continuous evolution of revenue assurance

Global Business Services Revenue Assurance

BT Group Revenue Assurance

Bernice DeMarco Director, Group RA

Andreas Manolis, Head of Strategy & Risk, Group RA

Continuous Evolution of

Revenue Assurance

Revenue Assurance2Global Business Services

BT GROUP

Technology, Service and Operations

BT Group

EE Consumer

Wholesale

and

Ventures

OpenreachGlobal

Services

Business

and

Public Sector

Customers

> > > > > >

BT is one of the world’s leading communications services companies, serving the needs of customers in the UK and in 180

countries worldwide. Our main activities are the provision of fixed-line services, broadband, mobile and TV products and

services as well as networked IT services.


BT Group


Strategy, Risk & Technology

Revenue Assurance within BT Group

GROUP REVENUE ASSURANCE

Operations & Analytics

EE Consumer

Wholesale

and

Ventures

OpenreachGlobal

Services

Business

and

Public Sector

Customers> > > > > >


Evolution of BT Group Revenue Assurance

New RA team for BT

Consumer & BT Business

RA framework &

methodology in line with

Industry Best Practice

Clear Roadmap on

building sustainable RA

coverage on Core

Telco Products

Investment in strategic RA

toolset, focused on Usage

Controls

• Tactical coverage

focused on Non

Usage Controls

2011



Extended BT

Retail RA team to GS

UK and BT Enterprises

New RA team for BT


RA framework &



Clear Roadmap on


coverage on Core

Telco Products



Controls

Extended

coverage on

Strategic RA

Toolset to Non Usage


focused on Non

Usage Controls

Centralised RA


into one team

To increase

efficiencies

in supporting

all 4 Lob facing units

• Extended

Remit to Cost

Assurance

2011



Extended BT



New RA team for BT


RA framework &



Clear Roadmap on


coverage on Core

Telco Products



Controls

Extended

coverage on

Strategic RA


Deployed

Agile

Analytics

TM Forum Score of

2.3 for RA Maturity


focused on Non

Usage Controls

Consolidated UK

RA teams to one RA

team at BT Group

Level

Centralised RA


into one team

To increase

efficiencies

in supporting


• Extended

Remit to Cost

Assurance

2011



Extended BT



New RA team for BT


Consolidated

RA teams to

one UK & Int

RA team at BT

Group Level

RA framework &



Clear Roadmap on


coverage on Core

Telco Products



Controls

Extended

coverage on

Strategic RA


Deployed

Agile

Analytics

GRA team

moved under

Group

Transformation

TM Forum Score of

2.3 for RA Maturity

TM Forum

Score of 2.6 for

RA Maturity


focused on Non

Usage Controls

Consolidated UK

RA teams to one RA

team at BT Group

Level

Centralised RA


into one team

To increase

efficiencies

in supporting


• Extended

Remit to Cost

Assurance

2011



Extended BT



New RA team for BT


Consolidated

RA teams to

one UK & Int

RA team at BT

Group Level

RA framework &



Clear Roadmap on


coverage on Core

Telco Products



Controls

Extended

coverage on

Strategic RA


Deployed

Agile

Analytics

GRA team

moved under

Group

Transformation

CI & CT Wave

kicked off in RA

TM Forum Score of

2.3 for RA Maturity

TM Forum

Score of 2.6 for

RA Maturity


focused on Non

Usage Controls

Consolidated UK

RA teams to one RA

team at BT Group

Level

Centralised RA


into one team

To increase

efficiencies

in supporting


• Extended

Remit to Cost

Assurance

2011


Continuous Improvement & Transformation in RA

The key objective was to deliver more with less … but without impacting quality.

Continuous Improvement

Standardise

processes

Improve Cycle Time

Eliminate

Wastage

Introduce Voice of

Customer

Review

Non- Value

Add

Reduce False Positives



The key objective was to deliver more with less … but without impacting quality.

Continuous Improvement

Standardise

processes

Improve Cycle Time

Eliminate

Wastage

Introduce Voice of

Customer

Review

Non- Value

Add

Reduce False Positives

Transformation

Toolsets

Resource Utilisation

Operating Model

ROI

Capabilities

Group

Revenue

Assurance

Automation


Core strategic enablers to survive in the digital world?

