SCHEDULE 3
TRANSITION
Schedule 3: Transition
VERSION CONTROL TABLE
Version
Description
Date of Issue
4 Dec
Version as at contract signature
05/12/11
31.07.12 Updated for V001 – Change to Key Milestones Dates and V002 – 02/08/12
Change to Milestone 2 Delivery Criteria/Date
v3.0
Updated for V004 – KM3 Remediation
05/03/14
1
Background
1.1
The contents of this Schedule 3 (
Transition) are as follows:
1.
Background
2.
Transition Plan
3.
Transition Governance
4.
Changes to the Transition Plan
5.
Activities during Transition
6.
Documentation Standards and Approvals
7.
General
8.
Warranty Period
9.
Milestones
10.
Final Migration Milestone
Annex 1: Part 1 – Milestones
Part 2 – Gantt Chart and resources for Transition
Annex 2: Draft Communications Plan
Annex 3: Transition Deliverables
Annex 4: List of BBC dependencies
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1.2
This Schedule describes in detail the Parties’ respective obligations relating to Transition and in
particular the following:
1.2.1 all Milestones and Milestone Dates;
1.2.2 a description of the resources required by the Contractor and the BBC;
1.2.3 the Transition Responsibilities that must be undertaken during the relevant
period; and
1.2.4 the processes and project methodologies to be used by the Parties during
Transition.
1.3
The Contractor shall effect Transition in accordance with the Transition Plan.
1.4
Notwithstanding and without prejudice to the extent of the rights granted to the BBC in this
Schedule 3 in relation to the Testing of the Services and/or Documentary Deliverables, the BBC
acknowledges the need to maintain momentum and progress towards the achievement of the
Transitions Milestones by their respective Milestone Dates. Accordingly, the BBC hereby
agrees to exercise its rights under this Schedule 3, in terms of the extent and degree of rigour
applied to each Test, in an agile and proportionate manner having due regard to the role and
relative importance which the relevant Service and/or Documentary Deliverables may have in
relation to the overall programme (or to the Milestone to which it relates).
2
Transition Plan
2.1
The Transition Plan documents all aspects of the Transition programme. The Transition Plan
shall consist of:
2.1.1 the Milestones;
2.1.2 the resources identified in Part 2 of Annex 1 to this Schedule;
2.1.3 the communications plans provided by the Contractor and approved by the
Parties; and
2.1.4 the Transition Deliverables.
3
Transition Governance
3.1
Day to day delivery of Transition shall be led by and the responsibility of the Contractor, who
shall govern the Transition Director Team Leader Meeting consisting of:
3.1.1 the Contractor's Transition Director (Chair);
3.1.2 each direct report of the Contractor’s Transition Director; and
3.1.3 the BBC's Transition Assurance Director.
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3.2
The Transition Director Team Leader Meeting shall occur each week (or such other frequency
as the Parties may agree) and be chaired by the Contractor. The Contractor acknowledges that
the BBC from time to time may require the BBC's service area experts to attend meetings of the
Transition Director Team Leader Meeting to contribute to discussions relating to Transition.
3.3
A Transition Programme Board shall be established and chaired by the Contractor no later than
fourteen (14) Working Days after the Effective Date, unless otherwise agreed by the Parties and
shall consist of:
3.3.1 the Contractor's Partnership Director ;
3.3.2 the Contractor's Transition Director (Chair);
3.3.3 the BBC's Head of Revenue Management; and
3.3.4 the BBC's Transition Assurance Director.
3.4
The Contractor's Transition Programme Managers shall attend the Transition Programme Board
to report on progress and provide such other information as the Transition Programme Board
shall require from time to time.
3.5
Other BBC staff or Employees may attend the Transition Programme Board, as appropriate.
3.6
The Contractor shall set the frequency of meetings of the Transition Programme Board (the
duration and location of which shall be agreed by the Parties).
3.7
Strategic Programme Boards for each of the business or functional areas delivered to, or
impacted, by Transition shall be established and chaired by the Contractor and shall consist of:
3.7.1 the Contractor’s sponsor for the relevant business or functional area (Chair);
3.7.2 the Contractor’s Programme Manager responsible for delivery to the relevant business
or functional area; and
3.7.3 the BBC’s Transition Assurance Manager.
3.8
Other BBC staff or Employees may attend the Transition Programme Board, as appropriate.
3.9
The Contractor shall prepare a document setting out the terms of reference for the Transition
Director Team Leader Meeting, the Strategic Programme Boards and the Transition Programme
Board for agreement in writing by the Parties.
4
Changes to the Transition Plan
4.1
The Contractor shall regularly review and update the Transition Plan and present revised
versions of the Transition Plan at each occurrence of the Transition Director Team Leader
Meeting (or at such other frequency as may be agreed by the Parties) for approval, such
approval to be recorded in writing by the Contractor.
