Business Quality Management Unified OSS and Transactional Analytics to derive Actionable Insights that Optimise Customer Experience, Opex, Capex and Margin Wednesday Thursday 14 th id January 2015 Iranian Big Data Conference
Jan 16, 2016
Business Quality ManagementUnified OSS and Transactional Analytics to derive
Actionable Insights that Optimise Customer Experience, Opex, Capex and Margin
Wednesday Thursday 14th id January 2015
Iranian Big Data Conference
Commercial in Confidence
SolutionSolution
StandardsStandards
Lessons LearntLessons Learnt
Agenda
Business ChallengeBusiness Challenge
2
IntroductionIntroduction
Commercial in Confidence
SolutionSolution
StandardsStandards
Lessons LearntLessons Learnt
Business ChallengeBusiness Challenge
3
IntroductionIntroduction
Agenda
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Market leading operational
management systems for networks
Deep industry 20 year experience
founded in 1994 with global presence
Deployed at more than 40 CSPs
globally, managing over 500M
subscribers
Only independent ISP on the Gartner Magic Quadrant for
OSS
Market leadership through extended
global reach
Scalability Measure Largest in
Operation
Subscriber 120 Million
Network Elements 200,000
POPs 8,000
Concurrent Users 1500
Orders/Day 100,000
Events/Hour 4 Million
Activations/Hour 30,000
Alarms/Day 2 Million
Fault Tickets/Day 5,000
Performance
records/Day
589,000
Performance
Metrics/Day
17 Million
4
2010 Frost & Sullivan OSS Vendor of the Year
2011 Frost and Sullivan Global Technology Innovation Award
2012 Gartner OSS Magic Quadrant - Visionary
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The Clarity Vision
To make the Operational Management of Complex Infrastructure simple, becoming the orchestration engine of smart society
5
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Ericsson Huawei NSN ZTE
MultipleNetworkElements
OperationsTeam
Customer
AlarmsPerformance
SLAs
Typical operator environment
6
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Ericsson Huawei NSN ZTE
Network
Operations
Customer
Automation through OSS Optimisation through Transactional Analytics to empower Market Innovation
Mediation Module
Messaging Bus
Workflow
Real TimeEngineSingle Database
Physical InventoryLogical Inventory
ServiceCustomer
Eng. & Planning Apps Fulfilment AppsAssurance Apps
Self Care
OM Unified Catalog Revenue Mgmt
3G/3G LTE
GSMPSTN IP
Network
Radio AccessADSL
Music, VideoContent Delivery
Voice/Video Calling
Guardian/Blog
Video MMS
Video Mail BoxIPTV
Mobile Office Voice CMM & WPABX
Voice and Video Conferencing
One phone
Multimedia Conferencing
ProcessStaff
Transactions
Automate Network
Optimise Business
Innovate Market
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Automation Optimisation Innovation Systems
• Smart Apps to simplify life• Powered by Data and
Automated InfrastructureInnovation
• Big Data Analytics• Machine learning
Optimisation
• Unified Operational Management
• Orchestration of elements to deliver Service
Automation
Commercial in ConfidencePage 9
Adaptive Analytics
Predictive Analytics
Reporting
Data Management (including data migration, data quality, data
modeling)
Real Time Insight
Real Time Action: What do I do?
Can I learn?
What will Happen?
