Actavo was contracted to deliver a Fibre to the Home network throughout Trinidad & Tobago, Barbados, the British Virgin Islands, Guyana and The Cayman Islands on behalf it client Digicel. To date Actavo has completed over 265,000 installations across the region.
Scope of Works
- End-to-end customer connections
- Fibre connections to customers (residential & SMEs)
- Fibre splicing and cabling
- In-Home CPE installations and provisioning
- Smart home installations including cameras, floodlights, smart switches etc.
- Customer education
- Service calls and fault finding
- Dispatch and scheduling
- Order management
- CPE collection and refurbishment
- Warehouse and logistics management
- Project management
- Live support
- Back-office support
Services Delivered
Barbados
50,000+ Installations completed since 2015
Trinidad & Tobago
210,000+ Installations completed since 2015
British Virgin Islands
2,000+ Installations completed since Dec 2021
Guyana
1,600+ Installations completed since 2022
Cayman Islands
1,600+ Installations completed since 2022
Key successes
- Outstanding KPI performance, for example Estimated Time of Arrival compliance and fault restoration
- Ability to work across the end-to-end supply chain from completion of sale to billing activation
- Cross skilled, adaptable back-office support team able to flex to customer needs
Solutions to challenges
Training & development
Training the local workforce to be able to provide the exceptional customer journey Actavo delivers on behalf of Digicel, required a high level of in-house training and supervision.
Scaling operations
Operations ramped up quickly from the outset to a level never seen before in the Caribbean. Actavo scaled operations quickly, while maintaining exceptional quality standards. Rolling out recruitment events and delivering an extensive training programme for all technicians, upskilling them to become “Actavo Certified Technicians”. The level of service provided is the first of its kind in the Caribbean and sets the standard for In-Home service delivery in the region.
Benefits to client
Best practice
Actavo implemented stringent KPIs to track performance and abides by strict international standards of operations
Experience
Actavo’s experience providing end-to-end FTTH and FTTB network solutions, including project management, logistics and vendor and labour management means the client can be confident of the successful delivery of an exceptional service in a region with no previous expertise in network delivery.
Executive excellence
A governance team was established across the Caribbean to manage the network delivery to a very high level and to keep key stakeholders informed.