ENABLING DIGITAL FIRST
ENABLING DIGITAL FIRST
THE FUTURE DIGITAL PLATFORM – DARWIN DESIGNS AND DELIVERS ORIGIN
“I would describe Project One as a consultancy who can offer you committed, senior resources, taking benefits: we have engaged all business departments to define our approach to business change and built a Telenet team and culture to ensure that the benefits and outcomes expected from the transformation will be delivered. the lead on big and complex technology enabled business transformations, end-to- end, driving, shaping and landing results.” Barbara Arnst, VP Customer Delivery Journey. The Approach Project One has driven the programme from mobilisation, through design, technology delivery, and business readiness to ensure the changes land and stick in all areas of the organisation. We are leading an integrated team of Telenet and industry partners and have provided: Exemplary programme leadership: driving the whole programme, over a three- year duration to-date, setting the culture and behaviours for success and integrating three main partners, and a combined team of hundreds. Dynamic programme mobilisation, design and build: we have designed and implemented the overall and fit for purpose governance structures for the programme, identified and brought on board programme champions and change agents, and course corrected partners when delivery has not met expectations. Engaging business change approaches that deliver
The Outcome Transformation programmes are complex and will face challenges in their execution, our role is to mitigate the risk and when experienced we manage them and resolve them, working in partnership. There has been a significant and exceptional item that has adversely impacted the Darwin delivery timeline to date, namely the late delivery by a key supplier of a critical component of their solution. Project One worked with Telenet to firstly ensure that the issue and impact were understood by both parties to CEO level. Only then could we work with the supplier, and put in place a recovery approach, whilst communicating the downstream impact to all parties. This recovery approach extended to undertaking a process and ways of working audit at the supplier’s offshore Delivery Centre(s) to understand the key underlying causes that led to
“Project One has a very important role in bringing everything together in this programme. They listen and understand our business, and they have consultants with the personality that helps us to talk to each other, which is a real strength.” Benedikte Paulissen, Chief Customer Officer. Encouraging a ‘Customer First’ mentality: we have built into the programme culture a focus that all elements of the design are driven by a ’Customer First’ mentality. Customer experience and journey design drives all development activity, Darwin is a business-led transformation. Efficient agent journeys: we have used advanced technology capabilities to automate customer service activities where possible, and design seamless omni-channel processes for agents to most effectively serve the customer. Agile and multi-modal delivery methods: we have successfully built a multi- modal delivery model across three different technology platforms, including the ability to integrate Agile at scale with more waterfall developments. Transformation PMO set-
The Challenge Project One is leading and supporting the delivery of Telenet’s Darwin Programme, the aim of which is to enable and deliver the Telenet future digital and core systems platform, known as Origin. This is the largest and most complex transformation in the organisation’s history. Origin will enable Telenet to respond rapidly to changing customer needs and will deliver: Customer facing digital capabilities: all apps and websites for sales and customer service will be delivered through Origin for all Telenet brands. Data and insight: data & analysis capabilities across all customer & agent interactions.
Artificial Intelligence based decisioning capabilities: AI capabilities will support marketing activities to help customers get the best value from their Telenet offerings, along with optimising internal processes. Retail and contact centre channels management: Origin manages the work distribution across contact centres and delivers a new agent experience that minimises time to competence for agents and reduces cost to serve. Core BSS platform: Customer Acquisition, Customer Service and Billing Capabilities. Digital Identity Management: Single Sign-On and customer identification.
This is an end-to-end transformation of customer facing interactions and at the same time the supporting back-office functionality and processes. Origin will enable Telenet to take a more Agile approach to delivering new propositions into the market and will create process efficiencies and cost reductions across the technology platforms and customer service operations. Importantly, Origin is both omni- channel and multi-brand which gives Telenet huge flexibility across its existing brands and supports potential future acquisitions.
the late delivery issue. The introduction and deployment of the new
Origin platform will enable all customer bases in scope to be successfully migrated onto the new platform, with all of its many benefits and outcomes for Telenet and the end-customers.
up: using a blended near-shore and on- shore PMO model, Origin has a cost effective PMO that has ensured the programme delivers and provides effective overview, control and governance for the sponsor and Senior Executive team.
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