4.2
The Contractor shall:
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4.2.1 immediately notify the BBC Transition Programme Manager of all proposed
changes to the Transition Plan likely to effect the successful delivery of a
Milestone; and
4.2.2 notify the BBC at the Transition Director Team Leader Meeting of all other
proposed changes on a weekly basis (unless otherwise agreed by the BBC).
4.3
Any proposed change to the Transition Plan shall be subject to the Change Control Procedure if
in the BBC's reasonable opinion such change is likely to:
4.3.1 amount to a change in any Transition Deliverable;
4.3.2 delay the delivery date of a Milestone, key activity or Transition Deliverable;
4.3.3 disrupt or have some other impact on the collection, administration or the
enforcement of the Licence Fee; or
4.3.4 disrupt or have some other impact on the delivery of services to the BBC by a
BBC contractor.
4.4
The BBC shall notify the Contractor in writing within five (5) Working Days of being notified of a
change under paragraph
4.1 whether such change is to be made under the Change Control
Procedure.
5
Activities during Transition
5.1
The objective of Transition is for the Contractor to deliver the Target Operating Model as
described in the Business Solution Document (BSD). The BSD shall be updated to include the
operating states and shall be Cleared in accordance with the provisions of paragraph 6 at each
iteration. Once all operating states have been described in the BSD it shall be baselined and
any further changes shall be subject to the Change Control Procedure. Throughout the
Implementation Phase the Contractor shall deliver the operating states as described within the
BSD until the TOM is Achieved.
5.2
The Contractor shall complete the Milestones and activities that form part of the Transition Plan
so as to produce the Transition Deliverables.
5.3
The scope of the Transition Plan encompasses people and cultural change, facilities,
technology, processes, knowledge transfer, intellectual property, risk and issue management,
data transfer and security, and shall include: staff and stakeholder communication, business
process re-engineering, work and staff relocation, system changes and replacement.
5.4
The processes and project methodology of PRINCE2 and MSP shall be deployed by the
Contractor during Transition.
5.5
The Contractor shall describe and produce to the BBC in a programme definition document
(“
PDD”) or similar, any programme or project-specific approaches in the implementation of
these processes and methodologies and all Transition Deliverables including those that would
need to be Approved or Cleared, as defined in Annex 3, by the BBC.
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5.6
The Contractor shall provide the following resources during Transition:
5.6.1 The Contractor’s Transition team shall include the roles set out below:
(a) Partnership Director;
(b) Transition Director;
(c) Transition Programme Manager(s); and
(d) Head of Design Authority.
5.7
The Contractor, in addition to the resources set out in paragraph 6, shall also provide those
resources identified in Annex 1 Part 2 of this Schedule.
5.8
The BBC shall provide the roles set out below during Transition.
5.8.1 For the management of BBC activities during Transition:
(a) Senior sponsor;
(b) Transition Assurance Director;
(c) Transition programme manager;
(d) Contract manager;
(e) Communications manager; and
(f) Service area experts,
to assist the Contractor during the course of Transition.
5.8.2 The BBC resources shall be responsible for:
(a) working with the Contractor to resolve process issues where end-to-end processes
are delivered jointly by the Contractor, the BBC and/or other BBC contractors;
(b) Reviewing, Approving or Clearing, as defined in Annex 3, Transition
Deliverables/Documentary Deliverables where such Review, Approval or Clearance
is required in accordance with Annex 3 to this Schedule;
(c) assessing whether the Milestone Success Criteria have been met;
(d) assessing whether the Success Criteria have been met in accordance with the
process set out in the Test Strategy; and
(e) witnessing User Acceptance Tests.
5.9
Without prejudice to paragraph 6 the Contractor shall provide any and all resources required to
ensure a Smooth Transfer and fulfilment of its activities in the Transition Plan.
5.10 The Contractor shall achieve each Milestone during Transition by the relevant Milestone Date.
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5.11 The Key Milestones and Key Milestone Dates applicable to Transition are listed in Part 1 of
Annex 1 to this Schedule.
5.12 The Contractor shall provide the BBC with access to the Contractor’s Employees, project sites
and documentation and provide such facilities and such other assistance as the BBC may
request.
5.13 The Contractor shall provide monthly progress reports to the BBC at the Transition Programme
Board that shall include:
5.13.1 Transition progress reports;
5.13.2 an updated Transition Plan and project plans;
5.13.3 stakeholder and communication plans with current status;
5.13.4 risk and issue registers for Transition;
5.13.5 schedule of current change management activities;
5.13.6 any service issues and remedies; and
5.13.7 any disputes between Parties for escalation and resolution.
5.14 The Contractor shall provide monthly summaries of progress for the nominated stakeholders of
both Parties. The Contractor shall respond to additional requests for progress and status from
the BBC within timescales agreed at the time of the request.
