CUSTOMER ISSUE

A national Professional Service provider needed to upgrade its infrastructure, applications, and voice systems to launch a national Client Service Centre that was replacing 8 regional centres. Establishing a 24x7 data centre, national Virtual Private Network, porting key operational support systems, and establishing local support teams were critical project success factors. System and data security was also of eminent importance as this organization is bound by the personal information and privacy (PIPEDA) legislation.

PROJECT DELIVERABLES

Technical Deliverables - Data Centre

• Trouble shooting and stabilizing existing operations environment
• Set up of new systems, including mail servers, application servers, and data warehouses
• Establishment of Standard operating procedures, including end-user management and system back-up and restoral procedures
• Developed networking and IP assignment policies; upgraded corporate LAN backbone and switching
• Developing Disaster Recovery Plan across voice and data communications networks
• Establishing 24x7 support infrastructure and procedures
• Establishing Maintenance windows for corporate Web site, corporate Applications, network, and servers

Technical Deliverables - Voice Systems

• Established national managed telecommunications program
• Consolidated telecommunications providers nationally and managed RFQ process
• Established disaster recovery and hot transfer of voice calls to the Client Service Centre
• Deployed voice mail system across Canada

Technical Deliverables - Application Development and Deployment

• Coordinated transition of mission critical MAC-based enterprise application to the Windows platform
• Performed data cleanse and transfer moving four regional systems to a single national system.
• Coordinated end-user testing and acceptance of the new system
• Established primes in 8 regions to support the national roll-out.

Process Deliverables - National Call Centre

• Led business process reengineering meetings with key stakeholders from across the country
• Facilitated operations planning and transition meetings
• Produced process maps and procedures documents
• Launched national application training program

GLOBAL MINDS OPERATIONAL SUPPORT PARAMETERS

• Dedicated Technical Team
• End-user training and post-launch support
• 24x7 end-user support during system launch and cut-over
• Ongoing 24x7 support for data centre