Why did it Happen
What was the Impact
What Happened
BI
Big Data Real Time Analytics
Complement static “rear view mirror” BI Reporting with real-time analytics of data from existing and new sources of internal and external
data, private and public sector, local and international, to deliver live machine learning calculations to optimise Business Outcomes
Decision Intelligence
Opportunity to Optimize the Business
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Superior customer experience depends on “end-to-end” performance
10
ServicesThird-party provided
Consumer DevicesEnd-user-owned
NetworkService provider-owned
“New Netw ork” M anagem ent Dom ain
Develop a 360°view of the end-to-end business flow
“New Network” Management DomainDevelop a 360°view of the end-to-end business flow
Traditional Network Management Domain
Further optimize network efficiency
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Big Data - Volume, Velocity, Variety and Value of Massive Data (Transactional Analytics)
11
Actionable Insights
• Lower Opex• Lower Capex• Lower Churn• Increase Margin• Customer Experience
Unstructured Data
From 100’s Tera to Petabytes
Real Time 10’sB Trans/day
10’s T byte/day
3 Zetta Bytes of Data => 3 Trillion Gigabytes => 0.5% Analyzed = 25% has value
Data Scientist
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Next Generation Smart Networks
The Challenge - Optimising the Innovation Factory Optimise Capex, Opex and Revenue
Concept to
Launch
SellManage product portfolioSupport a supply-chain
Track ordersKeep the customer informed
Plan to
Operate
BuildOptimise Roll-OutManage Estates
Track AssetsMaintain Assets
Lead to
Cash
FulfilManage assignments
Map address to networkManage capacityAssign field-work
Trouble to
Resolve
AssureManage faults and tickets
Manage SLAsAssess impacts
Fix problems
Simplifying Operations
Operational Efficiency
Customer ExperienceNetwork Productivity
Increase Loyalty
Reduce OPEX
Reduce CAPEX
Contextual Innovation
Increase RevenueMargin
12
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Reactive
NQM to Business Quality Management
Customers inform Operator of network issues
Multiple Systems with poor data quality
Typified by ‘best effort’ approach to restoration ; fire-fighting
13
Network Aware(NQM)
Service Aware(SQM)
Customer Aware(CEM)
Network is modelled; all alarms and key performance data is collected
Key restoration processes are defined – and followed !
Network faults are discovered by operations
Clear visualisation of performance of Services
Network Monitoring enriched with Transactional Monitoring Real time contextual data. Service s are Performance Managed
Dashboards provide visualisations of key KPIs
Customer Care aware of problems before customer
Customer SLAs
Capital Efficiency
Customer Satisfaction
Operational Efficiency
Network Effectiveness
Business Aware(BQM)
BalancedScorecard
across business
Clarity Service Assurance Maturity Model
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Deriving CEM from Transactional Analytics
14
Consu
mer
Experi
en
ce
Serv
ice E
xperi
ence
Cust
om
er
V
isio
n Pass
ive P
robe
Measu
rem
en
ts
Call Set Up Call Success Rate Location UpdateShort Call RatioHandover success RatioAttach FailuresRound TripAuthentication FailureResponse TimeBBM deliveredFacebook opening page Round trip timeResponse delays,ThroughputMean Data Rate, Wrong APN settingsPDP session failures-
Fast ThroughputResponse timeStable Data AvailabilitySuccess RateStay ConnectedSet up EaseClarityReliableIndoor Coverage
SpeedQualityCoverage
UsableEmpoweringAffordable
Meaningful
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SolutionSolution
StandardsStandards
Lessons LearntLessons Learnt
Business OpportunityBusiness Opportunity
15
IntroductionIntroduction
Agenda
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The Big Picture
Population
> 7 Billion People
Mobile
Connections
>5 billion
Smartphones 1.6B
Desktops 743m
Laptops 790m
Tablets 439m
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Telecommunications Evolution
1990’s 2000’s 2010’s1980’s1960’s1940’s1900’s 2014
Mobile Phone
Landlines
SMS
3G WAP
Telex Fax
4G
Mainframe
Computer
Mini
Computer
Personal
ComputerDesktop
Internet
Mobile
Broadband
Smart Phones
TabletsM2M
Internet, Computing, Mobile Convergence
Laptop
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Mobile Data Trends
Source: Cisco VNI Mobile, 2014
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Customer Experience Lifecycle
Buy
Use
Share
Be Aware
Interact
Choose
Consume
Manage
Pay
Renew
Recommend
Leave
Observe
Learn
React
Request Detail
Reserve
Select Product
Place Order
Receive
Use
Review Usage
Evaluate Value
Manage Service
Receive Help Receive
ResolutionReceive
Notification
Verify or Dispute
Top-Up/Pay
Enhance Selection
Renew Contract
Refer Product
Gain Loyalty
Feedback
Discontinue
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What do Customers Expect?
Content
services work
App Availability
-
Responsiveness
YouTube Streaming
Call Setup
FailurePrepaid Reload
Device
Performance
Calls don’t drop when
driving/train
Use service anywhere
Correct Billing
Generally services work as expected
Roaming service works. At right price!
Good Customer Care
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Failure to meet Customers expectations
Not an Option!!
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Understanding a Customers ExperienceBuild detailed profiles for all customers based on their interactions and
service
Maintain long term historical profile related
information
Use analytical models to evaluate and track
customer experience over time
Build models to predict churn behaviour
Profile everyone !
