Budget Cuts During a Mobility Boom: Best Practices for Stretching Your Wireless Budget and Managing the Wireless Device Lifecycle Keith Martin Director.

Budget Cuts During a Mobility Boom:Best Practices for Stretching Your Wireless Budget and Managing the Wireless Device Lifecycle

Keith MartinDirectorFederal Civilian Programs

Joshua GarrettIT DirectorSprint Special Fulfillment

August 24, 2011

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Mobility Isn’t What it Used to Be!

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“Why would I want to do anything besides talk on a cell phone?” “..now it’s (voice) less than half of

the traffic on mobile networks.” Dan Hesse, CEO Sprint (May 2010)

Mobility Trends

• Device Proliferation- Multiple O/S ?- Phones, PDAs, Hotspots, Telemetry!

• Skyrocketing Data Usage- Controlling cost as data doubles yearly?- Carrier investment in capacity/technology?

• Debating Centralization vs. BYOD- BYOD: Bring Your Own Device?- Centralized administration and support?

• More Power = More Danger- Security and policy enforcement?

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Along with the benefits comes a host of issues for managing an expanding mobility program

Agenda

• About Sprint Special Fulfillment

• Wireless Budget Best Practices- Policy- Asset Management- Plan Optimization- International- Cost Allocation- Employee Contribution

• Managing Device Life Cycle

• Questions?

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About Sprint Special Fulfillment

• Formed 10 Years Ago

• Complete Lifecycle Management- Procurement- Kitting / Deployment- End User Support- Billing- Reporting

• Handle Largest Sprint Customers- Manage 750,000+ Lines

• Manage Multiple Carriers- Free Service for Sprint Customers

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Wireless Policy Creation AND Enforcement

• Defining Wireless Policy- Personal Use?- Downloads?- Roaming / International?- Wireless is a Privilege

• Communication of Wireless Policy- Agreement by Users- Updated

• Enforcement of Wireless Policy- Determination of Abusers- Communication / Reminders- Management Escalation

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Asset Management

• Understanding Current Wireless Inventory- Carrier Bills- Existing Inventory- Survey of Users- Suspending Unknown Devices (Data Cards)

• Combine Inventory w/ HR Database- Phones assigned to former employees?- Phones assigned externally?

• Updated / Reconciled Monthly- Identify Devices Added Outside Program- Kick-out Process

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Plan Optimization (Reactive)

• Pool Management- Pool under or over

• Generally 10% over usage

- Historical Trends

• Optimization Reports- Voice Usage- Zero Usage (How Many Months?)- Data Usage- Text Messaging Plans

• Managing Early Termination Fees (ETF)

• 411 Charges- Free Alternatives

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Plan Optimization (Pro-active)

• Pulling Live Carrier Data- Voice Minutes- Data Usage

• Identify Policy Violations Before Bill is Generated

• Proactive Changes- Pool Management- Text Message Plans- Data Usage

• Avoid the “Netflix Moment”

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International Traveler Costs

• Most Expensive Costs for Individual Users- Data Most Expensive- SSF Record is $110,000 for One User

• Education of Users- Wifi vs. Network Data

• Loaner Phone Programs- International-Specific Phones- Local Phone Numbers

• Integration w/ Travel Booking System- Proactively Add International Roaming

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Cost Allocation / Re-Billing

• Pre-Bill Reconciliation- Ensuring Charges = Contract- Find Unknown Lines

• Standard Re-Bill- Large Bills Broken Down- Pass-Through of Carrier Charges

• Cost Allocation Billing- Cost Per Minute vs. Billed Costs- Departments Pay for Actual Usages- Re-Billing Feed in Preferred Format

• Reporting Available- Individual Invoice- Department Reporting- Program Reporting

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Employee Contribution to Expense

• Split Billing Solutions- Certain Charges billed Personally (Downloads)- Charge Threshold

• Blended Usage Model- Per Diem Paid by Employee for Personal Use- Personal Use Allowed- Cheaper than Personal Phone- Allowed to Own Phone Number

• Devices Expectations are Higher

• Run Through Payroll or Credit Card

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Managing Device Lifecycle

• Customer Ordering- Custom Portal w/ Customer Terminology- Coverage Algorithm- Data Usage Calculator- Role-Based

• Customer-Defined Fulfillment- Activation, Asset Tags, Quick Start Guides- Receipt Verification

• Help Desk Teams- Customer-Specific w/ Program & Policy Famliarity

• Reporting

• Device Recycling- Wipe, Recycle and Money Back

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Questions?

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