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Sri Lanka Telecom Case Study
Sri Lanka Telecom Deploys Clarity’s Integrated Next Generation OSS and Delivers Real Service Improvements
We are the first to deploy a single OSS network wide across both legacy and next generation network . We are the first incumbent Tier 1 in Asia Pacific to replace all legacy systems with a single next generation OSS /BSS platform 2. SLT operator in Sri Lanka providing international and national fixed line. assurance and billing system delivering true convergence to the customer 4. . ADSL. SLT is heavily focused on developing standards of customer care. In line with world’s best practice. We ensured the success of the project by empowering our staff and developing a true “strategic partner” relationship with our vendors Clarity and Convergys 6. hosting. It is a single system that manages the diverse range of technologies deployed in our network. ISDN. internet. Our mission is to anticipate and fulfill the communications requirements of all sectors of the nation.with the system supporting the entire business . We set. Our innovative application of leading technology and world’s best practice is delivering true value to our business. monitored and met key performance improvements including time to deliver service. It manages our complete range of products which include PSTN.all network. from 60 year old circuit switching SLT’s Application of BSS/OSS 1. Through an international tender process. In an increasingly competitive market. data.within 24 months 5. with decreasing tariffs. Since implementing Clarity OSS we have seen dramatic improvements in both the way we do business and the level of service we provide to our customers. our customers and our nation equipment to the latest next generation network equipment. we are growing our market share and increasing our revenue 10. reliable and customer focused telecommunications service provider with a global reach. we have been improving our IT infrastructure through the implementation of enhanced computerised information systems. We are building the capacity to respond effectively and speedily to customer demands and provide total customer satisfaction. to modernise and automate the way we manage our network and provide service to customers. We are the first to support all services including POTS. internet. and how it is used to provide service to customers. In 2003 we commenced an Operational Support System (OSS) initiative. we selected a next generation OSS from an international company called Clarity.2 | SLT Case Study Innovative OSS Implementation Delivers Quantifiable Business Benefits Sri Lanka Telecom (SLT) is the Tier 1 telecommunications operator of Sri Lanka. services and customers . data and mobile services. international and national long distance and VoIP. network utilization and monthly revenue 7. We are a technologically advanced. Since implementing Clarity OSS we have seen dramatic improvements in both the way we do business and the level of service we provide to our customers. We achieved one of the fastest implementations in the world . data services. Today we have over 600 staff using Clarity’s world leading technology to understand what network we have. We achieved the normally incongruent goals of reducing costs whilst increasing levels of service 8. The system manages our network inventory and automates our delivery and repair of services. We achieved a return on our multi million dollar investment in just 3 months 9. NGN and CDMA WLL within a single integrated provisioning. SLT is Mr Shuhei Anan the only integrated Director.dramatically extending the life of existing network whilst reducing the time to deploy new technology 3. how it is performing.
Increasing the Number of Services Delivered and Reducing the Number of Services Waitlisted Product Innovation and Leadership “We have recently launched a number of innovative product and service offerings including DSL for residential customers and IP VPN/MPLS for corporate customers. This is a new world. an internet that provides access to global information. As a result we have substantially reduced the size of our waiting list and the time that customers wait for service. on demand services to our customers. we reach about 19% of active mobile customers. CDMA will facilitate deployment of an additional 150. With over 65% of the data services market we are setting the standards in corporate communications. such as Clarity. OSS is a vital technology in sustaining our position as market leader and innovator. fiber optic cabling that delivers voice. applications and content.3 | SLT Case Study Deployment of Infrastructure to Meet Customer Demand for Connections “Knowing where our network is and what it is being used for has enabled us to turn our investment in network to revenue. Through our subsidiary. camera and computer into a single device. high quality. With line deployment status managed by the system we are able to deliver new lines to customers within hours of them being installed. Despite an extremely competitive environment.000 lines per year. we are first to launch the latest in high speed internet connectivity. with new demands and exciting new challenges. Palm top devices that combine telephone. and Operational Support Systems.” 1 4000 1 6% 1 4% 1 2% 1 0% 1 2000 1 0000 8000 8% 6000 6% 4000 4% 2000 2% 0% A ug-04 Sep-04 Oct-04 No v-04 Dec-04 Jan-05 Feb-05 M ar-05 A pr-05 M ay-05 Jun-05 0 Jul-04 Orders Waitlisted Orders Delivered % Waitlisted Our OSS provides online access to accurate information about our network inventory and available capacity.000 lines on track for deployment this year. And as Sri Lanka’s premier Internet Service Provider.000 customers using our next generation IP services with over 500 new subscribers joining us each month” OSS helps us to quickly deploy the best technologies to deliver the latest products and services to our customers. data and images at the speed of light. . We have deployed over 50. We enjoy market domination with 87% of fixed line services. OSS has helped us leverage new technologies. We are today in an era of advanced technology. Mobitel. which enable us to leverage these technologies to provide innovative. We have invested over half a billion dollars building our national and international telecommunications network. our total network utilisation is now 84% and our revenue has increased by 4%. OSS Automatically Tracks and Allocates our Network Facilities.000 new copper lines last year with an additional 60. such as a 25 million dollar CDMA wireless local loop network that extends the coverage of our existing network. We now have over 70.
