Change Projects

Set out below is a small sample of some of the projects we have recently delivered for our clients. If you would like further information please do not hesitate to contact us at enquiries@egertonassociates or by phone on +44 7771 784 246.

e-Commerce Claims Solution - Central Government

This assignment was to recover a late running project. Working within the Programmes and Projects Directorate to implement a web based solution to enable eligible customers to lodge claims on-line resulting in a payment. The primary business driver was to increase efficiency by eliminating the amount of administration involved in checking paper based claim submissions.

The solution architecture is 3-tier, comprising of a web front-end supported by Apache and a Solaris reverse proxy. An application tier with embedded business rules to ensure all submitted claims are fully validated removing the manual administration previously required. The application tier was developed using Java and Java Struts Framework and WebMethods. The database tier utilises a Tamino database and stores the data required to pre-populate claim forms as well as providing the repository for submitted claims. The database tier interfaces to the back-end processing systems via a Tibco gateway.

The architecture provides full fail-over of all components at each tier and was sized to support a user base of 100,000. A dedicated duplicated hot standby disaster recovery instance is also available providing real-time data replication between production and DR sites. The system is fully hardened and a full CHECK penetration test was successfully completed.

The provision and implementation of the system entailed managing 12 suppliers under the management of the project. The end-to-end service provision was then handed over to the managed service provider for BAU once the system was live. The managed service is governed by a set of ITIL conformant operational level and service level agreements supported by a service definition.

Technologies - Axure wireframes, Tamino database, Apache, XML, Java Struts Framework, CISCO, Checkpoint, Sun Solaris, Tibco.

Technology Refresh - Global Outsource Service Provider

We were engaged by our client to manage the delivery of a portfolio of projects under a technology refresh programme of work. We were responsible for the deployment of a number of services and new infrastructure to provide additional back-end services for the new desktop environments, including deploying an SCCM software distribution solution to support the user base consisting of approximately 10,000 users.

The solution called for the deployment of 95 servers to support 136 locations. The scope of the project covered procurement, build, deploy, service activation and BAU support encompassing the processes required to manage the distributions. The second project within the portfolio was to procure, build, deploy and service activate 36 Virtual Machines using VM Ware deployed across 2 physical machines. The VMs were used as a preproduction environment supporting a number of COTS packages. The third project in the portfolio was to deliver an enhanced Active Directory environment to enable schema extensions to be safely tested prior to promotion to the production environment.

Technologies - SCCM, VMWare, Active Directory, W2K3, Windows Vista

Sarbanes Oxley Remediation - Global Manufacturer

Engaged a global automobile manufacturer to manage a security project to remediate 200 global servers and 5000 application interfaces to comply with Sarbanes Oxley requirements. The role required the management of four global outsource companies (IBM, EDS, CapGemini, HP) two of which were responsible for infrastructure changes whilst the remaining two were responsible for application remediation. The platforms included z/OS, Solaris, OpenVMS, HPUX, W2K and W2K3.

All of the projects were delivered using GM's proprietary Service Delivery Process, SDP10 and completed within the prescribed timeframe. Technologies - z/OS, Solaris, OpenVMS, HPUX, W2K and W2K3, SSH Tectia, Open SSH.

Contact Centre Refresh - UK Insurance Provider

Our client, a leading provider of insurance services, engaged us to manage a portfolio of projects all aimed at improving the efficiency of the client's insurance call handling centres for sales and renewals. The projects bridged several business segments and were full life-cycle projects delivered using PRINCE2.

The projects in the portfolio delivered by us were:

• Implementation of a Customer Identification and Validation system (CTI) enabling screen-pops for customer service agents in a 1000 seat call centre using Java on the desktop and Oracle WebLogic at the back-end.

• SAP R3 Finance insurance commission payments application designed to calculate the monthly commissions payable to panel insurers. The application is responsible for generating multimillion-pound transactions each month. Production of monthly statements and management reports. Interface to the General Ledger.

• Implementation of a Self Service Insurance Renewals telephony system enabling motor and home renewals to be undertaken automatically using DTMF / Interactive Voice Response (IVR) technology. The application is developed in Aspect's proprietary language and interfaces to the policy database and the credit card payment processing system.

• Implementation of an outbound dialler for debt collection campaigns based on Aspect's predictive dialler platform. The development included a custom application to extract targets from the policy management mainframe system to be loaded on to the dialler each day.

• Implementation of Aspect's eWorkforce Management and Agent Productivity suite, 2500 seats over 5 sites. The implementation also included a mirrored disaster recovery system.

• The replacement of a Rockwell Spectrum RCC ACD with a larger capacity REN ACD.

Technologies - Java, .Net, WebLogic, Oracle, XML, HTTP, XP, W2K3 Server, C++, VME, SAP, Rockwell / Aspect, Cisco ICM, Linux.

Provision Of A Virtual Call Centre - Central Government

Our client had an urgent requirement to establish additional customer support capability. We were engaged to establish a virtual telephone call centre using Avaya technology encompassing 5 UK regional sites to service our client's business. We were commissioned to deliver a 470 seat Customer Contact Centre using leading edge Avaya Voice over IP (VoIP) technologies to 5 geographically dispersed UK sites. The initiative was driven by legislation and had to be operational by the end of February to meet its goals.

Technologies - Avaya Call Centre; VoIP; Oracle e-Business suite, (Teleservice, TeleSales, Oracle9i); Microsoft W2K/XP; BT Advanced Inbound Platform; CISCO; Lotus Domino.

Call Centre Technology Refresh - Global Insurance Provider

We were engaged to recover a business critical multimillion-pound project that had failed to meet its deadlines. The project was established to equip six UK customer contact centres with an enterprise wide virtual call centre telephony infrastructure. The solution delivered Service Level Protection and skills based call routing, extensive real-time and historical management information and call recording and playback facilities and enabled a level of integration with an offshore facility located in Bangalore, India.

The business benefits included service level protection delivering calls to the most appropriately skilled agent providing improved customer service and reducing the need to have calls transferred within the enterprise leading to substantial cost savings.

Technologies - Aspect ACD, Nortel IVR, Oracle 9, Business Objects, Microsoft W2K clustered servers (x49), Sun Solaris, Verint Ultra 9 call recorder, Symon wallboards, CISCO ICM

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