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GRUPPO TELECOM ITALIA

Telecom Fraud, Revenue Assurance

&Risk Management

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GRUPPO TELECOM ITALIA

Redirecting your Revenue Assurance focus to

revenue loss prevention instead of revenue

recovery.

Daniele Gulinatti

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Fraud Management & Revenue Assurance

A day made of glass 2

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Fraud Management & Revenue Assurance

From a traditional world …

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Fraud Management & Revenue Assurance

5

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Fraud Management & Revenue Assurance

… to a more challenging world 

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Fraud Management & Revenue Assurance

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Fraud Management & Revenue Assurance

How are we organized? 

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Fraud Management & Revenue Assurance

Revenue Assurance Organizational Structures

Technology, Network

Operation

Governance – Quality &

Revenue Assurance

(Wireless/Wireline)

Information Technology

Demand AssuranceManagement -

Revenue Assurance

 Administrat ion and Control

System, processes and procedurefor AC

Revenue Assurance

TIM Brasil

Revenue AssuranceTelecom Argentina

Revenue AssuranceTI Sparkle

Revenue Assurance

National Wholesale

Services

Operations & Caring– Revenue Integrity

Human Resources and

Organization

Fraud Management &Revenue Assurance

RA PROCESS OWNER: FOCUS ON STRATEGY AND

GOVERNANCE – PROMOTES INITIATIVES TO FOSTERCOLLABORATION AT GROUP LEVEL

FOCUS ON NETWORK

CONTROL

DOMESTIC MARKETINTERNATIONAL MARKET

... eachwith a specific focus …

FOCUS ON BUSINESS «PROCESS»

 AND OFFERING REVENUE RISK

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MAIN ACTORS IN REVENUE ASSURANCE PROCESS

LOCAL AND INDIPENDENT REVENUE

 ASSURANCE FUNCTIONS

FOCUS ON SYSTEMATIC CONTROL &MONITORING AND REVENUE RECOVERY ON IT

SYSTEM CHAINS, RA SYSTEMS AND CONTROLS

EVOLUTION, REVENUE RECOVERY AND

 ASSURANCE

+ STRATEGY AND

GOVERNANCE

+ EXECUTION

Retail Wholesale NetworkI T

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Fraud Management & Revenue Assurance

Control Model

DESIGN & CORRECT 

Business process and systems structural Review

Evolution of RA control model ; evolution of RA

controls on systems and processes , and

automation of monitoring activities

Governance Model

PLAN

Definition of Revenue Assurance Investment

Plan, both programmatic and extraordinary

“planning”; cost certification and benefit

evaluation related to revenue recovery

Prevention and management of risks identified in

Service Creation (implementation risk),

commercialization (process / offer risk), rules

definition and control, logic check (proactive

approach)

PREVENT 

Risk Prevention

Identification of revenue loss areas in revenue

chains in order to mitigate losses and to identify,

address and monitor needed corrective actions for

revenue recovery (reactive approach)

RECOVER

Execution

1 2

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Revenue Assurance | Scope

Revenue Assurance is in charge of implementing initiatives to prevent and control delays and losses in the revenue,billing and accounting chain due to faulty processes or systems

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Fraud Management & Revenue Assurance

Current State Model of Telecom Italia - Italy

The steps of the Revenue Assurance evolution path in Telecom Italia

The Maturity Level of Telecom Italia Domestic Operationscompared with TM Forum RA Maturity Model

Ad-hoc, chaotic.

Based ontemporaryneeds.

Managementproject /

process at basiclevel Reusablefunctionalities.

Development of a standard

approach

Quantitativelyidentified andcontrolledlosses.

Ongoingprogressdepending onfeedbacks.Decentralizedownership,

holistic control.

