Mobile Health Worker. BT Mobile Worker. Service Description. Page 1

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1 BT Mobile Worker Service Description Page 1

2 1. Introduction BT has been involved in supporting a mobile workforce for the last 10 years and has delivered this service and support to over 30,000 field based employees. The solutions that BT offer range from starter entry up to more complex offerings and covers all customers needs for an end to end solution wrap of remote services. BT s Field Force Automation (FFA) Programme can help any customer transform their operation to maximise productivity, deliver cost savings and offers the potential to establish market diversification. BT are continuously working with organisations on a number of projects that focus on using technology as an enabler to deliver improved services either to the organisation itself or ultimately on services that will improve the level of service offered to the organisation s customers. Page 2

3 2. Overview of core components The core components of the BT Mobile Worker service are: Devices as selected from the BT portfolio. Mobile airtime data SIM for each device, including the buffer stock. Connection Manager client software offering access to available connectivity, i.e. 3G, HSDPA, GPRS, WiFi with integration into certain VPN clients such as Cisco Any connect VPN. Safe boot Encryption licenses. Gold Build: Defined and created to meet the Customer s specifications. Project Management: Named project manager responsible for deployment of service. Help Desk. Replacement device to Gold Build specification delivered by 09:00 on the next working day to agreed location, if fault reported by 15:00 previous day. Asset management. Service reviews. Monthly reports on mobile usage, Help Desk and Device Analytics. Manufacturer warranty. Single point of contact for all contract changes, queries and service reviews. Train the trainer for initial end user training. Single Invoice. Page 3

4 3. BT Mobile Worker Solution The solution provides an end to end service encompassing end user devices and remote network access capability which provides access to the chosen applications. Supporting this is the BT service which includes a Help Desk, next day device replacement and in life single point of contact for all issues. The success of any mobility project will depend on a proven, strong and independent communications partner who is able to recommend the best solution for your business requirements. BT helps you maximize the value of your investment. Using proven methodologies and reference architecture developed and refined over years of successfully deploying and supporting mobility solutions, our engineers, technicians, and services partners deliver a wide breadth and depth of expertise. Through detailed analysis, integrated design, and professional project management, BT can help you realize the full value of your solution one that meets your current and future business needs by: Reducing deployment risks. Minimizing productivity impact during deployment. Speeding start-up and cut-over to live service. In providing a support infrastructure, the Help Desk is the first point of call for your users and is acknowledged as the cornerstone of providing a service that returns your users promptly back into service Devices The solution for your organisation will include delivery and provision of devices for use by end users Software Services Gold Build BT will: Undertake a consultancy meeting to understand the exact Gold Build requirements which includes software you will provide. Test and document the Gold Build requirements before uploading it to the devices. Agree the process for keeping the Gold Build up to date including software updates and bug fixes. Provide additional software application requirements through a change control process. Manage Gold Build changes via a change control procedure - there may be charge but each request will be assessed on a case by case basis. Page 4

5 A Gold Build example is: Microsoft Windows Operating system. Microsoft Office. Antivirus. Firewall. Specific application files (i.e. RiO, SystmOne, Lorenzo). Disk encryption (Provided by BT If specified). MobileXpress Client (provided by BT if specified). VPN/ IPSec/SSL Client. Additions (example only). Microsoft Windows Media Player. Adobe Acrobat Reader. Macromedia Flash Player. Macromedia Shockwave Player. Sun Java 2 Runtime Environnent (SE) Version 1.4.2_04. Removed (example): Microsoft Office Image Writer removed. Roxio CD Creator removed. System Restore disabled prevents false positive virus warnings. Games removed. Additional Trust removal requirements. Modifications (example): Internet explorer added to desktop. Pop-Up Blocker disabled. My Documents, My computer, and My network places added to desktop. Default user profile over written with new Profile environment. Additional Trust modification requirements. Page 5

6 3.3. Help Desk The Help Desk provides the following services: Fault Reporting and Fault Escalation. Asset management. Device returns Centre. Acting as a focal point for the co-ordination of planned outages. Coordinating moves, additions and changes to the users and equipment required. Repair and restore service. Maintaining customer awareness of fault progress. Management reports Fault Support The Help Desk will take ownership and manage the fault end to end escalating problems to senior managers and technical experts within the boundary of the service Repair and Restore Where a remote repair cannot be achieved, the user will be supplied with a replacement device, fully configured. A telephone advice service is provided to the user on receipt of their replacement device to enable them to become fully operational quickly. The return of the faulty item to the Help Desk is managed through the same courier facility. When received by BT the faulty device is repaired where possible and placed in the buffer stock for re-use. As part of this process BT ensures the secure removal of all user data. Where the fault is caused by an error in the customer s configuration, additional time related charges may apply. Restoration of any personalised data will be the responsibility of the User Asset Management BT will maintain a full inventory of your devices. The asset database will contain the following information: Employee Identification Number where provided. User Name. Contact Phone Numbers where provided. Device Asset Number. Device SIM Number. Where the stock level of a product falls below the minimum order level, BT will advise you and discuss the ordering of additional devices. Stock Management will be detailed in the monthly service report. Page 6

