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1 24/7 Changes at Swansea September 2012. 2 …..we recently signed a big deal to supply Mobile Ethernet Access to the first 4G provider MBNL – Mobile Broadband.

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Presentation on theme: "1 24/7 Changes at Swansea September 2012. 2 …..we recently signed a big deal to supply Mobile Ethernet Access to the first 4G provider MBNL – Mobile Broadband."— Presentation transcript:

1 1 24/7 Changes at Swansea September 2012

2 2 …..we recently signed a big deal to supply Mobile Ethernet Access to the first 4G provider MBNL – Mobile Broadband Network Limited Owned by ThreeUk (H3G) and Everything Everywhere (EE). EE have the biggest influence on the contract at the moment due to their 4G licence agreement. BT is a supplier into MBNL along with Ericsson and NSN. BTW own the commercial contact between BT and MBNL. New deal 2 year deal signed formally in July worth about £200m revenue This is important because it could lead to more value-add work in the mobile sector (i.e. upgrade existing MEAS sites) We have received almost double the volume of orders expected.

3 33 This led to an opportunity to re-home work at Swansea SiteWhatHow ManchesterPeople moves across to support major new growth opportunity Work moves to Swansea and trials work concludes ChesterPeople moves across to support major new growth opportunity Work moves to Crawley and offshore and trials work concludes SwanseaCapacity created to enable moves Rebuild HLE team based entirely in one dedicated site Four dedicated 24/7 teams co-located with the new HLE team OCR 50% reduction in workload on 24/7 Offshore contingency CrawleyCapacity created to enable moves WBC Migrations and Forecasting OCR OffshoreCreating capacity onshore to facilitate the moves and providing overspill facility on HLE OCR Quality training will be provided to facilitate all moves – within BT Wholesale & BT Operate Rigorous Handover Phased moves to de-risk changes Enabled by work moving offshore; OCR; 50% reduction in workload on 24/7; offshore contingency model 3 Four dedicated 24/7 teams co-located with the new HLE team Teams made up of 5 people plus two managers and located at Swansea 2 Build High Level Escalations team based entirely in one dedicated site Moves to Sean Kiernan’s team, also covering high level complaints/RCA. 1

4 4 24/7 Changes 24/7 – Team 1 5 C3’s Bev Williams pattern 24/7 – Team 2 5 C3’s Dave Goodale old pattern 24/7 – Team 3 5 C3’s Allison Price pattern 24/7 – Team 4 5 C3’s Paul Copley old pattern Bev Williams Jon Peters Smaller teams with a manager working across two small teams with 10 people in total Balance between the shifts and option of sometimes covering time with both teams as handover set up from team 1 to 2; 2 to 3; 3 to 4; etc Support in the day through the other Swansea based managers Part of wider HLE team

5 5 24/7 – introduction of long-term supervisory cover Utilise LTS cover to reflect additional responsibility taken in addition to their day-to-day job requirements, but where the overall role is not appropriate to a higher skill or managerial level Key distinction is that this is for 24/7 – the core operational teams that keeps the business running in the night when no-one else is at work Opportunity to rotate to suitable team members to support development aspirations This will involve: -Supervisory responsibility for a group of people in the same skill band as they are -controlling work and flexing resources over and above the simple allocation of work -ensuring that resources are available and used efficiently -prioritising work (such as when incident arises) which can mean some cannot be covered -dealing with ad hoc team member level issues (short-notice leave, etc) -coaching and supporting the team on duty -being the first point of escalation (via phone/ ) and owning senior out of hours escalations in addition to acting as contact/escalation point for offshore -logging and, where appropriate, escalating in relation to incidents or high level escalations -managing appropriate IVR/Echat landing pages to notify industry of issues -dealing with senior managers and informing senior management of business critical issues -delivering reports to the senior audience with up to date information for the shift This won’t involve: -responsibility for performance management, 121’s and non-discipline related. -responsibility for team strategy, business improvements projects, etc


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