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AGS-336 Virgin Media Accelerating Network Tuesday 16X9 TES 116 1145Am.Pptx

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ACCELERATING NETWORK TRANSFORMATION IN 84 DAYS Henry Minogue Liberty Global, European Director Consumer Solutions Transformation Agenda • Liberty Global – Who we are. • Digital transformation – The necessity – Overcoming the constraints of legacy (Bi model Approach with an agile platform) • Virgin Media - Network Expansion – Expanding our network footprint – Accelerating return in investment • Virgin Media – Service Intelligence – Data, Rules and Insight driven Intelligence – Personalised next best action / offer 2 Liberty Global *Vodafone / Liberty JV 50% 3 Digital Transformation Imperative DIGITAL ENGAGEMENT INTERNET CLASS & OMNI CHANNEL DIGITAL CAPABILIIES Service fulfilment must move Elevated capabilities based on from physical to digital, seamless data capture, user context, across every channel and intelligence and analytics; new service interaction business and service monetization models TRANSFORMED GO BEYOND THE PIPE SERVICE AGILITY TOWARDS DIGITAL SERVICES As customers use more over-the- Cable’s industrial back office systems top services, they expect the same to support the network drive agility in our ability to evolve the significant cost and complexity. user and service experience New; capabilities needed to diversify offerings in digital service domains 4 Digital Transformation Challenges 1 Telecom Speed vs. Internet Speed • Waterfall development for legacy systems • Vendors have difficulty adapting to new world • Processes and culture slow to change 2 Systems of record aging and customized • Developed for a different paradigm • Vendor lock-in or low knowledge base 3 Regional Considerations • Separate BSS/OSS in most regions • Varying vendor and architecture combinations • Common requirements with regional nuances 5 Approach 1 Moving to Internet Speed We have adopted a bi-modal IT approach to achieve agility and de-couple ourselves from legacy constraints Clearly articulate the vision of the company in 5 years Engage with vendors on an Agile approach Focus on incremental capabilities Take legacy systems off the critical path Bring systems to a minimum standard Accept instances where programs diverge from vision 6 Approach 2 Innovating Above Monolithic Systems We are implementing a Digital BBS to overlay our legacy BSS Omnichannel Experience Layer • Reusable building blocks USER USER 3RD • Define the digital experience INTERFACE EXPERIENCE PARTIES • Extensible to third parties Digital Identity as the Engagement Paradigm • Shift from customer to digital user DIGITAL IDENTITY • Implement user lifecycle management above CRM & USER PERSONALIZATION • Microservice architecture across any channel/service Omnichannel Enablers • Drive intelligence into the digital experience PRODUCT CONTEXTUAL CONTEXTUAL DATA & • Reusable components; dedicated functions CATALOG CRM MARKETING INTELLIGENCE • Easy to plug in and replace if required THE LINE everything above the line is the “Intelligent Digital Platform” LEGACY BILLING ORDERING ANCILLARY Legacy IT Systems CRM & RATING & OSS SYSTEMS • Core telco capabilities (network & facilities based) • Isolation, abstraction and exposure • Fortification & replacement when necessary DATA HUB & ENTERPRISE CUSTOMER MODELLING 7 Approach 3 Leveraging a Common Platform, Supporting Regional Constraints The Common PE Core • Common denominator functions across all EU countries • Multitenant solution running in private cloud infrastructure • Single OPEX for multiple country implementation Comprehensive Solution • 90% common processes across all LGI countries • Enabling unified user journeys and processes across LGI • Allows country specific ‘overlays’ where required Country Onboarding • Brings digital functionality to countries as a full solution • UI, configuration and integration in each country • Leverages Pan European abstraction layer for integration Service Onboarding • Allows integration of a service for all countries (e.g.: Horizon Go) • Does not require the country to have Digital BSS deployed • Rapid integration for white label or premium digital services 8 Virgin Media UK • Revenue £4.5 billion * • 13.6 million homes passed • 5.4 million customers • 13.0 million cable service subscribers (RGU’s) – 3.8 million enhanced video subscribers – 5.0 million broadband internet subscribers – 4.4 million telephony subscribers • 3.0 million mobile subscribers * Revenue is for the year-ended 2016; other subscribers statistics are as March 31st 2017 9 We Are Expanding Our Network Getting the country connected to ultrafast internet is no mean feat, but it’s not just about us. By privately investing in the UK’s digital network, we're creating jobs, empowering businesses and supercharging the economy. 