Technology Innovation Billing/Telecom Automating Telephone Bills Benefits: Highly efficient with excellent quality whilst eliminating manual processes and specifically assigned staff INSIDE Case Study: Telecom corporation E End to end processing control with a single dashboard E Managing the entire document lifecycle from billing data to archiving E Quick implementation of bill layouts for new service offerings Gaining a Competitive Edge Powerful new bill design tools fulfill time-to-market requirements for new service offerings of a telecom corporation. One of the leading telecom service providers in Italy with a customer base of over 24 million and a revenue of 8.159 Billon EURO offers a wide range of services. It employs approximately 10,000 employees and has eight Call Centers distributed over the Italian territory with more than 2,000 points of sale. The GSM network covers 97% of the territory that corresponds to 99.4% of the Italian population; the same is true for the GPRS network. N Before Papyrus The mandatory presence of specifically assigned staff was necessary due to the requirement of a highly manual process which greatly impacted quality and efficiency. This process when new service offerings needed to be shown in the bill was lengthy and did not fulfill time to market requirements. AFP/PDF and other files were exchanged by express courier between the telecom company and the document composing software PreS from Printsoft. The generated AFP and PDF files had to be returned for archiving in DMS and for e-billing. All this manual interaction created inflexibility and resulted in time and quality loss. Single bills can have more than 15000 pages! N Key requirements for the new bill • The bill process and bill generation had to be automated. Manual steps, interactions and specifically assigned staff had to be reduced. • Corporate image had to be improved • A better design of the bill • Delivery of bill on paper in PDF and XML • With new services continuously offered they had to be inserted into the bill in the quickest possible time to fulfill time to market requirements. N Why Papyrus? Management of the entire document lifecycle including document process control was a main factor. Other reasons were the powerful graphical document design interface and an achievable automation rate by implementing a single, centralized point of control. The incoming data from the billing system CCBS was directly used by the Papyrus formatting engine. There was no need to run pre-processing steps and there was no requirement to modify the output format of the bill data. The flexibility to outsource to major print shops and interface with the company’s existing Filenet archive were other reasons that Papyrus was chosen. N The implementation ISIS was contracted to develop a prototype within a four week period. Billing data with all relevant variables were -directly read by Papyrus Designer. The flexibility of the graphical user interface in Papyrus ¬Designer allowed ISIS to quickly react to the telecom company’s need for new bill layouts with additional customer details and specific market information. The document application logic was defined simply using drag and drop functions from a logic tree. The billing data was then directly read into the design window with all relevant variables for the bill. Additional functions used: • Definition of grouping rules such as cost center and SIM number within a cost center • Traffic path (incoming, outgoing and or local/roaming) • Traffic type (Voice/Data/SMS/MMS…) • Output type: AFP, PDF, XML, ASCII, XLS… • report files for the print shop and for accounting • Management of the resources (fonts, forms, logos etc.) N High speed formatting on SUN Solaris Papyrus DocEXEC was installed on a SUN Solaris Server for high speed formatting whilst directly reading the input bill data. Manual steps, interactions and specifically assigned staff had to be reduced. It was critical that the billing process and bill generation be automated. N Bundling, sorting and reprinting by Index Papyrus Postprocessing/PrintPool, an extension to ¬Papyrus DocEXEC, was installed and configured to fulfill bundling and sorting requirements based on user defined indexes for optimized print and mail. Reprinting copies from originals is also executed using its postprocessing capabilities. N Fast retrieval and viewing of bills in PDF Papyrus WebArchive keeps two bill cycles in AFP format for fast retrieval and immediate viewing in a browser. All bills are converted into PDF for e-mailing and archiving. ¬Papyrus ¬WebArchive also provides an open interface to Filenet for document index information. N