Seven Castles

Shanghai Telecom 2001- -

                                      

April 15, 2001

 

Contents
1. Message from General Manager
2. Senior Executives: A Group Photo of Senior Executives
                  Senior Executives
3. Corporation Profile
4. Organization and Operation System: Diagram of Administrative Bodies
                                Diagram of Operation System
5. Growth of Telecom Business
6. Communication Capabilities: Local Telephone Network
                          Transmission Backbone
                          Broadband Access Network
                          High-speed Internet
7. Supporting Systems: Accounting System
                   Customer Service System
8. New Telecom Services
9. Service Level
10. Development Objectives in 2001
Message:
Shanghai Telecom has experienced unstable situations for a century. According to the Central Government's strategic decision of reforming and restructuring telecom industry, a reform in system and mechanism has been conducted resolutely and steadily, with the objective of establishing a modern enterprise system. Several generations of our employees have laid a solid foundation in a spirit of unity and hard working. With this value legacy, together with a network scale, technical level and quality of service up to the standards for a world-advanced city, Shanghai Telecom makes great contributions to reform and opening up, economic development and improvement of life quality in Shanghai.

Facing the turbulent waves of IT revolution worldwide in 21st century, domestic and international competitions that are increasingly fierce, growing telecom and information requirements of different sectors, we at Shanghai Telecom with 18,000 employees, are confident and able to tackle the challenge and bear the mission given by the history. Through innovation activities in technology, mechanism and management, Shanghai Telecom will step into the market in all directions with a true enterprise-type operation, building itself into a telecom operator that represents the strength of China Telecom and has international comprehensive competitive edges within 3 years.

For that purpose, Shanghai Telecom stresses the following as essentials in 2001:
1. Activation of productivity factors for the new break through in reform and development.
2. Fast growth of various emerging services embodied by data services.
3. Strengthening technological innovation for the new competitive edges.
4. Creation of a new image of Shanghai Telecom, with the business concept of "Customer First, Service Best" practiced.
5. Formation of an efficient workflow and procedures for a higher level of modern enterprise management.
6. Strategic support and cooperation for enhanced overall competitive edges and the new glory of Shanghai Telecom.
7. Build-up of favorable atmosphere with shared value and creation of a new corporate culture of Shanghai Telecom.

"The burden is heavy and the road long". Shanghai Telecom will provide better services for reform and opening up, and the vast number of customers, with the ambitious blueprint of the new century realized in the process of implementing strategic decisions made by the Central Government and Shanghai Municipality Government for promoting informatization of national economy and society.

Corporation Profile:

Shanghai Telecommunications Corporation of China Telecommunications Group (Shanghai Telecom for short), as a wholly funded subsidiary of China Telecom Group with the qualification of a legal person, is a state-owned telecom business on the basis of the fixed-line networks and associated assets in Shanghai. It claims a registered capital 6.385 billion yuan, and assets valued 25.3 billion yuan and 18000-strong employees.

The business aim for Shanghai Telecom is to abide by the state laws and regulations, conduct market-oriented business, leverage leading edge communication technologies, and exploit telecom and information services. Moreover it will enhance management and improve service quality; deliver quick, easy and accurate communication services; create more economical benefits and increase competitive edges with a prerequisite of satisfying the social needs.

Its business line mainly covers all types of fixed-line infrastructure (including wireless local loops) in Shanghai for domestic/international communications and a wide range of services from voice, data to video and multimedia communication and information services. The related activities, such as system integration, research and development, technical services, consulting, advertisement, sales of communication equipment, designing and construction and other services authorized by China Telecom Group are included as well.

The corporation, according to laws, enjoys various rights for independent business operation, change of personnel, set-up of organizations, recruitment and employment, use of own capital, operation of assets, investment decision-making and other rights authorized by the local governments or China Telecom Group. The corporation is also responsible for the preserved value of all the assets invested by the Group.

Shanghai Telecommunications Corporation of China Telecommunications Group has directly subordinate units,  share holding corporations and  joint ventures.

