November 10th, 2017

Dear Selection Committee Member,

On behalf of Ideal State I am pleased to submit the enclosed

proposal for your consideration. I co-founded this company
two years ago in the belief that organizations focused on
doing good should have the best possible tools for knowledge
exchange and learning. Since then, our small but rapidly
growing firm has helped some of the leading social sector
organizations fundamentally transform the way people work
and learn together.

We are especially excited to have the opportunity to support

CFF’s mission. Several of our staff have health and social
sciences backgrounds. I share that distinction, having spent
the first several years of my career as a public health
professional working on infectious disease prevention and
treatment in developing countries. It was then that I came to
understand how important well-designed intranets can be for
empowering diverse and dispersed groups of people to work
together toward a common goal.

I hope you enjoy reading about our unique approach to

building thriving employee communities. While we are a
relatively young company, we bring a deep expertise in
building successful intranets. In fact, our co-founder, Jeremy
Nurse, got his start building intranets back in 1997!

 505.216.9760
sara@idealstate.co
www.idealstate.co
Because of our relatively small size, you will have the full
focus and attention of our talented staff, including the firm’s
two co-founders. We will be with you every step of the way to
ensure the success of your project. When our work is done, we
will leave behind a wealth of knowledge and best practices
that your staff can use to sustain and grow your new site over
time.

Thank you for the opportunity to share our proposed approach

to this important project.

Warmest regards,

sara teitelman, mph / principal

 505.216.9760
sara@idealstate.co
www.idealstate.co
INTRANET REDESIGN PROJECT

SUBMITTED: NOVEMBER 10, 2017

COMPANY POINT OF CONTACT

Jeremy Nurse, Principal Strategist
505.216.5224
jeremy@idealstate.co

TABLE OF CONTENTS
INTRODUCTION 1

ABOUT OUR COMPANY 1

RECENT PROJECTS 3

FUTURE STATE VISION: THE CFF SOCIAL INTRANET 4

KEY CHARACTERISTICS 4

IDEAL STATE SIGNATURE APPROACHES 5

BUILDING A THRIVING KNOWLEDGE ECOSYSTEM 5
MAKING THE INTRANET SOCIAL 6
USER ADOPTION AND ENGAGEMENT 6
DESIGNING FOR OPTIMAL USER EXPERIENCE 7
MANAGING CHANGE 7
MEASURING SUCCESS 7

PROJECT PLAN, SCHEDULE AND BUDGET 8

PHASE 1 PROJECT PLAN 8
PHASE 1 PROJECT SCHEDULE 9
PHASE 2 PROVISIONAL PROJECT PLAN 10
BUDGET FOR PHASE 1 DELIVERABLES 11
PHASE 2 BUDGET RANGE 11

KEY PERSONNEL 12
SARA TEITELMAN, MPH | PRINCIPAL STRATEGIST, COLLABORATION & USER ENGAGEMENT 12
JEREMY NURSE | PRINCIPAL STRATEGIST, PRODUCT/TECHNOLOGY 12
AMANDA OTTER | UX & DESIGN LEAD 12
ANNA LOPEZ, PMP | IT CONSULTANT & PROJECT MANAGER 12
HOOR JANGDA | IT CONSULTANT & BUSINESS ANALYST 13
ROB MORLINO | ASSOCIATE CONSULTANT 13

PAST PROJECT EXAMPLES 13

W.K. KELLOGG FOUNDATION 13
LUTHERAN IMMIGRATION AND REFUGEE SERVICES 15

CLIENT REFERENCES 15

CFF Intranet Redesign Project | Ideal State | Submitted Nov 10, 2017
INTRODUCTION
Ideal State is pleased to offer our proposal for the Cystic Fibrosis Foundation (CFF) Intranet Redesign Project. Our
team possesses deep domain expertise in intranet implementation and can help CFF use this project as an
opportunity to develop its overall capacity in knowledge management and learning.
Ideal State is uniquely qualified to help CFF execute this project for the following reasons:
Extensive intranet and extranet design and implementation experience for the nonprofit sector: Our team has
designed and implemented dozens of large-scale intranets and other enterprise IT systems for mission-driven
organizations like CFF. We have a track record of leading cost- and time-efficient discovery, documentation, design
and implementation processes that result in unexpected levels of positive transformation around how people work
and learn together.
Deep knowledge management expertise: We view an intranet project as much more than just a technology project.
Purposefully designed intranets transform social learning and collaboration and are an essential pillar of a robust
knowledge management practice. Ideal State has extensive experience helping similar-sized organizations use
innovative technology to build stronger connections between geographically dispersed staff and partners. This
fundamentally changes the way that critical knowledge is captured, stored, shared and applied across the
organization.
Technology agnostic: We possess deep knowledge of a variety of commercial off-the-shelf (COTS) and customized
intranet platforms and will work closely with you to thoroughly evaluate all desirable options for this project. Our
primary aim is to select a best-in-class solution that is an ideal fit for your organization’s specific needs and
characteristics, not a technology that we are contractually obligated to recommend.
Grounded in adoption and engagement best practices: An intranet’s success depends as much on strong
community-building as on a solid technology approach. Ideal State has developed a set of proven methods that not
only support the adoption of new technology but also lead to deeper, longer-term engagement in knowledge
exchange and learning behaviors. Our approach blends key elements of change management and communications
with proven strategies inspired by the seminal work of Everett Rogers on Diffusion of Innovations.
Human-centered (not just user-centered) design: Our projects are focused on people, first and foremost, and how
they can derive maximum value and benefit from technology. By putting people at the center of the design process,
we can define the optimal user experience and hold that as our guidepost during technology selection and system
design. Our goal is to build systems that conform and adapt to the needs and desires of real people across the
organization, now and for the future, without constraints.

