Challenges in the Redesign of Content Management

The Finnish Centre for Pensions (FCP) is a government organization acting as the central body for private pension institutions in Finland. One of its central tasks is to produce and publish guideline documents for ensuring that the pension institutions carry out pension provisioning in a unified way. Due to problems in the maintenance of the documents and requests for faster information delivery by the Internet, FCP carried out a content management development initiative during 2002-2004. The case follows the changes in components of the content management environment: in the activities of work processes, actor roles, systems, and content items. The case shows that in content management redesign, the work processes, roles of people in the processes, content items, and systems are deeply intertwined. Changes in one component often cause changes in others, and thereby iterative development efforts are needed. The case highlights the challenges encountered and describes the tools utilized for redesign activities.