coe technology award 1 application for the centers of excellence “technology” award sla business...

COE Technology Award 1

ApplicationApplicationfor the Centers of Excellencefor the Centers of Excellence“Technology” Award“Technology” Award SLA Business & Finance DivisionSLA Business & Finance Division

VVerizon erizon IInformation nformation RResearch esearch

NNetworketworkVerizon Communications Verizon Communications

2/28/20082/28/2008

2COE Technology Award

VVerizon erizon IInformation nformation RResearch esearch

NNetworketworkVerizon CommunicationsVerizon Communications

Management Technology Service


LeadershipLeadership How managers in the applicant special How managers in the applicant special

libraries, information centers or knowledge libraries, information centers or knowledge centers guide the organization and how the centers guide the organization and how the applicant addresses its responsibilities to applicant addresses its responsibilities to its identified user group.its identified user group.

Leadership in the applicant special Leadership in the applicant special library, information center or library, information center or knowledge centerknowledge center

8080

Leadership within the parent Leadership within the parent organizationorganization

4040


LeadershipLeadership VIRN (Verizon Information Research Network) is a virtual VIRN (Verizon Information Research Network) is a virtual

research shop with staff located in MA, VA, NJ and TXresearch shop with staff located in MA, VA, NJ and TXThe 6-member team provides on-demand research, supports The 6-member team provides on-demand research, supports enterprise contract management, enterprise contract management, and maintains a company-wide research portal.and maintains a company-wide research portal.The VIRN website delivers online access to market The VIRN website delivers online access to market research reports from 8 major vendors and other research reports from 8 major vendors and other market research suppliers.market research suppliers.

The VIRN team is part of Verizon’s Market The VIRN team is part of Verizon’s Market Research, Modeling & Analysis group in Research, Modeling & Analysis group in Telecom MarketingTelecom Marketing

VIRN is a member of the Market ResearchVIRN is a member of the Market ResearchForum (MRF) a centralized Verizon buying groupForum (MRF) a centralized Verizon buying group

The MRF’s 10-12 member board consolidates The MRF’s 10-12 member board consolidates Verizon-wide market research needs to facilitate Verizon-wide market research needs to facilitate enterprise purchase agreements.enterprise purchase agreements.Since its formation in 2004, the MRF hasSince its formation in 2004, the MRF hassuccessfully partnered on funding enterprise-widesuccessfully partnered on funding enterprise-wideagreements to expand Verizon’s content accessagreements to expand Verizon’s content accesswhile driving down contract costs.while driving down contract costs.


LeadershipLeadership

VIRN Client BaseVIRN Client Base(% incoming requests)(% incoming requests)

Market Research Forum Market Research Forum MembersMembers

Telecom Marketing – 32%Telecom Marketing – 32% Telecom Marketing – VIRNTelecom Marketing – VIRN

Verizon Business – 18%Verizon Business – 18% Telecom Marketing – Competitive Telecom Marketing – Competitive IntelligenceIntelligence

Information Technology – 7%Information Technology – 7% Verizon BusinessVerizon Business

Strategy, Development & Strategy, Development & Planning – 2%Planning – 2%

Information TechnologyInformation Technology

Verizon Partner Solutions – 2%Verizon Partner Solutions – 2% Strategy, Development & PlanningStrategy, Development & Planning

Corporate Marketing – 6%Corporate Marketing – 6% Verizon Partner SolutionsVerizon Partner Solutions

Public Affairs – 12%Public Affairs – 12% Verizon WirelessVerizon Wireless

Regional Operations – 7%Regional Operations – 7%

Other – 14%Other – 14%

VIRN supports all departments across Verizon’s business lines


Strategic PlanningStrategic Planning How the applicant sets strategic directions How the applicant sets strategic directions

and how it determines key action plans.and how it determines key action plans.

