Work Shop on CDR project 21-JAN-2011 and 22-Jan-2011 BRBRAITT, Jabalpur. IT Project Circle The only thing constant in the world is “Change” 2 IT Project Circle The CDR project CDR project-1 CDR project -2 CDR Sub Project 1.1 CDR Sub Project 1.2 CDR Sub Project 2.1 CDR Sub Project 2.2 East Zone Data Center South Zone Data Center West Zone Data Center North Zone Data Center Kolkata Hyderabad Pune Chandigarh By M/s HCL Ltd By M/s HCL Ltd By M/s TCS Ltd By M/s TCS Ltd IT Project Circle CDR Program at BSNL is one of the most complex and true transformation program It’s NOT only a technology / IT project … it’s a Organization transformation Challenge This program is stepping stone in creating a world class OSS/BSS infrastructure that could truly support convergence It’s a complex project – both in terms of impact on Customer and Employee Largest ever IT Consolidation (from 333 SSAs to 4 DCs) and process standardization attempt 4 IT Project Circle Status of rollout South 49/70 SSAs 59/66 SSAs 72/110 SSAs 73/87 SSAs East North West 253/333 SSAs Total 253/333 ( 76 %) NORTH 72 /110 WEST 73 /87 SOUTH 49 /70 EAST 59 /66 HP 5 /6 HR 6 /9 CG 6 /6 MH 25 /30 AP 14 /22 KL 1 / 11 AS 7 /7 BH 18 /19 JK 3 /5 PB 10 /11 MP 34 /34 GJ 8 /17 KT 17 /19 TN 17 /17 JD 5 / 6 NE-I- 3 /3 RJ 16 /24 UE 22 /31 NE-II 1 /3 OR- 13 /13 UW 6 /18 UT 4 /6 WB 12 / 14 CTD 0 /1 CHE 0 /1 IT Project Circle Software implemented in CDR HCL TCS SE NW CDR project 1 2 1 Billing System, CSG – Kenan FX Convergys 2 Accounting System Oracle Financial MySAP 3 Bill formatter G1 Fortune 4 Mediation Intec Intec 5 Provisioning Clarity Clarity 6 Inventory Management Clarity Clarity 7 EAI Oracle FMW Oracle FMW 8 DQ BTS Logic BTS Logic 9 EMS HPOV HPOV 10 NMS HPOV HPOV IT Project Circle Software implemented in CDR SE NW CRM Siebel MySAP Web Self Care Siebel MySAP Revenue Assurance Connectiva Connectiva 14 Electronic Stapling Through Billing & CRM Through Billing & CRM 15 Enterprise Reporting G1 MySAP ERP FMS Neural Neural IOBAS Intec Intec 11 12 13 16 17 IT Project Circle Solution Architecture IOBAS IVRS Num. Management IVRS Call Center Billing Mediation Retail Billing CRM Content Billing Work Flow Process mgt 5 ESS Collection Corporate Billing Sales & Ordering EWSD Processing Electronic Stapling Compliant Handling System Validation Order Management Web self Care Distribution Agents Comm. C-Dot OCB MTE/ CES Bill Info E10B N/W Inventory Orders EAI AXE NEAX FETEX Others Provisioning FMS Creation/modification of Subscriber Fraud Detection Assignment of supplementary /value added services Analysis and Prevention ERS DQ EMS Report Generation Directory Printing Server Management Alert notifications Access to Ext Databases Desktop Management Listing Services Database Management Event Management N/W Management IT Project Circle CDR Project - Changes What Does This Transformation Mean to BSNL ? DC Consolidation: Reduction in costs thru consolidation from 334 locations to 4; leading to efficiency in operations Centralized control: leading to swifter decision making, faster time to market and cascading across BSNL Unified process: Standardized common documented processes, Operating Procedures, increased leverage of people and reduced margin for error Convergence capabilities: Lead to better quality of customer servicing and ensure high customer satisfaction IT Project Circle CDR based billing-Changes Existing Practices Changed Practices Invoice based billing Account based(balance Tariff plans based on MCUs Monthly fixed Charges driven by Exchange system Capacity brought forward) billing Tariff plans for CDR – e.g Instead of free calls – free minutes of usage or discount in terms of rupees No linkages between. Monthly fixed charges and Exchange system capacity IT Project Circle CDR based billing-Changes Existing Practices Changed Practices PCOs- Minimum guarantee and PCOs- Minimum Guarantee and commission monthly however billing is fortnightly Late fee in the current bill after pay by date on slab basis Free call calculation on monthly basis even though bills are issued to customers on bi monthly basis Commission co terminus with billing Late fee in next bill based on percentage basis i.e 2% of amount of bill subject to min of ` 10.00.For this purpose the i) arrear amount ii) S.T amount is not considered Free call / discount calculation at the time of billing depending on billing cycle. IT Project Circle CDR based billing-Changes Existing Practices Changed Practices Bills for various services for a A single electronically stapled corporate customer issued separately. Disconnection of phones and other activities controlled by SSAs Acceptance of Payments at SSA for customers of concerned SSAs only bill for a corporate customer involving landline, GSM, Leased line, Broadband etc. –opens avenues for better customer management and devising strategic tariff plans Disconnection and Reconnection automatic. SSAs to update payment information Payment management system for zone. Payments can be accepted across the zone. IT Project Circle CDR based billing-Changes Existing Practices Changed Practices No integrated accounting Integrated Revenue Accounting system. Accounting dependent on Sub ledger generated from billing system of SSA system- to generate revenue trial balance for SSA IT Project Circle CDR Project - Changes New Bill Format Last unpaid bills and payments shall reflect in the bill generated by CDR Customer Service moved from SSA to zone Cheque Bounce Scenario – Re-payment through cheque allowed Deposit billed in the next bill Integrated IT systems (CRM) Standardized Tariff Pooling of free calls Customer Hierarchy and customer specific discounts Multiple Billing cycles IT Project Circle CDR Project - Changes Customer Hierarchy and customer specific discounts Case 1 (a) Consolidated bill at parent level with bills at child level also dispatched to parent (b) Consolidated bill at parent level with bills at child level also dispatched to child IT Project Circle CDR Project - Changes – Service level charge redirection Case 2 (a) Complete LL charge or BB charges e.g LL payment by parent; BB payment by child account (b) Complete rental or complete usage e.g rental of LL paid by parent; Usage paid by child IT Project Circle CDR Project - Changes Case 3 – Redirection with limit (a) Invoice level redirection with limit e.g LL and BB charges upto `500 payment by parent; rest by child (b) Service level redirection with limit e.g LL upto `500 paid by parent; LL in excess of 500 and BB charges paid by child (c) Charge level redirection with limit e.g Usage of LL+BB upto `500 paid by parent; Rental of LL+BB and usage of LL+BB in excess of 500 charges paid by child IT Project Circle Together lets make this “Change” Thank You 20 IT Project Circle