PTCL

Request for Information (RFI)

Revenue Assurance & Fraud Management

(RA & FM) Solution

1 INTRODUCTION - PTCL - COMPANY OVERVIEW ........................................................................................ 3

2 PURPOSE ............................................................................................................................................................ 3

3 REVENUE ASSURANCE SCOPE ..................................................................................................................... 4

4 FRAUD MANAGEMENT SCOPE ....................................................................................................................... 4

5 REVENUE ASSURANCE SYSTEM FUNCTIONALITY ................................................................................... 5

6 FRAUD MANAGEMENT SYSTEM FUNCTIONALITY ..................................................................................... 6

7 NETWORKS/ IT SYSTEMS & ARCHITECTURE ............................................................................................. 9

8 NETWORK DIAGRAM OF PTCL BILLING PLATFORMS ............................................................................ 10

9 SOLUTION DESIGN & ARCHITECTURE ....................................................................................................... 11

10 COMPLIANCE STATEMENT ....................................................................................................................... 11

11 INFORMATION TEMPLATE ........................................................................................................................ 11

12 RESPONSE OF RFI ...................................................................................................................................... 12

1 Introduction - PTCL - Company Overview 1.1. PTCL is an incumbent telecom operator, having Significant Market share in Pakistan

telecommunication sector, for landline voice, landline broadband and wireless broadband, international and interconnect segments. The position PTCL is holding now is the outcome of going through tough challenges of trade obligations, regulatory bindings, market liberalization, flooded mobile subscribers, lower to lowest call rates competition and challenging customer demand. The company as a whole is proud family of about 6 million subscribers enjoying 82+ voice, data, IPTV and corporate products, having interconnection with more than 300 national and international telecom operators. PTCL has been home of heterogeneous infrastructure supplied by international vendors, from time to time, through evolution process.

1.2. In order to align with the market demand, a mega network convergence is currently under progress which encompasses our OSS/BSS as well as NE’s augmentation. The local TDM switches are being converted into NGN networks and transit switches are also on path of convergence in future. The retail billing system – BnCC (ZTE) is being replaced with new Retail Convergent billing platform and RFP is in process. Similarly, RFP for interconnect billing and settlement system is also under progress.

1.3. The front end – CCS module of BnCC is partially shifted to Seibel CRM, supplied by IBM. Similarly, the BnCC module of service provisioning is being replaced with a more flexible solution – RFP is currently under progress. The CDMA wireless IN platform of Huawei has been replaced with Huawei OCS and rolled out in production last month. Moreover, Deep Packet Inspection Platform supplied by Sandvine is also in the process of up gradation/expansion.

2 Purpose 2.1. The purpose of this RFI is to invite vendors to submit proposals for effective and

efficient Revenue Assurance System (RAS) & Fraud Management System (FMS) solutions for Pakistan Telecom Company Limited (PTCL).

2.2. This RFI provides a statement of the broad functionality and realization of the proposed solution. This includes but not limited to data import/correlation, multi-point monitoring, information reporting (including dashboards), enterprise case/issue management and resolution, and error detection/correction. The envisioned solution will also provide for overall considerations such as automation, workflow, usability, security, and platform independence, ease of implementation and support, and future extensibility. Based on these, respondents are invited to provide their proposed solution information against the stated requirements.

2.3. Vendors should propose multiple options for an integrated FMS & RAS along with Managed services, as well as standalone options.

2.4. The Vendor shall be prepared to conduct presentations, demonstrations and additional briefings upon request by PTCL to let vendor the opportunity to explain the functional and technical capabilities of the proposed solution and also let PTCL understand the needs of modern & state of the art RA & FM solution dynamics with respect to PTCL’s BSS/OSS existing & upcoming setups. In this regards vendor may ask queries and can have study of PTCL BSS/OSS setups before submitting final

proposals. PTCL shall provide all possible support & information to the vendor in this regard.

2.5. The Vendor shall also be prepared to provide detailed clarifications regarding its proposal. PTCL will schedule all the required presentations/demonstrations and venue, and the Vendor shall arrange for the necessary materials. The cost and expenses of preparation for the presentations, demonstrations will be borne by the Vendor.

