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Supporting Rogers Communications' Business Transformation Initiative

Communications | Network Infrastructure Staffing

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A leading communications provider looks to TEKsystems to provide critical resources for a business transformation initiative.

Rogers Communications Inc. is a leading provider of wireless, digital cable TV, high-speed Internet and home phone services to consumers and businesses. TEKsystems has been an approved vendor with Rogers since 1996.

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In May 2008 the Canadian Radio and Telecommunications Commission (CRTC), in an effort to increase market competition in the wireless market, held an auction of spectrum licenses for advanced wireless services. While Rogers held a dominant incumbent position, this decision put the company in direct competition with various low-cost providers. To stay competitive and retain current customers, Rogers committed to enhancing its customer experience. This goal presented no easy task, however; each service line—wireless, cable, Internet and home phone—possessed “siloed” systems that housed customer information separately. The company knew they needed to integrate their systems and provide a single view of each customer to optimize service and the end-to-end customer experience.

Rogers’ executive committee, including the CEO, CIO and senior VPs, initiated a $500 million program to address the business transformation (BT) initiative. This program would design, rebuild and consolidate Rogers’ entire infrastructure, replacing core billing, sales, service and ordering systems with a single enterprise platform (Amdocs). Ultimately, the BT initiative would help Rogers achieve systems stability and sustainability; cut costs; and improve service for their customers, employees and business partners.

While Rogers planned to use an outside vendor for the majority of the technical implementation, the company wanted to keep program and project management responsibilities in-house to ensure these functions could operate with a contextual understanding of Rogers’ business needs. Based on our proven track record and solid understanding of their business goals, Rogers looked to TEKsystems to supply eight critical roles, each with a communications background and experience working in programs of more than $100 million in size: four program managers, two project managers, one project coordinator and one project control officer.

Through a phased hiring approach, TEKsystems successfully provided all eight roles within a three-month time frame. In a competitive market for top IT talent, our ability to deliver each resource depended on our internal referral network and the Employee Value Proposition (EVP). Two years prior, we had supported a key competitor of Rogers in addressing a similar IT undertaking. We were therefore able to source our candidates from a pool of proven and experienced resources. Additionally, we were given the opportunity to review the entire BT program plan. With this information, we were able to craft an enticing EVP, share Rogers’ ambitious goals with the talent and get prospective candidates excited about working on the BT initiative. This insight to Rogers’ business needs also enabled our recruiters to thoroughly qualify each candidate relative to the depth and breadth of experience required.

In addition to supporting the BT initiative by providing resources in the program and project management space, TEKsystems has also been able to assist Rogers with many other phases of BT as well. Specifically, TEKsystems provided expertise in business systems analysis, Quality Assurance (QA), backup and recovery, middleware architecture, ETL and environment builds.

The BT project is scheduled to span four years. Thus far, the 18 resources we provided to Rogers have helped the company build two major integrated environments consisting of more than 100 legacy applications and seven new core BT applications. Once the BT project is complete, Rogers will have a single enterprise platform supporting all of their business units. The company will also be positioned to capture an end-to­-end view of their customers, enabling them to enhance customer service and make better business decisions.