ABOUT OUR COMPANY

Ideal State was founded in the belief that organizations focused on doing good should have the best possible tools
for knowledge exchange and learning.
Our work approach can be summed up in one phrase: human-centered. People are the heartbeat of any
organization, particularly those that are mission driven, and the technology that serves as a hub for communication
and collaboration across the organization should reflect that reality. The first question we ask on every project is,
“What does every person in this organization need in order to be a successful contributor to the mission?” From
there, our work becomes an exercise in defining the breadth and scope of the indispensable work tool that everyone
is clamoring for. By delivering it in a package that looks and feels both exciting and familiar, this new tool can quickly
become an essential component of everyone’s work day while bringing people closer together.

CFF Intranet Redesign Project | Ideal State | Submitted Nov 10, 2017 1
The Story of Our Founders
The founders of Ideal State possess a unique mix of skills and experience, along with a healthy dose of inspiration and
optimism, around how smartly-implemented technology can transform and empower mission-driven organizations like CFF.

Sara Teitelman, MPH

Sara began her career as an international health and development professional, working for several years directly supporting
efforts to prevent and treat HIV, TB and malaria in developing countries. During her time at high-profile organizations including
the Bill & Melinda Gates Foundation, Elizabeth Glaser Pediatric AIDS Foundation (EGPAF) and Pact, she realized that dispersed
networks of staff around the world were struggling to keep up with the latest research and interventions both in and outside of the
organization. The cost of this lost knowledge was enormous in terms of missed opportunities for lifesaving breakthroughs as well
as diminishing staff morale.
Determined to leverage the best thinking and latest technology to tackle this challenge, Sara soon discovered the practice of
knowledge management (KM) and became a certified KM practitioner. She went on to lead highly successful knowledge
management initiatives that always included social intranets as a central component. At EGPAF, the intranet project transformed
collaboration among 1,200 staff and numerous partners in more than 13 countries, receiving wide adoption and praise from staff
and leadership and even garnering a 2012 CIO Magazine CIO100 award for excellence in the use of innovative enterprise
technology. At Pact, where Sara served as Director of Knowledge
Management, she led the launch of a new intranet supporting
collaboration, knowledge exchange and expertise location among
staff and partners in more than 25 countries.
The Pact intranet project became well known in KM circles thanks to
the viral adoption method Sara used to roll it out to the entire
organization, starting with community of practice leaders and
members as early adopters. In the first 12 months after the pilot
launch, the number of staff voluntarily electing to join the site had
steadily risen to more than 700 (exceeding 50% of the target user
population). By 16 months post-launch, the number of registered
users topped 1,000, accompanied by a surge in user activity (see
graph at right).
The site, called Mosaic, soon became the launching pad for several
Pact Intranet User Adoption – First 16 Months
important organizational initiatives, including the CEO-sponsored
online innovation marketplace, a proposal language library, and numerous communities of practice. Pact’s social intranet
continues to be the pulse of the organization, fostering a strong sense of connection and community across Pact’s diverse staff
and partner network while helping everyone keep up on the latest organizational news and official content.

Jeremy Nurse
Jeremy started his career in 1995 at Forrester Research, during which time he honed his skills in understanding how technology
can help organizations achieve their business goals. Since then he has led dozens of large-scale enterprise technology projects for
diverse organizations, including the Veterans Administration (VA), Blue Cross Blue Shield, Children’s Medical Center and
Nationwide Insurance.
Jeremy’s experience with intranets goes back to 1997, when he worked with Ford Motor Company to develop a strategy for a
corporate intranet and extranet that would connect Ford’s manufacturing, dealers and customers. During the years that followed,
Jeremy led multiple large-scale web-based technology implementations—providing strategic advice on platform selection and
integration, and leading software development teams. These projects included leadership of web CMS (content management
system) implementations for the Nationwide Insurance and Children’s Medical Center websites and supporting strategy design
and execution for the VA’s $4.3 billion annual technology budget.
At Ideal State, Jeremy advises clients on platform strategy and system integration for today’s mixed hosted and cloud
environments. He is keenly attuned to the latest developments and important distinctions between leading intranet software
platforms and brings a wealth of practical experience to guide organizations in making the best technology decisions. Jeremy is
also highly skilled at leading software development teams to skillfully and cost-effectively implement and customize technology
solutions for Ideal State clients.

