Bottom line benefit from thorough assessment and understanding the market

Client: Genworth Financial
Project: Telco Audit & Cost Reduction

Establishing the need

Genworth Financial approached Excite IT in 2008 to manage a detailed telecommunication audit and review. Genworth had been working with various telecommunication providers on stand alone or parallel contracts over the years. As a result of the many changes in providers, there was no clear picture as to what circuits were still available, which ones were being actively used and what Genworth was paying for. They turned to Excite to review their entire network (voice), report on the current status and recommend the best solution. This included site assessments as well as documentation and personnel reviews. In delivering the project for their voice network, Excite also investigated the data and internet networks. In addition, Excite provided project management, vendor management and proposal services including after-hours testing. Genworth only needed to provide minimal contribution including the project briefing, information, site access and proposal review and approval.

Ensuring success

Having managed substantial telecommunication reviews previously, the Excite team understood the time consuming nature of the work. To achieve the most efficient outcome for Genworth, while ensuring the best technical and financial outcome, the team followed a three-step process. First, they gathered information on the current situation, including testing which phone numbers were active, assessing the physical site to see which circuits were still attached and reviewing usage reports. This was converted into a detailed snapshot of active usage and capacity requirements. Second, Excite determined the best approach including alternate solutions and, on Genworth’s behalf, went to market to investigate the various options including renegotiations with existing providers. A proposed action plan was given to Genworth for approval. Finally, Excite managed the overhaul. The lengthy timelines for terminating/reinstating circuits meant the team had to be certain that each step was absolutely necessary to prevent potential delays of up to several weeks. To protect against this, a method of safety and assurance was followed. This included taking precautionary steps to confirm each action before sending requests to the third party providers. Delivering this project to the highest standard required multiple rounds of testing, particularly of new network elements, to ensure smooth integration with day-to-day business operations.

The process delivered significant gains for Genworth. Excite uncovered a range of discrepancies in billing — such as duplicate billing between previous and current providers (that can occur without detailed testing of phone numbers to circuits). Excite secured more than $260,000 in annual cost savings within the first six months of running the process. Genworth now has the benefit of a clear, well documented and appropriately matched telecommunication solution that was achieved with no disruption to the business through any changeovers.