ITU/BDT Arab Regional Workshop on “e-Services Policies” Damascus (Syria), 27-29 April 2004

STC eBusiness Experience

Eng. Ali Alghamdi

eBusiness Director

Saudi Telecom Company

Kingdom of Saudi Arabia

Introduction

STC eBusiness Vision & ObjectivesSTC eBusiness Vision & Objectives

STC eBusiness MethodologySTC eBusiness Methodology

STC eBusiness ModelSTC eBusiness Model

eBusiness Strategy eBusiness Strategy

eServices eServices

Lessons LearnedLessons Learned

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.

Introduction Introduction

Cus

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SuppliersSuppliers

Workforce

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SuppliersSuppliers

Workforce

Workforce

“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”

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.

STC eBusiness vision 

Key Objectives of the eBusiness program

STC eBusiness STC eBusiness MethodologyMethodology

7 894 561 23

eMailePayment eBilleServiceseSupporteMarketeCommerce

eDocumentseContent

Awareness, Training, Communication

eProcess

Standards, Procedures, Policies

DatabasesLegacy Applications

Infrastructure (Hardware, Software, Network)

Application Management

Enterprise Application Integration (EAI)

Security

Customers, Employees, Vendors

CRM HRMS

STC STC eBusiness ModeleBusiness Model

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 )

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.

Buyer-Centric eProcurement ( eProc )

Enterprise Information Portal ( EIP ) Corporate Website Presence ( CWS )

For a common service platform for STC eApplications with basis for offering internal PKI security services.

Infrastructure & Security( eInfrasturcture )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.

Integration & Database Design

eBusiness Strategy Major Projects

Phase I

We are here

Phase I

We are here

Phase IIPhase II

Phase IIIPhase III

CWSCWS EIPEIP eDMSeDMS eProceProc PKIPKI

eInfrasturcture( Web Presence) HW/SW/DN/SEC + Basic eServices

eInfrasturcture( Web Presence) HW/SW/DN/SEC + Basic eServices

eEnterpriseEnhance eInfrasturcture + New eServices

eEnterpriseEnhance eInfrasturcture + New eServices

eProductse-STC

eProductse-STC

eBusiness Strategy Phases

Corporate Web Site (CWS)3 Phase Journey

Publishing & Basic Service Sales & Ordering (On-Line Services)

Corporate Information &

FAQ

Corporate Information &

FAQ

SMS Gateway

SMS Gateway

Coming Soon/

What’s New

Coming Soon/

What’s NewSearch Engine

Search Engine

RecruitingRecruiting

On-line Directory Services

On-line Directory Services

Products & Services Catalog

Products & Services Catalog

Promotion/Up-Sell

Promotion/Up-Sell

Pricing & Quoting

Pricing & Quoting

Modify Existing Service

Modify Existing Service

Billing & Payments

Product Configurator

Product Configurator

Order Inquiry and Status

Order Inquiry and Status

Order Placement

Order Placement

Lead Generation &

Referral

Lead Generation &

Referral

Bill Explanation &

FAQ

Bill Explanation &

FAQBill

Presentment

Bill Presentment Bill Analysis

Bill AnalysisBill Payment

Bill PaymentBill Dispute

Bill DisputeE-mail BillE-mail Bill

Shopping Cart &

Transactions

Shopping Cart &

Transactions

Personalized CWS

Customer Access & Security

Customer Access & Security

Customer Insight & Analysis

Customer Insight & Analysis

Customer Profile/Info

Customer Profile/Info

Service & Equipment Inventory

Service & Equipment Inventory

Personalized Content / Targeted

E-mail

Personalized Content / Targeted

E-mail

On-Line Customer Surveys

On-Line Customer Surveys

Contracts Terms &

Conditions

Contracts Terms &

ConditionsCommunities

of Interest

Communities of Interest

Cross-SellCross-Sell

Web Enabled Customer Interaction Center

Collaborative Browsing

Collaborative Browsing

Joint Forms Completion

Joint Forms Completion

E-Mail Interaction

E-Mail Interaction

Call-Back Button

Call-Back Button

Web Telephony

(VoIP)

Web Telephony

(VoIP)Web Based Text Chat

Web Based Text Chat

Repairs & Support

Technical Information &

FAQ

Technical Information &

FAQ

Repair Status and Inquiry

Repair Status and Inquiry

Service Monitoring

and Reporting

Service Monitoring

and Reporting

Fault Reporting

Fault Reporting

LEGEND:Phase I Phase II Phase III

Advanced Technologies Knowledge Community Matters

eLearning Process Automation

Architecture Tech. Basic Structure

Restructured Current STC Intranet servicesRestructured Current STC Intranet services