5.15 The Contractor shall produce a Test Strategy, for the BBC’s Clearance, setting out the Testing
approach for Transition, including:
5.15.1 the framework for Test planning, preparation and execution;
5.15.2 a description of the types of Tests and Test Phases;
5.15.3 a description of the strategy for performance Testing;
5.15.4 Defect management and classification;
5.15.5 the process for agreeing Success Criteria;
5.15.6 the Test resources, environments, data, locations and tools; and
5.15.7 Test reporting
to be employed during Transition.
5.16 Using the relevant elements of the Testing approach set out in the Test Strategy:
5.16.1 Prior to the Start Date, the Contractor shall successfully complete Testing in
relation to the changes to the ways in which the Services are being delivered
by the respective Key Milestone Date;
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5.16.2 Following the Start Date, the Contractor shall successfully complete Testing in
relation to all outputs of Transition as identified in the PDD, by the dates set
out in the Transition Plan including the Milestone Dates and, in circumstances
where it fails to do so, it shall ensure it has sufficient plans in place to deliver
the Services whilst all remedial steps are taken prior to and during re-Testing;
and
5.16.3 Where, a Service is introduced or amended pursuant to the Change Control
Procedure, the Contractor shall successfully complete Testing by such dates,
and using such Testing approach, as may be agreed by the Parties, in respect
of Continuous Improvement in, or Changes to, the Services.
5.17 Where a Service:
5.17.1 undergoes Testing of the same area twice or more and fails on each occasion
to successfully fulfil the Success Criteria, and/or
5.17.2 fails to successfully fulfil different Success Criteria on more than two
occasions,
such that in the BBC’s opinion the continued management, collection, administration or
enforcement of the Licence Fee is likely to be impeded, the BBC shall be entitled to:
(a) escalate the matter in accordance with the Escalation Procedure; and/or
(b) issue a Warning Notice;
5.17.3 only where the Contractor is at fault:
(a) terminate Services provided under this Agreement; or
(b) terminate this Agreement.
5.18 To the extent that Testing involves testing of the BBC System and/or applications to be used by
the Contractor in its provision of the Services, or the BBC's approval or consent is provided in
relation to a Transition Deliverable, including those described in the PDD, such approval and
any participation by the BBC in such testing shall not be considered a validation by the BBC of
the Contractor's choice of technology or solution
.
6
Documentation Standards and Approvals
6.1
The Contractor shall ensure that it obtains the BBC's approval in respect of the draft
communication plans.
6.2
In respect of Transition, the Contractor shall provide the documents listed in Annex 3 to this
Schedule for the BBC’s Review, Approval, Clearance or Information as further defined in Annex
3 to this Schedule.
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6.3
Throughout the Term the Contractor shall produce Documentary Deliverables for the BBC’s
Review. Approval, Clearance or Information. The Contractor shall not submit the Documentary
Deliverable to the BBC without first verifying that it:
6.3.1 is in accordance with the format and scope agreed with the BBC;
6.3.2 is clearly written, in language that those parties who will need to refer to the
document should be able to understand;
6.3.3 does not refer to any document not provided to, or in the possession of, the
BBC unless the Parties have previously agreed that such document is not
required to be provided;
6.3.4 effectively draws upon the necessary expertise and Best Industry Practice
available to the Contractor;
6.3.5 is complete, with an appropriate level of detail and any relevant cross-
references; and
6.3.6 has no obvious errors of spelling, grammar, numbering or order, duplications
or omissions.
6.4
The Contractor shall provide the BBC with a minimum of five (5) Working Days notice in writing
setting out in full any item or material to be Approved or Cleared by the BBC.
6.5
The BBC shall provide to the Contractor either its written Approval or Clearance, or its
comments or observations within five (5) Working Days of having received the material
described in paragraph
6.4.
6.6
In the event that the BBC has provided its comments or observations rather than Approval or
Clearance, in accordance with paragraph 6.5, the Contractor shall consider those comments or
observations from the BBC and make such revisions to the material as shall seem appropriate
in response, returning the revised material to the BBC within five (5) Working Days of having
received the BBC's comments or observations described in paragrap
h 6.5.
