PTCL Brand Philosophy

As the leading Information and Communication Technology Service Provider in the region we are the link that allows global communication. We are striving towards mobilizing the world for the future. By becoming partners in innovation, we are ready to shape a future that offers telecom services to bring the world closer.

PTCL Positioning Statement Hello to the Future
“Hello to the Future” is an amalgam of our vision, brand philosophy, brand values and strategy. The essence is “futuristic approach”. The positioning statement “Hello to the Future” is basically comprised of two words “Hello” and “Future” that provides the inward communication through the word “Hello”, i.e. PTCL welcomes its customers and the future. Also it offers the outward communication through the word “Future” by promising customers thefuturistic ideas and products. The first key word “Hello” captures the essence of the whole telephony network that is the backbone of PTCL. “Hello” is a word which is related to the telecommunication history and has been used ever since and will be used in future. This word expresses the welcoming nature of the PTCL brand, its customer oriented approach and warm environment. Everyday most conversations and relationships start with the word “Hello”, hence it portrays the relationship building of PTCL with its customers. The second key word “Future” translates PTCL philosophy in a nutshell to provide planned and proactive solutions and products to its customers. PTCL is constantly evolving and taking its customers into the future. The word “Future” holds the promise that PTCL is committed to, by providing complete customer satisfaction through innovative and futuristic services and products. PTCL is breaking the stereotypical perception launching into the Future embracing it as the mission to transform the world of telecommunication and the way its customers communicate. PTCL establishes itself as a futuristic entity which is working constantly towards inventing paramount solutions for its customers. The font style selected is bold, straight and modern. The font depicts the brand values that PTCL fosters.

Brand Values
• • • • • Evolving Innovative Human Trustworthy Quality Conscious

President's Message
As we have pledged and committed in previous years, PTCL continues to position itself as the market leader and the catalyst for change in the telecom industry of Pakistan. During the year, we managed to maintain our profitability growth despite facing many challenges. Earnings per share improved compared to last year. In fact this year, ended 30th June, 2010 has been quite exciting, eventful and monumental.

I am pleased to report that we remained focused on our strategy of positioning PTCL as the leading integrated telecom company in Pakistan providing multiple solutions to the business and household market segments and extending vital services to other telecom operators in Pakistan. This year has witnessed the consolidation of PTCL as a market leader for broadband services where by we have expanded the footprints of our DSL services to more than 500 cities and towns providing connectivity of speeds ranging from 1-10 Mbps. This comes with the realizing that broadband services are now a necessity and remains our mission and mandate to take this service into every household in Pakistan. We also continued to expand the coverage of our wireless broadband ensuring that customer have access to seamless services and coverage through national roaming across major cities. Our flagship product EVO has gained significant attraction and popularity with its user- friendly and plug and play feature as seen from a consistent and high subscription. Our recent launch of EVO Nitro will give an exciting experience to our customers at a much higher speed of up to 9.3 Mbps. PTCL is the first operator in the world to launch this high speed wireless product commercially and remains the single operator to offer true 3G high speed internet services across major cities of Pakistan. In order for users to enjoy higher speed internet connectivity along with real value for money, we have had to enhance and augment all portions of our network which has now been duly completed. PTCL is the only company today which operates the largest international IP bandwidth connecting Pakistan with the rest of the world and I am pleased to announce the inauguration for the 3rd International Submarine Cable (IMEWE), we shall commence commercial services shortly. This new cable will not only bring more capacity and reliable connectivity to the country but it will also provide backup to SEA-ME-WE-3 and SEAME-WE-4 ensuring that Pakistan remains connected to the information highways of the world. For our corporate customers, this year has also witnessed exciting developments whereby PTCL signed contracts with major banks in Pakistan to provide total connectivity and solutions covering hundreds of branches spread throughout the country. We have also educational institutions offering high speed internet accesses to the students all across Pakistan. Additionally, PTCL has introduced new services intended to serve the business community – the Data Centers in Karachi and Lahore have been constructed according to the highest standards and certifications ensuring continuous and secure operations for data hosting operations. Telepresence studios have been launch to high quality audio visual conferencing facilities between major cities in Pakistan. To facilitate end to end managed services we have established two international Points of Presence (PoP) in Singapore and in Amsterdam providing managed VPN services to cooperate customers. PTCL remains the carriers’ carrier of choice for many operators in Pakistan and we continue to offer vital bandwidth services to innumerable licensed operators in the country using fibre optic satellite services covering all parts of Pakistan. At PTCL, we remain highly conscious of the fact that our success and growth can only come from satisfied customers. It remains our challenge to provide friendly, seamless and prompt customer service. To this end, we endeavored to embark on several projects intended to bring PTCL closer to its customers. We continued to refine our processes and systems and to provide training to all our representatives in the field or in our various customer contact shops to ensure swift and timely response. Our emphasis has been on shortening cycles for service provision, facilitating bill payments and making our services readily available to our customers through wider distribution points. We realize that customer satisfaction is a continuous, never ending process and we shall continue with our efforts to interact with our customers to ensure that the services we roll out measure to their full expectation and satisfaction. With our multiple and dynamic products and services, our robust, resilient and agile network and our sound financial situation, we strongly believe that PTCL is poised to grow and remain the leading and dominant integrated telecom service provider of choice for customers throughout Pakistan. I take this opportunity to thank the Government, Etisalat Group, Board of Directors and all my fellow colleagues for their continued patronage, guidance and support.

Best Wishes Walid Irshaid President & CEO

Vision
To be the leading Information and Communication Technology Service Provider in the region by achieving customer satisfaction and maximizing shareholders' value'. The future is unfolding around us. In times to come, we will be the link that allows global communication. We are striving towards mobilizing the world for the future. By becoming partners in innovation, we are ready to shape a future that offers telecom services that bring us closer.

