Accenture Network Services
100% Networked
Welcome
Networks power smart
In the move towards the
evolutionary 100% data
technologies, and smart
world, costs can be reduced
technologies power digital
and revenues raised through
consumers. The situation is
a “lean company” approach,
simple, and it is complex –
through extended capabilities,
network usage will continue to
well-engineered processes and
grow as people become more
and more accustomed to being attractive service offerings
always on and always connected. with top quality for the most
valuable consumers. Integrating
new services with legacy
Bottom line: as data usage
migration will be key, as well as
pushes ahead to staggering
rates, networks need to be even optimizing cost structure and
control.
smarter than the technologies
they support.
Over the past few years, we have
built up extensive experience
in the network space, and I am
pleased to introduce you to our
Network Services. I hope we
have the opportunity to discuss
them in more detail very soon.
Regards,
Paolo Sidoti
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Paolo Sidoti
Accenture Network Services Global
Managing Director
2
Accenture market-facing structure
Accenture Market-facing Structure
Communications,
Media &
Technology
Financial
Services
Health &
Public
Service
Products
Resources
Electronics & High Tech
Media & Entertainment
Commumications
Accenture is organized
into five operating groups
to deliver services and
solutions tailored to each
client’s industry.
As part of the
Communications, Media &
Technology group,
our Network Services
serve the needs of Service
Providers
Clients
At Accenture we work with 19
of the top 20 communications
companies globally, and 40 of
the top 50. We have collaborated
on network transformation
projects with 95 of the top 100
global service providers in the
last five years.
Global Reach
Accenture has offices and
operations in more than 200
cities in 54 countries.
Business
Services
Management Consulting
Technology
Business Process Outsourcing
• Customer Operations Services Our company’s Business Services are core
offerings and capabilities plus industry or
• Digital Services
function-specific skills, processes, alliances
• Enterprise Services
and/or assets configured to address our
• Network Services
clients’ top issues in an end-to-end way—
• Product Lifecycle Services
bringing all of Accenture to bear.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Experience
Accenture has over 20 years
of experience in technology
integration and operations
management.
Market Leadership
Accenture is acknowledged
by independent analysts as a
market leader. Learn more
3
The Accenture network services: 6000 dedicated professionals
worldwide
Accenture believes that for service operators, the
journey to optimized network operations can be a
powerful facilitator in maximizing ROIC, deploying
services more efficiently and providing customers with
enhanced quality of service
Accenture Network Services helps our clients
innovate how they:
• Design, plan, deploy and
operate high-speed broadband
networks
• Improve the efficiency of
network operations
• Manage the end-to-end
delivery of innovative products
and services faster and more
cost-effectively.
Whether we are assessing,
implementing, optimizing or
managing networks, our
focus is on improving network
agility, boosting workforce
productivity and creating a
network environment that
is highly reliable, secure and
cost efficient.
Did you know?
Accenture Global Delivery Network
Accenture has the global reach
and breadth of capability
to offer repeatable, scalable
solutions to our clients
rapidly and with low risk
167,000
people, in more than
50
centers, in
50
cities, on
5
continents
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
4
Network services leadership team
EALA Sales Lead
Frederic Astier
Network Planning &
Optimization Solutions Lead
Jason Stutchbury
Network Services North
America Lead
Network Services EALA
Lead
Shahid Ahmed
Paolo Sidoti
Network Services Asia
Pacific Lead
Roberto Citton
Service Fulfillment
Solutions Lead
Jon Ortiz de Zarate
North America
EALA
Asia Pacific
Service Assurance
Solutions Lead
Ettore Moroni
Network System
Integration LEAD
Marco grigoletti
Network Consulting LEAD
Paul Bultema
Network Business Process
Outsourcing LEAD
Heine Stenholt
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Network Analytics Lead
Gianluca NOYA
Field Force Solutions
Lead
Ankur Mathur
5
Communications Industry Trends
6
The new world after the perfect storm
New technology waves, the integrated user
experience and smart services, as well as changes
in the ecosystem, are reshaping the landscape for
communications service providers
From traditional
services…
…to IP-based mobility
services
Mobile data revenues will surpass voice revenues
$1,221 bn
$1,022 bn
49%
53%
37%
Vertical, embedded in the
network and dependent on
technology
Horizontal, with independent
connectivity, OS and
applications, user device, prices
Revenue growth drivers:
Revenue growth drivers:
• Network coverage and
capacity
• Number of customers
2012
+163%
CAGR
51%
2016
Mobile Data
Mobile Voice
Source: Accenture Analysis, 2012 (© 2013 Accenture. All rights reserved)
• Bandwidth
• Service
• Location
• Device
• Business Model
• Time
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
7
A major shift in business is underway
