Program Newton

Amdocs’ CSD Evaluation based on RTVM

Content

• Objectives

• Summary
• Value roadmap initiatives delivered over time
• Value roadmap capabilities delivered over time
• Benefits view

• Capability overview by phases

• Re-prioritisation: capabilities requiring 3rd party solutions and

potentially high incremental investments

• Wrap up

2
Objectives

• Confirm the capabilities / functionality to be deployed over time /

in phases

• Agree the capabilities for Phase 1

• Re/de-prioritise any capabilities requiring high incremental

investments

• Confirm the initiatives / capabilities to be delivered by Program

Newton (versus which capabilities to be implemented by Lines of
Business if any)

3
Content

• Objectives

• Summary
• Value roadmap initiatives delivered over time
• Value roadmap capabilities delivered over time
• Benefits view

• Capability overview by phases

• Re-prioritisation: capabilities requiring 3rd party solutions and

potentially high incremental investments

• Wrap up

4
 The 29 initiatives delivered over 3 phases

Win with the Extend Going Extend Enterprise Explore Beyond

Fix the Bad Fast
Integrated Proposition Digital Ecosystem Telecom

7 6 4 8 4
• Reduce the billing • Offer innovative bundled • Expand the digital • Order management: Fix the • OTT services &
charging related solutions for individuals, channel giving process for mobile plans & content aggregation
complaints & families, households & customers access to devices
• Place – space
inquiries organisations functions & data, to • Products: Expand fixed & convergence
manage their mobile bundles with ICT and
• Enhance the prepaid • Single application,
interactions online cloud services • Trusted service
experience qualification, registration &
• Billing: simple, single ebill for manager for the
ordering for bundled • Extend self service
• Improve customer bundled propositions, expense Internet of Things
propositions devices in stores and
service at Maxis management
new methods for • Digital wallet
stores • Choice for single bill across
digital outreach • Single view of customer: provider
bundled propositions
• Increase visibility of Unified & consistent experience
• Leverage social media across portfolio, interactions &
store item stock levels • Cross product loyalty &
to sell & serve channels
rewards program offerings
• Simplify the product
• Leverage social media • Digitisation: services to our
& service offerings • Unified & consistent
to get your story told customers (via portals) and sales
experience across products,
• Enable the frontline channels
interactions & channels
• Fix Home order & • SME online: Enable SME’s to
• Highly targeted, personalised go online and connect to
provisioning fall out Phase 1
and relevant promotions & consumers
retention efforts to customers
• Service management: Phase 2
capabilities, process, systems to
support solutions via MBS NOC Phase 3
• Customer insights: usage, trend,
demand analysis*
Not delivered
by Newton
*Sub-opportunity of “targeted, personalised and relevant promotions
5
under Win with the Integrated Proposition”
Customer experience opportunities roadmap
Fix the Bad Fast Win with Integrated Proposition Extend Going Digital Extend Enterprise Ecosystem Explore Beyond Telecom

