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Rick Hathaway V SCTCday cloud 24 feb16 Barcelona

Rick Hathaway presentation The business is in the cloud during V edition of Telecom consultants day Barcelona Feb 24, 16

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Rick Hathaway V SCTCday cloud 24 feb16 Barcelona

  1. 1. Barcelona Telecom Consultants Day 2016 V BARCELONA TELECOM CONSULTANTS DAY “The business is in the Cloud” How to find it, without being lost in the fog?” "El negoci està en el Núvol" “Com trobar-lo, sense perdre’s en la boira?" "El negocio está en la Nube” “¿Cómo encontrarlo, sin perderse en la niebla?“ 24 Feb 2016 Rick Hathaway | Georges Mokhbat | Agustín Argelich | Martha Buyer | Patricia Ayodeji Organized In collaboration with Sponsored
  2. 2. Barcelona Telecom Consultants Day 2016 C 2 TRADITIONAL OWNERSHIP On-site customer premises equipment (CPE), owned or leased, serving a single location or organization MANAGED SERVICE On or off premises system for a single organization, operated and maintained by a service provider or third party CLOUD/HOSTED SERVICE Provider offering whose off- site asset is shared and billed/charged among multiple customers (similar to “software as a service”) Motivators: Identifying Typical Ownership Models www.rlhtelecom.com
  3. 3. Barcelona Telecom Consultants Day 20163 Motivators: Ownership Model Characteristics Ownership Model Premise Based Hosted/Cloud Managed Services System or “asset” IP/PBX or speech application/server platform Carrier-class, usually shared “multi-tenant” system PBX/IP-PBX core with speech application servers (dedicated or shared assets) System location On-premises Off-premises On or Off-premises Dedicated Asset Yes No Maybe (usually no) Budget expenses Usually significant Capex with annual maintenance Opex, “pay as you go” (may have to buy phones) Opex - typical model (may have to buy phones) Internal technical staff support Yes No/maybe No/maybe Total Cost of Ownership (TCO) Least (usually for long term, ≥ 5-7 years) Short Term = Lower Long Term = Higher MSA-dependent Flexibility, control, responsiveness High Low MSA-dependent Responsibilities of ownership and upgrades High Low MSA Dependent, maybe low Vendor performance management efforts Low Medium/High High Ease of “utility” deployment and “up” scalability Low High Probably high www.rlhtelecom.com
  4. 4. Barcelona Telecom Consultants Day 2016 44 Motivators: Key Enterprise Business Drivers Financial • Reduce operating costs • Control capital expenditures • Reduce staff • Be more productive • Increase bottom-line revenues Tactical/Operational • Become more productive • Support increasingly distributed workforce • Focus staff on core business • Improve in-house skills with increased training • Maintain status quo (Typical/advertised) business goals for new IT & Telecom services: Strategic/Operational • Position organization for growth or advancement in services • Prepare to support an increasing number of complex applications • Business process improvement • Support new workplace realities & increasing mobility • Support global operations 4www.rlhtelecom.com
  5. 5. Barcelona Telecom Consultants Day 2016 Pros • Predictable Opex over the term of agreement • Increased staff focus on core business strategy or projects (not enterprise computer, network, telecom services) • Off-load system monitoring and daily technical support activities • Accelerated deployment process • Reduced risk of failed deployment with experienced provider Cons • Skepticism about: – Cost savings – Stability and reliability – SLA Management • Failure to include ALL cost elements in the analysis • Concerns about data security • Questions about legal and regulatory compliance • Perceived lack of industry standards • Costs for specific User customization • Resistance from internal IT staff • Loss of “enterprise control” 5 Motivators: Cloud Services (typical) www.rlhtelecom.com
