ITU/BDT Arab Regional Workshop on “e-Services Policies”

1. STC eBusiness Experience Eng. Ali Alghamdi eBusiness Director Saudi Telecom Company Kingdom of Saudi Arabia ITU/BDT Arab Regional Workshop on “e-Services Policies” Damascus (Syria), 27-29 April 2004

2. Introduction • STC eBusiness Vision & Objectives • STC eBusiness Methodology • STC eBusiness Model • eBusiness Strategy • eServices • Lessons Learned

3. Introduction The Saudi Telecommunications Corporate (STC) is the prime provider of telecommunication services in Saudi Arabia. The Corporate provides a variety of modern telecommunications services to the market: fixed, mobile voice, and data services based on a variety of transmission systems including microwave, fiber optic, coax, satellite and submarine facilities. STC has embarked on a major transformation program, to become the prime provider of leading edge eBusiness infrastructure and services in the Kingdom. In 2001, STC initiated a journey to build the core infrastructure and offer the services required for STC to operate as a leader in the Kingdom’s eEconomy.

4. STC eBusiness vision  “STC will become the prime provider of leading edge eBusiness infrastructure and services in the Kingdom, and will operate as a leader in the Kingdom’s eEconomy” • Key Objectives of the eBusiness program • Establish presence and initiate ‘electronic’ dialogue with all partners: clients, suppliers and workforce; • Enable STC’s staff and clients to access information, to interact and to conduct transactions on the Internet in a simple, secure manner; • Transform STC into an eEnterprise, building on current capabilities, achieving real benefits, at eSpeed; • Accelerate the deployment of advanced services and Web application platforms in the Kingdom of Saudi Arabia.

5. STC eBusiness Methodology

6. 7 8 9 HRMS 4 5 6 CRM 1 2 3 Customers, Employees, Vendors STC eBusiness Model eSupport eContent eDocuments eMarket eServices ePayment eBill eMail eCommerce Awareness, Training, Communication eProcess Standards, Procedures, Policies Application Management Security Enterprise Application Integration (EAI) Legacy Applications Databases Infrastructure (Hardware, Software, Network)

7. eBusiness Strategy Major Projects Corporate Website Presence ( CWS ) Enterprise Information Portal ( EIP ) For taking a leadership position in serving Customers, through an eChannel, in the Kingdom of Saudi Arabia. For improved enterprise communication and integrated access to common employee services like benefits, HR and training information. Document Management System ( eDMS ) Buyer-Centric eProcurement ( eProc ) For storing, manipulating and transmitting STC documents electronically and make them available for immediate retrieval. For eRequest for Quotation from selected suppliers, eDistribution of firm wide contracts, Tenders automation, eRequisition and order placement. Infrastructure & Security( eInfrasturcture ) Integration & Database Design For creating a unified communication channel that can be the basis for Enterprise Integration Bus and for providing a reliable and flexible structure for STC ‘s data. For a common service platform for STC eApplications with basis for offering internal PKI security services.

8. eBusiness Strategy Phases CWS EIP eDMS eProc PKI eInfrasturcture( Web Presence) HW/SW/DN/SEC + Basic eServices Phase I We are here eEnterprise Enhance eInfrasturcture + New eServices Phase II eProducts e-STC Phase III

9. Corporate Web Site (CWS)3 Phase Journey LEGEND: Phase I Phase II Phase III Personalized CWS Customer Profile/Info Service & Equipment Inventory Contracts Terms & Conditions Personalized Content / Targeted E-mail Customer Access & Security Customer Insight & Analysis On-Line Customer Surveys Communities of Interest Publishing & Basic Service Sales & Ordering (On-Line Services) Corporate Information & FAQ Coming Soon/What’s New Search Engine Products & Services Catalog Promotion/Up-Sell Pricing & Quoting Modify Existing Service Order Inquiry and Status Recruiting SMS Gateway Product Configurator Cross-Sell Order Placement Lead Generation & Referral Shopping Cart & Transactions On-line Directory Services Billing & Payments Repairs & Support Bill Explanation & FAQ Bill Presentment E-mail Bill Bill Analysis Bill Payment Bill Dispute Technical Information & FAQ Fault Reporting Web Enabled Customer Interaction Center Repair Status and Inquiry Service Monitoring and Reporting E-Mail Interaction Call-Back Button Web Based Text Chat Web Telephony (VoIP) Collaborative Browsing Joint Forms Completion