Mission
To achieve our vision by having:

• • • • •

An organizational environment that fosters professionalism, motivation and quality An environment that is cost effective and quality conscious Services that are based on the most optimum technology "Quality" and "Time" conscious customer service Sustained growth in earnings and profitability

Core Values
• • • •
Professional Integrity Customer Satisfaction Teamwork Company Loyalty

Corporate Information
Management
Walid Irshaid President & Chief Executive Officer Muhammad Nehmatullah Toor S.E.V.P (Finance) / Chief Financial Officer(C.F.O) Mohammad Nasrullah Chief Technical Officer (C.T.O) Syed Mazhar Hussain S.E.V.P (HR / Admin & Procurement) Hamid Farooq S.E.V.P (Business Development) Javed Mushtaq C.I.O

Sikandar Naqi S.E.V.P (Corporate Development) Naveed Saeed S.E.V.P (Commercial) Abdullah Yousef S.E.V.P (Business Zone South) Nasir Iqbal S.E.V.P (Business Zone Central) Farah Qamar Company Secretary Legal Affairs Zahida Awan Ghulam Mustafa Bankers Allied Back Limited Askari Bank Limited Bank Alfalah Limited Bakn Al Habib Limited The Bank of Punjab Citibank. N.A Dubai Islamic Bank Faysal Bank Limited Habib Metropolitan Bank Limited MCB Bank Limited Meezan Bank Limited National Bank of Pakistan NIB Bank Limited Royal Bank of Scotland Silkbank Limited SME Bank Limited Standard Chartered Bank (Pakistan) Limited United Bank Limited

Registered Office
PTCL Headquarters, Block-E, Sector G-8/4, Islamabad-44000, Pakistan. Tel: +92-51-2263732 & 34 Fax: +92-51-2263733 E-mail:company.secretary@ptcl.net.pk Web: www.ptcl.com.pk

Auditors

A.F. Ferguson & Co. Chartered Accountants Ernst & Young Ford Rhodes Sidat Hyder, Chartered Accountants

Share Registrar
M/S FAMCO Associates (Pvt.) Limited Ground Floor, State Life Building 1-A I . I Chundrigar Road Karachi 74000 Tel: +92-21-2422344, 2467406 Fax: +92-21-2428310

Board of Directors
Mr. Saeed Ahmad Khan
Chairman PTCL Board

Mr. Abdulrahim Abdulla Abdulrahim Al Nooryani
Member PTCL Board

Dr. Waqar Masood Khan
Member PTCL Board

Mr. Abdulaziz Ahmed Saleh Ahmed Al Sawaleh
Member PTCL Board

Mr. Mushtaq Ahmad Bhatti
Member PTCL Board

Mr. Fadhil Mohamed Erhama Al Ansari
Member PTCL Board

Mr. Fadhil Mohamed Erhama Al Ansari
Member PTCL Board

Mr. Abdulaziz Hamad Omran Taryam
Member PTCL Board

Dr. Ahmed Al Jarwan
Member PTCL Board

Ms. Farah Qamar
Company Secretary PTCL

Corporate Responsibility
PTCL as a socially aware and responsible entity is determined to do its utmost in furthering worthy causes that contribute to the lives of individuals and help better the standards of society as a whole. PTCL employees donate One-Day salary for IDPs Pakistan Telecommunication Company Limited employees have contributed their one day salary that amounts Rs. 20 million for the support of internally displaced people of Swat and other affected areas. CEO and President of PTCL Mr. Walid Irshaid called on Prime Minister Syed Yousuf Raza Gilani at PM’s House and presented him a cheque of Rs. 20 million on behalf of PTCL employees for PM’s Special Fund for the Relief of Victims of Terrorism.

While thanking PTCL employees for their generous contribution and appreciating their willingness to help IDPs, Mr. Waild Irshaid said that PTCL employees have exhibited their profound sense of sharing and empathy on this occasion. This highly speaks of the strong commitment of our employees with this national cause.” “Contribution from our employees during these days specially donating one day salary for IDPs in these testing times shall be greatly helpful in mitigating IDPs miseries and will go a long way in their rehabilitation process. Donation to SOS Villages PTCL keeping with its healthy tradition of supporting non-governmental organizations recently donated a sum of Rs.2.5 million to the SOS Villages. As most people would be aware, SOS is an organization that looks after the well-being and education of orphans and the destitute. Last year, PTCL organized a special event at the SOS Village Rawalpindi, which the then Prime Minister of Pakistan, Mr. Shaukat Aziz, attended. He handed over a cheque of Rs.2.5 million, donated by PTCL for this noble cause, to the SOS Children’s Village. Scholarships for Persons with Disabilities Another recent CSR initiative taken by PTCL was announced at the World Telecommunication Day held on May 17, 2008. This year the worldwide theme for the Day was “Connecting Persons with Disabilities.” To raise awareness of this theme and support initiates focusing on less privileged persons, PTCL chose to become the lead sponsor of the World Telecom Day event in Islamabad contributing PKR 6.8 Million. During his address at the event, PTCL’s President/CEO, Mr. Walid Irshaid announced five academic scholarships per year for persons with disabilities so that they could pursue their career of choice by obtaining higher education at any university with Pakistan. PTCL would bear the full tuition costs and living expenses of those awarded these scholarships. PKR 1.5Million was announced focusing on the education of the special people Collaboration with Universal Service Fund (USF) The Universal Service Fund (USF) and PTCL have entered in a contract to provide basic telephony and data services to the population in the yet un-served areas of Baluchistan districts of Pishin, Killa Abdullah and Quetta. PTCL is making consistent efforts to enhance Pakistan’s capacity to develop and produce a globally competitive telecom sector and industry. Making a determined effort develop Pishin, a far flung area of Baluchistan is a clear manifestation of PTCL’s resolve to bridge the digital divide. With the support of USF, PTCL is set to extend the benefits of its ubiquitous network coverage to the under-served communities in the un-served areas. PTCL is contributing Rs. 149 million to this endeavor in an effort to bring information and communication technology to the remotest areas. The total cost of the project is PKR 2000 Million out of which PTCL contribution is PKR 1275 Million while USFCo contribution is PKR 725 Million. Thus, PTCL, as a socially responsible corporate entity, has been pursuing different social causes touching on areas of culture, sports, music, environment and general welfare by supporting different initiatives. As such, PTCL’s CSR activities and new ventures are warmly welcomed. Donation to Earthquake victims in Baluchistan

