Proposal Document ING GECCO Doc 11 RQMT For User Sat Proposal v0.5

Response to
ING
For
RFP GECCO
11 Requirements for User Satisfaction
30th October 2017
Strictly Confidential
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RFP GECCO
Proprietary Notice
Copyright © Orange Business Services 2017. All rights reserved.
Confidentiality
All information contained in this document is strictly confidential and is the property of Orange Business
Services. It is provided for the sole purpose of responding to the request by ING and shall not be used for
any other purpose.
ING shall not publish or disclose this information, in whole or in part, to any other party without the prior
written permission of Orange Business Services.
Obligations and Conditions
This document is subject to contract and does not constitute a binding offer from Orange Business
Services. In the event that any assumption on which Orange Business Services has based its proposal or
any information provided by ING changes or is incorrect, Orange Business Services reserves the right to
revise any portion of this document accordingly.
Implementation of any services detailed in this document is subject to applicable regulations in force on
the date the services are to be implemented.
Orange, the Orange logo, Orange Business Services, and related marks are trademarks of Orange Brand
Services Limited. Many of the products, services, and company names referred to in this document are
registered trademarks of third parties. They are all hereby acknowledged.
Orange Business Services is a trading name of the Orange Group.
Point of Contact
Name: Jan Willem Ter Meulen
Title: Global Account Director Email: janwillem.termeulen@orange.com
Tel: Mobile: +31 (0) 6
Address: Motion Building 7th floor, Radarweg 60, 1043 NT Amsterdam, The Netherlands
Website: http://www.orange-business.com
30th October 2017 2 of 43

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Table of Contents
1 Introduction .......................................................................................................... 5
2 User Experience (UX) ........................................................................................... 6

2.1 Choice of product / technology ................................................................................................ 6
2.2 Intelligent communications ....................................................................................................... 6
2.3 The user interface. .................................................................................................................... 8
2.4 Skype for Business ................................................................................................................... 8
2.5 Microsoft Teams ..................................................................................................................... 12
3 The meeting room experience .......................................................................... 16

3.1 Conference room capabilities ................................................................................................. 16
4 User Adoption .................................................................................................... 27

4.1 Our approach .......................................................................................................................... 27
4.2 Governance ............................................................................................................................. 29
4.3 Communication ....................................................................................................................... 29
4.4 Training ................................................................................................................................... 35
4.5 ING branding ........................................................................................................................... 42
4.6 Reporting ................................................................................................................................ 42
List of Tables
Table 1: Audiocodes IP phones ............................................................................................................ 23
Table 1: Jabra headsets and speakers ................................................................................................. 25
List of Figures
Figure 1: The User Experience cycle ....................................................................................................... 5
Figure 2: the new Microsoft Teams experience ...................................................................................... 7
Figure 3: Enterprise Voice ....................................................................................................................... 9
Figure 4: Skype for Business meeting window ..................................................................................... 10
Figure 5: Skype for Business Whiteboarding ........................................................................................ 11
Figure 6: Any Device ............................................................................................................................. 11
Figure 7: Using persistent team chat in Teams ..................................................................................... 12
Figure 8: Working together on creating a document ............................................................................. 13
Figure 9: Tracking progress with the Planner........................................................................................ 14
Figure 10: Share files and documents with the team ............................................................................ 15
Figure 11: Polycom Realpresence Trio ................................................................................................. 17
Figure 12: Familiar Skype interface ....................................................................................................... 18
Figure 13: One button to join the meeting............................................................................................. 19
Figure 14: Trio 8800 as a video device ................................................................................................. 19
Figure 15: Real-World collaboration using Microsoft Surface Hub ....................................................... 20
Figure 16: Unlock the power of the group............................................................................................. 21
Figure 17: Schedule a meeting via Outlook .......................................................................................... 22
Figure 18: One button to join the meeting............................................................................................. 22
Figure 19 : Our 5 steps methodology to manage change ..................................................................... 27
Figure 20 : building blocks for the User Adoption / Change Management Program ............................ 28

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Figure 21: 4 steps to a great user experience ....................................................................................... 29

Figure 22: Example of poster from a previous campaign ..................................................................... 31
Figure 23: TrainMe invites users to a trainin video ................................................................................ 33
Figure 24: AlertMe invites users to any website / URL .......................................................................... 34
Figure 25: SkypeHelp ............................................................................................................................ 34
Figure 26: The Orange Academy Training Portal .................................................................................. 37
Figure 27: Orange Digital Academy | Skype Tutorials example ............................................................ 38
Figure 28: Orange Digital Academy | Skype Use Case Scenarios example .......................................... 39
Figure 29: Orange Digital Academy | Skype Course example ............................................................... 40
Figure 30: Orange Digital Academy | Skype Learning Path example .................................................... 41
Figure 31: Orange Digital Academy reporting ....................................................................................... 43

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1 Introduction
One of the main design criteria for the ING Gecco project is to always keep the user in
mind. A strong focus on User Adoption and User Experience is required. At Orange
Business Services we believe that technology will only provide benefits to ING if their
employees are actively using it and happy with it as well.
We have provided Unified Communications technology for several years and to many
customers. When we interview the employees of these companies prior to deploying a
new Unified Communications service, they always mention the same top expectations
from the new technology:
◼ Easy to use.
◼ Intuitive.
◼ Similar features to the technology they have at home.
◼ “Always on” (so any place, any time, any device).
These expectations are the core topics around which we build our User Experience
and User Adoption program.
Figure 1: The User Experience cycle

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2 User Experience (UX)

