EY AppStore (SCCM 2012) Comms Plan 1

EY AppStore / SCCM 2012

Communications Plan – Updated 1 February 2016

Purpose

This document outlines the communications strategy for the EY AppStore/SCCM 2012 project.

Overview

IT Services is committed to providing modern, intuitive self-service tools for EY people. This effort includes various enhancements to the Self-Service Portal. An example of these enhancements is the EY AppStore, which will allow EY people to more easily request applications from their EY PC.

The EY AppStore offers an exciting new look and feel to shopping and ordering software for EY PCs. The EY AppStore features a modern, attractive web portal interface similar to what is found on popular consumer web sites.

The complete end-to-end software ordering process is managed from request to installation. Highlights include the ability to request and install software on demand without having to contact IT Services or to request employee administration rights on a local PC.

SCCM 2012 must be upgraded before the EY AppStore can be accessed. The upgrade occurs silently; no action is needed by EY people. After the upgrade, the “Get Software” function on the Self Service Portal will connect directly with the EY AppStore.

NOTE: SCCM 2012 enables IT administrators to manage the deployment and security of devices and applications across an enterprise.

Additional functionality is available for IT Administrators, who will be able to shop and deploy applications on behalf of someone else. This functionality replaces the RunSCCMAdvert tool.

EY AppStore is not available on mobile devices. It is used only for ordering software for your PC. Visit EY Worx for more information about EY mobile capabilities.

Deployment plan

The EY AppStore will become available to EY people once their PCs have been upgraded to SCCM 2012. Planned dates for the SCCM 2012 phased deployment are as follows:

►IT Deployment test (Monday, 16 November – Friday, 27 November)

►BU Deployment test (Friday, 4 December – Tuesday, 15 December)

►Phased deployment (updated Friday, 15 January 2016)

  • Phase 1 (50% of Venezuela, Ecuador, Czech Republic, Korea):Wednesday, 20 January 2016 (7am local time)
  • Phase 2 (50% of Venezuela, Ecuador, Czech Republic, Korea):Friday, 22 January 2016 (7am local time)
  • Full Phase 3 (All IT Services): Tuesday, 9 February 2016 (7am local time)
  • Full Phase 4 (5% globally): Tuesday, 12 February 2016 (7am local time)
  • Full Phase 5 (5% globally): Thursday, 16 February 2016 (7am local time)
  • Full Phase 6 (10% globally): Monday, 18 February 2016 (3pm local time)
  • Full Phase 7 (15% globally): Wednesday, 22 February 2016 (7am local time)
  • Full Phase 8 (20% globally): Friday, 24 February 2016 (7am local time)
  • Full Phase 9 (20% globally): Tuesday, 26 February 2016 (7am local time)
  • Full Phase 10 (25% globally): Thursday, 1 March 2016 (7am local time)

Non-compliant SCCM 2007 systems will be targeted via GPO

NOTE: A change exception has been granted so that deployments cantake place during the IT Change Moratorium (17 December 2015 – 6 January 2016).

Communications approach

PHASE 1
Pre-Deployment / November 2015– December 2015 / Pilot messages
►IT and BU Tester emails
►IT Administrators (OSS, Service Desk, Level 3 Support) – demo briefings and email
Awareness messages
►IT CLT
►Business support (Comms & Engagement, EA community)
►IT support teams (RIS, OSS, Service Desk)
PHASE 2
Deployment / December 2015 – March 2016 / Awareness and adoption messages
►Focus on explaining the details and benefits of the new service
►Encourage cascading of information, including video of the EY AppStore
►Use available channels such as global Daily News, Yammer, IT Tech Tips, Demo Days
PHASE 3
Post-Deployment / March 2016 – TBD / Awareness and adoption messages
►Reminder of the availability benefits of the new service
►Inclusion in channels such as Tech Tips and Demo Days, plus targeted audiences (if appropriate)

Communications objectives

Audience / Objectives
Business Communications
All EY people / ►Announce EY AppStore
►Highlight new features and benefits
►Provide link to video and learning documentation
►Provide information about deployment timeline and deployment experience
Early Adopters in Pilots (IT & BU) / ►Announce EY AppStore
►Highlight new features and benefits
►Provide information about pilot and timing
►Request feedback of experience via survey
Comms and Engagement / ►Announce EY AppStore
►Highlight new features and benefits, specifically changes impacting the role of IT Administrator
►Provide link to video and learning documentation
►Provide information about deployment timeline and deployment experience
►Request to cascade through appropriate channels
Executive Administrators / ►Announce EY AppStore
►Highlight new features and benefits
►Provide link to video and learning documentation
►Provide information about deployment timeline and deployment experience
►Request to cascade information to assigned leaders
Internal IT Communications
IT CLT / ►Announce EY AppStore
►Highlight new features and benefits
►Provide link to video and learning documentation
►Provide information about deployment timeline and deployment experience
►Request to cascade to teams, as appropriate
RIS / ►Announce EY AppStore
►Highlight new features and benefits
►Provide link to video and learning documentation
►Provide information about deployment timeline and deployment experience
►Request to assign information to assigned Regions
OSS / Service Desk / ►Announce EY AppStore
►Highlight new features and benefits
►Provide link to video and learning documentation
►Provide information about deployment timeline and deployment experience
IT Administrators (OSS, Service Desk, Level 3 Support) / ►Announce EY AppStore
►Highlight new features and benefits, specifically changes impacting the role of IT Administrator
►Provide link to video and learning documentation
►Provide information about deployment timeline and deployment experience

