Transcript Document

Revised 5/3/06
Communications Timeline
March C
Newsletter
February
Newsletter
C
May C
Newsletter
IT
Brown Bag 1:
Sawgrass 101
(Jax Only)
C
Aug
Newsletter
June
Newsletter
April C
Newsletter
C
IT
Brown Bag 2:
Technology
(Jax, SF, Irving)
Nov
Newsletter
Sept
Newsletter
July
Newsletter
IT
Brown Bag 3:
Sawgrass for Sales
(Jax, SF, Irving, EGV)
Dec
Newsletter
Oct
Newsletter
IT
Brown Bag 4:
BAU Sync
(Jax, SF, Irving, EGV)
IT
Brown Bag 5:
Program Mgmt.
(Jax, SF, Irving,
EGV)
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Sawgrass
Operations 101
Brown Bags
CRP2
June 11
1QO7 C
Town Hall
Feb
Newsletter
IT
Brown Bag 6:
CDM
(Jax, SF, Irving,
EGV)
2008
2007
Feb
Jan
Newsletter
Dec
Jan
Sawgrass
Operations 101
Brown Bags
GEN 0
Prod Oct. 19
2QO7
Town Hall
4QO7
Town
Hall/Holiday
Party
3QO7
Town Hall
C=Completed
FUTURE:
2
IT
Brown Bag Future:
STORM
IT
Brown Bag Future:
SDLC
IT
Brown Bag Future:
MGPP
IT
Brown Bag Future:
Collections
Feb
Communications Plan
Overview & Activities to Date by Key Message
Messages
Strategy
Tactics
Timing
Improved Customer Experience:
creates one seamless interface to Citi
Cards.
Position Sawgrass as transforming
our customer service relationship
from an account-centric view to a
customer centric view.
• IT Cards Intranet
• Individual e-mails
• All-Hands Meetings
– IT All-Hands Meeting
– NAIT All-Hands Meeting
– NAIT Managers’ Meeting
– Cards All Hands Meeting
• Sharepoint Portal
• Posters
• e-mail to All Citi Cards Exempt:
“CEP Signed . . .”
More efficient use of Technology:
reduced testing and redundancy;
lower operating costs
Position Sawgrass as the template
for technology change and growth.
• Brown Bag Lunches
• Summer Speaker Series (in LIC –
post deck on web)
• 3Q06
• 3Q06
Greater stakeholder role for
Employee: elevation of the CS role as a
stakeholder in creating value for the
customer.
Convince CS employees/
associates of their increased
relevance to Citigroup’s achieving
organic growth.
Keep team members abreast of all
HR-related developments across
the program.
• HR Communications (Bob Dorr)
– Management Q&A
• CCN: updates, photos, Sr. Mgmt.
quotes,
• 2Q06
• 2Q06
Position Sawgrass as the catalyst
for the two prime factors in
achieving organic growth:
customer retention and increased
wallet share.
• IT Cards Intranet
• Individual e-mail updates
• All-Hands Meetings
Organic Company Growth: Higher
customer retention and increased
customer wallet share
• 4/20/06: Paul e-mail to 100
Permanent Sawgrass transfers
–
–
–
–
IT All-Hands Meeting
NAIT All-Hands Meeting
NAIT Managers’ Meeting
Cards All Hands Meeting
• Sharepoint Portal
• Posters
Audience:
Citi Cards Employees
• 4/24/06: Paul presentation at
Evans IT All-Hands Meeting
•2Q06
•2Q06
•2Q06
–
–
–
–
May/June
May/June
May/June
May/June
•3Q06
•3Q06
• Completed
Communications Plan
Detail, Timing
Messages
Improved Customer Experience:
• Strategy:
– Position Sawgrass as transforming our
customer service relationship from an
account-centric view to a customer centric
view.
More efficient use of Technology:
• Strategy:
– Position Sawgrass as the template for
technology change and growth.
Greater stakeholder role for Employee:
• Strategy:
– Convince CS employees/ associates of
their increased relevance to Citigroup’s
achieving organic growth.
– Keep team members abreast of all HRrelated developments across the program.
Organic Company Growth:
• Strategy:
– Position Sawgrass as the catalyst for the
two prime factors in achieving organic
growth: customer retention and increased
wallet share.
Vehicles
• IT Cards Intranet
• Individual e-mails
• All-Hands Meetings
– IT All-Hands Meeting
– NAIT All-Hands Meeting
– NAIT Managers’ Meeting
– Cards All Hands Meeting
• Sharepoint Portal
• Posters
• Brown Bag Lunches
• Summer Speaker Series (in LIC – post
deck on web)
• HR Communications (Bob Dorr)
• CCN:
– Updates/factoids
– Photos
– Sr. Mgmt. quotes
Tactics
Timing
• 4/20/06: Paul e-mail to 100
Permanent Sawgrass transfers
• 4/24/06: Paul presentation at
Evans IT All-Hands Meeting
• e-mail to All Citi Cards Exempt: “CEP
Signed . . .”
• Add Sawgrass to “Department” list –
IT Cards Web
• Post CEP Signed article as Weekly
Feature on IT Intranet
• Sawgrass Standard Powerpoint
available
• Management Q&A
2Q
• Brown Bag Luncheon Ideas:
– S/W Development Life Cycle –
Puneet Rawal
– CTO / New Architecture – Craig
Hansen
3Q
• Milestone Articles/Updates
– Requirements gathered for
Generation 0
– Conference Room Pilot #1
– Deployment Schedule / Plan
– Conference Room Pilot #2
– Final Plan / Training
– Generation 0 in Production at
Site #1
• April
• May
• June
• July
• August
• September
4Q
•October
•November
•December
Audience:
Citi Cards Employees
• Completed
Two Phases
• Phase One is “Milestone-Driven”
• Extends from CEP Signing Plus Eight months
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
Apr 06
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan 07
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan 08
Feb
Mar
Apr
May
• Audience: All Citi Cards Exempt
Gen 0 Dev.
8 months
• Key Deliverables:
• “CEP Signed” e-mail from Matt and Al
• Management Q&A (Talking Points for HR/Bob Dorr)
• Standard Presentation
• Milestone Communications:
Gen 1 Dev.
6 months
• CEP Signed (e-mail mentioned above)
• Requirements gathered for Generation 0
• Conference Room Pilot #1
• Deployment Schedule / Plan
Gen 2
Dev.
6 months
• Conference Room Pilot #2
• Final Plan / Training
• Generation 0 in Production at Site #1
Gen 3
Dev.
3 months
Gen 4
Dev.
3 months
• Phase Two is “Milestone and Audience Driven”
• Begins when Generation 0 goes into Production (Gen 1
Development begins)
• Non-exempt groups added per each Generation’s
development period