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Transforming Telefonica Phil Jordan | GCIO Telefonica V 2.0

Transforming Telefonica

Phil Jordan | GCIO Telefonica

V 2.0

Transforming Telefonica Phil Jordan | GCIO Telefonica V 2.0

Unprecedented period of change

Market and competition

Market and competition

Declining revenues in traditional Telco segment

New competitors entering the game

 

Convergence on the rise

Customers and usage patterns

Customers and usage patterns

Growth of mobile data volume

Ubiquitous usage patterns

 

Price pressure combined with threshold quality requirements

Technological change

Technological change

Ramp-up of LTE coverage

• Push for “2 nd best” network technologies

 

All-IP and data-driven network

Data-driven differentiation

and data-driven network • Data-driven differentiation DISCOVER, DISRUPT, DELIVER Efficiency pressure •

DISCOVER, DISRUPT, DELIVER

Efficiency pressure

Efficiency pressure

Margin pressure

Need to enable operational inefficiencies

 

in the business

More for Less

Complexity

Complexity

Limitation to achieving IT and business efficiencies

 

Obstacle to new business capabilities

Driver of operational risk

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IT and business efficiencies   • Obstacle to new business capabilities • Driver of operational risk

IT in a digital Telco—from “most wanted” to most wanted

• Omni-Channel

Omni-Channel

• Mobile-as-a-channel

Mobile-as-a-channel

• Online and self-service

Online and self-service

Ability to manage complex customer hierarchies

 

Data explosion and data-sharing

• Business simplification (single catalogs for customers and PandS, and single inventory)

Business simplification (single catalogs for customers and PandS, and single inventory)

• Business agility (TTM)

Business agility (TTM)

Automation

 

Partner ecosystems

Digital integration

  • Partner ecosystems • Digital integration DISCOVER, DISRUPT, DELIVER IT • 360º customer view

DISCOVER, DISRUPT, DELIVER

IT
IT
• Digital integration DISCOVER, DISRUPT, DELIVER IT • 360º customer view • Bundling with digital
• 360º customer view

360º customer view

• Bundling with digital services (own or 3 r d )
• Bundling with digital services (own or 3 r d )

Bundling with digital services (own or 3 rd )

• Data monetization • Multi-product company

Data monetization

Multi-product company

Context offering/context sensitivity

Predictive marketing

• Internet of everything

Internet of everything

• Connecting the unconnected

Connecting the unconnected

BYOD

Converged networks

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marketing • Internet of everything • Connecting the unconnected • BYOD • Converged networks 3

Overcoming our history requires fundamental transformation

Rapid evolution of the business Not convergent systems with complex integration Lack of maturity of
Rapid evolution
of the business
Not convergent
systems with
complex
integration
Lack of
maturity of IT
processes and
technologies
Fragmentation
IT
Vendor,
legacies and
regulators, and
Complexity
obsolete
competitors
technology
pressure
Uncontrolled
High number
growth without
of applications
governance
Duplicated
Multi-local
functionality
Custom-made
ecosystems
applications
Lack of alignment
and long-term
planning
Custom-made ecosystems applications Lack of alignment and long-term planning DISCOVER, DISRUPT, DELIVER 4

DISCOVER, DISRUPT, DELIVER

4

Custom-made ecosystems applications Lack of alignment and long-term planning DISCOVER, DISRUPT, DELIVER 4

Transforming the old Telco IT model shifting to outside-in thinking

Brilliant IT that powers a digital

to outside-in thinking Brilliant IT that powers a digital d Innovate Locally Global Innovate Locally Standardization,
d
d

Innovate

Locally

Global
Global

Innovate

Locally

Standardization, Common Solutions, and Integration Reuse
Standardization, Common Solutions, and Integration Reuse
Locally Global Innovate Locally Standardization, Common Solutions, and Integration Reuse DISCOVER, DISRUPT, DELIVER 5

