Microsoft Word - Kona Support Services Std - Seed fund request v6

Market Leadership Committee - Document Proposal 21 April 2016

Project Name: Kona Support services Standardisation PPM reference: 000250
Owner: Neil Berry (CS&O) Kona Owner: ??????????? Sponsor: Stephen Parry
Approval Stage: Gate 3 Governance Level: Off line

Executive Summary

Purpose

• Further to the approval of the Phase 1 Tiered Service Model Business Case in July 2015 and the subsequent
commercial sign off on Kona in December 2015, approval is now required to draw down from the Kona ‘umbrella’
business case (£200k was included for this scope - the preceding investment made in July 15 called Tiered Service
Model spent £ xx to achieve xxx. See appendix 1 for previous case).

• This submission is requesting approval for Kona Support Services Standardisation (KSSS) to continue the
implementation of a new tiered support structure for Enterprise customers to deliver a Standardised Support
Services Model in Vodafone UK

• The submission consists of a request for ‘seed’ funds of £130k for the scoping of Phase 2 and funds to enable
completion of the full launch of the Phase 1 scope which covers core Mobile, IP-VPN, LAN/Wifi & VONEC products.
Does this include mobile?

• This seed funding is part of a larger request for funds to deliver KSSS phase 2. Summary of phase two costs in Kona
Umbrella business case: £1.83M Ext. OpEx and £0.9M CapEx

• This phase will standardise the Support Services for the remainder of the 27 ‘Grow’ products. Details of the overall
request are detailed in the Financials section below.

• Phase 2 will complete the implementation of the model across the full strategic product set and also include
delivery of IT changes and the remaining ITIL processes. All the Products in Grow will be included. The order they will
be addressed will be defined in the phase 2 business case. The 23 Product areas are groupings of products that can
include similar products e.g. OneNet Express and OneNet Business and/or variants of products e.g. Inbound - Smart
Control and Inbound - Contact Control”

Proposal

Problem Statement: We have gathered a highly motivated and skilled team that has taken time to understand the
detail of the KSSS scope and the Vodafone business. Keeping this team together is imperative if the KSSS project is
to maintain the momentum beyond the targeted launch of Phase 1 in January and meet the deadlines. Current
contractor POs expire in early 2016.

Solution: Keep the core team intact by drawing down external OpEx from the seed funds available as part of Kona
‘umbrella’ business case approved in December 2015. This will enable completion of Phase 1 and the submission of
the Phase 2 business case. The seed funds bridge the gap between the end of January and the new financial year,

Scope:

1. Complete the remainder of the tasks in Phase 1 to take KSSS from the targeted launch in January to the full launch
in April 2016. Targeted Launch can be managed through the business individually; the full launch requires all the
BAU processes to be in place. This is heavily reliant on Service design resource.

Timeline
Soft Launch with Service Architects in Enterprise Sales – November 2015 – live
Targeted Launch with Sales overlay in Enterprise Sales – End January 2016
Full launch with all Account Managers in Enterprise Sales - End March 2016

Vodafone Confidential – C3 1

Vodafone Limited. Vodafone House, The Connection, Newbury, Berkshire RG14 2FN
Registered in England No. 1471587
ML Template Version: 4

Market Leadership Committee - Document Proposal 21 April 2016

2. Commence the scoping, early design and planning of Phase 2. This phase will standardise the Support Services for
the remainder of the 27 ‘Grow’ products.

3. Submit the Phase 2 Business case to release the remainder of the KSS funds allocated an approved in the Kona
‘umbrella’ business case. Phase 2 to start in April 2016.

4. Legal Counsel to amend the contracts as additional Support Services are standardised and to extend to additional
products. Legal have commenced the amendments for the targeted launch and will complete the work for the full
launch in March

Risks: If funds are not forthcoming we will lose the skilled resource that has taken time to get up to speed. This will
impact the launch deadlines for Phase 1. It will also delay the business case submission for Phase 2.

Key Financials

Seed Fund request to extend the team to the year end. The external Opex covers Project Management, PMO plus
Service Designers who create high-level high design, process improvement, IT business requirements capture, and
transition into business operations. Will also cover provision for external Legal cost for creation of updated Service
Schedules.

Cost Breakdown - Activities (k) Capex Opex Total Functionality
Service Designers x3
Project Management and support 75 75
Legal Counsel 45 45
10
10
0

Subtotal Total 0 130 130
Project Total ? New Annual Maintenance agreement

0 130 130

5 year benefit total

0 130 130

Role Proposed end date External OpEx
Service Design End FY15/16 £30,000
Service Design End FY15/16 £30,000
Service Design End FY15/16 £15,000
Project Management End FY15/16 £25,000
Project Support End FY15/16 £20,000
Legal Counsel End FY15/16 £10,000
Total External Opex £130,000

KSSS Phase 1 and Phase two funding request

Kona Umbrella Business case

in £000 FY15/16 FY16/17 FY17/18 Totals
INT OPEX Ex OPEX INT OPEX Ex OPEX
Phase 1 CAPEX INT OPEX Ex OPEX CAPEX INT OPEX Ex OPEX CAPEX CAPEX
Phase 2 634 440 634 440 0
130 634 1000 900 215 700 849 1830
900

Vodafone Confidential – C3 2

Vodafone Limited. Vodafone House, The Connection, Newbury, Berkshire RG14 2FN
Registered in England No. 1471587
ML Template Version: 4

Market Leadership Committee - Document Proposal 21 April 2016

Kona Support
Services Std KSSS - Seed fund request v1.xlsm

Timeline

Appendix 1 – original plan – phase 1

Tiered Service
Model.pptx

Vodafone Confidential – C3 3

Vodafone Limited. Vodafone House, The Connection, Newbury, Berkshire RG14 2FN
Registered in England No. 1471587
ML Template Version: 4