Vodafone Ireland’s Enterprise Service Operations (ESO) team, which is based in Dublin, required a local partner to support the creation and delivery of a SharePoint portal to provide customer information and product information to their 24/7 Enterprise support team call agents. 

They had an existing knowledge sharing solution that worked as a document directory but they needed to provide their team with a centralised, comprehensive way of capturing, providing and sharing knowledge; enabling them to respond more quickly to customer queries and market changes.

Singlepoint worked with the ESO key business and product owners to define and capture scope and requirements. When that was agreed the portal was designed, built and deployed. The next step was ongoing support and maintenance of the portal.

By working together with the Vodafone Enterprise Services Operations team, the Singlepoint team successfully delivered on the key requirements for a Knowledge Management portal.

Singlepoint integrated the web based portal with the various tools and platforms used by Vodafone. This provided a one stop shop for the 24/7 team to access up-to-date customer information, which in turn enabled the agent taking the call to understand the customer requirements and fix the problem quicker.

“We have partnered with Singlepoint to support the delivery of a Knowledge Management Portal solution. The implementation of the ESO Knowledge Portal was a huge success, in no part down to the team being very responsive to any questions or ideas we had and willing to go the extra mile. What this has resulted in, is an excellent product that supports Vodafone Enterprise Corporate customers. I would highly recommend Singlepoint for anyone looking to do a similar project as ours.”

Bryan Kearney – Enterprise Services Operations (ESO) Team Manager

Vodafone is one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 57 more, and fixed broadband operations in 17 markets. As of 31 March 2016, Vodafone had 462 million mobile customers and 13.4 million fixed broadband customers.

Vodafone Ireland Limited is a wholly owned subsidiary of the Vodafone Group, the largest mobile phone operator in Ireland in terms of subscribers. The company operates a full range of voice, SMS, MMS and mobile data services network capable of offering a range of broadband services. Vodafone has implemented a Knowledge Management core portal platform to enable call agents to better service the Vodafone customer base.

Rockall delivers enterprise collateral management for the banking book to over 20 of the world’s leading banks. In re-building their flagship product onto a new technology stack, Rockall needed a new DevOps platform to fully automate their product deployment pipeline.

The goal of the DevOps platform was to deliver additional engineering capacity that would enable Rockall to build and test their complete software system dynamically with every change on an hourly basis across multiple platforms / OS stacks such as WebSphere, WebLogic, Tomcat across Windows and Linux platforms .

Our team delivered a DevOps Framework that enables the deployment of:

– AWS CloudFormation for managing AWS Resources

– Amazon EC2 for compute

– AWS IAM for securely controlling access to AWS for users.

– Amazon S3 for storage.

– VPC for securely isolating cloud access

– Integrations with existing repositories, to run the self-service components enabling developers and QA to launch environments at the touch of a button.

The deployment of our DevOps Framework enabling AWS Cloud Delivery at Rockall resulted in several benefits for the company:

– Enhanced developer focus on adding features rather than running manual tasks.

– Reduced infrastructure costs, in addition to the ability to auto scale and test large infrastructure at one click.

– Ability to launch development & test environments at the touch of a button.

“Singlepoint worked with us to deliver a fully automated DevOps process for our engineering group on AWS. The level of quality and speed of delivery that we have been afforded by Singlepoint has made massive benefit to our development processes.”

Eoin Cavanagh, Chief Technology Officer

Rockall is the global expert in collateral management technology for the banking book, enabling many of the world’s top banks manage over $2 Trillion worth of collateral daily, helping them to handle the complexity required to drive high-volume and high-value loan books while safeguarding against risk.  Rockall builds and integrates systems that enable financial institutions accurately manage and assess credit risk, supporting a deep understanding of the credit exposures that drive capital requirements and RWA.

Two years ago, the ACIA embarked on a significant change programme encompassing three streams of work: data management re-architecture, delivery of a new analytical platform and migration to cloud-based infrastructural services. All three have been facilitated by another major shift for the centre – the adoption of agile methodologies. ACIA’s agile journey has been driven as much by cultural change as it has been by new processes and governance, resulting in vastly improved delivery capabilities within ACIA’s teams.

ACIA engaged Singlepoint as a trusted technology partner to provide support in the implementation of a data analytics platform that leverages combined in-house and external data.

Singlepoint consultants with expertise in cloud computing, UI development, business analysis and agile scrum worked closely with Aon’s teams throughout this significant period of change to identify and execute process improvements, to implement new processes, governance frameworks and supporting documentation sets as well as to establish a client feedback loop and develop a shared understanding of their key problems.

As a result of our work with the ACIA team we achieved:

– Improved delivery efficiencies, reducing time to market through incremental delivery practices.

– Adoption of new delivery processes within the organization.

– Embedding and handover of processes through collaboration with internal Agile champions.

Singlepoint are a trusted provider of professional services to us. We value the strength and flexibility of their resources, understanding of our business needs and track record for delivery.

Fergal Collins, Chief Executive Officer, Aon Centre for Innovation & Analytics

Aon Plc (NYSE:AON) is a leading global provider of risk management, insurance brokerage, reinsurance brokerage, human resources solutions and outsourcing services. The firm has an employee base of 72,000 people working in more than 120 countries.

The Aon Centre for Innovation and Analytics (ACIA), based in Dublin with over 120 employees, develops and distributes impactful data-driven insights that support fact-based decision-making – ultimately driving measurable value for Aon colleagues and clients around the globe.