Millennium Care typically takes the lead, as part of customer project teams, to migrate certain support services to the outsourced or out-tasked model selected. Our implementation cycles are typically very fast, allowing customers to yield the benefits much quicker than with other service candidates, and we follow a disciplined approach from start to finish, to ensure hand-offs from project to client operations teams are seamless.

MCare’s approach to implementation and project management services follow best practices and consist of a number of phases. The duration of each phase is dependent upon the customer’s support requirements, required timelines and overall support approach.

Phase I – Project Initiation and Start-up

This phase includes:

• Official kick-off of the transition after contract signing;
• Identify MCare and customer team members;
• Establish meeting schedule;
• Establish communication plan framework; and
• Establish other project governance procedures.

Phase II – Discovery

Depending on whether our customers utilize our I-Care™ tool or MCare’s adopts the customer tool set, this phase covers these standards requirements:

• Identify existing customer support procedures;
• Identify full scope of support requirements;
• Identify support structure (internal & external resolve groups etc.);
• Identify customer structure, end users/customer contract information etc.;
• Identify infrastructure requirements;
• Identify telephony, VOIP or other inbound and outbound communication protocols;

Phase III – Execution

• Develop and implement communication mediums – web, telephony, fax, email, voicemail etc.
• Implement and test connectivity (e.g. VPN for access to customer tool sets etc.);
• Implement and test remote takeover tool(s);
• Complete I-Care™ database design (if appropriate);
• Perform I-Care™ user testing (if appropriate);
• Implement training plans:
  • Customer training for I-Care™;
  • MCare training for customer specific requirements.

Phase IV – Go Live

• Ongoing performance monitoring.

Phase V – Post-Implementation Activities

• Monitor statistics (ACD, Resolution, etc.) – adjust as appropriate;
• Identify call patterns/adjust implementation as required;
• Finalize requirements.

Typical Implementation Deliverables

Tangible deliverables that come out of each transition are:

1. A functional, fully trained service desk at MCare;
2. A responsibility matrix, defining incident categories and subcategories, supported sites and applications;
3. Service level workflow rules that form the basis of automated notifications and other actions;
4. A Statement of Work defining SLA targets between MCare and the customer, and the final scope of work including any revised pricing based on new information.

Customer Participation

Customer involvement is critical during the transition period. This effort is typically limited to customer decision makers until such time as training begins for users of I-Care™, if applicable.

The success of any outsourcing initiative is clearly related to the commitment and involvement shown by both the outsource vendor and customer.