Making a difference in the Enterprise:

Social Software Development @ Virgin Media

Nick Good • Head of Technology Efficiency • Virgin Media • @nickgood7

Virgin Media Field Teams

FuturesMethod

Value

Inception

JIRA

A journey into a new world…

Virgin Media

Ultra-fast broadband connections - speeds of up to 100Mb

To over half of all UK homes

The most advanced interactive TV serviceBroadcast TV and On-Demand powered by TiVo

First to offer HD TV and 3D on demand to UK households

First and most popular virtual mobile network in the UK

One of the largest fixed-line Home phone providers in the country

But first the corporate stuff…

Inception…

Virgin Media Field TeamsThe challenge we were set….

Simplify the business by improving

Technology

Demonstrate the Value

of IT

⚑⚑

Virgin Media Field TeamsBut what would we need to take on such a task ?

And what were we given ?

Value…

TOC

FSOCInstalls

Billing & Payments

Accounting Services

TSCStaff Accounts

Business Billing

Customer Retentions

Sales Retail

Business Assure

Revenue Assurance

Sales Order Entry

Customer ComplaintsCredit Management

Consumer CollectionsField

2012 – Results 2013 – Results (YTD)Some big numbers….

Where did we go ?

• 22 Cycles Completed

• 400 Opportunities Delivered

• 400,000 Hours of time saved

• £Several in Revenue realised

• NPS Score +77

• 18 Cycles Completed …

• 245 Opportunities Delivered … [ 420 ]

• 230,000 Hours of time saved … [ 430,000 ]

• £SeveralMore in Revenue realised … [ £LotsM ]

• NPS Score +92 … [ ? ]

Virgin Media Field Teams

0

100

200

300

400

What have we delivered…

ServeNow ServeNPC ServeSIP ServeOrder

New System Hardware Reports ProcessMajor Change Education Minor Change

+92“outstanding team”

“I take my hat off to them”

“would recommend them”

“definitely like to have them back”

“a wonderful group of people”

“Field Team have given us hope”

“approachable, available,

Knowledgeable”

“always be using them for our projects”

“gone above and Beyond”

“they exceeded my expectations”

Do they luuuuurve us ?10 or 9 8 or 7 6 to 0

Promoter Passive Detractor

NPS = %age of Promoters less %age of Detractors

Net Promoter Score

Virgin Media Field Teams

Method…

Care

ICOMS

RemedyIRB Oracle ERP

ASPECTSifter

Etc…CCCSBOSS

CDFE

ü ü ü

ü ü ü

ü

ü

üSystem Processes

Training Reports

Hardware Data Interface

Change Mgt

Security

Sol’n Design

Cost Saving

Calls Reduction

Trucks Avoided

Hours Saved

Feedback

Benefits

ServeField  Teams

Operational  Simplification

Virgin Media Field Teams

Observation & Analysis

Planning

In-cycle Delivery

Post-cycle Delivery

…

Executive SponsorshipExecutive Sponsorship

NowObserve Capture Analyse Plan

Collaborate

Communicate

Deliver

JIRA NPC

NPC

SIP

Order

Field Teams (x3)

Dev &

Support

Tech

Data

Process K

nowledge

Technical Skills

Business S

kills

Leadership Skills

FT Governance & Ops

And along came JIRA…

Virgin Media Field Teams & JIRA

Customised “issues” track all opportunities identified

Quality of capture is monitored through dashboards

Field Team Opportunities

Virgin Media Field Teams & JIRA

Planned

Not Planned

Com

pleted

Rejects & Dupes

Captured O

pportunities

Outstanding

3 Perspectives of the Plan

Where are the benefits coming from ?

When do we deliver ?

Virgin Media Field Teams & JIRAComplete Control…

Futures…

Virgin Media Field TeamsThe challenge has been increased….

Increase in Value

BIGGER Solutions for the BIGGER problems

⚑

⚑

Thank you!

Nick Good • Head of Technology Efficiency • Virgin Media • @nickgood7

#SocialSoftwareDev

Matthew Jensen • Deve loper Re la t ions Engineer • ATLASS IAN • @matthewjensen

Making a Difference:I THE ENTERPRISE

Graeme Smith • Sen ior Deve loper • ATLASS IAN • @GraemeOfSydney

+ +

MakeADiffAtlassianFoundation

Atlassian Foundation

%1 Annual profitEmployee timeAtlassian equityCommunity Licenses

One Percent Model

Employee Contributions

$ Atlassian will donate up to $1000 per year per employee through donation matching

All Atlassian employees are eligible for five days of foundation leave per year

Foundation Council

Giving the youth of the world access to a world-class education to break the poverty cycle

$2.5 million6 schools150 libraries1,500 girls

It’s too hard

I’m too busy

Making it Easier

Plan A: Spreadsheet

Plan B: JIRA

?

?

?

??

Much Better Plan:

Service Desk makes the process of logging volunteer leave and donation matching easy. ”“

Making Time

%11

Success so far

• Not tech savvy

• Small IT budget, if any

Where Charities Struggle

• People are excited about this, but...

• They don’t know where to find volunteering opportunities

Employee Volunteering

Crowdsourcing• People can contribute as much as they like

• No time or geographic constraints

• Tap into a wealth of skills

Open Source• Anyone can contribute

• Low barrier to entry for volunteers

• Promotes re-use between projects

Under the Hood

J IRA

Make a Di f f

Serv le t F i l tersRedirect pages

Webwork Act ionsNew pages

Act ive ObjectsPersistence

i f rameEmbedded Agile board

• Volunteers

• Code Camp

• Hack Days

• JIRA Agile, Bamboo, HipChat

How Was It Built?

• Increase volunteer opportunities

• Better use of time and money

• Help more charities be awesome

Impact

• https://makeadiff.org

• Worldwide community - anyone can volunteer!

• Stockpile of re-usable solutions

Plans for the Future

It’s too hard

I’m too busy

It’s easy

I’m too busy

It’s easy

It’s efficient

Thank you!

Matthew JensenGraeme Smith

Text code below to 22333or visit http://bit.ly/1bR92XO

Making a Difference in the Enterprise

To join this session, send text 136888 to 22333

AWESOME = 2G

PRETTY GOOD = 2F

NOT BAD = 2E

MEH = 2D

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