2.1 Choice of product / technology
In today’s landscape of communications technology, we find many different providers
with different design philosophies. There are large technology providers such as
Microsoft, Cisco, Facebook, Google, etc. as well as smaller niche players focussing on
specific applications. Each of these suppliers’ solutions does have its strengths and
weaknesses and while it may be tempting to try and build a tailored solution using
partial solutions from several vendors, we are convinced that the most optimal end-
user experience will be provided only with a truly integrated solution, built on one single
technology stack.
ING is currently using Microsoft Skype for Business, Microsoft Exchange and the
Microsoft Office Suite as their internal productivity tools and the users are familiar with
the user interface of these products. The User Satisfaction score for these services is
good as well. We believe this provides a solid foundation to expand the Unified
Communications service on. Your users will not have to learn to use a new tool and
get familiar with how it can be used with their existing tools, but will continue using
what they have and see new features being added to help them become more efficient
and effective. This is the main reason why we choose to offer a Unified
Communications service based on Microsoft Skype for Business / Teams.
2.2 Intelligent communications

In this proposal we have defined a “dot on the horizon” for the Intelligent
Communications service. This is the aiming point for the solution. This aiming point has
been defined taking the current roadmap of Microsoft into account. Since the Microsoft
products are constantly evolving we believe that the “dot on the horizon” will need to
be recalibrated from time to time, when new features and products become available
in the Intelligent Communications ecosystem.
First, we will describe how we envisage how the Intelligent Communications

ecosystem will work when we have reached our “dot on the horizon”. ING currently
uses other tools to perform the relevant tasks, so we will describe how we envisage
the migration and coexistence from a user perspective.
Until recently, the Microsoft Unified Communications and Collaboration portfolio was
centred around two clients: Skype for Business for Unified Communications and
Teams as Collaborative Workspace. In the past weeks, Microsoft has announced that
they will be integrating both products into one single client for all workloads. This will
be the Teams client.

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Figure 2: the new Microsoft Teams experience
ING and many other companies are using Skype for Business daily for all of their
internal forms of communication. Skype for Business users are generally very happy
with the tool.
At this point in time, Teams is not yet capable of replacing Skype for Business for all
workloads, but will add collaboration tools to the functionality of Skype for Business.
We propose to build and deploy Skype for Business and Teams in a so-called “Side-
by-Side” model, keeping Skype for Business in place for Unified Communications,
whilst adding collaboration capabilities with Teams.
The Skype for Business and Teams services are tightly integrated, allowing (for
example) Teams users to chat directly with Skype users and vice versa.
Smooth transition
As Team evolves in the coming months, new Skype for Business workloads will be
made available in the Teams client. For ING employees, this means they can choose
which client they want to use for which communication. When they are working in a
Teams “channel”, they will not have to switch to the Skype client to initiate a chat, or
set up a conference with a colleague. This journey will continue until all Skype for
Business functions are available in Teams. ING users will then no longer need the
Skype for Business client.
There may be users that will prefer using Skype for Business instead of teams. These
users can remain on Skype for Business and still communicate with Teams users via
IM, audio- and video-calls, but they will not be able to use the Teams collaboration
services, like Channels, and persistent group chat.

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2.3 The user interface.

The Intelligent Communications service will provide several means for users to
communicate and collaborate. We will build this Intelligent Communications service on
two products from the Microsoft Unified Communications and Collaboration suite
which will merge into one single interface gradually.
2.3.1 Mobile is the new norm

Today’s consumers are truly mobile users. They expect to be able to access all
information from any device and any location. They also expect to the able to interact
with others on any device and from any location. This is no different for the average
employee in an organisation.
The Intelligent Communications service has been designed with this requirement in
mind. All clients use the same consistent user interfaces on every device, whether it is
a mobile phone, a tablet or a PC.
2.4 Skype for Business

At this moment, ING is using Skype for Business for Instant Messaging, Presence and
internal conferencing. We will enable the familiar Skype for Business service for the
ING users with additional features, so it will become the hub for Unified
Communications.
We will deploy Skype for Business in a “side-by-side” setup. This enables ING to start
using Teams for team collaboration, while maintaining Skype as the main Unified
Communications tool.
Skype for Business and Teams will have a tight and native interoperability which for
example allows a Teams user to chat with a Skype user that does not (yet) have Teams.
Over time, Microsoft will enable more workloads on the Teams client. Users will have
to switch to the Skype client less and less, and ultimately will forget about Skype at all.
In the next chapters we will describe the workloads that will land on Skype for Business
and how they will migrate to Teams.
2.4.1 Instant Messaging (IM/Chat) and presence

IM and presence will be provided on Skype for Business, using the familiar user
interface. Each user can initiate a chat with any other user, or with a group of people.
IM and presence is available internally within ING and between federated partners.
The Skype for Business IM and presence service is interconnected with the Teams IM
and presence service and allows seamless private messaging between the two

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platforms. Since Skype for Business is integrated with Outlook and the Microsoft Office
suite, the presence information will be visible within Outlook and Office as well.
The Intelligent Communications service will use Microsoft Teams for Instant Messaging
and Rich Presence. Within Teams, Instant Messaging will be persistent. Since Teams
is integrated with Outlook and the Microsoft Office suite, the presence information will
be visible within Outlook and Office as well.
2.4.2 Telephony
Voice calls, both internally and externally will be handled via Skype for Business. Any
user can make an internal Skype for Business call. Users that are enabled for Skype
Enterprise Voice can also make phone calls to regular (landline or mobile) phones.
Once Microsoft has released the telephony option in Teams, all telephone calls can be
made and received from within the Teams client.
When receiving incoming voice calls from known phone numbers, Teams will show the
name of the caller instead of his phone number.
Figure 3: Enterprise Voice
2.4.3 Audio-, Video- and Webconferencing

The Skype for Business client can be used to participate in all types of meetings. In
principle all meetings are video meetings with content sharing and it is up to the users
to choose if they want to enable video or not.
Everybody with a Skype for Business client (on any device) can participate in Skype
meetings. Due to the interoperability between Skype for Business and Teams, you can
also join a Skype meeting from a Teams client.
If a participant does not have access to a Teams or Skype client, he can access the
meeting from a web browser and an internet connection.