CFF Intranet Redesign Project | Ideal State | Submitted Nov 10, 2017 2
Human-centered also means going above and beyond the typical user-centered design process. In the current era
dominated by social media and mobile apps for every purpose, it is critical that business applications conform to the
same high-quality user experience standards that any commercial application would. Thanks to the recent
advancements in enterprise technology, it is finally possible to deliver an exemplary user experience in a reasonable
timeframe and budget. In this context, human-centered means not just developing a system based on user-driven
requirements, but surprising and delighting each user with an experience that far exceeds their expectations.
In the pages that follow, you will find a thorough yet concise summary of the thinking, approaches and expertise that
Ideal State will bring to this important project. Please keep in mind that we see every project and every organization
as unique. While our toolbox contains a variety of proven methods and strategies, our approach will be far from
cookie-cutter. We will listen carefully to and work side-by-side with our stakeholders, not just at the outset of the
project but throughout our entire journey together. Through this collaborative process, stakeholders will serve not
only as project partners but as co-designers and owners of the end product. But that is just the beginning. These
stakeholders will ultimately become champions and stewards of CFF’s new intranet, supporting the continuous
improvement of not just another IT system, but a living, breathing community of peers working and learning
together to achieve the CFF mission.

RECENT PROJECTS
Since our founding two years ago, Ideal State has been fortunate to serve some of the leading names in the social
sector. Our highly specialized and passionate team has worked with the following high-profile organizations to
design and deploy successful intranets, extranets, communities of practice, and organization-wide knowledge
management initiatives. Available case studies for select projects are referenced below.

Employee Intranet Knowledge Management Strategy Employee Intranet

For project description, visit
Partner & Grantee Extranet
https://www.idealstate.co/ideal-state-
See page 13 for project description
case-study-knowledge-management
Communities of Practice
See page 15 for project description
Partner Extranet
For project description, visit
https://www.idealstate.co/case-study-
lirs-partner-extranet
Knowledge Management Strategy
CRM Database

Knowledge Management Strategy PwC + HeForShe Public Online Community

CFF Intranet Redesign Project | Ideal State | Submitted Nov 10, 2017 3
FUTURE STATE VISION: THE CFF SOCIAL INTRANET
The following is Ideal State’s high-level vision for the future state of the CFF social intranet based on our experience
building best-in-class intranets using off-the-shelf software platforms. We use the term social intranet to emphasize
those features that connect people across the organization versus the traditional intranet focused primarily on
storing content and information. While this vision provides an example of what CFF’s future intranet could be, all
aspects of the final product will be driven by the stakeholder discovery and human-centered design processes we will
undertake over the course of this project.

KEY CHARACTERISTICS
Unified Experience
Staff will be able to access all critical content, tools and expertise under one virtual “roof”. We will
achieve this through a mix of superior native features and functionality complemented by rich
integrations with other essential CFF systems, all supported by a seamless user experience. By
bringing everyone together in a central place, the site will provide a platform for both structured and
ad-hoc collaboration. This will include team collaboration, communities of practice, rich
departmental sites servicing the organization, executive and staff blogging, and two-way
communication between and among staff and leadership.

Intelligent Search
Search will perform so well that users rely on it as the fastest, most direct way to find people, content
and places throughout the CFF digital ecosystem. Advanced search algorithms will index all content
(including full text of uploaded documents and files) and will use relevancy-based weighting.
Relevancy will be determined by a user’s interactions with their network, team assignments, and
preferences to determine the order of results.

Secure and Compliant

The selected technology platform will support the highest security standards and provide granular,
fully customizable permissions to provide all desired levels of access. The platform will also be fully
compliant with HIPAA, PCI, PHI and PI regulations and support any needed additional restrictions on
private and/or sensitive content.

Collaboration at Any Scale

The new intranet will support a variety of open and private collaboration at all levels of the
organization. This includes organization-wide discussions and innovation challenges, team-based
collaboration, as well as cross-cutting communities of practice and/or interest. Collaboration will
have a variety of flavors, including commenting and collaborating on works in progress, threaded
discussions and Q&As, an innovation marketplace, and community polling.