  6. 6. Barcelona Telecom Consultants Day 2016 Motivators: Checklist Factors Selection is as much a business decision as it is technical. Know your business objectives and your 1-3-5 year plan. 6 • Understand your own unified communications (UC) strategy • Know your candidate providers (and their services records) • Perform your due diligence procedures • Perform financial and reference checks with clients of similar size & complexity • Use secondary references • Assess your situation and expectations objectively: technical, financial, operational • Let the business requirements drive the technology choice, not your equipment or service vendor • Be realistic about goals & objectives • Look at all operational aspects, not just initial system costs www.rlhtelecom.com
  7. 7. Barcelona Telecom Consultants Day 2016 C 7 1. Determine business needs first. 2. Don’t assume the infrastructure is ready. 3. Involve line of business leaders. 4. Prepare a vendor-neutral RFP. 5. Use an objective evaluation process. 6. Remember those “one off” needs. 7. Initial Price vs. Long Term TCO. 8. Critical impact of contract terms on long term success. 9. Knowledge of regulatory requirements 10. Training: user and technical support. Common Blockers: What to find out…What to do…? www.rlhtelecom.com
  8. 8. Barcelona Telecom Consultants Day 2016 C 8 • Technology must solve a business problem or place an enterprise in a position to advance its goals to be justified. • Every department has its own 1-3-5 year plans. Do you know them all? Really….? • Technology is just the tool, not the goal. • Major technology procurements can be used as an agent for change (new features, capabilities, processes). 1. Determine business needs first
  9. 9. Barcelona Telecom Consultants Day 2016 C 9 Who is your customer? • Business leaders responsible for results are looking for tools, not toys. • IT-driven solutions are becoming a hard sell as user groups become more tech savvy. • Line of business leaders are becoming increasingly active in technology procurement decisions. Who is your advocate? • Designate a senior management sponsor to: Help navigate the “C level suite” corporate culture Keep the project on the executive agenda • Establish a “voice of the customer” initiative during the process to improve the odds of acceptance. 2: Involve line-of-business leaders
  10. 10. Barcelona Telecom Consultants Day 2016 C 10 Core Infrastructure • Cable plant must be tested (or upgraded) to new standards. • New technologies will add requirements on the core infrastructure:  Increased HVAC needs to support POE  New mobility requirements “Don’t worry, our network is ready now….” Data Network • Voice is not “just another application on the network.” • Include a VoIP readiness study. • Most vendors will not guarantee system performance without a current readiness study. • Packet loss, jitter, latency, QOS must be measured and managed (forever). 3: Don’t assume the infrastructure is ready