3 to 6 months 9 months 12 months 18 months

Reduce the billing Enhance the prepaid Integrated bundles – Expand fixed & mobile Integrated bundles - PHASE
related complaints & experience PHASE 3 bundles with ICT & 4
enquiries • Tailored distribution model for low • Common product development cloud services • Bundles across individuals, families,
• Proactive notifications on density populated areas process & integrated marketing • Mature UC, IaaS & SaaS households & organisations
usage across services • Increase visibility and transparency • Hybrid plans portfolio established • Quota sharing, single account
• Improve customer awareness of data, VAS & ECP charges • Integrated home solution incl. • Sales & delivery capability in • Corporate individuals included
on usage as part of sales • Consolidated set of highly available, security and surveillance place – with 3rd party or
process reliable top up systems wholesale arrangement Single ordering – PHASE3
Digital channel – PHASE
• Promote self service
Use this
Enableformat
the frontlineto provide
2 capability overview for phase• Single
1 /order2 completed
registration /3
capture, qualification,
in a single
Improve customer • Initial single view of the customer • Single online self service portal Targeted & personalised session
service at Maxis stores via single data extraction / across all products promotions – • Automated provisioning & activation
presentation tool • Postpaid contract extension,
• Trained & up-skilled staff to
focus on reducing wait times, Maybe 1, maybe 3 slides –• 1Personalised
Product/plan/business rule
per phase
upgrade of plans, MNP end-to-
end online promotions based
PHASE 3 Digital channel – PHASE 3
• Bundles ordering online
self service, top X frequent on usage, behaviour, location,
• Online troubleshooting • Real time spend control
inquiries simplification • Leverage social media a GTM network signalling / quality,
• Up/cross sell focus for • Both consumer and enterprise • Online issues / incident / complaint
and service tool web (maxis.com.my, social
reporting and status monitoring
Alternatively,
‘simple’ product
combinations use Amdocs’Integrated
Integrated bundles –
slidesloyalty from CSD if applicable and in “VRM media), call centre data
• Quota / content sharing via social media

Increase visibility of
PHASE 2
• Family proposition
programs language”
– PHASE 2
• Personalised loyalty offers
Enterprise Bill
Presentment–
Single bill for bundled
shop items stock levels • Multi-device, pre/post cross-bundles propositions
Single ordering – PHASE PHASE 1B & 2 • Single, simple bill
• Improve store / stock / device for families with education & games
inventory visibility 2 • Event based and 3rd party services
• Integrate inventory with • Order tracking Enterprise Digitisation billing with real time authorisation
Integrated loyalty programs Targeted & personalised
order management – PHASE2
– PHASE 1 promotions PHASE 2 Single View: Unified &
• Use and share privileges by family
Fix Home order & & group members
• Personalised promotions based Enterprise customer consistent experience
provision fall-out on usage, locations data • Single customer view
insights – PHASE 2 • Needs based selling support
• Combined coverage & port Targeted & personalised
availability checks Fix enterprise order • Robust knowledge management with
• Combined credit checks promotions – PHASE 1 management process SME online dynamic search capabilities
• Trained and disciplined staff • Prepaid top up optimisations • Flow through order management • Enable SME’s to go online &
to contact customers – integrated into device connect to consumers Integrated loyalty programs –
OTT Services & Content inventory management system • Web hosting PHASE 3
• Secure B2B gateway for
Integrated bundles – Aggregation – PHASE 1 Enterprise Bill ordering & payments
• Loyalty offerings across bundled
Enterprise Digitisation Presentment – PHASE propositions covering all services
PHASE 1
• Anytime, anywhere tablet + PHASE 1 1A Enterprise service • Enterprise customer insights –
mobile quota sharing Enterprise customer Enterprise single view of management – PHASE PHASE 3
insights – PHASE 1 customer – PHASE1 1
Single ordering – Corporate individuals on
PHASE1 right plan

6
 Customer experience opportunities roadmap
Win with the Integrated Propositions Extend Going Digital Extend Enterprise Ecosystem Explore Beyond Telecom

18 - 24 Month 30 months 36 months

Enterprise single bill
• Single bill for mobile & fixed bundles
• Telecom expense reporting capability Digital channel – PHASE 4 Rolling roadmap to be continuously updated and
• Advisory on best fit plan & next best
Enterprise single view of customer offer benefits to be realised over 5 year period
• Personalised offer / promotions
– PHASE 2
• Single SME/Enterprise customer view
• Needs based selling with knowledge base
support Digital Wallet provider
• Provide mobile payment options
through NFC, SMS
Enterprise Digitisation • Receive location based information
PHASE 3
Use this format to provide capability overview for phase 1 / 2 /3
• Process payments for mobile wallet
purchases
Enterprise Service Management –
PHASE 2 Advanced OTT Services &
• Executive NOC platform Content Aggregation
Maybe 1, maybe 3 slides – 1 per phase
PHASE 2
Targeted & personalised • Setup partner development platform
promotions – PHASE 4 • Support multiple business models to
• Personalised and targeted promotions on support partners
bundles
Alternatively, use Amdocs’ slides from CSD if applicable and in “VRM
• Analytics fully integrated
• Enable multi-tenant order/billing
capabilities
• Promote partner product and services
Trusted Service Manager language”
on Maxis platform
• Track and manage customer identify and
information securely
• Provide secure authentication Enterprise customer insights
• Receive secure communications from banks, – PHASE 4
governments

