Westpac New Zealand is an Australian-owned bank and financial services provider. Westpac Australia is one of Australia's ‘big four’ banks. Westpac in New Zealand is a dominant provider of banking services to small to medium business, corporate and institutional organisations, and is the banker of the New Zealand government. It offers a full-service with around 1.5 million customers nationwide.
Between 2001 and 2004 Sysdoc was engaged by Westpac as their outsource partner on a series of projects to evaluate, conceptualise, prototype and build a knowledge portal called Information Station®. Information Station® is a custom-designed and built site, moving from a manual paper-based business to an online environment. With over 6000 Westpac employees impacted by this change, success was critical.
In 2008, Sysdoc was again engaged as the preferred outsourced partner to support Westpac through a redesign of Information Station®. Westpac initiated a project to provide improvements to Information Station® to meet business requirements in a cost-effective manner.
In 2018, Westpac New Zealand implemented KnowHow®, a new SharePoint-based knowledge base, which Westpac developed in-house. This was intended to replace Information Station®, their legacy IBM Lotus Notes knowledge base in use since 2003.
Westpac’s BAU Knowledge Base Team began migrating content from Information Station® to KnowHow®; however, they had only managed to migrate 10% of the content within the first 12 months. In addition, end-users highlighted issues with searchability and navigation in KnowHow®.
In 2019, Westpac NZ engaged Sysdoc to provide migration expertise, technical writing skills and best-in-class technical development services to support the full migration of knowledge content from Information Station® to KnowHow®.
Sysdoc provided a team of 15 consultants, based in Auckland and Wellington, comprised of Technical Writing specialists, one consultant Information Architect and several SharePoint Development experts to support Westpac in the KnowHow® migration project.
Utilising an owner’s mindset, Sysdoc Technical Writers worked relentlessly with Westpac Subject Matter Experts (SMEs) throughout the oranisation to validate, simplify, and enhance content and migrate it to the KnowHow® portal. Our Information Architect worked closely with Westpac’s BAU KnowHow® Team and end-users throughout Westpac to workshop the best options for navigation of the portal. Our SharePoint Developers worked on the portal itself to optimise search functionality and navigation, and to build bespoke widgets to simplify the presentation of the most complex content.
Sysdoc consultants received excellent feedback. Our Technical Writers worked tirelessly with Westpac’s BAU team on the 5186 pages of content to be reviewed, validated and migrated (or archived if no longer relevant). Staff were provided a user experience of a system that is easy to navigate, with content that is simple to understand and (most importantly) up to date, enabling the portal to become a trusted resource by Westpac staff. The project involved identifying and working with Westpac SMEs to update resources affected by the new Financial Services Legislation Amendment Act 2019 (FSLAA).
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