10. eBusiness Strategy: Enterprise Information Portal (EIP)3 Phase Journey LEGEND: Phase I Phase II Phase III Basic Structure Architecture Tech. Process Improvement Intranet Content Management Intranet Personalization Restructured Current STC Intranet services eLearning Process Automation Automated Internal Recruitment Automated Training Registration Automated Business Cards Request eLearning Pilot eLearning Implementation Comprehensive Workflow Automation Automated Leave Request Automated Vacation Request Advanced Technologies Knowledge Community Matters WAP Intranet Browsing Video Conferencing Management Information System Knowledge Management System SMS Notification WAP Mail Access Internal Help Desk Communities& Discussion Threads

11. eDocument • One repository to store all Contents (Documents, WebPages, Office files, ). • Adding\deleting document. • Advance\simple Search and retrieval. • Bilingual and web application system. • Provide versions control, authorization and security. • Document check-in/check-out • Remote and local access to document. • Archiving images by using scanners. • Integration with standard user desktop application (MS Office, CAD,etc.) • It is the Basis for Knowledge Management. • Workflow Automation to manage document life cycle.

12. Standard auctions, reverse auctions, bid / ask mechanisms Market places and Open Exchanges for B2B interactions eBusiness Strategy eProcurement3 Phase Journey LEGEND: Phase I Phase II Phase III eProcurement Auctions / Marketplaces Transaction Facilitation Workflow Management Catalog Buying eRFQ/eRFP Supply Chain Planning Internal Collaboration Tools External Collaboration Tools Strategic Sourcing Supplier and Spending Analysis Category strategies Fact based supplier negotiations DEPENDENCIES eProcurement Strategic Sourcing Auctions / Marketplaces

13. NOC Consolidation Corporate Planning Tools eBusiness Strategy PKI3 Phase Journey LEGEND: Phase I Phase II Phase III Future Already Budgeted Private and Public Key Infrastructure Enhance NMS NMS Overlay System NM Process Optimization Outsourcing / Hosting Secure Communication Access Control Consulting / Enabling Managed Network Services Performance Management Tools Central Authentication Secure Products and Solutions Certification Services Smart Card Support IP Services IP VPN Voice over IP DEPENDENCIES Internal PKI Data Network Security

14. STC eServices

15. Corporate Web Site eServices • Bill Presentment • Send SMS • Service Feature Change • Change Billing Address • Bill Dispute

16. Enterprise Information Portal eServices

17. ePayslip : integrate the portal with Oracle HR to get the employees monthly payslip and display it through the portal. Enterprise Information PortaleServices

18. Buyer Centric BCEP Phase1 Buyer Requisition to Order & Catalogue Uploading Catalogue Data (Frame Contract) Purchasing Dep. Supplier Bids Upload Catalogue Data (Frame Contract) Electronic Catalogue Supplier iProcurement Portal STC Buyer iProcurement Portal Approval Workflow Electronic Order iSupplier Portal Suppliers Prequalification Suppliers Prequalification Supplier Pre-Qualification Site Purchasing Dep. Internet eProcurement eServices SELECTED SOLUTION STC BCEP Phase1 project will cover

19. Lessons Learned • Ensure Leadership Commitment and Support. • Ensure Ownership and Skill transfer • Ensure that the eBusiness Strategy meets the Corporate Strategy • Determine the eBusiness Needs of the Corporate, and the Impacts • Make sure that Solution will meets the Corporate's needs. • AStep-wise Approach for System Development • Ensure that Business Benefits are Identified upfront ( ROI ) • Avoid being a Technology-Driven eBusiness Program • Ensure that Business Units Involvement, Participation, • Execute a Communications Plan and Awarnesse , with all Staff • Ensure Integration Architectures with Legacy applications, customer data • Ensure Business processes must be refined and automated

20. THANK YOU Q&A