7
General
7.1
In the event that the Contractor fails or is likely to fail to Achieve a Key Milestone by the relevant
Key Milestone Date:
7.1.1 without prejudice to such other rights as the BBC may have either under this
Agreement or otherwise, where the Contractor is at fault, the Contractor shall,
where required by the BBC to do so, pay the corresponding Liquidated
Damages to the BBC pursuant to Clause 11;
7.1.2 the Contractor shall within two (2) Working Days, or other such period as
agreed by the Parties, of failure or where there is a likelihood of such failure
deliver to the BBC a recovery plan identifying the reasons for the delay, how
the delay will be remedied and by when. The recovery plan shall include any
related delays to remaining Milestone Dates. The BBC shall be entitled to
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agree this recovery plan or otherwise. In the event that the BBC does not
agree the recovery plan, the matter shall be escalated in accordance with the
Escalation Procedure. The Contractor shall implement the recovery plan
agreed by the BBC;
7.1.3 failure to meet two or more Key Milestones during either a) Migration or b) the
Implementation Phase shall, where the Contractor is at fault, be considered a
material breach for the purposes of Clause 33.2 provided that, where there is
an agreed recovery plan for the relevant Key Milestones, the Contractor has
also failed to successfully implement such recovery plan; and
7.1.4 for the avoidance of doubt, any revised Milestone Date agreed by the BBC as
part of a recovery plan shall not automatically result in a corresponding
extension to any remaining Milestone Dates set out in the Transition Plan or
the Continuous Improvement Plan (as appropriate) that did not form part of the
recovery plan. If the Contractor believes any such extension is required, the
change to the Transition Plan or the Continuous Improvement Plan (as
appropriate) must be agreed in accordance with Schedule 7 (
Change
Control).
8
[Redacted under section 43 (“commercial interests”) of the Freedom of Information Act]
9
Milestones
9.1
The Achievement of a Milestone shall be evidenced by the granting of a Milestone Achievement
Certificate. The BBC shall issue a Milestone Achievement Certificate as soon as reasonably
practicable after all the Milestone Success Criteria for the relevant Milestone have been met
and verified by the BBC.
10
Final Migration Milestone – Success Criteria
10.1 For the purposes of the Final Migration Milestone, the Success Criteria shall consist of a
minimum of the criteria listed in the column headed "Operational Success Criteria" in Table 1.
When the Contractor has continuously met all of the said criteria for a period of thirty (30)
Working Days from the Start Date, the BBC shall issue a Milestone Achievement Certificate.
The Final Migration Milestone shall be a Key Milestone.
Table 1
Key Business Activity
Operational Success Criteria
Call centre operation
call forecasts are in place
all inbound and outbound calls are being recorded and
actioned
All telephone numbers set up/migrated and
operational on contractors network
all current telephone numbers are transferred and are
operational
Levels of service and response are equal to that prior
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Key Business Activity
Operational Success Criteria
to service cut-over
Outbound dialler operational, conducting campaigns
successfully and feeding back required MI
Self service Channels
all self serve channels are fully operational with
functionality and access provision equal to that prior to
service cut-over
IVR fully operating with functionality, configuration and
success rates at least equal to that prior to service cut-
over
all on-line sales are correctly processed, recorded and
fulfilled in accordance with service levels prior to
service cut over
Back Office including
all incoming mail items are correctly processed,
prosecutions
recorded and responded to in line with service levels
prior to service cut over
all incoming payments via cheque are correctly
processed, recorded and responded to in line with
service levels prior to service cut over
Campaign system operational and daily letter files
being delivered to fulfilment houses
Direct Debit process operating successfully with DD
requests reaching correct banks, payments and
failure information received properly and funds
deposited in the correct bank accounts
all prosecution cases are being processed via the
different court interfaces
Court administrators attending correct courts with the
agreed prosecution lists and necessary supporting
documentation
Field Services
field visits are being maintained at agreed forecasts
field visits are being correctly scheduled
all field visits are being transferred to and from
handheld devices without issues and managed
correctly
Revenue Management
All bank accounts set up and operational
all TV Licensing revenue is transferred to the correct
accounts on time
Funds transferred to DCMS in timely manner
Revenue reconciles back to licences issued
Licence issue
data is being provided to ensure the correct issue of
licences
Buildings and Facilities
all buildings are fully functional
All staff have a fully operational work station equipped
and functioning in accordance with the needs of their
role
Staff
all staff are being correctly paid with the right values
into the right accounts and on time
Union agreement in place- no Industrial action
proposed
No industrial tribunals dealing with TUPE issues
All staff briefed on Pension arrangements and
timetable in place for options to be executed
all off-shore staff recruited, trained and operating at full
levels of capability and quality
Compliance
all campaign changes have been signed off by the
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Key Business Activity
Operational Success Criteria
BBC
Agreement reached with DWP that O75 data can be
transferred to a new recipient
search warrant and prosecution policy has been
updated and signed off by BBC
list of individuals able to undertake search warrants
has been signed off by the BBC
governance proposed is embedded and fully effective
with all necessary meetings taking place
key operational governance MI is being produced to at
least current levels
Inter agency working
All automated interfaces operational
Interfaces with third parties operating and up dating
systems and bank accounts accurately (Paypoint,
Islands PO's)
PAF daily updates loading correctly and fully to
Legacy systems
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ANNEX 1 – Part 1: Milestones
Anticipated
Type of
Milestone
Milestone
Milestone Description
Success Criteria
Milestone
Payment (£)
Completion
Date
1.