Business dynamics are evolving, and the critical factors
determining revenue growth are changing. Only by
understanding these elements, and implementing
the right capabilities, can companies unlock their full
potential
Revenues from
broadband access
service are expected
to grow significantly
in the next few years
which means new
investments in the
network space
Telecom Market Forecast 2012 - 2016 ($ Bn)
Mobile data revenues (2016 vs 2012)*
2500
+$236 bn
+63%
2000
1500
Fttx BB access revenues (2016 vs 2012)*
+$12,5 bn
+47%
1000
500
0
2012
Enterprise Services
Other Fixed Data
2013
Mobile Voice
FTTx BB Access
2014
2015
Consumer Fixed Voice
Mobile Devices
2016
Mobile Data
*Source: Accenture Analysis, 2012 (© 2013 Accenture. All rights reserved)
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
8
Network investments are on the rise
As companies evolve with the changing business
climate, network investments are rising. But as return
on invested capital remains low, service providers still
need to manage their CapEx carefully
NG-Network infrastructure investments
LTE Access and Core Fiber
Broadband Access Optical Packet
$19 bn
Network Routers and switches
Softswitch, SBC, Voice AS
$38 bn
2012
+100%
2015*
Cost to upgrade a wireless network to improve high data quality (LTE)*
(54% RAN – 46% Core and Tx) - $1.7 bn in 3 years
ROIC 2012 %
Growth %
7.7%
10.5%
+36%
Aggregation Platform
11.4%
25.9%
+127%
Device & Equipment Manufacturers
15.0%
25.1%
+67%
Retailers
11.7%
10.6%
-9.4%
Mobile Network Operators
17.9%
12.1%
-32%
Wireline Network Operators
13.1%
10.1%
-23%
Service Providers
Content Owners
ROIC 2002 %
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Significant investments will
be needed to upgrade existing
networks and support systems,
but the real questions surround
ROI and profitability
*Source: Accenture Analysis, 2012
(© 2013 Accenture. All rights reserved)
9
Communications service providers must rise to the challenge of
new imperatives
Achieving simplification is a significant challenge when
overall complexity is growing
Create new
business models
Introduce new business models
and new pricing schemes
in conjunction with new
technology adoption
Focus on customer
Analyze “big data” to
understand customer
needs, their behavior and
their perception of quality
Find additional
revenues
Expand to vertical markets, create
value-added services, move up in the
value chain to apps and content
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Develop new IT
capabilities
Improve OSS capabilities,
adopt analytics and CEM
tools, create solutions for
cloud services
Reduce costs
Optimize CAPEX spending
and reduce OPEX, even if
the network is growing
Adopt new
technologies
Accelerate roll-out of nextgeneration networks, adding
a new network layer to the
existing legacy ones
10
Which strategy and business model to use for profitable growth?
To achieve optimum performance, companies need to
define a tailored transformation strategy that balances
each of the following building blocks
Lean Operations
Industrialization
Quality of Service
Customer Engagement
• Virtualization and simplified
systems (IT and networks)
• Out-tasking and selective
outsourcing/offshoring
• Shared services and global
scale (e.g. procurement)
• Network sharing
• Ecosystems of suppliers
• Standardized processes and
tools
• Cost efficient and flexible
operating model able to adapt
to volumes peaks
• Diversified network skills
• Integrated view across all
network and IT domains
• Early introduction of new
technologies
• Investments in network
capacity and quality
• Innovative digital society (VAS)
• Cloud and IT services
• Content, M2M and Smart
Planet
• Market leadership
• Identifying and targeting clear
customer needs
• Real time interactivity and
mobility
• Social network and personal
marketing
• Customer centricity (CEM and
BI)
• Time to market
Source: Gartner, 2012
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
11
Our Network Services Solutions
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Our network services solutions vs business strategy components
We have developed a complete set of solutions which
allow our clients to address each step of their network
transformation journey successfully.
Each of our solutions correlates to one or more specific
business strategy components
Business Strategy Components
Lean
Operations
Industrialization
Quality
of Service
Customer
Engagement
Accenture Network Services Solutions
Network Engineering & Optimization
Service Fulfillment
Service Assurance
Field Force
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
13
What is distinctive about Accenture network solutions?
Accenture’s network solutions came as a response to our
clients’ business needs, and they are designed to provide
pragmatic support through every step of their network
transformation journeys.
We stand out because our comprehensive set of assets,
technologies, operations and industry capabilities means
that we can offer end-to-end solutions to our clients
Proce
ss
•
T
BUSINESS
OUTCOMES
DELIVERED
Service
Operations
Pr
oc
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
es
s
Industry
Know-how
ASSETS
logy
hno
ec
BUSINESS
ISSUE
Peo
Transformation
Journey
•
•
For clients, the end results are
streamlined operations and
minimal time-to-market—in an
era in which advantage counts
like never before.