Modern and Responsive Design

CFF’s new intranet will have a state-of-the-art, appealing and accessible design that makes users feel
welcome and eager to take advantage of its extensive features. Importantly, the site will be
compatible with a wide array of browsers and devices so that staff can take full advantage of the
system, whether they’re in the office or on the go.

Central and Personalized News Streams

The signal-to-noise ratio will be optimized through a set of both pre-configured and user-defined
news streams. Pre-configured news streams will be used to direct content to users based on location,

CFF Intranet Redesign Project | Ideal State | Submitted Nov 10, 2017 4
 role or other criteria. Users will be able to create their own custom streams to receive updates from
select peers, teams or topics of interest.

Peer Rewards and Recognition

A key feature of social intranets is the ability for staff to acknowledge the contributions of their peers
in a shared forum for all to see. The CFF intranet will have a full spectrum of capabilities in this area,
from light acknowledgements (e.g., “liking”) to full gamification, including the ability to assign
badges or awards to staff who have gone above the call of duty to help a colleague. This serves to
incentivize desired behaviors while adding a fun, human element to the intranet environment.

Employee Self-Service
Departments responsible for servicing the rest of the organization, such as HR and IT, will now have a
turnkey platform for providing exemplary internal customer service. Features such as Q&A with auto-
suggest will provide quick answers to common questions and build a rich, cumulative knowledge base
in the flow of work. The launch of new tools and initiatives will now have a home where
documentation, training modules and discussion forums can be maintained. New hires will get up to
speed quickly through curated onboarding journeys directing them to all content, people and places
pertinent to their role.

Social Graph Analytics

A strong analytics engine will automatically capture user actions, such as content creation and
participation, but will go a step further to paint a rich picture of all levels of user interactions. Data will
be readily available on collaboration across geographic and departmental divides to help understand
where new relationships are blooming and where they need to be cultivated. These data will be of
use to staff and leadership alike, supporting initiatives aimed at improving employee engagement
and innovation, to name a few.

IDEAL STATE SIGNATURE APPROACHES

This section contains brief descriptions of some of the core concepts that will form the basis of our approach to the
CFF Intranet Redesign Project. A detailed description of our work approach and plan for Phase 1 and suggested
approach for Phase 2 can be found in the following section starting on page 9.

BUILDING A THRIVING KNOWLEDGE ECOSYSTEM

At Ideal State, we are continually focused on the health of our client’s knowledge ecosystem, which we define as an
environment where knowledge, information and data flow freely through
an organization or network. Whether we are engaged in a focused
intranet redesign project or a partnership supporting a full-fledged
knowledge management practice, we use this framework to guide all that
we do. We believe a healthy knowledge ecosystem consists of the
following four elements:
1. Strategy - where you’re trying to go and a roadmap for how to
get there
2. Community & Collaboration - how people connect, learn and
work better together
3. Content Management - how meaningful content is produced,
discovered and used

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 4. Data & Information Management - how data are transformed into useful, accessible information
We will use the knowledge ecosystem framework during Phase 1 discovery activities to classify the user stories that
we collect from project stakeholders and user representatives. As requirements are defined, this framework will help
identify needed integrations and linkages with other systems so that all aspects of a user’s knowledge, information
and data needs will be accommodated for.
For more on the knowledge ecosystem, see our related whitepaper available at
https://www.idealstate.co/whitepaper-knowledge-ecosystem.

MAKING THE INTRANET SOCIAL

There was a time in the early history of intranets when staff would consider themselves lucky to have a centralized,
static repository of documents and data related to the work of their organization. Popular technology platforms
come and go but the components of what we refer
to as a traditional intranet have remained more or
less the same. These are centrally accessible
databases with a relatively friendly user interface
where users can share and retrieve a variety of
content. While these systems have served their
purpose quite well, they have become woefully
inadequate in a modern era dominated by user-
friendly search tools like Google and social media
platforms like Facebook, Twitter and Instagram.
A social intranet takes the best of the traditional
intranet’s content management features and
combines them with state-of-the-art social features
and functionality to support a fully interactive,
online employee community supported by state-of-the-art search functionality. At Ideal State, the only intranets we
implement are social intranets, since our experience has shown that traditional intranets simply cannot keep up with
the demanding information flows and changes of the modern workplace. In fact, many traditional intranets never
even make it to their final envisioned state due to the complexity of the user experience and unexpected cost
overruns for the customization and management of these primarily IT-centric, rather than user-centric,
systems.