Migration established
[Redacted
Migration mobilisation
Migration Office set up and functioning with all appropriate administrative, logistical
Key
under
and technology support fully operational
Team mobilised
section 43
Contractor has confirmed to the BBC all Migration team positions filled and key
Governance arrangements and
(“commercial
individuals in posts and mobilised
core plans in place
interests”) of
Programme initiation event held with all key individuals and stakeholders from BBC
and Contractor
the Freedom
Contractor has confirmed PMO fully established and operational
of
BBC have accessed all shared documentation
Information
Joint Risk Workshop (BBC and Contractor) held and updated risk register
Act]
produced
Detailed Migration plan agreed and baselined
PID (describing Migration) produced and agreed by BBC
Communications Plan and key messages produced by contractor and agreed with
BBC.
Implementation and on-going execution of communications plan underway and
communicated to all stakeholders
Transition governance established with first Transition Board held and minutes
produced
Initial meetings of all key working (project delivery) groups held including design
authority and all workstreams. Dates of all subsequent meetings agreed and
committed to diaries
Cultural change steering group established and first meeting held
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Anticipated
Type of
Milestone
Milestone
Milestone Description
Success Criteria
Milestone
Payment (£)
Completion
Date
2.
Project Mobilisation and early
[Redacted
[Redacted
This payment milestone will be fully met when all activities associated with the
Key and
Implementation planning /
under section
under
mobilisation of the programme have been successfully executed (due date
Payment
development activities commenced
43
section 43
24/02/2012) also:
(“commercial
(“commercial
The Insight and Analytics team recruited and fully mobilised
interests”) of
interests”) of
The Analytics Sandbox and Portrait Miner toolset implemented and successfully
the Freedom
the Freedom
demonstrated to the BBC
The Analytics community fully established
of Information
of
Formal meetings held with CWU & CMA Unite (as per communications plan)
Act]
Information
Contractor confirmed that redundancies announced and consultations begun with
Act]
Employees and Unions
Security Plan Produced and agreed by BBC
Testing strategy agreed by BBC
Readiness assessments and acceptance criteria for Start Date agreed by BBC
Contractor confirmed new leases agreed for Bristol and Darwen sites
Contractor provides BBC with a copy of detailed training schedule and training
resource plan.
Executive review of the SCRIA interview feedback to take place on or by 03/04/12
and for the Senior Management Team workshop to follow in April 2012 at a date to
be agreed at the Executive review.
3.
Readiness for Service
[Redacted
Business Continuity plans developed and agreed with BBC
Key
Commencement achieved to enable
under
Day One Management Information & integrated reports successfully demonstrated
a go / no-go decision
section 43
to BBC. (ref-migration gantt chart line 118)
(“commercial
BBC Data subset analysed and initial findings produced in support of the
interests”) of
development of the analytics service and successfully demonstrated to the BBC
the Freedom
Outbound SMS platform operational and successfully demonstrated to the BBC
of
Analytics and Marketing year one delivery model fully developed in conjunction
Information
with Proximity and fully demonstrated to the BBC
Act]
Initial contact plans defined in detail and agreed by the BBC
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Anticipated
Type of
Milestone
Milestone
Milestone Description
Success Criteria
Milestone
Payment (£)
Completion
Date
4.
The purpose of this milestone is to
[Redacted
[Redacted
Migration
Key and
demonstrate that the IOM post Start
under section
under
Payment
Date is stable.
43
section 43
All milestones from the beginning of the Migration Programme successfully Achieved
(“commercial
(“commercial
including successful completion of the Final Migration milestone.
TOM Implementation readiness is
interests”) of
interests”) of
demonstrated successfully:
the Freedom
the Freedom
TOM Implementation
of Information
of
Act]
Information
Contractor confirmed that first Customer Panels have been held and provided BBC
Act]
with the results
Prototyping capability fully established and successfully demonstrated to the BBC.
Priority business processes transferred from Bristol to Darwen and offshore and
successfully demonstrated to the BBC.
Contractor confirmed that cultural change training for leadership team complete
enabling management team’s performance to be aligned to goals of new
partnership
Contractor confirmed that application support responsibilities re-aligned from
existing support arrangements to new day one arrangements with responsibility for
a number transferring from iQor or the Contractor to CSC
All CMS campaigns tested, demonstrated to the BBC and running successfully
(including Outbound calling)
All Service Levels reported in format agreed with the BBC
5.
Initial phase of collections lifecycle
[Redacted
[Redacted
Dedicated outbound calling team established and fully operational
Payment
and customer operations
under section
under
Service quality framework and business assurance teams established
established
43
section 43
Centralised inbound mailroom established in Darlington and Bristol mailroom
(“commercial
(“commercial
closed
interests”) of
interests”) of
Initial phase of Collections Lifecycle implemented with creation of new campaign
the Freedom
the Freedom
and extended functionality for cash schemes
of Information
of
Case and prosecution process centralised in Darwen and Glasgow operation
Act]
Information
closed
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Anticipated
Type of
Milestone
Milestone
Milestone Description
Success Criteria
Milestone
Payment (£)
Completion
Date
Act]
Procurement exercise complete for the infrastructure to support:
website integration,
the migration of CMS hosting arrangements to CSC, and
the analytics and data quality environments;
New merchant services provider contracted and successfully implemented
6.
