Professional MBA Entrepreneurship & Innovation Leveraging Mission Critical Communications as a Managed Service A Master's Thesis submitted for the degree of “Master of Business Administration” supervised by Prof. Dr. Bernhard Scherzinger, MBA Joseph Burke MSc. 11725236 Die approbierte Originalversion dieser Masterarbeit ist in der TU Wien Bibliothek verfügbar. The approved original version of this thesis is available at the TU Wien Bibliothek. tuwien.at/bibliothek Vienna, 15.07.2019 Affidavit I, JOSEPH BURKE MSC., hereby declare 1. that I am the sole author of the present Master’s Thesis, "LEVERAGING MISSION CRITICAL COMMUNICATIONS AS A MANAGED SERVICE", 135 pages, bound, and that I have not used any source or tool other than those referenced or any other illicit aid or tool, and 2. that I have not prior to this date submitted the topic of this Master’s Thesis or parts of it in any form for assessment as an examination paper, either in Austria or abroad. Vienna, 15.07.2019 _______________________ Signature Die approbierte Originalversion dieser Masterarbeit ist in der TU Wien Bibliothek verfügbar. The approved original version of this thesis is available at the TU Wien Bibliothek. tuwien.at/bibliothek Powered by TCPDF (www.tcpdf.org) Abstract Abstract The objective of this master thesis is to investigate potential business models for Mission Critical Communications (MCC), taking into consideration evolving user organisation requirements requiring high speed data, spectrum limitations, current mobile broadband functionality and performance issues which make partnerships with commercial Mobile Network Operators an attractive option. At the time of writing, most MCC networks are owned by user organisations and operated as a managed service by subsidiaries of, or consortiums made up of telecommunications manufacturers and local partners, if not operated by the user organisation themselves. Mobile broadband offers high data rates but operates on higher frequencies and lower transmission power settings than existing MCC systems, therefore requiring considerably more network infrastructure for similar performance. For most MCC user organisations that require ubiquitous coverage, the cost of owning a dedicated broadband network is prohibitive and therefore partnerships with commercial Mobile Network providers or other options have to be considered. User requirements are examined, potential service delivery frameworks analysed and appropriate business models are evaluated. Hybrid models are examined and the relative merits of the various delivery frameworks and business models are evaluated from the user organisation and operator perspectives. Focusing on the managed service model, the tendering process is investigated and methods to fulfil user requirements and demonstrate this competence as a pre‐sales activity are discussed. Methods of maintaining superior customer satisfaction, executive and operational, are analysed while KPIs to be monitored and measures taken to retain customers once the service is running are developed. Die approbierte Originalversion dieser Masterarbeit ist in der TU Wien Bibliothek verfügbar. The approved original version of this thesis is available at the TU Wien Bibliothek. tuwien.at/bibliothek Page I Table of Contents Abstract I List of Figures ...............................................Table of Contents ............................................................................................ V List of Tables .......................................................................................................................................... VII List of Abbreviations ............................................................................................................................. VIII 1. Introduction ..................................................................................................................................... 1 1.1 Introduction to Mission Critical Communications and its features ........................................ 1 1.2 Mission Critical Communications Market Segments ............................................................... 4 1.3 Problem Formulation .............................................................................................................. 6 1.4 Network Service Delivery Frameworks & Business Models .................................................... 8 1.5 Objective of the Master Thesis: .............................................................................................. 9 1.6 Research Questions ................................................................................................................. 9 1.7 Course of investigation .......................................................................................................... 11 1.7.1 Literature Review .......................................................................................................... 11 1.7.2 Expert Workshops, Conference Proceedings, Webinars & Interviews ......................... 12 1.8 Section 1 Findings .................................................................................................................. 12 2. Literature Review: State of the Art & Market Trends ................................................................... 14 2.1 Digital Migration .................................................................................................................... 14 2.1.1 Spectrum Scarcity .......................................................................................................... 14 2.1.2 Interoperability .............................................................................................................. 14 2.1.3 Enhanced Security ......................................................................................................... 15 2.1.4 Obsolescence ................................................................................................................. 15 2.1.5 Functionality .................................................................................................................. 15 2.1.6 Lower OPEX ................................................................................................................... 15 2.1.7 Performance .................................................................................................................. 15 2.2 Evolving Customer Requirements based on expectations for LTE/5G .................................. 16 2.2.1 Public Safety .................................................................................................................. 17 Die approbierte Originalversion dieser Masterarbeit ist in der TU Wien Bibliothek verfügbar. The approved original version of this thesis is available at the TU Wien Bibliothek. 2.2.2 Transport ....................................................................................................................... 18 2.2.3 Ports & Airports ............................................................................................................. 18 2.2.4 Utilities .......................................................................................................................... 19 2.2.5 Government, Business & Commerce ............................................................................ 20 tuwien.at/bibliothek 2.2.6 Military .......................................................................................................................... 20 Page II Table of Contents 2.3 Technological Response ........................................................................................................ 21 2.3.1 Mission Critical Push to Talk (MCPTT) ........................................................................... 21 2.3.2 Coverage ........................................................................................................................ 22 2.3.3 Migration from analog to digital radio of broadband ................................................... 22 2.3.4 Current Digital Radio Systems ....................................................................................... 24 2.3.5 Multimode (or Hybrid) PMR/LTE Networks .................................................................. 24 2.3.6 Migration from digital radio to LTE ............................................................................... 25 2.4 Service Delivery Frameworks ................................................................................................ 25 2.4.1 Broadband services from dedicated networks (Scenarios 1 & 3) ................................. 25 2.4.2 Broadband services from Mobile Network Operators (Scenario 2) .............................. 26 2.4.3 Broadband services from deployable systems (Subset of Scenarios 1 to 3) ................. 26 2.4.4 Broadband services from hybrid systems ..................................................................... 27 2.5 Suitable Business Models ...................................................................................................... 27 2.5.1 Managed Networks ....................................................................................................... 28 2.5.2 Managed service ........................................................................................................... 28 2.5.3 Full Service Offering ...................................................................................................... 29 2.6 Global Overview ...................................................................................................................