T1 Integration provides service support for a significant part of Rostelecom's backbone network

2021: Hardware and Software Support

On September 30, 2021, T1 Integration announced that it provides service support for equipment and software installed on the Rostelecom PJSC network.

T1 About 4,000 pieces of equipment are transferred to service the Integration in 250 cities throughout. Russia For three years, T1 Integration will be responsible for technical support and repair switchboards in routers case of emergency and at the request of the customer, as well as for software updates. The company will also provide management of technical support processes, resolving issues with non-standard malfunctions that require the presence of a specialist, supporting large-scale activities and conducting a preventive network audit.

Service Desk T1 Integration will provide 24-hour support to Rostelecom specialists. In accordance with the SLA, the time to restore the operability of the equipment on requests with the highest priority level will not exceed 4 hours. Services are provided by T1 Integration specialists.

Millions of subscribers, companies, government agencies and critical information infrastructure are connected to our communication network. And any infrastructure failure can cause serious consequences - both for our business and for our customers. Therefore, 24-hour technical support is critical to us, which will ensure the prevention of emergencies, and if they occur, their maximum prompt resolution. T1 Integration won the competition, and we believe that the company is ready to fulfill the declared SLA level, "said Alexey Nikitin, director of reference networks at Rostelecom PJSC.

T1 Integration has been cooperating with Rostelecom for many years, including in the direction of technical support for the operator's infrastructure. This project is characterized by increased complexity: it involves servicing a larger range of network equipment, and the SLA level becomes even higher, "said Yuri Korchukov, technical director of T1 Integration.

2020: Optimizing Customer Support Process

On February 8, 2021, Technoserv announced assistance to Rostelecom in optimizing the process of technical support for subscribers throughout Russia.

The company "Technoserv," one of the Russian system integrators, completed a project on the introduction of Process Mining technology to analyze and optimize the business process of technical support for B2C subscribers of Rostelecom PJSC. The analysis of one of the most massive business processes (15 million subscriber calls per year in 7 macro regions) made it possible to develop proposals for its optimization, assess the potential economic effect, and develop a plan for the implementation of proposals.

Thousands of employees of Rostelecom technical support services process more than 15 million calls from subscribers about the quality of services over the year. In accordance with the principles of continuous improvement, the company decided to improve the existing process - to reduce the cost of technical support and improve the customer experience. The first step of the transformation was a project to identify and evaluate the impact of "bottlenecks" - anomalies in the performance of tasks, deviations from the established procedure, which complicate and delay its implementation.

At the first stage, Technoserv helped the customer integrate Process Mining tools into the company's IT landscape. Then, potential sources of information were identified and investigated - the Rostelecom information systems automating the process and the "digital traces" of the process stored in them, such as records of the received appeal, the departure of the team, and the execution of the task. With the help of procedures set up by Technoserv experts for integrating and converting data, 196 million activity records were loaded into the Process Mining system, made as part of the processing of 15.5 million cases. According to them, the model of the end-to-end business process - its "digital double" - was restored and an iterative check of its correctness was carried out. On the basis of the model, Technoserv specialists designed and configured analytical reports showing the features of the process, its potential "bottlenecks" and KPI in the context of call routes.

The key stage of the project was the formulation of hypotheses about areas for optimizing the process. Of the many calls, more than 700 thousand different call processing routes were allocated and 9 reference end-to-end scenarios were determined. The study of the hypothesis included finding a deviation from the reference scenario, testing the hypothesis using Process Mining technology, calculating its effect on the business, analyzing the causes of the occurrence and developing optimization measures with the definition of resources. In total, more than 20 hypotheses were formulated about "bottlenecks" that manifest themselves differently in different macroregions.

The research of mass service processes on the scale of Rostelecom is a very serious event in terms of costs and terms. It is extremely difficult to do it manually: by the time all the necessary information is collected and analyzed, the process can often change several times. Using Process Mining technology allowed us to analyze the process faster and more clearly, and evaluate the results of the changes made - almost immediately after their application. It is important that we have made the data already available to us work, made a service for business based on them - managers and process owners see a real picture of the process, can receive operational alerts about deviations in it. - commented Mikhail Kurdin, director of the operational efficiency office of Rostelecom.

The project has become special for us for several reasons. Firstly, this is the complexity of the tasks being solved and the technologies used. As of February 2021, Rostelecom PJSC specialists are available, in addition to the classic Process Mining capabilities, as well as the ability to monitor business processes, use embedded Machine Learning tools and automatic response to detected problems in the process. The second significant factor for us is the scale of the process in terms of the number of employees involved and the amount of data studied. As part of the project, we have significantly supplemented our methodology for checking the correctness of data and restoring the process. The third significant factor is the execution of the project in online format. The launch of the project and the research stage of the process coincided with the beginning of quarantine, so Rostelecom colleagues and I had to quickly transfer interaction to online channels and learn how to conduct the examination remotely. This was made possible only thanks to the mutual support of all members of the working group, "said Alexei Nikolaev, director of the competence center for IT management and monitoring systems at Technoserv.