Converged Broadband Services Fulfillment-Delivered

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Tom Vari, Rogers & Brian Cappellani presented at TMForum Management World Nice 2008

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  • QUICKLY: FOR THOSE OF YOU NOT FAMILIAR WITH ROGERS, WE’RE A PUBLIC CANADIAN COMPAN Y GENERATING OVER $10B OF REVENUE & OVER $3.7B OF EBITDA ANNUALLY WE’RE THE COUNTRY’S LARGEST WIRELESS CARRIER WITH 7.3M SUBSCRIBERS & THE ONLY CANADIAN CARRIER ON THE GSM GLOBAL STANDARD WE ARE ALSO THE LARGEST CANADIAN CABLE OPERATOR WITH 2.3M CABLE SUBS, 1.5M INTERNET SUBS & 990K RESIDENTIAL TELEPHONY SUBS WE OWN A BROAD PORTFOLIO OF RADIO & TV BROADCAST PROPERTIES INCLUDING THE CITYTV NETWORK; THE COUNTRY’S ONLY HOME SHOPPING NETWORK; A LARGE PUBLISHING PORTFOLIO & THE TORONTO BLUE JAYS BASEBELL TEAM & THEIR STADIUM THE ROGERS CENTRE OF PARTICULAR NOTE – WE’RE THE ONLY NORTH AMERICAN CARRIER ABLE TO OFFER THE QUADRUPLE PLAY OF WIRELESS, TV, INTERNET & TELEPHONY OVER OUR OWN FACILITIES WE ARE RADPIDLY MOVING TO RUNNING THE ENTERPRISE MORE & MORE AS ONE HIGHLY-COORDINATED OPERATING COMPANY EXECUTING IN THE MARKET AS A SINGLE BRAND
  • TO BEGIN WITH SOME CONTEXT: I TRULY BELIEVE ROGERS HAS THE BEST ASSET MIX OF ANY COMMUNICATIONS COMPANY IN CANADA, IF NOT NORTH AMERICA. WE HAVE EACH LEG OF THE QUAD PLAY EACH ONE OF OUR PRODUCT PORTFOLIOS IS IN GROWTH MODE WITH WIRELESS LEADING THE TRAJECTORY WITH CONSISTENTLY STRONG DOUBLE-DIGIT REVENUE & OPERATING MARGIN. WITH ~37% SHARE OF THE CANADIAN WIRELESS MARKET & 30% OF THE CANADIAN CABLE MARKET, WE LOOK NOT UNLIKE WHAT A COMBINATION OF AT&T/CINGULAR WIRELESS & COMCAST WOULD LOOK LIKE HERE IN THE U.S. WE’RE UNIQUELY POSITIONED TO OFFER A TRUE QUAD PLAY OF COMMUNICATION SERVICES….. ON A PLATFORM THAT WE OWN & WHICH IS BECOMING EVER MORE INTEGRATED….. AND WE HAVE A POWERFUL BRAND THAT’S SYNONYMOUS WITH INNOVATION ACROSS CANADA
  • Converged Broadband Services Fulfillment-Delivered

    1. 1. Tom Vari Senior Vice President, Application Delivery Brian Cappellani Chief Technology Officer, Sigma Systems May 22, 2008 Converged Broadband Services Fulfillment…Delivered
    2. 2. Rogers Media Leading Media Brands Rogers Cable Largest Cable Provider Rogers Wireless Largest Wireless Carrier Revenues: LTM $ 5,503M Operating Profit: LTM $ 2,589M Powerful Combination of High-growth Communications & Media Assets Generating Operating Profits of $3.7B <ul><li>7.3M wireless subscribers </li></ul><ul><li>Canada’s largest wireless carrier covering 94% of population </li></ul><ul><li>Leader in wireless data services </li></ul><ul><li>3G HSPA network across 25 Canadian markets </li></ul><ul><li>Only GSM carrier in Canada </li></ul><ul><li>Extensive national distribution with dual Rogers & Fido brands </li></ul><ul><li>2.3M basic cable subs, 1.5M high-speed Internet subs </li></ul><ul><li>94% 750/860 MHz, highly clustered plant with 94% cable telephony availability </li></ul><ul><li>1.9M digital set-top boxes deployed to 1.4M homes </li></ul><ul><li>656K cable telephony subs plus 334K circuit-switched subs </li></ul><ul><li>Local & long-haul CLEC networks with +20K business customers & 237K lines </li></ul><ul><li>Over 460 Rogers Retail (Video, Plus/mall, & Fido) stores </li></ul><ul><li>52 radio stations & 70 consumer magazine & trade publications </li></ul><ul><li>Five station Citytv television network </li></ul><ul><li>Four station OMNI television network </li></ul><ul><li>Four Sportsnet regional sports TV networks with national HDTV feed </li></ul><ul><li>The Shopping Channel national televised shopping network </li></ul><ul><li>Toronto Blue Jays & Rogers Centre event venue </li></ul>Revenues: LTM $ 3,558M Operating Profit : LTM $ 1,016M Revenues: LTM $ 1,317M Operating Profit: LTM $ 176M ROGERS AT A GLANCE