2.6. The solution should comply with TF Forum standards.

3 Revenue Assurance Scope 3.1. Usage Assurance (monitoring Usage data from creation to billing) covering all the

revenue mainstreams as a minimal requirement but not limited to: 3.2. Retail (Prepaid & Postpaid) 3.3. Interconnect 3.4. Other Value Added Services (all 3rd party & data Services) 3.5. Lease Line & Other Enterprise Services 3.6. End to End Usage reconciliation till Revenue feed 3.7. Content and Data Assurance (monitoring/reconciling 3rd party billed and billable data

against network activity) 3.8. Bill Run Validation (validation of the invoice production / bill run processes), covering

Retail, Interconnect & any other applicable billing 3.9. Reference data integration & assurance (Network Nodes, CRM data, Billing System

reference data etc.) 3.10. Subscription Assurance (monitoring all provisioned, monthly recurring services and

features between all associated network, IT and OSS systems). 3.11. Configuration assurance (Switching nodes, IT & Billing nodes) 3.12. Dash Boards

4 Fraud Management Scope 4.1. Technical Frauds 4.2. Subscription Fraud Detection 4.3. Dealer Frauds 4.4. Prepaid Frauds 4.5. Behavioral Profiling 4.6. Neural Network Engine 4.7. Black List Manager 4.8. Internal Frauds 4.9. Call Bypass (SIM Box)

5 Revenue Assurance System Functionality 5.1. General requirements

S.No. General Requirements Details

1 High level requirements Turnkey Solution, Integration - Bidder responsible, upgradeable for new technologies, support Mobile Number portability

2 General Requirements Multi-platform and DB support, multi-location (currency etc.), scalable & modular

3 Operating Environment Supporting latest versions of OS/RDBMS preferred are Oracle 11g over standard Unix/Linux platforms

4 Maintenance Explain maintenance levels (response times, upgrades included etc.) and differences, VPN required local support available

5 Documentation & Training User manuals, release notes, admin, training course available (onsite, offsite, availability of courses and training materials)

6 Product Evolution Roadmap, releases

7 References Number of installs and reputation & years in business

5.2. Functional Requirements

S.No. RAS Functional Details

1 User Interface Web based, user friendly, all configurations possible through GUI, multiple windows & browser support

2 Business Rules User to define rules and measurement parameters using a GUI interface, modify configuration parameters via GUI

3 Data Acquisition Solution must have the ability to acquire, decode and load data collected from any appropriate PTCL Network Element or BSS/OSS. System should be capable of accepting any file type and should provide the capability to interface with any network element/system.

4 List of RA validations and reconciliations

System should facilitate different controls, measures, Dashboards & KPIs for all key Revenue Assurance activities

5 Data Correlation/Reconciliation The solution must provide the facility to automate reconciliations and configure thresholds and tolerance levels. The solution must provide the ability to retain reconciled data and provide email notifications to system users when reconciliation processing has been completed and result are available to review.

6 Usage Assurance PTCL requires a flexible system that can inspect and analyze the flow of data between the systems that comprise its end-to-end billing chain.

7 Subscription Assurance PTCL requires an integrated solution for detecting errors in the billing system configuration of subscription charging parameters, based on the services and features provisioned via SDM (HLR)/NE’s and billing system.

8 Alarm Processing System should generate an alarm when an XDR satisfied a predefined threshold value and system should also facilitate grouping related alarms based on a unique key. System should facilitate the prioritization of work for the user by

prioritizing generated alarms based on the severity level of the alarm.

9 Case Management & Investigation Workflow, escalation, assigning cases/alarms must be automated with: overriding facility, manual creation, exporting case details, configurable case details, calculate loss, saving and recovery when case closed

10 Reporting Standard reports, user defined or configurable reports (if not how much time to configure new reports and cost) The solution must provide the facility for users to create, modify, run and delete custom reports related to their work area

11 Visualization The system must provide the ability on visualizations to display the summary level information by way of graphical and detailed representations.