USER ADOPTION AND ENGAGEMENT

The launch of an intranet signals the beginning, not the end, of a journey to transform how an organization works
and learns together. For this reason, Ideal State places great emphasis on a carefully constructed, evidence-based
approach to securing and sustaining intranet user adoption and engagement throughout the intranet lifecycle. We
consider that a user has adopted an innovation (i.e., the CFF intranet) when they decide to make full use of it as the
best course of action available. User engagement is defined as the degree to which a user regularly interacts with,
promotes and/or supports the use of the innovation, individually and within their networks.
Planning for successful adoption of the CFF intranet will begin in Phase 1. At this stage, we will work with
stakeholders to consider various proven adoption models (e.g., viral, structured, hybrid) and select the model that
best supports CFF’s organizational culture, structure and business objectives. In Phase 2, we will conduct a series of
stakeholder design thinking sessions to further refine the adoption model and plan out a full set of activities that will
support the selected approach in close partnership with the CFF staff.

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DESIGNING FOR OPTIMAL USER EXPERIENCE
A design is only as effective as it is usable, which is why the user experience design of the new CFF intranet will be
firmly rooted in the data we collect during the discovery phase. Through a clear understanding of the site’s goals and
objectives, and scenario mapping of prioritized use cases, we
will be able to make informed recommendations about the
architecture and presentation of information in the CFF
intranet. The user will be able to easily find site features and
quickly accomplish tasks by finding the right information at
the right time. Aesthetic choices will be based on research
findings, user feedback and branding standards, rather than
on subjective preferences.

MANAGING CHANGE
We believe it is never too early to start thinking about change management. Ideal State has developed a set of
proven change management methods to support intranet roll-out based on popular frameworks such as those from
Prosci and John Cotter. During Phase 1, we will work with stakeholders to identify how the new intranet might affect
the organization and define potential risks to adoption. We will also develop plans to ensure that the right people are
involved in the change process and empowered to serve as champions within their teams before, during and after
launch. Later in Phase 1 and moving into Phase 2, consultations with representatives of all user groups will be used to
craft the appropriate communication, onboarding and training approaches. Some of the principles embodied in our
approach to change include:
• Communicate early and often
• Never stop promoting
• Work closely with champions
Ideal State brings a wealth of expertise on how to avoid common post-launch pitfalls, such as large drop-offs in
usage, often referred to in the technology sector as the “trough of disillusionment”. Our focus in Phase 2 will be to
empower key CFF staff to serve in this ongoing promotion role once our work has come to an end and we will leave
behind a wealth of knowledge and tools to ensure their success.

MEASURING SUCCESS
The critical question throughout the lifecycle of an intranet is
whether or not it is functioning as intended and delivering
maximum value to its users. Intranet health (or as we like to
call it, community health) is comprised of a combination of
factors, from whether the system is satisfying business
objectives to whether or not users are successfully integrating
the site into their daily work experience. We will develop a
comprehensive user feedback and measurement plan,
defining key performance indicators (KPIs) that will be used
to routinely assess the health of the CFF community and
guide needed adjustments to site design and management.
The work of community building is never finished, so we will instill CFF staff with the necessary skills to continually
listen, fine tune and test to keep up with the constantly changing needs and preferences of users and the
organization at large.

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PROJECT PLAN, SCHEDULE AND BUDGET
The following is a representative plan based on both CFF’s requested approach and Ideal State’s process for laying
the groundwork for a successful social intranet. We look forward to reviewing this plan with the CFF core team and
tailoring it based on institutional priorities around scope, schedule and budget.

PHASE 1 PROJECT PLAN

The following table provides an overview of the key activities and deliverables for Phase 1. A final, more detailed
project plan will be developed with the project core team during the project kickoff stage.

STAGE KEY ACTIVITIES DELIVERABLES

CORE TEAM • Identify stakeholders and stakeholder engagement planning Finalized Ideal State work
STARTUP AND • Project planning (meeting cadence, members, schedule, plan with timeline,
communications) milestones and deliverables
PROJECT KICKOFF

STAKEHOLDER • Business objectives and corporate strategy alignment Digital roadmap highlighting
DISCOVERY • High-level positioning, branding and strategy key features and integrations
• Requirements gathering: 3-5 focus groups and 10-15 one-on-one to help CFF meet its goals
interviews
Intranet strategy document
o High-level use cases
(to include outputs of all 1B
o Business requirements
activities)
o Content audit
o Users, departments and groups mapping (to identify
champions and early adopters)
• Current technology systems mapping
• Initial core team discussion around change
management/communications plan
• User adoption and rollout strategy discussion and planning
o Security and privacy configuration
o Legal: terms of use and privacy policy
o Planned user adoption model
• Define success criteria and metrics (including KPIs)

INFORMATION • Define site structure and develop site map IA Package including site
ARCHITECTURE (IA) • Collaboration strategy map, collaboration strategy
and wireframes
o Privacy model (what is open, what is private)
o Internal customer support (how departments can serve
staff with a self-service experience)
• Wireframes with 2 rounds of revisions

