ARIAWEST International keeps good commitments to customers
ARIAWEST International keeps good commitments to customers
A good relationship between a telecommunications operator and
its customers is essential. In this era of globalization, this
relationship is going to need to improve.
It has been three years already since PT ARIAWEST International
operates a telecommunications network in West Java, making
telephony services in the area easier served by more skilled
human resources.
People may have been unaware that telecommunications services
in the region are now under ARIAWEST management, which presently
manages more lines with improved services.
Company president John G. Vondras said that West Java's
successful call ratio has increased to 70 percent for local calls
and 58 percent for long-distance calls from 40 percent.
"We are committed to optimizing telecommunications services
with the right technology and capability of being flexible,
simple and cost effective to meet and face the trend of market
demand with customer focus," Vondras said.
He said that customer satisfaction was always a top priority.
"Therefore, we must always pay attention to any complaint,
even though sometimes problems are caused by the users," Vondras
said, adding that punctuality to serve customers was also
important.
ARIAWEST is a partner of the state PT Telkom for a 15-year
telecommunications project in West Java -- Divre III -- which is
being carried out on a joint-operation (KSO) basis. There are
four other companies working to install telephone and operate
lines along with existing lines in the country's remaining areas.
ARIAWEST works across eight districts, comprising Bandung,
Cirebon, Tasikmalaya, Sukabumi, Cianjur, Garut, Subang and
Rangkasbitung.
ARIAWEST is jointly owned by PT Artimas Kencana Murni of
Indonesia, MediaOne International of the U.S. and the Asian
Infrastructure Fund (AIF) of Hong Kong.
Artimas is a local company experienced in telecommunications
and other business. AIF is a strong financial investor sponsored
by leading financial institutes, including the World Bank and
Frank Russel Capital of the U.S.
MediaOne International, formerly known as USWest
International, is the international arm of the publicly listed
MediaOne Group, the largest broadband communications company. The
company brings the power of broadband and the Internet to more
than seven million users in the U.S., Europe and Asia. MediaOne
also has interests in some of the fastest growing telephone and
wireless communications businesses outside the U.S., serving more
than five million customers.
More lines
Vondras said that total subscribers in the region has now
reached 575,000. "Telephone density is now 2.3, up from 1.4 per
100 population compared to the period before ARIAWEST began
operating in the region."
Because of the economic crisis, there were 1,400 telephone
lines cut off per month recently as customers failed to pay their
bills or request disconnection, he said.
ARIAWEST was incorporated in October 1995. In the following
year, the company took over the operation of about 400,000
existing lines in West Java, with 320,000 subscribers.
The company has secured loans pledged by international banks
for financing the development of new telephone lines. ARIAWEST
has completed a commitment to install 290,000 lines by March
1999.
The company was originally required to install 500,000 lines
in West Java by the end of March 1999. Due to the crisis,
however, Telkom cut the target of new line installments to
290,000 in June 1998.
Vondras said that ARIAWEST has installed 293,700 lines, a bit
more than the obligation set by the memorandum of understanding
(MOU).
He said that his company has invested a total of US$140
million, and the total amount of loans disbursed has reached $212
million.
"We have paid an initial investment of $30 million to Telkom
while vendor obligation is $70 million."
Now, the project's next phase, from 1999 to 2010, will be the
operational phase of Telkom facilities in West Java.
"This year, we will inject $20 million, then another $100
million next year, plus we plan to inject another $750 million in
a five-year period providing the directions from the government
regarding clarity and commitment on the continuation of KSO is
clear," said Vondras.
He said that in running the project, ARIAWEST has always
fulfilled the obligation to pay Minimum Telkom Revenue (MTR) to
guarantee Telkom's continuous income received prior to the KSO
period.
Faith
Vondras said that in addition to the phone line obligation,
ARIAWEST has completed a Universal Service Obligation by making
available telephone facilities in all subdistricts, capitals and
54 percent of villages throughout Divre III in December 1997,
compared to a government target of 50 percent by the end of March
1998.
Anther important matter is human resources development. "It's
more difficult to change the culture of working than transferring
or bringing in technology. But we have to improve public services
by fulfilling our commitments," he said.
To improve public services, employees should understand that
fulfilling commitments is necessary, Vondras said.
"For instance, if customers ask for a service on Thursday
morning, it means Thursday morning, not Thursday afternoon or
Friday morning."
He said ARIAWEST had also set up a program called Development
of Year 2000 compliant Siskamaya customer care system providing
significant enhancements to the process of customer order entry,
repair management and inventory.
"Also, we have developed a Geographical Information System for
integrated market and network planning using the most
comprehensive digital mapping data in West Java from in-house
research," he said.
To improve employees' knowledge and skills, there are regular
internship programs held in Colorado, U.S.A.
"We are also investing time and money in our staff through the
human resources. We manage to keep training programs for
potential executives at approximately 10.28 training days per
employee.
"More importantly, we have managed to keep all of our
employees during this crisis. We cut costs by sending back many
expatriates and we manage expenses very carefully."
Recognition
Vondras said that ARIAWEST had received an ISO 9002
certificate for quality service in all eight district offices
(kandatel) and the Divre office.
He said that 33 of 67 subdistrict offices had also achieved
world-class standard operations and received the Pataka Abdhi
Paripurna Nugraha Award for achieving the standard.
"These are the paths to make Telkom a world-class operator. As
its partner, ARIAWEST is preparing Telkom to be a commercial-
based company with qualified human resources and ready to face
full competition in the globalization era as well as to increase
its value to the shareholders."
In addition, he said, the Cirebon Quality Control Team had
received a gold medal at the Indonesian Quality Convention in
November 1998.
He said that ARIAWEST installed intranet system connecting all
of the operating area in West Java and its office in Jakarta.
He said his company has introduced new and advanced technology
into West Java, where the terrain was often unknown and harsh,
which was no simple task.
He said the process required intense research, development and
dedication.
"ARIAWEST has introduced an HFC Cable System, which will be a
valuable addition not only to the KSO scheme but to the people of
West Java," he said.
Plan
Vondras said that the financial turmoil has caused many
companies to face tough times.
"We are doing financial restructuring together with our
lenders and vendors to restore our soundness. We are committed to
the development of telecommunications in Indonesia and are trying
to convince the lenders in the future of Indonesia."
This year, he said, ARIAWEST was about to restart construction
activities which were expected to include 40,000 line
installations in 1999 and 100,000 more lines next year if there
is demand.
"We will continuously improve efficiency by consolidating and
converting host switches to remote switches," he said, adding
that other activities would include simplifying the network
through internal configuration and external interconnection.
"We will deploy fiber optic technology to support the network,
digital access network technology and wireless technology and a
network operations center."
He added that despite the crisis, ARIAWEST were still
committed to and have fulfilled its obligations to pay MTR.
In a related development, ARIAWEST also plans to serve mobile
phone services.
"We have secured a license to operate Personal Communications
System cellular phones in the region of West Java, including
Botabek (Bogor, Tangerang, Bekasi), Serang, Purwakarta and
Cikampek. Development is scheduled for next year and launching is
in the following year," he said.
As a company entrusted to operate and develop
telecommunications services, ARIAWEST continues to provide the
people with world-class telecommunications technology,
information system and expertise with human focus.
In addition to telecommunications development, the company has
been involved in several social activities, including donations
to orphans and educational sponsorships.