Earthquake struck the western telecom region Quetta leaving terrifying effects in the region. Mr. Walid Irshaid President & CEO PTCL donated Rs.10 Million for the reconstruction and rehabilitation of the area. Donation to Benazir Income Support Program Mr.Walid Irshaid President & CEO PTCL donated Rs.10 Million to the Benazir Income Support Program. This program directly focuses on the poor populace of Pakistan. Sponsoring Event at LUMS PTCL was the lead sponsor for Synergies 2008; the 1st ever Business School Competition in Pakistan organized by Lahore University of Management Sciences costing PKR 1 Million. PTCL President Mr. Walid Irshaid announces Rs 10 Million for National Press Club Islamabad The president of PTCL, Walid Irshaid has said that PTCL was still one of the most profitable National organizations, despite all economic and financial crisis and back draws. Addressing the inaugural of the new building, alongside president NPC (National press Club), Tariq Chaudhry, general secretary Afzal Butt, and other luminaries, including SEVP PTCL Sikandar Naqi, EVP Ali Qadir Gilani. Walid Irshaid expressed the company's willingness and readiness to tackle any impending challenges with élan and preparedness. Mr. Walid Irshaid also assured press club about his full cooperation and assistance, and during the lunch hosted in his honor by NPC also announced a grant of Rs. 10 million, DSL Internet services, IPTV and other facilities He said that PTCL would continue to work for betterment of media in Pakistan, and also lauded media services rendered during the last few years PTCL Gets Environment Friendly The Pakistan Telecommunication Company Limited (PTCL) has decided to introduce a new bill format for its customers, effective February 2009. This decision was taken to ensure that PTCL stir towards adopting environmental-friendly and customer-friendly policies inline with the government of Pakistan's efforts, which recommends companies and institutions to go green. This initiative of PTCL also coincides with the Government’s decision to celebrate 2009 as the "Environment Year". PTCL's decision to reduce the number of billing pages is an environment friendly initiative and is a way forward towards becoming a paperless enterprise. According to Dr. Sadik Al-Jadir, SEVP Commercial PTCL, preceding bill format comprising multiple pages, would be replaced with a new one-page bill format, thus packing all the essential billing details on a single page. This single page bill format would help save, at least 12 million papers every month that are being used for printing the billing details. To facilitate the customers, itemized billing details would remain obtainable and accessible. Customers would be able to obtain their itemized billing details by visiting any customer service centre of PTCL and would also be able to access essential billing details through IVR by dialing 1200. PTCL Call center is also expected to start taking orders from customers for their itemized billing details. Subsequently, these details would be delivered to the customers through courier within a certain time frame. Dr. Sadik said, “PTCL is determined to improve and build good relationship with its customers by providing novel and superior telecom products and services to its valued customers and is striving hard to meet their expectations.”

PTCL, CISCO and NUST to establish Center of Excellence for Internet Technologies Islamabad: Under the banner of PTCL, CISCO and NUST, Center of Excellence for Internet Technologies is being established at NUST SEECS, Islamabad. The Center – a brainchild of Mr Walid Irshaid, President and CEO, PTCL - is to be set up in the state of the art. An MOU to this effect was signed yesterday by the three parties, with the Chief Guest being Dr Ata ur Rahman, Chairman HEC. The occasion was also graced by high officials from public sector, academia and industrial organizations. The ceremony was a huge success and PTCL, CISCO and NUST’s leading role in taking up new challenges to improve the quality of IT education in Pakistan was greatly lauded by members of academia, industry and the media present at the ceremony. Mr Sikander Naqi Executive Vice President Corporate Development speaking on the occasion said that by setting up such a Center, PTCL will be able to benefit from world class research that will be of immense value to them. In addition, the human resources that will be developed at this Center will be able to export their skills and expertise to the region and beyond. This will spur growth in the Pakistani IT sector, and will contribute towards enhancing the quality and quantity of exportable IT related skills to the global marketplace. The Center, staffed by researchers from NUST, will work closely with Cisco engineers in the US who will provide the thematic direction of the joint research. The Center’s research is to be funded by the National ICT R&D fund. Dr. Qasim Sheikh, the CEO of ICT R&D fund, stated that his organization is pleased that PTCL, NUST and CISCO are forming a joint research group that will work on significant problems that are relevant to Pakistan. A research project under similar arrangements, funded by the National ICT R&D Fund, is currently underway with Cisco scientists and Pakistani researchers collaborating to develop open source tools for performance monitoring of network traffic. The output of this work has already generated An application for a US patent is being filed as a result of the work carried out during the course of that research. In addition to its research ambitions, the Center will also be providing high quality professional training courses to PTCL and other telecom companies.

Company Profile
PTCL is all set to redefine the established boundaries of the telecommunication market and is shifting the productivity frontier to new heights. Today, for millions of people, we demand instant access to new products and ideas. More importantly we want them for their better living standards with increased values in this ever-shrinking globe of ours. We are setting free the spirit of innovation. PTCL is going to be your first choice in the future as well, just as it has been over the past six decades.

Business & Corporate Users:
For clear communication the first choice of business circles is PTCL telephone for local, nationwide and international calling. Today businesses can have 10-100 lines with modern day services to meet their needs. Now you get options like Caller-ID, call-forwarding, call-waiting, Call Barring, to name a few. Other business specific services include: 0800-Toll free number, 0900-Preminum rate services, VPN-Virtual Private Network, Audio Conference Service, Digital Cross Connect (DXX), ISDN (Policy), Teleplus (ISDN/BRI), Digital Phone Facilities/ Modification Charges, UAN, UIN.

Nationwide Infrastructure:
We have the largest Copper infrastructure spread over every city, town and village of Pakistan with over million installed lines. The network has over 6 million PSTN lines installed across Pakistan with more than 3 million working. Furthermore installed capacity of broadband is more than 0.6 million ports spread across 318 cities and town of the country

National Long-haul Core Network:
We have over 10,400 km fully redundant, fiber optics DWDM backbone network. It connects over 840 cities and towns with 270G bandwidth.

Carriers Services
As carriers-carrier, we provide the core infrastructure services to the cellular, LDIs, Local Loop operators, ISPs, Call Centers and payphone operators. We provide all carrier services, right from inter-connects and telehousing to DPLC and IPLC connectivity. Our interconnect services are provided from our 3200 exchange locations that connect your carriers networks domestically, in addition to providing IPLC bandwidths to connect you internationally through our four international gateways and SEA-ME-WE3 and SEA-ME-WE4 international submarine, also IMWE submarine cable will be added by the end of the year. Furthermore to provide connectivity to operators in the extreme remote areas of the country, PTCL launched its state of the art satellite service (Skylink). PTCL satellite service (Skylink) is provided using the Intelsat Satellite System, an undisputed leader in satellite communications.