UX AND DESIGN • Mobile and desktop (responsive) UX and design exploration, Two mobile and desktop
EXPLORATION including user testing and feedback design directions

PLATFORM • Develop criteria for assessing the suitability of intranet platforms Landscape analysis report
EVALUATION AND • Landscape analysis of best-in-class platforms and recommendation of
SELECTION • Evaluation of 3-4 top platforms based on requirements intranet software platform
• Facilitate tailored demonstrations and core team evaluation of
select platforms

CFF Intranet Redesign Project | Ideal State | Submitted Nov 10, 2017 8
REQUIREMENTS • Based on platform selected, develop a complete set of technical Technical and functional
DOCUMENTATION and functional specifications (to be updated after completion of requirements and
the final design process in Phase 2) specifications

FINALIZE TIMELINE, • Work with core team to develop a Phase 2 timeline, work plan and Recommended budget and
WORK PLAN AND budget timeline for Phase 2
BUDGET FOR
PHASE 2

PHASE 1 PROJECT SCHEDULE

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PHASE 2 PROVISIONAL PROJECT PLAN
The following is a provisional project plan based on the expected activities to be undertaken during Phase 2. A final,
more detailed plan will be developed with the project core team at the conclusion of Phase 1.

STAGE KEY ACTIVITIES DELIVERABLES

DESIGN DEFINITION • Develop design system for intranet including a visual language Complete set of design
and style to support desired user experience components

PROTOTYPE • Apply final design to prototype environment Functional prototype

DEPLOYMENT • Build out sample groups and spaces with proposed key features environment
• Conduct user testing and internal assessment to gather feedback
User testing report including
on the design and functionality
design, UX and functionality
recommendations

TECHNOLOGY • Develop plan for integrations with third party systems Deployment of tested and
IMPLEMENTATION • Finalize functional and technical requirements approved production site
• Create development plan based on agile methodology
Documentation and support
• Establish bug reporting process
materials for all
• Platform configuration and build
o Registration requirements customizations/integrations
o Profile settings and required fields
o Space, privacy and content settings
o Deploy spaces and groups needed for launch
• Code Development
o Templates
o Integrations, plug-ins/add-ons
• Testing
o Unit testing and user acceptance testing
o Issue resolution

USER ADOPTION & • Develop rollout plan to best serve chapters, care centers, remote Rollout plan
ENGAGEMENT workers and HQ staff.
Change management
• Change management and communications
(PREP FOR o Initiate pre-launch communication communications templates
LAUNCH) o Work closely with champions and early adopters and materials
o Plan and prepare for first-round onboarding Community management
• Community management training materials
o Community manager onboarding and training
o Finalize user training plan and support model User training materials
o Establish clear roles and activities for core team
o Finalize monitoring reporting requirements and data Site monitoring and
collection process reporting plan

ADMINISTRATIVE • Finalize terms of use, community guidelines, privacy policy Terms of use, community
AND LEGAL • Establish site governance approach for post-launch guidelines and privacy policy
deployed in site
Site governance policies and
procedures

LAUNCH • Launch to early adopters Design and style guide

o High-touch user support and personalized training supporting site place
o Promote early successes creation, maintenance, and
• Rolling or org-wide launch future enhancements
• Ongoing strong community management
Site management standards

CFF Intranet Redesign Project | Ideal State | Submitted Nov 10, 2017 10
BUDGET FOR PHASE 1 DELIVERABLES

PROJECT STAGE LOW ESTIMATE (HOURS) HIGH ESTIMATE (HOURS)

CORE TEAM STARTUP AND KICKOFF 40 53
STAKEHOLDER DISCOVERY 128 172
INFORMATION ARCHITECTURE 60 80
DESIGN 72 95
PLATFORM REVIEW AND SELECTION 80 107
REQUIREMENTS DOCUMENTATION 40 53
BUDGET & TIMELINE 60 80
TOTAL HOURS 480 640

TIME AND MATERIALS FEE ($185 PER HOUR) $88,800 $118,400

Ideal State standard billing terms are as follows: Ideal State will invoice at the end of each month for actual time
worked in the prior month. All invoices are due NET 30 of invoice issue date.

PHASE 2 BUDGET RANGE

The budget for Phase 2 will depend heavily on the final system requirements and choices that CFF will make
regarding project scope, schedule and budget priorities. The following are major factors that will affect the final
budget:
1. Choice of technology: some platforms require more customization than others to be launch-ready
2. Amount of design work desired
3. Amount of technology platform integration desired
4. Decision on how many departments, groups and spaces will be live at launch, vs. phased in post-launch
5. How the chosen adoption model (e.g., viral vs. structured) affects the overall duration of the project
Our expectation is that during the course of Phase 1 we will work together with CFF to fully understand and weigh
these considerations to arrive at an approach that is most suitable for the organization.
For planning purposes, Ideal State estimates that a cost-conservative approach to the project would result in a
minimum budget of $110,000 for Phase 2. A less budget-conscious and/or more customization-heavy approach could
result in a budget in the range of $250,000.