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Transactional Analytics – Key Business Drivers – Needle Movers
Unified Clarity
Capability
LOWER COST• Licence Fees • Training • Maintenance• Hardware• Joint Capital Annual Network
Investment• Utility Costs – Power, Aircon• Process, Model Reusability• Data Synchronisation
BETTER CUSTOMER EXPERIENCE
• Unified Customer Profile• Automated Self Serve, and
Fulfil for Bundle• End-End Quality Management• Rapid Response to Customer
Behaviour• Better QoS• Better SLA Management
MARKET INNOVATION LEADERSHIP
• Empower Brand Equity• Improve Customer Retention
• Reduced Concept to Launch times
• Innovation Enabler
HIGHER REVENUE• Time to Market Convergent
Services• Single point of Definition and
Fulfilment• Customer Protection• Leveraged Customer
Acquisition• Bundle SLA on Convergent
Services• Rebate Savings
OPERATIONAL EFFICIENCY
• Single Source of Truth across PLDT SMART
• Consolidated Field Force • Consolidated NOC/SOC around
Service• Higher Subscriber to Staff
Ratios• Convergent Processes• Consistent Business metric
Measurement• Single Correlated View Ref: Yankee, Gartner and OSS Observer Reports
BETTER OPERATIONAL EFFICIENCY20% - 50%
OPEX SAVING
LOWER IMPLEMENTATION
AND SUPPORT COST 20%-30%
HIGHER CROSS REVENUE
5% -20%
BETTER CUSTOMER
EXPERIENCELOWER CHURN
5%- 10%
MARKET INNOVATION
ENABLER
MARKET LEADER
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Key Needle Movers for the Industry
• Reduce Cost• Increase Revenue• Innovate• Automate• Build Loyalty
24
Reduced MTTR
Reduced MTTP
Reduced Cap Ex
Reduced Op Ex
Reduced RevenueLeakage
Reduced TCO
Reduced Time-to-Revenue
Increased QoS
Reduced MTBF
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NPS – Lifetime Economics - Promoters Stay Longer, Cost less to serve and are x4 more valuable7% of Customers create 40% of revenue
25
Reference: Mukul Agrawal , Optus 2012; ARPU $59
10% more Promoters gives Optus $629m in lifetime profit of existing 2m subscribers @
ARPU $59
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SolutionSolution
StandardsStandards
Lessons LearntLessons Learnt
Agenda
Business ChallengeBusiness Challenge
26
IntroductionIntroduction
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Why build Customer DNA profiles?
Understand Behaviour Characteristics
Clustering Behavioural Classification
Demographics Pattern Matching
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Goals to improve Customer Experience
Profile everyone !
Build detailed profiles for all users of the network –
Celcom & Inbound Roamers
Maintain long term historical profile related
information
Use analytical models to evaluate and track
customer experience
Use analytical models to develop insights for
monetisation
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What we know
Profile
Location
Voice
Data
Handset
Experience
Roaming
Extensions…
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Building a Profile
Daily Service Usage Tracks daily activities of everyone in the Network Captures statistical information on all aspects of service
usage. Mobility, RAT, Location, Direction, Called/Calling
numbers… Long term StorageCustomer Activity Profile Performs details analysis of Daily Service Usage
Information and identifies dominant behavioural patterns Evaluates long term trends Ranks information based on relevance; most frequently
dialled numbers, most frequently visited websites … Identifies geographical patterns, home location, office
locationCustomer Network Experience Index Behavioural model for evaluating customer experience
based on short, mid and long term memory Measures real-time experience and its changes Calculates Perceived experience per day and tracks over
time Evaluates long term experience changes over months and
years
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Customer Network Experience Index
Cus
tom
er I
mpa
ct
Time since event
1h3h
12h Present
• Recent events have a greater bearing on our mood• Bad experience fades from memory over time• It takes 3-5 good events to counter a bad event or it
takes time to forget
Real-time
Short Term
Mid Term
Long Term
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Daily & Long Term Experience
Daily Real-time CEI calculates experience over a sliding
window to include short, mid and long term memory
Point in time calculation throughout a day Perceived experience for a day is calculated,
expectation is that 80% of events should fall into an acceptable positive range
Day to months At the end of each day a Perceived Daily CEI is
calculated These values are retained for months and a further
historical analysis is carried out where short, mid and long term correspond to 5 days, past month, past quarter (or longer)
Long term historical trending of every individuals experience
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Master Profile
Reference
Data
Analytical Models
Daily
Service
Usage
Customer Activity Profile
Customer Experience
Index
Master Profile Provides a common and concise view of every individual in
the network Combines and merges together all the information from
available sources Performs analysis and ranks information across the
sources (e.g. the device in use, MSISDN in use) Evaluates confidence level for information with limited
reliability Provides a platform to build monetisation capabilities Provides a framework to support real time analytics and
complex event processing
Master Profile
Activity Profile
Daily Profile
Raw CDRs
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What can this tell me?