White Label Services:
PTCL customers can now provide uninterrupted services to their clients without undertaking large scale investment in infrastructure or developing expertise in their own network. PTCL White Label Services are focused on speed and simplicity at minimal capex. This will enable our customer to offer their own branded WLL, DSL etc to customers nationally, together with an array of key support services.

EVO Wireless Broadband
PTCL EVO 3G Wireless Broadband is Pakistan’s fastest wireless internet which offers its customers – “superior 3G internet experience”. EVO Wireless Broadband is enabling the wireless broadband revolution in Pakistan with flexibility to roam freely like never before. PTCL EVO has revolutionized the way people connect to the internet by offering true mobility. PTCL EVO is currently offering its services in more than 18 cities on EV-DO technology offering speeds up to 3.1 Mbps. PTCL EVO gives its customers the advantage of nationwide roaming with seamless internet connectivity across Pakistan. The coverage of EVO is not limited to 18 cities as EVO customers can enjoy CDMA-1X data rates of up to 153.6 Kbps at more than 1000 destinations across Pakistan. The portable, small & stylish EVO USB device is a multipurpose device which not only delivers fastest wireless internet but can also be used for Voice Calls by inserting a Vfone SIM and for data storage by inserting a standard Micro SD Card

Broadband Pakistan
PTCL Broadband is the largest and the fastest growing Broadband service in Pakistan. In less than three years of it launch, PTCL has acquired approximately 392,648 Broadband customers in over 318 cities and towns across Pakistan, leading the proliferation and awareness of Broadband services across Pakistan. With its entry in this market segment, PTCL opened up a broadband culture in Pakistan, where till a couple of years back there was very little awareness in the country about broadband & high speed internet services. PTCL made the broadband technology affordable by lowering the barriers to entry, by geographically bringing the service within the reach of a common user across Pakistan and by continuous improvements in customer care for the service. Unique offers that makes PTCL’s Broadband unmatchable are special packages for the student segment, FREE modem and installation, Availability of Wi-Fi Modems, FREE dial up service for its Broadband customers and FREE access to movies, music, classical Pakistani dramas, cricket matches, online gaming, educational and religious content on PTCL’s entertainment portal ‘BUZZ’, (the access to PTCL Buzz & Gaming lounge is exclusive to PTCL Broadband subscribers). PTCL also offers multiple FREE personalized e-mail accounts exclusively to its broadband users. In addition, PTCL recently doubled its broadband speed for all its existing and new customers at the same price, making 1 MB as its minimum offered speed. For a connection you simply dial 0800 8 0800 or visit www.ptcl.com.pk

IPTV Service (Smart TV):
PTCL SMART TV Using its state of the art Broadband network, PTCL entered the media sector on 14th August 2008, by launching a digital interactive television service for the first time in Pakistan. Employing the IPTV (Internet Protocol TV) technology, PTCL brought Pakistan in the list of a few countries across the globe that offer this state of the art interactive TV service to its subscribers. Branded under ‘PTCL Smart Line’, the service includes Interactive Television, Broadband and voice telephony all at the same time on PTCL’s telephone line. Besides offering the highest digital quality TV picture, the most revolutionary section of this offering is the ability to ‘rewind’ and ‘pause’ live TV channels through TSTV ( Time Shift Television) feature, the ability to block / unblock any TV channel for parental lock and the ability to search through video on demand content. Currently PTCL Smart TV offers its viewers 125 live channels and over 500 Movie titles through its Videoon Demand service’. The service is available in 16 cities including Karachi Lahore - Islamabad - Rawalpindi - Gujranwala - Faisalabad - Peshawar - Sialkot - Multan Sargodha - Jehlum - Wah Cantt - Taxila - Hyderabad - Abbotaba and Sukkur however it is planned to be expanded to all the major cities and towns across Pakistan during the year 2010

Pak Internet Exchange:
It is the only IP enabled network with 40 (number increase) point-of-presences (POP) in 26 cities. The existing 16G active bandwidth is used for internet, data, video and video-conferencing services and for voice of LDI. All PTCL Broadband users, narrow band users, corporates, mobile operators, and ISP are connected to this network.

V-fone:
PTCL also continues to be the largest CDMA operator in the country with approximately 1.25 million V-fone customers.

It offers fixed wireless telephone for your homes & business. With CDMA2000 1X technology, ours is the largest WLL network with a capacity of 2.6M, covering over 10,000 urban & rural areas. The network is already enabled for Voice, Dialup-Internet access (153.6kbps) and EVDO Broadband. V-fone can be bought from our franchises or by dialing 1236 and it will be delivered within 48-72 hours.

International Network
SEAMEWE-3 Submarine Cable System: PTCL is a member of SEAMEWE 3 Cable Consortium with its Cable Landing Station at Karachi. SMW-3 cable connects 39 cable landing stations in 33 countries and four continents. SMW-3 is the longest system of the world with a total length of 39,000 Km.

SMW-4 Submarine Cable System: SMW-4 is a relatively new submarine cable system (inaugurated in December 2005) and links 14 countries with 16 landing stations across Europe, Middle East and Asia. The system is using Terabit DWDM technology to achieve. The link between any two destinations is STM-1. SMW-4 is designed for relatively higher traffic volumes. I ME WE cable details and Status with Map: IMEWE Submarine Cable is a Tera bit capacity submarine cable system connecting India to Western Europe through Middle East. The Cable system is 13,000 km long with 10 landing points in 8 countries. Satellite Communication: PTCL has Intelsat Standard Earth Stations near Karachi and Islamabad. These installations provide the diversity for International voice connectivity and also work as Hub for domestic satellite users. There are four Intelsat Standard B Earth Stations at Islamabad, Gilgit, Skardu and Gwadar.

Financial Files (Downloaded) Subsidiaries:
Ufone
Ufone (Pakistan Telecom Mobile Ltd) a wholly-owned subsidiary of PTCL commenced its operations on 29th January 2001 as a GSM 900 service provider. Since the outset, it has expanded its coverage and customer base at a rapid pace and established itself as one of the leading cellular service providers in Pakistan. Ufone is now considered to be one of the most active, aggressive and innovative players in the mobile sector of Pakistan.