  11. 11. Barcelona Telecom Consultants Day 2016 C 11 • Use full and open competition to find “best fit” and best value.” • Conduct a Pre-Bid meeting with candidate vendors/providers. • Require bidders to explain “how” requirements will be met. • Save the “yes/no” responses for feature tables. • Place page limits on responses, i.e. RFP x2. • Encourage questions and distribute all responses and addenda to all bidders. • Demand “active” references from the vendor/provider (not the manufacturer). • Include working reference site visits for finalists. • Remember “no solution is right everywhere.” RFP Strategies 4: Prepare a vendor-neutral RFP
  12. 12. Barcelona Telecom Consultants Day 2016 C 12 • Develop your own evaluation method; do not use a vendor-supplied tool. • Design a rating tool that is: Valid: Measures what it is supposed to measure Reliable: Produces consistent results Usable: For non-technical team members • Use weighted categories based on goals and priorities. • Share the intended methodology with bidders. 5: Use an objective evaluation process
  13. 13. Barcelona Telecom Consultants Day 2016 C 13 • Start by creating a category table by priority • Assign weighted values to meet your business goals • Share with the bidders during the pre-bid meeting. • Use as the basis for a more detailed evaluation tool. WEIGHTED EVALUATION CATEGORIES Weighted Values Adherence to Conditions of Bidding & Proposal 10% System Requirements and Configuration 20% Solution Features and Assumptions 20% Optional Features 5% Installation, Service and Support 20% Vendor Pricing and Information 25% TOTAL 100% 5: Use an objective evaluation process…continued
  14. 14. Barcelona Telecom Consultants Day 2016 C 14 • Sample section scoring – Vendor Pricing Information • Full sample scoring matrix from a previous procurement project available upon request…. Requirements Value Weight Vendor 1 Vendor 2 Vendor 3 Vendor 4 Vendor Pricing and Information Adherence to Pricing Format supplied in RFP 10 10.00 9.00 8.00 8.00 Completeness of Pricing 10 10.00 9.00 9.00 8.00 Maintenance Plan Options/Pricing 10 8.00 10.00 7.00 6.00 Pre-Cutover Pricing (one year after final cutover) 10 5.00 2.00 8.00 9.00 Total Contract Pricing 20 20.00 16.00 18.00 14.00 Optional Item Pricing 10 7.00 9.00 9.00 7.00 Pricing Option: Purchase or Lease 10 5.00 8.00 9.00 9.00 Similar installations/references in the Wilmington, DE 20 8.00 8.00 8.00 7.00 Sub-Total - Points 100 100 73.00 71.00 76.00 68.00 Weighted Sub-Total 25% 18.25 17.75 19.00 17.00 Total Comparison Scoring 5: Use an objective evaluation process…continued
  15. 15. Barcelona Telecom Consultants Day 2016 C 15 • Forgetting about analog requirements (yes, analog & POTS) • Maintaining operational fax services • Not including peripherals Headsets TTY phones/communication terminal Wireless Handsets (802.11x) • Discovering those smaller “hidden call centers” Look beyond typical front line sales and service groups HR, IT Help Desk, motor pool, operator services, etc. 6: Don’t forget those “one off” needs
  16. 16. Barcelona Telecom Consultants Day 2016 C 16 • Easy to say, in tight budget times. • Do the math…each time…! • Consider all leasing, hosted and traditional premises- based purchase options. • Run the numbers based on your corporate history for typical year Life Cycle TCOs (7-10-12 year cycles). • Expect your numbers to be challenged. • Include as many elements as are known:  Infrastructure upgrades  Incremental support staff  Dual operations/migration  Technology refresh (3-4 years)  Initial and follow-on training  Staff replacements  Training for staff replacements  Physical renovations, improvements Price vs. Long Term Value (Total Cost of Ownership) www.rlhtelecom.com
