Different providers are always vying to supply HR with business services – but can the telecoms industry really handle business services like IT as well as the phone networks?
From a business perspective it is far easier to work with a partner that you can have a business conversation with because they understand your requirements from the level of the industry sector in which you operate, right through to the relevant products and solutions that will address the challenges you are facing.
However, this remains an area where many network communication providers still lack the investment to develop the type of professional service arm customers require. It takes time to recruit and train and operate a professional service capability in this business outcome-based manner. Most network communication providers have not yet made the level of investment that such an initiative demands.
That’s the issue analyst firm K2 Advisory set out to tackle in a new piece of research entitled Can telecoms providers really deliver business solutions?
There’s been a customer pull as well as vendor push towards this new business reality, as K2 principal analyst Dr Katy Ring pointed out.
“More and more business customers are demanding that their network communications providers extend their portfolios into new areas such as LAN management, managed security, hosting and storage,” argues Dr Ring. “This is largely because the border between IT and telecom service provision is breaking down because of the Internet – it means that IT services and telecom services are blurring.”
But it’s important that this blurring leads to a more business rather than technology approach to conversations with customers. “Given the importance of the network in modern organisations, customers will increasingly want to work with a professional services capability that can lead business conversations and talk about your drivers and pain- points, and then respond with an appropriate networked solution,” said Dr Ring.
K2 Advisory has drawn up some key questions to ask of potential telcos offering business solutions:
- Look at how they label and introduce their service offerings. For example, do they talk about security simply as a technical issue, or as an issue raising people management concerns?
- Can they talk about business issues for more than five minutes before handing off to a business partner from one of the system integrators?
- Do they provide sector-based propositions?
- Are their solutions tested end-to-end for global delivery reach and consistency?
Dr Ring cites BT as an example of a company that has successfully managed the transition. “Over the past couple of years, away from the glare of press headlines, BT Global Services has undergone quiet, yet significant changes,” she notes. “For example, there has been a company-wide programme to organise staff into ‘professional communities’. This means that the Professional Services organisation can now “skill forecast” into the future to ensure the right person, with the right training and qualifications, turns up to speak to you.”
Powys County Council case study
One of Powys County Council’s primary issues is the growing demand for office space. The cost of accommodation was becoming a significant financial burden but, at the same time, the Council was seeking ways to enhance service levels to citizens. A parallel objective was to improve the work life balance of its staff in order to boost employee satisfaction and aid staff retention.
BT’s Workstyle approach takes a holistic view of flexible working and concentrates on aligning the mix of people, property and process needs. This would allow Powys County Council to begin the transformation programme with a clear business focus, rather than be driven by technology.
The BT Workstyle team co-operated with a wide range of council functions and stakeholder groups such as Human Resources, Facilities Management, IT, and the Trades Unions, to deliver a bespoke web portal to underpin the flexible working initiative. The portal – developed and managed by BT – has four essential functions:
- A guide to change: It is a source of information and guidance for staff considering moving to new ways of working.
- Managing the transition: The portal manages the practicalities of the transition to new ways of working, including automating the application and authorisation process. It provides a simple framework for change, addressing such things as Health & Safety compliance. It also collects order details for any equipment required, ranging from furniture, computing and network services through to stationery supplies for home and remote workers. All orders are placed with relevant suppliers by BT and managed through to completion directly with council staff.
- Ongoing support: The portal is a single source of information for flexible workers providing information on topics such as training, processes and procedures as well as the latest news. BT manages any necessary moves and changes and provides the platform for the ongoing evolution of the Council’s flexible working initiative.
- Providing management information: Flexible working is a driver for business transformation and benefit realisation rather than an end in itself. Management information is key to ensure that transitions happen smoothly, resources are focused and anticipated business benefits are realised.
For a full copy of ‘Can telecom providers really deliver business solutions?’, go to www.K2Advisory.com.