The growth of the cellular industry is a direct result of the successful implementation of the telecom deregulation and cellular mobile policy by the Ministry of IT and Telecommunications (MOIT&T) and the support, guidance and timely enforcement of regulatory process by the Pakistan Telecommunication Authority (PTA). Privatization The growth of the cellular sector in Pakistan can also be attributable to good governance policies of the government of Pakistan and the Privatization Commission. In April 2006, Emirates Telecommunication Corporation, which is commonly known as Etisalat, has assumed management control of Pakistan Telecommunication Corporation Ltd – part of the $2.6bn deal to buy a 26% stake in PTCL. The successful privatization of PTCL, and consequently Ufone, is hailed as ushering in a new era for telecommunications in Pakistan. Now, under the management of Etisalat, Ufone will concentrate on customer needs and benefits and is more determined than ever to be the leading cellular player in the market. Ufone has been known for providing superb propositions and quality service to its customers. With the new expected investment, Ufone can now aggressively expand its network coverage. Key Accomplishments Ufone has always played a pivotal role in the development of the cellular market in Pakistan. For the most part, it has been a step ahead in introducing innovative products to the market. Ufone was a pioneer in launching the GPRS services and Multi-media Messaging Service (MMS) in Pakistan, and lead the way in introducing GPRS international roaming and prepaid international roaming for these services in the Pakistani market. Performance As mobile users in the country have reached over 28 million at a very rapid pace, Ufone has maintained itself as the 2nd largest cellular operator in Pakistan with a subscriber base of around 6.5 million and a market share of nearly 25%. Ufone has seen a subscriber growth rate of over 200% in the last year, and since the start of 2005 Ufone added nearly 5 million subscribers onto its network. A remarkable achievement indeed, especially considering the fact that two new international players also entered into the market in 2005. Subsequently the growth in subscriber base caused a healthy trend in revenues which have doubled. Brand While keeping its tradition of being the trend setter in the industry, Ufone changed the image of mobile phones from a luxury only affordable by the elite, to a necessity affordable by the common man. Since its inception, Ufone has positioned its brand for masses. In keeping with the upcoming competition and market dynamics, Ufone increased its focus on the youth segment (which comprises 50% of the population), with the Prepay brand. By designing market focused products, Ufone’s brand team launched aggressive campaigns, which further increased the brand equity. The new brand image gained huge popularity amongst the targeted market. A recent marketing survey conducted by a prominent marketing research company showed that Ufone has considerably increased its brand visibility and image. Ufone’s Prepay brand is now considered to be one of the most favored brands by the youth market and is followed by other mobile operators launching their respective brands for the youth market. International Coverage

Ufone provides International Roaming facility with more than 150 international operators across 79 countries. Ufone has GPRS roaming agreements with several international operators and also provides prepaid roaming facility to selective destinations. Customer Service Ufone is proud to have an efficient and friendly customer service through 21 company-owned Sales & Customer Service Centers and nearly 250 franchisees across the country. The outlets are able to service the customers with innovative solutions, and are empowered with Web based franchise management systems. Ufone is poised to face the ever increasing challenges of the market and is confident it will attract new customers. It has the ability to retain its existing customer base with a high level of customer satisfaction via optimum network service and a 24 hour call center facility. Network Coverage Ufone has always believed in a solid commitment to growth, security and reliability. Therefore, Ufone has always balanced its expansion efforts and quality of service. With a total current investment of $400 Million, Ufone has network coverage in more than 260 cities and towns and across all major highways of the country. Ufone has been instrumental in the growth of the cellular market in Pakistan. It is a company committed to excellence. Under the new vision of Etisalat and with the support and collaboration of its employees and vendors, Ufone aspires to be the best in the market by offering customer focused products and a quality service and sales network.

MAXCOM
PTCL acquired Maskatiya Communication Company (Pvt) Limited (MAXCOM) during the year 2009-2010. MAXCOM is an internet service provider operating in Karachi and some parts of Hyderabad. Its customer base is around 6,000 subscribers. The 100% shareholding of MAXCOM has been transferred in PTCL’s name. Because of the acquisition, MAXCOM customers are now eligible to enjoy superior PTCL broadband and other products and services.

Training & Development
Message

We believe that the role of training and development in a service involved organization is many times more in comparison with what it has in a manufacturing involved organization. This role becomes more significant in a situation where the need to transform organizational culture is identified as the most glaring problem and the most difficult impediment on the way to organizational growth. PTCL employees are a great asset not only for the company but also for the country. Their marvelous potential is yet to be exploited. Their skills need to be developed, their expertise need to be updated for which training and development department is at their disposal to cater their training needs. We assure that we, training and development team would never miss an opportunity to contribute towards the betterment of the company. Training and Developments is playing an essential role in changing PTCL from a government sector organization to corporate sector company. We consider every employee of the company as our

customer and firmly believe that meeting their expectation would help us achieve customer satisfaction. We look forward to your input for making our endeavors more effective.

We would like to take this opportunity to salute all our workers and employees especially those who are working in the field and assure them that the management is fully aware of their dedication and hard work and appreciates their performance and want to make them more skillful and improve their expertise through different trainings. In this spirit We assure that T&D Training and Development has a clear road map of activities and is committed to provide high quality trainings for the development of every single employee. We promise that your support and cooperation coupled with our hard work will bring epoch making triumphs and prosperity for PTCL.
And we will make you all “Feel the difference”

Projects and Activities
1. Urgent Training Needs Programme: The Urgent Training Needs which realistically depict the post VSS scenario are being assessed and catered immediately by conducting customized training programs. The involvement of all departments, regions and business units for providing their valuable input in the form of TNA response is essential for accurate identification of their requirements. Given the transformation stage, the most eminent developmental needs were highlighted and incorporated in this programme. 2. Customer Care Initiative: To achieve the pinnacle of Excellence in Customer Service envisioned by the President/CEO the Training and Development department has assumed the responsibility for effectively imparting training under the Customer Care Initiative to all PTCL employees. 3. HRD Plan for 2009-10: Training is one of the tools used for the development of employees and to consolidate change on sustainable ground. In order to address the training needs of all stakeholders of PTCL, EVP (T&D) has directed training region administration to conduct comprehensive Training Need Assessment of PTCL employees. This exercise of TNA is required for developing an effective and need satisfying Human Resource Development Plan for PTCL training centers. The pilot run of this programme is expected to commence by the end of April 2009. 4. Training Incentive offered to VSS Optees: For the rehabilitation of VSS Optees, PTCL offered a package of post VSS training & development services, out of which the most beneficial and helpful service offers were Vocational and Technical trainings. 5. Revamping Project of PTCL Training & Development by Etisalat Academy:

PTCL has a huge training infrastructure throughout the country that is geographically wide spread. To revamp this wing of PTCL and transform it into a profit center, Etisalat Academy has been engaged for this project with the following main objectives:

• • • • • • •

Evaluation of existing training infrastructure Identification of potential and non-potential training institutes Development plan for proposed training set-up Comprehensive workforce analysis of existing Human Resources in T&D department Proposals regarding computerized learning management system Preparation of Quality Assurance (QA) systems & procedures Determination of Key Performance Indicators (KPIs)

6. Implementation of ERP system in T&D: The focus of the project is to set up and maintain the qualifications catalogs, create and evaluate profiles for a range of objects (for example, persons and positions), evaluate career and succession planning scenarios, set up appraisal systems, as well as plan, hold, and evaluate appraisals, create development plans, and work through individual development planning scenarios by customizing the functions of personnel development to meet customer requirements. 7. PTCL Academy activities: PTCL Academy has been revitalized with a new vision to be recognized locally and regionally as a center of excellence in the provision of state-of-the-art training and consultancy services in telecommunications and related fields. It will provide a platform for the creation, dissemination and exchange of knowledge and expertise in all areas of telecom and IT to internal and external stakeholders. Some of the programmes on its agenda are: • • • • • • • • • Ph.D. Programme MS programme Post Graduate Diploma Cisco Regional Academy Programme Oracle Academy Programme Joint venture with CISCO and NUST Seminars / Short Courses / Certificate programmes Course development for new offerings (technical and management courses) Testing / Inspection of telecom equipment

8. Lineman Training Programme: The declaration to celebrate year 2008-09 as year of Customer Care & Satisfaction by the President/CEO of the company, has entrusted upon Training & Development Department a gigantic task to transform our line staff who are the real customer care agents of PTCL. This initiative is the part of company’s strategic vision to turn PTCL a leading corporate entity in highly competitive business environment of telecom industry. A mega training campaign has been launched for all the Linemen of PTCL. The training module prepared by Training & Development

department has tried to address all skill needs most direly required by our Linemen to cope with emerging technologies in telecommunication. This training will significantly improve both soft and technical competencies of our linemen and we believe that this training shall be remembered as a milestone in PTCL’s history. 9. Quality Awareness Programme: In order to create quality awareness and skills improvement of PTCL staff, a 3-year QA plan has been made. The project is scheduled from March 2007 to December 2009. Following four types of programmes are under the work plan: • • • • Installation Quality Standards Quality Auditor Course Companywide Quality Awareness ‘Train the Trainer Programme’ offered to the faculty of PTCL training centers

10. Senior Management Development Program: Etisalat Academy being the lead consultants of PTCL’s Training and Development department has proposed a meritorious program for the development of Senior Management Team (SMT) of PTCL. The workshops, their contents and out comes have been reviewed and have been found beneficial for the company. Proposed plan of five workshops is in line with emerging concept of Continuous Professional Development. CPD is being promoted for conscious updating of professional knowledge and enhancement of professional competence throughout a person's working life. PTCL Training & Development wing is committed to the pursuit of professional excellence with its Senior Management Team. PTCL’s SMT, though possesses matchless functional competencies, will benefit from these workshops. 11. Internship Programme: As per existing policy approximately 194 internship offers were made during 2008-09. Currently, we are in the process of invigorating our Internship Policy. During the last couple of years Internship Programme at PTCL has received special attention and focus. The overall concept has evolved from its traditional perspective into a strategic perspective. We look forward to this programme not only as a learning opportunity for the participants but also a prospect for PTCL in its continuous endeavor for talent hunt. It is the process by which we not only contribute significantly to the development of the best talent in professional and leading universities and schools, but it also aims at creating “PTCL Ambassadors” that spread goodwill of the company all over the country. This programme is intended to provide students with the opportunity to apply what they are learning in their academic pursuits to real world situations. Through the successful implementation of this programme, PTCL looks forward to rightly identify, recruit, train and develop its most important need of the day i.e. the Human Resource. 12. Nominations for Open House Training Programmes: Besides aforementioned activities the Training and Development Department is organizing a complete database of the training firms/institutes and the freelance training consultants. Staff is being nominated for open house training programs offered by reputable firms to assess the efficacy and the relevancy of the program.

Indtroduction
Introduction

Human Resource Training and Development is a process for developing individual skills and effectiveness. Individual effectiveness, in terms of skills, knowledge and attitude, is one of the essential building blocks towards achievement of the wider goal of improved organizational efficiency and effectiveness. The development of the individual and the organization are therefore inextricably linked. Training can and must make a significant contribution towards securing both individual and organization objectives. Every manager, potential manager and employee must receive the training required to perform his/her job effectively. A true Human Resource Development (HRD) plan must deliver real tangible and measurable results. In the context of ongoing change process at PTCL the role of Training & Development function has gained even more significance to change the mindset of the employees and their approach towards the company and the customer. PTCL’s executives and staff needs to be taken through an extensive training & development campaign and we at T&D are committed towards transforming PTCL into a Hub of highly skilled human capital that will prove to be a driving force in steering PTCL to its vision.

Vision/Mission/Core Values
Vision:

The PTCL Training and Development wing will be a center of excellence in training services and consulting that works in close partnership with its internal/external clients to build competencies that achieve business goals.

Mission:

To provide a learning environment and tools to help our customers reach their full potential.

Core Values:

• • • •

Open and free exchange of information at all levels. Continuous learning. Learners are active participants in all aspects of the training process. Search for innovative PEOPLE DEVELOPMENT solutions.

