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.
Botswana Police Service (BPS) has indicated concern about the ongoing trend where the general public falls victim to criminals purporting to be police officers.
According to BPS Assistant Commissioner, Dipheko Motube, the criminals target individuals at shopping malls and Automated Teller Machines (ATMs) where upon approaching the unsuspecting individual the criminals would pretend to have picked a substantial amount of money and they would make a proposal to the victims that the money is counted and shared in an isolated place.
“On the way, as they stop at the isolated place, they would start to count and sharing of the money, a criminal syndicate claiming to be Criminal Investigation Department (CID) officer investigating a case of stolen money will approach them,” said Motube in a statement.
The Commissioner indicated that the fake police officers would instruct the victims to hand over all the cash they have in their possession, including bank cards and Personal Identification Number (PIN), the perpetrators would then proceed to withdraw money from the victim’s bank account.
Motube also revealed that they are also investigating a case in which a 69 year old Motswana woman from Molepolole- who is a victim of the scam- lost over P62 000 last week Friday to the said perpetrators.
“The Criminal syndicate introduced themselves as CID officers investigating a case of robbery where a man accompanying the woman was the suspect.’’
They subsequently went to the woman’s place and took cash amounting to over P12 000 and further swindled amount of P50 000 from the woman’s bank account under the pretext of the further investigations.
In addition, Motube said they are currently investigating the matter and therefore warned the public to be vigilant of such characters and further reminds the public that no police officer would ask for bank cards and PINs during the investigations.
Botswana Congress Party (BCP) leadership walked out of Umbrella for Democratic Change (UDC) National Executive Committee (NEC) meeting this week on account of being targeted by other cooperating partners.
UDC meet for the first time since 2020 after previous futile attempts, but the meeting turned into a circus after other members of the executive pushed for BCP to explain its role in media statements that disparate either UDC and/or contracting parties.
The Director General of the Directorate on Corruption and Economic Crimes (DCEC), Tymon Katlholo’s spirited fight against the contentious transfers of his management team has forced the Office of the President to rescind the controversial decision. However, some insiders suggest that the reversal of the transfers may have left some interested parties with bruised egos and nursing red wounds.
The transfers were seen by observers as a badly calculated move to emasculate the DCEC which is seen as defiant against certain objectionable objectives by certain law enforcement agencies – who are proven decisionists with very little regard for the law and principle.