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If a participant does not have access to an Internet connection, he can dial into a
meeting using a regular (landline or mobile) phone. He can then only take part in the
audio part of the meeting.
Figure 4: Skype for Business meeting window
2.4.4 Whiteboarding
In a Skype for Business conference, you can select the Whiteboarding option. This
gives you a Whiteboard on your screen which you can use to draw and type information
that you want your meeting participants to see.

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Figure 5: Skype for Business Whiteboarding
2.4.5 Anywhere, Anytime, Any Device

Skype for Business is available for Windows PC, Mac as well as Mobile devices (IOS,
Android and Windows) and provides a consistent user interface on all platforms.
Figure 6: Any Device

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2.5 Microsoft Teams

Microsoft Teams is an entirely new experience that brings together people,
conversations and content—along with the tools that teams need—so they can easily
collaborate to achieve more. It’s naturally integrated with the familiar Office
applications and is built from the ground up on the Office 365 global, secure cloud.
Microsoft Teams delivers on four core promises to create a digital workspace for high
performing teams. In the following paragraphs, we describe the features that are
available in Teams at the time of writing of this proposal. As mentioned before, Teams
will be the client of the future for the Microsoft Intelligent Communications platform
and will be enriched with features from the Skype for Business services in the near
future.
2.5.1 Chat for today’s teams

First and foremost, Microsoft Teams provides a modern conversation experience for
today’s teams. Microsoft Teams supports not only persistent but also threaded chats
to keep everyone engaged. Team conversations are, by default, visible to the entire
team, but there is of course the ability for private discussions. Skype is deeply
integrated, so teams can participate in voice and video conferences. And everyone can
add personality to their digital workspace with emojis, stickers, GIFs and custom
memes to make it their own.
Figure 7: Using persistent team chat in Teams
Commented [BD1]: Add title or caption

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2.5.2 A hub for teamwork

Second, Microsoft Teams brings together the full breadth and depth of Office 365 to
provide a true hub for teamwork. Word, Excel, PowerPoint, SharePoint, OneNote,
Planner, Power BI and Delve are all built into Microsoft Teams so people have all the
information and tools they need at their fingertips. Backed by the Microsoft Graph,
intelligent services are surfaced throughout the workspace to help with information
relevancy, discovery, and sharing. Microsoft Teams makes it easy for people to move
naturally from one collaboration tool to another, preserve their sense of context and
share with others.
Figure 8: Working together on creating a document
2.5.3 Customizable for each team

Third, since all teams are unique, there are several ways for people to customize their
workspace, with rich extensibility and open APIs which are generally available. For
example, Tabs provides quick access to frequently used documents and cloud
services. Microsoft Teams also shares the same Connector model as Exchange,
providing notifications and updates from third-party services like Twitter or GitHub.
Teams also includes full support for the Microsoft Bot Framework to bring intelligent
first- and third-party services into your team environment.

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Figure 9: Tracking progress with the Planner
Since Microsoft Teams is part of the Office365 service, it can use the Office365
connectors which connect to over 150 different providers like Trello, Github, Twitter,
Hootsuite, etc… There is also a Visual Studio connector which enables to develop your
own service to connect to Teams.
2.5.4 Security teams trust

Finally, Microsoft Teams provides the advanced security and compliance capabilities
that our customers expect. Data is encrypted in transit and at rest. Microsoft Teams
supports key compliance standards including EU Model Clauses, ISO 27001, SOC 2,
HIPAA and more.

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Figure 10: Share files and documents with the team
2.5.5 Anywhere, Anytime, Any Device

There are teams available for Windows PC, Mac, as well as Mobile devices (IOS,
Android, and Windows) and provides a consistent user interface on all platforms.

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3 The meeting room experience

3.1 Conference room capabilities
One of the key features of Skype for Business is the conferencing service. This service
allows your users to set up audio- video- and web conferences with participants within
ING, as well as external parties.
We will provide the global dial-in numbers to the Intelligent Communications service
(Skype and Teams) that allows participants to dial in from a regular phone line as well.
Users hosted on our Skype for Business platform can join from any device anywhere
in the world, not only from a fixed desktop or Mobile device, but also from conference
rooms or meeting rooms at ING offices.
ING has many conference rooms of different sizes and layouts. For each type of room
described in the RFP, we offer a conferencing solution:
3.1.1 Small rooms (audio only)

In rooms where audio-only is required, we usually find “spider phones”. Polycom is the
provider of the audio technology behind most of the spider phones in the market, even
if they are provided by other vendors.
Polycom is a long-time partner of Microsoft and has developed a large range of devices
specifically for Skype for Business. The Skype for Business “spider phone equivalent”
is called the Realpresence Trio 8800.

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Figure 11: Polycom Realpresence Trio
The Realpresence Trio 8800 contains a Skype for Business client, so the user interface
will be familiar to all Skype for Business users in ING. Commented [BD2]: Add title or caption
Setting up a videoconference with other Skype for Business or Teams users becomes
very easy. Simply invite the required “meeting room” in your “New Skype Meeting”
invite as if it is an ING colleague.
This means that you can also use the “scheduling assistant” in Outlook to see if a
specific room is available, without the use of resource booking.