7 3.5. Service Reviews Regular audio service reviews with you will be include, but not be limited to: Page 7 Review of Service Performance. Airtime reports on usage. Discussion on previous months Service Reports. Billing issues. Change Control. Service improvements Device Analytics Device analytics provides a monthly report covering the following 4 items: Device utilisation. Mobile connectivity. Device Restarts. Battery Charging Provision services Project Management BT will manage the overall contract during its full term, with experienced professionals from the various divisions within BT. BT is an ISO approved organisation on a company wide basis. As such it has well documented processes and procedures in all divisions which are subject to audit on a regular basis. Formal project management procedures are used in running projects. The Quality Management System (QMS) comprises standards, guidelines and procedures covering all business activities with particular emphasis on successful delivery to customers Project Managed Implementation You will be allocated a named project manager who will be responsible for the following: Agreeing your installation, delivery and service start dates. Providing regular progress updates. Owning, monitoring and progressing delivery activities associated with the order. Provision of Customer Handbook. Train the trainer Training Customer Handbook A Customer Handbook will be provided, welcoming you to BT and providing a reference guide for products and services ordered. The handbook defines agreed procedures to be followed for the ongoing management and maintenance to support your solution. It contains a description of your Solution, operational management, fault reporting processes and procedures, change control procedures and contact details for the service.

8 Training The training sessions will be delivered by an accredited trainer to your trainers for onward training to your users. The objective of the training is to ensure that each user has the confidence to switch on, fully operate and know fault call procedures. The recommended training includes: Switch/log on. Connect to Network. Navigation. BT Applications. Users demonstrate learning. Safety. Fault and accident/damage reporting. Q & A. The training does not include any training/support for non BT provided applications but BT will work with your project manager and tailor the training for your specific needs. BT recommends that specific organisation training (or refresh) should be incorporated on the suggested schedule to provide end-end solution training to the end users. The delivery of any non BT provided elements will be your responsibility Business and Service Management The Business and Service Manager provides a single point of contact for all contract changes, queries, single invoicing for all 3rd party services, thus removing from you the cost of individual invoice processing for each of the suppliers that make up the total solution including device manufacturer, mobile operators where multiple operators are used, Disk encryption supplier. Also included in this activity is the production and evaluation of monthly usage reports. Reviews with you any in-life service related issues, from performance to service failures, and then ownership of actions back into the business to drive improvements and management for your benefit Charges The commercial considerations for deploying a mobile worker solution fall into 3 categories: Cost of Hardware: either as a service charge that includes hardware or with a reduced service charge and all hardware procured as a capital purchase. On Going Service Charges: to include mobile connectivity and service support for what is a specialised service. Associated costs of risk: understanding the organisational and commercial implications in the event of service disruption. Page 8

9 The procurement of the chosen hardware is a relatively static cost and the hardware charges are widely available. The benefits of procuring through BT are due to relationships that BT has with manufacturers. If procuring as a device inclusive service, the monthly charge will include full deployment and project management and will offer full service throughout the contract period, mitigating risks of service disruption and loss of associated commercial and organisational benefits Associated Cost of Risk When completing a business justification, it is essential to understanding the associated cost of risks should the deployment be delayed or the on-going service disrupted and the impact this will have on: Improved service to your Customers. Cost Efficiencies. Enhanced employee morale due to improved flexibility of access to data. Consideration should take into account the resource impact of: Deploying service to large numbers, i.e. capability, resource and training etc. Continuous on-going support, to reduce loss of service. Associated cost and resource implications for Asset Management. Any risk associated with reduced user access to information when visiting your Customers loss of associated benefits. Managing multiple technologies i.e. mobile service (SIM cards) smart card readers, devices (lap top) used differently from desk tops. Managing multiple commercial agreements and multiple invoices. Replacement device to agreed / full gold build spec by 09:00 if fault reported by 15:00 previous day. Device Warranty Management. Contact: For more information on this service please contact Andy Daybell at [email protected] Page 9