Home Zone
Handset Device Usage statistics
Weekend Zone
Most frequently
called numbers -
Brands
Application Usage
e.g. WhatsApp,
Skype
Churn prediction
based on social
calling patterns,
experience, &
revenue trends
Clustering and segmentation
Favourite Websites
Voice Calls, Numbers Dialled, Calls received
Overall Customer
Satisfaction Level
and evolution
over time
Office Zone
Countries Roamed
to, when and for
how long
Locations visited
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Active and Passive Probes E
2E
Vie
w
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Transactional Monitoring - Using Passive & Active Probes to Tap in Real-Time
36
• 10 – 15 billion xDR/day• 30T/day
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Malaysian Case Study
Best Actions
Big Answers
Big Analysis
Real-Time Data Acquisition
...Social MediaGlobal Markets
Execution Engines Distributed Run-Time
Data Processing
Data Access Layer
Dashboard Framework
In-Memory DatabaseAnalytical Reporting
Data Exploration
Customer Profiling
Behavioral Analytics
Real-Time DataPrivate DataGovernment Data
Data Lake
Analytics Compiler
Modeller Sandbox
Compiler Scheduler
Best Approach
Recommendation Engine
Real-Time Decisions
Incident Prevention
Early Warning SystemMulti Platform Parallel Processing
Data ProcessingAnalytics
Specialised Engines
Data Lake
Real-Time Monitoring
Data Integration
Business Visualisation
Decision Engine
Diagnostic Investigation
Incident Prevention
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INSURGENT
STRATEGY
BIG DATA BA3 FRAMEWORK
BIG ANALYSIS – BIG ANSWERS – BEST
ACTIONS
Best Actions
Big Answers
Big Analysis
Real-Time Data Acquisition
...Social MediaGlobal Markets
Execution Engines Distributed Run-Time
Data Processing
Data Access Layer
Dashboard Framework
In-Memory DatabaseAnalytical Reporting
Data Exploration
Customer Profiling
Behavioral Analytics
Real-Time DataPrivate DataGovernment Data
Data Lake
Analytics Compiler
Modeller Sandbox
Compiler Scheduler
Best Approach
Recommendation Engine
Real-Time Decisions
Incident Prevention
Early Warning System
BIG ANALYSYS
BIG ANSWERS
BEST ACTIONS
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Big Data Customer Experience Management
Cell Ranking based on ARPU
Voice Service Insights
Voice & Data
Service Insights
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Customer InsightsCustomer
Identification
Value Proposition:
• Provide a single customer-centric
view on the usage experience
• Profile the customer
according to his network
behaviour and usage patterns
• Provide location view based on
customer usages and experience
Monitoring Experience
Usage Details
Experience Trending View
Customer Profiling CNEI
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Customer Behavioral Analysis based on Repeated Calls
Collective insights on
repeated call metrics
All connected calls
Calls disrupted due to Setup Failure, Call
Drop, Long Call Setup, Short
Calls
Chains that was disrupted
and not continued
Calls that was disrupted but
redialed
Calls that were not negative and positive
(e.g. no answer)
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• Line graph shows the device ranking from worst device (lowest number) to best device (highest number).
• Device ranking is computed based on network performance and customer segment.
