SELF SERVICE PORTALS

SRDJAN BAKOVIC

© Grupo VASS · 09/04/2014

AGENDA

• VASSIT COMPANY OVERVIEW

• SELF SERVICE PORTALS CASE STUDIES

• Q&A

© Grupo VASS · 09/04/2014

VASSIT COMPANY OVERVIEW

© Grupo VASS · 09/04/2014 4

COMPANY OVERVIEW1 | VASS GROUP

VASS is an IT consulting firm founded in 1999 with the mission to offer our clients cutting-edge specialized services

combined with a high level of innovation. We offer this model with large performance capacity. This positions us as a

company capable of performing highly complex projects for large organizations. Agility, commitment and talent are

the values that characterize us as a company and justify our motto “The value of making things simple.” We are a

100% private company with a clear international expansion having presence in various countries across Europe

and America. We are a company committed to helping others, dedicating 2% of our benefits to charitable causes.

© Grupo VASS · 09/04/2014 5

COMPANY OVERVIEW1 | VASS GROUP

Founded in 2006 and specializing in basic IT Systems Management.

In 1998 our Technology Division established VASS Dedicated Digital Marketing.

Consolidation of VASS Software Development & Alignment of Industry Specific Products

Offering Value Shore ® Services in the UK and USA.

In 2010 VASS established operational presence in Central and Latin America.

© Grupo VASS · 09/04/2014 6

COMPANY OVERVIEW1 | VASS GROUP

MADRIDAvda. Doctor Severo Ochoa 25 28100 Alcobendas. Madrid

BARCELONAAv. Diagonal 210 4º planta08018 Barcelona

UNITED KINGDOMPortland HouseStag PlaceSW1E 5RS LondonUK

EE.UU.101 Federal St.Suite 1900Boston, MA 02110US

BRASILAv. Engenheiro Luís Carlos Berrini, 550 Brooklin - São Paulo – SP Brasil

COLOMBIACarrera 15 Nro. 98-42. Oficina 306,Edificio Office PointBogotá D.CColombia

PERÚAvenida José Larco 687, Of.208-Miraflores Lima

MÉXICOAv. Homero 425 Int. 203, Col. Polanco 11560Delegación Miguel Hidalgo México D.F

CHILEAv. Apoquindo 3001, piso 9 Las Condes, SantiagoChile

© Grupo VASS · 09/04/2014 7

COMPANY OVERVIEW1 | SOLUTIONS AND SERVICES

DIGITAL BUSINESS

DOCUMENT MANAGEMENT

PORTALS AND CONTENT

MANAGERS (ECM)

DIGITAL STRATEGY

ECOMMERCE SOLUTIONS

MICROSOFT SOLUTIONS

CUTOMIZED SOLUTIONS (.NET and JEE)

EXPERIENCE DESIGN

MULTIDEVICE SOLUTIONS

SPECIALIZED SOLUTIONS

ERP&SAP

CRM

SOA&BPM

DAM

CAPITAL MARKETS

BUSINESS INTELLIGENCE

IT SERVICE & SUPPORT

INFRASTRUCTURE SUPPORT AND COMMUNICATIONS

VIRTUALIZED INFRASTRUCTURE

MANAGED SERVICES

PERFORMANCE MANAGEMNET

SECURITY

QUALITY AND TESTING

CLOUD COMPUTING

CLARIVE

MOBILE DEVICE MANAGEMENT (MDM)

APP VIRTUALIZATION

BUSINESS SOLUTIONS

BANKING AND INSURANCE

INDUSTRY

TELCO

PUBLIC SECTOR

© Grupo VASS · 09/04/2014

SELF SERVICE PORTALS

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2 | SUCCESS FACTORS

Engage

User surveysDrive knowledge sharing

Encourage Self Service

Standards

Global strategyIntegration standards

Branding

Simplify

Simple and clean designEasy to use

Search EnabledPersonalized

Measure

AnalyticsMetrics

SELF SERVICE PORTALS

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2 | HOW WEBCENTER CAN HELPSELF SERVICE PORTALS

Enable &

EngageComply

2 3

Drive Culture

1

Multi-deviceResponsive design

Analytics & Metrics

Surveys

User Friendly

SSO

Landing pages

Personalization

Search

Iden

tity Fe

dera

tion

Profiles

Social Networks

Templates Driven

Branded Content

Multilingual

Business Intelligence

Multi-Device

Multi-revision

Secure

Template driven

Your Self Service Company/Department Strategy

Integration

© Grupo VASS · 09/04/2014 11

2 | BEST PRACTISESELF SERVICE PORTALS

START BY

DEFINING A CLEAR INTEGRATION AND SSO STRATEGY

DEFINE LOCALIZATION AND BRANDING REQUIREMENTS WILL DEFINE DEPLOYMENT STRATEGY

IS OVD REQUIRED? IS SOA IN THE ARCHITECTURE?