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Figure 12: Familiar Skype interface

Commented [BD3]: Add title or caption
When a meeting participant enters the meeting room, the Realpresence Trio 8800 will
show the next scheduled meeting and a JOIN button. There is no need to dial any
numbers or codes, just push the JOIN button and you will be added to the meeting.
For rooms that are a bit larger, the Realpresence Trio can be expanded with two
“satellite microphones”
When enabled with Skype Enterprise Voice, the Realpresence Trio can be used to
make regular phone calls as well, and will replace the legacy spider phones in your
office.

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Figure 13: One button to join the meeting
3.1.2 Small rooms (audio, video and content sharing)

The Trio 8800 can be expanded with a Visual+ module. This module is installed behind
an existing TV display (using HDMI) and turns this display into a Skype presentation
screen.
Figure 14: Trio 8800 as a video device

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Together with the Visual+ module, an HD camera is provided, which can be placed on
the TV display. This camera is used for video conferencing.
For the user, joining a Skype call is as simple as pushing the “join” button on the
touchscreen of the Trio 8800. Any presentation that is shared by any presenter in the
Skype call will be shown on the TV display in the room.
The Realpresence Trio 8800 is controlled in the same way as the Skype for Business
client is controlled, using the same familiar user interface.
3.1.3 Full collaboration rooms

With the Microsoft Intelligent Communications platform, meeting rooms can be
equipped with hardware that transform your meeting rooms in true collaborative
workplaces. This device is called the Microsoft Surface Hub.
Figure 15: Real-World collaboration using Microsoft Surface Hub
Microsoft Surface Hub is an appliance that integrates Windows 10, Office, Skype for
Business and your modern App of choice, into an easy to use productivity tool. It
facilitates all kind of meetings where the power of collaboration is unlocked for the
entire group, whether the group of people is in the same (meeting) room or is spread
out across various locations. A few examples are;
◼ Quarterly Business Review meeting leveraging Business Intelligence tools or Apps

with controls that can be adjusted by your fingertips to present the view you want
to dynamically show and share with the group.

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◼ Facilitates scrum teams to execute their daily stand-up session fully digitized and
to anyone, everywhere as long as they are connected via conferencing.
The integration of your modern App of choice with conferencing through the Surface
Hub provides a unique solution that only Microsoft offers at this time. For a video demo
of the Surface Hub capabilities, we would like to refer to the “Unlock the power of the
group” video at:
https://news.microsoft.com/videos/microsoft-surface-hub-unlock-the-power-of-the-
group/
Figure 16: Unlock the power of the group
3.1.4 Meeting rooms with existing video equipment

If ING wishes to reuse existing video equipment (like the Cisco units) in the Intelligent
Communications platform, our Managed Video Collaboration Service will take care of
this.
The service offers a unique Skype for Business interoperability that we call “Skype
Meeting Access”. Skype Meeting Access (SMA) is an interoperability service that
enables Microsoft® Skype™ for Business, Office 365, Lync® and Microsoft Surface
Hub solutions to work with virtually any other videoconferencing solution available out
there.
With SMA a Skype for Business meeting can be easily joined from any standards based
video system on the Managed Video Collaboration Service with a high-quality
experience.
The Skype for Business user just schedules the meeting from Outlook via the standard
“New Skype Meeting” button and invites the people and/or resources to the meeting.
Nothing special is required from the user.

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Figure 17: Schedule a meeting via Outlook
Joining the Skype meeting can be done by pressing the “Join Meeting” button on the
touch screen of the existing Cisco room systems.
Figure 18: One button to join the meeting
External users on video can also join the Skype Meeting by dialing a predefined URI
for example skype@ing.com and entering the Skype Conference ID from the invite.
The Skype Meeting Access service also includes:
◼ Two-way content sharing to/from Skype for Business to video system.
◼ Drag and drop support from Skype for Business user interface.
◼ Point to point calling to/from Skype for Business to video system.
◼ High Quality video experience
Since the lack of simple and intuitive interoperability between Skype conferencing and
the Cisco video units is an important source of user unhappiness in ING, implementing
the Skype Meeting Access could be a “quick win”
Users will directly benefit from the ease of use scheduling and joining a meeting from
using the “one button” solution.
3.1.5 Phones
Whilst the main target of this project will be to ultimately replace all hardphones for
Skype for Business or Teams clients, there will always be a need for a limited amount
of hardware phones. This can be an employee that still prefers a “real” phone on his
desk, as well as “common-area” phones.

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We work with two major providers of SIP phones, Polycom and Audiocodes. For ING
we propose the Audiocodes line of SIP phones because they do provide the most
efficient solution for this project.
Table 1: Audiocodes IP phones
Audiocodes The 405HD IP Phone is an entry-level enterprise IP phone
405HD designed to offer the essential everyday features that the
modern business environment demands.
◼ Graphical, backlit multi-lingual LCD (132 X 64)
◼ programmable soft keys
◼ AudioCodes Auto-provisioning
◼ GbE support (optional)
◼ Full SIP protocol support with extensive

interoperability
◼ Robust security mechanisms
◼ Power over Ethernet (PoE)
◼ Multiple language support
◼ Integration with voice quality monitoring
◼ Full duplex speakerphone and headset

connectivity
Audiocodes The 420HD SIP IP Phone is a high-definition IP phone,

420HD offering cutting-edge technology, high voice quality and a
sleek and modern design, all at an affordable price.
◼ 2 line, 2 concurrent calls per line
◼ Graphic multi-lingual LCD (128 X 48)
◼ 4 programmable soft keys
◼ High voice quality
◼ Support for SILK codec (GbE versions only)
◼ Full duplex speaker phone
◼ PoE
◼ Out of the box global redirection server

support
◼ Multi-language user interface

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Audiocodes The 440HD IP Phone is an advanced, mid-range enterprise