DISCOVER, DISRUPT, DELIVER

5

Locally Global Innovate Locally Standardization, Common Solutions, and Integration Reuse DISCOVER, DISRUPT, DELIVER 5

Commoditizing, consolidating, sharing everything in IT that isn’t about being a digital Telco

Production

Consolidate Commodity

Production Consolidate Commodity Elastic DC Capabilities Workplace Future of Desktop ONE Single Production Model SW Usage

Elastic DC Capabilities

Production Consolidate Commodity Elastic DC Capabilities Workplace Future of Desktop ONE Single Production Model SW Usage

Workplace

Future of Desktop

Elastic DC Capabilities Workplace Future of Desktop ONE Single Production Model SW Usage Rationalization

ONE Single Production Model

Workplace Future of Desktop ONE Single Production Model SW Usage Rationalization Corporate Applications Global

SW Usage Rationalization

Workplace Future of Desktop ONE Single Production Model SW Usage Rationalization Corporate Applications Global BackOffice

Corporate Applications

Global BackOffice

Workplace Future of Desktop ONE Single Production Model SW Usage Rationalization Corporate Applications Global BackOffice
Production Model SW Usage Rationalization Corporate Applications Global BackOffice DISCOVER, DISRUPT, DELIVER 6

DISCOVER, DISRUPT, DELIVER

6

Production Model SW Usage Rationalization Corporate Applications Global BackOffice DISCOVER, DISRUPT, DELIVER 6

Transforming our business into a digital Telco based on standardization and reutilization across the entire Telefonica group

Business Processes

Business Processes Application Transformation Standardizing Integrations

Application Transformation

Business Processes Application Transformation Standardizing Integrations
Business Processes Application Transformation Standardizing Integrations
Business Processes Application Transformation Standardizing Integrations

Standardizing Integrations

Business Processes Application Transformation Standardizing Integrations
group Business Processes Application Transformation Standardizing Integrations DISCOVER, DISRUPT, DELIVER 7

DISCOVER, DISRUPT, DELIVER

7

group Business Processes Application Transformation Standardizing Integrations DISCOVER, DISRUPT, DELIVER 7

Full-stack solution is the main enabler to provide the digital capabilities needed to transform into a digital Telco…

Qualitative Benefits

Qualitative Benefits Quantitative Benefits

Quantitative Benefits

Qualitative Benefits Quantitative Benefits
Telco… Qualitative Benefits Quantitative Benefits DISCOVER, DISRUPT, DELIVER 8 Call Centers BackOffice

DISCOVER, DISRUPT, DELIVER

8

Call CentersBackOffice Stores Logistics Order Management Billing …

BackOfficeCall Centers Stores Logistics Order Management Billing …

StoresCall Centers BackOffice Logistics Order Management Billing …

LogisticsCall Centers BackOffice Stores Order Management Billing …

Order ManagementCall Centers BackOffice Stores Logistics Billing …

BillingCall Centers BackOffice Stores Logistics Order Management …

DISCOVER, DISRUPT, DELIVER 8 Call Centers BackOffice Stores Logistics Order Management Billing …

And

requires a new sourcing framework to address long-term

transformations with a new maintenance model

Reputation on major transformations
Reputation
on major
transformations

Preference for clear leader in the market

Excellent references: Delivery references and experience in complex business change

as key differentiators

Functional and non-functional requirements important but not the key buying rationale

Prime contractor

Prime contractor • E2E accountability
Prime contractor • E2E accountability

E2E accountability

(Lack of SI)

Increased bargaining power to influence roadmap (ability to evolve the product)

Post-sale support

 

Product-based/less customization

Speed of implementation (out-of-the-box solution)

Partnership

Partnership • Long-term commitment , based on a “double” deal: transformation and AM (large scale DEV
Partnership • Long-term commitment , based on a “double” deal: transformation and AM (large scale DEV

Long-term commitment, based on a “double” deal: transformation and AM (large scale DEV OPS)

model

Partnership model based on a mutual collaboration to align business objectives, strategy, and roadmap

