21 st Century Communications & Collaboration in eircom

1. 21st Century Communications & Collaboration in eircom • Stephen Mulligan, eircom IT • mulligans@eircom.ie

2. Beyond the New World of Work Office Productivity and Mobility Strategic Framework for Adoption of NWOW Technologies

3. Office Productivity - Core Technologies (Now) Remote Access IP Telephone Standard Laptop Office Communicator Live Meeting – Application and Desktop Sharing SharePoint 2007 – “Sharenet”

4. Office Productivity Vision “eircom will be its own best example of 21st Century Communication and Collaboration” “eircom will be its own best example of 21st Century Communication and Collaboration”

5. So, how did we get here?

6. New World of Work Program A collection of tools, systems, processes and training materials intended to bring about higher levels of personal and group productivity in eircom Tools and systems are the enablers (e.g. SharePoint, Office Communicator, Office 2007) Processes (or Usage Scenarios) and Training bring the tools into common usage (e.g. Setup a meeting, Place a call from your PC) Trained people bring it all together and use the Tools and Processes to become more productive (e.g. Brown Bag lunch presentations, intranet videos, etc.) Note: While it is driven by the move to HSQ, its scope is not limited to just those staff – We will phase the change

7. Painting the Vision Wireless Access Point Visitors Printing ↨ * * Meet and Greet Employees * Wireless Network Cashless Canteen ↨ Enterprise Search ↨ Portable, Wireless Connected Device Entry / Cashless Canteen / Printing/ Remote Access † Connected Smartphone * IP Telephony ↨ * Instant Conferencing (Web , Video & Voice) * ↨ Informal Meeting Spaces Unified Presence & Communication environment † Remote Working * Completely New ↨ Integrated & Pervasive Collaboration Environment ↨ Enhanced High Quality Meeting Rooms and AV Facilities † Already Available

8. Building the Business Case • We needed to invest money for extra infrastructure • eircom has very strict capital approval requirements • We had to base our Business Case on Productivity Improvements • Productivity cases are notoriously difficult • So, we took the following approach…

9. Building the Business Case – Outline the Infrastructure Desktop Tools (Microsoft Enterprise Agreement) PC Refresh New Laptops/Desktops (Dell) Future LOB Apps on SharePoint (eIT/Partners) Future Intranet Platform (Replace with SharePoint) LAN/WAN Infrastructure (Cisco) Active Directory (Microsoft) Key Enabler for NWOW NWOW Pre-Req Future Reqs. Exchange Mail (Microsoft) IP Telephony (Nortel) Improves NWOW Office Communication Server and SharePoint Infrastructure (Microsoft) File and Print (HP) Funded & In Progress NWOW Pre-Req NWOW Pre-Req NWOW Pre-Req Already In Place Funding Sought NWOW Pre-Req NWOW Pre-Req

10. Building the Business Case – Make the benefit of tools concrete – eircom Trial “OCS 2007 has improved a lot the communication in our team…we used a lot IM and similar systems in my previous company, and now I'm really happy to be able to use it in eircom!” “30-40% Increase in Effective Communication with other Communicator Users” “Less email, Less fixed voicemail, Less sms, Less mobile voicemail, more quick answers to quick questions, makes homeworkingseemless” “..allows you to consult with 3rd parties not directly involved…without leaving the conf call and without tying up too much of their or your time in the process” “The ability to "tag" a contact, ..to be alerted whether he/she is available is particularly useful. I estimate that this function alone saves me 1 hour a week”” “.. instant messaging has allowed me to get quick answers to urgent questions while people were on conference calls. Each successful response saved me..up to 24 hrs waiting on an e-mail response” “..wishing more people were set up…so easy to see if people are available or not” “..Presence functionality..is an invaluable tool..minimises the amount of time wasted through incomplete calls and inefficient voicemail..” “.. higher success rate in contacting people who are indicated as available…estimate that my success rate was > 90% compared with a normal rate of 40%.” “Each [video] conference call has the potential to save me up to 8 hours travel” “estimate...10 - 20% [time savings] 0.5 - 1 day per week.” “.. very pleased with…communicator… offers the chance to conduct business efficiently any time any where” “..using Sharepoint to share documents between departments..we always have access to the documents and also it helps manage the change control and security of important documents/project plans” “.. Per/day on working off the correct version of a document that is shared with a team: 10 mins” This feedback was from our 100 User trial These results are magnified as we roll out

11. Where to from here..?

12. File Shares  Read Only • Content stored on “ShareNet” • Intranet migrated • “MySites” and Blogs Common • Partner Sites for external collaboration Future Vision- SharePoint • Critical Tasks for Success: • Governance Model and Adoption Strategy

13. Future Vision - Communicator • 1HSQ: Communicator with IP Telephony Integration • Remote sites will also have Communicator • Many remote sites enabled with IP Integration • Routine Federation with other companies

14. Future Vision – Live Meeting • Live Meetings routinely held within the company and with partners • Staff avoiding travel and using video conference where possible • Tandberg VC Units are also OCS Endpoints

15. Strategy to drive this home • Form the vision and present to the Directors (as with NWOW) • Get nominees to drive SharePoint/OCS (Collaboration Champions) (15-20 CCs) • Give them the tools and deep train on SharePoint • Showcase the technology in their own area (fulfilling their business need) • Market the Showcases – Take to the Exec and Senior Management • Information Portal (http://sharenet/hsq) • Document Storage and Retrieval (http://sharenet/advisoryservices) • Enterprise Search (http://sharenet/search) • Forms (Capex, PDC, TBD) • Workflow (Capex, PDC, TBD) • Lists • Form a Special Interest Group where CCs present and share their ideas

16. Thank You Thank you for your attention. Questions? • Stephen Mulligan, eircom IT • mulligans@eircom.ie