Core Network Field Operations Operating Model Company Forum 06 Feb 2013

Core Network Field Operations Operating Model

Company Forum 06 Feb 2013

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CNFO OPERATING MODEL

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Core Network Field Operations

Terrestrial Operations

Satellite Operations

Submarine Cable Operations

Maritime Operations

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Content1. CNFO Core Purpose

2. Alignment with ETOM

3. Core Network Field Operations divisions

a) Terrestrial Operationsb) Submarine cable Operationsc) Satellite Operationsd) Maritime Operations

4. Key Drivers / Guiding Principles

5. Gap Analyses

6. Change Strategy

7. Regional Administration and Support

8. Consolidated Support Functions

9. Q & A


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CORE NETWORK FIELD OPERATIONS (CNFO)

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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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 MODELWithin 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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Submarine Cable

Operations

Maritime Operations


Core Network Field Operations


National Logistic and Support

National Spares and SHE Support

Business Partners – HR and Finance

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Mapping of functional areas across regional domains

Operational Function NER GCR CR ER SR WR


Submarine Cable Operations


Maritime Operations

Regional Senior Manager Antoinette Stopford

Gabriel Ramosolo

Jay Ramlal John Thomas


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Field Operations (wall-to-wall) MDF Quality

Acceptance

Regional Alarm Platform Support

Regional Technical Support

DC Power

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

FUNCTIONAL DOMAIN – TERRESTRIAL OPERATIONS

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RuralLow concentration of activities and teledensityHigh diversity of legacy technologies

Deep RuralLow volumes, long travel distances and slower pace of

network transformation

Urban- High concentration of activities - High impact on NG NECNetwork growth significant

Terrestrial operations can be segmented into two types of field operations namely Rural / Deep Rural and Urban operations

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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• Regional Alarm Platform Support

• Regional Technical Support

• Mast and Tower

• DC Power

DC power ATP and Quality AcceptanceDC power maintenanceWithin 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

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.

Support field operations‘Manage” the network in conjunction with the NOC

Integrate new technology

Specialised functions within Terrestrial Operations


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Submarine Cable Maintenance

Submarine Network Operations Centres

Submarine Cable Depot

This operations deals with operators outside the countries that are linked to the submarine cable and the traffic associated with it

Telkom SA performs the Submarine Network Operation centre (SNOC) functions for the SAT-3/WASC/SAFE and EASSy systems.

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

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

FUNCTIONAL DOMAIN – SUBMARINE CABLE OPERATIONS

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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Standard International Satellite Services (SISS)

Very Small Aperture services (VSAT)

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.

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.

Hartebeesthoek performs support for all satellite communications and related equipment to ensure the maximum reliability and availability of services.

FUNCTIONAL DOMAIN – SATELLITE OPERATIONS

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.

Staff are required to work shifts to ensure 24 x 7 operations including after-hours call-out

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Maritime Radio Operations 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) Maintains thirty six (36) MF and VHF remote sites along the coast including remote main HF receiving site in Yzerfontein

Email over HF radio Maintains the High Frequency high power transmitting station in Klipheuwel

Safety Of Life at Sea Services (SOLAS) – contractual obligation with NDOT

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

Maritime Operations can be segmented into two types of operations namely Maritime Radio Operators and Maritime Technical Operations

FUNCTIONAL DOMAIN – MARITIME OPERATIONS

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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

Ensure clear role definition and accountabilities

Allocation of resources to the accelerated deployment of NG NEC

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

CNFO OPERATING MODEL - Key Driver / Guiding Principles

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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

Optimal span of control

Greater specialization of RTS (center of excellence) in the urban environment vs. functional involvement of RTS based in the rural environment

Ensure effectiveness of the staff through training and compliance

The regions will be segmented into patches (turf) / areao Ensure a balanced work load and

distribution of worko 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

CNFO OPERATING MODEL - Key Driver / Guiding Principles

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Non standard working procedures/ functions in the CNFO regions

Non standard implementation on dispatching rules

Non compliance to the wall to wall concept

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

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

CNFO OPERATING MODEL – Gap Analyses

Standards Mapping & JD

Consolidation Functions

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Change Strategy National

Change Strategy Regional

1) Consolidate and Reorganise the Regional Administration and Support

• 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

4) Review and realignment of the Shift operations in line with changing business circumstances (NER / GCR)

• 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

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

CNFO OPERATING MODEL – Change Strategy

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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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Alarm PlatformSupport Function

Regional System

Administration Function

Regional Spares

CoordinatorFunction

Various Support Function i.e.

Special Projects

DC Power Function

Regional Core Technical

Support Function (S6)

MDF Function (OP2)

Core TechnicalFunction (OP1)

Technical TieNet / TMNet Function

CNFO OPERATING MODEL – Regional Administration and Support

MLO Function National LogisticsSupport Function

Technical Support Function

Support – Non dispatchable

Functions aligned in the regions Functions not aligned in the regions


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Alarm PlatformSupport Function

Regional System Administration Function

Regional Spares Coordination Function

Regional Network Support Function

DC Power Function

Regional Technical Support Function (S6)

MDF Function (OP2)

Core TechnicalMaintenance

Functions (OP1)

Technical

TieNet / TMNet Function

Network SupportAdministration

Function

Regional Service Delivery Co-ordination

Function

BusinessSupport Administration

Function Support – Non

dispatchable

National LogisticsSupport Function

New Functions introduced to ensure alignment in the regions


CNFO OPERATING MODEL – Regional Administration and Support

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Network SupportAdministratorsFunction

• WO creation• E-WAP , Routine Tracker, Planned Work Management• Tier 1 legacy surveillance function• Area Report Feedback function

Regional Service Delivery Co-ordination Function

• Drive TSA 100 targets• Drive CNFO Value Chain Target• Support dispatchable staff• Report on targets deviations and drive relevant action plans

Regional Network Support Function

• NIP Interface management• Ensure unique Customer Solutions• Regional Master Plan tracking• Assist RTS with Network Roll-out

Regional Spares Coordinator Function

• Support to region in terms Spares management• Monitor regional reports to ensure correct dimensioning of DOP• Conduct DOP Audits

CNFO OPERATING MODEL – Consolidated Support Functions

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Q & A

End

Documents

Core Network Field Operations Operating Model Company Forum 06 Feb 2013