T & CECHNOLOGY APABILITY

DATA

AGILITY

SKILLS

KNOWLEDGE

CREATE ENVIRONMENTOF CHANGE AND INNOVATION



1. Data Acquisition

2. Data Extract

3. Data Manipulation

4. Data Analysis

5. Data Presentation

6. Data Refresh

7. Data Refinement

Data Acquisition, Exploitation, Storage, Security, Privacy Policy and Retention Process

Data is VIP – Build a vision for your solution architecture

ExcelAccess

Data Repository

SQL Strategic Solutions

Agile

Analytics

Raw Data Repository

Restricted Local DATA

Large

Server

DATA

BIG DATA


1. Data Acquisition

2. Data Extract


4. Data Analysis


6. Data Refresh

7. Data Refinement

Data Acquisition, Exploitation, Storage, Security, Privacy Policy and Retention Process


ExcelAccess

Data Repository

SQL Strategic Solutions

Agile

Analytics

Raw Data Repository

Restricted Local DATA

Large

Server

DATA

BIG DATA

Analysis: RA Effort

70%

25%

5%


1. Data Acquisition

2. Data Extract


4. Data Analysis


6. Data Refresh

7. Data Refinement

Data Acquisition, Exploitation, Storage, Security, Privacy Policy and

Retention Process


DATA SQUARED

Self-Service,Quick,Usable,Assured,Refreshable,EvolvingDefinedSolution.

Large and Big Data Analytics

Dynamic ServerData

Repository

SQLStrategic Solutions

AgileAnalytics

Industrialised Secure Detailed Data

Repository

Restricted

Local

DATA

Large

Server

DATA

BIG DATA

Rule Refinement

Auto Scheduler

BI Layer - Presentation

Case Management

LocalData

Repository

X% freed Up time

to deliver more through Automation & secure post filter strategic data access


1. Data Acquisition

2. Data Extract


4. Data Analysis


6. Data Refresh

7. Data Refinement

Data Acquisition, Exploitation, Storage, Security

Privacy Policy and Retention Process


DATA SQUARED



Dynamic ServerData

Repository


AgileAnalytics


Repository

Large

Server

DATA

DATA LAKE

Rule Refinement

Auto Scheduler


Case ManagementX% freed Up time



1. Data Acquisition

2. Data Extract


4. Data Analysis


6. Data Refresh

7. Data Refinement

Data Acquisition, Exploitation, Storage, Security &

Privacy Policy and Retention Process


DATA SQUARED



Dynamic ServerData

Repository


AgileAnalytics


Repository

Large

Server

DATA

DATA LAKE

Rule Refinement

Auto Scheduler


Case ManagementX% freed Up time


80%

10%



Architecture Today

Future State


Data is VIP – Business Assurance & ADL

The successful future business assurance function will enable insight for business

optimisation and assure the quality of the data lake environment.

Because business decisions will flow directly from the data lakes.

