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© 2019 TM Forum | 1#TMFDigital
Group Chief Information Officer, AxiataAnthony Rodrigo
Transformation of Telco BSSA Marketplace Driven Approach
© 2019 TM Forum | 2#TMFDigital
Looking back at a decade of CSP digital transformation
© 2019 TM Forum | 3#TMFDigital
Our CSP’s customer engagement channel “digitization” journey in the last decade
Feature phone USSD/SMS/SIM applet
Large screenOnline/Web Smart phone Apps Digital assistants
Complexity/Stress on backend BSS/IT systems
Segment of oneSegmenting Market
© 2019 TM Forum | 4#TMFDigital
Our CSP’s backend technology transformation journey in the last decade
SOA/ESB -> REST APIs
BI to Data Lake and Analytics
RPA, AI/ML
RESTAPI
Initial migration of SOA toESB and later adoption ofREST API @ scale
Legacy closed system BI,Reports to open source Datalakes & Realtime Analytics
Process simplification &digitization to use of RPA,AI/ML and to AI Ops
Cloud, PaaS and SaaS services
Virtualization to Cloud andincreasing use of CloudPaaS/SaaS
MicroservicesLarge monolithic Apps
Large System based Architecture to APIs and Data as fabric
© 2019 TM Forum | 5#TMFDigital
But are we achieving best in class digital customer experience with the optimum cost to serve ?
We’ve ticked all the boxes on digital transformation …
© 2019 TM Forum | 6#TMFDigital
Digital Stack
Telco BSS Core
Network Infrastructure
API Management
Our backend architecture has evolved in to a two a speed IT stack to cater to increased demand from customer engagement channels
Legacy Channels
Apps by partners
Virtual Assistants
Selfcare e-commerce Mobile Money Fin Tech
OCS
Billi
ng
Med
itatio
n
Dist
ribut
ion
Man
agem
ent s
yste
ms
BSS Core System
Network & Infrastructure
Digital Engagement Channels
Prod
uct C
atal
ogue
Others
API Management
Ord
er M
anag
emen
t
© 2019 TM Forum | 7#TMFDigital
Despite a 2-speed IT architecture, legacy BSS architecture is not well suited to keep up with customer journey driven digital applications
High Speed LayerAgile- R&D
Low Speed LayerWaterfall - R&D
Legacy Channels
Apps by partners
Virtual Assistants
Selfcare e-commerce Mobile Money Fin Tech
OCS
Billi
ng
Med
itatio
n
Dist
ribut
ion
Man
agem
ent s
yste
ms
BSS Core System
Network & Infrastructure
Digital Engagement Channels
Prod
uct C
atal
ogue
Others
API Management
High Cost to serve due to Change Requests on core
systems
Slow TTM and lack Agility due toCore CRs in a Waterfall process
Load from digital channels beginning to break backends
CIO Pressure point:Rising TCO, Slow TTM
Customer journeys on digital channels change rapidly with service innovation
© 2019 TM Forum | 8#TMFDigital
Learnings from the API Journey of Axiata led to a complete rethink of BSS architecture to address the challenges of the next decade
© 2019 TM Forum | 9#TMFDigital
100 Telco + Other API’s
10,845 Apps
3000 Developers
50+ Partners
Industry partnersEnterprise API MarketRetail API market Internalization
The API Journey of Axiata led to rethink of BSS architecture
Innovate withCommunity
Innovate withEnterprise
Multi operatorCollaboration
MIFE Inside &BSS Transformation
16,200 Apps
10200 Developers
200+ Partners
3 Basic Telco Api’s
3000 Apps
1893 Developers
3000+ core BSS APIs
1500+ microservices
50%+ efficiency gain in IT
© 2019 TM Forum | 10#TMFDigital
Video
© 2019 TM Forum | 11#TMFDigital
The API journey unleashed Innovation and Transformed IT
Accelerated innovation @ local community by 100xOpen APIs markets making material contribution to top & bottom line
Build out of an internal repository & market place of 3000+ APIsTransition to micro services/Agile R&D – 1500+ Micro services
Mindset shift to an ecosystem partner based approach Take back control & speed!Realization of change required on approach to BSS to be Cx journey led…
Product development improved from months to weeks/days85% decrease in Change Requests to backend systems
© 2019 TM Forum | 12#TMFDigital
Rethink of BSS architecture to become a …
Customer journey driven Open Digital Architecture
© 2019 TM Forum | 13#TMFDigital
1. Customer journey driven architecture
2. BSS and IT SW components are “Lego” blocks connected via open APIs/microservices
3. A journey is supported by connecting a string of microservices/legos from on premise or cloud
1. Data & APIs - Is the fabric of the Digital Stack
2. CI/CD process/tool chain fined tuned for Telco services
Network
API &Micro Services fabric
Digital Engagement Channels
LoyaltyCatalog
AccountCredit CheckRate
Analytics
Balance
Order Management
Rewards
Digital channels need backend systems to adapt to the customer journey and not the other way around!