10 Securing Wayleave Agreements Fibre to the premise (FTTP) A fibre-to-the-premise connection (also known as fibre-to-the-home) utilises our amazing cables to connect your premises directly to our fibre network, providing exceptional speed. Hybrid fibre-coaxial Our standard connection uses a combination of optical fibre and coaxial cable to connect homes and buildings to our amazing network. Apartments & Flats When connecting a multiple dwelling unit we could connect to the building’s integrated receiver system (if there is one), or via FTTP or maybe even a bespoke cabling solution. We then use the existing wiring to get the flats or apartments connected. New developments Need your new development connecting to the web? We’ll arrange a special install tailored to your property type to get you connected as soon as possible. 11 Network Build Is Complex An access agreement is the consent that Virgin Media can carry out work on privately owned land or property. Whether you’re a developer, housing association, local authority, landlord or tenant, an access agreement must be obtained before Virgin Media can install and maintain equipment on private land Homeowners & Tenants We plan an extensive expansion of the Virgin Media’s network. Property Managers Connecting tenants to our services i.e. get your property connected to broadband, TV and phone services. Developers New builds team working with Developers. Local Authorities & Housing Associations Virgin Media has special packages in place for housing associations and local authorities. This helps us to ensure that everyone can benefit from Virgin Media’s award-winning services at a price that’s right for them. 12 The Wayleaves / Nexflow Solution The business required a new automated workflow for the Wayleaves process & an End to End process for Opportunity, Plan, Build, Release (OPBR) to support Network Expansion building two new applications on the same platform. The solution needed to interact with existing planning / GIS tools and not be constrained by them. Approach: Nexflow is introducing a Business Process Management platform utilising the Pega workflow to reflect the to be OPBR workflow process. This involved high level requirements capture followed by detailed DCO (directly Captured Objectives) discussions with business SMEs (currently in progress) to translate that into a configured workflow. Benefits: • End to End workflow from Opportunity through Release to enable Network Expansion to scale up to required volumes • Effective and efficient hand offs between teams in order to increase throughput • quality MI and reporting in order to accurately forecast activities for effective resource management, supply chain and to support finance and sales teams • Automation of the Wayleaves processes and integration into the core workflow which will allow earlier identification of Wayleaves needs and tracking of progress 13 The Pega Solution 14 Delivery Approach – Incremental Benefits VALUEVALUE Command & Extend Channel Control Interfacing Extensions • New end-to- • Prioritise high • Roll out full end process value-add mobile • Gain visibility interfaces capability • On board • Process • Complete components inflight ‘cases’ improvements value-add based on interfacing Reuse existing Pega empirical • Process evidence infrastructure and common common and infrastructure Improvements 60-90 day delivery cycles 15 Virgin Media and Pega – Working Together INITIATE Virgin Media / Pega Delivery Model WAYLEAVES RELEASE ITERATIONS PLAN ELABORATION • Align vision and roadmap INCEPTION TRANSITION GO LIVE • Define release milestones CONSTRUCTION • Refine scope alignment Iteratively Build the Confirm Production High Level Scoping Deploy to Production SETUP Application Readiness • Review Requirements • Application meets • Establish environments • Design Build and Unit • Application meets and Business Test businessbusiness objectives objectives • Promote Application to • Install software Challenges • Integrate with •• FullyFully Tested Tested – –SIT,SIT, UAT, Live Environment • Draft Use Cases customer systems OAT,UAT, Performance OAT, and • BAU / Warranty LoadPerformance and Load PREPARE • Perform Operational • Perform Playbacks / Support Walkthroughs Show and Tells •• BusinessBusiness teams teams preparedprepared / /trained trained • Sizing / Capacity • Confirm resources • Incorporate Business agreed Feedback • Enable team members • Target Scope Agreed • Establish governance DCO Co-Production Governance Continuous Testing 16 Delivery Timelines • Pega Led delivery to begin, transitioning to a Partner Led/Pega Expert Services model, to ensure maximum standard functionality to deliver business benefit rapidly. Provide appropriate handover to the Virgin Media chosen delivery & support partner, in preparation towards further NExflow process enhancements • Original Challenge for Pega
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