2023

SECOND YEAR
C A S E S T U DY
A B O U T _ VO I S
_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and
enhancing quality and efficiency across 27 countries and operating from 8 locations: Albania, Egypt,
Hungary, India, Romania, Spain, Turkey, and the UK.

Established in 2006, _VOIS has evolved into a global, multi-functional organisation, focused on adding
value and delivering business outcomes for Vodafone. Our strategic aim is to be Vodafone’s partner of
choice for talent, technology, and transformation.

We are more than 29,000 highly skilled individuals, acting as ‘the nervous system’ of Vodafone: growing
capability, skills, and data intelligence year-on-year to accelerate local markets towards a digital future.

With our strategy to scale at speed we have data intelligence from across Vodafone’s global footprint at
our fingertips to help us learn, predict, and help navigate the right path. We utilise technology and data to
radically simplify our business.

In the face of global uncertainty and constant change we are by the side of our partners, helping them
develop solutions and systems to better serve their customers, and deliver on Vodafone’s strategy and
purpose.

A B O U T _ VO I S I N D I A
In 2009, _VOIS started operating in India and now has established global delivery centers in Pune,
Bangalore and Ahmedabad.

With more than 16,000 employees, _VOIS India supports global markets and group functions of
Vodafone and delivers best-in-class customer experience through multi-functional services in the areas
of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions
(Robotics & AI), Commercial Operations (Consumer & Enterprise), Intelligent Operations, Finance
Operations, Supply Chain Operations and HR Operations and more.

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U N D E R S TA N D I N G
T H E S E RV I C E L I N E S
• Business Intelligence Services: In the era where data is the new oil, the Analytics and Insights team
recommends customized solutions to make the business more efficient. This team helps in turning insights
into opportunities, predict business outcome and prescribe actions. It further helps businesses to measure
and improve KPIs. The team specializes in using sentiment analysis as a tool as well.

• Business Operations: In order to achieve business efficiencies in the 26 OpCos, this team offers high-level
capability by providing marketing, digital sales, product, service transition, bid management, pre-sales &
commercial operations solutions.

• Customer Operations: This team provides customized support and outreach capability to Vodafone
OpCos by offering web chat, voice support, e-mail support, credit & collection, fraud & research and back-
office solutions. This team has been integral in providing multi-lingual services, managing transactions that
run into millions each year.

• Finance Operations: This team helps in achieving the synergies for OpCos by offering consolidated
financial solutions in terms of working capital, accounting, tax and advanced finance services for Vodafone
operating companies across the globe.

• HR Operations: There has been a significant shift in the world of human resources and how employees
interact with an organization, and this team helps in keeping up with the changes. It provides a digital HR
experience to employees across Vodafone OpCos. It further aids in implementing the next generation HR
systems and enhancing employee experience overall.

• Intelligent Operations: The Intelligent Operations team endeavor to deliver radical simplification through
digital lean, optimizing, re-engineering solutions and accelerate transformation agenda with the ambition
to be Group's partner of choice for Talent, Technology and Transformation . Their end-to-end advisory
solutions expert team is set up to unlock digital potential and execute digital implementation using various
frameworks. The team understands the current digital state and providing insights needed to design a
digital development roadmap and deliver transformative results.

• Security Operations: Security Operations provides critical support to Vodafone OpCos in combating fraud,
money-laundering and data loss that can impact the organization and its customers financially &
reputationally, besides providing travel security to its employees, Managing Business Continuity and audit
support to the Sales processes. Security Operations is also developing itself as center of Excellence (CoE)
for Privacy and Compliance by onboarding multiple workstreams such as Second line of defense, Supplier
& Policy Security, Governance Risk & Compliance.

• Supply Chain Management: The SCM capability center provides support globally with centralized
processes and focusses on efficiency through dedication and innovation. The service line leverages its
expertise & global outlook in managing end-to-end sourcing, contract management, purchasing operations
& supplier evaluation, among others.

• Technology & Networks: Information Technology & Networks forms the backbone of telecom operations.
This team provides expertise in application development & operations, UI/UX, ERP, data security, software
testing, infrastructure management, laying of fiber cables and transitioning to newer technologies.
Ensuring network operations continuity is another responsibility that this service line delivers.