    3. 3. Unmatched Platform in North America <ul><li>Uniquely positioned as only company in North America with full ownership of “quad play” under an integrated platform </li></ul><ul><li>Well positioned nationally in residential & business telephony </li></ul><ul><li>Rogers’ Canadian market presence would be similar to combination of Comcast & AT&T Mobility </li></ul>Leveraging Unique Market Positioning & Valuable Asset Platform National Wireless Market Share National Cable Market Share NORTH AMERICA OVERVIEW 37% 11 T-Mobile 22 Sprint Nextel 26 Verizon Wireless 27% AT&T Mobility 30% 10 Cox 10 Charter 25 Time Warner 45% Comcast
    4. 4. Quad Play Today <ul><li>Specialized bundles of up to four services offered at fixed prices </li></ul><ul><li>Rogers better choice bundles – 5, 10, 15 % discount for 2, 3, 4 products selected – contract required </li></ul><ul><li>Consolidated bill available covering all products </li></ul><ul><li>Single view of customer and their products available to CSR’s </li></ul><ul><li>Service Convergence examples: </li></ul><ul><ul><li>Free calling from any Rogers wireless/wireline to any Rogers wireline </li></ul></ul><ul><ul><li>Common voicemail available between wireline and wireless </li></ul></ul><ul><ul><li>This is achieved through the point-to-point integration of two disparate flowthrough systems (for cable and wireless businesses), through a product cross reference and a customer relationship cross reference structure. </li></ul></ul>
    5. 5. Current System Structure V21 Customer Management Rogers Self Service V21 Billing Super System Billing Customer Interaction Manager Consolidated Bills SGI Super System Customer Management CSM On-line Launch for ordering, billing and collections APIs to V21 and SS Case Management Wireless Cable Wireless – Voice – Data - Pagers CATV – PPV – Broadband – RHP & RTI Launch for ordering, billing, collections
    6. 6. Catalysts for further change <ul><li>Rogers has grown through smart acquisitions and innovative product development </li></ul><ul><li>Our expansion has been successful but has also created system and process complexity, duplication and stress, impacting: </li></ul><ul><ul><li>Our ability to consistently deliver a top quality customer experience </li></ul></ul><ul><ul><li>Our speed to market </li></ul></ul><ul><ul><li>Our efficiency and operating costs </li></ul></ul><ul><li>More and increasingly aggressive competition across all products and services </li></ul><ul><li>Increasing customer demands for unified communications and entertainment solutions and for the unified customer service that should accompany those solutions </li></ul>CHANGE
    7. 7. What we have done and are doing <ul><li>Completed an inventory of policies, processes, systems and people skills within Rogers as they affect the customer experience </li></ul><ul><li>Are defining the intentional, elevated and profitable customer experience we will deliver consistently to our customers, across all products, services and channels </li></ul><ul><li>Are evaluating COTS solutions against the target policies and processes that are being defined; we are focusing on product lifecycle management, ordering and fulfillment, rating and charging, customer service and settlements </li></ul><ul><li>Have concluded that we must: </li></ul><ul><ul><li>Replace our multiple product catalogues with an enterprise product catalogue </li></ul></ul><ul><ul><li>Replace our