Telecomms Strategy and Transformation
IAG is the owner/operator of the State Insurance and NZI brands. Their Project Converge was a full infrastructure replacement with fully converged IP voice, data and video network to over 50 sites and 2,200+ IP endpoints. It included a full suite of sophisticated call centre applications and development of ITIL-based service management model linking with IAG’s IT infrastructure supplier. This was built around a full Service Level Agreement within a managed service contract. One of the critical success factors was seamless disengagement of the incumbent supplier.
Voco :
- Provided the Programme Director, Transition Manager, Service Management Process Lead, PMO Manager and Call Centre specialists as part of the overall project team.
- Managed the successful implementation of Project Converge to time, budget and requirements – including benefit realisation. The project scope included:
- Telecommunications Strategy
- Developing the Business Case
- Managing a defensible contestable process (RFP/evaluation/negotiation)
- Managing the complete Transition/Deployment process
- Disengagement from incumbent supplier
- The results delivered included:
- Significantly reduced telecommunications operating costs
- Step change in service quality
- Significant business productivity benefits through deployment of virtual queue
- Scalability and planning visibility through fully transparent resource unit based pricing model