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THE BRIEF
_VOIS currently operates as a shared services organization under the ownership and guidance of the
Vodafone Group. Its primary role is to provide comprehensive services to Vodafone's local markets,
encompassing functions such as HR, Finance, Technology, Customer Care and more.

For the services offered, _VOIS follows a simple intercompany recharge model to recover all its costs by
charging it to the markets. In this simple recharge model, there is no commercial risk for _VOIS.

As highlighted by Vodafone CEO Margherita Della Valle’s press release, _VOIS would need to create an
arms-length commercial relationship with Vodafone markets, similar to other third-party service
providers.

This transition thrusts critical considerations into the spotlight - pricing models, organizational structure,
capability development, and more. This change brings forward some vast opportunities for _VOIS as well
as some major challenges thereby emphasizing the need to have effective strategies in place to strongly
adapt, thrive, and achieve future growth and success.

# For more information, please refer to Exhibit 3

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Y O UR CH AL L ENGE
PR OBLE M S TA TEM EN T:
Part of the 2023 financial year results announcement, the Vodafone CEO has announced
commercializing of the shared services operations as part of her vision for the future of Vodafone.
Ensuring all services delivered out of shared operations are operated on fully arms-length commercial
terms will require a major transformation of the way _VOIS operates today.

Your challenge is to provide _VOIS leadership with an action plan on how they can adopt a commercial
mindset – including an assessment of options, and recommendations of an operating model, pricing
model, approach to talent management, change management and governance. Additionally, you are
required to analyze the opportunities that this transformation can unlock for _VOIS as well as risks to be
taken into factor

• What are the key benefits and risks for _VOIS in moving to a commercial model

• What are the primary opportunities and challenges that _VOIS is likely to encounter during its
transformation journey?

• Provide a comprehensive analysis of the significance of each parameter mentioned (pricing models,
operating model, talent management, and more) within the context of _VOIS

• For each of the parameters, come up with set of recommendations and develop a strategic roadmap
that outlines the implementation steps needed to ensure _VOIS's successful transition. Provide
separate roadmaps for short-term and long-term durations to address both immediate and long-
range goals effectively

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EXHIBIT 1
HEADCOUNT OF SERVICE LINES

_VOIS Service lines Headcount

Business Intelligence Services

Business Operations

Customer Operations

Finance Operations

HR Operations

Intelligent Operations

Security Operations

Supply Chain Management

Technology & Networks

Legend

Less than 500

500 - 1000
1000 - 5000
5000 - 10000
More than 10000

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EXHIBIT 2
SERVICE PORTFOLIO DEFINITIONS
Business Intelligence
Data Reporting & Responsible for providing comprehensive data handling and reporting
Visualization solutions to global markets & reporting key KPIs and insights to business.
Data Management supports decision making processes and helps to
Data Management
maximise benefits. E.g. Data Governance, Data Insights etc.
Business Intelligence: Operations support for Business Intelligence and
Big Data Analysis. Apart from data warehousing and reporting requirements
for the telecom products, The team is also venturing into support for
streaming services. (Big Data, Teradata, ODI, Tableau).

Big Data Analysis: From standard data transformations to Big data

solutions like Hadoop, Splunk, Kafka, the team provides array of analytics
Business Intelligence
services covering the whole spectrum of data science and engineering.
Services
Services also capable of complex insight development through
unstructured data processing. we are also providing (Implementation &
Operation) services for Machine Learning & Next Gen BI.

Analytics: Engineering, architecture and implementation of data analytics

solution, and data modelling that is providing business insights from
reporting platforms, data trending model and detailing using Hadoop and
Nifi etc.

Business Operations
Providing commercial services for Vodafone Business including presales and
Commercial Services
in-life commercial services such as Legal & Contract, Pricing etc.
Marketing Services provide B2B and B2C marketing services including;
research and insights, creative development, sales enablement, multimedia
Marketing Services
design, web enablement, to marketing automation and social media
services.
End-to-end Order Assurance and management functions for MNC, Large and
Order Fulfillment and
Corporate customers - including solution design, delivery, and service
service delivery provisioning.