DO NOT

DESIGN A SECURITY MODEL THAT ENABLES THE FUTURE

RECOMENDATIONS

SSO AND INTEGRATION (SOA) ARE TIPICALLY AVOIDED. IF THERE IS A REQUIREMENT INVEST FROM THE BEGINING

HAVING A CLEAR VIEW ON WHAT SERVICES/AREAS TO DEPLOY TO WHAT USERS IS KEY TO SELF SERVICE

REUSABILITY IS KEY

75% of COMPONENTS CAN BE REUSED - TAKE ADVANTAGE FROM THIS AND PUT FOCUS ON IT

UNDERSTIMATE LOAD AND PERFORMANCE – MAKE SURE THE PLATFORM CAN COVER ALL USER ON PEAK PERIODS

CREATE LOCALIZED IMPLEMENTATIONS – MOST OF THEM CAN BE REUSED (RUN SURVEYS)

FORGET USER EXPERIENCE – FOCUS THE IMPLEMENTATION ON USER JOURNEYS CASES AND NOT FUNCTIONALITY

SECURITY GROUPS ALIGNED WITH AD/OID

SECURITY IS AT MANY LEVELS, MANY TIMES DELEGATED TO THE APPLICATION – AVOID THIS AS MUCH AS POSSIBLE

© Grupo VASS · 09/04/2014

CASE STUDIES

© Grupo VASS · 09/04/2014

CASE STUDIES3 | ETB

Customer: ETB, Empresa de Telecomunicaciones de Bogotá S.A. (Bogotá Telecommunications Company), is the second largest telecommunications company in Colombia.Employees: 4,300 Annual Revenue: US$ 841.9M (2011)

Sector: Telecommunications

Objective: ETB is currently undergoing a strategic program to adopt new generation mobile and fibre-optic services.

This project will allow ETB to improve their Web / Mobile offering thus improving the quality of service through the portals, maximizing the offered services and customer care mechanisms. At the same time the customers will be offered the possibility to manage their own accounts and data, contract new services and reduce the time they expend speaking with the call center.

© Grupo VASS · 09/04/2014

REFERENCES3 | ETB

Solution

VASS has been commissioned to design and implement the portal solution to support this new direction providing: ecommerce platform, self-service portal and mobile applications. Both WebCenter Sites and Portal will be used to implement the solution which will also be integrated with Oracle Siebel and ATG: ATG will be used to allow customers to purchase ETB’s services and mobiles and as the platform ETB’s employees will use on their shops as Siebel front.The self-service application is being set up on WebCenter Portal.WebCenter Sites will manage and serve all the promotional and informative content of the portal.

Project: E-Commerce and Portal Transformation programme

© Grupo VASS · 09/04/2014

REFERENCES3 | ETB

Technology

© Grupo VASS · 09/04/2014

REFERENCES3 | LARGE GLOBAL TELCO

Customer: International Customer

One of the largest telecommunications companies in the world in terms of market capitalisation and number of customers. With its best in class mobile, fixed and broadband networks, and innovative portfolio of digital solutions• Present in 24 countries• An average of 120,000 professionals.• Consolidated revenues of 24,957 million euros in

January-June 2014 • More than 315.7 million customers at June 2014.

Objectives

To become a reference leading Digital Telco• Product Development and Innovation• Partnership & Venture capital• New Digital Services (M2M, eHealth, Financial

services, cloud computing)• New Business Areas ( Big Data, HTML5- Open Web

devices)

© Grupo VASS · 09/04/2014

REFERENCES3 | LARGE GLOBAL TELCO

Solution

VASS is managing the new corporate BSS(Business Support System) transformational project for Global Telco, providing specialized Oracle skills and project capacity in multiple countries. This project is based on the use of Oracle WebCenter Portal technology and Portal architecture for building commercial multichannel systems.VASS has helped Global Telco to take full advantage of all the technical features of the Oracle WebCenter platform. The Oracle Portal technology allows the rapid construction of multi-channel systems integrated with back-end business systems, also leveraging the Oracle Fusion Middleware and and portal architecture for building commercial multichannel systems.

Benefits1. Acceleration platform to be deployed on all

countries2. Optimized self service user experience3. Cost reduction in implementation and support

Project: Global Portal BSS transformation with multi-channel front end

© Grupo VASS · 09/04/2014

REFERENCES3 | LARGE GLOBAL TELCO

NewsletterForumsWikisBlogsRSS

Private Sites

Social Networks

Public Site

ESB / BPEL

BACKEND BACKEND BACKEND BACKENDeC

are

Self S

erv

ice

Sit

es

& M

icro

site

s

Cache

Analytics

SSOW

eb

Con

ten

t

Dig

ital Pla

tform

eCommerce (Private and

Public)

Sto

re

Cata

log

ue

Mark

eti

ng

Portal Engine CMS

eCommerce Engine

Portal Engine

Order Management

Dig

ital C

are

3rd PartiesClick to CallClick to ChatGateways

Technology

© Grupo VASS · 09/04/2014

Q&A

SRDJAN.BAKOVIC@VASSIT.CO.UK