Challenge:

An alternative service provider using incumbent networks to deliver Internet Protocol television (IPTV) services was experiencing difficulties delivering a quality service. They were without testing and monitoring equipment to identify and track the cause of problems and lacked documentation of their solution or the processes that they were following.

Solution:

BT Telconsult provided a team of four experienced consultants and practitioners to assess the IPTV solution, Internet Protocol (IP) and access networks, systems, processes, management and strategy. The team conducted an in-country assessment and interviews, supported remotely by additional experts on IPTV. The assessment identified shortfalls in their organisational structure, project management, technology introduction processes and in their ability to define and manage service-level agreements (SLAs). Recommendations to address these problems addressed: architecture blueprint, OSS improvement and evolution, managing customer orders, supplier selection process, cultural and behavioural shift towards best practice in project and change management. Guidelines on SLA developments, and best practice blue prints for communication strategy, vendor selection, change management, systems strategy, process strategy and Service Process Model were also delivered.

Benefit:

The client received a detailed, objective report and presentation from BT Telconsult on how fit for purpose their solution was to ramp up, and recommendations for a way forward. These recommendations provided guidance on establishing a more process-driven organisation and how to plan and manage the technical roll-out of a solution that will meet their needs. The recommendations would allow the customer to address challenges as its service scales to a larger audience thus ensuring customer satisfaction and avoiding costly re-works.