CNFO OPERATING MODEL
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CNFO OPERATING MODEL
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CNFO OPERATING MODEL
1. CNFO Core Purpose
2. Alignment with ETOM
3. Core Network Field Operations divisions a) Terrestrial Operations b) Submarine cable Operations c) Satellite Operations d) Maritime Operations
4. Key Drivers / Guiding Principles
5. Gap Analyses
6. Change Strategy
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7. Regional Administration and Support
8. Consolidated Support Functions
9. Q & A
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CNFO Core Purpose
In CNFO our core purpose is to Create a High Performance Customer Centric Caring
Culture Delivering Service
CNFO Function
To ensuring the maintenance, installation and improvement of the core, complex, high speed network in Telkom, maritime, undersea cable, radio and earth station divisions in the company”
Purpose of the Operating Model
The purpose of the operating model is to ensure the optimal deployment & management of people resources, standardise, regroup, refocus, and realign the functions within CNFO with a minimum disruption to operations and impact on people.
From a company perspective, we are realigned to ETOM and ITIL model
• Operating Model will ensure alignment within NCO based on the centre strategy
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CNFO OPERATING MODEL
Telkom’s operations aligns with the ITIL and eTOM model
The graphic representation of an eTOM model consists of rows and columns, the intersections of which denote specific business processes. eTOM processes fall into three broad sections: "Strategy, Infrastructure & Product", "Operations", and
"Enterprise Management", as shown in the following diagram
CNFO operates primarily within the Resource Management & Operations layer
NCO
CNFO eTOM model
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CNFO OPERATING MODEL
Within Core Network Field Operations there are four (4) key areas of operations namely
•
Terrestrial Operations
• Submarine Operations
• Satellite Operations
• Maritime Operations
Operational Interface touch points
• Terrestrial operations primarily interfaces the centres (ISD, CNOM, SSC) and secondary interfaces the regional based services organisations (NIP / NFS etc)
• Maritime Operations primarily interfaces with shipping community and from an organisational point of view SAMSA, ICASA, DOT, and ATNS
•
Submarine Cable Operations primarily interfaces submarine cable landing parties, centre
(INOC) , Global Capacity Business including Submarine cable consortiums
•
Satellite Operations primarily interfaces with centre (INOC)
National Logistic and Support functions supports the business across the patches and is key in terms of network reliability and field support
HR & Finance Business Partners supports CNFO nationally with regional presence
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CNFO OPERATING MODEL
Terrestrial
Operations
Submarine
Cable
Operations
Maritime
Operations
Satellite
Operations
National Logistic and Support
National Spares and SHE Support
Business Partners
– HR and Finance
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CNFO OPERATING MODEL
Mapping of functional areas across regional domains
Operational Function
Terrestrial Operations
NER GCR CR ER
Submarine Cable
Operations
Satellite Operations
Maritime Operations
Regional Senior Manager Antoinette
Stopford
Gabriel
Ramosolo
Jay Ramlal
SR WR
John Thomas
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FUNCTIONAL DOMAIN – TERRESTRIAL OPERATIONS
Terrestrial Operations are based on a patch concept and areas are assigned to ops managers with MDF and dispatchable staff in line with the Tiered Model i.e. Tier 0 supported by RTS
Staff within the patch are multi-skilled in terms of the technology deployed i.e. transmission, data, microwave switching etc.
The greater portion of CNFO staff operates within the Terrestrial Operations, where the bulk of the staff are dispatchable using Advantex while a small component is non-dispatchable with workflow either by
Webforce, Unibase or telephonically
Field Operations
(wall-to-wall)
MDF
Quality
Acceptance
Regional Alarm Platform Support
Regional Technical Support
DC Power
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FUNCTIONAL DOMAIN – TERRESTRIAL OPERATIONS
Terrestrial operations can be segmented into two types of field operations namely Rural / Deep Rural and Urban operations
Urban
- High concentration of activities
- High impact on
NG NEC
Network growth significant
Rural
Low concentration of activities and teledensity
High diversity of legacy technologies
Deep Rural
Low volumes, long travel distances and slower pace of network transformation
Skills mix will significantly change in the urban areas as a result of the NG NEC roll-out where staff in these areas of the business will become more IP centric
Staff deployed in the Rural areas will continue to focus on the legacy networks with pockets of NG NEC areas
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FUNCTIONAL DOMAIN – TERRESTRIAL OPERATIONS
Specialised functions within Terrestrial Operations
• DC Power • Mast and
Tower
• Regional
Technical
Support
DC power ATP and
Quality Acceptance
DC power maintenance
Within these section some staff are certified to sign the
COC
Specialised training and climbing skills are required to maintain microwave and radio systems
Within the rural environment it is essential
‘
Support field operations
Manage” the network in conjunction with the NOC
Integrate new technology
Attend to element communication failures, assist with system back-up
Assist the NOC with mapping of element on NE Servers
Assist Field staff with fault analysis.