440HD IP phone. The 440HD includes a dedicated LCD screen
displaying contacts and their presence.
◼ 6 line, 2 concurrent calls per line
◼ Graphic multi-lingual LCD (256 X 128)
◼ 6 multi-function keys
◼ 4 programmable soft keys
◼ 12 programmable speed dial keys with

presence monitoring on a dedicated LCD
(376 X 60)
◼ GbE Support
◼ USB headset support
◼ High voice quality
◼ Support for SILK codec (GbE versions only)
◼ Full duplex speaker phone
◼ PoE
◼ Out of the box global redirection server

support
◼ Multi-language user interface
3.1.6 Headsets
One of the key factors in ensuring a great user experience when it comes to audio- and
video calls is the use of appropriate hardware. One of the most important elements in
the audio chain is the headset of the user. We frequently see people attending Skype
for Business calls using the earbuds that are provided with their mobile phone, or their
PC internal speakers and microphone. While this may work for that particular user, it
has quite a negative impact on the experience for the other participants in the call.
For this reason, we always advise the use of Skype certified headsets and
speakerphones. Microsoft has certified several manufacturers as headset providers for
Skype and we work with Plantronics and Jabra on a regular basis. We have understood
that the Jabra line of headsets has been chosen by other departments in ING and we
also have great experiences with Jabra, both in our own organisation and with other
customers. Therefore, we have included the pricing and description of a range of Jabra Commented [BD4]: Is this true???Please check
headsets in this proposal. Depending on the requirements / use case of the user, ING Commented [FdJ5]: Yes, Twillio and some other
can select the appropriate device from the catalogue. departments use Jabra exclusively and ING has recently
“donated” their stock of 5000 Plantronics headsets to a good
cause. This has been confirmed by ING as well

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Table 2: Jabra headsets and speakers

Evolve 40 Jabra EVOLVE" 40 is a professional headset built for style
Mono and comfort with premium noise cancelling technology.
Suitable for voice and music it gives the option to hide the
microphone in to the headband and a busy light indicator to
signal user availability to colleagues.
▪ Made for voice and music
▪ Passive noise cancellation
▪ Discrete boom arm
Smartphone & Tablet Ready
Evolve 40 Jabra EVOLVE" 40 is a professional headset built for style
Stereo and comfort with premium noise cancelling technology.
Suitable for voice and music it gives the option to hide the
microphone in to the headband and a busy light indicator to
signal user availability to colleagues.
▪ Made for voice and music
▪ Discrete boom arm
Smartphone & Tablet Ready
Evolve 65 Jabra EVOLVE" 65 is a Bluetooth headset with NFC-
Mono technology giving you the freedom to easily connect to a
mobile, softphone or tablet. Designed for voice and music it
features an option to integrate the microphone in to the
headband and premium noise cancellation.
▪ Smartphone & Tablet Ready
▪ Up to 30 meters/100 feet Bluetooth range

Stereo technology giving you the freedom to easily connect to a

Stereo technology giving you the freedom to easily connect to a Commented [BD6]: Needs some other pictures and words
▪ Active noise cancellation
▪ Connects to two devices simultaneously
▪ Microsoft Open Office Space certified

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Pro 9460 mono ▪ Up to 150m/450ft range with DECT CAT-iq technology

▪ Up to 10 hours talk time
▪ Noise cancelling microphone
▪ Wideband (desk phone & softphone)
▪ Jabra SafeTone™
▪ Call merging and call on hold/parking for both connections
▪ Dial pad on touch screen for supported softphones*
▪ Free software upgrades available via Jabra PC Suite
▪ Call control via PC keyboard or PC call manager*
Pro 9460 duo ▪ Up to 150m/450ft range with DECT CAT-iq technology
▪ Up to 10 hours talk time
▪ Noise cancelling microphone
▪ Wideband (desk phone & softphone)
▪ Jabra SafeTone™
▪ Call merging and call on hold/parking for both connections
▪ Dial pad on touch screen for supported softphones*
▪ Free software upgrades available via Jabra PC Suite
▪ Call control via PC keyboard or PC call manager*
Speak 410 Jabra Speak" 410 is a compact USB personal speakerphone
for conference calls anytime, anywhere on your softphone.
▪ Conference calling on the move
▪ 360 degree in-the-room sound quality
▪ Call answer/end, mute and volume control
Speak 510 Jabra Speak" 510+ is a compact USB and Bluetooth

personal speakerphone for wireless conference calls
anytime, anywhere on your mobile, softphone or tablet.
Speak 710 Jabra Speak" 710+ is a compact USB and Bluetooth

personal speakerphone for wireless conference calls and
music anytime, anywhere on your mobile, softphone or
tablet.
▪ Pair two Speak 710+ units for larger meeting rooms or
stereo music; up to 12 persons
▪ Integration with Apple Siri and Microsoft Cortana