multiple, linked order entry/management systems with a single order management system </li></ul></ul><ul><ul><li>Replace our multiple customer management systems linked by crm with a single customer management system </li></ul></ul><ul><ul><li>Replace our multiple billing systems which transfer charges/adjustments among them with a single rating and billing system </li></ul></ul><ul><ul><li>Move video service fulfillment to the same platform that fulfills broadband services </li></ul></ul><ul><li>Have done SIP component testing in lab and are planning a potential network trial </li></ul>
    8. 8. Role of TMF in Our Activities <ul><li>Standard models used during the inventory and analysis phases </li></ul><ul><li>TAM level 2 mapping of the current environment and candidate COTS solutions </li></ul><ul><li>Gaps in coverage identified as a result (both in as-is and in the candidate solutions) </li></ul><ul><li>Version of ETOM processes used as starting point for requirements gathering and to-be process definition </li></ul><ul><li>Once solution is mapped with ETOM variation, that becomes the basis for future analysis and documentation </li></ul>
    9. 9. Converged Products and Services <ul><li>Vision </li></ul><ul><ul><li>Common content/services, delivered over multiple possible bearer networks, repurposed and optimized for the target device. </li></ul></ul><ul><li>Execution </li></ul><ul><ul><li>BSS requirements are being actioned as detailed earlier </li></ul></ul><ul><ul><li>OSS requirements are a gradual evolution that maps with network evolution to SIP (Packetcable 2.0/IMS). </li></ul></ul><ul><ul><li>Common services launched that cross devices and networks. E.g. common voice mail between wireline and wireless; video on demand delivered via mpeg broadcast, IP or wireless; common email and PIM across broadband PC and wireless data devices; fixed-mobile converged voice service. </li></ul></ul>
    10. 10. Sigma Systems Overview <ul><li>Sigma is a Worldwide Leader in Advanced IP Service Fulfillment Solutions </li></ul><ul><ul><li>12 years dedicated OSS design & deployment experience </li></ul></ul><ul><ul><li>Strategic, global offices (Canada, USA, Europe, India, and Japan) </li></ul></ul><ul><ul><li>350+ Staff </li></ul></ul><ul><ul><li>50+ Deployments Worldwide </li></ul></ul><ul><ul><li>20+ VoIP deployments </li></ul></ul><ul><ul><li>Over 100 million services managed across Voice, Video, Data, ISP, Wireless and emerging markets </li></ul></ul><ul><ul><li>Privately held with 4 years of continued profitability </li></ul></ul>Offices Corporate Head Office 55 York Street, Suite 1100 Toronto, Ontario Canada. M5J 1R7 Asia Pacific Head Office (Center of Excellence) 402-D, 6th Floor Sigma House Senapati Bapat Marg., Pune, India . 411 016 EMEA (Regional Office) Portland House Bressenden Place London SW1E 5RS UK
    11. 11. Sigma History at Rogers <ul><li>Sigma has been deployed since 1996 </li></ul><ul><li>Rogers has consistently recognized the value of a converged and flexible services layer </li></ul><ul><li>Service offerings and delivery platforms have evolved over time: </li></ul><ul><ul><li>1996 : HSD on proprietary modem technologies </li></ul></ul><ul><ul><li>1997 : HSD through Excite@Home </li></ul></ul><ul><ul><li>2001 : HSD repatriated – proprietary and DOCSIS </li></ul></ul><ul><ul><li>2004 : Yahoo! Integration </li></ul></ul><ul><ul><li>2005 : Residential VoIP </li></ul></ul><ul><ul><li>2006 : Inukshuk “pre-WiMax” </li></ul></ul><ul><ul><li>2008 : Video </li></ul></ul><ul><li>Through this period, Rogers has evolved through 6 different network models of delivering HSD via cable modems </li></ul>