Key messages(to be used, as appropriate, when constructing communications to various targeted audiences) ***Being revised; Paul/Ron to discuss suggestions from IT Comms Lead***

Audience / Content
Business Communications
All EY people / ►As part of the Future Desktop program, the EY AppStore is giving a new look and feel to shopping for and ordering software.
►EY people will see a modern, attractive interactive web portal interface similar to consumer websites and app stores.
►EY people will benefit from an easier, more intuitive search and shopping experience.
►EY people can order software on-demand without going through IT Services or requesting administrator rights on their PCs.
►Easy to check the status of requests through:
  • Self Service Portal – View my tickets
  • EY AppStore web site – “My Software”
►Email will be sent at each phase of the installation process:
  • When request is approved
  • When software is installed
  • If software installation fails
►People ordering software will be able to define “delivery windows” when they do not want to have the software installed so as to prevent any interruption to their work.
►The EY AppStore will be available by:
  • Clicking on the yellow box/gray question mark (Self Service Portal) on the Windows taskbar and clicking on Get Software
  • Via Start MenuAll ProgramsE&Y ToolsSelf Service PortalGet Software
  • Visiting the EY AppStore directly through the Internet Explorer at (EY AppStore is not compatible with Google Chrome at this time.}
►The EY AppStore will be available after the silent installation of SCCM 2012 from December 2015 through February 2016.
►SCCM 2012 is a Windows product that enables administrators to manage the deployment and security of devices and applications across an enterprise.
►Upgrading your PC to SCCM 2012 allows you to access the new EY AppStore, which enhances the "Get Software" feature of the Self Service Portal.
►EY AppStore is not available on mobile devices. It is used only for ordering software for your PC. Visit EY Worx for more information about EY mobile capabilities.
►Future enhancements to the EY AppStore include automatic escalations to the IT Service Desk for any failed installations.
►For more information, review the EY AppStore Quick Reference Guide or Video.
Early Adopters in Pilots (IT & BU) / ►SCCM 2012 will be silently delivered to your computer beginning on Monday, 16 November 2015. No action is needed on your part to receive SCCM 2012.
►SCCM 2012 is a Windows product that enables administrators to manage the deployment and security of devices and applications across an enterprise.
►Upgrading your PC to SCCM 2012 allows you to access the new EY AppStore, which enhances the "Get Software" feature of the Self Service Portal.
►The EY AppStore gives an exciting new look and feel to shopping for and ordering software for your EY PC.
►When accessing the EY AppStore, you will see a modern, attractive web portal interface similar to what you might find on consumer sites.
►In addition to the easily accessible layout, the EY AppStore includes the ability to request and install software without having to contact IT Services or request employee administration rights on a local PC.
►The complete end-to-end software ordering process is managed from request to installation.
►We would like you to test the functionality of the new EY AppStore and provide us with some valuable feedback. We suggest that you download an application. It will be helpful if you document your experience and note any issues during the process.
►During the deployment period, you will receive an email with a link to a brief survey about your experience. Please take a few minutes to complete the questionnaire so we can gain valuable knowledge on how the EY AppStore is working.
►For IT Administrators only: The new functionality allows you to shop for and deploy applications on behalf of someone else (replacing RunSCCMAdvert).
►For more information, review the EY AppStore Quick Reference Guide or Video.
►For IT Administrators, review the IT Administrators EY AppStore Quick Reference Guide.
Internal IT Communications
RIS / OSS / Service Desk / ►Two upgrades coming: SCCM 2012 and the EY AppStore
►SCCM 2012
  • Windows product that enables administrators to manage the deployment and security of devices and applications across an enterprise.
  • Prerequisite for the EY AppStore, which is a modern web portal similar to those found on consumer web sites.
►EY AppStore
  • Being deployed as part of the SCCM 2012 upgrade.
  • Enhancement to the “Get Software” functionality found in the Self Service Portal.
  • Allows end users to request on-demand software and applications for their EY PC.
  • Allows end users to request and install software without having to contact IT Services or to request temporary administration rights on their PC.
  • Testing of the EY AppStore starts on Monday, 16 November and runs through Friday, 27 November.
  • Three testing/pilot emails are planned for pilot participants – pre-pilot, go-live pilot, post-pilot survey.
  • Global awareness communications will include a Daily News alert (as part of a larger article on the Self Service Portal) and Yammer posts
  • Full deployment is scheduled to commence on Thursday, 10 December and run through February2016. Further deployment details can be provided by the project team, upon request.
►Please cascade, as appropriate.
IT Administrators (OSS, Service Desk, Level 3 Support) / ►EY AppStore will allow IT Services administrators to shop for and deploy software on behalf of someone else.
►EY AppStore will replace the current “RunSCCMAdvert” tool.
►EY AppStore can be used to help people they are assisting and for troubleshooting.
►EY AppStore can be used to finish the configuration of a PC (newly built PCs).
►For more information, review the EY AppStore Quick Reference Guide or Video.
►For more information, review the IT Administrator EY AppStore Quick Reference Guide.