ADL = Assured Data Lake



Extended BT



New RA team for BT


Consolidated

RA teams to

one UK & Int

RA team at BT

Group Level

RA framework &



Clear Roadmap on


coverage on Core

Telco Products



Controls

Extended

coverage on

Strategic RA


Deployed

Agile

Analytics

GRA team

moved under

Group

Transformation

CI & CT Wave

kicked off in RA

TM Forum Score of

2.3 for RA Maturity

TM Forum

Score of 2.6 for

RA Maturity


focused on Non

Usage Controls

Consolidated UK

RA teams to one RA

team at BT Group

Level

Centralised RA


into one team

To increase

efficiencies

in supporting


• Extended

Remit to Cost

Assurance

2011


CI Bronze

Accreditation


Extended BT



New RA team for BT


Consolidated

RA teams to

one UK & Int

RA team at BT

Group Level

RA framework &



Clear Roadmap on


coverage on Core

Telco Products



Controls

Extended

coverage on

Strategic RA


Deployed

Agile

Analytics

GRA team

moved under

Group

Transformation

CI & CT Wave

kicked off in RA

Deployed a

visualisation/

presentation layer

for Consistent KPIs &

benefit reporting

across all

RA LOBs

Right

Shoring

TM Forum Score of

2.3 for RA Maturity

TM Forum

Score of 2.6 for

RA Maturity

82%

Automation of

RA Controls &

Shorter Cycle

times


focused on Non

Usage Controls

Consolidated UK

RA teams to one RA

team at BT Group

Level

Centralised RA


into one team

To increase

efficiencies

in supporting


• Extended

Remit to Cost

Assurance

2011


Knowledge

Share &

Collaboration

with RA industry

CI Bronze

Accreditation


Extended BT



New RA team for BT


Consolidated

RA teams to

one UK & Int

RA team at BT

Group Level

RA framework &



Clear Roadmap on


coverage on Core

Telco Products



Controls

Extended

coverage on

Strategic RA


Deployed

Agile

Analytics

GRA team

moved under

Group

Transformation

CI & CT Wave

kicked off in RA

Deployed a

visualisation/

presentation layer


benefit reporting

across all

RA LOBs

Right

Shoring

TM Forum Score of

2.3 for RA Maturity

TM Forum

Score of 2.6 for

RA Maturity

82%

Automation of

RA Controls &

Shorter Cycle

times


focused on Non

Usage Controls

Consolidated UK

RA teams to one RA

team at BT Group

Level

Centralised RA


into one team

To increase

efficiencies

in supporting


• Extended

Remit to Cost

Assurance

Extended Remit

to Contract

Assurance

2011

Integration

of EE RA

team with BT

Group RA


90%

Automation of

RA Controls

Knowledge

Share &

Collaboration

with RA industry

CI Bronze

Accreditation

TM Forum

Score of 4.0 for

RA Maturity

Extended

RA Remit to

Optimisation

& wider

Business

Assurance


Extended BT



New RA team for BT


Consolidated

RA teams to

one UK & Int

RA team at BT

Group Level

RA framework &



Clear Roadmap on


coverage on Core

Telco Products



Controls

Extended

coverage on

Strategic RA


Deployed

Agile

Analytics

GRA team

moved under

Group

Transformation

CI & CT Wave

kicked off in RA

Deployed a

visualisation/

presentation layer


benefit reporting

across all

RA LOBs

Right

Shoring

TM Forum Score of

2.3 for RA Maturity

TM Forum

Score of 2.6 for

RA Maturity CI Silver

Accreditation

82%

Automation of

RA Controls &

Shorter Cycle

times


focused on Non

Usage Controls

Consolidated UK

RA teams to one RA

team at BT Group

Level

Centralised RA


into one team

To increase

efficiencies

in supporting


• Extended

Remit to Cost

Assurance

Extended Remit

to Contract

Assurance

2011

Integration

of EE RA

team with BT

Group RA


So what's in line for the future

New Domains

NewSolutions

NewThinking

ACTIVITY SKILLSTOOLS



New Domains

NewSolutions

NewThinking



New domain - Exponential growth of IOT/IOE


New domain - Cloud of Clouds & NFV


RA Future Domain, Challenges & Opportunity

Domain:

New Challenges and Opportunity:

DIGITISATION - To cover through Future RA Capability Development:



New Domains

NewSolutions

NewThinking



IF This Then That

IF specific clauses in the contracts are present or

specific anniversary events are due

Then RAVN tool will extract the key data from the

contracts

So that RA, Legal, Commercial Managers, Financial teams or any

Robotic automation process

Can validate, utilise and perform defined actions

manually or automatically

Highly Skilled Cross functional teams

Standardise the process E2E with clear RACI

Use technology to simplify and automate tasks

New Solutions – Machine Learning & AI



New Domains

NewSolutions

NewThinking

ACTIVITY SKILLSETTOOLS


We are building the first ever fully autonomous Revenue Assurance robot to operate in RA this year

+ +BrilliantWe’re ingenious

New Thinking – Automation & Robotics

Education of our existing team in new technology and……


T H A N K

continuous evolution of revenue assurance

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