Diagram of Administrative Bodies
General Manager
Three Chiefs (Chief Account, Chief Economist, Chief Engineer)
  Deputy General Manager
  Executive Masters 
  Assistant to General Manager
GM Office
  Secretary Department
  Superintendence Office
  Security Department
  Logistics Department
  Vehicle Management Department
Corporate Planning Division
  Decision-making Consulting Department
  Foreign Affairs Office
  Laws Office
  Public Affairs Department
  Strategy Research Department
  Corporate Management and Assessment Department
Human Resources Division
  Assessment and Appointment/Removals Department
  Salary and Welfare Department
  Human Resources Disposition Department
  General Affairs Department
  Training and Development Department
  Production Safety Office
  Administrative Department for Retired Staff
Planning and Development Division
  Engineering Planning Department
  General Planning Office
  New Service Development Office
  Planning Office
Finance Division
  Budget Control Department
  Capital and Assets Management Department
  General Finance Department
  Accounting Department
Engineering Division
  Administrative Office
  Switching and Transmission Engineering Department
  Pipeline Engineering Department
  Civil Engineering Department
  Engineering Final-Accounting Department
Supervisory Division
  Office of Discipline Inspection Committee
  Supervision Department
  Auditing Department
  Service Quality Supervision Department
  Rectification Office
Telecom Marketing Division
  Administrative Office
  Telephone Service Department
  Toll Service Department
  Data Service Department
  New Service and Marketing Department
  Service Management Department
Networking Division
  Administrative Office
  Local Communications Department
  Long Distance Communications Department
  Data Communications Department
  Wireless Communications Department
  Integrated Communications Department
  Emergency Communication Office
  War Preparedness Office
  Undersea Cable Office
Communist Party Affairs Division
  Secretary Department
  Propaganda Department
  Organization Department
  Administrative Department for Veteran Officials
  Administrative Department for Armed Forces
  United Front Work Office
  Security Office
  Office for Civilization Activities
Trade Union
  Administrative Office
  Interests-safeguarding Department
  Economical Department
  Propaganda and Organization Department
Youth League Committee
Diagram of Operation System
Shanghai Telecom
Business Units
  Long Distance Communications Business Unit
  Data Communications Business Unit
  Wireless Communications Business Unit
  Calling Card Business Unit
Ground Communications Offices
  East Area Telecom Office
  South Area Telecom Office
  West Area Telecom Office
  North Area Telecom Office
  Central Area Telecom Office
  Pudong Telecom Office
  Baoshan Telecom Office
  Xinmin Telecom Office
  Dedicated Telecom Office
  Songjiang Telecom Office
  Fengxian Telecom Office
  Jinshan Telecom Office
  Nanhui Telecom Office
  Jiading Telecom Office
  Qingpu Telecom Office
  Chongming Telecom Office
Professional Operating Units
  Shanghai Emergency Communications Office
  Shanghai Satellite Communications Company
  Shanghai Information Industry Co. Ltd.
  Shanghai Telecom Technology Research Institute
  Shanghai Telephone Directory Company
  Shanghai Telecom Accounting Center
Non-telecom Business
  Shanghai Telecom Industrial (Group) Co. Ltd.
Growth of Telecom Business
In 1999 Telecom turnover valued 8.23 billion yuan;
       Telecom business revenue valued 8.567 billion yuan;
       Fixed assets investment valued 3.95 billion yuan;
       Productivity reached 574,200 yuan per head;