Enhancements to Customer
[Redacted
[Redacted
Access to Cash Scheme information enabled on the field handheld device and the
Payment
interfaces Stage 1
under section
under
Warranty Period Criteria Threshold has been met.
43
section 43
IVR solution migrated to Managed Voice Service (MVS) telephony platform and the
(“commercial
(“commercial
Warranty Period Criteria Threshold has been met.
interests”) of
interests”) of
Speech analytics and transcription enabled on MVS and the Warranty Period
the Freedom
the Freedom
Criteria Threshold has been met.
of Information
of
Act]
Information
Act]
7.
Technology Rationalisation
[Redacted
[Redacted
Infrastructure hosting CADH, iHUB, CMS and Oracle Financials migrated to target
Payment
under section
under
location, the Warranty Period Criteria Threshold has been met, and at least one
43
section 43
reporting period of availability Service Levels for those systems successfully
(“commercial
(“commercial
achieved
interests”) of
interests”) of
the Freedom
the Freedom
of Information
of
Act]
Information
Act]
8.
Enhancements to Customer
[Redacted
[Redacted
TV Licensing and Cash Schemes websites consolidated, the Warranty Period
Payment
interfaces Stage 2
under section
under
Criteria Threshold has been met, and at least one Service Level performance
43
section 43
period successfully achieved (Project Ref O8.1).
(“commercial
(“commercial
Customer satisfaction surveys delivered in accordance with Paragraph 11.2 of
interests”) of
interests”) of
Schedule 2 (Services) (Project Ref O3).
the Freedom
the Freedom
Dedicated Analytics server environment in use operationally, populated by monthly
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Anticipated
Type of
Milestone
Milestone
Milestone Description
Success Criteria
Milestone
Payment (£)
Completion
Date
of Information
of
extracts from existing systems and demonstrated to the BBC (Project Ref A1.3).
Act]
Information
Scope of MVS Phase 2 will have been determined through outputs from data
Act]
gathering and business need
9. Key
Enablers for future efficiency
[Redacted
[Redacted
New automated (as specified within the agreed business requirements) process for
and
under section
under
case management for prosecutions implemented, fully operational and the
Payment
43
section 43
Warranty Period Criteria Threshold has been met (Project Ref MR2).
(“commercial
(“commercial
The new common front end rolled out to the complaints and manual refunds teams
interests”) of
interests”) of
to receive and manage work items and the Warranty Period Criteria Threshold has
the Freedom
the Freedom
been met. Back end processing will still be undertaken manually on legacy
of Information
of
systems (Project Ref MR2).
Act]
Information
Enhanced handheld devices and chip and pin functionality deployed to all field
Act]
officers (Project Ref F2.2).
Civil Litigation feasibility study documented and delivered to the BBC (Project Ref
F3).
10. Key
Increased benefit enablement
[Redacted
Collections lifecycle extended to Direct Debit Customers and licence termination
under
management in place and the Warranty Period Criteria Threshold has been met
section 43
(Project Ref O7.1).
(“commercial
Website enhanced to optimise mobile device usage and the Warranty Period
interests”) of
Criteria Threshold has been met and at least one Service Level performance
the Freedom
period successfully achieved (Project Ref O8.2).
of
Information
Act]
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SCHEDULE 3
TRANSITION
Anticipated
Type of
Milestone
Milestone
Milestone Description
Success Criteria
Milestone
Payment (£)
Completion
Date
11.
Technology stepped change
[Redacted
[Redacted
Common front end rolled out to additional back office functions and the Warranty
Payment
under section
under
Period Criteria Threshold has been met. Back end processing will still be
43
section 43
undertaken manually on legacy systems (Project Ref MR3)
(“commercial
(“commercial
Field workforce management, excluding analytics capability, implemented and
interests”) of
interests”) of
demonstrated to the BBC and the Warranty Period Criteria Threshold has been
the Freedom
the Freedom
met (Project Ref MR3).
of Information
of
Act]
Information
Act]
12.
User acceptance of target operating
[Redacted
[Redacted
User acceptance testing complete and test exit criteria has been met for all
Payment
model
under section
under
elements of Key and Payment Milestone 13 (Project Ref MR4).
43
section 43
(“commercial
(“commercial
interests”) of
interests”) of
the Freedom
the Freedom
of Information
of
Act]
Information
Act]
13. Key
New collections lifecycle and target
[Redacted
[Redacted
Capability for negotiated payment flexibility introduced into the collections lifecycle,
and
operating model achieved
under section
under
the Warranty Period Criteria Threshold has been met (Project Ref MR4).
