2. Making a difference in the Enterprise:
Social Software Development @ Virgin Media
Nick Good • Head of Technology Efficiency • Virgin Media • @nickgood7

3. Virgin Media Field Teams
A journey into a new world…
Method
Inception
Value
Futures
JIRA

4. Virgin Media
But first the corporate stuff…
Ultra-fast broadband connections - speeds of up to 100Mb
To over half of all UK homes
The most advanced interactive TV service
Broadcast TV and On-Demand powered by TiVo
First to offer HD TV and 3D on demand to UK households
One of the largest fixed-line Home phone providers in the country
First and most popular virtual mobile network in the UK

5. Inception…

6. Virgin Media Field Teams
The challenge we were set….
⚑
⚑
Simplify the
business by improving
Technology
Demonstrate
the Value
of IT

7. Virgin Media Field Teams
But what would we need to take on such a task ?
And what were we given ?

8. Value…

9. Where Results
2012 – did we go ?
2013 – Results (YTD)
Some big numbers….
• 22 Cycles Completed
TOC
Consumer Collections
Revenue Assurance
• 400 Opportunities Delivered
Customer Retentions
• 400,000 Hours of time saved
• £Several in Revenue realised Sales
Staff Accounts
Business Billing
Installs
Field
• 245 Opportunities Delivered … [ 420 ]
Billing & Payments
Credit Management
•Accounting Services
NPS Score +77
• 18 Cycles Completed …
Customer Complaints
• 230,000 Hours of time saved … [ 430,000 ]
•
TSC Revenue realised … [ £LotsM ]
Retail
£SeveralMore in
Business Assure
• NPS Score +92 … [ ? ]
FSOC
Sales Order Entry

10. Virgin Media Field Teams
What have we delivered…
ServeNow
ServeNPC
ServeSIP
ServeOrder
400
300
200
100
0
New System
Hardware
Major Change
Reports
Education
Process
Minor Change

11. Net Promoter Score
Virgin Media Field Teams
“would recommend
them”
“gone above and
Beyond”
“outstanding team”
“definitely like to
have them back”
“they exceeded
my expectations”
6 to 0
Passive
Detractor
NPS = %age of Promoters less %age of Detractors
“always be using them for our projects”
+92
“I take my hat off to them”
8 or 7
Promoter
Do they luuuuurve us ?
10 or 9
“approachable,
available,
Knowledgeable”
“Field Team have
given us hope”
“a wonderful
group of people”

12. Method…

13. Virgin Media Field Teams
Executive Sponsorship
Executive Sponsorship
Data
FT Governance & Ops
Care
Feedback
Tech
Benefits
Field Teams (x3)
Leadership Skills
Technical Skills
Business Skills
Process Knowledge
Dev
&
Support
Cost Saving
Calls Reduction
…
Trucks Avoided
Hours Saved
ICOMS
Sifter
IRB
CCCS
BOSS
ü
System
ASPECT
CDFE
Oracle ERP
Remedy
Etc…
Hardware
Observation & Analysis
Planning
Training
In-cycle Delivery
ü
ü
ü
ü
ü
ü
ü
ü
Processes
Data Interface
Reports
Post-cycle Delivery
Observe
Capture
Analyse
Plan
Now
NPC
Deliver
Collaborate
SIP
Order
Serve
Field
Teams
Operational
Simplification
JIRA
Change Mgt
Security
Sol’n Design
Communicate
NPC

14. And along came
JIRA…

15. Virgin Media Field Teams & JIRA
Field Team Opportunities
Customised “issues” track all opportunities identified
Quality of capture is monitored through dashboards

16. Virgin Media Field Teams & JIRA
3 Perspectives of the Plan
Completed
Outstanding
Planned
Captured Opportunities
Not Planned
Rejects & Dupes

17. Virgin Media Field Teams & JIRA
Complete Control…
When do we deliver ?
Where are the benefits coming from ?

18. Futures…

19. ⚑
Virgin Media Field Teams
The challenge has been increased….
⚑
Increase in
Value
BIGGER Solutions for the
BIGGER problems

20. Thank you!
Nick Good • Head of Technology Efficiency • Virgin Media • @nickgood7
#SocialSoftwareDev

21. Making a Difference:
I
Matthew Jensen
•
THE ENTERPRISE
Developer Relations Engineer
Graeme Smith
•
Senior Developer
•
•
ATLASSIAN
ATLASSIAN
•
•
@matthewjensen
@GraemeOfSydney

22. +
Atlassian
Foundation
+
MakeADiff

23. Atlassian Foundation

24. One Percent Model
1
%
Annual profit
Employee time
Atlassian equity
Community
Licenses

25. 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

26. Foundation Council

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

29. $2.5 million
6 schools
150 libraries
1,500 girls

30. It’s too hard
I’m too busy

31. Making it Easier

32. Plan A: Spreadsheet

34. Plan B: JIRA

35. ?
?
?
?
?

36. Much Better Plan:

39. “
Service Desk makes the process
of logging volunteer leave and
donation matching easy.
”

40. Making Time

41. 11
%

43. Success so far

44. Where Charities Struggle
• Not tech savvy
• Small IT budget, if any

45. Employee Volunteering
• People are excited about this, but...
• They don’t know where to find volunteering
opportunities

47. Crowdsourcing
• People can contribute as much as they like
• No time or geographic constraints
• Tap into a wealth of skills

48. Open Source
• Anyone can contribute
• Low barrier to entry for volunteers
• Promotes re-use between projects

52. Under the Hood
Make a Diff
Servlet Filters
Webwork Actions
Redirect pages
New pages
Active Objects
iframe
Persistence
Embedded Agile board
JIRA

53. How Was It Built?
• Volunteers
• Code Camp
• Hack Days
• JIRA Agile, Bamboo, HipChat

54. Impact
• Increase volunteer opportunities
• Better use of time and money
• Help more charities be awesome

55. Plans for the Future
• https://makeadiff.org
• Worldwide community - anyone can volunteer!
• Stockpile of re-usable solutions

56. It’s too hard
I’m too busy

57. It’s easy
I’m too busy

58. It’s easy
It’s efficient

59. Thank you!
Graeme Smith
Matthew Jensen

60. Rate this Talk
Making a Difference in the Enterprise
Text code below to 22333
or visit http://bit.ly/1bR92XO
MEH = 2D
NO T BA D = 2E
P R ET T Y GO O D = 2F
A WES O ME = 2G
To join this session, send text 136888 to 22333