Post on 23-Jan-2015
description
Making a difference in the Enterprise:
Social Software Development @ Virgin Media
Nick Good • Head of Technology Efficiency • Virgin Media • @nickgood7
Virgin Media Field Teams
FuturesMethod
Value
Inception
JIRA
A journey into a new world…
Virgin Media
Ultra-fast broadband connections - speeds of up to 100Mb
To over half of all UK homes
The most advanced interactive TV serviceBroadcast TV and On-Demand powered by TiVo
First to offer HD TV and 3D on demand to UK households
First and most popular virtual mobile network in the UK
One of the largest fixed-line Home phone providers in the country
But first the corporate stuff…
Inception…
Virgin Media Field TeamsThe challenge we were set….
Simplify the business by improving
Technology
Demonstrate the Value
of IT
⚑⚑
Virgin Media Field TeamsBut what would we need to take on such a task ?
And what were we given ?
Value…
TOC
FSOCInstalls
Billing & Payments
Accounting Services
TSCStaff Accounts
Business Billing
Customer Retentions
Sales Retail
Business Assure
Revenue Assurance
Sales Order Entry
Customer ComplaintsCredit Management
Consumer CollectionsField
2012 – Results 2013 – Results (YTD)Some big numbers….
Where did we go ?
• 22 Cycles Completed
• 400 Opportunities Delivered
• 400,000 Hours of time saved
• £Several in Revenue realised
• NPS Score +77
• 18 Cycles Completed …
• 245 Opportunities Delivered … [ 420 ]
• 230,000 Hours of time saved … [ 430,000 ]
• £SeveralMore in Revenue realised … [ £LotsM ]
• NPS Score +92 … [ ? ]
Virgin Media Field Teams
0
100
200
300
400
What have we delivered…
ServeNow ServeNPC ServeSIP ServeOrder
New System Hardware Reports ProcessMajor Change Education Minor Change
+92“outstanding team”
“I take my hat off to them”
“would recommend them”
“definitely like to have them back”
“a wonderful group of people”
“Field Team have given us hope”
“approachable, available,
Knowledgeable”
“always be using them for our projects”
“gone above and Beyond”
“they exceeded my expectations”
Do they luuuuurve us ?10 or 9 8 or 7 6 to 0
Promoter Passive Detractor
NPS = %age of Promoters less %age of Detractors
Net Promoter Score
Virgin Media Field Teams
Method…
Care
ICOMS
RemedyIRB Oracle ERP
ASPECTSifter
Etc…CCCSBOSS
CDFE
ü ü ü
ü ü ü
ü
ü
üSystem Processes
Training Reports
Hardware Data Interface
Change Mgt
Security
Sol’n Design
Cost Saving
Calls Reduction
Trucks Avoided
Hours Saved
Feedback
Benefits
ServeField Teams
Operational Simplification
Virgin Media Field Teams
Observation & Analysis
Planning
In-cycle Delivery
Post-cycle Delivery
…
Executive SponsorshipExecutive Sponsorship
NowObserve Capture Analyse Plan
Collaborate
Communicate
Deliver
JIRA NPC
NPC
SIP
Order
Field Teams (x3)
Dev &
Support
Tech
Data
Process K
nowledge
Technical Skills
Business S
kills
Leadership Skills
FT Governance & Ops
And along came JIRA…
Virgin Media Field Teams & JIRA
Customised “issues” track all opportunities identified
Quality of capture is monitored through dashboards
Field Team Opportunities
Virgin Media Field Teams & JIRA
Planned
Not Planned
Com
pleted
Rejects & Dupes
Captured O
pportunities
Outstanding
3 Perspectives of the Plan
Where are the benefits coming from ?
When do we deliver ?
Virgin Media Field Teams & JIRAComplete Control…
Futures…
Virgin Media Field TeamsThe challenge has been increased….
Increase in Value
BIGGER Solutions for the BIGGER problems
⚑
⚑
Thank you!
Nick Good • Head of Technology Efficiency • Virgin Media • @nickgood7
#SocialSoftwareDev
Matthew Jensen • Deve loper Re la t ions Engineer • ATLASS IAN • @matthewjensen
Making a Difference:I THE ENTERPRISE
Graeme Smith • Sen ior Deve loper • ATLASS IAN • @GraemeOfSydney
+ +
MakeADiffAtlassianFoundation
Atlassian Foundation
%1 Annual profitEmployee timeAtlassian equityCommunity Licenses
One Percent Model
Employee Contributions
$ Atlassian will donate up to $1000 per year per employee through donation matching
All Atlassian employees are eligible for five days of foundation leave per year
Foundation Council
Giving the youth of the world access to a world-class education to break the poverty cycle
$2.5 million6 schools150 libraries1,500 girls
It’s too hard
I’m too busy
Making it Easier
Plan A: Spreadsheet
Plan B: JIRA
?
?
?
??
Much Better Plan:
Service Desk makes the process of logging volunteer leave and donation matching easy. ”“
Making Time
%11
Success so far
• Not tech savvy
• Small IT budget, if any
Where Charities Struggle
• People are excited about this, but...
• They don’t know where to find volunteering opportunities
Employee Volunteering
Crowdsourcing• People can contribute as much as they like
• No time or geographic constraints
• Tap into a wealth of skills
Open Source• Anyone can contribute
• Low barrier to entry for volunteers
• Promotes re-use between projects
Under the Hood
J IRA
Make a Di f f
Serv le t F i l tersRedirect pages
Webwork Act ionsNew pages
Act ive ObjectsPersistence
i f rameEmbedded Agile board
• Volunteers
• Code Camp
• Hack Days
• JIRA Agile, Bamboo, HipChat
How Was It Built?
• Increase volunteer opportunities
• Better use of time and money
• Help more charities be awesome
Impact
• https://makeadiff.org
• Worldwide community - anyone can volunteer!
• Stockpile of re-usable solutions
Plans for the Future
It’s too hard
I’m too busy
It’s easy
I’m too busy
It’s easy
It’s efficient
Thank you!
Matthew JensenGraeme Smith
Text code below to 22333or visit http://bit.ly/1bR92XO
Making a Difference in the Enterprise
To join this session, send text 136888 to 22333
AWESOME = 2G
PRETTY GOOD = 2F
NOT BAD = 2E
MEH = 2D
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