600% increase in the volume of provisioning transactions whilst maintaining existing staffing levels and provisioning times” 2500 1 00% 2000 80% 1500 60% 1000 40% 500 20% We have dramatically increased the number of fixed line services delivered each month from 841 in July last year to 11. services and content to Sri Lanka Reduced Time to Deliver Service “With OSS to automate our provisioning processes we are managing a 1. 0 Jul-04 A ug-04 Sep-04 Oct-04 Nov-04Dec-04 Jan-05 Feb-05 M ar-05 Apr-05 M ay-05 Jun-05 Total Orders P rovisioned % P rovisioned in 24 Hours 0% % Provisioned within 48 Hours OSS Automates our Provisioning Process Enabling a 1.4 days. such as OSS. Since deploying the system we have supported a 1. Some fixed line services are now provisioned same day which is a first for Sri Lanka. From the time an order is placed in one of our shop fronts. manages and streamlines the provisioning of that order. When the system went live in February 2004.600% Increase in Provisioning Transactions Rapid Repair of Service Faults “With OSS adding intelligence and automation to our fault management process. an increase of more than 1. opens the door to great service.600% increase in the volume of provisioning transactions whilst maintaining existing staffing levels and our improved provisioning times.493 in June this year. products.that of a more customer centric. efficient and professional institution where technology. the time to deliver service dramatically decreased with the time to provision a customer fixed line service reducing on average from 14 days to 2 .000%. our OSS tracks.4 | SLT Case Study Our Next Generation IP Network is delivering the latest technology. . We have over 100 customer care staff in our dedicated ‘121’ call centre managing thousands of customer calls per day. our rate of clearing faults has climbed to 96% in the Colombo Metropolitan area and 84% across the whole country” Our dedicated customer call centres reflect the changing face of SLT .
5 | SLT Case Study Our OSS provides our call centre staff within a sophisticated system for managing customer faults. Fault Tickets M anaged Per User Average No. Service Orders M anaged Per User The productivity of our highly skilled. Our OSS takes OSS has Improved our Operational Efficiency Enabling our Existing Staff to Manage Increased Volumes of Services Orders and Customer Calls Reduced Revenue Leakage “Our multi million dollar investment in OSS and BSS was returned within 3 months. and has resulted in considerable savings while providing superior maintenance. Advanced computer technology. . nationwide workforce has improved dramatically. The number of lines per employee is a key measure of telecommunications productivity and this has improved by 300%. with higher productivity in resource management and much improved customer care.000 employees workforce productivity improvements have a direct impact on our bottom line. We also plan to use OSS to support centralisation of resources in the core network where transmission and switching functions take place. We plan to open another 10 OMPCs in 2005/2006. of Faults M anaged % To tal Fauls Cleared 0% Adding OSS Intelligence and Automation to Fault Management Processes Enables us to Improve Fault Clearance Rates and Manage Increased Volume of Customer Calls Increased Workforce Productivity “OSS has supported a restructure of our organization resulting in higher productivity. In the last year our OSS has helped us quickly resolve over 250. a fairly new concept to Sri Lanka. OPMC. cost reductions and much improved customer care” 0 Jul-04 Aug-04 Sep-04 Oct-04 Nov-04 Dec-04 Jan-05 Average No. Within seconds of a customer reporting the fault. including our OSS has made this possible. Since the system has commenced operation we have reclaimed USD 6 million of lost revenue per month” We implemented OSS in conjunction with our next generation convergent billing system from Convergys. profitability and returns to our shareholders whilst reducing the time and cost to deliver service to our customers. The two systems work hand in hand to provide automated and customer friendly billing. 60000 1 00% customer orders and fault tickets from our 58 customer interface centres (teleshops and regional offices) and automatically distributes work to the appropriate OPMC. the system automatically distributes the fault to the appropriate SLT staff and tracks it through to resolution. A single bill can be produced for any combination of products and services. They have enabled us to increase revenue. centralises resources and facilitates rapid deployment to locations where they are needed. Our rate of clearing faults has climbed to 96% in the Colombo Metropolitan area and 84% across the whole country. 1200 1000 800 600 400 200 50000 80% 40000 60% 30000 40% 20000 20% 10000 0 Jul-04 A ug-04 Sep-04 Oct-04 Nov-04 Dec-04 Jan-05 Feb-05 M ar-05 Apr-05 M ay-05 Jun-05 To tal No . This has vastly improved our delivery and maintenance of service to new and existing customers. Our OSS/OPMC concept has paid off quite well.000 reported faults. In 2004/2005 we established 6 Outside Plant Maintenance Centres (OPMCs) to manage our outside plant and customer premise networks. With over 7.