Communications calendar

Message Key / Pilot
comms / IT Services
comms / Business comms
Phase 1: Pre-Deployment
# / Date / Focus / To / Audience / Message / Content / Activity / Vehicle / Channel / Status
Pre-Deployment: Pilot messaging
1 / 13 Nov 2015 / IT / IT Testers /
  • Pilot is coming
  • Benefits and capabilities
  • Take survey
/ Email from IT Services mailbox / Complete
2 / 18 Nov 2015 / IT / IT Testers /
  • Welcome to the pilot
  • Benefits and capabilities
  • Take survey
/ Email from IT Services mailbox / Complete
3 / 20 Nov 2015 / IT / IT Testers /
  • Thank you
  • Take survey
/ Email from Survey Team / Complete
4 / 24 Nov 2015 / IT / IT Testers /
  • Survey reminder (only to those who have not taken survey)
/ Email from Survey Team / Complete
5 / 4 Dec 2015 / Business / BU Early Adopter /
  • Pilot is coming
  • Benefits and capabilities
  • Take survey
/ Email from IT Services mailbox / Complete
6 / 8 Dec 2015 / Business / BU Early Adopter Testers /
  • Welcome to the pilot
  • Benefits and capabilities
  • Take survey
/ Email from IT Services mailbox / Complete
7 / 11 Dec 2015 / Business / BU Early Adopter Testers /
  • Thank you
  • Take survey
/ Email from Survey Team / Complete
8 / 15 Dec 2015 / Business / BU Early Adopter Testers /
  • Survey reminder (only to those who have not taken survey)
/ Email from Survey Team / Complete
Pre-Deployment: IT messaging
9 / 5 Nov 2015 / IT / Service Delivery Managers / Transition Managers / OSS /
  • EY AppStore / SCCM 2012 is coming
  • Benefits and capabilities
/ EY AppStore demos by project team (StéphaneLaterza) / Complete
10 / 13 Nov 2015 / IT / RIS /
  • EY AppStore / SCCM 2012 is coming
  • Benefits and capabilities
  • Link to knowledge documents
  • POAP
  • Request to cascade
/ Email / Complete
11 / 13 Nov 2015 / IT / OSS / Service Desk /
  • EY AppStore / SCCM 2012 is coming
  • Benefits and capabilities
  • Link to knowledge documents
  • POAP
  • Request to cascade
/ Newsletter / Complete
12 / 14 Dec 2015 / IT / RIS /
  • Follow-up with email and news article templates for local use
/ Email / Complete
13 / 18 Jan 2016 / IT / IT CLT /
  • Reminder that EY AppStore / SCCM 2012 is coming and benefits/capabilities
  • High-level communications strategy
  • Deployment timeline, including pilot progress
  • Request to cascade to teams
  • Project on a page (attachment)
/ Email from project manager, program manager or sponsor / In development; to be approved by Ken Allen or Martin Versteeg
14 / 18 Jan 2016 / IT / IT Administrators /
  • EY AppStore / SCCM 2012 is coming
  • Benefits and capabilities, specific to IT Administrators (specific to OSS, SD and Level 3 Support)
  • Link to knowledge documents
  • Request to cascade to teams
  • Video
/ Email to leads (Volker Winkler, DimitriosRoumeliotis, Arnaud Desjardins) to share with their teams / In development; date tentative; pending completion of video
15 / 18 Jan 2016 / IT / All IT, Targeted IT audiences /
  • EY AppStore is coming
  • Deployments are beginning
  • Benefits and capabilities
/ Yammer / In development; Messages to key groups – My IT Services, GIS
Pre-Deployment: Business messaging
16 / 18 Jan 2016 / Business / Global EY /
  • EY AppStore is coming
  • Deployments are beginning
  • Benefits and capabilities
/ Yammer / Messages to key groups – All Company, Connect with IT
Phase 2: Deployment
# / Date / Focus / To / Audience / Message / Content / Activity / Vehicle / Channel / Status
Deployment: IT messaging
17 / 10 Feb 2016 / IT / All IT /
  • EY AppStore / SCCM 2012 is coming
  • Benefits and capabilities
  • Deployment timeline
  • Link to IT Strategy / Vision 2020
/ IT DNA / In development; to be published during the week of IT Services deployment
18 / 10 Feb 2016 / IT / OSS / Service Desk /
  • Reminder – EY AppStore deployments (IT and Global)
/ Newsletter / In development
19 / 10 Feb 2016 / IT / RIS /
  • Reminder – EY AppStore deployments (IT and Global)