Payment
43
section 43
Cash Schemes data replicated to CMS to enable Cash Scheme campaigns to be
(“commercial
(“commercial
created in CMS at a later stage but in any event no later than Payment Milestone
interests”) of
interests”) of
14 (Project Ref A1.4).
the Freedom
the Freedom
Functionality implemented to integrate propensity and segmentation scoring with
of Information
of
the operational systems enabling use on the website and in the contact centre and
Act]
Information
the Warranty Period Criteria Threshold has been met (Project Ref MR4).
Act]
Physical address and licence data stores based on the logical data model, and the
Customer Data Hub, implemented in production and the Warranty Period Criteria
Threshold has been met (Project Ref MR4).
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SCHEDULE 3
TRANSITION
Anticipated
Type of
Milestone
Milestone
Milestone Description
Success Criteria
Milestone
Payment (£)
Completion
Date
New integrated single billing engine, to replace the billing, payment and collection
activities performed by legacy systems, successfully implemented and the
Warranty Period Criteria Threshold has been met (Project Ref MR4).
Common front end rolled out to remaining contact centre and back office functions,
the field user interface to the common front end implemented, and the Warranty
Period Criteria Threshold has been met (Project Ref MR4).
Collections lifecycle fully implemented with the creation of Cash Scheme
campaigns in CMS. All campaigns tested, demonstrated to the BBC and running
successfully (including outbound calling) (Project Ref MR4).
Website enhanced to automate Over 75 and refunds processes, the Warranty
Period Criteria Threshold has been met and at least one Service Level
performance period successfully achieved (Project Ref MR4).
All BBC Data migration completed in accordance with the BBC’s data retention
policy, with all quantitative metrics achieved with no loss of data integrity (Project
Ref MR4).
New Data Quality Management Systems (DQMS), to provide the capability for
continuous improvements to the BBC Data, implemented and demonstrated to the
BBC (Project Ref MR4).
14.
Decommissioning of legacy systems [Redacted
[Redacted
All agreed legacy campaigns migrated and legacy systems physically
Payment
and Transition closedown
under section
under
decommissioned (Project Ref T1.7).
43
section 43
Technology plan delivered to the BBC
(“commercial
(“commercial
All Service Documentation created or updated and submitted to the BBC
interests”) of
interests”) of
Project closure reports provided for all relevant projects within the Transition
the Freedom
the Freedom
programme
of Information
of
Act]
Information
Act]
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SCHEDULE 3
TRANSITION
ANNEX 1 – Part 2: Gantt Chart and resources for Transition
Transition Plan
[Redacted under section 43 (“commercial interests”) of the Freedom of Information
Act]
Resource profiles for Transition
1
Resource profile for Transition – Contractor
The following table identifies roles responsible for successful completion of Transition:
Duration
Resource Type
(Estimated from
Effective Date)
Transition Director
3 years
Programme Manager(s)
4 years
Programme Management Office
3 years
Project Managers
4 years
Head of Design Authority
4 years
Business Analysts
3 years
Test Manager
4 years
Test Analysts
4 years
Release Manager
4 years
Benefits Manager
2 years
Model Office Manager
1 year
Programme Accountant
4 years
Business Integration Managers
3 years
Business Architects
2 years
Technical Architects
3 years
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SCHEDULE 3
TRANSITION
2
Resource profile for Transition – BBC
The following table shows the resource requirements in respect of the BBC.
Duration (Estimated
Role
from Effective Date)
Sponsor
3 years
Transition Assurance Director
4 years
Transition Programme Manager
3 years
Contract Manager
3 years
Communications Manager
1 year
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SCHEDULE 3
TRANSITION
ANNEX 2 – Draft Communications Plan
1
Contents
1.1
By 15 January 2012, the Contractor shall submit to the BBC a plan describing the
communications it recommends for Migration, including the:
1.1.1 aims of the communication plan;
1.1.2 audiences (to include internal and external stakeholders such as the media,
Members of Parliament, unions, Employees and other BBC contractors
providing television licensing related services);
1.1.3 key messages;
1.1.4 materials to be created;
1.1.5 considerations;
1.1.6 detailed timetable; and
1.1.7 agreed split of activity between BBC communications and Contractor
communications; and
shall revise the plan to describe the communications it recommends for the
Implementation Phase by the end of March 2012.
1.2
The communications plan shall be reviewed and updated regularly and in any event weekly
during Migration and as regularly as the Parties may agree for the remainder of Transition.
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SCHEDULE 3
TRANSITION
ANNEX 3 – Deliverables
This annex sets out the BBC RACI for Documentary Deliverables. The naming convention for a
document may vary by project and therefore the RACI applies to any product that provides an
equivalent function to a Documentary Deliverable listed in this annex.
