CDR Based Billing and Customer Care system

1. CDR Based Billing and Customer Care system Work Shop on CDR project 21-JAN-2011 and 22-Jan-2011 BRBRAITT, Jabalpur. IT Project Circle

2. The only thing constant in the world is “Change” 2 IT Project Circle

3. The CDR project CDR project-1 CDR project -2 IT Project Circle

4. 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

5. Status of rollout • South 49/70 SSAs • East 59/66 SSAs • North 72/110 SSAs • West 73/87 SSAs • 253/333 SSAs IT Project Circle

6. Software implemented in CDR IT Project Circle

7. Software implemented in CDR IT Project Circle

8. Billing Retail Billing Content Billing CRM Corporate Billing Mediation Work Flow Process mgt Electronic Stapling Collection Sales & Ordering Order Management Processing Compliant Handling System Agents Comm. Bill Info Validation Web self Care Distribution N/W Inventory Orders Provisioning ERS EMS DQ Creation/modification of Subscriber Server Management Report Generation Directory Printing Desktop Management Alert notifications Assignment of supplementary /value added services Access to Ext Databases Database Management Listing Services Event Management N/W Management Solution Architecture IOBAS IVRS Num. Management IVRS Call Center 5 ESS EWSD C-Dot MTE/CES OCB E10B EAI AXE NEAX FMS FETEX Fraud Detection Others Analysis and Prevention IT Project Circle

9. 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

10. CDR based billing-Changes Existing Practices Changed Practices • Invoice based billing • Tariff plans based on MCUs • Monthly fixed Charges driven by Exchange system Capacity • Account based(balance 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

11. CDR based billing-Changes Existing Practices Changed Practices • 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 • PCOs- Minimum Guarantee and Commission co terminus with billing • Late fee in next bill based on percentage basisi.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

12. CDR based billing-Changes Existing Practices Changed Practices • Bills for various services for a corporate customer issued separately. • Disconnection of phones and other activities controlled by SSAs • Acceptance of Payments at SSA for customers of concerned SSAs only • A single electronically stapled 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

13. CDR based billing-Changes Existing Practices Changed Practices • No integrated accounting system. Accounting dependent on Sub ledger generated from billing system of SSA • Integrated Revenue Accounting system- to generate revenue trial balance for SSA IT Project Circle

14. 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

15. 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

16. CDR Project - Changes • Case 2 – Service level charge redirection • (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

17. CDR Project - Changes • Case 3 – Redirection with limit • (a) Invoice level redirection with limit e.g LL and BB charges upto `500payment 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

18. Together lets make this “Change” Thank You 20 IT Project Circle