System Transformation
engineer.com - new Task Force client
Programme Sponsor:
Programme Director:
Project Manager:
In Strictest Confidence – Not to be shown outside BT Operate
Slide 0
Heide Baumann
Roger Stennett
Malcolm Challis
BTO Field Engineering
Our engineering community have been telling us they’re frustrated at having to spend too much time accessing
information needed to open, progress & close jobs via their Task Force Client. We also know that time wasted doing
unnecessary work has a negative impact on our commercial performance.
Problem
Solution
• Too many screens to view, and associated
time required, to access, progress and close
jobs.
• This is exacerbated by having to replicate
this on time sheets.
• Our ability to keep customers informed and
message our people is reduced because of
current system architecture.
• Changes to taskforce are tied into the
current 90 day system deployment and
therefore we’re slow to react to future
demands.
• Introduction of a new client where all the
information is provided on single screens
for:
• Job receipt
• Job progression
• Job closure
• Tailored to each work-stream because we
know one size doesn’t fit all.
• Time sheets will be auto-populated (with
the ability for the eng to view and amend)
• Web browser application methodology will
be device agnostic – ie varying devices can
be used – blackberry/smart phones etc
• Shorten concept to market time cycle
• Improve the customer experience by
providing online job progression visibility
In Strictest Confidence – Not to be shown outside BT Operate
Slide 1
BTO Field Engineering
What have we done so far?
Hothouses...
Where we invited engineers and managers from
relevant work-streams to help us shape solutions
Forums...
Speaking to engineers to understand frustrations
and understand issues
Quality time spent with engineers...
So we could observe and get a better
understanding of the frustrations
Questionnaires...
To help us prove the time taken using Taskforce
and verify problem and solution
YSWL issues...
Grouped issues logged in the You Said We Listened
tool and will be addressing through programme
In Strictest Confidence – Not to be shown outside BT Operate
Slide 2
BTO Field Engineering
What’s next?
•Baseline data shows it takes on average 4.3 minutes to receive a job and 4.5
minutes to close a job via Taskforce.
•Using the proposed solution, this will reduce but also be more fit for purpose as it’s
work-stream based.
In Strictest Confidence – Not to be shown outside BT Operate
Slide 3
BTO Field Engineering
Current Processes via Taskforce (non value-add time accessing info to manage tasks)
Current Processes = Multiple
Screens & Key Strokes
RITS As-Is (Receive/Close Tasks via TF)
Receive
Close
Screens
8
10
Time (Mins)
4
6
Switch /Transmission As Is (Receive/Close
Tasks via TF)
Receive
Close
Screens
4
10
Time (Mins)
2
2
Proposed Solution ‘s via Engineer.com (improvements delivered thro “click and go”)
Proposed To Be (Receive/Progress/Close
Tasks via eng.com)
Screens
Time (Mins)
Receive
Close
2
1
1 (TBC)
1 (TBC)
In Strictest Confidence – Not to be shown outside BT Operate
Slide 4
BTO Field Engineering
Current Process Baseline’s (Captured from DILO’s & Field Questionnaires)
Proof of Concept data to underpin & verify proposition – Baseline Data Capture
DATA POINTS
BASE LINES
Task Force Base Lines
Time Sheet Base Lines
Work Stream
Sample Size Volume
Mean Time (Minutes)
per engineer to receive
a task via Task Force
Mean Time (Minutes)
per engineer to close a
task via Task Force
Mean Time (Minutes)
per engineer to weekly
complete RTR4
timesheets
Mean Time (Minutes)
per engineer to weekly
complete NJR
timesheets
RITS
24
4.6
5.7
14.4
5.9
Switch/Trans’n
112
1.8
2.5
7.0
2.5
Radio/Rigging
9
7.0
4.3
5.7
9.0
Core Build
29
6.4
5.1
20.4
1.7
Power
45
1.5
1.6
2.7
1.3
MSL
48
1.1
1.4
4.6
1.6
E250
27
6.3
8.3
3.2
E500
38
4.4
4.2
4.4
11.8
2.7
Data
39
7.7
8.9
6.8
5.6
Total
371
4.3 Min’s per Task
4.5 Min’s per Task
9.1 Min’s per Week
3.7 Min’s per Week
Average
In Strictest Confidence – Not to be shown outside BT Operate
Slide 5
BTO Field Engineering
Design
Deploy
Measure
Hothouses for future
work-stream design.
Pilot area to test
success
Continual engagement
Involvement of
engineers & managers
Training on new client
Surveys
Engagement forums
YSWL feedback
Testing
Engagement & Communications
No change to performance management process
Standard task times are under review as part of BAU
Business efficiencies should mean we can support business growth
In Strictest Confidence – Not to be shown outside BT Operate
Slide 6
BTO Field Engineering