Strategy DevelopmentStrategy Development 4040

Strategy DeploymentStrategy Deployment 4040


Strategic PlanningStrategic Planning Since 2002 VIRN made multiple attempts to Since 2002 VIRN made multiple attempts to

upgrade an online catalog of over 10,000 market upgrade an online catalog of over 10,000 market research reports research reports

The urgency in automating processes for the The urgency in automating processes for the online catalog was criticalonline catalog was critical

Purchased content had increased by 175% since 2003Purchased content had increased by 175% since 2003All records required manual uploading All records required manual uploading Lagging upload time (4-8 weeks) Lagging upload time (4-8 weeks) elevated number of requests for elevated number of requests for newly-released contentnewly-released contentLack of usage tracking by Lack of usage tracking by vendor or client hampered VIRN’s vendor or client hampered VIRN’s ability to make fact-based ability to make fact-based enterprise acquisitionsenterprise acquisitionsLimited internal server space Limited internal server space for storing content requiredfor storing content requiredadditional server maintenanceadditional server maintenance

0

500

1000

1500

2000

2500

3000

3500

2003 2004 2005 2006

Incoming Market Research Content 2003-

2006


Strategic PlanningStrategic Planning During the May 2006 Market Research Forum meeting, VIRN During the May 2006 Market Research Forum meeting, VIRN

presented the plan for implementing a centralized market presented the plan for implementing a centralized market research portal utilizing NorthernLight’s integrated search research portal utilizing NorthernLight’s integrated search engine – SinglePoint.engine – SinglePoint.

SinglePoint’s implementation offered many benefits to SinglePoint’s implementation offered many benefits to VerizonVerizon

Time-savings for employee research Time-savings for employee research Improved access to newly-released market research contentImproved access to newly-released market research contentReduced maintenance across multiple departmental market research Reduced maintenance across multiple departmental market research websiteswebsitesEliminated manual data uploads by 90% through automated content Eliminated manual data uploads by 90% through automated content delivery delivery Opened visibility into content usage by vendor and clientsOpened visibility into content usage by vendor and clients

The VIRN Team requested funding from MRF for SinglePoint’s The VIRN Team requested funding from MRF for SinglePoint’s development and maintenance feesdevelopment and maintenance fees

The Forum members agreed:The Forum members agreed:Authorized VIRN to further investigate SinglePoint and other comparable Authorized VIRN to further investigate SinglePoint and other comparable productsproductsUpon final selection VIRN would assume ownership of the centralized portalUpon final selection VIRN would assume ownership of the centralized portalMRF members would work with their management on securing fundingMRF members would work with their management on securing funding


Strategic PlanningStrategic Planning

June 2006June 2006

July-Aug. 2006July-Aug. 2006

Oct.-Nov. 2006 Oct.-Nov. 2006

Nov. 2006Nov. 2006

Dec. 2006Dec. 2006

March 2007March 2007

VIRN team visited the 2006 SLA Expo Hall VIRN team visited the 2006 SLA Expo Hall investigating potential suppliersinvestigating potential suppliers

Site visits to major SinglePoint clients were Site visits to major SinglePoint clients were conducted by VIRN’s staff and MRF conducted by VIRN’s staff and MRF membersmembers

SinglePoint web demos scheduled for SinglePoint web demos scheduled for departmental leadersdepartmental leaders

SinglePoint was selected based on SinglePoint was selected based on gathered research gathered research

SinglePoint funding secured & contract SinglePoint funding secured & contract signedsigned

SinglePoint Launched!!!SinglePoint Launched!!!


Customer/User FocusCustomer/User Focus How the applicant special library, How the applicant special library,

information center or knowledge center information center or knowledge center determines requirements and expectations determines requirements and expectations of customers and markets.of customers and markets.

