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 2017, Vodafone had 515.7 million mobile customers and 17.9 million fixed broadband customers
Vodafone Technology Shared Services has implemented a Demand Management Portal to provide twenty-eight Operating Entities with a centralised repository for submitting requests and managing the assessment activities as part of their demand management lifecycle process.
“We needed to look at how we manage the pipeline and fulfilment of future projects, programmes and incremental change activities,” explains David Blackeby, Head of Global PMO at Vodafone. “Our goal was to have a single point of entry for people to make demands and requests, have them assessed and ultimately work out the viability, complexity and costs in delivering them.”
Prior to this project, Vodafone used emails, face to face meetings and a number of separate portals, all in different areas, to manage these requests. “Our job is to work out potential pipeline, future resource requirements and business priorities but we lacked a centralised repository to do this,” adds David. “We wanted to move to a single common process with a toolset that drove this, underpinned by good management information we needed to run our business.”
“We chose our trusted technology partner Singlepoint to drive the implementation because of the company’s expertise in the field and Singlepoint had already demonstrated its commitment to delivering IT best practices, improving internal controls and implementing continuing process improvement. “ continues David.
Singlepoint worked with the Vodafone Group Project Management Office (PMO) to define and capture the scope and requirements. Following agreement on this, the portal was designed, built and deployed operating within the constraints defined by Vodafone. Singlepoint integrated the web based portal with Vodafone’s ticketing tool and platforms.
The portal provides a central repository for the review, management and reporting of all business demands originating from multiple business units into the PMO team which in turn allows Demand Managers to have full visibility of demand pipelines. The portal enables better management and coordination of teams and resources required to assess and respond to varying demand types.
“The Singlepoint team worked with us to deliver this portal. The company had the tooling knowledge and experience to help design a solution that would scale and accommodate the differing process complexities required. We were impressed with Singlepoint’s expertise and we continue to grow this solution allowing the people involved to manage, coordinate and undertake the assessment activities which ensures that the work can be defined, costed, tracked and executed,” concludes David. “The portal provides our customers with visibility of where things are within the process and allows us to deliver an overall better experience. Through management reporting and KPI measurements, we can both measure the overall throughput and performance of the process, adherence to SLA’s and highlight any future potential resource conflicts / constraints allowing for early mitigation decisions to be made.”