Physical presence in our core LATAM markets key to success

 

To provide as simple an operating willingness to extend partnership model and sourcing landscape to drive transformation

willingness to extend partnership model and sourcing landscape to drive transformation DISCOVER, DISRUPT, DELIVER 9

DISCOVER, DISRUPT, DELIVER

9

willingness to extend partnership model and sourcing landscape to drive transformation DISCOVER, DISRUPT, DELIVER 9

We need a partner that offers multi-product capabilities (Nplay) through an Omni-Channel experience and help us to enrich B2B and B2C business

B2C B2B
B2C
B2B
and help us to enrich B2B and B2C business B2C B2B DISCOVER, DISRUPT, DELIVER B2C •

DISCOVER, DISRUPT, DELIVER

B2C

Transform the core business (Core BSS)

Omni-Channel

Digital services and capabilities (social media, Big Data, etc.)

Enables our nPlay vocation as model of future

B2B

Transform the core business (Core BSS)

MNCinternational vision (unique customer across a region)

Common processes and E2E vision

Enable global products (cloud platforms)

B2B2X (wholesale, MVNE, CSB, etc.)

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processes and E2E vision • Enable global products (cloud platforms) • B2B2X ( wholesale , MVNE,

Maximizing reutilization and standardization across the group

LEARN

reutilization and standardization across the group LEARN Learn and Leverage DISCOVER, DISRUPT, DELIVER A

Learn and Leverage

standardization across the group LEARN Learn and Leverage DISCOVER, DISRUPT, DELIVER A “galaxy” of opportunities

DISCOVER, DISRUPT, DELIVER

A “galaxy” of opportunities

Economic efficiency through economies of scale and reutilization (governance model, integration architecture, etc.)

Reduce risk of failure through reutilization and knowledge sharing (lessons learned)

Reduce time of deployment through build-once philosophy

Standardization of business processes through application of OoTB eTom processes; foster business and technical alignment through a common framework

Galaxy model enables a great opportunity to foster business processes standardization and reuse, even if there is no business appetite for standardization

11

to foster business processes standardization and reuse, even if there is no business appetite for standardization

Example of visible transformation benefits

Increase automation (self-manage procedures)

Reduction of IT demand in mobile and fixed

Procedures Demand TTM BackOffice Benefits Processes Plans and Added- Value Services Training Systems and
Procedures
Demand
TTM
BackOffice
Benefits
Processes
Plans and Added-
Value Services
Training
Systems and
Platforms

Reducing the time needed for training

Reduce the number of calls to the Call Center

Improve the Average Handling Time

Reduce the number of FTE needed

Speed the TTM of new PandS (mobile and fixed)

Single ticketing (fixed + mobile)

Single intranet (fixed + mobile)

Increase e-billing (paperless)

Simplify the number of plans

and added-value services

Reduce the number of systems and platforms

the number of plans and added-value services Reduce the number of systems and platforms DISCOVER, DISRUPT,

DISCOVER, DISRUPT, DELIVER

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the number of plans and added-value services Reduce the number of systems and platforms DISCOVER, DISRUPT,

Telefonica and Amdocs in partnership

Clear OoB processes

Strong methodology and

governance model

Industry focus and operational excellence

Catalog-driven solution (BSS and OSS)

Clarity of product roadmaps

solution (BSS and OSS) Clarity of product roadmaps DISCOVER, DISRUPT, DELIVER Robust multi-play solution

DISCOVER, DISRUPT, DELIVER

Robust multi-play solution

DISCOVER, DISRUPT, DELIVER Robust multi-play solution Scalability, modularity, portability, and openness Solid

Scalability, modularity,

portability, and openness

Solid adherence to TM Forum standards

Pre-integrated, high-performance suite

Maximize benefits of standardi- zation and reutilization through Galaxy

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Pre-integrated, high-performance suite Maximize benefits of standardi- zation and reutilization through Galaxy 13