And. We had millions of items of equipment and exchange lines to find. flexibility and cooperation shown by the Clarity Team in working with our staff. “It certainly helped to be working with a company experienced in implementing OSS for incumbent Tier 1 operators.” Simplifying Data Migration “SLT is extremely happy with the Clarity product and the level of professionalism. we can ensure that we are billing for each active service. The system is truly delivering real value to the SLT business through increased productivity. and using Clarity’s data migration methodology and toolkit we achieved over 95% data accuracy. reduced costs. Clarity quickly recognised both the risks and opportunities. We had very complex. improved utilisation of network . Clarity quickly recognised issues and risks and implemented clever strategies to mitigate against them. Guided by Clarity’s data migration experts.” We knew that the biggest risk to a project this ambitious would be the data migration.6 | SLT Case Study Industry Leading Integrated OSS and BSS Platform from Clarity and Convergys With real time integration between OSS and billing we can automatically and instantly initiate billing for new services. Our returns grow each month as we add additional exchange areas. with OSS keeping an accurate record of every service in the network. They helped us plan and manage a fairly unique data migration strategy. We Return on Investment in Just 3 Months SLT’s multi million dollar investment in OSS was returned within 3 months of the system being implemented in our pilot exchange area. combined the capabilities of those network platforms that that could provide data (auto discovery) with the knowledge of our local exchange staff. uniquely configured corporate data services and hundreds of thousands of “virtually configured” next generation IP services. Since implementation we have reclaimed USD 6 million of lost revenue per month.
” OSS has been a key enabler in creating a brand new image for SLT. OSS has facilitated our deployment of new technologies such as CDMA and advanced products such as IP VPN MPLS. It has delivered the workforce productivity and customer service improvements required for our “new visage” as a technologically advanced reliable and Summary of Business Benefits • • • • 6 million dollars of reclaimed revenue Productivity improvements of 300% 50. From connection to call completion.000% increase in number of services delivered and decrease in services being waitlisted Fixed line delivery times reduced from 14 days to 2 to 4 days Fault Clearance Rates increased to 96% Mr Rohana Wijeweera Chief Information Technology Officer. every step is accomplished with a high degree of professionalism incorporating top class technology.” customer focused telecommunications service provider with a global reach.7 | SLT Case Study and reduced time to deliver service to customers. whether it be new services or maintenance of existing ones. It has helped us to achieve our goals of technology leadership. It has enabled organizational improvements including the establishment of centralized call centers that provide a single point of contact for customers. “With OSS integrating our customers with our network. increased productivity and vastly improved customer service. This enables SLT to deliver real value to Sri Lanka by offering a higher quality and broader range of service. and regional operations centers that co locate resources and equipment for rapid deployment to locations where they are needed. automating our processes. It has reduced the time and cost of delivering service to customers.000 new lines deployed last year with additional 60. more quickly. and at very competitive prices. “SLT is extremely happy with the Clarity product and the level of professionalism.000 lines on track to deployed this year Latest technologies readily integrated into existing network and innovative new services launched to meet customer demand 1. SLT • • • .” The End Result? A Transformed Business “OSS has been a key enabler in creating a brand new image for SLT. flexibility and cooperation shown by the Clarity Team in working with our staff. and enabling service innovation we can set our sights on a world beyond.
CLARITY INTERNATIONAL LIMITED 15 BLUE STREET NORTH SYDNEY NSW 2060 AUSTRALIA TEL: +61 2 9925 5000 FAX: +61 2 9955 9999 WWW. broadband [on ADSL] and dial up. SLT provides facilities and services to its customers. Clarity solutions currently help utilities around the world manage over 250 million subscribers. About Clarity Clarity enables its customers to simplify their operations with a unified operational management solution.clarity. Clarity provides an integrated. data circuits. The group of company has over one million customer base including multinational corporations. to IP based services such as IPVPN.slt.com. please visit us at www. The company was also awarded an AAA (sri) rating by Fitch Ratings Lanka followed by a B+ international rating by Fitch International and Standard & Poor’s. total solutions of combination of multiple services. Clarity has offices worldwide. advance data transmission services which include internet services on leased lines. 2 and 3 customers worldwide.5 billion. Clarity solutions provide the lowest total cost of ownership using embedded best practices and process-driven workflow to reduce the complexity. These services range from domestic and international voice. For more information. Clarity empowers its customers to generate and protect revenue and enhance the complete customer experience.lk. Today with NTT of Japan as a strategic partner. risk and cost of operations. Established in 1994. which are unmatched in scope.CLARITY. frame relay solutions. large and small companies. and deliver and assure the quality of customer services.8 | SLT Case Study About Sri Lanka Telecom Sri Lanka Telecom is one of the country’s most vital utility companies with an annual turnover in excess of Rs. retail and domestic customers. satellite uplink services and mobile telephony through fully owned subsidiary Mobitel. For more information.COM . modular solution to optimise and automate core operational processes to manage network build and movements. With over 35 Telecom Tier 1.29. please visit us at www. develop and sell next generation products.
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