  17. 17. Barcelona Telecom Consultants Day 2016 C 17 Situation • Incumbent hosted provider service in 300+ locations • 13,500 total stations, half of the users on 296 legacy key systems • Contract telecom maintenance staff under City Telecom Director • System not meeting advanced functionality needs • Four different manufacturer PBX systems in the telecom network • Seven different ACD systems supporting 10 call centers Results • Evaluated Centrex, alternate hosted, managed service, and premises solutions. • Forecasted 12-Year Life Cycle Opex & Capex budgets (higher in early years, lower in later years). • Provided short, medium, and long term technology upgrade plan. • Recommended competitively bid premises-based “private cloud” solution. 7: Price vs. Long Term Value…continued
  18. 18. Barcelona Telecom Consultants Day 2016 C 18 12 Year Roll-up Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10 Year 11 Year 12 ANNUAL Costs 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 Current CENTREX $ 7,221,438 $ 7,449,034 $ 7,683,916 $ 7,926,319 $ 8,176,489 $ 8,434,679 $ 8,701,150 $ 8,976,171 $ 9,260,021 $ 9,552,989 $ 9,855,371 $ 10,167,476 Hosted VoIP Services $ 11,766,700 $ 11,444,401 $ 11,342,322 $ 11,555,441 $ 10,953,885 $ 9,164,040 $ 9,384,026 $ 9,665,733 $ 9,955,908 $ 11,717,362 $ 10,562,689 $ 10,879,828 Managed Services: Digital/VoIP Hybrid $ 11,901,386 $ 11,552,150 $ 11,450,071 $ 11,663,190 $ 11,034,697 $ 9,164,040 $ 9,384,026 $ 9,665,733 $ 9,955,908 $ 11,027,212 $ 10,562,689 $ 10,879,828 Alternate CENTREX Bid $ 10,282,408 $ 10,035,601 $ 10,372,059 $ 10,693,286 $ 10,384,128 $ 9,018,090 $ 9,302,732 $ 9,596,477 $ 9,899,622 $ 10,239,346 $ 10,535,339 $ 10,868,554 Premise Based Hybrid Digital/VoIP $ 14,447,815 $ 10,063,760 $ 9,114,839 $ 9,290,278 $ 6,849,344 $ 4,786,531 $ 3,701,741 $ 3,819,762 $ 3,941,642 $ 4,491,751 $ 5,346,160 $ 4,331,735 12 Year Roll-up Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10 Year 11 Year 12 Cumulative Costs 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 Current CENTREX $ 7,221,438 $ 14,670,472 $ 22,354,388 $ 30,280,707 $ 38,457,196 $ 46,891,875 $ 55,593,025 $ 64,569,196 $ 73,829,217 $ 83,382,206 $ 93,237,577 $ 103,405,053 Hosted VoIP Services $ 11,766,700 $ 23,211,101 $ 34,553,424 $ 46,108,865 $ 57,062,750 $ 66,226,790 $ 75,610,815 $ 85,276,548 $ 95,232,456 $ 106,949,818 $ 117,512,507 $ 128,392,336 Managed Services: Digital/VoIP Hybrid $ 11,901,386 $ 23,453,537 $ 34,903,608 $ 46,566,798 $ 57,601,495 $ 66,765,535 $ 76,149,560 $ 85,815,293 $ 95,771,201 $ 106,798,413 $ 117,361,102 $ 128,240,931 Enhanced CENTREX $ 10,282,408 $ 20,318,010 $ 30,690,068 $ 41,383,354 $ 51,767,482 $ 60,785,572 $ 70,088,304 $ 79,684,782 $ 89,584,403 $ 99,823,749 $ 110,359,088 $ 121,227,642 Premise Based Hybrid Digital/VoIP $ 14,447,815 $ 24,511,575 $ 33,626,414 $ 42,916,692 $ 49,766,036 $ 54,552,567 $ 58,254,307 $ 62,074,069 $ 66,015,711 $ 70,507,463 $ 75,853,622 $ 80,185,358 TCO Summary Spreadsheet 7: Price vs. Long term Value…continued