12 Dashboard Must be able to design and modify through GUI, display KPI's, trend analysis, revenue trends, MoU trends, all aggregated and at product and service levels

13 Workflow Management The system must provide the ability to provide end-to-end, fully user-customizable work flow management to match PTCL business processes

14 Performance System should be capable of acquiring, processing, evaluating and presenting based on the current and predicted data volumes.

15 Availability System should be available to the end user without any considerable interruptions. The solution must be capable of being fully backed-up and restore without any interruption to the end user.

16 Serviceability System administrator should have the facility to remotely access the system, reboot the solution when there are system malfunctions.

17 Security Security aspects of the system should be in par with IT security policy of the organization. Unique passwords, password expiry, user logs for all the activities, Audit logs of the system etc.

6 Fraud Management System Functionality 6.1. General requirements

S.No. General Requirements Details

1 Overall Turnkey Solution & other procurement options, Integration - Bidder responsible, upgradeable for new technologies, support MNP

2 General Requirements Multi-platform and DB support, multi-location (currency etc.), scalable & modular

3 Operating Environment Supporting latest versions of OS/RDBMS

4 Implementation Team expertise, implementation methodology, Training

5 Acceptance tests Test procedures, Final acceptance

6 Maintenance Explain maintenance levels (response times, upgrades included etc.) and differences, VPN required local support available

7 Documentation & Training User manuals, release notes, admin, training course available (onsite, offsite, availability of courses and training materials)

8 Product Evolution Roadmap, releases

9 References No of installs and reputation & years in business

6.2. Functional Requirements

S.No. FMS Functional Details

1 User Interface Web based, user friendly, all configurations possible through GUI, multiple windows & browser support

2 System Requirement Number of concurrent users, support for all products and services & technologies, MNP support, user can configure all data interfaces, rules, reconciliations and reports, user defined data retention periods, centralized system setup, Risk score, based on user defined criteria. Support for blacklist, whitelist and hotlist. Bulk uploading of lists as well as manual by analyst

3 System Architecture Tiered Support / Client server support,

4 Data Feed Management Support for all file formats including binary, ability to specify fields imported, user configurable (time required for modification of existing and developing new sources), alarms for non-delivery of data should raise an alarm via email

5 System performance and scalability

sizing vs. system performance

6 Application Security User Access, controls & levels, password/user name must meet Opco standards

7 Fraud Analysis Techniques Hybrid methods, alarm/risk scoring & case generation & correlation, cases disposed of as fraud retained for predefined period in order to act as knowledge base, link analysis tools

8 Fraud Detection Rules, thresholds, lists, Integration

9 Threshold Maintenance ease of setting and modifying thresholds, must be via GUI, rules testing (facility with application or separate server, application of thresholds across multiple subscriber groups with single operation

10 Behavioral Profiling User defined criteria used in profiling, what can be used, voice, sms,, ip address, email etc.

11 Neural network engine The FMS should use a neural network technology to identify which individual network users match fraudulent call behaviors.

12 Configurable Rules System should facilitate the creation of configurable rules and user should be able to change the parameters used to configure the rules and threshold values assigned to rules.

13 Next generation fraud detection

he FMS should be flexible in the data input sources that it can receive and analyze for next generation services

14 Rating Pseudo rating available

15 Case Management Workflow, escalation, assigning cases/alarms must be automated with override, manual creation, exporting case details, configurable case details, i2 or other link analysis tools, calculate loss, saving and recovery when case disposed of as fraud

16 Reporting Standard reports, user defined and configured reports (if not how much time to configure new reports and cost)

17 Subscription Fraud Detection System must be capable of mapping new activation information against the existing customer information to identify subscribers who have disconnected due to subscription default activities.

18 Integration with other RA Components

System should provide the capability to interface with any network element/system.

