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RA: Evolution
Nigel SmithMay 2011
2010 Colt Technology Services Group Limited. All rights reserved.
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Revenue Assurance covers three categories of
Typical revenue assurance opportunitiesLost opportunities
PROJECT EXAMPLE
Unrealised revenue
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Non-attributed usage,e.g. incorrect mediation
Unbillable usage, e.g.wrong customer data Aborted delivery
Poor customersatisfaction leading toLost orders
Potential revenue lost through churn, missed
cross-/ up-selling Liberal credits (e.g.
rating of usage
Revenues not billed
leakage, e.g.inactive members Slow response to
competitors
Unrealised up-
Typically,provides the greatest return on
member service)
Service discrepancies,e.g. service invoiceddiffers from delivery(volume-based billing /
collected
Losses for unrealised
Delayed accountactivation ortermination
Bad debtsa e cross-sa e
Post-billingadjustments
Billin dis utes
investment
Network fraud & intrusions
Internal fraud Unauthorised usage
Fraud
scope are typically 0.5- 4% of total revenues
collected 1
Subscription fraud
than 5% of total revenue is typically lost in fraud within Telco's that have no fraud
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End Game RA Centre of Excellence Perform up-front customer credit and
fraud screening
Follow a risk assessment process during Ensure timely andaccurate creation of
New ProductDevelopment
Marketing
Receivables
Mgmt
ar e ng
Sales and
Customer Contact
customer records
Generate accurate
and timely invoices(content & format)
RevenueFraud Order and Accuracy and
timeliness Identif classesssuranceManagemen
t Provisioning
Track rework andcomplaints tocustomer service
of fraud (motive,means, mode,method)
Deter rather
Billing
Usage
Billing Usage Collection
Track and correct cause of usageleakage
Call Detailed Record (CDR)
Manage receivables - bothaged receivables anduncollectables
Consider Den All Knowled e
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co ec on w c - o- reconc a on (DAK) post billing adjustments
as fraud
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About Colt
5 2010 Colt Technology Services Group Limited. All rights reserved.
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Reach Credibility
Exceptional owned / operatedEuropean network and 19data centres
Over 35,000 organisations trust us
Providing mission-critical services
Unrivalled reach to 100 citiesthroughout Europe
n eman ng mar e sec ors
We manage thousands of ITsystems for our customers
Extensive integratedIT infrastructure Trusted by other carriers
IT managed services, data andvoice services
Revenues of 1,622m in 2009
Working with the leading technologyvendors and 600 channel partners
.profit of 85m
Shareholder stability
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5,000 employees in 15 countries
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Colt is Evolving to be the
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Create a Mission statement
Strategy Outline
SRA
Data
NPD/NPI
Controls
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tart w t
To achieve Revenue Maximisation by ensuring that 100%of the Revenue generated by customers using Colts
.
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As a believer in Kee in it Sim le and Short, KISS, the strate was:
Start with easy wins where there is Executive Director Support
Build on the success interlocking the distinct areas of RA to create theentre o xce ence
Make the CoE an integral part of Colt
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Create where: in house, ex house, off shore, out source
Currently: half a manager, plus six analysts in India, one senior analyst in UK
Business Objects Training to enable use of Colts Data Warehouse
ro ect anagement exper ence or ew ro uct an ot er c anges n
Evolving RA Team members
Enhance profile by enabling movement within Colt.
Encourage people from different areas to join RA.
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Switch Revenue Assurance
Cvidya MoneyMap SRA
3 rd PartyDMS EWSD
Mediation Retail Billing
SRA also includes Inter Operatorwhere there is areconciliation betweenfiles and total CDRs
Reconciliationof: Call filesmatched
Text files &Dirp Logs
Sequencecheck All filesreceived
o a o.
Rated
Error in UsagePre Processor
Invoices Mediationas nothingis receivedfrom the
and sentarerecorded
Error in MainProcessor
Zero Rated
Bill count
File errorstatus
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Amount forRated
Amount forBilled
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1. Daily checking of all switch filesa) Existing system to be maintained
2. Develop New SRA
a) Analysis to be undertaken or what and how (White Label & Event Data Records)
knowledge of within Colt.
. eve op n ne w t o ta) Need to cover known New Product Developmentsb) Use Data Warehouse if this is accurate and timely informationc) Must be sufficient to pass all PWC audit requirements
1414 R. Teichmueller 03/2009 internal document
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Order system Billing systemOrder/ Billing reconciliation
Provisioning/ng
reconciliationNetwork
reconciliationNetwork/Billingreconciliation
Inventory
MoneyMap uses above three data sources for various reconciliations:
Order Reconciliation
Billing Reconciliation
Network Reconciliation
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Continual use of existin Mone Ma s stem
Evaluation of how the new product requirements may change Coltsusage of MoneyMap or other systems
Undertake a project to implement any changes required for Data RA
eve op rue oo to as econc at on
Reconciliations for OHS, OH&P, Xtract, Salesforce.com, CMS,,
1616 R. Teichmueller 03/2009 internal document
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1. Create an outline of the requirements for all projects:
1. COSO risk assessments & Risk Control Matrices2. Controls to match into existing systems as best they can
2. Involve all Revenue Assurance staff:1. Train all staff to take the lead on Projects2. Utilise local experts in the Business to support the team
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RA to be the Business Driver for controls in all areas of Colt
Develop a control set to be utilised by Colt To include TMBS in the UK and any other regulatory or commercial
controls
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I think of Revenue Assurance as a football
team; the defence are the guys doing the
standard reconciliations, the midfield is where
new developments and products are being
implemented and the forward line are key
.
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Margin Analysis Tool:
Using Business Objects to report from Colts Data Warehouse sitting on a Netezza platform
> Inter Operator & Retail Billing daily CDR extracts> Matching of all CDRs
> Transit calls, aim is to spot Arbitrage> To cover all Switch products including Intelligent Networks
>Master Destination List & Tariff
> Checking Colts Master Destination List / Country Destination List> Challen in Pricin & Voice Tradin s own mar in tools
Customer Margins
or w o er eams o eve op marg ns or us omers ro uc s egmen s
2020
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Thank you
2010 Colt Technology Services Group Limited. All rights reserved.