Sales Outlets
Gilgit Baltistan
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Punjab
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Khyber Pakhtoonkhwa
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Balochistan
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Sindh
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One Stop Shop
Customers can reach us by visiting one of our One Stop Shops (OSS). Offering one window operation, these One Stop Shops are strategically located to ease the reach of our valued customers. In all, 133 OSS operate in selected cities and towns across Pakistan. Our courteous and friendly staff is trained to handle customers from varying backgrounds and different walks of lives. Equipped with our latest products and services our OSS have been designed to facilitate customers and provide all the convenience under one roof. The following services are available at One Stop Shops

PTCL One Stop Shops (OSS)
• • • •
Order Booking (Telephone, Broadband, Smart TV) Sales (Wireless Local Loop and EVo Wireless Broadband) Billing Services Information Services

PTCL One Stop Shop locations

BALOCHISTAN ISLAMABAD KHYBER PAKHTUN KHWA PUNJAB SINDH

PTCL Online Directory
PTCL Subscriber Information

Corporate Customer Centers
PTCL Corporate Customer Centre is a one-point contact facility designed to give our valued Corporate Customers maximum convenience with personalized and prompt service. These centres will facilitate Corporate Customers in:

• • •

New service provisioning Maintenance support End-to-end communication solutions provisioning

At Corporate Customer Centres, we give your business top-of-the-line telecommunication services.

Objective
PTCL has established Corporate Customer Centres to facilitate corporate customers. Currently, these centres have been established in Islamabad, Karachi and Lahore. Our aim is to provide better customer care through:

• • • •

Swift processing of Corporate Customer requests. One window for all Telecom Services. Convenient registration procedure. Minimum documentation for hassle-free registration.

Services Offered at Corporate Customer Centres
PTCL offers a host of unmatched services to suit the needs of a business organization. Basic Services (PSTN Lines)

• • •

Voice Data & Video Voice Messaging Service (VMS)

Value Added Service

• • • • • • •

Universal Access Number (UAN). Universal Internet Number (UIN) - for ISP's Licensed only). Intergrated Services Digital Network ISDN-PRI, ISDN-Tele Plus. Local/Domestic/International Leased bandwidth and point to point leased lines. Local Leased Circuits (2 Wire/4 Wire). Premium Rate Audio-Text Service. Digital features like Call Waiting, Call Transfer etc.

• • • • • •

Calling Line Identification (CLI) service. Voice Mail & Messaging Services. Digital Subscriber Loop (DSL). Colocation Facilites Payphones/PABX. Channel/Stream.

IN Based Value Added Service

• • •

0800 Toll Free PTCL Calling Cards Domestic & International Premium Rate (0900) & Virtual Private Network Service.

Registration at Corporate Customer Centres
Simply fill out the Corporate Customer Registration Form and get Corporate Customer Registration Number. This will serve as a reference for all communication between you and PTCL, and will help avoid multiple submissions of documents for additional services that you may require in future. Pre-requisites To register with PTCL, you are required to provide the following:

• • •

Company registration number. NTN number at the time of registration. Company authorized representative details.

Bill Payment Options
Banks / Financial Institutions

Bank Counter: You can pay your PTCL bill at all banks across Pakistan. Payments at ATMs: You can pay your bills by using your ATM Card. Your “Customer ID” on your telephone bill is required for payment. Internet banking (Selected Banks): You can pay your telephone bill by using internet banking (if offered by your bank). Your “Customer ID” on telephone bill is required for payment. Direct Debit: You can instruct your bank or credit card issuing bank to deduct your telephone bill from your account as soon as the bill in delivered. You can subscribe to this facility by requesting your bank. Drop Box Facility: Drop boxes are available at selected branches of various banks. Customer can deposit cheque, (local, in favor of PTCL) attached with the monthly bill in the designated drop box.

Pakistan Post Office
You can pay at all Pakistan Post Offices. Payments made at PPO are as reliable as paid at any bank.

NADRA Kiosks
Bill payment facility is available at NADRA Kiosk machines available across the country.

One Stop Shop (PTCL Centers)
PTCL service centers “One Stop Shops” facilitate subscribers for payment of bills. Payments through cash, credit / debit card, local cheque, demand draft or pay order can be made at your nearest OSS.

Service Changes
Shifting of Phone
Customers can shift their telephones if they want to change their current premises /offices etc. How to Apply? Customers can apply for the shifting of telephone to the concerned OSS (One Stop Shop) Tariff The charges for shifting of telephone are Rs. 500 (excluding 15% GST) irrespective of whether the telephone connection is shifted in the jurisdiction of the same exchange or to another exchange area within the same multi exchange area.

Change of Telephone Number
Customers can change their telephone numbers if they need to. How to Apply? Customers can apply for the change of telephone number to the concerned OSS (One Stop Shop) Tariff PTCL charges for change of telephone number is Rs. 500 (excluding 15% GST). However a customer can get his telephone number changed subject to availability of spare number in the exchange and on clearance of dues against old number.

Transfer of Ownership
Customers can change the name/ ownership of their telephone numbers if they need so. How to Apply? Customers can apply for the change of ownership to the concerned OSS (One Stop Shop)

Restoration of Telephone Regular Procedure

Customers can get telephone restored within 59 days after clearing all outstanding dues. The outstanding dues to be cleared by the customer for restoration of telephone include the following: • • All outstanding amounts against his telephone including surcharge. Line rent for two months following the month of default.

Restoration After 59 Days

If telephone connection is restored after 59 days, the following conditions will apply: • • Telephone connection will be restored subject to technical feasibility. Customer has to pay the following charges for the restoration of service: 1. All PTCL charges outstanding against his previous telephone connection.