19 Automated Actions System should facilitate auto action on certain parameters based on the predefined rules.

20 Hot listing User should be able to upload a hot number list from a text file, excel or a CSV format.

7 Networks/ IT Systems & Architecture Network/IT Systems Description

S.No Network/IT System Vendor

Networks

1 MSC (WLL-CDMA) Huawei

2 MSU (Fixed) Siemens, Alcatel, ZTE, Huawei

3 RLU (Fixed) Siemens, Alcatel, ZTE, Huawei

4 C5 NGN (Fixed) ZTE, Huawei

5 HLR Huawei

6 VLR Huawei

7 SMSC Huawei

8 GGSN/PDSN Huawei

9 NLD Switches Huawei NGN+TDM, Siemens TDM, Alcatel TDM, , ZTE NGN+TDM

10 ILD Switches Huawei NGN+TDM

11 IN Huawei OCS

12 VOMS

13 A uc system

14 E-recharge system Huawei

15 Paper Voucher System Huawei OCS

16 VAS Nodes ZTE (VMS)

IT Systems

18 Mediation System BnCC-MS

19 Postpaid Billing System BnCC-BS

20 Interconnect Billing System BnCC-Settlement

21 Business reporting Tool BnCC-Web Portal

24 NRTRDE Module N/A

25 Collection Management system BnCC-RS; ePayment System

26 Dunning Management system BnCC-RS

27 Customer relations System/Accounts Management

BnCC-CCS; Seibel CRM, pCRM

28 Order Management BnCC-CCS; pCRM, BPM Telco Pack, Comptel

29 Number Management System Manual; IBM Maximo; Comptel

30 SIM/ Inventory System SAP; IBM Maximo,

31 AVCV System

32 Customer Pre check System

33 Document Management System N/A

34 Accounts Receivable system BnCC- RS

35 ERP system SAP

36 Payment Gateway

37 MCH

38 IVR ZTE/Huawei at MSC; CISCO IPCC

39 MNP G/w

40 Self care myPTCL; BnCC plugin in PTCL Corporate portal

8 Network Diagram of PTCL Billing Platforms

BMP

MSCHLR

CDMA phone

SS7

SCP

FEPCBP

MediationpCRM Billing

CDMA SMSC

CDMA AAA

OCS

PCRF

PDSN

USAU

WIN MAP

SMPP+

FTP

FTP/sFTP

Web service

SMAP

WIN

CDMA MMSC

I2000

Webservice

RBI

CDMA CRBT

EMPP

MML/DCC

WIN

UVC

INAP(excute)

Ufone EVC

Diameter

WIPT

WIN

FTP

NGN

PSTN

MGW

Softswitch

URP6600

SIP

DCC

Broadband AAA

BRAS

radius

Sandvine DPI

PTCL

ePayment

System

LTE AAA?

Off line Rating & Charging

XDR

Collectors

FTP

BnCC

Mediation

Off line Processing

Off line Processing

BnCC Billing

System

BnCC

Settlement

System

9 Solution Design & Architecture The bidder/vendor shall provide the high level solution design & architecture along with the solution and product description.

10 Compliance Statement The bidder shall furnish clause-by-clause compliance for each and every clause/ sub-clause of this document as per sample given below (in excel format) along with detailed technical description.

Sr. No. Clause

No.

Complied Non

Complied

Partially

Complied

Deviation/Details in

case of Partially

Compliance

Hyperlinks to the

referenced

documents (of soft

copy)

11 Information Template The bidder shall provide information as per Template given below and attach supporting documents etc.:

S. No. Requirement Response Reference Comments

1 Solution brand and quoted configuration

2 Solution architecture (hardware and software components)

3 Solution features

4 Integrated RA&FM solution or not

5 Licensing model and offered licensing

6 Out of the box solution or customization required

7 3rd

party components

8 Ranking and market share (Gartner, F&S reports etc.)

9 References

10 Case studies

11 Local presence and Local partner

12 Standards compliance

13 Phase-wise implementation or not

14 Project Implementation team and timelines

15 Responsibility Matrix

16 Product/solution Roadmap

17 Any other information

18 Vendor representative contact details (for coordination and queries response)

12 Response of RFI Response of RFI shall be sent to the contact details mentioned below (preferably soft copy). Subsequently, the vendors shall be invited for presentation of offered solution.

Contact person: Muhammad. Nasir Khan (nasir.khan@ptcl.net.pk)

Designation: SM (IP)

Telephone: +92-51-2288882

Address: System Engineering Wing, F4, PTCL Headquarters, G-8/4, Islamabad.