Best performing deviceWorst performing device
Device AnalyticsDevice
Analytical Ranking
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Device AnalyticsDevice Fault
Analysis
Apple iPhone 5s performed
worse than the network
performance
Apple iPhone 5s has a
longer setup time compare to the overall
network
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Big Data Business Optimisation
Marketing Insights Segmentation and monetisation
Geo-spatial Integration of geo-location data Granular subscriber movement
patterns
Number Analysis Identification of Brands from number
analysis
Real-Time Campaign Triggering• Location based advertising (Geo-
fencing)• Events triggers; websites browsed,
numbers dialled, IDD locations called, roaming triggers
Social Media Analytics Integration & analysis of unstructured
data feeds such as Twitter
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SolutionSolution
StandardsStandards
Lessons LearntLessons Learnt
Business OpportunitiesBusiness Opportunities
45
IntroductionIntroduction
Agenda
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Telecom Best Practice Transformation
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Integration Framework
ApplicationsFramework
Market Strategy & PlanMarket Segment
Marketing CampaignCompetitor
Contact/Lead/ProspectSales Statistic Sales Channel
ProductProduct Specification Product Offering
Strategic Product Portfolio Plan Product PerformanceProduct Usage
CustomerCustomer Interaction
Customer OrderCustomer Statistic
Customer ProblemCustomer SLA
Applied Customer Billing RateCustomer Bill Customer Bill Inquiry
Service
Service Specification
Service Applications
Service Configuration
Service Performance
Service Usage
Service Strategy & Plan
Service Trouble Service Test
Resource
Resource Specification
Resource Topology
Resource Configuration
Resource Performance
Resource Usage
Resource Strategy & Plan
Resource Trouble Resource Test
Supplier/Partner
S/P Plan
S/P Interaction
S/P Product
S/P Order
S/P SLA
S/P Problem S/P Bill Inquiry
S/P Statistic S/P Payment
S/P Performance S/P Bill
Revenue Assurance
Party
Location
Business Interaction
PolicyAgreement
UsageRoot
Base Types
Project
Time
Performance
Information Framework
Technology
Information
Applications
Business models and processes
Enterprise EffectivenessManagement
Knowledge & ResearchManagement
Enterprise RiskManagement
Strategic & EnterprisePlanning
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
Strategy, Infrastructure & Product OperationsFulfilment Assurance Billing ProductInfrastructure Readiness Strategy
Customer Relationship Management
Service Management & Operations
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supplier/Partner Relationship ManagementSupply Chain Development & Management
Resource Management & Operations
Enterprise EffectivenessManagement
Knowledge & ResearchManagement
Enterprise RiskManagement
Strategic & EnterprisePlanning
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
Strategy, Infrastructure & Product OperationsFulfilment Assurance Billing ProductInfrastructure Readiness Strategy
Customer Relationship Management
Service Management & Operations
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supplier/Partner Relationship ManagementSupply Chain Development & Management
Resource Management & Operations
Business Processes Framework
TM Forum Frameworx Enterprise Architecture
Aligned with TOGAF, SOA, ITIL, ITU Adopted
Change ManagementPeople
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Integration Framework
ApplicationsFramework
Market Strategy & PlanMarket Segment
Marketing CampaignCompetitor
Contact/Lead/ProspectSales Statistic Sales Channel
ProductProduct Specification Product Offering
Strategic Product Portfolio Plan Product PerformanceProduct Usage
CustomerCustomer Interaction
Customer OrderCustomer Statistic
Customer ProblemCustomer SLA
Applied Customer Billing RateCustomer Bill Customer Bill Inquiry
Service
Service Specification
Service Applications
Service Configuration
Service Performance
Service Usage
Service Strategy & Plan
Service Trouble Service Test
Resource
Resource Specification
Resource Topology
Resource Configuration
Resource Performance
Resource Usage
Resource Strategy & Plan
Resource Trouble Resource Test
Supplier/Partner
S/P Plan
S/P Interaction
S/P Product
S/P Order
S/P SLA
S/P Problem S/P Bill Inquiry
S/P Statistic S/P Payment
S/P Performance S/P Bill
Revenue Assurance
Party
Location
Business Interaction
PolicyAgreement
UsageRoot
Base Types
Project
Time
Performance
Information Framework
Enterprise EffectivenessManagement
Knowledge & ResearchManagement
Enterprise RiskManagement
Strategic & EnterprisePlanning
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
Strategy, Infrastructure & Product OperationsFulfilment Assurance Billing ProductInfrastructure Readiness Strategy
Customer Relationship Management
Service Management & Operations
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supplier/Partner Relationship ManagementSupply Chain Development & Management
