Telecommunications Digital Transformation

The challenge

Australia’s largest telecommunications provider recognized the need to put their customers first to remain relevant in the modern world. This required reimagining how customers discover, purchase, and service products on self-service digital platforms.

EPiC was engaged to support and coach the Business 2 Business Digitisation program, responsible for delivering both new technology platforms and the simplification of new products.

The environment included onshore product ownership and a multi-vendor offshore delivery model. The digital transformation program consisted of 6 value streams, 60 teams, and over 1,000 people, with Agile Ways of Working maturity varying dramatically across the different value streams.

The organization had a traditional matrixed operating model and working culture and was beginning a large-scale transformation. Trust was low throughout the leadership team due to multiple rounds of restructuring.

Our Solution

• EPiC engaged each of the value stream program leaders independently, as they each had significantly different agile maturity and where facing different challenges.  Each of value stream leadership teams then developed and implemented a targeted transformation roadmap to uplift their unique domains.

• EPiC coaches swarmed on program events such as Quarterly Big Room Planning to ensure a common focus across the program. Cross value stream program initiatives such as Flow of Work and impediment pathways became the focus.

Outcomes

Still Ongoing. So far: 

• Establishment of End to End product teams focused on Product Simplification.
• Product & Technical Feature Creation
• Digitisation Product Roadmap establishment 
• Digitisation Architectural Roadmap establishment 
• Cross Value Stream Inception of new program capabilities
• Implementation & Maturity of a single Flow of Work Process.
• Implementation of Escalation Pathways 
• Establishment of cross-function persistent squads within value chains.
• Scrum Master and Product Owner Capability Analysis and maturity uplift