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© 2018 TM Forum | 1

Transformation to a Digital Service Provider -Three’s Journey To-Date.

Chief Architect

Hugh Crean

© 2018 TM Forum | 2

What we’ll cover today…

• Brief summary of Three

• The background and our starting point

• How Customer expectations have changed in the new Digital era

• Brief overview of what Three are doing, and key lessons learned, so far

© 2018 TM Forum | 3

Who are Three?

© 2018 TM Forum | 4

Three is part of CK Hutchison Holdings.

Core areas:

Ports

Retail

Energy,

Telecoms

Infrastructure

Investments

Operation

in 54

Countries

Turnover Employees

globally

Largest

Company

in Asia and

one of the

Global

Fortune 500

6 54 $43 Billion

270k No.1

© 2018 TM Forum | 5

Facts about Three Ireland.

37%

Market share

Background our Starting Point

The background

– The background

At Acquisition of O2 in 2014

IT shared with 3UK0.5m customers

Consumer50 Tariff Plans

Contended roadmap with 3UK

CRM/Billing – Amdocs1.5m customers

Consumer + Business + M2M1400+ Tariff Plans

High business risk with lots of EoLParticularly h/w & o/s of Amdocs

Before the rebrand of O2 to Three

Two separate IT and network silosTwo separate customer bases

After the rebrand in 2015

Look and feel of one company (but only from the outside)

– The background

Before the rebrand of O2 to Three

Two separate IT and network silosTwo separate customer bases

After the rebrand in 2015 (current view)

Look and feel of one company (but only from the outside)

IT Strategy Focussed On: Reduce IT Cost of Ownership, Reduce Exposure to Risk, Consolidate/Rationalize

– The background

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But in the meantime Customer expectations have changed!

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Customer’s new needs…

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T0 operate in the digital world…

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What we are doing?

Transforming to digital experience

Digital business transformation

Operators need to tackle the organisation silos and move from a Service Provider with a website to Digital Service Provider.

Se

lf-s

erv

ice

Call

Cen

tre

Sto

re

The Digital shift

Transforming to digital experience

Digital business transformationThe Digital shift

© 2018 TM Forum | 17

How we are doing, key lessons learned so far.

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Two Key Call Outs to consider

1. Need to ensure the Program does not become “just” an IT Transformation

2. Transformation is long and arduous and temptation can be to focus on the here and now, but you still need to consider the future

Get the Governance Right

The Business Transformation Team (BTT)

Business Design Authority

Transform SteercoSenior Management Team

A governance structure to moves beyond a mind-set of evolutionary integration to one of revolutionary transformation.

Technical Design Authority

Don’t forget the People aspect

• Load

• Mind-set training

• New roles and skills needed, e.g. Journey Design, AI expertise.

• Product led, process driven scoping, is new for people

• Cross Domain knowledge needed by IT and Business in order to hold full end to end views of Customer Journeys for “Omni Channel” experience

Introduced the concept key Business Design Principles

1. BDPs are deliberate conscious decisions around how we want

to operate as a business, going forward

2. BDPs are a statement of strategic intent that can be linked to

both the Transform core themes and the Program KPIs.

3. BDPs manifest themselves practically through the solution

design principles and consequently through the way our

people and systems work.

© 2018 TM Forum | 22

Technology hand in hand with digital transformation.

Process

w/t

Business

Design

Principles

Solution

Design

Principles

D&V

JIRA

Issues

KPIs

Core

Themes

Customer

Journeys

BPT

PIs

Change

Mgt

Comms

Governance

Transform

Purpose

Throughout the program, business transformation and

technology enablement combine, to ensure an aligned

and mutually supporting approach.

Business

transformation

Technology

enablement

TDA

BTT

Fit for Future

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“Beyond Mobile” business design principle

1. It is formal recognition of the growing importance of the non Mobile/Telco product sets, to

provide new revenue streams, as traditional Mobile/Telco revenues are squeezed

2. It aims to enable greater Innovation in our product sets, by building a solution architecture that

facilitates

▪ Rapid on/off-boarding of new Partners

▪ Easy POCs and product trials

3. Reminder to the Programme to build and design for the future, ensuring the solution

architecture is flexible enough to support the Beyond Mobile principle

4. Our integration Partner, THBS, are key to us supporting this principle

Integration Layer

Amdocs Integration Framework

REST WidgetsWeb ServicesSOA

SOA Gateway

Channels

RetailDealer/

ResellersWeb Online SMS

POS My3 App

IVR

3rd Party

Sales ForceDigital Hub(

Other

SFTP

Data Hub

Other

Back-End

MEC CRM OrderingConvergent

Charging

Ensemble

Billing , AR, Collections

Switch Control

Resource ManagerService Platform

OCA /ANM

Network

Document Designer

2. Model Product

4. UpdateRating

5. UpdateBilling

3. UpdateOrdering

6. Distribute

To Channels

Fusion

7. Link fromFusion

9. GetData8. SSO

Self Care DMZ

1. OnboardPartner

External

Proxy

Other

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Introducing THBS

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Head - Centre of Excellence, Torry Harris Business Solutions

Karthik Subramaniam

B2B2C PLATFORMS FOR CSPs

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B2C BattlegroundsPrice Wars as the route to Consumer acquisition

FREECHEAPER

FASTER

CSP Market Leader

Market Challengers / OTT Players

© 2018 TM Forum | 31

AT & T was not satisfied with simply offering transport of data, it assumed ownership ofthe end to end experience that the data owners required from the data. Therebysecuring their position and moving up the value chain through client system integrationas a service which by itself has become a significant revenue stream.

Mike Troiano,

VP IoT, AT&T

“AT&T, as a carrier, is transforming beyond basic transport. We play the role of a Systems Integrator”

What are the WINNERS doing..?

© 2018 TM Forum | 33

ACTIVE AND PASSIVE PLATFORMS

Platforms are already everywhere. Active Platforms will win, others will lose out.

Active Platforms – Those that enable participants to define and create their communities of own networks.

© 2018 TM Forum | 34

THREE LEVELS OF DIGITAL PLATFORM OPPORTUNITY

CSP AS A PLATFORM ENABLER

Energy Insurance

Healthcare

CSP AS A PLATFORM

CSP

CSP AS A PLATFORM ENABLER

SYSTEM INTEGRATION+

Energy

CSP

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Expose Back Ends as Services. API enable everything, EVERY application or data that needs to be exposed, found and orchestrated in real time

Table Stakes for Survival

LEVEL1

Provide Enablers to your Customers , to expose what they need to join you. Be the Facebook that provides the link to your customers with their communities

API Enablement for Consumption by Customers

LEVEL2

Provide System Integration to secure Business Objectives. Fostering interconnected web of assets.

Customers Expose and Consume APIs

LEVEL3

MATURITY LEVELS OF CSP PLATFORM

© 2018 TM Forum | 36

DIGIT MARKET- Pass it on..

A Single Stop offering that allows you to quickly digitally enable yourself and your Customers

Multi-Vendor Marketplace Framework - Digital Transformation for SMEs

Tools to build and grow an Ecosystem of vendors and buyers.

On-board, curate and manage the provision and consumption of assets between participants

Frictionless entry to the platform age for one and all..

© 2018 TM Forum | 37

AUTO stub

ENABLE

GOVERN

STRATEGY

CONNECT

LOG Framework

Caching Framework

Error Mapping Framework

Deployment Automation

Governance Starter Kit

AI Framework

Business ModelRepository

Change Management Framework

Evolve for QCAPI Composition

Framework

Made available for white label redistribution by a CSP

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