Place-Space Convergence
• Create enablement capabilities for vertical
solutions
• Work with partners to enable vertical
solution (e.g. Health, education, logistics)
• Process billing and payments on behalf of
partners
• Provide behaviour information to partners
and customers through big data analytics

7
Benefits delivered over time by phases(1/2)

Revenue Growth
Delivered in % of benefits
1,667 “Nice to have slide”
Revenue through redeployed
Colour code the bars to Phase 1 X% FTEs to sales
RM millions

Cost Savings
reflect phases Phase 2 X%

Phase 3 X%
Phase 1
Phase X X%
Phase 2
Not delivered X%
Phase 3
-
Not delivered
by Newton

7- 3-
246
5- - - - -
- -
108 37
139 142
107 112 106 105 102 99 91 90
- 55
26
- -
Offe r Ena ble the Enha nce the Unifie d & Online sa le s Ente rprise OTT se rvice s Improve Digita l wa lle t Targe ted & Le ve ra ge Unifie d & Trusted Pla ce -Space
innova tive SMEs to go prepa id consistent & service Digitisation & conte nt custome r provide r persona lised social me dia consistent Service Converge nce
bundle d online a nd e xperie nce e xperie nce a ggre ga tion se rvice a t promotions to se ll & e xperie nce Mana ge r
proposition conne ct to (Ente rprise) Maxis store s se rve (Consume r) (TSM) for the
consume rs “ Inte rne t of
Things”

Note: All benefits estimated over 5 years: 2013 to 2017

8
Benefits delivered over time by phases(1/2)

Revenue Growth
Delivered in % of benefits
“Nice to have slide” Revenue through redeployed
Colour code the bars to Phase 1 X% FTEs to sales
RM millions

Cost Savings
reflect phases Phase 2 X%

Phase 3 X%
Phase 1
Phase X X%
Phase 2
Not delivered X%
Phase 3

Not delivered
by Newton

- -

13 - -
70 70 -
44 - - 13
35 41 34 10 -
26 14 23 17 -
- - - 7- - 12 10
-
Increase Integrated Enable the Leverage socialExpand fixed & Self service Simplify the Reduce billing Fix Home order Single bill for Single Fix the order Single, simple
visibility of loyalty frontliners media to get mobile bundles device in Maxis product & complaints & and bundled application, management bill for bundled
shop item stock programs your story told with ICT & stores service enquiries provisioning propositions qualification, process for propositions
levels cloud services offerings fall-out (Consumer) registration & mobile plans (Enterprise)
ordering and devices

Note: All benefits estimated over 5 years: 2013 to 2017

9
Content

• Objectives

• Summary
• Value roadmap initiatives delivered over time
• Value roadmap capabilities delivered over time
• Benefits view

• Capability overview by phases

• Re-prioritisation: capabilities requiring 3rd party solutions and

potentially high incremental investments

• Wrap up

10
Capabilities delivered by phase
Fix the Bad Fast

Capability Phase 1 Phase 2 Phase 3

<Capability statement> <Part delivered in phase 1> <Part delivered in phase 2> <Part delivered in phase 3>

Purpose is to provide the overview of in which phase the detailed

(sub)capabilities are deployed

Populate / show only for those capabilities deployed over multiple phases

11
Capabilities delivered by phase
Win with the Integrated Proposition

Capability Phase 1 Phase 2 Phase 3

<Capability statement> <Part delivered in phase 1> <Part delivered in phase 2> <Part delivered in phase 3>