Technology
Transformation
& Analytics
e
pl
From business issues to business
value delivered with Network
Services solutions
At Accenture we bundle the full
spectrum of technical and nontechnical capabilities:
• Value-based, asset-powered
propositions
• Industry knowledge
• Discipline in execution
• Experience with transformation
14
Network services solutions overview
To help providers deploy high-speed broadband
networks, improve the efficiency of their network
operations and deliver innovative products, we provide
guidance, structures and resources that are specialized
in different network areas
Engineering &
Optimization
Network
Analytics
Field
Force
Network B
u
s
i
n
ess
P
r
o
ce
ss
Network Oper
atin
gS
up
po
r
Network
Service
Fulfillment
Service
Assurance
Service Fulfillment
• Next Generation
Service Fulfillment
• Provisioning
BPO
s
em
t
s
y
tS
Service Assurance
• Service Quality
Management
• Operations
Transformation
• Assurance BPO
(BPO)
ing
urc
tso
Ou
Network Engineering &
Optimization
• Network Planning
Optimization
• Network IP
Transformation
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Field Force
• Field Force
Transformation
• Field Force
Orchestration
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Network engineering and optimization solutions - 1 of 2
Engineering &
Optimization
Network Oper
atin
gS
up
po
r
Network
Field
Force
Network Planning
Optimization
Network Planning and
Network Testing
Operational Management Accenture can offer Network
Supporting clients throughout
planning and
Long Term Evolution (LTE) network
operational management,
Deployment
Accenture has a variety of
Accenture offers an end-toservices including operational
end, vendor agnostic, managed
diagnostics, organization
LTE Deployment service that
and process design, systems
provides a consolidated
deployment and integration,
approach and reduces the
and outsourcing of planning,
burdens, risks, time, costs and
engineering services and
complexity of designing and
program management services,
deploying the LTE infrastructures
as well as network services
that will facilitate operators to
solutions, to dynamically
stay competitive.
manage network control and
configuration.
Network Bus
i
n
e
ss P
roc
es
s
Network
Analytics
Service
Assurance
Effectively plan, design and execute network expansion
programs through Accenture’s industrialized approach
Service
Fulfillment
(BPO)
ing
urc
tso
Ou
s
em
yst
tS
Testing “as-a-service” with
an industrialized approach,
including: test diagnostics,
test control, test automation,
test execution and test lab
management, to reduce testing
costs, improve quality and reduce
time to market.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
16
Network engineering and optimization solutions - 2 of 2
Engineering &
Optimization
Network Oper
atin
gS
up
po
r
Network
Field
Force
Network IP
Transformation
process experience to identify
key business processes that
can benefit from Network
Transformation solutions, and
Service Layer Evolution
Helping telcos to transform and designs, deploys and supports
advanced mobile and unified
consolidate the service layer,
communications capabilities.
Accenture offers a blend of
Priced on a “per seat” basis,
consulting, system integration
this solution helps to improve
and outsourcing services to
help achieve cost reduction and collaboration, increase
improve service creation through agent productivity, reduce
a transformation program, with operating and travel costs,
offer a differentiated customer
no vendor lock-in.
experience, improve KPIs,
Network Transformation increase profitability and drive
revenue.
Accenture can offer its clients
a Network Transformation
PSTN Sunsetting
solution. Helping them
Accenture’s PSTN Sunsetting
evolve to a more virtualized
solution can help telcos
enterprise, Accenture uses
accelerate legacy PSTN
its industry knowledge and
migration, reduce network opex
and simplify operations through
its migration PMO, network BPO,
migration factory and network
optimization support assets.
Network Bus
i
n
e
ss P
roc
es
s
Network
Analytics
Service
Assurance
Effectively plan, design and execute network expansion
programs through Accenture’s industrialized approach
Service
Fulfillment
(BPO)
ing
urc
tso
Ou
s
em
yst
tS
Network Engineering
& Optimization
Solution
Click to view
Managed Wi-Fi
Accenture offers its clients
Managed Wi-Fi services. Helping
network operators to manage
data overload on their networks
through Wi-Fi and small cells,
Accenture can assist its clients
in deploying and monetizing the
solution, face challenges as they
arise and implement a reliable
and cost-effective service.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
17
Service fulfillment solutions
The Accenture Next Generation
Service Fulfillment solution
is designed to help clients
more rapidly, efficiently,
and cost-effectively order,
provision and activate network
services for consumers and
business customers. The
solution leverages a variety of
services including operational
diagnostics, organization
and process design, systems
deployment and integration,
and outsourcing ordering, order
management, provisioning and
activation services.
