ARIAWEST International keeps good commitments to customers<\/p>\n
A good relationship between a telecommunications operator and
\nits customers is essential. In this era of globalization, this
\nrelationship is going to need to improve.<\/p>\n
It has been three years already since PT ARIAWEST International
\noperates a telecommunications network in West Java, making
\ntelephony services in the area easier served by more skilled
\nhuman resources.<\/p>\n
People may have been unaware that telecommunications services
\nin the region are now under ARIAWEST management, which presently
\nmanages more lines with improved services.<\/p>\n
Company president John G. Vondras said that West Java's
\nsuccessful call ratio has increased to 70 percent for local calls
\nand 58 percent for long-distance calls from 40 percent.<\/p>\n
\"We are committed to optimizing telecommunications services
\nwith the right technology and capability of being flexible,
\nsimple and cost effective to meet and face the trend of market
\ndemand with customer focus,\" Vondras said.<\/p>\n
He said that customer satisfaction was always a top priority.<\/p>\n
\"Therefore, we must always pay attention to any complaint,
\neven though sometimes problems are caused by the users,\" Vondras
\nsaid, adding that punctuality to serve customers was also
\nimportant.<\/p>\n
ARIAWEST is a partner of the state PT Telkom for a 15-year
\ntelecommunications project in West Java -- Divre III -- which is
\nbeing carried out on a joint-operation (KSO) basis. There are
\nfour other companies working to install telephone and operate
\nlines along with existing lines in the country's remaining areas.<\/p>\n
ARIAWEST works across eight districts, comprising Bandung,
\nCirebon, Tasikmalaya, Sukabumi, Cianjur, Garut, Subang and
\nRangkasbitung.<\/p>\n
ARIAWEST is jointly owned by PT Artimas Kencana Murni of
\nIndonesia, MediaOne International of the U.S. and the Asian
\nInfrastructure Fund (AIF) of Hong Kong.<\/p>\n
Artimas is a local company experienced in telecommunications
\nand other business. AIF is a strong financial investor sponsored
\nby leading financial institutes, including the World Bank and
\nFrank Russel Capital of the U.S.<\/p>\n
MediaOne International, formerly known as USWest
\nInternational, is the international arm of the publicly listed
\nMediaOne Group, the largest broadband communications company. The
\ncompany brings the power of broadband and the Internet to more
\nthan seven million users in the U.S., Europe and Asia. MediaOne
\nalso has interests in some of the fastest growing telephone and
\nwireless communications businesses outside the U.S., serving more
\nthan five million customers.<\/p>\n
More lines<\/p>\n
Vondras said that total subscribers in the region has now
\nreached 575,000. \"Telephone density is now 2.3, up from 1.4 per
\n100 population compared to the period before ARIAWEST began
\noperating in the region.\"<\/p>\n
Because of the economic crisis, there were 1,400 telephone
\nlines cut off per month recently as customers failed to pay their
\nbills or request disconnection, he said.<\/p>\n
ARIAWEST was incorporated in October 1995. In the following
\nyear, the company took over the operation of about 400,000
\nexisting lines in West Java, with 320,000 subscribers.<\/p>\n
The company has secured loans pledged by international banks
\nfor financing the development of new telephone lines. ARIAWEST
\nhas completed a commitment to install 290,000 lines by March
\n1999.<\/p>\n
The company was originally required to install 500,000 lines
\nin West Java by the end of March 1999. Due to the crisis,
\nhowever, Telkom cut the target of new line installments to
\n290,000 in June 1998.<\/p>\n
Vondras said that ARIAWEST has installed 293,700 lines, a bit
\nmore than the obligation set by the memorandum of understanding
\n(MOU).<\/p>\n
He said that his company has invested a total of US$140
\nmillion, and the total amount of loans disbursed has reached $212
\nmillion.<\/p>\n
\"We have paid an initial investment of $30 million to Telkom
\nwhile vendor obligation is $70 million.\"<\/p>\n
Now, the project's next phase, from 1999 to 2010, will be the
\noperational phase of Telkom facilities in West Java.<\/p>\n
\"This year, we will inject $20 million, then another $100
\nmillion next year, plus we plan to inject another $750 million in
\na five-year period providing the directions from the government
\nregarding clarity and commitment on the continuation of KSO is
\nclear,\" said Vondras.<\/p>\n
He said that in running the project, ARIAWEST has always
\nfulfilled the obligation to pay Minimum Telkom Revenue (MTR) to
\nguarantee Telkom's continuous income received prior to the KSO
\nperiod.<\/p>\n
Faith<\/p>\n
Vondras said that in addition to the phone line obligation,
\nARIAWEST has completed a Universal Service Obligation by making
\navailable telephone facilities in all subdistricts, capitals and
\n54 percent of villages throughout Divre III in December 1997,
\ncompared to a government target of 50 percent by the end of March
