Himanshu, VBG Enterprise Architecture: Yes, we created an ecosystem by integrating all shared platforms and services, and decommissioned systems with overlapping functions. Question: How did you create this ecosystem, revamp existing processes and introduce new services? Did you upgrade capabilities to achieve the end goal? We leveraged emerging technologies for a radical systems transformation to drive customer-centricity, simplify back-office operations, and enhance data governance. The primary objective of the North Star program was establishing an operating model that strengthened the core network while restructuring business units for world-class customer service. Given the existing landscape, we had to first address issues due to legacy processes and systems as well as fragmented knowledge portals. We needed to adopt a digital-first approach to serve customers through their preferred channel, be it IVR, web or mobile. A digital transformation of our business processes was imperative to ensure seamless service. Himanshu, VBG Enterprise Architecture: VBG embarked on a business restructuring program to provide customers, employees and partners with an omni-channel experience across wireline and wireless products and channels. Why did you embark on a major IT program of consolidating merged entities? What was the thinking behind such a large-scale transformation? Question: Verizon is an M&A success story. In an interview with Dean Ramsay, principal analyst, TM Forum, Himanshu Polavarapu, Director, VBG Enterprise Architecture, Lakshmi Karlapudi, Sr Manager, VBG Enterprise Architecture, Ajith Lenin, VBG Enterprise architect, and Prasad Kalyanasundaram, Senior Principal Technology Architect, Infosys share lessons on how the robust architecture and architectural governance established by North Star enhanced enterprise capabilities, is empowering Verizon to deliver superior experiences for stakeholders - customers, employees and business partners. Verizon undertook a digital transformation of its wireless and wireline network systems portfolio in three years. The merged entity was restructured, and function-specific systems as well as domain-specific technologies were realigned to support North Star architectural layers. The North Star EA program modernized systems, boosted enterprise efficiencies, and ensured scalability. The merged Verizon Business Group (VBG) undertook North Star, a flagship program, to consolidate the Enterprise Architecture (EA) and transform Verizon into a customer-centric organization. The objective of the reorganization: better serve corporate customers and capitalize on growth opportunities. With exponential growth came operational challenges due to a complex landscape spanning 10 lines of business as a result of reorganizing its wireline and wireless segments into a seamless enterprise. In the last decade, Verizon has grown to become one of the largest telecommunications companies in the world.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |