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BTC strategic focus to 2020 espouses technology

Publishing Date : 09 September, 2019

Author : TLHABO KGOSIEMANG

The strategic intent pursued by Botswana Telecommunications is to create shareholder value and gain competitive advantage through the delivery of innovative solutions, increasing mobile and broadband market share, and to fix the basics in order to deliver a superior customer experience.


BTC has identified five broad thematic areas central to execute this intent. These key result areas are innovation, customer experience, efficiency, growth and a high-performance culture. BTC growth will be driven by an improved mobile and broadband customer experience, new products, and new market growth both locally and regionally. Innovation is anticipated to develop new products and lines of business that gives the company a competitive advantage, while at the same time BTC seeks to transform itself into a high performing company that is characterised by superior leadership ability and talented people who are results oriented.


The group’s three-year strategic focus to 2020 remains one of growth and transformation, themed around technology, commercial and culture. As for the technological transformation, BTC is transforming and modernising its network at the same time improving the quality of user experience. The company says it continuously invest in its networks in order to give its customers the widest coverage, fastest speeds and the best network quality, while making its services more affordable. Investing in the latest generation network technology allows the company to lower operating costs while improving their capacity to handle increased traffic volumes.


Further, BTC indicated that its approach to the market is segment based, as it wants to engage with customers and gather essential insights to improve its value proposition and provide a seamless customer experience. BTC has developed an integrated commercial strategy with the intent of growing revenue and gaining its market share and it seeks to transform into a high performing company that is characterised by superior leadership ability as well as results oriented people with the requisite skills.


According to BTC Annual report 2019 released this week, the company has identified strategic programmes to anchor the three transformation pillars. Converged billing being the first strategic programme has seen phase 1 of the platform being implemented in March 2018. Mobile prepaid, mobile post-paid and fixed prepaid platforms were migrated. Migration of fixed post-paid customers was implemented in June 2019.


As part of the BTC digitisation program, Data Centre and IT infrastructure Consolidation project was commercially launched in March 2019, and there has since been an increase in uptake of customers hosted in the Data Centre. Investment in the Mobile Broadband network is achieving the desired results of improved quality of customer experience, and BTC has rolled out 281 sites to date. The deployment of MBB has resulted in BTC 4G being the best in the country, both in terms of coverage footprint and download speed.


This has led to an upsurge in mobile data usage and an increase in 4G subscriptions. The quality of voice service on the mobile network has also improved and exceeded set targets with reductions in network congestion rates and drop call rates. In the Fixed Broadband space, BTC says it has deployed and commissioned a total of 81 Fibre to the Cabinet FTTC nodes in Gaborone, Francistown, Kasane and Maun, and has extended Fibre to the Home FTTH in Phakalane Golf Estate and Gaborone North, providing fibre-based connectivity to hundreds of households.


The FTTx service was launched in major centres and customers are now able to experience high-speed internet connectivity. The company further indicated that it upgraded its VSAT system to a state-of-the-art platform which is capable of delivering high speed and affordable internet connectivity up to 50Mbps. As a result, of improved service quality, BTC noted that it has seen an increase in customer retention. VSAT service, the group claims, has seen increased uptake particularly from farming communities, as well as tourism and hospitality facilities countrywide.


The roll-out of the 4G sites, according to the report, enabled BTC to introduce new mobile data products targeted to different segments of the market. ‘’we launched new propositions such as Live Social bundles, revamped turn up bundles and video bundles. For post-paid we were able to offer customers Pro connect bundles which offers them a range of bundles, voice and an option of 4G high-end device’’ reads the report


Moreover, BTC has launched its money financial service called SMEGA. ‘’this allows customers to deposit or withdraw money, pay bills, buy electricity and airtime from their wallet. The service has a bank to wallet feature and a new innovation called Motshelo group as well as bulk payments. We have also introduced mobile app that gives customer’s convenience to access our services through their phones and online application for services’’.  Efforts to improve customer experience for the company are beginning to bear fruit, a s following an introduction of a day service, customer satisfaction index improved from 66% to 68%. The service is aimed at improving customer service turnaround times.


 BTC continued to enhance the ability of the transmission network to support the radio access network by connecting more base radio stations with fibre and high-speed IP microwave transmission, thus improving the quality of service and extending access. This is according to the company’s Annual Report 2019 released this week.


 The continual enhancement of the telecommunications environment is a basis for competitiveness in the sector and is an important element of improving customer experience and ensuring customer satisfaction. As a customer-centric and proactive mobile network operator, BTC says it has implemented an integrated Fault Management and Performance Management Solution as a strategic initiative of the integrated network management platform. This was done to improve the quality of and ensure overall visibility of the network performance. Continual monitoring of these has helped in guiding the installation of additional capacity to where it is most needed, thereby resolving capacity constraints.


BTC network coverage continues to be the widest in the country and covers over 96% of the population. BTC has significantly increased its LTE coverage footprint, covering urban and semi urban locations and village across the country, with over 365 sites commissioned as at end of the year under review. Additional sites will be deployed during the 2019/2020 financial year to address coverage gaps and for densification in the two cities, Gaborone and Francistown. BTC has also improved its fixed broadband services with fibre to the ‘’X’’ deployed in urban areas. The company stressed that it commissioned its VSAT service that uses a High Throughput Satellite delivery high speed broadband connectivity across the country.

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