CSC Transformation

Execution Plan
 2.2
Compliance and Risk Mitigation Plan
(For Franchise Empowered Services)
Non Biometric Activities
2.2.7 Industry Practice: Jazz
For compliance and maintain customer satisfaction through the engagement of franchise customer
services staff.

Nationwide Regional Staff HQ Staff

CSC: FSM
(Franchise Services
L4
(Performance &

10 Manager) Governance)

Nationwide
Franchises:
401 FSE
(Executive)
FSE
(Executive)
FSE
(Executive)
Executive Executive

 Every Big Region have 1 FSM

 FSE are assigned 5 to 6 franchises in their territory
2.2.7 Industry Practice: Telenor
For compliance and maintain customer satisfaction through the engagement of franchise customer
services staff.
Service Manager Department
Nationwide VP Service Manager

CSC: Field Operation Team Backend Team

0 Services Manager
Manager (4)

Nationwide Area Manager

Franchises:
347
Executive Executive
Every Region have Field Operation Team (7 Teams) Executive Executive Executive
Back team with 4 managers and their Operations staff
for monitoring; policy design and Franchise staff
trainings.
2.2.7 Mitigation Plan
For the implementation of PTA laws and regulations for non biometric activities the
Franchise Support and compliance team needs to be developed that will safeguard
CMPak from risks that may lead to potential exposure to legal penalties, financial and
material loss.

o Ensure PTA Compliance against Non Bio activities.

1 o Monitoring & control of processes against non Bio activities.
o Improve Service Level.
Compliance Team o Execution of Non Bio activities at Franchise WIC

o Maintain Stability and integrity at ground levels

o Enhance customer experience at Touch Point

Franchise Help o Efficient complaint management

Desk Team
2
2.2.8 Compliance Team Proposed Responsibilities
Main role & responsibilities of compliance team is given below:

1. Execution of Non Bio activities at Franchise WIC

2. Review attached documents as per PTA requirement for the following non bio activities
• Reclaiming Disowned Number
• Deceased Change of Ownership
• Old Age SIM Replacement
• Foreigners Change of Ownership
• Abroad Change of Ownership
• Foreigner SIM Replacement
• Amputee SIM Replacement

3. Contact and inform relevant teams in case of any missing document.

4. Inform HQ and relevant teams in case of fake documents
5. Coordinate with HQ teams for re-engineering of processes that have bottlenecks or operational hassle.
6. Revisit and review processes with HQ team periodically to ensure relevance.
7. Ensures that newly altered processes are trained at franchise staff through support of “Franchise Help Desk Team” .
2.2.8 Compliance Team Proposed Responsibilities

8. Check documents in detail and approve all request received from franchise related to non Bio activities after
validation:
• Name and Father’s Name
• Document Issuance Date and Validity
• Check Document Expiry
• Check Customer Signatures
9. Ensures strict compliance of channel policies and standard and approved processes.
10. Develops action plan to ensure proper implementation.
11. Inform relevant teams in case of non compliance
12. In case of repeated non compliance of mistakes Inform “Franchise Help Desk Team” for training needs
13. Designs communication process of compliance reporting.
14. Develop and implement accountability matrices in coordination with HQ and Regional Management.
15. Process Monitoring on ground off site checks through data analysis with regards to compliance.
2.2.9 Franchise Help Desk Team Proposed Responsibilities

Main role & responsibilities of Franchise Help Desk Team is given below:

1. Develops training programs for franchise staff to ensure optimum level of Customer Experience Management.

2. Ensure that the staff is trained for product, system, process and customer handling.

3. Follow-up with regional POCs, GMs, BDOs and franchise staff for swift complaint management.

4. Training franchise & CSC staff for first contact resolution.

5. Collecting and analyzing data on complaints resolution for region’s visibility.

6. Enforcement of SOP and policies and ensure compliance at Franchise WIC level.

7. Develops training programs for franchise staff to ensure optimum level of Customer Experience Management.

8. Training and refresher on PTA Non Bio SOP related to documentation on processing customer request.

9. Ensure Ambiance of franchises are maintained as per company policy.

2.2.9 Franchise Help Desk Team Proposed Responsibilities

10. Makes surprise visits to franchises to do spot checks with regards to compliance.

11. Franchise Audit of for policy and process compliance and suggest improvement

12. Reporting of Productivity and Progress of Franchise WIC Staff.

13. Franchise staff turnover is high so Franchise Help Desk Team will ensure new employees are trained and refreshers

are given to existing.