Customer/User KnowledgeCustomer/User Knowledge 4040

Customer Relationship and SatisfactionCustomer Relationship and Satisfaction 4545


Customer/User FocusCustomer/User Focus

Investigated three federated/integrated Investigated three federated/integrated search tools prior to the May 2006 MRF search tools prior to the May 2006 MRF meeting meeting

Interviewed existing SinglePoint Interviewed existing SinglePoint customers for best practices and lessons customers for best practices and lessons learnedlearned

Conducted SinglePoint demos from HP and Conducted SinglePoint demos from HP and Nokia for MRF Forum members, key Nokia for MRF Forum members, key employees, and management employees, and management

Evaluated existing VIRN awareness and Evaluated existing VIRN awareness and satisfaction surveys for applicable client satisfaction surveys for applicable client commentscomments

Initiated pre-launch web-conferences for Initiated pre-launch web-conferences for VIRN clients to gather user feedback VIRN clients to gather user feedback

Integrated client feedback into system Integrated client feedback into system development planning documentationdevelopment planning documentation

SinglePoint

Clients


Information & AnalysisInformation & Analysis Examines the management, effective use and Examines the management, effective use and

analysis of data and information to support key analysis of data and information to support key organization processes, and the success of the organization processes, and the success of the performance management system used in the performance management system used in the applicant special library, information center or applicant special library, information center or knowledge center.knowledge center.

Measurement and analysis of Measurement and analysis of performance within the special library, performance within the special library, information center or knowledge centerinformation center or knowledge center

5050

Information managementInformation management 4040


Information & AnalysisInformation & Analysis SinglePoint’s unique integrated search SinglePoint’s unique integrated search

engine maximizes Verizon access to engine maximizes Verizon access to content while minimizing internal supportcontent while minimizing internal support

Content resides on the research vendors’ websites Content resides on the research vendors’ websites thereby eliminating 90% of manual content uploadsthereby eliminating 90% of manual content uploads

New content is indexed daily allowing immediate client New content is indexed daily allowing immediate client accessaccess

Taxonomy and metadata is Taxonomy and metadata is administered by SinglePointadministered by SinglePoint

Usage reports by client and Usage reports by client and vendor are generated weekly, vendor are generated weekly, monthly, and annuallymonthly, and annually

Single Sign-On (SSO) secures Single Sign-On (SSO) secures site from unauthorized userssite from unauthorized users

0

10,000

20,000

30,000

40,000

50,000

60,000

Y2006 Y2007 Y2008

Available Content

Expanded by 350%


SinglePoint Delivery ModelSinglePoint Delivery Model


Human Resource FocusHuman Resource Focus How the applicant enables its employees How the applicant enables its employees

to develop their full potential and how to develop their full potential and how the workforce is aligned with the the workforce is aligned with the objectives of the applicant and its parent objectives of the applicant and its parent organization.organization.

Work systemsWork systems 3535

Employee education, training and Employee education, training and developmentdevelopment

2525

Employee well–being and satisfactionEmployee well–being and satisfaction 2525


Human Resource FocusHuman Resource Focus Decreased VIRN’s overall system maintenance up Decreased VIRN’s overall system maintenance up

to 75% by switching to SinglePointto 75% by switching to SinglePoint Weekly staff discussions on SinglePoint’s features Weekly staff discussions on SinglePoint’s features

and functionality streamlined roll-out and and functionality streamlined roll-out and simplified product usabilitysimplified product usability

VIRN’s collective knowledge of market research VIRN’s collective knowledge of market research databases was integrated into SinglePoint to databases was integrated into SinglePoint to minimize training needs for end-users and staffminimize training needs for end-users and staff

Improved overall content access relieved VIRN’s Improved overall content access relieved VIRN’s incoming request load by 20%incoming request load by 20%

SinglePoint aligned with Verizon’s SinglePoint aligned with Verizon’s employee work challenge employee work challenge


Process ManagementProcess Management Examines aspects of how key management, Examines aspects of how key management,

delivery and support processes are designed, delivery and support processes are designed, managed and improved in the management and managed and improved in the management and delivery of information for the applicant special delivery of information for the applicant special library, information center or knowledge library, information center or knowledge center.center.