Provisioning BPO
Accenture’s Provisioning BPO
offering helps its clients to
order, provision and activate
network services for consumers
Engineering &
Optimization
Network Oper
atin
gS
up
po
r
Network
Field
Force
and business customers, and
helps achieve cost savings. This
high-quality solution provides
robust service fulfillment
capabilities such as order entry,
service and circuit design,
third-party provisioning,
service test and activation,
and customer-facing order
management.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Network Bus
i
n
e
ss P
roc
es
s
Next Generation
Service Fulfillment
Network
Analytics
Service
Assurance
Develop and provision new strategic services with the
right blend of advanced capabilities and cost-effective
consolidation of legacy operations
Service
Fulfillment
(BPO)
ing
urc
tso
Ou
s
em
yst
tS
Service Fulfillment
Solution
Click to view
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Service assurance solutions - 1 of 2
Network Quality
Analytics
Accenture can offer Network
Quality Analytics to its clients,
based on a field tested audit
process of client needs. Together
with the client, Accenture will
define a structured process
that takes the client through
distinctive steps: from data
collection and analysis to the
introduction of process and
system capabilities that address
identified gaps. Accenture will
then support clients throughout
ongoing fine-tuning of these
capabilities, in line with periodic,
analytics re-runs.
Service Quality
Management
Accenture’s Service Quality
Management solution leverages
network optimization, network
analytics, business intelligence,
and service operations centers
to automate processes, with
the goal of keeping customers
satisfied and connected.
Accenture’s multipronged
approach uses DPI, probes,
Engineering &
Optimization
Network Oper
atin
gS
up
po
r
Network
Field
Force
drive tests, and OSS metrics to
generate the data necessary for
self-correcting automation.
Accenture can provide these
services for customer experience
management through
consulting, systems integration,
and business process
outsourcing (BPO), facilitating
significant cost reduction and
improved speed, accuracy and
consistency of processing.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Network Bus
i
n
e
ss P
roc
es
s
Service Quality
Management
Network
Analytics
Service
Assurance
Improve service quality to enhance the customer
experience in line with consumer expectations, and to
stay competitive
Service
Fulfillment
(BPO)
ing
urc
tso
Ou
s
em
yst
tS
Operations
Transformation
Accenture can help telcos
to improve service quality
management and capex
efficiency, as well as reducing
opex, through its Operations
Transformation solution. Using
its deep skills and experience,
Accenture can support clients
through the end-to-end process,
from program strategy to the
execution of transformation
initiatives and the take-over of
partial operations activities.
19
Service assurance solutions - 2 of 2
The Accenture Assurance
BPO Solution helps clients to
isolate, troubleshoot and repair
device, network and service
issues impacting customer
and network services. The
solution covers operational
diagnostics, faults, performance,
service levels and trouble
management functions and it
can significantly help to reduce
client costs by driving down the
volume of maintenance and
repair tickets.
Customer Experience
Management
Customer Experience
Management helps clients
to offer a differentiated
customer experience, better
serve their customers and
optimize their operations
for an increased competitive
Engineering &
Optimization
Network Oper
atin
gS
up
po
r
Network
Field
Force
advantage. Leveraging
network optimization,
business intelligence, and
network monitoring to
automate processes and keep
the customer satisfied and
connected, Customer Experience
Management offers realtime, proactive responses to
customer issues. It is composed
of three main solutions:
support virtualization, device
management, and decision
management.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Network Bus
i
n
e
ss P
roc
es
s
Assurance BPO
Network
Analytics
Service
Assurance
Improve service quality to enhance the customer
experience in line with consumer expectations, and to
stay competitive
Service
Fulfillment
(BPO)
ing
urc
tso
Ou
s
em
yst
tS
Service Assurance
Solution
Click to view
20
Field force solutions
Engineering &
Optimization
Network Oper
atin
gS
up
po
r
Network
Field
Force
Field Force
Transformation
Field Force
Orchestration
Field Force Transformation
helps clients to enhance their
workforces through a variety
of services. These include
operational diagnostics,
organization and process
design, systems deployment and
integration, and outsourcing
scheduling, dispatching and
enabling technology for network
service providers’ field force
assets. The targeted end result
is to improve efficiency, meet
service levels and reduce the
cost to serve customers.
Accenture can offer its clients
a comprehensive range of Field
Force Orchestration services.
Enabling communications
service providers to deliver the
capabilities that are needed
onsite and address customer
expectations, Accenture
offerings include capacity
planning & forecasting, field
force scheduling & dispatch,
field support, supply & spare
parts management and field
force operational analytics.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Network Bus
i
n
e
ss P
roc
es
s
Network
Analytics
Service
Assurance
Optimize field force cost structure and control for solid
business foundations and immediate benefits
Service
Fulfillment
(BPO)
ing
urc
tso
Ou
s
em
yst
tS
Field Force Solution
Click to view
21
A focus on network analytics
Accenture’s Network Analytics
solution extracts data from
the network and facilitates
operators to make realtime decisions regarding
infrastructure investments,
service management, network
policies and premium offerings.