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4 User Adoption
4.1 Our approach
The main reason for deploying new technology in an organisation is to obtain
efficiencies that cannot be obtained in other ways. For this to happen, it is important
that these technologies are deployed in such a way that they benefit the organisation
and that the users are motivated, willing and able to make use of the new technology
in the most effective way.
For this reason, we offer our User Adoption and Change Management services with
every Unified Communications service. This program has been developed by Orange
Business Services several years ago and has been used internally for several digital
transformation projects like: a new enterprise social network (Plazza), a new CRM
system (Samba), a social learning platform (Orange Academy) and a new sales
workspace (Salsa). It has also helped other customers in obtaining great user adoption Commented [BD7]: Can we mention the names of other
rates for their Unified Communications project. customers and how successful it was. Then this part can be
cross referenced in answer doc 7 (open questions), question
When we offer the User Adoption and Change Management program in conjunction 23
with a Skype (or Teams) service, we align our program with the Microsoft Skype
Operations Framework (SOF). This guarantees that all participants in the project will
recognise the different elements of the program.
We apply the following methodology which, as we learned from our experience,

ensures the best results when it comes to user adoption.
Figure 19 : Our 5 steps methodology to manage change

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RFP GECCO
The scope of the user adoption program is limited to the Unified Communications
service as described in this proposal and is built up using building blocks for the
separate tasks. While it is possible to split the responsibilities for the several tasks
between ING and Orange Business Services, for this proposal we have considered all
building blocks to be provided by us.
Figure 20 : building blocks for the User Adoption / Change Management Program
4.1.1 Before the project

Before we can start deploying the new service, we will assess the impact on users and
the organisation. A few specific ING topics of interest in relation to this project are:
◼ Which users / entities cannot be migrated to the public cloud
◼ What is the status of the Office365 / Exchange Online deployment
◼ Which compliance rules need to be enforced on which users/entity
We will also assess the expectations of the users as described in chapter 4.3.
With this input we will conduct a gap analysis and we will work together with ING to
define a communication strategy and the relevant communication materials.
We will also define a training strategy and set up the relevant trainings, so they are
ready to be used.
4.1.2 During the roll out

During the roll out we will coordinate all communications to the users and the user
groups. We will be hosting trainings and “ask the expert” sessions.
On key moments of migrations, such as telephony migration, we will provide “floor

walking” or day 1 user support to make sure everybody is able to use the service and
nobody feels uncomfortable with the new service.

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RFP GECCO
4.1.3 After the roll out

At the end of each major phase of the roll out of the service, a local project team review
will be performed in order to provide the ING team with feedback and
recommendations for the next steps of the project. This will feed the continuous
improvement process to ensure that the initial target is achieved.
We also seek feedback from the users about the project and the service. We will work
with ING to determine the best mechanism for this. We believe this feedback is critical
in the communication as it enables users to express themselves, to provide feedbacks
and suggestions for improvements. Giving voice to local teams and end users is a great
opportunity to clear the air and to build a trusting relationship in the company.
4.2 Governance
Our User Adoption and Change Management consultant(s) will work directly with the
WPS squad of ING.
4.3 Communication
User Adoption and User Experience go hand in hand. If users are satisfied with the
services, they will use it more often. If they are fans of the service, they will encourage
others to use the service as well, creating an even higher adoption ratio.
In our experience, creating a great User Experience is all about meeting and
exceeding the user’s expectations.
Figure 21: 4 steps to a great user experience
Therefore, we put a strong focus on communications with the users. This is depicted
in Figure 21. We recognise 4 phases in the user communications.

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RFP GECCO
Getting
This is where we strive to understand the expectations that the users have of the new
service. We do this by conducting surveys with user groups. We will create user groups
together with you. Our aim is to get a good representation of users in the different
functional areas of ING. The user groups will also be involved in usability studies / proof
of concepts or early releases of features, so we can collect their feedback before we
expose the full user population.
Setting
After the “getting cycle”, we know what the users are expecting from the new service.
We then will work together with the WPS squad on determining which expectations we
can and will meet and in which timeframe. We communicate to the users what they
can expect and when. We also communicate what will be coming further down the line.
Our credo towards the users is: “no surprises”. Each user should be fully aware on
what will be happening, when it will be happening, what is expected from him and
where he can get help if needed. We will use the user groups to test the
communications as well. We want to make sure all communications toward the user
population is clear, complete and concise.
Meeting
When we deploy a new service or a new feature set, we make sure we do it in such a
way that it meets the expectations of the users. We will actively search for feedback
from the users (via their representation in the user groups and via their NPS) and will
consider a deployment successful only when we have reached the defined threshold
of User Satisfaction
Exceeding
We will constantly strive to exceed the user expectations by adding new features when
they become available and are stable. It is our aim to provide the WOW factor to the
Intelligent Communications system for ING. This element will be the most challenging
part, since an outstanding performance today, will become the standard for tomorrow.
It is however covered in the requirement from ING to obtain and increasing NPS for
every cycle
The above mentioned “expectations-cycle” is a recurring process which will lead to a

continually increasing user satisfaction.
For the communications towards the users, we have several mechanisms in place:
4.3.1 Banners / Posters

Large Unified Communications projects can have quite some impact on the users in
an organisation. It is important to make everybody in the organisation aware of the
upcoming project and the changes it will bring to their organisation and the individual.

