Tech Mahindra secured a $350m, five-year deal to provide BT with application maintenance and support services for its business critical OSS/BSS applications and platforms.
OVUM. Clare McCarthy Comment: This contract award ties in with BT's ongoing transformation programme, which has an impact on organisation, culture, networks and IT systems throughout the business. This deal will link BT's application portfolio performance to its business performance. Transforming the front-end of the business can sometimes be achieved with smoke and mirrors, but BT is rightly tackling this from the bottom up. Transforming the OSS/BSS infrastructure is no easy task at the best of times, but BT has upped the ante by publicly stating that it aims to be number one for customer service (across all industries in the UK). This also drives the two key metrics that BT applies to both employees and partners when assessing performance - first time and improved cycle time. Tech Mahindra, which is a JV with BT, is one of the most close-knit partners and is ideally placed to harmonise BT's internal processes, introduce greater automation and standardise application services. The work will be undertaken by Tech Mahindra's Service Excellence & Improvement Group (SEIG) and will focus on Application Maintenance and Business Activity Monitoring (BAM). Delivery will be part on- and part offshore, supported through Tech Mahindra's Centres of Excellence (CoE) facilities in India and via a new facility in the UK. This is a good win for Tech Mahindra and draws on its strengths in both business process and IT systems.