Batch & Online Data
Processing
A mediation layer that connects
and manages multiple network
data sources, through:
• Bulk extraction,
transformation and loading of
raw network data, with data
mapping, transformation rules,
KPI calculation and loading
capabilities.
• A Complex Event Processing
(CEP) engine to manage
asynchronous network events
with: multi I/Fs and protocols,
continuous processing of
message/data streams, and
business event discovery.
Service Operation &
Maintenance
A module that supplies service
modeling capabilities and
GUI to current service quality
panels and dashboards with
Engineering &
Optimization
Network Oper
atin
gS
up
po
r
Network
Field
Force
multi dimensional information
and drill down capabilities
to support monitoring and
diagnostics.
Analysis & Reporting
(Offline)
An analytics engine that
supports reporting and analysis
for engineering, network and
service quality, and customer
experience, with specific
capabilities in:
• Descriptive analytics &
reporting.
• Multivariate analysis.
• Forecast planning &
simulation.
• Clustering & event correlation.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Network Bu
s
i
n
e
ss P
roc
es
s
Network Analytics
Network
Analytics
Service
Assurance
Leveraging information from the network to improve
customer profiling, propose more focused offers and
adapt the network, based on subscriber needs and
history
Service
Fulfillment
(BPO)
ing
urc
tso
Ou
s
em
yst
tS
Real Time Engine
An engine that can process and
apply business rules to provide
real time feedback on network
controllers (policy managers,
DPIs, …), through:
• Business events and business
rules management.
• Policy management layer
interfaces.
22
Accenture Innovation Center for Broadband: a leading network
services hub
The Innovation Center for Broadband is one of
Accenture’s CMT Innovation Centers. Based in
Rome, it serves clients with dedicated
infrastructures and network experts
The Innovation
Center for
Broadband
specializes in shaping
innovations for major
communications, media and
technology providers. As we
have supported projects for the
world’s biggest Communications
Service Providers, we are
particularly recognized for our
network knowledge.
The innovation
cycle
We bring innovation to life.
From putting our heads
together to come up with
new and brilliant ideas, to
the practicalities of building
solutions, our professionals
constantly evolve and realign
our solutions with client needs.
During customized workshops,
visitors can interact with the
potential of next-generation
networks, convergent services,
broadcasting, mobility, cloud
solutions and more.
Experts from several fields of
innovation, with business as well
as technical skills, converge
under one roof in a Center
that uniquely provides ample
opportunities for face-to-face
conversations with leading
professionals in several streams
of technology. During workshops
our staff can discuss the
solutions they have tested
on the ground and explain
everything from how a solution
works to the practical challenges
involved in implementing it.
Please visit www.accenture.com/
broadband
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
23
Success stories
24
Success stories
Network engineering and optimization
Vodafone Italy
Business Challenge
This carrier required support in the
development of cost-competitive
network testing center services that
would be vendor independent.
High Performance Delivered
Test center management services
were provided in a cost-competitive,
vendor-independent approach, using a
new, high-quality delivery model.
How Accenture Helped
Accenture provided:
• Setup of network elements and test
instruments.
• Analysis of test center architecture
and configuration.
• Support during test execution,
maintenance activities.
• Mobile and fixed network plus OSS:
750 NEs, and 2,700 pieces of physical
equipment located in six different test
labs.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
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Success stories
Service Fulfillment
European Information and Telecommunications
Provider
Global Service Provider
Business Challenge
This leading European company
sought to position itself in the
Internet protocol services market. To
do so, it needed to build and maintain
higher-bandwidth networks while
upgrading its systems to support
the new technologies. At the same
time, it wanted to stay focused on
existing customers using traditional
technologies.
Business Challenge
The service provider sought to reduce
OPEX costs and improve productivity
and process cycle-time.
How Accenture Helped
Accenture took over responsibility for
all order intake, order processing and
engineering activities.
• Accenture handled order processing
for legacy voice services, and managed
resolution of orders that could not be
provisioned automatically.
• Accenture’s service to provisioning
and service assurance in the NextGen
domain was extended..
High Performance Delivered
• With Accenture’s help, the company
achieved savings of 55 percent,
significantly higher than the 39
percent originally estimated.
• These savings enabled this company
to invest in fiber-optic and nextgeneration networks, thereby
supporting its strategy.
• Customer satisfaction improved by
significantly reducing lead times and
increasing first-time right resolutions
from 85 to 99 percent.
• Rework dropped by about 80
percent.
• The company was able to focus on
new innovation strategies for its core
business, its clients and upcoming
areas of development.