Central point of control automates the billing process completely Papyrus WebControl maps the business process into the document workflow. This allows complete process automation from the receipt of incoming data to the delivery of AFP files to the print shop. Furthermore, there is an automated process for generating XML/XLS documents and PDFs for e-mail delivery and Filenet archiving. All this is based on a central point of control and a graphical, user friendly Desktop interface that allows for the tracking and monitoring of every step in the process. N The Bill generation process Each produced dataset is associated with an XML file and its characteristics (i.e. Set Number, Type and number of contained documents, ...). Verification and certification of the data’s consistency along with 1000 configurable controls are performed using a script developed by Papyrus Designer. Data files can be of unlimited size ( >150MB per single document). With only one processing step of the given data file, Papyrus produces AFP documents in Black&White, Front&Back, Color, PDF and XML for viewing using Excel. Personalized Marketing Messages are placed conditionally into the bill at time of formatting and the presentation of the invoiced amounts is completely personalized. N One step process – showing last page first The first page of the bill is summarizing all items and costs. It is formatted at the very end of the bill after all summary and detail pages are produced. The summary page is then ¬re- sorted to become the first page in a one step process. N Monitoring The entire process is continuously monitored by an application developed within Papyrus Designer that analyzes the logs produced by each process. It queries a database and verifies if at the end of the bill cycle all calculated figures correspond to the real ones in order to activate the production of fiscal reports. N Highlights • Bundling multiple documents of configurable size and characteristics • Generation of PDF documents applying a specific naming convention as required by the third party archiving system for long term archiving • Generation of PDF documents and XML/XLS(CTE) documents for e-billing • Bundling of documents in various formats (PDF, XLS, ASCII) to produce a CDROM • Production of Fiscal Reports in ASCII format and PDF. • Production of reports for statistical purposes. PAPYRUS PRODUCTS in use Papyrus Designer on Windows WYSIWYG dynamic document design Papyrus DocEXEC on SUN Solaris High speed document formatting engine Papyrus Postprocessing/PrintPool on SUN Solaris Bundling, sorting and reprinting of bills Papyrus WebArchive on SUN Solaris PDF presentation in the Web Browser Papyrus WebControl/Repository on SUN Solaris Controls automation of the print process MOTIVATIONS for INNOVATIONS Motivation: Eliminating manual steps through process automation Innovation: A centralized single point of control managing the entire end-to-end production process Solution: Papyrus document life cycle management from the data to the archive A comprehensive and scalable solution for centralized management of document applications, print and output operations that span web, client/server and host environments. Papyrus Document Frameworks O Automated Document Factory O Enterprise Application Integration O Enterprise Output Management O Enterprise Content Management O Business Process Management O Portal and Web Applications O Change Management O Correspondence O Campaign Management O Print Management O Capture/Classify/Extract • E-mail, Fax Organizations can define, measure, and manage output management across complex heterogeneous environments from centralized control points. Billing with Papyrus Advanced Info Service Public Co. Ltd Thailand • AMS American Management System USA • Belgacom/Belgacom Mobile Belgium • Bell South USA • BEZEK Israel • British Telecom United Kingdom • CAT Thailand • Connext USA • debitel Germany • DeTe Mobil Germany • Edisontel Italy • Far Eas Tone Taiwan • Gas Natural Spain • GPU USA • Israeli Electric Company Israel • Jazz Telecom Spain • Keyspan USA • Mannesmann Arcor Germany • Maxis Malaysia • MCI Worldcom United Kingdom • Neckermann Germany • Northern Telephone Canada • Orange United Kingdom • PMS Italy • Polcomtel Poland • Postens Mailburo Denmark • Quelle AG Germany • Samart Corporation Thailand • Singapore Telecom Singapore • Smart Communications Philippines • Stadtwerke Kiel Germany • Stadtwerke Wuppertal Germany • Swisscom Switzerland • Telecomasia Thailand • Telekom Austria Austria • Telephonica del Peru Peru • Thai Telephone & Telecommunications Thailand • Total Access Communication Thailand • Vodafone Germany, Italy