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KEY PERSONNEL
The following individuals will contribute their specialized expertise to the CFF Intranet Redesign Project:

SARA TEITELMAN, MPH | PRINCIPAL STRATEGIST, COLLABORATION & USER ENGAGEMENT

Before co-founding Ideal State, Sara spent more than 12 years implementing award-winning knowledge
management, innovation and organizational learning systems and strategies for international non-
profits including Pact and the Elizabeth Glaser Pediatric AIDS Foundation. She is highly regarded in the
knowledge management (KM) community for her human-centered approach to building intranets and
collaborative communities for social good, is a frequent blogger, and has been a featured speaker at industry
conferences including KMWorld, InsideNGO, APQC, and JiveWorld. Her groundbreaking work in KM has provided
the foundation for Ideal State’s whole-systems design philosophy and will inform the overall strategy and execution
of the CFF Intranet Redesign Project.

JEREMY NURSE | PRINCIPAL STRATEGIST, PRODUCT/TECHNOLOGY

Jeremy co-founded Ideal State after two decades of experience designing and implementing digital
strategy, content marketing, and customer engagement projects for Ford Motor Company, Nationwide
Insurance, Children’s Medical Center, and several U.S. government agencies. His experience designing
and implementing intranets, extranets and a variety of digital transformation initiatives, along with his
skill as a digital strategist, will inform his leadership of all technology-related work on this project and support
development of a robust strategy for enhancing knowledge sharing and collaboration at CFF.

AMANDA OTTER | UX & DESIGN LEAD

Amanda Otter is a full-stack designer with extensive intranet experience that includes strategy, user
experience design, user interface design, and front-end development. Amanda’s work balances a strong
foundation of design training with modern human-centric design methodologies. In her 24 years of
professional design experience she has been the creative lead on projects for clients including the W.K.
Kellogg Foundation, Direct Relief International, Peace Corps, National Public Radio, WETA, National Museum of
American History, and Zipcar. Her work has been recognized by the Webby Awards, Creativity International, the W3
Awards, and the Art Director’s Club of New York. Amanda seamlessly bridges technology and design, and she is as
passionate about a solid, intuitive user experience as she is about clean, smart code.

ANNA LOPEZ, PMP | IT CONSULTANT & PROJECT MANAGER

Anna is a certified project management professional (PMP) who brings more than 20 years of experience
in IT project leadership in the healthcare and government sectors for leading firms including Lockheed
Martin, Presbyterian Health Services and several U.S. government agencies. She has led complex system
implementations in a variety of healthcare settings including hospitals, clinics, radiology, pharmacy and
health insurance organizations. After graduating with a Master in Public Administration degree with a concentration
in health policy from Syracuse University, Anna spent seven years as a Presidential Management Fellow at the
National Institutes of Health where she supported a diverse set of initiatives for the National Cancer Institute, the
Office of the U.S. President, and White House Health Care Reform Information Center.

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HOOR JANGDA | IT CONSULTANT & BUSINESS ANALYST
Hoor has several years of experience working with large federal agencies including the Veterans
Administration and leading non-profits such as Planned Parenthood and Oxfam America in the areas of
needs analysis, requirements gathering, IT project management, and data management and analysis.
She has a proven track record of supporting successful large-scale enterprise technology projects and is
skilled in working with diverse stakeholder groups to drive processes around sustainable IT governance, KPI
definition and process improvement. Hoor holds a Master of Global Policy Studies degree from the University of
Texas at Austin.

ROB MORLINO | ASSOCIATE CONSULTANT

Rob has a variety of experience in nonprofit management, fundraising, and board governance. Prior to
his current role, he worked as a consultant supporting social enterprises and nonprofits in the areas of
program sustainability and donor outreach strategy. With an intimate knowledge of the nonprofit sector
and an academic background in the social sciences, Rob provides a variety of support to Ideal State’s
client projects, from detailed evaluations of the latest IT platforms and strategies to supporting the design and
execution of Ideal State’s signature approaches to user adoption and engagement. Rob holds a Master in
International Relations degree from the University of Chicago.