National Dialing Codes
Number Plan Area (Districts) Area Codes

Abottabad

992

Attock

57

Awaran

856

Badin

297

Bahawalnagar

63

Bahawalpur

62

Bajaur Agency

942

Bannu / N. Waziristan Agency (including F.R. Bannu)

928

Barkhan / Kohlu

829

Bhakkar

453

Bolan

832

Buner

939

Chagai

825

Chakwal

543

Chitral

943

D.I.Khan, including F.R. D.I.Khan

966

Dadu, excluding Kotri MC

25

Dera Bugti

835

Dera Ghazi Khan

64

Dir, Lower

945

Dir, Upper

944

Faisalabad

41

Ghotki

723

Gujranwala

55

Gujrat, excluding Sarai Alamgir Tehsil

53

Gwadar

86

Hafizabad

547

Hangu / Orakzai Agy

925

Haripur

995

Hyderabad incl. Kotri MC

22

Islamabad/Rawalpindi

51

Jacobabad

722

Jaffarabad/Nasirabad

838

Jhal Magsi

837

Jhang

47

Jhelum incl. Sarai Alamgir Tehsil

544

K.Abdullah / Pishin

826

Kalat

844

Karachi (Central, East, West, South, Malir)

21

Karak

927

Kasur

49

Kech

852

Khairpur

243

Khanewal

65

Kharan

847

Khushab

454

Khuzdar

848

Killa Saifullah

823

Kohat, including F.R. Kohat

922

Kohistan

998

Kurram Agency

926

Lahore, including Muridke

42

Lakki Marwat including F.R. Lakki Marwat

969

Larkana

74

Lasbela

853

Layyah

606

Lodhran

608

Loralai

824

Malakand

932

Mandi Bahauddin

546

Mansehra / Batagram

997

Mardan

937

Mastung

843

Mianwali

459

Mirpur Khas

233

Mohmand Agy. / Khyber Agency (excluding Jamrud, Bara)

924

Multan

61

Musakhel

828

Muzaffargarh

66

Narowal

542

Naushero Feroze

242

Nawabshah

244

Nowshera

923

Okara

44

Pakpattan

457

Panjgur

855

Peshawar / Charsadda (including F.R. Peshawar & Jamrud, Bara)

91

Quetta

81

Rahim Yar Khan

68

Rajanpur

604

Sahiwal

40

Sanghar

235

Sargodha

48

Shangla

996

Sheikhupura, excluding Muridke

56

Shikarpur

726

Sialkot

52

Sibi / Ziarat

833

South Waziristan

965

Sukkur

71

Swabi

938

Swat

946

Tank including F.R. Tank

963

Tharparkar

232

Thatta

298

Toba Tek Singh

46

Umerkot

238

Vehari

67

Zhob

822

Supp

International Dialing Code

Country Name

C

Afghanistan

Alaska

Albania

Algeria

Andorra

Angola

Anguilla

Antigua & Barbuda

Argentine

Armenia Republic

Aruba

Ascension Island

Australia

Australian External

Austria

Azerbaijan

Bahamas

Bahrain

Bangladesh

Barbados

Belarus

Belgium

Belize

Benin (Dahomey)

Bermuda

Bhutan

Bolivia

Bosnia & Herzegovina

Bosnia & Herzegovina

Botswana

Botswana

Brazil

Brunei Darussalam

Bulgaria

Burkina Faso

Burma (Myanmar)

Burundi

Cambodia

Cameroon Republic

Canada

Cape Verde

Cayman Islands

Central African Republic

Chad Republic

Chile

China

Colombia

Comoros

Congo

Cook Island

Costa Rica

Croatia

Cuba

Cyprus

Czech Republic

Denmark

Diego Garcia

Djibouti Republic

Qatar

Dominican British

Dominican Republic

Ecuador

Egypt

El Salvador

Equatorial Guinea

Eritrea

Eritrea

Estonia Republic

Ethiopia (F.D.R )

Falkland Island

Faroe Islands (Denmark )

Fiji (Republic of )

Finland

Finland

France

French Polynesia

Gabon Republic

Gambia

Gayana

Georgia

Germany

Ghana

Gibraltar

Greece

Greenland

Grenade

Guadeloupe

Guam

Guatemala

Guiana ( French )

Guinea Bissau Republic

Guinea Republic

Haiti Republic

Hawaii

Honduras Republic

Hong Kong

Hungary

Iceland

India

Indonesia

Inmarsat (Atlantic Ocean)

Inmarsat (Atlantic Ocean)

Inmarsat (Indian Ocean)

Inmarsat (Pacific Ocean)

Iran

Iraq

Ireland

Italy

Ivory Coast, Côte d'

Jamaica

Japan

Jordan

Kazakhstan

Kazakhstan

Kenya

Kirghistan

Kirghistan

Kirghistan

Kiribati

Korea, South

Kuwait

Laos P.D.R

Latvia Republic

Lebanon

Lesotho

Liberia Republic

Libya

Liechtenstein

Liechtenstein

Lithuania Republic

Luxembourg

Macao

Macedonia

Malagasy (Madagascar)

Malawi

Malaysia

Maldives

Maldova Republic

Mali Republic

Malta

Marshall Islands

Martinique (French)

Mauritania Republic

Mauritius

Myanmar

Mexico

Monaco

Monaco

Mongolia

Montserrat

Morocco

Mozambique Republic

Oman

Namibia Republic

Nauru Republic

Nepal

Netherlands

Netherlands Antil.

New Caledonia

New Zealand

Nicaragua

Niger Republic

Nigeria

North Korea

Northern Mariana Is.

Norway

Panama Republic

Papua New Guinea

Paraguay Republic

Peru

Philippines Republic

Poland Republic

Portugal

Puerto Rico

Rwanda

Reunion (French)

Romania

Russia

Russia

Saint Kitts And Nevi

Saint Lucia

Saint Thomas

Saint Vincent

San Marino Republic

Saudi Arabia

Senegal

Seychelles Republic

Sierra Leone

Singapore Republic

Slovak Republic

Slovenia Republic

Solomon Islands

Somalia

South Africa

Spain

Sri Lanka

Sudan Republic

Suriname Republic

Swaziland

Sweden

Switzerland

Syrian Arab Republic

Taiwan

Tajikistan Republic

Tajikistan Republic

Tanzania

Thailand

Togo

Tonga

Trinidad and Tobago

Tunisia

Turkey

Turkmenistan

Turkmenistan

Turkmenistan

Turks and Caicos Islands

Tuvalu

U.K.

U.S.A

Uganda

Ukraine

United Arab Emirates

Uruguay

Uzbekistan

Vanuatu Republic

Vanuatu Republic

Venezuela Republic

Vietnam

Virgin Island (U.S.

Virgin Island(British)

Western Samoa

Yemen (P.D.R)

Yemen Republic

Yugoslavia

Zaire (Democratic Republic Congo)

Zambia Republic

Zimbabwe Republic

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