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Contents Overview and Strategy Scorecard Performance Efficiency Plans People Update PowerPoint PPT Presentation


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Contents Overview and Strategy Scorecard Performance Efficiency Plans People Update. TSS Organisation. IT Provisioning, Change Mgt. and T2R . Technical Service Solutions manages BT’s global IT estate which supports BT’s e2e processes and external customer services

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Contents overview and strategy scorecard performance efficiency plans people update

  • Contents

  • Overview and Strategy

  • Scorecard Performance

  • Efficiency Plans

  • People Update


Tss organisation

TSS Organisation

IT Provisioning, Change Mgt. and T2R

  • Technical Service Solutions manages BT’s global IT estate which supports BT’s e2e processes and external customer services

    • End-Customer Data Centre Services

    • Internal IT Services

    • Enterprise IT Services

    • Storage & Backup

    • Midrange Servers and Operating Systems

    • Enterprise Infrastructure

    • Data Centres, Power and Cooling

  • TSS is a c. £117m IT organisation with 675 BT FTE across 14 countries supporting BT’s £20billion businesses

  • Combination of IT C2M, IT Provisioning and IT T2R activities:

    • C2M & Provisioning 47%, T2R 44%, Other 9%

End-Customer Data Centre Services/Enterprise IT/Internal IT

Commercial Operations & Transformation

Strategy

Data Centres

Enterprise Infrastructure

Server, Storage & Backup


Contents overview and strategy scorecard performance efficiency plans people update

TSS Organisation & Facts – Our People

UK

246

Belgium

26

Netherlands

72

Spain

45

France

104

Germany

72

Italy

51

Sweden

2

China

5

Japan

1

US

61

Singapore

1

Australia

4

India

3

Figures as per May 2011


Tss scorecard p4 ytd and fy outlook

TSS Scorecard – P4 YTD and FY Outlook

RAG Status

P4 FY

Metric

Progress

Forecast is on-Target until August, then it gets more

challenging due to lack of and/or delays with enablers.

Subcon savings are compensating

TSS Total Labour Costs

Slight overspend on 3rd Party IT costs in Q1 addressed by the

EMC deal. Need to deliver non-UK mitigation plan and

avoid budget oversights

TSS 3rd Party Costs

CAREagile EEI and PCI remain strong relative to BT Group,

However, we need to address the slight downward trend in

the Q1 CAREagile results

People (OCI & Care)

Trading Reliability Improvements

SI Trading Reliability was above Target in Q1, but below

Target thus far in Q2 (particularly in Openreach)

TSS Service Basket Measures

Consolidated TSS Service Basket Scorecard is now in place.

All measure are slightly above Target apart from As-is

IT Provisioning which is slightly below Target

Transformation – Service Intelligence

Competitiveness and Excellence Objectives are not fully

underpinned by Transformation, working hard to improve this


11 12 resourcing update

11/12 Resourcing Update

At end-Q1, TSS was 36% UK and 64% non-UK

  • The 246 UK FTE were 68% Managers, 32% Team Members and zero Agency

    2011/12 UK efficiency challenge is net 14% (incl. Absorbed Growth)

    24 UK efficiencies have already been delivered YTD, 12 opportunities are still in progress as follows:

    2 * Transfer to C6 Transformation

    3 * Transfer to EoSL activities

    4 * Positive Selection and subsequent Transfer to CTC

    3 * Transfer Out with no Budget


Tss care agile q2

TSS CARE Agile Q2


Contents overview and strategy scorecard performance efficiency plans people update

Sickness / StressIncreased productivity must not come at the expense of spoiling our sickness trends

Breakdown view of TSS UK population:


Contents overview and strategy scorecard performance efficiency plans people update

People Update - TSS Engagement Plan

  • A deep dive was completed to fully understand the Q1 CAREagile feedback and variances between the teams.

  • Ongoing actions are as follows:

  • Improve communication of our transformation achievements to date and future plans

  • Ensure that we make our strategy meaningful and credible for our people

  • Harness for transformation the energy and sense of purpose we have when dealing with a crisis

  • Provide clear guidance and an escalation process for handling perceived harassment from customers, project managers etc…

  • Ensure our own Line Managers do not bully or harass

  • Review the way we carry out performance management to ensure consistency, fairness and a clear understanding of its purpose

  • Ensure all our people have monthly 1:1s

  • Monitor workloads and hours worked more effectively

  • Review our training and accreditation requirements and plan accordingly

  • Review issues around tools and working with other units


Contents overview and strategy scorecard performance efficiency plans people update

Questions

Service Intelligence

How we think

How we behave

How we deliver

Invest Intelligently

Confidence

to Try

Recognise Our Contribution

Understand Our Customers

Continuous Improvement

prioritise our efforts and the investment in people, processes and systems

managing services across the organisation to delight customers in their overall experience

getting better everyday in everything we do

where people feel supported to try, learn and succeed

recognise and reinforce the positive contribution our people make

PRINCIPLE 4

PRINCIPLE 1

PRINCIPLE 3

PRINCIPLE 2

PRINCIPLE 5


Back up slides

Back Up Slides


Contents overview and strategy scorecard performance efficiency plans people update

TSS Organisation & Facts

IT Provisioning, Change Mgt. and T2R

End-Customer Data Centre Services/Enterprise IT/Internal IT

Commercial Operations & Transformation

Strategy

  • 20,000+ servers covering the UK, US, Netherlands & Germany. Key technologies include ESX VMware, Linux, Solaris and Windows

  • 13,296TeraBytes of SAN and NAS storage

  • 16,710 Backup clients, 26,893 Terabytes of Backup data, 937 Cartridge Drives

Servers, Storage and Backup

Data Centres

Enterprise Infrastructure

Server, Storage & Backup

  • 4,300 Sites, 640,000 Ethernet Ports, 15,500 devices, 29,000 Components

  • 7,300 WAN links, 140,000 BT DNS entries

  • 30 million IP Addresses

Enterprise Infrastructure

  • Data Centres covering the UK (20), Benelux (3), Hong Kong (1), US (3) and numerous IT locations

  • UK DC Power: 63 generators, 62 transformers, 104 UPS, 594 PDS, 5498 battery cells, 36 chillers plants and +561ACUs

Data Centres (Managed by BTO)

End -Customer Data Centre Services / Enterprise IT / Internal IT

  • ICT: Supporting £150M+ GS revenue with 150+ customers

  • Enterprise IT: Maintain & support system stack providing more than £3 Billion in GS revenue

  • Internal IT: Support more than 14.000 users in Asia Pac and migrations to the strategic BT systems stack


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