Resource Management & Operations
Enterprise EffectivenessManagement
Knowledge & ResearchManagement
Enterprise RiskManagement
Strategic & EnterprisePlanning
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
Strategy, Infrastructure & Product OperationsFulfilment Assurance Billing ProductInfrastructure Readiness Strategy
Customer Relationship Management
Service Management & Operations
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supplier/Partner Relationship ManagementSupply Chain Development & Management
Resource Management & Operations
Business Processes Framework
Aligned with TOGAF, SOA, ITIL
TM Forum Frameworx
Commercial in Confidence49
Whole of Business Management Industry Standards
Organizational Performance
“How” the Business Delivers
Busine
ss O
bjecti
ves
“What” the Business Needs to Deliver to be Successful
Maximize Revenue &
Margin
Maximize Profitability
ContainChurn
MaximizeRevenue
ContainCost
SatisfactoryCustomer
Experience
OperationalEfficiency
Quality Customer Interaction
CompetitivePricing/
Packaging
InnovativeService
Mix
AccurateBilling
ServiceHealth
NetworkHealth
ServicePlatformHealth
Effective Network Capacity
Business Metrics Benchmarking BM1001 V1.5
CEM Metrics GB962-B
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TR193 TMF0066
TM Forum Frameworx and CEMI Standards
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TM Forum Big DataBest Practice
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TM Forum Big data Reference Architecture
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SolutionSolution
StandardsStandards
Lessons LearntLessons Learnt
Business Challenge Business Challenge
53
IntroductionIntroduction
Agenda
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Key Lessons Learnt so far
• Data is Key – 20billion xDRs, 20 T collected daily across 12m subscribers
• Performance – working in high volumes 24/7 is key, design for 100% availability
• Adaptive and Predictive Analytical Algorithms need to be fit for purpose – keep it simple as it needs to work in high volumes and real time. Some sophisticated algorithms are not volume proof at today's technology. Use algorithms wisely
• Clustering algorithms and classification trees are good
• Key is understanding the behaviour of the Network and Customer – create a living DNA of both and then optimise operations and experience to deliver margin
• Use TM Forum Frameworxs as a vehicle to automate CEM process
• It is a journey of discovery – need a flexible big data framework
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Factors to Consider to Automate, Optimize and Innovate
Unifying and Orchestrating People, Process, System and Network• People - Core Accelerant People to ensure adoption and
change, data management, Transfer of skill (Telco & IT)• Process - Out of the box simple processes across:
» Plan to Operate
» Concept To Market
» Order to Cash
» Trouble to Resolve
• System - Unified System – One Database, One Real Time Inference Engine, One Workflow
• Network – Auto Discovered, integrated lifecycle managed• Managed - Delivered in the “Cloud”• Measured – Benchmark KPI for on going improvement
55
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Wider Application Smart Contextual Government
eGov
dGov
Managing Interactions
Managing Perceptions
Electronic Automation
Managing Actions
Managing Sentiments
Digital Optimisation
Electronic Government Began 1998 till now
Big Data Digital Government2014 and beyond
Data at Rest Big Data in Motion
Reporting Predictive Analytics
Commercial in Confidence
Journey of Technology in Government beyond 2020
from Smart to Contextual Intelligent Connected Collaborative
E-governmen
t• Online services
• websites
Joined-up Governmen
t• Life events
• re-engineering
Open Government• Transparent, participative,
• Community engagement
2000
2005
2010
2015
Digita
l
2020
2025
2030
20352040
Elec
tron
ic
ContextualIntellig
ent Connected
Connected Government• IOT Enabled Self interacting & Self
optimized
Intelligent Government• Decision Intelligence, adaptive
Contextual Government
• Better, People Centric, Predictive
Smart Government• Big Data Insights Action Optimizing
• Sustainable Affordable Cross Boundary
People CentricCollaborative
ConnectedIntelligentContextual
Collaborative
Collaborative Government• Sharing Economy Co-Creation Society Open
Door
QoLOptimised
Sustainable Sharing Economy
The Government Technology Journey – the next 25 years
Commercial in Confidence
Whole of Economy Optimisation National Data Ocean
Smart InnovationMy Security My Health My Roads
My Education
My Food
National Data Ocean
People QoL
Public
My World My Fitness My Taxes My Money My Work
Data Acquisition
Big Analysis Big Answers
Best Actions
Crime Watch
Safe Nation Jam Optimise
GST Watch Virus Alert
Smart Contextual Government 1:1
People Sentiment DNA
Telecom Communication Private Enterprises
X-Road SOAP XML
Public
State Federal
ECC ECC ECC
JIM MOF MOA JKR
…Trust Security Accreditation
Insurgent Blue Big Data BA3
ECC CEMMCMC
Celcom
Maxis
Digi
TM
...