/ Email / In development
20 / 12 Feb 2016 / IT / Target IT audiences /
  • Benefits and capabilities of the EY AppStore
/ Yammer / Messages to key groups – My IT Services, Connect with IT, GIS
IT COMMS colleagues
21 / 24 Feb 2016 / IT / Target IT audiences /
  • Benefits and capabilities of the EY AppStore
  • Deployments are ongoing
/ Yammer / Messages to key groups – My IT Services, Connect with IT, GIS
Deployment: Business messaging
22 / 18 Jan 2016 / Business / Global EY /
  • Benefits and capabilities of the EY AppStore
/ Yammer / Messages to key groups – All Company, Connect with IT
23 / 18 Jan 2016 / Business / EY Phase 1 & 2 Countries /
  • EY AppStore / SCCM 2012 is coming
  • Benefits and capabilities
/ Email / Being sent to OSS country leads for distribution by Dimitri Roumeliotis
24 / As needed / Business / EY Regions and/or Countries /
  • EY AppStore is coming
  • Benefits and capabilities
/ Region or Country Daily News Article / Templates provided to Regional Infrastructure Services leads to use, if desired, within their respective geographies
25 / 24 Feb 2016 / Business / Global EY /
  • Benefits and capabilities of the EY AppStore
  • Deployments are ongoing
/ Yammer / Messages to key groups – All Company, Connect with IT
Phase 3: Post-Deployment
# / Date / Focus / To / Audience / Message / Content / Activity / Vehicle / Channel / Status
Post-Deployment: IT messaging
26 / 3 Mar 2016 / IT / Target IT audiences /
  • Benefits and capabilities of the EY AppStore
  • Deployments are finished
/ Yammer / Messages to key groups –My IT Services, Connect with IT, GIS
27 / 28 Mar 2016 / IT / All GIS /
  • Benefits and capabilities of the EY AppStore
  • Deployments are finished
/ EYe on GIS newsletter / Scheduled
Post-Deployment: Business messaging
28 / 3Mar 2016 / Business / Comms & Engagement Leaders /
  • EY AppStore / SCCM 2012 is coming
  • Benefits and capabilities
  • Communications strategy
/ Comms & Engagement Leader Alert / In development; 14 February is submission deadline (Jasmine Chan); need to get to Stacy Hillyer for review prior
29 / 21 Mar 2016 / Business / Global EY /
  • Enhancements to Self Service Portal – including EY AppStore
/ Global Daily News Article / Pending deployment completion. AppStore to be focus of article. Side bar to include enhancements to Self Service Portal changes.
30 / TBD / Business / Global EY /
  • Benefits and capabilities of the EY AppStore
  • Deployments are complete
/ Yammer / Pending deployment completion. Messages to key groups – All Company, Connect with IT
31 / TBD / Business / Global EY /
  • Benefits and capabilities of the EY AppStore
/ Demo Days / In development with Customer Support team (RJ Fleming); have ready by end of deployment (early Feb 2016)
32 / April 2016 / Business / Global EY /
  • Benefits and capabilities of the EY AppStore
/ Tech Tips / Daily News Alert / Include in a Tech Tips DNA; reminder in March
33 / June 2016 / Business / Global EY /
  • Benefits and capabilities of the EY AppStore
/ Tech Tips / Daily News Alert / Include in a Tech Tips DNA; reminder in June

Templates and collateral for communications

# / Type / Description
1 / Quick Reference Guide – General / Knowledge document for global EY people
2 / Quick Reference Guide – IT Administrators only / Knowledge document for IT Administrators
3 / Video – General / Knowledge document for global EY people
4 / Video – IT Administrators only* / Knowledge document for IT Administrators
5 / One-pager / Product on a page – high level overview of the project
6 / Email / Email template, customizable for local use, reinforces global messaging
7 / News article / News article template, customizable for local use, reinforces global messaging
8 / Social media post / Yammer post template, customizable for local use, reinforces global messaging

*Links will be inserted when available.

Contacts for information, review and approval

Name / Role
GIS Leadership