Business Performance Driven IT Changes A case review on Unified Communications & Collaboration in MTR

Transcription

1 Business Performance Driven IT Changes A case review on Unified Communications & Collaboration in MTR Morris Cheung, Chief of Operating Limited 5/14/2010 Page 1

2 Agenda MTR UCC Vision Business Benefits of UCC to MTR Implementation Approach User Lead, IT Facilitate Final Remarks

3 MTR Network No of stations: 84 Route Length: 218km 3 Rail Segments: Domestic Service, Airport Express, and Cross Boundary Service Page 3

4 Market Share Hong Kong Franchised Public Transport Buses 39.7% Green minibuses 14.9% Tram & ferries 3.4% Buses 38.9% Green minibuses 15.1% Tram & ferries 3.4% 2008 MTR 42.0% 2009 MTR 42.6% AEL Cross Boundary Cross Harbour 24% 21% 56.2% 55.3% 63.4% 64.0% (1) (1) Source: The Transport Department / Immigration Department / Airport Express Market Share Survey (1) Data based on Airport Express Market Share Survey as of Jan/Aug 2008 and Feb/Aug Page 4

5 Unified Communications Definition Unified Communications Telephony VoIP TDM Network & Infrastructure Unified Messaging Instant Messaging Voic Together, UM Conference & Collaboration Audio Video Web Together, UCC Presence & Mobility 5/14/2010 Page 5

6 MTR UCC Vision MTR is looking at the benefits of Unified Communications technologies in order to improve its employee and enterprise productivity and agility. Unified Communications brings together the communications tools we used today, including telephony, , collaboration using data/voice/video and elements of presence and mobility into a single integrated architecture, which together with process automation enable improvements in enterprise and employee productivity & efficiency through the reduction of human latency and improvements in quality. 5/14/2010 Page 6

7 MTR One Seamless Communications and Collaboration Program Customers Enhance Customer Service Enable creation of new services Brand Recognition New Services Enablement Customer satisfaction People Process Adoption of new ways to do things and the skills to do them Technology UC Architecture blueprint: will drive UC technologies implementation Measure Cultural Change Business Process Unified Messaging Telephony Collaboration Training and operational support Unique Operations and Support of UC elements 5/14/2010 Page 7

8 Modernize MTR Communications Platform MTR has commenced to modernize its communications platform with 2 initiatives: Replacement of traditional telephone (TDM PABX) system Introduction of Unified Communications and Collaboration (UCC) 5/14/2010 Page 8

9 5/14/2010 Page 9 Communications Today Audio Conferencing Audio Conferencing and Calendaring and Calendaring Web Conferencing Web Conferencing Telephony Telephony Video Conferencing Video Conferencing Voic Voic Instant Messaging Instant Messaging

10 Modern Communications Platform for MTR in 21 st Century Telephony and Voic / Calendaring Unified Conferencing: Audio, Video, Web Instant Messaging Compliance 5/14/2010 Page 10

11 Business Benefits of UCC 5/14/2010 Page 11

12 Business Benefits to MTR Internal Users Customers Partners Customer Services Values of UCC Improved Services: Stations Ticket Office Staff Concourse/ Platform Staff Station Manager Call Centre Staff Client Satisfaction Brand Revenues Increase Depot & Headquarters Mobile Wired On Site Engineer Knowledge access and sharing any time any place Expert identification and collaboration by UCC means Improved Operations: Efficiency Cost reduction New Global Business models & Operations support 5/14/2010 Page 12

13 UCC Contribution to MTR Operation Mission Elements Enhance productivity & company profits Reducing Travel time & Costs Reducing Operation Support costs Reduce repair time Reduce number of item rejected Increase Collaboration between remote teams 5/14/2010 Page 13

14 UCC Contribution to MTR Operation Mission Elements (Con t) Provide valued, customer-friendly, safe, caring and reliable railway services To be the transport provider of choice through innovation & continuous improvement To timely provide operation expertise to support the growth of railway network The challenge is also on the change of culture. 5/14/2010 Page 14

15 Implementation Approach Strategic Value Process changing Revenue creating TCO Bundling Direct ROI Tactical Value Phase 3- Enterprise UC Extension to remaining teams Phase2 -Collaborative UC Maximize actual infrastructure investment Phase 1- Focused teams UC Low hanging fruits, clear ROI and business impact Synergistic UC Cultural and process transformation. Immediate/tangible/ quantifiable benefits Long-term value for employees and customers 5/14/2010 Page 15

16 UCC Program Management Structure User Lead, IT Facilitate UCC Project Implementation Steering Committee (PSC) Steer on strategy and roadmap for business change & benefit realisation Advise PSC and facilitate business process change management External Consultants / Advisors UCC Program Management Office (PMO) Schedule & track master programme and change management Champion and manage the implementation of business case Per Organization function UCC Business UCC UCC System Management Business System Management Business System Groups Groups Management (BSMG) (BSMG) Groups Chaired by Business (BSMG) Sponsor or Delegate UCC Project Delivery Group (PDG) Technical Infrastructure Implementation Team Provide direct IT services for each business case Setup corporate UCC technical infrastructure 5/14/2010 Page 16

17 UCC Business Case Definition Overall UCC Project Each Business Case is a collection of logical business process(es) for an organization function. Characteristics: Business Case A Business Case B Business Case C UCC Infrastructure Implementation Can clearly identify a business sponsor (or delegate) to own the process and make decisions Can easily identify the related costs and benefits Can justify the costs and benefits The overall UCC project is composed of an establishment of UCC infrastructure and a number of UCC Business Cases implementation 5/14/2010 Page 17

18 Closing Remarks Our vision is to be the best commercially operated metro. Continuous improvement on customer service and cost effectiveness is the key for achieving this goal. Business driven application of new IT technology facilitates these changes Recent IT projects included Enterprise Asset Management System and Knowledge Management (Learning Organisation) had been successfully implemented. UCC will be another success. 5/14/2010 Page 18

19 Thank You 5/14/2010 Page 19

20 5/14/2010 Page 20