• Regional
Alarm
Platform
Support
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FUNCTIONAL DOMAIN – SUBMARINE CABLE OPERATIONS
Submarine Cable Operations deals with the maintenance and operations of the submarine cable connecting South Africa with the rest of world via SAT3/WASC/SAFE, WACS and EASSY systems
Submarine Cable
Maintenance
This operations deals with operators outside the countries that are linked to the submarine cable and the traffic associated with it
Submarine Network
Operations Centres
Telkom SA performs the Submarine
Network Operation centre (SNOC) functions for the SAT-3/WASC/SAFE and EASSy systems.
Submarine Cable Depot
Cable Depot operations deals with the management of the depot operations for the various consortiums i.e. warehousing of subsea cable and equipment
The cable landing stations are located at Mtunzini in the Eastern Region,
Melkbosstrand and Yzerfontein in the
Western Region
The operations centre manages the traffic and provides technical support to all submarine cable landings linked to the systems
The consortiums that use Telkom’s cable depot facilities SAT3-
WASC/SAFE ; SEACOM ; ADONIS ;
LION ; EASSY; WACS
Staff are required to work shifts to ensure 24 x 7 operations at Melkbosstrand while the other landing stations operate normal hours and perform call-out afterhours
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FUNCTIONAL DOMAIN – SATELLITE OPERATIONS
Hartebeesthoek performs support for all satellite communications and related equipment to ensure the maximum reliability and availability of services.
Standard International Satellite
Services (SISS)
The SISS staff is responsible for all non
VSAT services including maintenance of the satellite transmission platform for the
VSAT network, power and environmental infrastructure.
Very Small Aperture services (VSAT)
The VSAT staff is responsible for all the
VSAT platforms and their functioning as well as maintenance or any other related operations required.
All the VSAT activations is done from
Hartebeesthoek.
If requested assists with assurance support and network analyses.
Changing dynamics in services and new technology from voice and data into a NGN IP solution within the Satellite operations requires the need to review the current operations to understand and align the new functions with the Operating Model.
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Staff are required to work shifts to ensure 24 x 7 operations including after-hours call-out
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FUNCTIONAL DOMAIN – MARITIME OPERATIONS
Maritime Operations can be segmented into two types of operations namely Maritime
Radio Operators and Maritime Technical Operations
Operator assisted Radio Telephone calls Responsible for the maintaining the main controlling station and standby HF receiver site at Cape Town Radio
Automated telephone calls (Autolink)
Email over HF radio
Safety Of Life at Sea Services (SOLAS) – contractual obligation with NDOT
Maintains thirty six (36) MF and VHF remote sites along the coast including remote main HF receiving site in Yzerfontein
Maintains the High Frequency high power transmitting station in Klipheuwel
Radio transmitters and receivers located along the coast in Eastern and South Region are maintained by the regions
Staff are required to work shifts to ensure 24 x 7 operations and is based in Milnerton Cape Town
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01
– Network Management
02 - Service Delivery 03 - Resource Management
Ensuring alignment to centre strategy fundamentals and e-TOM
Meet CNFO value chain targets Defining Functions with Relevant JD’s for Dispatchable vs. Non-dispatchable staff
CNFO alignment to the Tiered Model i.e. Tier 0 will perform first line maintenance (first dispatch) supported by RTS
Improved focus on Service Delivery
Performance and customer centricity
Allocation of resources to the accelerated deployment of NG NEC
Ensure clear role definition and accountabilities
Ensure correct mapping of all functions and staff performing them into the four
Operations domains
Ensure a leadership, employee and customer centric focus
Focus on motivating staff in changing environment
Field Productivity Model / Quantitative and qualitative measures.
