The client, Telecom Fiji Limited (TFL) is the sole provider of local and national (trunk) telephony services, and owns the only public switched telephone network in Fiji. The TFL network consists of 55 telephone exchanges throughout Fiji and Rotuma, connecting more than 101,000 customers. TFL provides and operates telecommunication services in Fiji under the provisions of the Post & Telecommunications Decrees 1989. This license gives the company a monopoly on the provision of network services, but the provision of telecommunication equipment is open to competition.
TFL had the OSS/BSS (Operational and Business Support Systems) enterprise systems and architectures currently deployed with most of the telecom service providers (TSP’s) are unable to satisfy the TSP’s need to introduce new value-added services or bundles of services at a fast pace to fight churn and ensure higher average revenue per user(ARPU). The current EA required lot of custom integration effort which made it unsuitable for satisfying the ever-changing business requirements. It strongly felt a need for a Next Generation enterprise that could support: Multiple Technologies/Networks, Diverse services, Complex and inter-dependent charging principles, Complex business processes, Convergent service definitions, Rating, Billing, and Customer care.
Since OSS and BSS systems need a lot of shared data so tight integration is important. We created a technology framework that was more plug and play with a reduced level of standardization. Our team developed a technology blueprint that covered sourcing strategy and a POC plan to isolate the risks and assumptions. Best practices enabled us to keep a flexible, process driven architecture that could be configured easily as per the changing business scenarios. Our experts created along the lines of an SOA model, adding the ‘Services’ and ‘Governance’ extensions which helped develop a workable metamodel without using every possible element. It was implemented within an 8 month timeframe.
- Cost reduction became possible through efficiency improvement
- Risk management became more effective
- End-to-end Service Management for all networks was possible
- Improve Customer Satisfaction
- Support for SLA based on network data
- Less churn of customers and more ARPU
Learnings – These are some important lessons
- Prioritization of program phases is key to such engagements
- Domain know-how is a must
- Change management can be tackled easily through a wide variety of communication mediums