In 2000 Telecom turnover valued 9.83 billion yuan, an increase of 19.5%;
       Telecom business revenue valued 8.924 billion yuan, an increase of 4.17%;
       Among which, data and information services contributed around 1 billion yuan, an year-on-year increase of 61.6%;
       Fixed assets investment valued 4.02 billion yuan;
       Productivity in a telecom business reached 751,700 yuan per head;
Shanghai had 650,000 more fixed-line telephone subscribers, the total number climbed to 5.5 million. The penetration of residential telephone was up to 77.91%. Data and multimedia communications grow rapidly with around 20,000 DDN subscribers, 800,000 IP users, and 700 ADSL subscribers. Optical nodes cover more than 99% buildings and residential areas, FTTB rate is 88.3%, while FTTZ 57%.
Local Network
The SPC-based Shanghai local telephone network covers 6,430km2 of the whole city, with the optic fiber as the transmission media, and SDH the transmission framework. The network currently has installed pure tandem networks respectively in areas of East, South, West, North, Central, and Pudong and city-county tandem networks. Pudong and Puxi have 4 special-purpose tandem offices in all. Also deployed includes STP SS7 transit network, SDH transmission network, SDH synchronization network and ISDN tandem network. A local intelligent network backed by a SS7 network was completed in 1999, offering 8 IN services of VOT, MAS, AD, UPT, WAC, AFPH, UAN and ICW. Centralized handling and servicing for faults reported by subscribers were realized as a "112" centralized handling center in Puxi was put into operation in 2000, together with its established counterpart in Pudong. By the end of 2000, the total capacity of local telephone exchanges in Shanghai topped 6.854 million lines, telephone subscribers numbered 5.494 million, telephone installation rate 80.16%, bringing ISDN capability to 233,000 lines with 191,000 ISDN subscribers. Busy-hours call completion rate in the local network is 79.02% and the teledensity 41.7%.
Transmission Backbone
PDH, SDH and DWDM are the main standards of transmission equipment used in Shanghai local network. By the end of 2000, there were 3,316 PDH light-wave terminal equipment (including models of 140M and 34M), capable of provisioning 1,192 circuits of 140M, 4,768 circuits of 34M, 83,744 circuits of 2M and 28,011 lines of 2M in practical use. Among 100-odd SDH rings (ranging from 2.5G to 155M), 88 are of 2.5G or 622M, offering 82,894 ports of 2M, 21,631 circuits of 2M in practical use. DWDM facilities were deployed in the form of 2 rings plus a line, with the transmission capability at backbone layer as 500G. Access network equipment of various types and from various vendors has approximately 200,000 lines. Moreover, there are a large number of devices of clock or others used in SS7 transport network, synchronization transport network, etc. Shanghai Telecom accomplished a full deployment of optical cables for junction and subscribers' access across Shanghai. The whole network sees 1,366 optical cables for junction in service (5699.64 km long) and 962 optical cables for subscribers' access (merely in the urban area with 6318.24 km in fiber length).
High-speed Internet
Shanghai public information network is an information system covering all the industry and sectors in Shanghai and providing the public a comprehensive portfolio of information services. The network, as a key part of Shanghai Infoport Project, connects large information networks in China or the rest of the world. The bandwidth of 1G is available for international outgoing traffic. "163" and Shanghai Online provide local access. After projects of 4 phases, Shanghai Online supports 600,000 dial-up subscribers, 2,000 leased line subscribers, and 1,500 database users. It allows 60,000 net-surfers simultaneously online. It is able to conduct authentication or billing for 100 subscribers per second, and conduct authentication for applications by the third party at the rate of 80,000 per day. With 250,000 ports by IP bypass public access platform initially deployed in 1999 and 40,000 ports by dedicated access platform, provided capability allows 1.5 million dial-up users. That access platform uses ATM and IP networking at its back stage for access to ISPs. By the end of 2000, the registered subscribers of Shanghai Internet numbered 800,000.
Shanghai Telecom initiated a project of OFSNet (optical full service network) in 1999, and accomplished the largest broadband multimedia information network in China, with core technologies of ATM plus SDH and access means of xDSL plus LAN. The network has emerged as the only public transmission platform for Shanghai Infoport. Shanghai ATM-based broadband network has  PASSPORT 15k switches at its core layer, and 90 PASSPORT switches at its boarder layer. It has a switching capability of 1.6Gbps, supporting services of ATM, frame relay, IP, etc. Its major feature is that it makes FFTH a reality, basically covering a full array of government departments, higher learning institutes, banking sectors, hospitals, office building and newly built residential areas in Shanghai. Subscribers, via a broadband network, have the ability to get access to multimedia services including voice and data service, high-speed Internet surfing, VOD, distance learning, telemedicine, e-commerce, etc. After the capacity expansion of ADSL broadband access, the number of end offices increased to 166, with a possible coverage of 4 million subscribers. It is estimated that by the end of 2001, 180,000 subscribers will enjoy high-speed surfing via ADSL.                     
Accounting System
The main elements in Shanghai Telecom's accounting system include those systems respectively for billing data consolidation, auditing, fund recovery, bills producing and customer service. It has the world-advanced computer-aided accounting equipment and high-speed bill printing and packaging equipment. The total value of its assets is over 100 million yuan. It is able to handle accounting for 480,000 subscribers daily.
In implementing the trusted accounting project, one of the five major service-related initiatives, Shanghai Telecom Accounting Center follows the requirements of ISO9002 conscientiously and became the first ISO9002 certified telecom accounting agency among all the telecom businesses in China.
Shanghai Telecom accepts payment by cash, banking cards and deposits. The 2000-odd agencies that accept payment include post offices, banks, and supermarkets all over the city, bringing great convenience to subscribers.   