You Tube
Blogs
TV
NewspaperRadio
Survey
ECC
Bank SME
Trust Security Accreditation
…Optimise
Real Outcomes
CCC
LeaderDashboard
Demographic
Psychographic
Geopolitical
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DECISION INTELLIGENCE WAR ROOM
INSURGENTSTRATEGY
WINSMARTBDA 2.0 BA3
SURVEYSOCIAL MEDIA
AUTOMATED SYSTEMSDEMOGRAPHIC
PSYCHOGRAPHIC
Empowering the WIN Victory Platform People QoL
WAR ROOM
DATA
Listen Act
PEOPLE
Leader
People Sentiment DNA
• Base Data Ready
• Demographic
• Psychographic
• Geopolitical
• Economic
• Aggregate New Data
• Localise
• Operationalise
• Leverage existing
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The Journey so far Business Capability Enabler
60
Infrastructure Management Fulfilment Assurance
ClarityServices
Marketplace
Customer Manager
Unified Catalog Order Manager Revenue Manager
Business Quality Manager
Network Project Controller
Network Asset Controller
Network SiteController
Service Manager
Inventory Manager
Identifier Manager
Discovery
Performance Manager
Alarm Manager
Ticket Manager
SLA Manager
Field Service Manager
Test Manager
Consulting
Education
Support
PartnerSupport
Spatial Manager
Network and Systems
Element ConnectSystem Connect
Program Governance
Report Connect
SellConcept to Sale• Self-service portal for Subscribers and Partners• Consolidation of supply-chain• Rapid deployment of new products• Allow resellers to innovate with value added services
BuildPlan to Operate• Optimise network roll-out, reduce costs
• Increase roll-out and upgrade efficiency
• Reduce time-to-market for new capacity
• Comply to legal requirements
FulfilLead to Cash• Reduce cost and errors with orchestration of manual and automated processes
• Integrated multi-network activation
• OSS/BSS/Partner process updates
AssureTrouble to Resolve• Proactive network management
• Rapid identification of root-cause fault
• Continuously improve customer experience
• Differentiate with integrated SLAs
OptimisationBusiness Insight to Action • Transactional Monitoring & Modelling • Customer Experience, Capital Productivity, Operational Efficiency and Revenue & Margin
Commercial in Confidence61
The Results – In Action
100+ million subscribers
200,000 network elements
2 million circuits
8,000 Points of Presence
1,500 users
100,000 orders per day
4 million events per hour
20,000 activations per hour
…..And growing at 1.5 million subscribers per month
Reliance, India
Commercial in Confidence
The Feedback
“Clarity’s pre-integrated OSS fully automates our vast communications network and provides end-to-end service fulfilment and assurance support”
Garuda SugardoCOOPT Telkom Indonesia
“Clarity is playing a critical role in our future as the OSS platform for transition to a NGN”
Napoleon Nazareno President & CEO Philippines LDT
“Clarity provides accurate organisation-wide visibility of this infrastructure. The same day it’s deployed, we can have infrastructure assigned to customers, generating revenue & managed 24 x 7”
Dato’Baharum SallehCOO, WholesaleTelecom Malaysia
“The only way we can offer world class service it through total automation and integration. I appreciate the efforts put in by Clarity and hope to continue the association for a long time to come”
Mukesh AmbaniChairmanReliance Communications
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Commercial in Confidence63
E2E Deployment Case Study
Customer Profile
• India’s largest integrated telecom company
• Provides CDMA,GSM, traditional data, WLL, NGN, IPMPLS, Wimax
• Over 100 million Subscribers
• US $9 billion PAN India network coverage
• All managed from state-of-the-art NOC in Mumbai
Clarity Solution
• Clarity Systems• Configuration Manager• Service Manager• Alarm Manager• Performance Manager• Number Manager• SLA Manager• Ticket Manager
• Fulfillment & Assurance in a single phase implementation
• Integrate Network Operations in a Single Database
• Business Processes modeled as catalyst for automation
• Traceability of activities and repeatability of outcomes
Business Impact
• Launched NGN in1 year• Launch new products & network technology in less than 30 days
• Automation of worlds best practice business processes for engineering, provisioning and assurance
• Visibility of $5 billion dollars of inventory
• 4 minutes to detect, analyse & correlate fibrecut anywhere in India
• Correlation of faults to customer, location & service
“I firmly believe the only way we can offer World Class Infocomm service is through total automation & integration of various platforms, something many Telcos have desired but few have achieved. I appreciate the efforts put in by Clarity and hope to continue the association for a long time to come”
