Problem Resolution Services Program with CGI provides seamless solution for Bell's customers
"CGI has always been a strong partner of Bell. I know that if any issue arises, I can call my counterpart to discuss it openly and it will be resolved this is the case regardless of level. This was truly "ONE" team."
Steve Munro, General Manager, Network and Technology, IS/IT, Bell Canada
CGI and Bell therefore teamed up to create the Problem Resolution Services (PRS) program. PRS was designed to integrate Bell's trouble management systems and processes, enable customers and partners to electronically submit, update and obtain status reports for trouble tickets through system links or a Web portal.
CGI and Bell moved away from the traditional customer/vendor relationship to approach the task as a shared problem. The team had to work within extremely tight timeframes and needed to produce fast, incremental results for all stakeholders. The PRS program also sought to achieve reduced schedule risk and high visibility of the program's progress. CGI faced the particular challenge of managing parallel releases at the same time, as multiple teams were working with the same code base. Excellent communication and strong configuration management principles were essential.
"CGI has always been a strong partner of Bell and are very knowledgeable about various systems in Bell including trouble management," stated Steve Munro, General Manager, Network and Technology IS/IT, Bell Canada. "They have knowledge and expertise with Middleware which was necessary to integrate different trouble management systems in Bell."
Rather than face the expense of building a new system or the uncertainty of attempting to adapt an off-the-shelf product, Bell and CGI decided instead to re-use existing technology. They set out to integrate all of the systems into one, leveraging the functionality of each system. Middleware, which combines software and hardware to allow systems to communicate and interact with one another, provided the means of merging the systems together. Re-use also allows new functionalities to be implemented at a reasonable cost.
The project proceeded smoothly thanks to the efficiency and synergy of the combined CGI and Bell team. "CGI worked very closely with my team to understand the business problem we were trying to solve," continued Mr. Munro. "CGI often provided their perspectives and creative solutions when we encountered roadblocks or unknowns."
The PRS system is expected to deliver significant operational efficiencies to Bell over a three-year period through the implementation of the PRS hub. It will also lower the cost and time required for customers and partners wishing to integrate their system with Bell's. The PRS portal should also lower the number of calls made to help desks, reduce entry errors and increase customer service quality by providing instant status reports on the trouble reported and faster problem resolution.
"A key factor to the PRS program success has been the relationship between Bell and CGI," concluded Mr. Munro. "CGI created a team structure similar to Bell, and we managed the project as a virtual team. I know that if any issue arises, I can call my counterpart to discuss it openly and it will be resolved this is the case regardless of level. This was truly "ONE" team."
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