PAST PROJECT EXAMPLES

W.K. KELLOGG FOUNDATION
Employee Intranet and Partner/Grantee Extranet
The W.K. Kellogg Foundation (WKKF), one of the ten largest U.S. foundations, is known for its active engagement of
the communities it serves, promotion of racial equity, and development of the leaders of tomorrow. With more than
$430 million in annual grantmaking, roughly 200 staff and hundreds of partner organizations in the U.S., Latin
America and the Caribbean, WKKF required a best-in-
class solution to address their knowledge management,
collaboration, and learning needs both in and outside the
organization.
Ideal State was brought on as a consulting partner to
WKKF’s Information Systems and Technology
department in 2015 to develop a strategy to support
online collaboration and knowledge exchange between
WKKF staff, grantees and partners. The initial discovery
phase involved a variety of information gathering
techniques, from key informant interviews and focus
group discussions with staff, grantees and community
partners to a desk review of prior staff surveys and
grantee research. Once Ideal State’s strategy was
approved by WKKF leadership, the decision was made to document system requirements and move forward with the
selection of an appropriate technology platform to host the envisioned partner and grantee online community.
Ideal State undertook a thorough evaluation and analysis of off-the-shelf solutions as well as a detailed analysis of
WKKF’s current IT infrastructure. In close consultation with stakeholders, the Jive platform (www.jivesoftware.com)
was selected and the Ideal State development team went to work designing and building a customized prototype
based on WKKF’s requirements.
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After extensive user-testing, the private online community was officially launched as Communities linked by WKKF in
early 2016. The site is home to more than 75 collaboration groups devoted to advancing WKKF-supported work in
the areas of child health and well-being, racial equity, and food security, among others. More than 1,500 partners
and grantees use the community as their primary hub for accessing technical resources and interacting with WKKF
staff and one another to advance WKKF’s mission, with new groups and content being added daily.
Based on the success of the Communities linked by WKKF project, Ideal State was asked by the Vice President of
Information Systems and Technology to develop an employee community for WKKF built on the same Jive platform
with which WKKF staff were now familiar. This new site became known as Workspaces and was launched as a pilot
with select departments in January of 2017.
Shortly after Ideal State began developing the Workspaces site, WKKF leadership decided to make a significant shift
in their organizational structure to that of a “Networked Organization.” With support from Deloitte, WKKF launched
an organization-wide change initiative aimed at
flattening its traditional hierarchical structure and
supporting teams to work more collaboratively and
transparently across geographic and departmental
divides. WKKF leadership and Deloitte identified
Workspaces as the perfect tool to support WKKF’s
transition to a new way of working and the Ideal State
team jumped into action to tailor its user adoption,
engagement and training model accordingly. Adoption
waves officially began and are on target to achieve 100%
staff adoption by the end of the fiscal year.
Together, Workspaces and Communities linked by WKKF
are fundamentally changing the way staff, partners and grantees work and learn together. While thoughtful
selection and design of a highly customizable technology platform were critical to the success of both projects, Ideal
State’s signature human-centered approach has been critical to securing widespread adoption and engagement
among a diverse user population.

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LUTHERAN IMMIGRATION AND REFUGEE SERVICES
Employee Intranet and Partner/Grantee Extranet
For more than seven decades, Baltimore-based Lutheran Immigration and Refugee Services (LIRS) has been a
champion for migrants and refugees from around the globe.
Their legacy of courageous and compassionate service has
made a difference in the lives of hundreds of thousands of
people who have sought safety and hope in America’s
communities.
In 2015, LIRS decided that the current set of technologies
supporting content management, learning and knowledge
exchange within their organization were not meeting the
needs of their highly skilled and collaborative workforce.
They had already made the decision to implement a social
intranet using the Jive software platform and reached out to
Jive implementation partner, Social Edge Consulting, to
support them in this process. Social Edge in turn reached
out to Ideal State, seeking their partnership as project leads
given their specific domain expertise in launching social
intranets for nonprofit organizations.
Over the course of a few short months, Ideal State led an in-
depth discovery, design and implementation process that resulted in the successful launch and roll-out of the LIRS
social intranet to 100% of staff. Ideal State also provided capacity building support to the newly hired intranet
community manager, getting her up to speed quickly and enabling her to take over all aspects of site management
and ongoing user engagement.
Based on Ideal State’s successful leadership of the intranet project, LIRS approached us directly a year later to
support them in three separate initiatives: (1) design and implementation of a partner extranet, (2) development of a
knowledge management strategy, and (3) design and implementation of a Salesforce CRM database.
A detailed case study on the design and implementation of the LIRS partner extranet can be accessed on the Ideal
State website at https://www.idealstate.co/case-study-lirs-partner-extranet.

CLIENT REFERENCES
Ross Comstock Bill Bisbee Annemarie Reilly
Vice President, Information Chief Information Officer Executive Vice President, Strategy
Systems and Technology Lutheran Immigration and and Organizational Development
W.K. Kellogg Foundation Refugee Services Catholic Relief Services
ross.comstock@wkkf.org wbisbee@lirs.org annemarie.reilly@crs.org
(269) 969.2155 (410) 230.2896 (410) 759.5277

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