74 / 172
74
03
Performance
Intellectual
capital
Telkom is a different company than it was a few years ago – we transformed from a
telecommunications provider to an integrated ICT services provider. IT played a critical
part in the transformation journey.
Information technology
We are at an important point in our transformation journey where we need to prepare for a higher pace of change
and more demand from business. This is fuelled by our focus on satisfying ever-changing customer demands
for new and innovative communication and ICT solutions. We spent a considerable amount of time during the
first three years of our transformation journey to get closer to the business, and to understand business plans,
customer strategies and digital ambitions - what we deliver to each business unit. This culminated in a revised
Telkom IT strategy. At the same time, we look at further transforming how we deliver IT solutions. Our IT strategy
will continue to guide our delivery and strategic investments going forward, and will guide us to achieve a better
balance between investing in “transforming and growing the businesses” versus “running the business”.
During the year we made progress in aligning IT with business as captured in our IT strategy. We evaluated our
investments in business support system/operations support system (BSS/OSS) and identified areas that will have
to change going forward. We are evaluating our strategic vendors and partnerships to ensure they are able and
ready for the changes. We are pushing ahead with further restructuring and outsourcing IT functions to align with
our new operating model.
IT contributed to enhancing the customer experience (improved NPS) by reducing systems response time,
increasing self-service systems response time, increasing self-service via mobile applications, and streamlining
processes to reduce the multiple steps in the approval process forTelkom customers.
IT strategy
Consumer
Telkom IT strategy
More business-aligned, enabler of business plans, driving digitisation and automation
Faster time to market and increased
agility with a focus on innovation and
customer experience enhancements
through digitisation and automation of
end-to-end business processes
Enabling the integrated
telecommunications and ICT service
and product portfolio requires new
ways of engaging with customers
to understand their business needs.
It requires the ability to quickly
convert a sales discussion into a
serviceable order that automatically
integrates into a multitude of back-
end provisioning systems to deliver a
consistent customer experience
Expanding on its leading position
as the primary wholesale
infrastructure connectivity provider,
enabling a new business partner
ecosystem by integrating various
retail service providers and other
wholesalers to deliver higher-quality
solutions faster