\n1998.<\/p>\n
Anther important matter is human resources development. \"It's
\nmore difficult to change the culture of working than transferring
\nor bringing in technology. But we have to improve public services
\nby fulfilling our commitments,\" he said.<\/p>\n
To improve public services, employees should understand that
\nfulfilling commitments is necessary, Vondras said.<\/p>\n
\"For instance, if customers ask for a service on Thursday
\nmorning, it means Thursday morning, not Thursday afternoon or
\nFriday morning.\"<\/p>\n
He said ARIAWEST had also set up a program called Development
\nof Year 2000 compliant Siskamaya customer care system providing
\nsignificant enhancements to the process of customer order entry,
\nrepair management and inventory.<\/p>\n
\"Also, we have developed a Geographical Information System for
\nintegrated market and network planning using the most
\ncomprehensive digital mapping data in West Java from in-house
\nresearch,\" he said.<\/p>\n
To improve employees' knowledge and skills, there are regular
\ninternship programs held in Colorado, U.S.A.<\/p>\n
\"We are also investing time and money in our staff through the
\nhuman resources. We manage to keep training programs for
\npotential executives at approximately 10.28 training days per
\nemployee.<\/p>\n
\"More importantly, we have managed to keep all of our
\nemployees during this crisis. We cut costs by sending back many
\nexpatriates and we manage expenses very carefully.\"<\/p>\n
Recognition<\/p>\n
Vondras said that ARIAWEST had received an ISO 9002
\ncertificate for quality service in all eight district offices
\n(kandatel) and the Divre office.<\/p>\n
He said that 33 of 67 subdistrict offices had also achieved
\nworld-class standard operations and received the Pataka Abdhi
\nParipurna Nugraha Award for achieving the standard.<\/p>\n
\"These are the paths to make Telkom a world-class operator. As
\nits partner, ARIAWEST is preparing Telkom to be a commercial-
\nbased company with qualified human resources and ready to face
\nfull competition in the globalization era as well as to increase
\nits value to the shareholders.\"<\/p>\n
In addition, he said, the Cirebon Quality Control Team had
\nreceived a gold medal at the Indonesian Quality Convention in
\nNovember 1998.<\/p>\n
He said that ARIAWEST installed intranet system connecting all
\nof the operating area in West Java and its office in Jakarta.<\/p>\n
He said his company has introduced new and advanced technology
\ninto West Java, where the terrain was often unknown and harsh,
\nwhich was no simple task.<\/p>\n
He said the process required intense research, development and
\ndedication.<\/p>\n
\"ARIAWEST has introduced an HFC Cable System, which will be a
\nvaluable addition not only to the KSO scheme but to the people of
\nWest Java,\" he said.<\/p>\n
Plan<\/p>\n
Vondras said that the financial turmoil has caused many
\ncompanies to face tough times.<\/p>\n
\"We are doing financial restructuring together with our
\nlenders and vendors to restore our soundness. We are committed to
\nthe development of telecommunications in Indonesia and are trying
\nto convince the lenders in the future of Indonesia.\"<\/p>\n
This year, he said, ARIAWEST was about to restart construction
\nactivities which were expected to include 40,000 line
\ninstallations in 1999 and 100,000 more lines next year if there
\nis demand.<\/p>\n
\"We will continuously improve efficiency by consolidating and
\nconverting host switches to remote switches,\" he said, adding
\nthat other activities would include simplifying the network
\nthrough internal configuration and external interconnection.<\/p>\n
\"We will deploy fiber optic technology to support the network,
\ndigital access network technology and wireless technology and a
\nnetwork operations center.\"<\/p>\n
He added that despite the crisis, ARIAWEST were still
\ncommitted to and have fulfilled its obligations to pay MTR.<\/p>\n
In a related development, ARIAWEST also plans to serve mobile
\nphone services.<\/p>\n
\"We have secured a license to operate Personal Communications
\nSystem cellular phones in the region of West Java, including
\nBotabek (Bogor, Tangerang, Bekasi), Serang, Purwakarta and
\nCikampek. Development is scheduled for next year and launching is
\nin the following year,\" he said.<\/p>\n
As a company entrusted to operate and develop
\ntelecommunications services, ARIAWEST continues to provide the
\npeople with world-class telecommunications technology,
\ninformation system and expertise with human focus.<\/p>\n
In addition to telecommunications development, the company has
\nbeen involved in several social activities, including donations
\nto orphans and educational sponsorships.<\/p>",
"url": "https:\/\/jawawa.id\/newsitem\/ariawest-international-keeps-good-commitments-to-customers-1447893297",
"image": ""
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"sponsor": "Okusi Associates",
"sponsor_url": "https:\/\/okusiassociates.com"
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