Service processesService processes 4545

Management/professional processesManagement/professional processes 2525

Support processesSupport processes 1515


Process ManagementProcess Management Leveraging SinglePoint’s system flexibility Leveraging SinglePoint’s system flexibility

enabled the following features for VIRN enabled the following features for VIRN clientsclients

‘‘ASK VIRN’ tab allows clients to easily email VIRN from ASK VIRN’ tab allows clients to easily email VIRN from within the portal for additional research assistancewithin the portal for additional research assistancePop-up window appears after a 10-minute search Pop-up window appears after a 10-minute search session suggesting searcher contact VIRNsession suggesting searcher contact VIRNFor locked report access, an email with the embedded For locked report access, an email with the embedded URL is sent to VIRN notifying staff to take action URL is sent to VIRN notifying staff to take action Alerting feature facilitates client email notification of Alerting feature facilitates client email notification of new content based on their saved searchnew content based on their saved searchSingle Sign-On automates loginSingle Sign-On automates loginAbility for clients to email reports from SinglePoint to Ability for clients to email reports from SinglePoint to colleaguescolleagues


Process ManagementProcess Management‘Ask VIRN’ tab used torequest locked report

10-minute pop-up window


Service ResultsService Results Examines the performance and improvement of Examines the performance and improvement of

the applicant in its key service areas: customer the applicant in its key service areas: customer satisfaction, financial management, human satisfaction, financial management, human resources, supplier and partner performance, resources, supplier and partner performance, and operational performance. The category also and operational performance. The category also examines how the applicant performs relative to examines how the applicant performs relative to other service organizations which might (or other service organizations which might (or could) provide the same services.could) provide the same services.

Customer–focused results Customer–focused results 250250

Human resource results Human resource results 8080

Effectiveness results Effectiveness results 120120


Service ResultsService Results

Distributed a customer satisfaction Distributed a customer satisfaction survey to Verizon‘s SinglePoint survey to Verizon‘s SinglePoint usersusers

96% of survey respondents said they 96% of survey respondents said they were Satisfied or Extremely Satisfied were Satisfied or Extremely Satisfied with SinglePointwith SinglePoint80% was SinglePoint’s Net Promoter 80% was SinglePoint’s Net Promoter Score within VerizonScore within Verizon

Conducted 5 web conference Conducted 5 web conference trainingtrainingsessions sessions

Hosted on-site group training at Hosted on-site group training at Verizon headquarters Verizon headquarters

Delivered regular SinglePoint Delivered regular SinglePoint email blasts email blasts

Product search tips Product search tips Content additionsContent additionsRegistration remindersRegistration reminders

Maintained high customer Maintained high customer satisfaction levels despite two satisfaction levels despite two headcount reductionsheadcount reductions

Sample Net Promoter Scores

USAA Credit Card 94%

Costco 81%

SinglePoint 80%FedEx 66%

Dell 62%

Southwest Airlines 60%

Target 59%

NPS is a loyalty rating. Customers are asked how likely they are to recommend a product or brand to a colleague or friend. Responses are based on 0 -10 with 10 being Extremely Likely and 0 being Not At all Likely. A promoter is a 10-9 and a detractor is 6-0. The NPS =% promoters - % detractors. Ratings of 8-7 are passives.Verizon began monitoring NPS scores in 2007.



350% increase in available 350% increase in available content by centralizing contractscontent by centralizing contracts

Content usage increased up to Content usage increased up to 40%40%

100% of clients surveyed found 100% of clients surveyed found SinglePoint to be SinglePoint to be Extremely Extremely ValuableValuable or or ValuableValuable in helping in helping them do their jobthem do their job

44% of respondents said 44% of respondents said searching SinglePoint saved them searching SinglePoint saved them between 1-2 hours vs. previous between 1-2 hours vs. previous search methodssearch methods

SinglePoint’s reports track usage SinglePoint’s reports track usage by user, department, and vendorby user, department, and vendor

RESPONSE

30 minutes or more but less than 1 hour

12.50%

1 hour or more but less than 2 hours

43.75%

2 hours or more but less than 5 hours

14.58%

5 hours or more but less than 8 hours

10.42%

8 hours or more 18.75%

On average, how muchtime do you think

SinglePoint saves you compared to your previous

method of searching for research reports and

information?