How Accenture Helped
Accenture helped the service provider
achieve these goals through a
multi-year Provisioning and Service
Assurance Outsourcing engagement.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
High Performance Delivered
Results included:
• Improvements in SLA performance,
including the percentage of orders
meeting the customer’s desired due
date.
• Cost savings of more than 40
percent compared to baseline.
• Up to an additional 10 percent
productivity savings based on
Accenture’s continuous improvement,
innovation and analytics.
26
Success stories
Service Fulfillment
Large Asian Communications Company
Business Challenge
This company sought to develop and
implement BSS and OSS to support
high-speed broadband services.
High Performance Delivered
The new system offered increased
sophistication and significant
improvement in the client’s business
processes.
How Accenture Helped
• FTTH mean time to install (MTTI) was
Accenture, which was chosen as the
established at approximately seven
overall system integrator, worked with days from the very beginning.
the client to develop NG BSS, OSS,
• The client’s field force utilization
and SDP to support sales, ordering,
was increased by more than 15
provisioning, management, and billing percent through the use of a field
for FTTP/FTTN and Metro-E broadband force dashboard.
networks and services for consumer
• By improving the order fulfillment
and enterprise customers.
process, the client was able to
reduce the time required to fulfill
The project was extended to support
Metro-E circuits by 30 percent. This
wholesale and global customers,
contributed to a 50 percent increase
including mobile operators for cell site in number of circuits fulfilled per
backhaul.
month.
• The overall time to fulfill orders
across all LOBs is now 20 days, versus
expected SLA 52/56 days, after
flow-through automation for metro
ethernet was implemented.
• Order capture and error fallout were
reduced by 94 percent, while fallout
rate decreased by 70 percent.
• A new service delivery dashboard
helps the client to monitor fulfillment
performance.
Customer satisfaction increased, as
Metro Ethernet mean-time-to-restore
was reduced by more than 15 days.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
27
Success stories
Service Assurance
South American Wireless CSP
European Convergent CSP
Business Challenge
The client sought implementation of
an integrated platform for a Quality
Operations Center, fed by networkspecific metrics (from existing
systems such as fault/performance
management, probes and mediation
systems), and providing the ability to
correlate/model these into customerspecific metrics.
Business Challenge
In an environment with multi-vendor
automated network management,
the client sought end-to-end service
quality management, coupled with
customer experience management.
then moving on to voice, SMS and
MMS, without any change in the
architecture. Overall, one year was
required to complete all service
monitoring.
High Performance Delivered
Results included:
• Integration of data coming from
more than 20,000 mobile NEs, yielding
integration with EMs, a fault and
How Accenture Helped
performance management platform
Accenture delivered end-to-end
and a trouble ticketing system, and
Service Quality Management
the ability to provide network and
capabilities using an open source suite customer views and to support nextof products, enabling service modeling generation services.
and hierarchical representation, with
• Processing of more than 500,000
views for the client’s main mobile
records per day, with multiservices: data (2G and 3G), voice, SMS, dimensional analysis of data
and MMS.
(geography, time, customer cluster, NE
vendor, etc.).
Services and network domains were
• Service impact analysis: integration
rolled out incrementally using the
with network/service inventory in
target architecture, starting with
order to perform this analysis.
the most critical one (i.e., data) and
How Accenture Helped
Accenture supported the client in
building a Service Operations Center
(SOC). The SOC platform architecture
supports the needs of the operations
and quality management functions
by sharing the same data sources. Its
main modules are:
• SQM leading to real-time service
monitoring.
• CEM leading to aggregation of
quality indicators along different
dimensions of analysis (customer
perception).
the operations team’s assimilation of
new processes, as well as the system
capabilities deployed at the time:
• A new, separate SOC organization
for service monitoring, which engaged
NOC for problem resolution.
• The merging of SOC and NOC into
one single entity that followed new,
integrated processes.
High Performance Delivered
• The SOC was established as a new
organization, with a clear mission to
monitor mobile services offered and
offer the highest level of quality.
• The new organization provided
access to online, drilled-down reports
on-service quality and perceived
customer experience.
Organizational changes were
introduced in two steps, calibrated to
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
28
Success stories
Service Assurance
Telecommunications and ICT Service Company
Large South American Telco
Business Challenge
The numbers of technical incidents
from Customer Service and Network
Operations were steadily increasing
over the years, implying lower
customer satisfaction and generating
higher costs for incident handling.
Business Challenge
The client, which had a field
force with approximately 10,000
technicians, sought a transformational
initiative surrounding network
scheduling and dispatching.
How Accenture Helped
In an eight-week project, an
implementation plan was created,
along with an associated business
case, aimed at reduction of the
number of technical incidents
by 50 percent. The results were
to be achieved using analytics in
combination with a hypothesis-driven
approach.
