PTCL Business Process

PA K IS TA N T E LE CO M MU N IC AT IO N CO MPAN Y LIMITED

P TC L B U SS I N ES S P RO C ES S ES TRIPLE-E ENGAGEMENT PROGRAM

BY MIAN ABDUL BASIT INTERN ENGINEER CITY EXCHANGE PESHAWAR MAY 14 , 20 13

1. 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.

1.1 Mission To achieve our vision by having: •

An organizational environment that fosters professionalism, motivation and quality

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An environment that is cost effective and quality conscious

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Services that are based on the most optimum technology

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"Quality" and "Time" conscious customer service Sustained growth in earnings and profitability

1.2 Core Values •

Professional Integrity

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Customer Satisfaction

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Teamwork

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Company Loyalty

1. Introduction This document is written in attempt to explain the business process used in PTCL landline services, in a succinct manner. In the text given below the service provisioning and fault rectification is explained in the form of flow chart and then the important steps involved are elaborated compendiously. This document also explains the shortcomings and deficiencies in the existing process and suggestion for it improvement are also presented.

2. Billing and customer care system (Bncc) Pakistan Telecommunication Company Limited (PTCL) uses an online computerized billing and customer care system (Bncc) to provide submission of online applications for obtaining of new connections. Under the package the consumers are given the new connections without submission of prior demand note. The installation charges in the form of demand notice are then paid after inspecting the premises. The whole process is explained below

Step 1: The customers who needs new connection either apply for NTC by calling helpline number 1236 or visits PTCL office where he requests for filling a form for a new connection

Step 2: After the form is filled the respective ABM/BM issues demand note to the customer for payment in Bank Step 3: After the demand note is paid, the ABM sends the sectional CSR to visit the premises where the connection would be installed. Step 4: The sectional CSR visits the premises and analyze the area and determines the nearest possible DP for the connection. Step 5: The CSR reports the feasibility of the connection and discuss it with the ABM and decides about the most feasible cabinet pair and DP pair. Step 6: DP and cabinet pair information is passed to the operator who inputs them in Bncc system. Step 7: The operator also assigns a telephone number to the customers in coordination with MDF staff and switch team Step 8: Depending upon the type of switch, the number is either constructed automatically by the system or switch operator creates it on system manually. Step 9: After successful creation of the number, Switch staff validates the telephone number Step 10: After the validation step , the whole information is passed back to the bncc operator who applies OCS confirmation. Step 11: The bncc operator archives the telephone number Step 12: MDF related information (from step#6 and step # 7 ) is provided to the MDF staff and they connect the respective cabinet with switch Step 13: The sectional CSR then connects the customer premises with the cabinet by doing jumpers in Cabinet

Fault Rectification process In addition to the provisioning of services, The Company also makes sure to resolve faults in time, to enhance business and to earn revenue. For this purpose PTCL uses computerized data base system known as CRM. Customer relationship management (CRM) is a model for managing the company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize customer service, and technical support. The existing Fault rectification process is explained below

Step 1: Customers calls the helpline number 1218 and lodge a complaint against his faulty telephone number. Some customers don’t call 1218 , instead they opt to come to office and register their fault manually. Step 2: 1218 operators inputs the number in database (Siebel CRM) which is automatically assigned to the concerned operator of the specific exchange Step 3: The fault operator in war room receives the fault on his console and the assign the fault to the concerned sectional CSR Step 4: After CSR visit the premises, he reports back to fault operator. The reports may of different types depending on the nature of the fault. Either it was a line fault and the issue is resolved or line is perfectly ok but the fault lies in MDF / Switch / Broadband . The third case might be a major outage like malicious cut or ONU/MSAG power failure. As per the report of the CSR , the fault operator applies different commands on CRM. If the issue is resolved, Operator sends the

number to “Pending verification”. The outbound dialer then confirms rectification by contacting the customer either automatically or manually. Step 5: If line is perfectly ok (or rectified now) and the problem is in Switch/ Broad band fault, the operator manually assigns the number to respective staff Step 6: If there is a major outage on any network element, or the number is closed in nonpayment or the customer is unable to verify the complaint resolution, the operator request to NRB the number. Step 7: This step comes to the scene as a result of step 4, If by any way the number is not cleared from the system, the CC-SSC team reassigns the number to respective operator in the status of “Customer Reopen”. The operator then repeats the whole process.