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RFP GECCO
We use banners or poster which can be placed in the buildings of ING, informing the
users of the project and show them where they can find more information. We aim to
use a consistent look and feel of all communications around the project. This creates
a “buzz” around the project and makes it easier for the users to relate all different
communications.
Figure 22: Example of poster from a previous campaign
Posters and Banners can be designed and printed by us, but we usually work together
with the communications / marketing departments of our customers.
4.3.2 Narrowcasting
Most companies have some form of digital signage or narrowcasting nowadays. We
will provide content in the form of images, animations or videos that van be placed on
the narrowcasting system to inform the user of the upcoming project or changes to
their office.
4.3.3 Email
Where Banners, Posters and Narrowcasting are used for communications towards the
users on the overall project, or changes to their site infrastructure, we also need to

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RFP GECCO
inform users on changes that are specific to them. This is where email communications
come in.
We usually use a 3-stage email approach:
◼ Are you ready? In this email we explain the upcoming change and what the user
can do to prepare. We will share links to trainings (if needed) and to the resources
like FAQ, Quick Reference Guides and “experts”. This type of email is usually sent
two weeks before the change.
◼ Get Set In this email we communicate the exact date of the change and the process
of the change (if any). It describes which steps the user should take (if any) and what
the outcome will be. It will also point once again to the resources (like FAQ, Quick
Reference Guides, etc) and “experts”. This type of email goes out approximately 3
days before the change.
◼ Go! This mail is sent out around the moment of change. It reiterates what the change
is about and what the process is for the user to complete the change. It will also
point once again to the resources (like FAQ, Quick Reference Guides, etc) and
“experts”
4.3.4 TrainMe
In most User Adoption and Change Management programs, email is still the commonly
used communications method to alert individual users to upcoming features and
trainings. With the TrainMe application (powered by Modality), we can push
notifications to users, or groups of users, to inform them on new training content. The
features of the TrainMe application are:
◼ Uses the Skype for Business client to deliver training content directly to the end
user, without the need for a group training session.
◼ Videos are viewed through the Skype for Business instant message conversation.
◼ Instant message reminders to view unwatched training.
◼ User in control of when they consume training.
◼ Supports WMV and MP4 Video.
◼ Reporting facility to monitor usage.

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RFP GECCO
Figure 23: TrainMe invites users to a trainin video
4.3.5 AlertMe
Like the TrainMe application, we also provide the AlertMe application. This application
can be used to push alerts in the form of text, pictures and links and can be used to
trigger the user to follow a training on the Orange Digital Academy, or visit a specific
webpage. The features of the AlertMe application are:
◼ Alerts are sent out to users via instant messages in Skype for Business.
◼ Alerts are delivered when users become available.
◼ Messages can contain text, pictures and web links.
◼ Alerts can be scheduled for future dates and can also be set to expire.

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RFP GECCO
Figure 24: AlertMe invites users to any website / URL
4.3.6 SkypeHelp
SkypeHelp (powered by Modality) is a dedicated Skype for Business 1st line “How to”
service that can be used by ING employees when they require help or guidance in the
use of Skype for Business, using the following clients:
◼ Skype for Business Windows Client.
◼ Skype for Business MAC Client.
◼ Skype for Business Mobile Clients.
When the correct Teams API’s become available from Microsoft, the SkypeHelp
service will become a Teams services as well. (Expected beginning of 2018)
Figure 25: SkypeHelp

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RFP GECCO
In addition to the dedicated help service, the SkypeHelp service can also be used to
identify and schedule the automatic delivery of Skype for Business functional ‘how do
I’ videos via the users’ Skype for Business client. This training content can be
scheduled to be delivered based on a user’s ‘presence’ as well as being accessed on
an ad-hoc basis.
Accessing the Service
The ING employees can contact SkypeHelp via:
◼ Telephone.
◼ Email.
◼ SkypeHelp IM.
Telephone
We will provide ING with a dedicated phone number for the SkypeHelp Hotline. Any
incoming calls will be routed to an agent that is skilled in Skype for Business and knows
about the ING specifics in this area. If a call of a technical nature is received, the user
will be advised to contact Central IT Support. It is possible to have the SkypeHelp
agent perform a “warm transfer” to the IT support desk.
Email
We will provide ING with a dedicated SkypeHelp email address which can be used to
contact the service.
SkypeHelp IM
SkypeHelp IM is an application (powered by Modality) based upon Microsoft Skype for

Business API’s that allows users to instant message (IM) Skype help directly from their
Skype for Business clients. Dedicated agents sit behind the SkypeHelp service and will
respond to a user’s request for assistance. Following the initial contact via IM, the
request for assistance can quickly be escalated to an audio or video call, and also
provides desktop sharing functionality.
Customers are able to access the SkypeHelp service via a SkypeHelp contact in their
Skype for Business ‘Favorites’ folder.
4.4 Training
An important element of any User Adoption program is the training of the users. A
proper training program, tailored to the users’ needs, helps them reap the maximum
benefits out of the new Intelligent Communications platform.
4.4.1 Types of training

We distinguish several different types of training:
◼ Onboarding training

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RFP GECCO
When users are migrated to a new service, or a specific workload for them is migrated
from one system to another (e.g. phone migration to Skype), we always advise to use
a form of onboarding training. This type of training will describe all relevant features
and how they relate to the everyday life of the users. It will give the user an overview of
the new service, as well as information on where to get additional information or help.
◼ Update training
During the lifecycle of the Intelligent Communications service, features will be added
or enhanced continually. Users will need to learn what these features are used for and
how to get the most benefit out of them. We provide updates in the form of “what’s
new” trainings.
◼ Recurring training
After deployment of a certain service or feature, and the appropriate training, users will
still have a need every now and then to have a training on a certain feature or topic. A
user may remember that the service provides a certain feature, but has forgotten how
to use it properly. We have short video animations available for this purpose. These
videos explain a feature in approximately 2-3 minutes.
When our user adoption reporting shows that a user is consistently (not) using a certain
feature, or using it wrong, we can trigger an advice for a specific training video to this
user.
4.4.2 Training platform

As a training platform, we offer the Orange Digital Academy.
The Orange Digital Academy is a powerful e-learning platform, specifically built to

facilitate and coordinate training and drive User Adoption.
The Orange Digital Academy is prepopulated with over 450 Training Video’s and use
cases, not only for Skype for Business, but for other parts of the Microsoft Office suite
as well. The platform also provides scheduled training sessions with full live trainer
interaction.
Training can be self-paced or automatically scheduled for the users. The platform
harnesses Artificial Intelligence, analysing the user’s previous experience, suggesting
a unique learning path for each user. The learning paths can be customised by job role,
software product or subject.