High Performance Delivered
Based on an estimated reduction of
120,000 incidents, at an average cost
of 40 Euro per incident, potential
total annual savings are 4.8 million
Euro, to be achieved in combination
with improved customer satisfaction.
Accenture is now working with the
client to realize these savings.
How Accenture Helped
Accenture provided a full range
of transformational capabilities,
including:
• Transformation Program Definition.
• Organization and Process Design.
• IT Transformation.
• Change Management/ Execution.
• Business Process Outsourcing.
High Performance Delivered
The transformation introduced by the
project allowed the client to achieve
higher flexibility and control of field
workforce operations, with significant
increases in quality and productivity,
including:
Quality Improvements
• A decrease in certified trouble ticket
(TT) recurrence (repeated jobs) of 23
percent.
• A decrease in repairs outside the
deadline (outliers) of 25 percent.
Productivity improvements
• An increase of 10 percent in field
technician productivity.
• A reduction of 9 percent in the
volume of triaged TTs sent to the field.
All these benefits translated to
an economic saving of around 20
percent in annual operational expense
dedicated to field force.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
29
Success stories
Service Assurance
European Convergent Telco Operator
Business Challenge
Despite several years of consolidation,
the client was still running its
Network Operations Center under
separate technical domains and
in different geographic locations.
Such a configuration was preventing
the client from achieving higher
operational efficiency and funding
the evolution of the NOC to a more
“service-oriented” model.
How Accenture Helped
Accenture was asked to:
• Study the opportunity to
consolidate two distinct Transmission
Network operations into one unified
function, and identify which of the
two teams would be better suited to
take over responsibility for the whole
network.
• Study the opportunity to achieve
front office consolidation and create
a single point of contact for all Fixed
and Mobile Network operational
activities.
• Develop a plan for the consolidation
program that encompassed creation
of new teams, training, activities
handover, and reallocation of
resources.
Accenture support covered:
• Designing, planning and supporting
the execution of the consolidation, in
a single location, of the teams dealing
with the transport network.
• The design and plan of the
consolidation of the remaining
network domains.
High Performance Delivered
Accenture support contributed to
identify opportunity to:
• increase operating efficiency,
thanks to synergies coming from
the centralization of the structures
previously in charge of separate
domains (20 percent efficiency).
• restructure the activities and
responsibilities of surveillance,
help desk, technical support and
creation / provisioning teams, which
minimized the need for the physical
relocation of people.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
30
Success stories
Field Force
PT
Business Challenge
Portugal Telecom (PT) is the largest
telecommunication carrier in Portugal
and a global operator with more 97
million customers in over 11 countries.
With more than 8,000 employees, it
sought support in implementing a
new workforce management (WFM)
system as part of its operational
transformation program.
How Accenture Helped
Accenture was responsible for overall
program management and control,
with the additional responsibility for
the scoping phase, functional design,
development, implementation, testing,
training, roll-out implementation and
support of the WFM tool.
European Entertainment & Communications
Company
High Performance Delivered
Improvements in service quality,
customer satisfaction, operational
efficiency and productivity are driving
higher profitability.
Specific improvements include:
• Twenty-one percent improvement in
ontime arrival.
• Mean time to repair decreased by up
to 50 percent.
• Technician productivity increased
more than 43 percent.
Business Challenge
Following a merger, a leading
entertainment and communications
company required a unified solution
for about 2,500 mobile technicians,
who were using a variety of
communications and technology
systems.
High Performance Delivered
As a result, the company was able
to increase the efficiency of its field
force by cutting travel times by about
20 minutes per day per technician,
and to reduce the number of
technicians on the road, while
maintaining its service quality.
How Accenture Helped
Accenture delivered a fully automated
mobile workforce management
application, combined with reengineered business processes—from
forecasting and routing to demand
management and scheduling
dispatches.
Currently Accenture is managing the
Application Support and Maintenance
of the WFM systems at PT over a
multi-year engagement.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
31
Success stories
Field Force
Major North American Telco
Large South American Telco
Business Challenge
This major North American
telecommunications company sought
a new workforce management
approach for about 2,000 consumerfacing technicians.
Business Challenge
The sixth largest telecommunications
company in the world, with more
than 14.4 million customers and a
service portfolio including voice, data,
mobile telephony and TV, sought
support for end-to-end operation of
a central operational office that was
responsible for 4 percent of its voice,
ADSL and DTH customers.
How Accenture Helped
Accenture led the assessment and
strategy, designed the solution’s
functionality, helped redesign the
processes to support the workforce
management solution, and was
responsible for overall program
management and training for the
solution’s implementation.
High Performance Delivered
The new workforce management
platform provides enhanced
capabilities to support a customercentric service model that will let
customers self-schedule appointments
at times they prefer and then check
on the status of each appointment in
real time.
