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Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
Carina Bark
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  • 1. Revenue Assurance Swedtel AB www.swedtel.com carina.bark@swedtel.com 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 1 carina.bark@swedtel.com
  • 2. Revenue Assurance RA Background and Scope of Problem 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 2 carina.bark@swedtel.com
  • 3. How big a problem? World wide Latin America • Leakages are estimated at an • >23% average of 5-14% of total revenues • Example: • 10 Operator revenue 10 MUSD MUSD • Between 0,5 and 1,4 MUSD • 2,3 is lost MUSD lost Source: Billing Magazine, March 2001 (The Philips Group) Source: SWT 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 3 carina.bark@swedtel.com
  • 4. Why do it? - today’s operator situation Nearly half of revenue leakage is network related Debt write-off 16% Technical & CDR errors 45% Fraud 14% Rating errors 10% Incomplete Customer Records 15% Source: Billing Magazine, March 2001 (The Philips Group) 2,3 MUSD lost: • NW: 1 MUSD • Info: 0,5 MUSD 58018-02-0025-3 Revenue Assurance 2009-08-14 • Restricted. SWEDTEL AB MUSD F/BD: 0,8 4 carina.bark@swedtel.com
  • 5. Surveys: Awareness? World wide Latin America • 49% of companies have a • < 10% designated Revenue Assurance program • 84% believe revenue leakage is • ?? % at least 5%. • 16% of executive managers • ?? % believe revenue loss is between 10 and 15% Source: PWC Source: SWT 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 5 carina.bark@swedtel.com
  • 6. Swedtel Operator view Methodology 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 6 carina.bark@swedtel.com
  • 7. Operator Production Process Order Image SalesCustomer Customer Service Provider MI Prod Dev & Com & Dist Care Billing Demand Functionality Ticket Bill NW Plan Tech. Design Fault CDR Infrastructure (NW) NW Planning NW / Operator NW Development Admin Instalation / Activation Correction NW Operation & Maintenance Corporate Development Support IT processes HR Finance Legal Administration 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 7 carina.bark@swedtel.com
  • 8. Revenue Assurance RA Definition and Swedtel RA Concept 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 10 carina.bark@swedtel.com
  • 9. Creating balance Revenue Assurance: Minimize difference between usage value and value of collected revenue Usage value Revenue 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 11 carina.bark@swedtel.com
  • 10. Methodology General procedure • Identify the gap • Identify causes • Identify remedies • Prioritize (ROI) • Plug found holes Usage • Ensure it doesn’t value Revenue happen again…? 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 12 carina.bark@swedtel.com
  • 11. Identify the gap - comparing what? Value Choose points of comparison BP Pot. according to Gap company maturity! Q. Pot. Gap Used Traditional Gap Revenue Billed Assurance Gap Collected M Intel CC Invoicing M&S Collection ProdDev NW (O&M) NW (O&M) NW (I&A) NW (P&D) 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 13 carina.bark@swedtel.com
  • 12. Identify causes - to whom? Process Value orientation BP Pot. - identifying Gap successive Q. Pot. causes! Gap Used Gap Billed Gap Collected M Intel CC Invoicing M&S Collection ProdDev NW (O&M) NW (O&M) NW (I&A) NW (P&D) 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 14 carina.bark@swedtel.com
  • 13. Identify remedies - doing what? Process Value MI CC Billing ProdDev M&S NW (O&M) orientation NW (O&M) Collection BP Pot. NW (I&A) NW (P&D) - identifying Gap successive Q. Pot. causes! Remedying erroneous / insufficient / incompatible: Gap Used NW HW/SW Bank system Technology IT Systems (interface) Gap Billed NW Q Ass. Customer Procedure Gap Bill distribution payment proc. Collected M Intel RA focus Customer pay- Culture M&SLearning org Billing CC ProdDev willingness NW (I&A) NW (O&M) NW (O&M) Collection NW (P&D) Internal External 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 15 carina.bark@swedtel.com
  • 14. Prioritize (ROI) - according to what? • Revenue gained if solving problem • Cost (investment) for remedy • Time to solution (T, P, C) • Break even • ROI - … and don’t forget the initial investment for detecting the problems…. ID Leakage W h e re W ho TPC S o lu tio n Revenue S o lu tio n S o lu tio n B -E ROI P rio (p ro c e s s ) (u n it) a c tio n to g a in cost tim e tim e % tim e 1 X xxxx N etwork P & D E n g in eerin g T 2 P 3 C 4 5 6 The revenue assurance process should pay for itself! 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 16 carina.bark@swedtel.com
  • 15. How to do it? - overview MI CC Invoicing M&S Collection ProdDev NW (O&M) NW (O&M) NW (I&A) NW (P&D) • Introduce multiple measurement points • Compare data RA system • Analyze losses • Remedy leakage (T, P, C) 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 17 carina.bark@swedtel.com
  • 16. What steps can be taken today? - Conclusions 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 18 carina.bark@swedtel.com
  • 17. Revenue Assurance is NOT • A new phenomenon • An approach by bits and pieces - Network assurance - Quality assurance in billing - … • An IT system - A multitude of providers will tell you the system solves it all • A theoretical audit activity - An absolute necessity to work within the organization • Revenue assurance is an integral and integrated concept - Combined knowledge & real operator experience - Quantifying /visualizing the total (Board, auditors) 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 19 carina.bark@swedtel.com
  • 18. Short term perspective - quick hits • Quick analysis of leakage • Quick remedies - Technology remedies e.g., Network inventory & update • Generate revenue for the necessary long terms investments! • The revenue assurance process should pay for itself! 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 20 carina.bark@swedtel.com
  • 19. Conclusions • Back to the example: Revenue 10 MUSD Lost: >2,3 MUSD • The RA project should pay for itself • Should be within top 5 company priorities! - Compare to developing new services! • Define the required level (2-8 months): - Do it alone: 10% recovered (230000 USD) - With support: 80% recovered (~2 MUSD) $ External support Operator alone Time gain! Time • The perfect participation job! 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 21 carina.bark@swedtel.com
  • 20. Track record Estonia, • Vast World-wide experience Fixed Network Latvia, Paging & Fixed Network Ireland, Fixed & Mobile - Operational knowledge since 1853 Lithuania, fixed & Mobile network Poland, Fixed - 30 years’ experience of international Network Saudi Arabia, Fixed Network India, Mobile & Paging Thailand Nicaragua Slovenia, GSM Fixed Network telecoms Fixed & Mobile Nigeria Fixed & Mobile - 500 completed projects in more than Colombia, Fixed Network Saudi Philippines Uganda, GSM Arabia, ISP Fixed Network 100 countries Ecuador, Mobile Sri Lanka, WLL Network Access Network - Fixed, mobile and IP Namibia, GSM Brazil, Botswana, WLL Carrier Brazil, Access Network D-AMPS Ongoing projects Where Swedtel has been active 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 22 carina.bark@swedtel.com
  • 21. Muchisimas Gracias! www.swedtel.com 58018-02-0025-3 Revenue Assurance 2009-08-14 Restricted. SWEDTEL AB 23 carina.bark@swedtel.com

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