Customer Operations
Handling transactions such as Emails, Porting, NUC, provisioning, Credit
Back Office Assurance, Quality assurance, credit and collections for mobile and fixed
line products, collections and credit review.
Email Responding to customer queries, complaints, orders, etc. via email.
Inbound and Outbound calling and Chat services for first, second, and third-
Voice Chat line Customer Service, Technical, Tele sales, Retail, Consumer Internet of
Things for mobile and fixed-line products.

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 Financial Operations
Advanced Finance Services supports Group Functions, operating and holding
companies with services involving treasury, financial planning and analysis,
financial consolidation and reporting, controlling, statutory reporting
Accounting & Advanced
including the management of audits, commercial contract management,
Financial Services Inter-Network Call Accounting and financial settlements. The primary focus
is to help transforming the financial activities beyond the traditional financial
operations scope.
Tax compliance service includes tax analyses and calculations, preparation
and submission of tax reports and returns, requesting tax payments, tax
accounting, audit and project support. We ensure that tax processes are
Tax
performed in accordance with local tax and legal statutory requirements and
internal tax reporting is in accordance with Vodafone Group International
Accounting Policies.
Working Capital is comprised of Procure to Pay and Cash Management. Cash
Management performs invoice posting, cash application and Balance Sheet
General Ledger reconciliations. Finance Shared Service center supports
processing and accounting of international roaming revenues and costs
relating to Vodafone subscribers using partner networks (other Telcos) and
Working Capital
vice-versa. Procure to Pay is an end-to-end process, involving activities from
purchasing of goods or services to making payments to vendors. It also
includes managing vendor and local market queries and open line-item
management through vendor reconciliation and other balance sheet
activities.

HR Operations
Responsible for providing HR related support through various channels and
Employee Life Cycle
end-to-end employee lifecycle management support such as Payroll,
Management Rewards & Recognition, HR Support etc.
Providing end-to-end administrative support for the learning and
Learning Development
development systems, catering to the content development for e-learning
Operations
modules.
Delivering operational excellence in internal and external recruitment
Recruitment Support
related activities.

Intelligent Operations
The objective of the DaaS team is to be the Partner of Choice for Talent,
Technology and Transformation by connecting Vodafone markets through
reusable expertise and act as Vodafone's in-house consultancy unit. The
Digital as a Service end-to-end advisory solutions experts team is set up to unlock digital
potential and execute digital implementation using various frameworks by
providing activities like Agile Coach, Business Analyst, Change Experts and
Data Analyst.

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 Security Operations
Fraud team is monitoring real time traffic for Business and Consumer
customers (pre-pay, post-pay, fixed lines) in a reactive and proactive way
to identify fraudulent activities. The team is also managing the
subscription documentation, follows patterns and identifies fraud
Fraud Control
phenomenon (SMS fraud, interconnection abuse, exploit arbitrage,
premium rate numbers, wangiri attacks, fixed lines hacking and identity
theft) and also monitoring the online transaction and managing escalation
from VCS, Syniverse, OpCos and Public Authorities.
Monitoring Mobile and Residential Sales activities and ensuring SOX
compliance, providing feedback on quality, generate data clusters and
Sales Audit Management
performing Second level activity for the existing Sales Audit Management,
ensure correct 3rd parties remuneration computation.

Supply Chain Management

Contract Lifecycle Any changes in Contract / OLA (Operational Level Agreement) are
Management performed by Contract Management team.
Enabling buyers’ community within Vodafone for smooth procurement
Purchasing Operations cycle in lines of Request for Quotation, Shopping Cart verification, Order
Desk management and Workflow management.

Technology & Networks

CRM: End to end application / Service Operations support like Salesforce,
KIAS CSM, Siebel, etc. for retail and enterprise customer care services for
markets.

Mediation: End to end application / Service Operations support like

Comptel Event Link, Mediation zone etc.

Customer Communication Management: End to end application /

Service Operations support like Output Management, EOI etc.
Application Operations
Fraud Management: End to end application / Service Operations support
like HPE FRM etc.

