The telecommunications industry is at the forefront of this transformation, both as an industry witnessing large-scale change in its market environment and as a key driver of worldwide digitization. Investment by the telecommunications industry in technology and interoperability has underpinned an immense shift in information and capital flows through the global economy, while providing the building blocks for the emergence of entirely new business models across industries.
HCL Digital Transformation Maturity Matrix is an Assessment/Index model for the analysis of a Communication Service Provider(CSP) on various tenets of its digital transformation journey. It helps customers take an objective view of the current state of the organization, along with its assets, investments, and initiatives.
| Level 1 | Level 2 | Level 3 | Level 4 | Level 5 | Measures | |
| Work Culture 20% |
Ad hoc communiocation systems Work in silos |
Collaborative communication system Clear Delivery Requirements |
Collaborative & Multi Functional Communication Clear & Documented Vision |
Cross functional & Omni Channel Communication Articulated Business Vision |
Self Organised Communication Team can solve any issue |
Team Happiness Index |
| Business Agility 10% |
Ad hoc programming, design & development Traditional Sprint based Netwrok |
Basic agile practices with high collaboration Hybrid & Capacitative Network |
Extreme Adoption & Pair Programming Extended Network Connectors |
Shift left quality by early testing Autonomous Networks |
Enterprise Agile Adoption Software Defined Networks |
User Story Acceptance Velocity Variance |
| Technology Disruptors 30% |
Basic Cloud Services Messenger Hub & Information System |
Scheduled builds & dedicated build servers API Enablement |
Dynamically Orchestrated Microservices Big Data Analytics |
Self Service & Chatbots Blockchain & Autonomous Billing Systems Network Monetization |
AI Cognitive Computing AR VR based Retail IoTized Services |
Build Cycle Time Integration Cycle Time |
| Architecture Agility 25% |
Manual & Partially Automated Deployment Rollback is manual & complex |
Automated Deployment using Scripts Complex but reliable rollback |
Automated deployment Self Service or Push Button |
Automated Deployment to Pre Prod Automated Rollback |
Fully Automated Deployment Automated Environment Provisioning |
Deployment Cycle Time |
| Digital Governance 15% |
Reactive Monitoring Manual Reporting |
Continuous Monitoring Partially Automated Reporting |
Automated Reporting Monitoring as a Service |
Performance Metrics Captured & Reported Quality Metrics are defined & tracked |
Automated Problem Isolation & Resolution Optimize KPI |
Defect Lekage In Sprint Testing In Sprint Automation |
The model looks to assess the CSP’s digital maturity on 5 key components:
- Work Culture - Characterizing the changes in communications, culture, structure, training, and knowledge management within the organization that will enable it to become a digital player
- Business Agility - Focusing on customer participation and business empowerment, as well as new benefits created through automation of network and processes
- Technology Disruptors - Representing the next-gen technology trends being adopted by the CSP and its capabilities that enable effective technology planning, deployment, and integration to support the digital business
- Architecture Agility - Focusing on the capabilities that support the service provision. Increased maturity within this dimension demonstrates a more digitized, automated, and flexible operational structure
- Digital Governance - Focusing on the capabilities that enable more flexible and agile ways of monitoring and regulations that will form the basis for an effective digital business
Scoring model: HCL
Based on its experience and understanding of digital enterprises of future, HCL has defined a weighted model to assess current state of digital maturity of the CSP. Our model ranks tenets defined in matrix as: Work Culture (20%), Business Agility (10%), Technology Disruptors (30%), Architectural Agility (25%), Digital Governance (15%). Based on our assessment of current state of the Communication Service Provider(CSP), we calculate a cumulative score and assign a level of digital maturity to the client.
Based on the client’s current level of digital maturity, HCL outlines a digital transformation trajectory. HCL has a set of digital systems tools, processes & frameworks to help the organization embark on the digital journey with the required support and expertise to ensure long-term success.
Some Levers of Digitalization Offerings for CSP
- Digital Consulting – At HCL we have an in house consulting division focusing on Telco operators pressure points like Data Integration, Device Integration, DevOps, Automation to bring about their digital transformation. Emphasis is on user experience enhancement and business process transformation led by a design-thinking and user-persona based approach
- IoT Works - Innovative and focused service offerings to develop a connected device ecosystem that is experience-centric, service-oriented, agile & lean, and ecosystem-driven
- Digital Systems Integration - Digital Systems Integration from HCL has been created as a journey for a traditional organization to be Reborn Digital. By embarking on this Digital Transformation journey, the existing companies can engage with customers, empower employees, and enable management in a better manner
- Mobility – Enterprise mobility functions for clients looking to outsource some or all of their hectic operations, in order to focus on their core business
- Analytics & Big Data - Our business analytics services team engages with your digital business and IT teams to develop a practical and tangible path forward tailored to your organization’s objectives. Analytics Pathways provide the tools to define, build, and deploy Big Fast Data solutions and advanced analytics to create innovative solutions
- E-Commerce – Commerce in a box offering with an omni channel e-services establishment to digitize brick and mortar operations and acquire new customers
- DRYiCE – DRYiCE framework, composed of DRYiCE Autonomics and DRYiCE Orchestration, consists of 53 loosely coupled building blocks, each block representing a functionality. This might be delivered via HCL IPs or off the shelf partner products and the customers may want to consume all 53 or the selected few per their need
- SLM Smart – It brings together agile project management with DevOps tooling supports various ALM frameworks viz. JIRA, VersionOne, HP ALM, etc.
- Application Re-engineering - Application re-engineering services assist you to rethink and redesign how your current application meets its strategic objectives. Emphasis is on innovation, flexibility, quality deliverables, and cost control by re-engineering functional modules and supporting processes using state-of-the-art application re-engineering methodologies
- Portfolio Optimization – Comprehensive set of portfolio optimization offerings with focus on data archival, Legacy Modernization, total cost of ownership, Cloud and mobility adoption, application decommissioning service
This was a list of just some of the Levers that help us in helping organizations with their Digital Transformation trajectory. There can be a combination of other offerings to act as levers for organizations to help them progress through the different stages of their Digital Maturity journey.
With an extensive portfolio of digital business service offerings HCL helped one of its clients, a major US based wireless network operator, achieve channel efficiencies using digitization. Advanced Analytics across supply chain, customer service, marketing and device management enabled the telecom major to take data driven business decisions. Together we launched a brand new digital platform for Consumer Services & Device Activation, thereby, improving customer engagement & preventing churn.
