Akkodis delivers cost efficiencies in EE’s service desk operations management
EE, part of BT Group, is a UK mobile network operator and internet service provider delivering mobile and fixed communications services to consumers. The communications company runs one of the UK's biggest and fastest mobile networks. Its retail presence covers more than 600 shops across the UK and the company has over 13,000 employees. With 26.1 million subscribers as of September 2021, EE also provides home and business broadband using both 4G and fixed line connections.
Having to decrease the number and cost of OPEX contractors, specifically within the Technical Operations Center, EE was in danger of losing resources across the organization if an alternative resourcing solution was not found.
Through Akkodis’ Employed Consultant Model, our team created a deliverables-based contract for the managed service provision of the service desk for EE. The contract was linked to the performance and outputs of the Akkodis consultants, and focused on cost, quality, and the removal of management responsibilities from EE. Under the managed service, Akkodis became responsible for measuring the Akkodis consultants’ performance against agreed SLAs whilst carrying out the recruitment, on-boarding, HR and welfare management of the Akkodis consultants.
A monthly fixed price agreement was implemented to deliver cost efficiencies, remove the headcount from OPEX, and enable EE to continue with the day-to-day management of operations. The contract was initially for six months, but subsequently extended to over 12 months.
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