Order Insurance Ask for CreditOrder SIM
Speed/Agility Lower Cost B2B Innovation
© 2019 TM Forum | 14#TMFDigital
API &Micro Services fabric
Network & Infrastructure
Customer engagement Legacy Channels
Apps by partners
Virtual Assistants
OCS
Billi
ng
Med
itatio
n
Dist
ribut
ion
Man
agem
ent
syst
ems
Prod
uct C
atal
ogue
e-commerce Mobile Money Fin Tech Others
A new digital telco core is emerging changing the boundary of traditional BSS architecture
Old BSS Boundary
Before
Classic Telco BSS Architecture + Two speed It Stack
After
We are approaching TM Forum Open Digital Architecture
Network & Infrastructure
Customer engagement Legacy Channels
Apps by partners
Virtual Assistants
Digital Engagement Channels Selfcare e-commerce Mobile Money Fin Tech Others
BSS Core System Rating Policy Mgt
New BSS Boundary
Mediation
Many BSS modules available as Micro
Services: Agile service creation with on-
prem or cloud PaaS/SaaS building
blocks
Data/Analytics and APIs at the core: to
leverage vast telco dataset and network
services –TM Forum open APIs
Redefining boundary of the 2-Speed IT
stack: Customer experienced driven
digital service layer and Low Speed
BSS-core closer to network functions
Lower cost to serve: Re-use micro
services across many CSPs, leverage
cloud services in the same environment
© 2019 TM Forum | 15#TMFDigital
Concept: Can a Telco BSS “app store” or market place feed the new Digital Core with applicable services ?
CSP Environment
© 2019 TM Forum | 16#TMFDigital
Concept: Can a Telco BSS “app store” or market place feed the new Digital Core with applicable services ?
Pioneer Project Contributors:
The digital ecosystem business market place TM Forum pioneer project
Aligned to Open Digital Architecture and TM Forum BSS APIs
© 2019 TM Forum | 17#TMFDigital
Participants
Champions
APP TRADING MARKETPLACE, A FRAMEWORK FOR CSP COLLABORATION
Market place Pioneer project and Catalyst partners
Pioneer Project Interest group
Catalyst Phase 1TMF KL Nov 2019
Catalyst Phase 2TMF Copenhagen Jun 2020
© 2019 TM Forum | 18#TMFDigital
A FRAMEWORK FOR CSP COLLABORATION
BSS App/Micro Service Trading Market Place – Catalyst Phase 1
Pioneer Marketplace
Catalog Management
Charging & Billing System Charging & Billing System Charging & Billing System
System Integrators
Telco Vendors
CSPs
App Market FE
CSP onboarding
DPEB BE
Consumers
ProducersM
arke
tpla
ce
© 2019 TM Forum | 19#TMFDigital
Invitation to contribute & shape the Pioneer project & Market place Catalyst Phase 2