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Maturity level 1 based on Ericson assessment due to the below facts :

1. vague tasks definition

2. role’s ambiguity and lack of clarification regarding the function of the section

3. No report results from RA analysis to senior management

4. NO Service Level Agreements (SLA) ever.

5. No involvement in the product assurance

6. most of the team is new to RA with zero RA experience

No documentation exist

7. RA system not closed with no benefit on the RA nor on the ROI

Maturity level 3 and moving toward 4 based on the last consultancy with business assurance due to the below facts :

1.Clear tasks definition

2.Clear role’s regarding the function of the section

3. Monthly report from RA analysis to senior management

4. RA Team understands the function and gain a respectable level of maturity

5. developing SLAs with other departments

Monthly report from RA analysis to senior management

6. Fully involvement in the product assurance.

7. Fully documenting a Knowledge library in which core RA functions are covered and the scope is expanding

RA system is up and running and cover the below areas

(Usage , subscription ,and recharge Assurance ) with proven cases for each one of them as :

Correction and action:

Contact the business support team to manage this problem and adjust the cussert customer.

RA Achievements & Proven Cases

RA Achievements

Before

RA Team Monitoring Functionality

After

1. Technical Issues

RA team manage and monitoring a 26 audits to cover most revenue streams in the company.

RA still monitoring the issues discovered in the previous cases and working on investigating all possible problems that may occur.

We found that the below problems raised again after being fixed:

• MSC Duration > IN CCN Duration:

• Mismatching in MSC vs. Billing

• Missing TAPIN CDRs (TAPIN vs. INCCN). New case

• One Network Error (Roaming On Zain)

2.Business Issue

New approaches were started toward covering new topics such as:

• Post launch testing

• Strange B number( Wrong Destinations) in SMSC vs. Billing

• Reviewing the product department processes

Case 1

leakages in revenues in our local Voice service

1. Duration Difference between the MSC an IN CCN

2. Calls with Zero Duration (0 Seconds in INCCN) – Real Call Happened but not charged.

IN Total

• Actual Revenue Leakage ILS 130,637

• Annual Recovered Revenue Loss ILS 3,223,440

Corrections and action:

After the deep analysis and taking appropriate actions

the difference minimized to be around 400 second per day.

Roaming Cases :

1. Missing MOC

2. Real Mismatch

3. AIR Time Mismatch

4. Financial Impact Details:

Case 2

Post-paid Revenue Leakage

Case 7

Roaming

Due to Duration Rounding technique in MSCs is “Rounding Down” , we found that about 99.6% of the calls are rounded down, which means that we lose a second for each post-paid customer since post-paid was launched at Jawwal .

e.g. :

Correction and Action

Case 3

Huge Differences Between the HLR & the CRM Services

Correction and action:

1. As RA, we recommend to adopt rounding up technique into our MSCs .

2. Get full details about the applied configurations on our nodes from Ericson.

Regarding the subscription reconciliations in our system we found that:

1. Total mismatch between HLR & CRM is 2,492,370

2. Total missing in both HLR & CRM is 172,918

Short Code 37888

Notes

Correction and action:

RA recommends starting the remedy process immediately.

Case 5

MSC vs. IN

this short code was opened for post-paid subscribers but it should be available only for pre-paid subscribers. This creates traffic of 25 SMS from post-paid subscribers.

Case 4

Uncharged Value Added (VAS) Services (MSDP Node)

This problem rose again after the last upgrade but this time that RA team discover and notify the Engineering immediately to take the needed action from their side.

Problem cost not calculated yet.

Correction and actions:

RA team contact the engineering team to do the needed action from their side.

Short Code 37555

Case 6

Short Code Problem

SMS to this short code charged by .221 NIS instead of 3.12 NIS

we found that there were missing charging CDRs for some services.

This case contains the following subscribers categories :

• Postpaid Permanently Deactivated.

• Prepaid-Permanently Deactivated.

• Prepaid-Active: Package Migration – Postpaid to Mix.

• Subscribers without CRM and HLR profile (Not found).

• CDR without Subscriber type.

Sum ( Wrong Charge) 3,143.28

Sum (Original Charge) 44,375.76

Revenue Loss 41,232.48

Short Code 37750 & 37752

The promotion SMS for these short codes was wrong and lead to send SMSs to 37750 instead of 37752 and vice versa , and though charged by 3.12 instead of 0.22

Sum ( Wrong Charge) 3,701

Sum (Original Charge) 260