Improving the Customer Experience European Customer Advisory Board Karl Salnoske EVP, Service Delivery and CIO March 7, 2012
Summary Metrics Legend Performance Improvement Performance Deterioration Goal > Managed Services 99.90% 99.85% 99.80% 99.75% 99.70% 99.65% 99.60% 99.55% 99.50% Tot Yr 99.90% 99.96% Goal Service Availability 99.90% 99.85% 99.80% 99.75% 99.70% 99.65% 99.60% 99.55% 99.50% Messaging Tot Yr 99.62% Goal Goal > Goal > 92% 96.0% 95.0% 94.0% 93.0% 92.0% 91.0% 90.0% 89.0% 88.0% 87.0% 86.0% CSAT CORE 93.6% 91.10% BRAZIL 89.8% 88.50% Goal 92.00% 92.00% 95.00% 90.00% 85.00% 80.00% 75.00% 70.00% 65.00% 60.00% 55.00% 50.00% Proactive Notification Goal > 90% Tot Yr 75.00% 61.00% Goal 90.00% 90.00% Goal < 638 Problem Records 720 700 680 660 640 620 600 580 560 540 Tot Yr 709 605 Goal 638 -- 638 Goal < 1.5 Change Management: Defects per 1000 (with impact) 4.5 4.0 3.5 3.0 2.5 2.0 1.5 1.0 0.5 0.0 Tot Yr 3.89 1.75 Goal -- 0 1.5 Slide 2
Professional Services Project Scorecards Overview 0.1% 8.0% Goal > 80% 0.2% Goal > 90% 3.0% 17.3% 74.0% Red 1% 1 Yellow 8% 12 Green 74% 111 On Hold 17% 26 Yellow projects much improved On Hold projects up 12%, Green up 6% YOY (89.5%) w/out On Hold Implementation January 2012* 96.8% Red 0.0% 0 Yellow 3.0% 13 Green 96.9% 419 Very stable Green base 42 new customers added Existing customers grew significantly via MAC Delivery Management 5.6% 0.7% 14.7% 3.1% 79.0% Red 0.7% 1 Yellow 14.7% 21 Green 79.0% 113 On Hold 5.6% 8 January 2011* 96.9% Red 0.0% 0 Yellow 3.1% 12 Green 96.9% 378 * Note: Numbers are point in time and can fluctuate daily/weekly Slide 3
In 2012, we use the 2011 framework to focus our key improvement initiatives Key Programs Continuous Service Availability Organisational Improvements Architectural Upgrades Tailored Solutions - Fast Improved Visibility Accelerated Time to Value Proactive Problem Resolution Slide 4
Key Initiatives for 2012 Program Initiative Expected Results Continuous Service Availability Move TGMS application and MS DB off Egenera and upgrade Oracle by April Eliminate hardware and Oracle DB related outages Cash Investments 2012 2015 ($M) $0.6 Migrate TGMS and TGO into new US data centres by June 30 Better infrastructure reliability will improve overall availability Included in above Improved implementation and change quality for PS work Reduction in production issues caused by failed changes by 20% Leveraging existing base Improved Visibility Complete Active Documents enhancements for MS and TGMS by September 30 Improved end-to-end document visibility for customers and fewer calls to help desk $1.8 Deliver the End-to-End Service Level Management POC to BP by April 1 Provides customers and support staff with a real-time view of their logical network and identifies the impact of any disruption $0.5 Accelerate Time to Value Complete improvements in map productivity and quality Additional 20% improvement in map productivity by July $0.6 Utilise RollStream to reduce time for TP enablement by July 31 Lower cost by 10% and improve time to value for customers Leveraging existing base Slide 5
Key Initiatives for 2012 Continued Program Initiative Expected Results Proactive Problem Resolution Drive use of HP tools across the organisation Significant improvement in detection of and reaction to problems before customer sees them Cash Investments 2012 2015 ($M) $1.2 Reduction in workload on Customer Support Organizational Improvements Add 50 resources to Customer Support Increase capacity to be able to meet SLAs given projected volume $5.9 Invest in the EMEA PS team by adding in-region staff Improve overall satisfaction with ongoing service delivery and build better customer relationships $2.3 Align Operations resources by service platform and fill gaps Improve service delivery and efficiency Driving $15.3M by 2015 $8.0 Architectural Upgrades Deliver first release Begin internal beta test May 31 Limited availability October 31 Significant improvements in availability and scalability Reduction in labour required to configure, deploy and support $21.0 Provide a seamless ladder of services to customers so they can easily move up from core messaging to value added services Slide 6
99.90% 99.85% 99.80% 99.75% 99.70% 99.65% 99.60% 99.55% Summary Metrics 2012 Driving Continuous Improvement 99.50% 2012 2012 Next- Gen Tot Yr 99.90% 99.96% 99.99% Goal 99.99% Service Availability Managed Services 99.90% 99.85% 99.80% 99.75% 99.70% 99.65% 99.60% 99.55% Messaging 99.50% 2012 2012 Next- Gen Tot Yr 99.62% 99.99% -- -- -- -- Goal 99.99% CSAT Legend Actuals 2012 Goals Proactive Notification 96.0% 95.0% 95.00% 94.0% 90.00% 93.0% 85.00% 92.0% 80.00% 91.0% 75.00% 90.0% 89.0% 70.00% 88.0% 65.00% 87.0% 60.00% 86.0% 55.00% 2012 50.00% Goal 2012 CORE 93.6% 91.10% 92.00% -- Goal BRAZIL 89.8% 88.50% 92.00% -- Tot Yr 75.00% 61.00% 80.00% -- Goal 92.00% 92.00% 92.00% Goal 90.00% 90.00% 80.00% Problem Records Change Management: Defects per 1000 (with impact) 800 4.5 700 4.0 600 3.5 500 3.0 400 2.5 2.0 300 1.5 200 1.0 100 0.5 0 2012 Goal 0.0 2012 Goal Tot Yr 709 605 565 -- Tot Yr 3.89 1.75 1.5 -- Goal -- 638 565 Goal -- 1.5 1.5 Slide 7
Questions? Slide 8