Automated Internal

Recruitment

Automated Internal

Recruitment

WAP Mail Access

WAP Mail Access

Communities&

Discussion Threads

Communities&

Discussion Threads

SMS Notification

SMS Notification

Automated Training

Registration

Automated Training

Registration

Automated Business

Cards Request

Automated Business

Cards Request

Video Conferencin

g

Video Conferencin

g

Process Improvement

Process Improvement

Automated Leave

Request

Automated Leave

Request

Knowledge Management

System

Knowledge Management

System

Automated Vacation Request

Automated Vacation Request

Internal Help Desk

Internal Help Desk

eLearning Pilot

eLearning Pilot

eLearning Implementatio

n

eLearning Implementatio

n

Management Information

System

Management Information

System

Intranet Content

Management

Intranet Content

ManagementIntranet

Personalization

Intranet Personalization

WAP Intranet

Browsing

WAP Intranet

Browsing

Comprehensive Workflow Automation

Comprehensive Workflow Automation

eBusiness Strategy: Enterprise Information Portal (EIP)

3 Phase JourneyLEGEND:

Phase I Phase II Phase III

eDocument 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.

eBusiness Strategy eProcurement

3 Phase Journey

eProcurement

Workflow Management

Workflow Management

Internal Collaboration

Tools

Internal Collaboration

Tools

Transaction Facilitation

Transaction Facilitation

Supply Chain Planning

Supply Chain Planning

Catalog BuyingCatalog Buying

External Collaboration

Tools

External Collaboration

Tools

eRFQ/eRFPeRFQ/eRFP

Strategic Sourcing

Supplier and Spending Analysis

Supplier and Spending Analysis

Fact based supplier

negotiations

Fact based supplier

negotiations

Category strategies

Category strategies

Auctions / Marketplaces

Standard auctions, reverse auctions, bid / ask mechanisms

Standard auctions, reverse auctions, bid / ask mechanisms

Market places and Open Exchanges for B2B interactions

Market places and Open Exchanges for B2B interactions

DEPENDENCIES

eProcurementStrategic Sourcing

Auctions / Marketplaces

LEGEND:

Phase I Phase II Phase III

eBusiness Strategy PKI

3 Phase Journey

Private and Public Key InfrastructurePrivate and Public Key Infrastructure

Access ControlAccess Control

Secure Products and

Solutions

Secure Products and

Solutions

Secure Communication

Secure Communication

Central Authentication

Central Authentication

Outsourcing / Hosting

Outsourcing / Hosting

Certification Services

Certification Services

Consulting / Enabling

Consulting / Enabling

Smart Card Support

Smart Card Support

LEGEND:

Phase I Phase IIPhase

IIIFuture

AlreadyBudgeted

Enhance NMS

NMS Overlay System

NMS Overlay System

Managed Network Services

Managed Network Services

NOC Consolidation

NOC Consolidation

Corporate Planning Tools

Corporate Planning Tools

NM Process Optimization

NM Process Optimization

Performance Management

Tools

Performance Management

Tools

IP Services

IP VPNIP VPN

Voice over IPVoice over IP

DEPENDENCIES

Internal PKIInternal PKI

Data Network SecurityData Network Security

STC eServices

• Send SMS

• Service Feature Change

• Change Billing Address

• Bill Dispute

• Bill Presentment

Corporate Web Site

eServices

Enterprise Information PortaleServices

• ePayslip : integrate the portal with Oracle HR to get the employees monthly payslip and display it through the portal.

Enterprise Information PortaleServices

Buyer CentricBuyer

Supplier

SELECTED

SELECTED

SOLUTION

SOLUTIONSTC

BCEP Phase1 project

will cover

eProcurement eServices

SupplierBids

Internet

ElectronicCatalogue

Upload Catalogue Data

(Frame Contract)

PurchasingDep.

PurchasingDep.

Catalogue Data (Frame Contract)

Pre-Qualification

Site

iProcurement Portal

STC Buyer

ApprovalWorkflow

ElectronicOrder

iProcurement Portal

iSupplier Portal

Supplier

Suppliers Prequalificati

on

Re

qu

isit

ion

to

Ord

er

& C

ata

log

ue

Up

loa

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g

BCEP Phase1

Su

pp

lie

rs

Pre

qu

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ati

on

• 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.

• A Step-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

Lessons Learned

THANK YOUTHANK YOU

Q&A