    12. 12. Sigma eTOM functionality at Rogers Operations Fulfillment Assurance Billing Operations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Service Configuration & Activation Service Problem Management Service Quality Analysis, Action & Reporting Service & Specific Instance Rating SM&O Support & Process Management Service Management & Operations Readiness Supplier/ Partner Interface Management S/P Buying S/P Purchase Order Management S/P Problem Reporting & Management S/P Performance Management S/P Settlements & Billing Management S/PRM Operations Support & Process Management S/P Relationship Management Operations Readiness Resource Provisioning & Allocation to Service Instance Resource Problem Management Resource Restoration Resource Data Collection, Analysis & Control RM&O Support & Process Management Resource Management & Operations Readiness Retention & Loyalty Customer Interface Management Billing & Collections Management Customer QoS / SLA Management Problem Handling Selling Order Handling Marketing Fu l fil l ment Response CRM Operations Support & Process Management CRM Operations Readiness Sales & Channel Management
    13. 13. Rogers Environment <ul><li>Services </li></ul><ul><li>High Speed Internet </li></ul><ul><ul><li>High speed over Cable </li></ul></ul><ul><ul><li>High speed over DSL </li></ul></ul><ul><ul><li>High speed over Wireless </li></ul></ul><ul><li>Home Phone </li></ul><ul><li>E-mail </li></ul><ul><li>MPLS VPN </li></ul><ul><li>Diagnostic </li></ul><ul><li>Topology Management </li></ul><ul><ul><li>Segmentation, Congestion Relief, Synchronization </li></ul></ul><ul><li>Voicemail Server </li></ul><ul><ul><li>Track server assignment </li></ul></ul><ul><li>Digital and Analog Video (in progress) </li></ul><ul><ul><li>STB activation </li></ul></ul><ul><ul><li>VoD </li></ul></ul><ul><li>Platforms </li></ul><ul><li>SuperSystem – Updates all Provisioning activities </li></ul><ul><li>SubDB – Updates Subscriber database managed by Rogers </li></ul><ul><li>Cisco BACC – High Speed Modem and eMTA provisioning </li></ul><ul><li>Yahoo – E-mail provisioning </li></ul><ul><li>Nortel CS2K – Voice Line provisioning </li></ul><ul><li>Allstream / RTI CSP provisioning </li></ul><ul><li>Radius – Authentication for DSL provisioning </li></ul><ul><li>IP Allocator – IP Management for DSL </li></ul><ul><li>NextNet – Wireless Broadband provisioning. </li></ul>
    14. 14. Rogers Architecture © 1996 - 2007 Sigma Systems. Private & Confidential.
    15. 15. Benefits of Converged Services Layer <ul><li>True service layer abstraction </li></ul><ul><ul><li>Change out of Device Provisioning and CLEC partners without impact to upstream BSS layers </li></ul></ul><ul><ul><li>Support for multiple HSD access technologies – DOCSIS, Proprietary Cable, DSL, pre-WiMax </li></ul></ul><ul><ul><li>Rapid rollout of new services on infrastructure </li></ul></ul><ul><li>Support for both network and third party partner fulfillment </li></ul><ul><li>Rapid reuse of value added services across multiple access technologies </li></ul><ul><li>Repository of Subscriber-Service-Resource information </li></ul><ul><li>Automatic recognition of impacted subscriber services and reprovisioning on network/resource changes </li></ul><ul><ul><li>Segmentation and congestion relief, etc </li></ul></ul><ul><li>Integrated support for subscriber diagnostics </li></ul>
    16. 16. Thank You Tom Vari Senior Vice President, Application Delivery [email_address] (647) 747-5411 Brian Cappellani CTO, Sigma Systems [email_address] (416) 365-3966

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