Service ResultsService Results Interviewed by Forrester Research for “How To Interviewed by Forrester Research for “How To

Select A Market Research Portal Approach,” Select A Market Research Portal Approach,” published Feb. 2008published Feb. 2008

Based on 2007 usage results, Verizon Business, IT, Based on 2007 usage results, Verizon Business, IT, and Verizon Primary Research are in negotiations and Verizon Primary Research are in negotiations with VIRN to upload their synthesis studies to with VIRN to upload their synthesis studies to SinglePointSinglePoint

Influenced vendors to include telebriefing (audio Influenced vendors to include telebriefing (audio and PPT) files in SinglePoint feedand PPT) files in SinglePoint feed

Hold bi-weekly conference calls with SinglePoint to Hold bi-weekly conference calls with SinglePoint to discuss product improvements and system supportdiscuss product improvements and system support

Secured all data transfers to and from the portal by using SSL encryption to comply with Verizon’s security policies



SinglePoint usage reports provide SinglePoint usage reports provide VIRN staff with vital statistics VIRN staff with vital statistics needed for operational reviews needed for operational reviews and vendor negotiations.and vendor negotiations.

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3000

Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07 Jan-08 Feb-08E

New Users User Sessions Documents Viewed

0100200300400500600700800900

2008 YTD Documents Viewed by Vendor


AppendixAppendix

Site Visit QuestionnaireSite Visit Questionnaire SinglePoint Screen ShotsSinglePoint Screen Shots

SinglePoint Link from VIRN WebsiteSinglePoint Link from VIRN Website

Search PageSearch Page

Search ResultsSearch Results


Site Visit QuestionnaireSite Visit QuestionnaireOverall how would you rate your satisfaction with SinglePoint - 1-5 scale with 5 being Extremely satisfied and 1 very unsatisfied

Overall how would you rate your satisfaction with SinglePoint's account team - 1-5 scale with 5 being Extremely Satisfied and 1 Very Unsatisfied

Overall how would be rate your user's satisfaction with SinglePoint - 1-5 scale with 5 being Extremely Satisfied and 1 Very Unsatisfied

How long has the service been available?

How many employees access the service?

What would you have done-differently or lessons learned?

Did you explore any other products?

How did you previously access market research reports?

How many external services/sources do you have configured for SP?

Does SP search internally created content like white papers, PPTs, newsletters, etc.

Is your internal content stored on a dedicated server?

Do you host the market research reports internally or is it on the vendor's site

How do you handle changes in annual subscriptions? For instance, dropped or modified services.

Do you archive market research reports?

Have you noticed an increase in product usage? If yes - have the vendors increased pricing as a result?

Do you have staff that maintains the service? If yes, how many FTEs. What are their responsibilities?

Do you have staff that maintains the IDs and passwords for clients? If yes, how many hours does that involve?

Did you reduce headcount once Singlepoint was installed?

Did you re-align staff?

Do you use you corporate single-sign-on to access SinglePoint

How detailed are the usage reports? Can you see item-level usage and employee usage by product and online time?

Has there been any problems with downtime?

Was your IT dept involved in this roll-out, if yes, what was their roll?

If you store market research reports internally, have you automated content delivery from the vendors?

How long does it take SP to handle change-orders for service additions or deletions?

How long does it take SP to handle change-orders for user additions or deletions?


Link from VIRN WebsiteLink from VIRN Website


SinglePoint Search PageSinglePoint Search Page


Search ResultsSearch Results


VIRN TeamVIRN Team

Thank you for reviewing our application. Please let us know if we

can be of further assistance.

The Verizon Information Research Network:

Daniel Gonzales – Arlington, VAKimberly Morgan – Richmond, VAValerie Platz – Arlington, VAMarcia Schemper-Carlock – Dallas, TX Carol Sendecki – Newark, NJDonna Skrzyniarz – Boston, MA

coe technology award 1 application for the centers of excellence “technology” award sla business...

Documents

verizonwide market research

verizons market research

market research reports

market research suppliers

group virn

demand research

market research forum

virn team