Use Case“Building channels that empowers and delights customers

at every touch point”

Usman Ali AkbarGM PMO P&CEO officeIslamabad, PAKISTANusman.akbar@ptcl.net.pk

Topic

• 360-customer view: Mapping multi-device, multi-product and usage of the digital customer to deliver touchpoints they want and should we be adopt a mobile first approach?

• Optimizing platform experiences through data and governance – creating customer loyalty through simplicity and ease

• Humanizing services to build and retain trust: Examples of delivering real-time, intelligent interactions that showcases transparency, simplicity and consistency

• Being ready for the influx of data as IoT and 5G adoption grows – pragmatic approaches to end point data capture

Application Description No of HitsRAABTA Portal to fill in the communication gap between front line employees and EVPs 55 Job Shadowing Portal to allow shadowing of an employee on job to enhance learning curve of employees 103 NIP / Summit Portal for assessment of National internship program internees 180 Chaperone Mentor / Mentee portal to allow employees to select mentor for learning job responsibilities 667 HR Dashboard Portal for HR operations processes 1,043 Promotion Cycle Portal for automation of complete employees promotion cycle 1,272 Summit Portal Portal for evaluation of candidates for summit program 1,908 Fleet Management System Facilitation portal for Fleet Management process. 2,876 Hello Portal for PTCL employees e.g. reward and recognition, surveys, knowledge management, etc. 8,472 On Boarding Portal for recruitment on boarding process. 9,201 HR Solutions Portal to manage the vendor outsource staff 15,326

MS SharePoint SharePoint is used to manage departmental sites, content management and to automate different business processes. 18,850

EDOC Eoffice suite for paperless official communications 27,118 Usage Portal for facilitation of call centers staff to check broadband usage 42,306 PTCL Vibe App Employee Self Service app to facilitate PTCL employees. 107,370

PTCL SmartService App App for field staff to enhance their operational efficiency, maintain PTCL access network data in the system and to process the service requests efficiently. 315,053

DBill Portal for download and printing of duplicate bills 1,271,747 TouchPTCL App App is a mobile gateway for PTCL customers to use PTCL online services on the go. 2,500,000

Corporate Site Customer experience portal with comprehensive features like online orders, customer payments, support and content management 5,900,000

Existing Digital PTCL!

Digital Transformation at a Glance

Digital Transformation is the integration of digital technology into all areas of a business,

fundamentally changing how you operate and deliver value to customers. It's also a

cultural change that requires organizations to continually challenge the status quo, experiment,

and get comfortable with failure. – TM Forum

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Customer Digital business strategy

Technology Operations Culture, People and Organization

Dimensions

Outward Inward

Reachability

Simplicity & Ease of Use

Purchase Convenience

Personalization

Service Convenience

Channel Flexibility

Resistance to change

Hierarchical structure

Organizational cultural issues(e-doc).

Complex processes

Aging Infrastructure

Ownership from stakeholders(Push / Pull)

Misplaced Focus

Myths of Digital Transformation - our perspective

Digitalization is an IT topic

We must use the most advanced new technologies

When the technology is applied, the transformation is complete

We must completely reinvent our business model to survive in a digitalized world

Digitalization requires our entire company to go digital right now

Following the market leader is the right approach to digitalization

Myths of Digital Transformation contd..

You can spend your way to leadership

Setting up Agile teams will be enough to deliver high-quality solutions quickly

Investing in data analytics or customer engagement will be enough

Has to be Disruptive

Digital transformation has to happen fast

The Secret to Change is to focus all of your energy, not on fighting the old, but

on building the new.

- Dan Millman

Few Questions..

Who's standard to follow?

What if?

Who would guarantee?

Who’s selling?

THANK YOU