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RFP GECCO
Figure 26: The Orange Academy Training Portal
The Orange Digital Academy is structured around:
◼ Tutorials
Tutorials are short videos of maximum 5 minutes that deal with specific features and
topics around the Skype for Business and Teams service. Users can search for tutorials
based on type of software, job role or subject. This is also the type of tutorial we will
push via the TrainMe tool.
Tutorials are available in English and French as standard languages. Other languages
can be provided on request. If required, the standard videos can be subtitled in Dutch.

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Figure 27: Orange Digital Academy | Skype Tutorials example
◼ Use case scenarios
Use Case scenarios describe specific use cases that users will come across in their
daily work. Instead of focusing on a set of features, they will focus on getting a task
done. Use Case scenarios can be built specifically for ING to reflect the typical
challenges that ING employees may face.

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RFP GECCO
Figure 28: Orange Digital Academy | Skype Use Case Scenarios example
◼ Courses
The Orange Digital Academy provides Instructor-Led web training. These are truly
interactive trainings in which a student does not just listen to a trainer, but can ask
questions on his specific case as well. A user can request a training session or select
training in his language / time zone from the “upcoming sessions” list.

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RFP GECCO
Figure 29: Orange Digital Academy | Skype Course example
◼ Learning paths
For onboarding of users, the Orange Digital Academy provides “learning paths”. This
is a group of tutorials, use cases and courses that make sure the user is completely
trained on a new service. The Orange Digital Academy keeps track of the users’
progress and will report on the completion status of these trainings.

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RFP GECCO
Figure 30: Orange Digital Academy | Skype Learning Path example

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RFP GECCO
4.5 ING branding

The Orange Digital Academy will be customized to have a real ING “look and feel”.
Even though the Orange Digital Academy is a SaaS service, we can use a ING URL to
gain access to the platform. User authentication will be done via SSO and can be
integrated with the ING Active Directory.
The Orange Digital Academy is prepopulated with over 450 training videos. These
videos are not ING specific, but will cover all the standard elements of the
Skype/Teams service. The “standard” videos will be automatically replaced by new
ones at no additional cost, when new features become available in Skype for Business
/ Teams.
Next to the standard videos, we can create and upload ING specific videos and
trainings. This can be videos in which ING management explains the importance and
benefits of the new Intelligent Communications, as well as (for example) job specific
trainings.
4.6 Reporting
The Orange Digital Academy provides reporting which is accessible in real-time
through an admin account that will be specifically activated for this. This admin account
gives access to:
◼ A general dashboard that will allow you to follow up the number of users registered
to the training sessions, most viewed resources and activity on the platform in
general.
◼ A detailed dashboard on the use of the platform, user per user (list of received
communications, list of viewed videos, visited pages (categorised by type of pages),
list of badges and points received if gamification is activated).
◼ A dashboard of the resources accessed (courses, tutorials, use case videos), as

well as the top 10 most seen video resources.
◼ A dashboard on the training sessions delivered through web conference, including:
◼ Number of users trained (present).
◼ Number of users registered.
◼ Number of sessions delivered.
◼ Training sessions registration rate (registrations).
◼ Training sessions attendance rate (presence).
Users who have cancelled their registration (and cancellation date) are traced in the
platform, and visible only in the extracts.

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RFP GECCO
Figure 31: Orange Digital Academy reporting


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Response to

30th October 2017

30th October 2017 2 of 43

2 User Experience (UX) ........................................................................................... 6

3 The meeting room experience .......................................................................... 16

4 User Adoption .................................................................................................... 27

30th October 2017 3 of 43

Figure 21: 4 steps to a great user experience ....................................................................................... 29

30th October 2017 4 of 43

◼ Similar features to the technology they have at home.

◼ “Always on” (so any place, any time, any device).

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2 User Experience (UX)

2.2 Intelligent communications

First, we will describe how we envisage how the Intelligent Communications

30th October 2017 6 of 43

Figure 2: the new Microsoft Teams experience

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2.3 The user interface.

2.3.1 Mobile is the new norm

2.4 Skype for Business

2.4.1 Instant Messaging (IM/Chat) and presence

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2.4.3 Audio-, Video- and Webconferencing

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Figure 5: Skype for Business Whiteboarding

2.4.5 Anywhere, Anytime, Any Device

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2.5 Microsoft Teams

2.5.1 Chat for today’s teams

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2.5.2 A hub for teamwork

2.5.3 Customizable for each team

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Figure 9: Tracking progress with the Planner

2.5.4 Security teams trust

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Figure 10: Share files and documents with the team

2.5.5 Anywhere, Anytime, Any Device

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3 The meeting room experience

3.1.1 Small rooms (audio only)

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Figure 11: Polycom Realpresence Trio

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Figure 12: Familiar Skype interface

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Figure 13: One button to join the meeting

3.1.2 Small rooms (audio, video and content sharing)

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3.1.3 Full collaboration rooms

◼ Quarterly Business Review meeting leveraging Business Intelligence tools or Apps

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3.1.4 Meeting rooms with existing video equipment

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Figure 17: Schedule a meeting via Outlook

The Skype Meeting Access service also includes:

◼ Two-way content sharing to/from Skype for Business to video system.

◼ Point to point calling to/from Skype for Business to video system.

◼ High Quality video experience

30th October 2017 22 of 43

◼ Graphical, backlit multi-lingual LCD (132 X 64)