Kerstin Rösner, Methodological contact person for the instruction management, HypoVereinsbank
How do I act in the interests of my company, which powers and how much scope do I have? These are the questions that employees must regularly ask themselves throughout their working life. Official instructions and internal compliance policies offer them a secure foundation for regulation-compliant behavior and correct process sequences.
Financial institutions are subject to particularly strict rules in this respect. In the event of an inspection, banks must be able to show themselves as transparent with regard to which instructions their employees have followed at what point in time. For this purpose, they must archive all versions of their documents for ten years.
This is why a comprehensive instruction management system is used at HypoVereinsbank, in which around 600 authors are currently actively involved. Alongside product data sheets and ability policies, around two thirds of this consists of descriptions of all of the processes of the bank.
In 2006, HypoVereinsbank introduced inxire Digital Compliance. Since then, the software has supported the company in the communication and implementation of its internal guidelines along the entire creation, release and publication process and beyond.
First of all, the authors create their documents in the “EditorialSpace” and then submit them for reworking. Those responsible for reviewing the documents then edit these at the same time - each person has their own edition. The edited versions are put into the “MasterReviewPlace”, which was specially developed for HypoVereinsbank and today forms part of the standard inxire software package. There, the author can systematically accept or reject all requests and suggestions for amendments.
Finally, using a web interface with a clearly organized hierarchy and simple search functions, the bank employees can access the published documents in the central instruction service. A subscription service ensures that each user is automatically informed of amendments to the issues that are relevant to them. Furthermore, all content-related new developments are also available on a central website.
Relaunch offers even more functions
In 2016, HypoVereinsbank decided to redesign their central instruction service. Alongside the innovation agency HYVE, the project managers analyzed the current software, questioned users from various areas of the business and collected suggestions for new functions. At the end, the results from forty questionnaires, thirty telephone interviews, four competitor analyses and two discussion groups were integrated into the relaunch. Thereby, an interactive and user-friendly work tool was created, which is strongly oriented around the needs of the employees.
A significant point in the redesign was the introduction of “Smart Steps”, which make bank processes even clearer to present as an overview. Using user decisions, for example, the selection of certain parameters and links, inxire Digital Compliance now dynamically builds up the individual work instructions and presents even widely ramified instructions in an optimized linear manner. The software transcludes the necessary additional information at the appropriate points. This is a relevant improvement for the reader. They receive an edition which is completely customized to them and they do not have to exit the view of the process at any point.
Other innovations in the relaunch include modern functions such as the self-learning search function, alongside an individually designed homepage with personalized widgets. This displays special search recommendations to users depending on their profile and also edits the results list accordingly. With each click, the search learns more - an advantage from which all employees benefit.
Feedback functions and gamification have also been included in the central instruction service at HypoVereinsbank. “Our instruction management system is now a living instrument”, explains Kerstin Rösner, methodological contact person for the instruction management at HypoVereinsbank. “Our employees are significantly more motivated to actively co-design the instruction management. Due to the new interaction possibilities, they can contribute to the improvement of content in a targeted manner, either in direct discussion with the author or using the evaluation function, which brings well-prepared and comprehensible pages to the top of the search.”
Claudia Bein,
Project manager for the redesign of the central instruction service,
HypoVereinsbank
“All of the new functions are based on the requests of employees. It was important to us that the central instruction service was seen as a helpful and supportive instrument in the future, one which makes work easier for everyone. I think that this has been a great success for everyone involved.”
The use of inxire Digital Compliance has fundamentally improved the entire instruction management procedure at HypoVereinsbank and enables a significantly more efficient way of working within the process team.
Acceptance on the part of the employees has also increased substantially. Thanks to the system, information is always up-to-date and the correct contact person for important issues can be found easily.
In the editing of comprehensive process descriptions, the throughput time has been shortened significantly. The advantages are even clearer with simpler instructions, for example, changes in the amounts in the signature regulation, which are quickly published after only a few steps and review cycles.
Another time-saver is the simplified process depiction: The manual selection of relevant additional texts is no longer required, the new structure of text pages offers a better overview and the integrated status checklist ensures than no step is forgotten.
Last but not least, the improved instruction management has also benefited customers. Using the possibility to add their own notes to text areas or display the legal changes in the past months during a consultation meeting, HypoVereinsbank consultants can inform their clients in a more targeted manner about suitable products and services.
Margit Olbrich
IT Use, Diagnosis, and Predictive Maintenance,
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Kerstin Rösner
Methodological contact person for the instruction management,
HypoVereinsbank
“Working with inxire, we have adapted our instruction management to the new digitalized world. Today, we offer our employees interactive features which they recognize from social networks, self-learning search functions and a dynamic workflow, which is based on their user profile.”
Frank Closheim
Head of Product Management,
inxire GmbH
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Dave Long
Chief Architect,
inxire GmbH
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Angelika Schön
Producer,
arsEdition GmbH
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Benjamin Brändle
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Ulrich Beerhorst
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Herbert Kronlechner
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Uwe Deller
Director of Communications,
General Motors European Development
"As a central knowledge pool, our new platform offers us the possibility of tracking down all requested information in a quick and secure manner. With the solution inxire, which was tailored to meet our specifications, we are able to work very efficiently, pan-departmentally and across international borders."
Frank Closheim
Head of Product Management,
inxire GmbH
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Gerd Armbruster
Head of Division of Information Technology,
City of Mannheim
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Frank Closheim
Head of Product Management,
inxire GmbH
“Netcall uses several components of inxire Digital for its document and customer relationship management solutions, which many customers in Great Britain use.”
Frank Closheim
Head of Product Management,
inxire GmbH
“On the basis of the inxire Digital Platform, C.H.Beck has developed its own text/image archive and has been using it successfully for several years.”
Toni Schnell
Managing Director,
inxire GmbH
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Frank Closheim
Head of Product Management,
inxire GmbH
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Birgit Schüssler
Head of Quality Management & Projects
inxire GmbH
“The introduction of inxire Digital Compliance has led to long-term savings in operating costs for the maintenance and use of the IFRS Accounting manual. The easy-to-use and high-performing software makes the workload much lighter for editors and users of the manual.”
Frank Closheim
Head of Product Management,
inxire GmbH
“The British provider for financial advice and services uses inxire Digital Platform as the basis for complaints management and archiving.”
Christian Hahn
Project manager,
TÜV Austria
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Oliver Sauter
Head of IT,
Tropa Holding Limited
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Toni Schnell
Managing Director,
inxire GmbH
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