Excellence Awards

In the midst of digital disruptions where data has become the new oil of the digital economy and customers wanting personalised experiences, we realized the need to shift gears to become a ‘data driven’ organization. Embedding ‘Analytics DNA’ across the organisation whilst uplifting ‘existing’ human capital through training and development was key. ‘Analytics at the edge’ is unique due to the volume of human capital and structural changes made from having 16 central analytics resources to 100 decentralised resources in a span of 8 months across the organization addressing 63 business problems and tripling the analytics contribution to overall profitability.

5G brings with it a level of complexity in terms of network planning & management that demands a new business and operational model for man-machine collaboration. China Unicom has introduced an innovative model that uses automation and intelligence to enable this evolution whilst bringing major benefits across the business.

China Mobile has deployed the world’s largest 5G SA core network and 390,000 5G base stations. This has created many challenges to operations. China Mobile needs to fulfill the social responsibility of achieving global carbon neutrality and to resolve operation challenges by improving the quality of 5G and reducing the operations cost. Adopting TM Forum Autonomous Networks (AN) as the core concept of network operations transformation, China Mobile has developed AN level-based evaluation system and formulated a five-year development plan to achieve L4 by 2025. Some key domains are still at L1 and are expected to reach L2 in 2021.

TELUS made a decision to leverage our world-class networks, technology, innovation and passionate team members to tackle challenges facing global healthcare systems. We believe technology plays a key role in transforming healthcare by connecting providers, patients, and payers with one another.

DITO Telecommunity is an emerging integrated communication service provider in the Philippines. DITO was derived from the Filipino word ‘here’ with the aim of creating a telecommunication community through providing a ‘world class service’ with high-quality network coverage and digital experience. As a new player with uncertainties brought by global pandemic, DITO has encountered many unprecedented challenges both in IT and networks. Benefiting from advanced cloud-native IT and network architecture design and full-fledged TMF Frameworx best practices, DITO harnessed comprehensive digital and intelligent support in IT and network construction and achieved all IT-stack commercial launch in 10 months.

In 2012, Three Ireland launched the country’s first digital-only mobile service, 48, for the youth sector: Eight years later, they made trust and control central to their transformation, giving Gen-Z customers control of their data, which they can donate to charity or their friends or roll over, among other things. THIS and 48 leveraged TM Forum assets – Open APIs, the Open Digital Architecture and the Cloud Native IT & Agility program – to reduce churn by 67% and time to market by 80%, increase on-boarding of new customers by 23 times daily and boost Brand Health scores.

Facing aggressive competition, Airtel decided to focus on improving end-user experiences by resolving customers’ operational frustrations, and identified specific business parameters critically-impacting end-user digital experiences. Airtel created a unique measurement mechanism – Customer Frustration Index (CFI) – directly mapping the parameters’ business impact/value against system-impact and operational KPIs, with real-time monitoring and measuring. Airtel with Amdocs set out to significantly-improve digital operations and end-user journeys by introducing AI-driven automated operations to existing systems, with proactive monitoring, zero-touch operations, and self-healing capabilities. Airtel successfully managed to reduce customer frustration (CFI) by 83%, with 60% reduction in call-center volumes in 6 months!

Who: LITC

What: A national carrier’s cultural transformation through investments in employee upskilling and expansion in the face of a pandemic and conflict.

How: Adopted processes defined with TM Forum’s Business Process Framework and Lean Six Sigma, applied TM Forum Business Assurance assets and Curate FX tools, and benefitted from a talented, young team determined to build a bright future.

Results: A stable foundation for new service launches, business growth and international expansion, with new alternative revenue streams projected to comprise 30% of LITC’s revenue by 2025, NPS increases to 50, and 10% revenue leakage recovery across the business.