Ensure adequate support to the field staff and regions including WO creation to ensure appropriate dispatch and to extract maximum efficiency
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04 - Managed Operations 05 - Urban and Rural
Operations
06 – Effectiveness and
Efficiency
All platforms visible and available to the centre must be managed by the centre
Urban is impacted by high volumes, short travel distances and increased network transformation i.e. NG vs. Legacy
Optimise human capital cost (minimum cost increase)
Platforms not available to centres (legacy system) will be managed by CNFO
Rural is impacted by low volumes, long travel distances and slower pace of network transformation i.e. Legacy vs. NG
Greater specialization of RTS (center of excellence) in the urban environment vs. functional involvement of RTS based in the rural environment
The regions will be segmented into patches (turf) / area o Ensure a balanced work load and distribution of work o Staff will be multi-skilled based on the technologies deployed in the patch to ensure wall-to-wall concept o Create a realistic and manageable
Span of Control in line with the companies norms o Span of control could differ between rural and urban areas
Optimal span of control
Ensure effectiveness of the staff through training and compliance
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CNFO OPERATING MODEL – Gap Analyses
Standards
Non standard working procedures/ functions in the
CNFO regions
Non standard implementation on dispatching rules
Non compliance to the wall to wall concept
Mapping & JD
Non-alignment of JD with functions being performed
Incorrect mapping of staff
Inconsistent consolidation of support activities within the regions
Re-evaluate shifts in terms of the business needs and alignment with operating model
Work to force rebalancing
Consolidation
Functions performed in the regions without going through due process
MLO concept inconsistently implemented in the regions
There are specific functions that need to be performed but not adequately catered for
Aging workforce and lack climbing skills
Functions
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CNFO OPERATING MODEL – Change Strategy
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•
•
•
1) Consolidate and Reorganise the Regional Administration and Support
4) Review and realignment of the Shift operations in line with changing business circumstances (NER / GCR)
Consolidate support functions within the regions
CNFO to validate all the functions being performed and map it accordingly
Support functions will be centralised per region or nationally
Standardise dispatchable vs. non dispatchable functions
•
•
Review and / or re-align the shift in line with changes in technology and business
Review the shifts at JDF and PPR and Satellite operations
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2) Mast and Tower
Address the issue of climbing to ensure long term sustainability of the operations
•
•
•
5) Workload / Patch rebalancing of workload (Western
Region)
Rebalance workload
Review the patches in terms of geographical area
Improved Span of control and distribution of staff
•
3) Satellite Operations Reveiw
The Satellite environment is evolving from voice and data into a NGN IP solution with the new network equipment and therefore the need to review the current operations to understand and align the new functions with respect to Operating Model.
•
•
•
6) Wall-to Wall Implementation (Southern Region (PE))
Implementation of the wall to wall concept
Implement training plan to support wall to wall concept
Address current and future network changes that will impact on WFM dispatching
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CNFO OPERATING MODEL – Change Strategy
Investigation Completed (Consultation) Investigative Phase (Pending)
Consolidate and Reorganise the Regional
Administration and Support
Mast and Tower
Workload / Patch rebalancing of workload
(Western Region)
Satellite Operations Review
Wall-to Wall Implementation (Southern
Region (PE))
Review and realignment of the Shift operations in line with changing business circumstances (NER / GCR)
Workload / Patch rebalancing of workload
(Eastern Region)
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Consolidate and Reorganise the Regional Administration and Support
Core Technical
Function (OP1)
Alarm Platform
Support Function
DC Power
Function
Technical MDF Function
(OP2)
Regional
Core Technical
Support Function
(S6)
Regional
System
Administration
Function
Regional
Spares
Coordinator
Function
TieNet / TMNet
Function
Various Support
Function i.e.
Special Projects
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Support – Non dispatchable
Technical
Support Function
Functions aligned in the regions
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MLO Function
National Logistics
Support Function
Functions not aligned in the regions

Consolidate and Reorganise the Regional Administration and Support
Core Technical
Maintenance
Functions (OP1)
MDF Function (OP2)
DC Power Function
Technical
Alarm Platform
Support Function
TieNet / TMNet
Function
Regional System
Administration Function
Regional Technical
Support Function (S6)
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Support – Non dispatchable
Business
Support Administration
Function
Regional Network
Support Function
Network Support
Administration
Function
Regional Spares
Coordination Function
New Functions introduced to ensure alignment in the regions
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Regional Service
Delivery Co-ordination
Function
National Logistics
Support Function

Network Support
Administrators
Function
• WO creation
• E-WAP , Routine Tracker, Planned Work Management
• Tier 1 legacy surveillance function
• Area Report Feedback function
Regional Service
Delivery
Co-ordination
Function
Regional Network
Support Function
Regional Spares
Coordinator
Function
• Drive TSA 100 targets
• Drive CNFO Value Chain Target
• Support dispatchable staff
• Report on targets deviations and drive relevant action plans
• NIP Interface management
• Ensure unique Customer Solutions
• Regional Master Plan tracking
• Assist RTS with Network Roll-out
• Support to region in terms Spares management
• Monitor regional reports to ensure correct dimensioning of DOP
• Conduct DOP Audits
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Q & A
End
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