Contents

 How does PTCL use Information Technology for their operations? (3)

 What type of Information System do they Use? (4)

 What are the components of this Information System? (4)

 What are the uses of this Information Technology? (5)

 At what time did they implement this Information System? (5)

 How do they use to operate before implementation of this information

technology? (5)

 What are the Advantages? (5)

 Is there any disadvantage? (5)

 What is the process of recovering cost and service after this IS is

acquired? (6)

1
Use of Information Technology in
Business Organizations
The organization which our group has observed and studied is PTCL
(Pakistan Telecommunication Limited.)

 How does PTCL use Information Technology for their operations?

PTCL is basically a communication providing organization that provides services for
telecommunication nation-wide in Pakistan. While many other communication providing are
now established in Pakistan, PTCL is still known to be the communication network spread
nation-wide having the most area covered.

PTCL provides land-line services, as well as broadband services in Pakistan. For this purpose, it
definitely needs an information system. Also, it needs – like any other organization – an
information system for its internal and external operations, like billing, budgeting, planning and
recording daily routine activities, etc.

 What type of Information System do they Use?

PTCL uses a software program named SAP (System Application Program), which is German
software. It connects all the authorized users of this software on a network. This software has
10-12 thousand users nationwide. All the users have access to the database of PTCL that
contains all the information about the customers, employees and fellow organizations. This
software is also called as ERP (Enterprise Resource Product). This software manages 6 modules
of PTCL i.e. HR, Finance, Projects, Operations, Planning and Marketing. The users of this
software can communicate with each other through this. Also, they can get the commands,
complaints and records.

 What are the Components of this Information System?

The main control of this system is in the hands of CTIO (Chief Technological and Informational
Officer). Then, the chain of command comes to IT technical support (National), then to IT
technical support (Provincial). The provincial technical supports deal with the billing, customer
database and technology. This system has components BNCC (Billing and Customer Care) and
CRM (Customer relationship Management).

2
The main IT help desk is at Islamabad, and the Peshawar, Quetta, Karachi and Lahore have
provincial Headquarters.

 What are the uses of this Information Technology?

There are several uses of this information technology in PTCL:

 For employees, to communicate with each other

 For keeping records of employees, like personal history, medical records, pension
records, etc.
 For keeping records of customers for billing and budgeting
 It adds value to the products and services of PTCL
 As only specific employees have access to it, it’s confidential as well.
 This software can deal with all the 6 modules of PTCL, at a time, efficiently.

 At what time did they implement this Information System?

This information system was implemented in PTCL in 2008. As PTCL was privatized in 2005, new
procedures were implied in the organization and modifying the technical support was also a part of it.

 How do they use to operate before implementation of this

information technology?
All the procedures of recording, accounting, billing and operations were handled manually
before the implementation of this information system.

 What are the Advantages?

The advantages of advanced technology are not unknown to anyone. Still the benefits of
specifically this system are that this excludes the involvement of paper from the operations.
Slowly but efficiently this system has taken place of the manual system of doing everything on
paper.

 Is there any disadvantage?

The only disadvantage (according to the users of this system) is that they have to provide their
services round the clock, 24x7. Before this system, they just used to come to office during
working hours. But now, they have to be online all the time and respond immediately to any
circumstances.

3
  What is the process of recovering cost and service after this IS is
acquired?
This product is German, as mentioned earlier. And the sellers of this product can be informed in
case of any problem or issue with the system.