This solution also improves operational
performance by as much as 20
percent. In addition, a standardized
enterprise IT solution set can reduce
overall IT costs and decrease time to
market in support of new product and
service launches.
The company had determined
that the management of the field
technician workforce was taking place
in a fragmented manner, with little
internal control. Due to low quality
and productivity, the client
realized service growth would not
keep pace with market demand.
in addition to teaming with the client
to take responsibility for running its
scheduling/ dispatch operations.
Accenture also implemented custom
tailored tools for field force operation,
focused on maximizing capacity for
operations management.
High Performance Delivered
Within a year the client’s operational
KPIs showed significant improvement,
including a 23 percent reduction in
rework, a 25 percent reduction in
service backlog, and a 10 percent
increase in field productivity.
How Accenture Helped
Accenture implemented process
transformation improvements
that were focused on enhancing
efficiency and quality for customers,
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
32
Success stories
Field Force
European Wireline Telco
Business Challenge
One of the largest telecom operators
in southern Europe and a provider
of fixed telephony, broadband and
IPTV services initiated a strategic
field force transformation program
to modernize the operations of its
workforce.
The aim of the transformation was to
automate the scheduling, assignment
and execution of work performed
manually by 500 dispatchers and
3,600 field technicians.
Through this program, the client
sought to increase field force
productivity and to improve its
effectiveness by introducing onsite testing and asset management
capabilities through integration with
BSS/OSS and ERP systems.
How Accenture Helped
Accenture handled the end-to-end
design, configuration and deployment
of the new workforce management
(WFM) platform, based on a leading
software package, integrating it with
10 external systems in order to:
• Introduce automatic work
scheduling, optimizing overall cost as
a function of resources’ availabilities,
jobs’ characteristics and priorities.
• Bring mobile devices to technicians,
replacing current paperwork.
• Facilitate mid-term resource
planning based on the projected
workload.
• Facilitate tracking of technicians’
work through a feedback loop in
service of cost efficiency.
Accenture managed a parallel stream
of change enablement activities,
a critical success factor in the
transformation and an enabler of the
operational transition.
Accenture also defined the national
rollout strategy and plan, the
communication strategy with
the different client stakeholders,
and the target framework for
business reporting and performance
assessment of the field force.
High Performance Delivered
• The client has achieved a
fundamental change in the way the
field force performs its daily work:
from full manual job management
and zero visibility into individual
performances and productivity
to a new modus operandi of full
transparency of who does what, when
and how.
• Productivity increased by 15
percent.
• Fuel consumption was reduced by 9
percent.
• Paper consumption was reduced by
1.8 tons per month.
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
33
Collateral
34
Our vision for the communications companies of the future
Forward-thinking companies know that the hot
topics of today may well be fundamental for
business tomorrow. On the following pages, we’ve put
together material on the most talked-about topics in
telecommunications right now, and what services we
can offer
Next-Generation
Customer Analytics
and Big Data
Click to view
Consumerization and
the New World of
Business Opportunity
for Telcos
Click to view
Mobile Web Watch
Survey 2012
Click to view
Accenture Video
Solution
Click to view
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Customer Operations
Services
Click to view
Accenture
Technology Vision
2012: Emerging
Technology Trends
for IT Leaders
Click to view
35
Our vision for the network of the future
Our latest thinking on the most talked about topics
in the network domain
Fixing the Network
Traffic Jam
Click to view
Network and
Operations Planning for
Telecommunications
Click to view
LTE Deployment
Click to view
Network Equipment
Providers Restoring
Investor Trust
Click to view
OVERVIEW | INDUSTRY TRENDS | network services solutions | SUCCESS STORIES | COLLATERAL
Accenture
Network Services
Video
Click to view
Accenture Mobility Field
Force Transformation
Click to view
36
About Accenture
Contacts
Accenture is a global management
consulting, technology services
and outsourcing company, with
259,000 people serving clients
in more than 120 countries.
Combining unparalleled experience,
comprehensive capabilities across all
industries and business functions,
and extensive research on the world’s
most successful companies, Accenture
collaborates with clients to help them
become high-performance businesses
and governments. The company
generated net revenues of US$27.9
billion for the fiscal year ended
Aug. 31, 2012. Its home page is
www.accenture.com.
Paolo Sidoti
paolo.sidoti@accenture.com
+39 335 69 84 104
For further information on Accenture
Network Services, please visit:
www.accenture.com/network-services
Copyright © 2013 Accenture
All rights reserved.
Accenture, its logo, and
High Performance Delivered
are trademarks of Accenture.
Shahid Ahmed
shahid.ahmed@accenture.com
+1 312 498 7476
Frederic Astier
frederic.astier@accenture.com
+ 44 792 04 54 359