Customer Service System
Shanghai Telecom's customer service system consists of 14 helpdesks, 5 service hotlines, 34 business counters, and one premium customer service center.
"1000", or a hotline for Shanghai Telecom's integrated services, is an integrated service system for Shanghai Telecom to provide customers a channel for service acceptance, consulting, inquiry and complaints. The system is of all directions and a full service scale, round the clock, and through the process.
All the business counters of Shanghai Telecom achieved an average rate of 98.91% as of daily clearance of three items in implementing a project for improving service quality, one of the five major service-related initiatives. The rate of response within 15 seconds by helpdesks hit 99.71%.
The premium customer center, while implementing a project for commitment to premium customers, one of the five major service-related initiatives, launched a service hotline for these customers (8006208890) and a special website (www.sh-telecom.com). Routine tasks are cleared daily.
"114" directory service center, as an extension of the customer service system, records 250,000 inquiries daily. The center, which was awarded as a Model Group of Shanghai in 2000, is a pacesetter for Shanghai Telecom's public services.
New Telecom Services
IN Service:
The IN services Shanghai Telecom newly launched include:
Wide Area Centrex (WAC), also known as "600" service, enjoys sophisticated functions of "remote access" and "authentication code", helpful for improved control of corporate customers over the use of its communication systems and related costs.
Universal Personal Telecommunications (UPT), also know as "700" service, allows a connection to a fixed-line telephone, a mobile, a pager or a voice mailbox that a subscriber pre-defined so that the subscriber will be reached at any place.
Universal Access Number (UAN), also known as "701" service, gives a corporate customer a permanent number. Its number portability function means a cost-saving and easy-to-use option for the corporate customers with PABXs.
Free-Phone (AFPH), also known as "800" service, has a main feature with which the called party, instead of the callers, will pay all the communication charges in a collective way.   
Internet Call Waiting (ICW) provides a caller ID as an incoming call reaches while a subscriber is on the Internet via a standard telephone line. The caller is informed of the fact by a voice prompt.
Internet Data Center (IDC) Service:
Internet Data Center (IDC) delivers a series of services of high-speed access, website hosting, application hosting, carrier class maintenance, etc. It ensures a round-the-clock safe operation of enterprise websites. It benefits enterprises from minimal investment, immediate results and free of worries.
Network Element Renting Service:
With the service, Shanghai Telecom takes full advantages of all the available network resources to rent those network elements such as underground pipelines or conduits, ground polls, optic fibers, optical cables, traditional copper wires, transmission systems, network bandwidth, racks, call center seats, etc. Businesses pay low rents to use those costly professional facilities.
ADSL Service:
ADSL service is a high-speed broadband access service launched by Shanghai Telecom. Due to its great bandwidth, high-speed download, rich features and wide use, ADSL manifests a faster and better access means than Model and ISDN.
Voice over IP:
Voice over IP service is an IP-based billing card service. The access code for such service by Shanghai Telecom is 17908. By dialing the access code, card number and password, users can make domestic or international calls via any local dual tone telephone (mobiles and IC card-operated telephones excluded), at lower rates.
IPN Service:
Internet Personal Number (IPN) service is an innovative personal communication service with combined traditional telecom technologies and IP technologies. It allows many types of communication, phone-to-PC, PC-to-PC, PC-to-Phone. This permits two users that are geographically distant from each other to communicate via networks. It is featured by unique number, global use, free transfer, low cost and ease of use.
VPDN Service:
Virtual Private Dial-up Network (VPDN) is a dial-up VPN based on CHINANET. Subscribers are allowed to get access to CHINANET via dial-up, set up virtual links by using resources of public networks, access to data resources within enterprises. It is ideally suited for large- and medium-sized enterprises or institutes and ICP/ASP that provide personalized services. The network is secure and easy to use, helping enterprises minimize costs.
Service Level
1. Customer satisfaction scores 90.12 points, No.3 nationwide.         
2. Waiting time for telephone installation and relocation averages 10.36 days, timeliness rate 99.36%.
3. Restoration of telephone service within 24 hours averages 99.10%.
4. Timely restoration from telephone fault averages 98.70%.
5. Change of local telephone service within 24 hours averages 98.75%.
6. Change of toll service within 24 hours averages 98.88%.
7. Accuracy of a number change notice sent to customer 10 days ahead of time averages 99.87%
8. Blocking a telephone number in a period of 90 days averages 99.78%.
9. Timely response to telephone services within 15 seconds averages 99.71%
10. Accuracy for the results to directory inquiries averages 96.67%.
11. Rate of standardized public telephone facilities reaches 98.75%.
12. Rate of public telephone equipment in proper status reaches 98%.
Main Targets of Shanghai Telecom in 2001
Telecom business revenue is amounted to 9.5 billion (an increase of 6.45% over the previous year)
Non-telecom business revenue is amounted to 4.8 billion with arduous efforts to be made
Returns on total assets reaches 6.84% or higher
EBITDA (Earnings before Interests, Taxation, Depreciation and Amortization) reaches 56.28%
Balance is 1.557 billion yuan
Assets and liabilities ratio<33%
Productivity in a telecom business reaches 837,000 yuan per head

Increased telephone (including ISDN) subscribers 500,000
Increased registered subscribers of Internet services 440,000
Subscribers of broadband access 180,000
IP-based access network capability for 2.5-3 million users
Market share of the main business 60%
Incoming long distance call completion rate 53%
Integrated call completion rate 95%
Call completion for Internet access 85%
Time for handling faults of vital data circuits<4 hours
Premium customer satisfaction 85 points

 

- 作者： zhangliping 访问统计：　2005年03月13日, 星期日 06:17 加入博采