continuous evolution of revenue assurance
TRANSCRIPT
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.
Revenue Assurance3Global Business Services
BT Group
Revenue Assurance4Global Business Services
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> > > > > >
Revenue Assurance5Global Business Services
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
Revenue Assurance6Global Business Services
Evolution of BT Group Revenue Assurance
Extended BT
Retail RA team to GS
UK and BT Enterprises
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
Extended
coverage on
Strategic RA
Toolset to Non Usage
• Tactical coverage
focused on Non
Usage Controls
Centralised RA
Operations & Analytics
into one team
To increase
efficiencies
in supporting
all 4 Lob facing units
• Extended
Remit to Cost
Assurance
2011
Revenue Assurance7Global Business Services
Evolution of BT Group Revenue Assurance
Extended BT
Retail RA team to GS
UK and BT Enterprises
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
Extended
coverage on
Strategic RA
Toolset to Non Usage
Deployed
Agile
Analytics
TM Forum Score of
2.3 for RA Maturity
• Tactical coverage
focused on Non
Usage Controls
Consolidated UK
RA teams to one RA
team at BT Group
Level
Centralised RA
Operations & Analytics
into one team
To increase
efficiencies
in supporting
all 4 Lob facing units
• Extended
Remit to Cost
Assurance
2011
Revenue Assurance8Global Business Services
Evolution of BT Group Revenue Assurance
Extended BT
Retail RA team to GS
UK and BT Enterprises
New RA team for BT
Consumer & BT Business
Consolidated
RA teams to
one UK & Int
RA team at BT
Group Level
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
Extended
coverage on
Strategic RA
Toolset to Non Usage
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
• Tactical coverage
focused on Non
Usage Controls
Consolidated UK
RA teams to one RA
team at BT Group
Level
Centralised RA
Operations & Analytics
into one team
To increase
efficiencies
in supporting
all 4 Lob facing units
• Extended
Remit to Cost
Assurance
2011
Revenue Assurance9Global Business Services
Evolution of BT Group Revenue Assurance
Extended BT
Retail RA team to GS
UK and BT Enterprises
New RA team for BT
Consumer & BT Business
Consolidated
RA teams to
one UK & Int
RA team at BT
Group Level
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
Extended
coverage on
Strategic RA
Toolset to Non Usage
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
• Tactical coverage
focused on Non
Usage Controls
Consolidated UK
RA teams to one RA
team at BT Group
Level
Centralised RA
Operations & Analytics
into one team
To increase
efficiencies
in supporting
all 4 Lob facing units
• Extended
Remit to Cost
Assurance
2011
Revenue Assurance10Global Business Services
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
Revenue Assurance11Global Business Services
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
Transformation
Toolsets
Resource Utilisation
Operating Model
ROI
Capabilities
Group
Revenue
Assurance
Automation
Revenue Assurance12Global Business Services
Core strategic enablers to survive in the digital world?