  19. 19. Barcelona Telecom Consultants Day 2016 C 19 12 Year Roll-up Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10 Year 11 Year 12 ANNUAL Costs 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 Current CENTREX $ 7,221,438 $ 7,449,034 $ 7,683,916 $ 7,926,319 $ 8,176,489 $ 8,434,679 $ 8,701,150 $ 8,976,171 $ 9,260,021 $ 9,552,989 $ 9,855,371 $ 10,167,476 Hosted VoIP Services $ 11,766,700 $ 11,444,401 $ 11,342,322 $ 11,555,441 $ 10,953,885 $ 9,164,040 $ 9,384,026 $ 9,665,733 $ 9,955,908 $ 11,717,362 $ 10,562,689 $ 10,879,828 Managed Services: Digital/VoIP Hybrid $ 11,901,386 $ 11,552,150 $ 11,450,071 $ 11,663,190 $ 11,034,697 $ 9,164,040 $ 9,384,026 $ 9,665,733 $ 9,955,908 $ 11,027,212 $ 10,562,689 $ 10,879,828 Alternate CENTREX Bid $ 10,282,408 $ 10,035,601 $ 10,372,059 $ 10,693,286 $ 10,384,128 $ 9,018,090 $ 9,302,732 $ 9,596,477 $ 9,899,622 $ 10,239,346 $ 10,535,339 $ 10,868,554 Premise Based Hybrid Digital/VoIP $ 14,447,815 $ 10,063,760 $ 9,114,839 $ 9,290,278 $ 6,849,344 $ 4,786,531 $ 3,701,741 $ 3,819,762 $ 3,941,642 $ 4,491,751 $ 5,346,160 $ 4,331,735 12 Year Roll-up Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10 Year 11 Year 12 Cumulative Costs 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 Current CENTREX $ 7,221,438 $ 14,670,472 $ 22,354,388 $ 30,280,707 $ 38,457,196 $ 46,891,875 $ 55,593,025 $ 64,569,196 $ 73,829,217 $ 83,382,206 $ 93,237,577 $ 103,405,053 Hosted VoIP Services $ 11,766,700 $ 23,211,101 $ 34,553,424 $ 46,108,865 $ 57,062,750 $ 66,226,790 $ 75,610,815 $ 85,276,548 $ 95,232,456 $ 106,949,818 $ 117,512,507 $ 128,392,336 Managed Services: Digital/VoIP Hybrid $ 11,901,386 $ 23,453,537 $ 34,903,608 $ 46,566,798 $ 57,601,495 $ 66,765,535 $ 76,149,560 $ 85,815,293 $ 95,771,201 $ 106,798,413 $ 117,361,102 $ 128,240,931 Enhanced CENTREX $ 10,282,408 $ 20,318,010 $ 30,690,068 $ 41,383,354 $ 51,767,482 $ 60,785,572 $ 70,088,304 $ 79,684,782 $ 89,584,403 $ 99,823,749 $ 110,359,088 $ 121,227,642 Premise Based Hybrid Digital/VoIP $ 14,447,815 $ 24,511,575 $ 33,626,414 $ 42,916,692 $ 49,766,036 $ 54,552,567 $ 58,254,307 $ 62,074,069 $ 66,015,711 $ 70,507,463 $ 75,853,622 $ 80,185,358 Option 12 Year Roll Up Costs Savings or Additional Costs Savings or Additional Costs Option 1: Current Centrex (used as Base Cost) $103,405,053 $ - 0% Option 2: Hosted VoIP Solution $128,392,336 $24,987,283 24.2% Option 3: Managed Service (Digital/VoIP Hybrid) $128,240,931 $24,835,878 24.0% Option 4: Alternate Hosted/Centrex Bid $121,227,642 $17,822,589 17.2% Option 5: Premise Based: (Digital/VoIP Hybrid) $ 80,185,35 $23,219,411 18.1% TCO Summary Spreadsheet Price vs. Long term Value…continued www.rlhtelecom.com
  20. 20. Barcelona Telecom Consultants Day 2016 C 20 $- $2 $4 $6 $8 $10 $12 $14 1 2 3 4 5 6 7 8 9 10 11 12 Millions TCO Annual Costs (annual cash flow) Current CENTREX Enhanced CENTREX Managed Services: Digital/VoIP Hybrid Hosted VoIP Services Premise VoIP/Hybrid www.rlhtelecom.com Baseline Centrex Premise Hybrid Break Even Price vs. Long term Value…continued
  21. 21. Barcelona Telecom Consultants Day 2016 C 21 $- $20,000,000 $40,000,000 $60,000,000 $80,000,000 $100,000,000 $120,000,000 $140,000,000 1 2 3 4 5 6 7 8 9 10 11 12 Current CENTREX Hosted VoIP Services Managed Services: Digital/VoIP Hybrid Enhanced CENTREX Premise Based Hybrid Digital/VoIP Baseline Centrex Enhanced Centrex Hosted & ManagedTCO: Cumulative Costs (roll-up costs) Break Even Premise Hybrid Price vs. Long term Value…continued www.rlhtelecom.com
  22. 22. Barcelona Telecom Consultants Day 2016 C 22 8: Negotiate favorable contract terms • Establish the vendor’s RFP response as the ranking document in negotiations and the final contract. • Go into final negotiations with your top two finalists. • Don’t use the vendor’s standard contract; develop your own for large corporate wide purchases or cloud service. • Read the entire document: Obtain contracts in open MS Word format  Define your preferred ownership and purchase options in the RFP • Include a “cancellation clause” for specific defined instances of non- performance.