Project Deliverables
This is a generic list of Project Deliverables to indicate the BBC RACI against document types. For
specific Project Deliverables it is necessary to refer to the Project PID.
BBC Products
Project Deliverable Title
RACI
Project Initiation Document
Clear
Project Plan
Review
Requirements Specification
Clear
Process Requirements Specification
Clear
Equality Impact Assessment
Clear
High Level Design
Clear
Logical Technology Model
Review
Functional Specification
Clear
Low Level Design
Review
System Test Plan
Review
System Test Spec/Scripts
Review
System Test Execution and Completion Report
Review
System Integration Test Plan
Review
System Integration Test Spec/Scripts
Inform
System Integration Test Execution and Completion Report
Review
Performance Test Plan
Clear
Performance Test Spec/Scripts
Review
Performance Test Execution and Completion Report
Review
Penetration Test Plan
Clear
Penetration Test Execution and Completion Report
Review
DR Test Plan
Review
DR Test Spec/Scripts
Review
DR Test Execution and Completion Report
Review
UAT Test Plan
Clear
UAT Test Spec/Scripts
Clear
UAT Test Execution and Completion Report
Clear
Implementation/Cutover Strategy and Plan
Clear
Project Communications Plan
Inform
Release Acceptance Criteria Document
Clear
System Documentation
Inform
Training Materials
Inform
Post Implementation Review
Inform
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SCHEDULE 3
TRANSITION
Programme Deliverables
BBC Products
Programme Deliverable Title
RACI
PMO Management Procedures Manual
Review
Programme Definition Document
Clear
Programme Level 1 Milestone Plan
Clear
Master Programme Plan
Clear
Programme RAID Log(s)
Inform
Projects Dossier
Review
Quality Management Strategy and Plan
Clear
Testing Strategy
Clear
Release Management Strategy
Review
Programme Communications Approach
Review
Stakeholder Management Strategy
Review
Model Office Charter, Governance and Plan
Review
Architecture Definition Document
Clear
Business Solution Document
Clear
Logical Data Model
Clear
Data Migration Strategy
Clear
CSC Technical Solution Document (SDD)
Clear
ITS Technical Solution Document (SDD)
Clear
Application & Data Integration Architecture
Clear
Training Strategy
Clear
Change Strategy
Clear
1. BBC RACI definitions and associated timescales
1.1. Approval
1.1.1. The Contractor shall provide the deliverable/product to the BBC for review.
1.1.2. The BBC will review the deliverable/product and, in accordance with paragraph 6 of this
Schedule 3, provide explicit consent for the Contractor to use or implement the
deliverable/product.
1.2. Clearance
1.2.1. The Contractor shall provide the deliverable/product to the BBC for review.
1.2.2. The BBC will review the deliverable/product and may propose amendments to the
deliverable/product.
1.2.3. The Contractor shall incorporate proposed amendments where there is a material
impact on compliance against the following:
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SCHEDULE 3
TRANSITION
1.2.3.1.
Application of BBC Policy
1.2.3.2.
Interpretation of relevant legislation
1.2.3.3.
Brand reputation
1.2.3.4.
Customer facing interactions
1.2.3.5.
BBC IP
1.2.3.6.
Data management and protection
1.2.3.7.
Programme approach and methodologies e.g.: testing etc
1.2.3.8.
Service Continuity (including ensuring that any Technology or Data changes
do not compromise service continuity)
1.2.4. The clearance process shall follow the steps set out in paragraph 6 of this Schedule 3.
1.3. Review
1.3.1. The Contractor shall provide the deliverable/product to the BBC for review.
1.3.2. The BBC will examine the deliverable/product and may propose amendments
1.3.3. The Contractor shall incorporate proposed amendments where the Contractor deems
appropriate.
1.3.4. The review process is not required to follow the steps set out in paragraph 6 of this
Schedule 3 and the Parties shall agree the appropriate review process to be employed
on a case by case basis but in no event shall the process extend the timescales
anticipated in paragraph 6.
1.4. Informed
1.4.1. The Contractor shall provide the deliverable/product to the BBC for information only.
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SCHEDULE 3
TRANSITION
ANNEX 4 – BBC Dependencies
Successful transition is dependent upon the BBC making available to the Contractor the following:
Title
Description
Dependencies
Date required
Transferring in-
No major in-flight projects will transfer
Project progress on current
Jan 2012
flight projects
save where identified in the BBC change
contract
freeze documentation
GSI link
The BBC will continue to act as the
Acceptance of Migration
Jan 2012
sponsorship
sponsoring body for the GSI connection
plan
to support transmission of prosecution
data to the Procurator Fiscal
Clearance and
The BBC will undertake clearance and
Achievement of Milestones
As set out in the
Approvals
approvals in accordance with the
as set out in the Transition
Transition Plan or
provisions of paragraph 6
Plan
as notified in
accordance with
paragraph 6
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Document Outline