12
Capabilities delivered by phase
Extend Going Digital

Capability Phase 1 Phase 2 Phase 3

<Capability statement> <Part delivered in phase 1> <Part delivered in phase 2> <Part delivered in phase 3>

13
Capabilities delivered by phase
Extend the Enterprise Ecosystem

Capability Phase 1 Phase 2 Phase 3

<Capability statement> <Part delivered in phase 1> <Part delivered in phase 2> <Part delivered in phase 3>

14
Capabilities delivered by phase
Beyond Telecom

Capability Phase 1 Phase 2 Phase 3

<Capability statement> <Part delivered in phase 1> <Part delivered in phase 2> <Part delivered in phase 3>

15
Capabilities in Value Roadmap but not in Conceptual Solution
Design
Category Capability
Extend Going Digital <State capability details>
Extend the Enterprise Ecosystem <State capability details>
Beyond Telecom <State capability details>

Should above initiatives / capabilities be delivered by Program Newton or by

the Line of Business?

16
Content

• Objectives

• Summary
• Value roadmap initiatives delivered over time
• Value roadmap capabilities delivered over time
• Benefits view

• Capability overview by phases

• Re-prioritisation: capabilities requiring 3rd party solutions and

potentially high incremental investments

• Wrap up

17
Capabilities requiring 3rd party solutions by phase
Fix the Bad Fast

Capability Delivered 3rd Party & Solution Incremental Cost Incremental

in Estimate Benefit Estimate
<Capability statement> <Phase 1, 2 or <State 3r party and solution> <State $ if provided – else <State $ if possible based
3> Small / Medium / High> on VRM – else Small /
Medium / High and short
benefit description>

Purpose is to provide the overview of which capabilities require a 3 rd

party solution to further prioritise whether capability is a ‘must have’ or
‘nice to have’ = de-prioritise

Ie, do we proceed with capabilities requiring high incremental

investments and delivering small incremental benefits

18
Capabilities requiring 3rd party solutions by phase
Win with the Integrated Proposition

Capability Delivered 3rd Party & Solution Incremental Cost Incremental

in Estimate Benefit Estimate
<Capability statement> <Phase 1, 2 or <State 3r party and solution> <State $ if provided – else <State $ if possible based
3> Small / Medium / High> on VRM – else Small /
Medium / High and short
benefit description>

19
Capabilities requiring 3rd party solutions by phase
Extend Going Digital

Capability Delivered 3rd Party & Solution Incremental Cost Incremental

in Estimate Benefit Estimate
<Capability statement> <Phase 1, 2 or <State 3r party and solution> <State $ if provided – else <State $ if possible based
3> Small / Medium / High> on VRM – else Small /
Medium / High and short
benefit description>

20
Capabilities requiring 3rd party solutions by phase
Extend the Enterprise Ecosystem

Capability Delivered 3rd Party & Solution Incremental Cost Incremental

in Estimate Benefit Estimate
<Capability statement> <Phase 1, 2 or <State 3r party and solution> <State $ if provided – else <State $ if possible based
3> Small / Medium / High> on VRM – else Small /
Medium / High and short
benefit description>

21
Capabilities requiring 3rd party solutions by phase
Beyond Telecom

Capability Delivered 3rd Party & Solution Incremental Cost Incremental

in Estimate Benefit Estimate
<Capability statement> <Phase 1, 2 or <State 3r party and solution> <State $ if provided – else <State $ if possible based
3> Small / Medium / High> on VRM – else Small /
Medium / High and short
benefit description>

22
Content

• Objectives

• Summary
• Value roadmap initiatives delivered over time
• Value roadmap capabilities delivered over time
• Benefits view

• Capability overview by phases

• Re-prioritisation: capabilities requiring 3rd party solutions and

potentially high incremental investments

• Wrap up

23
Wrap up

• Summary of decision taken

• Summary of actions agreed

24