T & CECHNOLOGY APABILITY
DATA
AGILITY
SKILLS
KNOWLEDGE
CREATE ENVIRONMENTOF CHANGE AND INNOVATION
Continuous Improvement & Transformation in RA
Revenue Assurance13Global Business Services
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
Revenue Assurance14Global Business Services
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
Analysis: RA Effort
70%
25%
5%
Revenue Assurance15Global Business Services
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
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
Revenue Assurance16Global Business Services
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
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
Large
Server
DATA
DATA LAKE
Rule Refinement
Auto Scheduler
BI Layer - Presentation
Case ManagementX% freed Up time
to deliver more through Automation & secure post filter strategic data access
Revenue Assurance17Global Business Services
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
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
Large
Server
DATA
DATA LAKE
Rule Refinement
Auto Scheduler
BI Layer - Presentation
Case ManagementX% freed Up time
to deliver more through Automation & secure post filter strategic data access
80%
10%
Revenue Assurance18Global Business Services
Data is VIP – Build a vision for your solution architecture
Architecture Today
Future State
Revenue Assurance19Global Business Services
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
Revenue Assurance20Global Business Services
Evolution of BT Group Revenue Assurance
Extended BT
Retail RA team to GS
UK and BT Enterprises
New RA team for BT
Consumer & BT Business
Consolidated
RA teams to
one UK & Int
RA team at BT
Group Level
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
Extended
coverage on
Strategic RA
Toolset to Non Usage
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
• Tactical coverage
focused on Non
Usage Controls
Consolidated UK
RA teams to one RA
team at BT Group
Level
Centralised RA
Operations & Analytics
into one team
To increase
efficiencies
in supporting
all 4 Lob facing units
• Extended
Remit to Cost
Assurance
2011
Revenue Assurance21Global Business Services
CI Bronze
Accreditation
Evolution of BT Group Revenue Assurance
Extended BT
Retail RA team to GS
UK and BT Enterprises
New RA team for BT
Consumer & BT Business
Consolidated
RA teams to
one UK & Int
RA team at BT
Group Level
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
Extended
coverage on
Strategic RA
Toolset to Non Usage
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
• Tactical coverage
focused on Non
Usage Controls
Consolidated UK
RA teams to one RA
team at BT Group
Level
Centralised RA
Operations & Analytics
into one team
To increase
efficiencies
in supporting
all 4 Lob facing units
• Extended
Remit to Cost
Assurance
2011
Revenue Assurance22Global Business Services
Knowledge
Share &
Collaboration
with RA industry
CI Bronze
Accreditation
Evolution of BT Group Revenue Assurance
Extended BT
Retail RA team to GS
UK and BT Enterprises
New RA team for BT
Consumer & BT Business
Consolidated
RA teams to
one UK & Int
RA team at BT
Group Level
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
Extended
coverage on
Strategic RA
Toolset to Non Usage
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
• Tactical coverage
focused on Non
Usage Controls
Consolidated UK
RA teams to one RA
team at BT Group
Level
Centralised RA
Operations & Analytics
into one team
To increase
efficiencies
in supporting
all 4 Lob facing units
• Extended
Remit to Cost
Assurance
Extended Remit
to Contract
Assurance
2011
Integration
of EE RA
team with BT
Group RA
Revenue Assurance23Global Business Services
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
Evolution of BT Group Revenue Assurance
Extended BT
Retail RA team to GS
UK and BT Enterprises
New RA team for BT
Consumer & BT Business
Consolidated
RA teams to
one UK & Int
RA team at BT
Group Level
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
Extended
coverage on
Strategic RA
Toolset to Non Usage
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 CI Silver
Accreditation
82%
Automation of
RA Controls &
Shorter Cycle
times
• Tactical coverage
focused on Non
Usage Controls
Consolidated UK
RA teams to one RA
team at BT Group
Level
Centralised RA
Operations & Analytics
into one team
To increase
efficiencies
in supporting
all 4 Lob facing units
• Extended
Remit to Cost
Assurance
Extended Remit
to Contract
Assurance
2011
Integration
of EE RA
team with BT
Group RA
Revenue Assurance24Global Business Services
So what's in line for the future
New Domains
NewSolutions
NewThinking
ACTIVITY SKILLSTOOLS
Revenue Assurance25Global Business Services
So what's in line for the future
New Domains
NewSolutions
NewThinking
ACTIVITY SKILLSTOOLS
Revenue Assurance26Global Business Services
New domain - Exponential growth of IOT/IOE
Revenue Assurance27Global Business Services
New domain - Cloud of Clouds & NFV
Revenue Assurance28Global Business Services
RA Future Domain, Challenges & Opportunity
Domain:
New Challenges and Opportunity:
DIGITISATION - To cover through Future RA Capability Development:
Revenue Assurance29Global Business Services
So what's in line for the future
New Domains
NewSolutions
NewThinking
ACTIVITY SKILLSTOOLS
Revenue Assurance30Global Business Services
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
Revenue Assurance31Global Business Services
So what's in line for the future
New Domains
NewSolutions
NewThinking
ACTIVITY SKILLSETTOOLS
Revenue Assurance32Global Business Services
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……
Revenue Assurance33Global Business Services
T H A N K