Guide to EE Scottish Government Caledonian Contract for Mobile Voice and Data Services Lot 1 (GPS) (RM626)

Transcription

1 Guide to EE Scottish Government Caledonian Contract for Mobile Voice and Data Services Lot 1 (GPS) (RM626) Before contacting EE, Any staff at The University of Edinburgh should contact IS about the mobile services they require: Self service (preferred): IS.Helpline@ed.ac.uk Phone: +44 (0) Voice Airtime Account No Data Airtime account number Equipment Account No Team address - public.sector.scotland@orange.co.uk Orders address - public.sector.scotland@orange.co.uk Team contact number Business Customer Services: IMPORTANT CONTACT DETAILS for EE: PUBLIC SECTOR CUSTOMER SERVICES public.sector.scotland@orange.co.uk BUSINESS CUSTOMER SERVICES TO REPORT FAULTY/LOST/STOLEN HANDSETS TECHNICAL SUPPORT eobm CORPORATE COLLECTIONS/ACCOUNTS

2 ACCOUNT MANAGER Tender response Contract renewal Contractual queries Device trials Coverage enhancement solutions Transferring numbers from one organisation to another Advice and pricing on new products/services Your mobile communication plans in the short, medium and long term How mobile technology can assist your organisation in achieving their target Public Sector Customer Services The Public Sector Support team, made up of 45 people, is based in our contact centre in Darlington and can be contacted either via the dedicated Public Sector free-phone number or to the Public Sector team box. Security and quality control on processes are agreed and maintained systemically. It is an experienced team of Business Operations Representatives with responsibilities that range from creating your account structure, mobile number porting, and maintenance of customer accounts to developing our relationship operationally. The team will support the University s authorised personnel - operations managers, helpdesks and decision makers. The team will: process connections and disconnections of subscriptions, process orders and advise on status amend account details and structure, take ownership of, and responsibility for, management of administrative query to resolution. The team is available between the hours of 8am and 6pm, Monday to Friday (excluding Statutory Holidays). Outside of the team s core office hours, calls are automatically routed to Business Customer Services ( 158 ) who will manage the issues in accordance with the appropriate agreed levels of authorisation. Business Customer Services Account Support is a business specific helpdesk designed for the business customers and their end-user, which comprises fully trained, highly experienced

3 customer service operators with access to on-line EE systems and other departments. Main activities include: provision of advice and recommendations act upon notification of lost or stolen devices (barring) arrange replacement devices resolve a variety of user centric issues The Customer Service helpdesk is available 24/7/365. All our service helpdesks are located within the UK. Placing Orders This is done by fully completing all sections of the EE order form. The order form must be completed in full with relevant product code quotes The order form must be sent in by an authorised Daily Contact or Decision MakerEnd User only authorised contact. To add an authorised contact an must be sent into customer services with the new contacts name, telephone number, address and postal address. The request must be sent in by an existing authorised contact. The PO box must be completed G3 Equipment account number: All equipment purchases are debited from this account and this number is to be quoted on all order forms. Airtime Account Number this is the original airtime billing account number set-up under the new Scottish Government Caledonian contract. This should be quoted for all orders being placed, or a request must be made for a new airtime account number & address on the order form if required. The order should be sent into public.sector.scotland@orange.co.uk To query or contact EE regarding an order, a call should be made to Customer Services on PORTING IN NUMBERS - a PAC (unique code) must be requested from the existing provider (e.g. Vodafone). This PAC can then be sent in with the order stating that a number is to be ported over to the EE network. Alternatively, we can simply send out a new connection with a temporary EE number. The user then contacts Customer Services and agrees a date for the port to take place. Account Management You receive additional account support from your dedicated Account Manager James Hayden regarding the following items: Tender response Contract renewal Contractual queries Device trials

4 Coverage enhancement solutions Transferring numbers from one organisation to another Upgrade/new connection orders Advice and pricing on new products/services Your mobile communication plans in the short, medium and long term How mobile technology can assist your organisation in achieving their targets EE care covers lost, stolen and broken devices You are required to firstly call into Business Customer Services and report the fault/lost device, at this stage a diagnostic will be run on the device and if required a bar placed on the number and a replacement part or full device will be sent out and received within 24 hours. You will need to have details of where the device was lost, when it was last used and standard details to log a claim You can set up relevant access levels for users to call into BCS and report issues such as loss of devices or broken devices. Standard procedure would be for the main named contact on the account to call through to BCS or and report a lost device at this point the phone number would be temporarily barred and a replacement would be ordered for next day delivery. The University can set up all users on the account as having low rights authority and this allows the user themselves to call into BCS and report their own device lost if this is desired. The Customer Service number 158 is available to call 24/7 to deal with lost/stolen devices and this would deal with barring numbers and then a replacement could be ordered. Electronic Online Billing Manager (eobm) This web-based billing solution helps you get the most from your bills. There is no charge for having Online Billing Manager and it allows you secure access to view your current bills and usage. As you build up your billing data, it is stored on the site for easy retrieval at anytime with a maximum of 12 months billing data available on the website. The system allows you to mirror your organisational structure by allocating each user to the relevant Cost Centre; you can then produce detailed monthly reports based on this structure. Standard reports are available or you can build your own which can be based on the entire structure, or specific departments or locations. Further tailored reports can also be produced to suit individual company or department needs and allow easy and flexible data manipulation. The service provides a facility for exporting reports into CSV format and Microsoft Excel, allowing easy analysis and transmission of data into other systems, as appropriate.

5 The system is designed so you can have multiple users, and individual access can be tailored specifically so your users can only view information and reporting relevant to them. Employees with different roles can be set-up with different OBM access levels, so administrators will be able to view the full organisation structure and team managers can be given access just to view just the phones in their own cost-centre, to allow them to easily analyse and authorise their monthly spend. We have a dedicated team of Online Billing Manager specialists who will assist you in getting the most out of the system. And in addition, there is an interactive tutorial and comprehensive help facility online. orange.billing.manager@ee.co.uk, OBM Provides: Who is leading on this from EE? management reports and cost analysis on monthly billing data reduction in paper information online access to multiple authorised users alerts automatically sent when the information is ready to be viewed OBM has a number of easy to use reports which can, for example, enable users to analyse billing information for the entire account, cost centre or handset by: cost usage time or day call type (voice, data, SMS etc) call class (Roaming, International, Landline, Mobiles etc) Split-billing: End-users can log-in to view just their own bill and tag personal and business calls using a standard reporting option called splitbilling. This allows every end user to log into the website and view only their own calls, data and SMS usage and any other relevant chargeable items. They have the full reporting portfolio available to them and can tag all the personal usage they have made. The tool also allows users to create personal address books so that calls can automatically be classified when new bill data is available. Once their electronic tagging has been completed, line managers will be able to view the personal and business usage split for personal and business activity. This reporting option filters to the top level, so anyone with top level access can see the total personal and business usage split for the entire company. The customer then must decide if/how they would like their end users to pay for these identified costs. The tagging section of OBM allows you to view who has logged on and viewed their personal bill and allows you to send reminders to those users who have not yet tagged their personal calls. Additional Information

6 All handsets provided are locked to the EE network. A 20 unlocking fee is charged to unlock a handset. However, this can only be conducted when the agreement is out of contract; or if buy-out fees are paid for that particular connection. Roaming The roaming facility will need be activated by customer services prior to leaving the UK. There are various monthly bundle packages that can be applied to individual numbers which allow a certain amount of data to be used during that particular month. Please see separate PDF regarding roaming charges and options Additional roaming bundles available: