Meeting this challenge set the stage for our remote workforce transformation. We then had to establish guidelines for how employees interacted with customers and each other. So we had to deliver hand sanitizer and disinfecting wipes to thousands of retail locations and customer care centers. One of our earliest problems was that we simply lacked enough cleaning supplies to keep our workplaces safe. Each customer care center, retail store, data center, switching office, network operations center, field operations unit, regional business office and our corporate headquarters has unique workforces, environments and risk profiles all of which complicated our approach to a holistic WFH transition. We had to make work-from-home (WFH) a reality. So, we rewrote those plans in the moment.
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Pandemic preparedness was already in our business continuity plans, but those plans focused on how to deal with mass absenteeism, not a complete shutdown of society. We anticipated that we would need to close down headquarters and other work facilities, and knew we needed to map out a nationwide work-from-home plan. How did it spread? Are workplaces an issue? How likely is it to spread further? In the very earliest days, all we really knew was gatherings were not recommended, the words "social distancing" became a thing, and more and more cities around the country were expected to also become hotspots. So how did we do it? First, we needed to get smart about the virus itself. Because of the hard work and collaboration of all our team members – from engineering to customer care to retail – that pivot took place in just about two weeks. Even with scarce information and unknown factors at play, we had to determine how to rapidly pivot our teams to achieve this. T-Mobile’s number one priority was to deliver our customers the service they were depending on, while also prioritizing the health and safety of our employees during this highly contagious pandemic. Connectivity is integral – and even more so during a crisis when social distancing guidelines are in place.
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