Order Management: End to end application / Service Operations like

KIAS UPS, COM, OPM, SOC, eTOP, OSM etc.

Price Benchmarking: The application that collects the prices of products

across different providers and provide a BI analysis.

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 Technology & Networks
Product Management: End to end application / Service Operations
support like OPH, EPC, Retailer Commissioning products/scheme etc.
Application Operations
Rating and Billing: End to end application / Service Operations support
like Oracle BRM. Managing the SEPA Hub (Single Europe Payment Area)
and provides billing mediation and direct debit to customer invoice.
Application development for various CRM tools. The scope of work covers
CRM
all application development and transformation activities.
Business Protection: Manage, plan, coordinate & monitor all the
activities related to the patch management and vulnerability management
functions.

Cyber Defense: Service includes Active Monitoring & Triage, Data &
Information Security.

Security enablement: DevSecOps enablement of security remediation

and Automation of patching; Support the overall Security Patching and
Vulnerability Management programs inside Group Data Centre
organization by focusing on two main areas: automation of patching
activities and automation of vulnerability remediation. Enhance security
automation procedures by developing, operating, maintaining & updating
Cyber Security
the internal tools used inside Operational and Security Compliance areas.

Security Response: Coordinate, manage & monitor all the activities

related to security incidents and incident response in-between technical
Data Centre operational teams and the central Vodafone Group Security
functions.

Vulnerability management: Service includes Identify, classify, prioritize

and address security vulnerabilities on supported systems.

VMaaS: Vulnerability Management: Identify, classify, prioritize and address

security vulnerabilities on operating systems , databases, middleware and
applications.
Delivers E2E Support for the IoT Service, including dedicated platforms
and providing the complete package: incident management, problem
IoT
management, event management, service request fulfilment, change
management, quality and reporting.
Project management services for multiple and complex projects across
full lifecycle of product development
IT Project Management
Exceptional track record of on-time, on-budget and to-specification
delivery of projects.

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 Technology & Networks
Digital Services: Manage & Operate mobile applications (E-Sim
technologies, NSS for data collection).
Mobile Applications
Channels: App development and L3 support for Vodafone markets. We
provide app agile factory for the different markets including the
development of Core Framework & components.
End to end application / Service Operations support for applications that
Networks, Development & support Network planning for multiple types of Network Topologies.
Operations Services include Network Planning, Network Documentation, Inventory,
Geographic Data and Provisioning
Applications Orchestration: Engineer and develop automation workflow
for application operation and OSS solutions using Micro focus Operation
orchestrator, Jenkins and others.

Chabot: Develop and setup Chabot for services desk and contact centers,
including process engineering, user journey analysis and Chat intent.
Robotics, AI & Automation
Cognitive computing: Develop and setup solution based on NLP, intent,
sentiment analysis, in addition setting up EPN model.

Workflow automation: Develop a software to automate business

workflow using development IDs such python, java, .NET, Groove, starting
from process analysis, design , coding, testing , UAT then release
management insuring the realization of the ROI.
Backend Testing: Service includes Database Testing and Network
Testing.

Functional Verification: Service includes Business Testing and BVT / UAT

/ Acceptance Test.

Middleware Testing: Service includes WEB(API) and REST(API).

Technology Testing Mobile App Testing: Service includes Call+ and My Vodafone Apps.

Specialized Testing: Service includes Big Data Testing and Configuration

Management.

Technology & Products testing: Service includes Amdocs, Unified

Communications, Cloud & Host, IOT, Oracle, SAP.

Web App Testing: Service includes Desktop Web, Mobile browser.

UI/UX Specializing in User Experience, User Interface, Collaterals, Videos.

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EXHIBIT 3

KEY LINKS
• Vodafone Site

• Vodafone Group FY23 Results and Other Key Insights:

• Vodafone Group FY23 Presentation
• FY23 Results
• _VOIS Site

• 2023 Annual Report (vodafone.com)

• Vodafone Investor Relations Page

• Vodafone’s Local and Partner Markets

• Vantage 2022 Case Launch Event Recording

• Explore Our Social Media Channels

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