Risk Quality

1. Initial

2. Repeatable

3. Defined

4. Managed

5. Optimized

Recovery reduction

influenced both by

profits trend and VAR

reduction

VAR reduction

influenced by profits

trend as well as

structural and

preventive RA actions

Progressive Gradual

improvement of recovery capabilities

due to the increase

of RA effectiveness

and maturity level

2009 2010 2011 2012

Value at Risk

2009 2010 2011 2012

Recovered revenue

2009 2010 2011 2012

% recovered Revenue on VAR

Coverage of Revenues

(% revenue coverage and control maturity level)

Mobile NWS

Coverage improvement

Fixed : 92%  96%

Mobile: 57%  84%

NWS: 50%  70%

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Fixed

Organization People Influence Tools Processes

RA MEASUREMENT AREAS

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Fraud Management & Revenue Assurance

We have to think differently …

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Doing things differently …

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Fraud Management & Revenue Assurance

New approach: focus on prevention !

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Fraud Management & Revenue Assurance

New challenges …

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Fraud Management & Revenue Assurance

The new approach: 3 different tools

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Risk

Matrix

Offer

Risk

Matrix

Processes

ASTRO

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Fraud Management & Revenue Assurance

Risk Matrix - Offer 

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Fraud Management & Revenue Assurance

It’s a tool that through algorithms estimates the risks of a commercial plan and has aqualitative output that gives an immediate feedback (red, yellow, green).

Risk Matrix - Offer

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Risk factors from

Fraud ManagementRisk evaluation and output

ReportPdo + Checklist from Marketing 

 And Service Creation

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Fraud Management & Revenue Assurance

Two different kind of inputs:

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PdO

checklistRisk level

 Act ive/past plans Benchmark

algorithms

Elements

weights

Similarity analysis

Fraud & Abuse

Risks or rev. loss

 Att racti veness # of prospects

Risk elements analysis

Risk matrix – Risk analysis elements

Most comon

risk types

• Revenue share• Auto-recharge• Credit• Gsm Box (bypass)• ITZ tariffs

• Descounts• Bundle AOM• Shock billing (data focus)

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Fraud Management & Revenue Assurance

Risk Matrix - Processes

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Fraud Management & Revenue Assurance

Go through processes…

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Fraud Management & Revenue Assurance

Risk Matrix - Processes

• It’s an evolution of Risk Matrix – Offer that contributes to the analysis focusing onthe possible critical points of each process underneath each single commercial plan.

• Checklist based.

• Qualitative output.• Action plans to correct and mitigate the highligthed risks.

PDO

Process risk level

Critical points analysis

Rates New technology

Third parties

involvment…

Automatic Action Plan issuing

Recommendation ondept. involved

RM – Processes Suite

   R   M   –

   P  r  o  c  e  s  s  e  s   S  u   i   t  e

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Fraud Management & Revenue Assurance

16

Project ASTRO: structured analysis for blocked revenues

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Fraud Management & Revenue Assurance

CREDIT FOR VIRTUALBILLS

RECURSIVE BILLING PROBLEMSAND CORRELATIONS

CANCELED TRAFFICAfter 13 months

ADSL PROBLEMS “Promise to the customer” 

unattended

Dealyed paymentsRented products

Specific problems for fixed offers

ADSL PROBLEMSUnrecognized order

ADSL PROBLEMSDelayed/missing delivery

«Astro»

F

FM

M

CLAIMS MANAGEMENTOperations after due time/date

Next stop

M

F FIXED

MOBILE

LEGEND

ASTRO Project: critical elements discovered

1

2 3

4 5

6

7

8

9

10

11

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Fraud Management & Revenue Assurance

Deep process analysis

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Fraud Management & Revenue Assurance

Internet of things …

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Fraud Management & Revenue Assurance

Frauds & Revenue Assurance … new opportunities!

… of caring,… of added value services,… of preventive profiling,

… of new sales (es. virtual PABX),… of processes improvement,… of loss reduction,… of consulting.

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Fraud Management & Revenue Assurance

In a few words … plant some new seeds

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Fraud Management & Revenue Assurance

The power of words 2

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Fraud Management & Revenue Assurance

daniele.gulinatti@telecomitalia.it