  23. 23. Barcelona Telecom Consultants Day 2016 C 23 • Review for key terms and conditions specific to your corporate environment: Protection against third party HW/SW infringement claims Bid bonds for non-performance, insurance, taxes Prohibition on hiring each other’s personnel Common, popular warranty disclaimers Disclaimer of Warranties. Customer acknowledges and agrees that the Equipment is sold with the manufacturer’s warranty only, and that VENDOR MAKES NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE EQUIPMENT AND SPECIFICALLY DISCLAIMS ANY AND ALL IMPLIED WARRANTIES, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. FURTHERMORE, VENDOR DOES NOT WARRANT THAT IT WILL PREVENT, OR THAT THE EQUIPMENT WILL PREVENT, UNAUTHORIZED USE (OR CHARGES FOR SUCH USE) OF COMMON CARRIER TELECOMMUNICATION SERVICES OR FACILITIES ACCESSED THROUGH OR CONNECTED TO THE EQUIPMENT (“TOLL FRAUD”). 8: Negotiate favorable contract terms…continued
  24. 24. Barcelona Telecom Consultants Day 2016 • Implementation incentives & penalties • MAC response times • Include provisions for periodic: – Technology refresh cycles – Periodic service audits (reduced or no cost adjustments for right-sizing) • Training for everyone: – ALL enterprise users – System admin & support staff • Security and Back-ups – Who does them & and where are they stored? – Include encryption keys in the back- up’s…! 24 Identify and negotiate Service Level Agreement (SLA) elements • Billing cycles – Payment schedules – Discounts & penalties • Rate review & billing errors: – Are there limitations on how far back you can claim reimbursements? – Recurring audit schedule – Most favorable rate provisions • Outage tracking & restoration – Specific SLA-based goals – Based on occurrence or user reporting? – Direct access to provider SNMP data feeds 8: Negotiate favorable contract terms…continued
  25. 25. Barcelona Telecom Consultants Day 2016 C 25 9: Don’t skimp on training • General admin Users will most likely not be familiar with new tools:  Unified communications  Presence tools  Unified Messaging  Mobility options • Contact center supervisors will need training on new…  Routing schemes  Reporting options  Monitoring tools  Agent scheduling options • Telecom/IT support personnel will need to master new…  Provisioning systems  Routine maintenance and troubleshooting Training for ALL users and support teams is a must have! Insist the vendor provided training is done on-site
  26. 26. Barcelona Telecom Consultants Day 2016 C 26 10: Address policy and regulatory requirements Make sure your solution includes the technology to comply! • E911: Federally-mandated but state-controlled 17 states have passed “some” level of regulation Some are painfully long and detailed (Illinois + Chicago add-ons) Some are painfully brief (Florida) • Next Generation 911 Act of 2012: Using technology to resolve “9-911” dialing, i.e., “Kari’s law”
  27. 27. Barcelona Telecom Consultants Day 2016 C 27 Make sure your system includes the technology to comply! • TCPA - Telecommunications Consumer Protection Act Regulatory controls for contact centers using auto dial technology Potentially heavy penalties for non-compliance • Single vs. dual party notification for recording calls (state-controlled) • Mobility/cell phone deployment and policies Do you have a strategy: Company-provided sets or BYOD? Do you have an approved use policy? More importantly, do you enforce it? Employers are being sued when employees talk/text and drive, i.e., “distracted driving.” 10: Address policy and regulatory requirements…continued
  28. 28. Barcelona Telecom Consultants Day 2016 Thanks for your participation…! Questions? 301-384-7422 www.battlesgroup.com bwbattles@battlesgroup.com 703-698-5432 www.rlhtelecom.com rick.hathaway@mindspring.com RLH Telecom Solutions 28

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