Mukesh AmbaniChairmanReliance Communications
Commercial in Confidence64
Inventory Management Case Study
“We are aggressively rolling out NGN infrastructure inc. Digital Local Switches, Broadband Wireless & IP MPLS. Clarity provides accurate organisation-wide visibility of this infrastructure. The same day it’s deployed, we can have infrastructure assigned to customers, generating revenue & managed 24 x 7”Dato’Baharum SallehCOOTM Wholesale
Customer Profile
• Malaysia’s Tier 1 telecom operator
• Provides voice, data and multimedia services to more than 12 million subscribers
• TM leads Malaysia’s market with 95% of the fixed line market, 56% of the internet market and 40% of the mobile market
Clarity Solution
• Clarity Systems•Configuration Manager
•Service Manager•Number Manager•Ticket Manager
• Consolidate and replace over 30 legacy inventory systems, providing TM with a single system to manage both current & planned inventory
Business Impact
• Provide organisation-wide visibility of end to end network
• Enable TM to quickly and accurately deploy services to customers
• Drive continuous improvement of TM’s inventory management processes, business processes and performance based on industry standard Enhanced Telecommunications Operations Map (eTOM)
Commercial in Confidence65
Phased E2E Deployment Case Study
"This is a “re-investment & re-invention” phase for PLDT, as we pursue our goal of simplifying our network architecture, develop new revenue streams & growth opportunities & closer coordination between our fixed & wireless businesses. Clarity is playing a critical role in our future as the OSS platform for transition to a NGN. " Napoleon Nazareno President & CEO PLDT
Customer Profile
• Philippine’s leading telecom provider,
• Provides fixed line, wireless and data and data services
• 2.5m fixed line subscribers and 25m mobile subscribers
Clarity Solution
• Clarity Systems• Configuration Manager• Service Manager• Alarm Manager• Ticket Manager• Performance Manager
• Service delivery management, performance reporting & guarantees
• Single user interface across multiple activities
• Work flow management
• Phased Implementation
• NGN services, Assurance, Fulfillment
Business Impact
• Corporate Lease reduced by 88%
• Clear ownership for any single Service Order
• Single data base – no data synchronisation issues Paper based record systems transformed to automated business process
• Converged OSS breaks down business silos
• End to end view, ability to co-relate a transmission fault to customer impacted
Commercial in Confidence
Customer Profile
• Headquarters: Philippines
• Products- Broadband- Cellular- Fixed Line
• Revenue P57 billion• Net Income P12 billion• 45% owned by SingTel
NOC Case Study
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Clarity Systems• Inventory Manager• Alarm Manager• Ticket Manager• Performance Manager• SLA Manager• Service Manager
Service Supported• Mobile: 3G, 2G, VAS,
Transmission, IN, IP• Fixed: PSTN, VoIP, WiFi,
IP MPLS, Transmission, NGN,
Clarity Solution Business Impact
NOC Supply, starting from the floor•Video wall, IT,
applications, furniture, PCs, staffing rosters etc….
Supporting:•Mobile and Fixed Line
Support•Production and DR sites•Multi-technology
network•20 million subscribers•40,000 network elements•3 million events per day
Commercial in Confidence67
E2E Deployment Case Study
“It is essential to provide an unparalleled level of customer service & improve the quality of service while reducing the overall operating costs. Clarity’s pre-integrated OSS fully automates our vast communications network and provides end-to-end service fulfilment and assurance support.
Garuda SugardoCOOPT Telkom
Customer Profile
• Indonesia’s largest InfoComm company and full service and network provider.
• Provide fixed wireline & wireless, mobile, data, internet, multi-media network & interconnection services.
• 12 million fixed-line subscribers and over 24 million mobile subscribers
Clarity Solution
• Clarity Systems• Inventory Manager• Service Manager• Alarm Manager• Performance Manager
• Deployment of pre-integrated end-to-end platform solution
• Single OSS platform for engineering, inventory, provisioning and assurance of network & services
• Based on hybrid of NGN, IP MPLS & legacy technologies.
Business Impact
• Forward-looking vision by being early adopters of NGOSS best practices.
• Allows PT Telkom to launch new customer services quicker than other operators
• Eliminates data synchronisation problems
• Seamless delivery of inventory management, service provisioning and service assurance within one system.
Thank You
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