14. Meeting SLA of assigned reports & operational tasks.

15. Execution of franchise operations in a timely manner with optimum quality.

16. Monthly capacity building trainings.

17. Monthly Quiz and QA Visits to uplift service quality.

2.2.10 Afghan Impact
In view of the changing market dynamics this roles becomes even more pivotal.
There has been 22% increase in Afghan activation (PoR). PTA has also recently PTA Letter
allowed to issue SIM to Afghan Nationals on Passport. Traffic at the border crossing
at Chaman in Pakistan has risen four-fold PTA Notification Date: 04 Oct 2021

o Assessing and documenting compliance with PTA SOP and regulations

o Supporting the enforcement process implementation
o Monitoring compliance with policy and process document.
o Providing feedback on implementation challenges for further
improvement.
o Formulation and implementation of compliance monitoring strategies.
o Compliance inspections, evaluations, and investigations (including review 22%
of document)
7.7K 9.4K
o Data collection, review, and reporting.
Jul 21 Sep 21
o Compliance Program coordination, review, oversight, and support.
o CPBS training and Franchise support
Afghan POR 22% Surge Sep Vs July 2021
2.2.11 Proposed Structure
ZONG is the only company in this industry where no dedicated franchise service & support channel is available.
Franchise empowerment for customer facilitation may result in CMPak to be completely exposed to risk where proactive
measures are required to safeguard company interest.

Proposed Structure:
Regional CPBS Team

Franchise Help Desk

Channel Planning

Compliance Team
Marketing
2.2.11 Current Vs Proposed Structure
High Level Regional CPBS Structure

Current Hierarchy RGM

Proposed Hierarchy

Senior Manager CPBS

Regional Manager Manager Compliance

Regional Team
Manager
Franchise Help Desk
Marketing Channel Planning CSC
2.2.12 South : Dynamics and Resource Requirement

South Region is the 2nd highest contributor with 45%

(5.1K Monthly) of NWD Non Biometric Activations which

01
is further expected to increase by more than double.

Alone Karachi & Quetta Contributes to 90% of Foreign Resource Requirement

Activation of South Region with Monthly Flux. Approx. 4.5K.
Quetta 59% - Karachi 29% Franchise Help Desk: 2
02 Compliance Team: 4

Due high influx the Risk of Non Compliance is high which

requires dedicated team to streamline & run system
effectively to ensure compliance & mitigate Risk
03
2.2.13 North : Dynamics and Resource Requirement
North Region contributes to 51% (6K Monthly) of NWD Non
Biometric Activations which is further expected to increase. 5% Other
Non BVS Activities

15%
Foreign Activation
Key Considerations: 82%
0
o AJK and GB 4G Spectrum Acquisition shall result in rise in tourist preference and 1
infrastructure development will impact foreign footprint in these areas. PoR (Afghan)

o On going evacuation from Afghanistan is already causing increase in Afghan

Activation (21% Surge Sep Vs July 2021). Moreover after New Afghan Regime
and Trade opportunities between the countries shall increase resulting in more
Afghan movement 51% Contribution
o After the provisioning of Non-Bio activities via Franchise, Customers which are (6K Monthly)
distant from CSCs shall try to get entertained by their nearest Franchise (customer
centric approach) which would require robust controls.
o Resumption of international flights is expected to further increase foreign Resource Requirement
activations count in coming months.
Franchise Help Desk: 2

Compliance Team: 5
2.2.14 Central-A: Dynamics and Resource Requirement
With 80 Franchise spread across the densely populated province of Punjab that contributes to more
than 50% of NWD population franchise support & compliance team will be responsible to ensure:

Compliance & Risk Enhance customer Efficient Complaint

Uplift Ambiance Standardized Services
Mitigation experience Management

Objective: Empower and support franchise Walk-in centers to provide standardized services and
customer experience
o Process Compliance
o Risk Mitigation & Monitoring
Resource Requirement
o End to End Franchise Operations Management
Franchise Help Desk: 2
o Process Standardization
Compliance Team: 2
o Capability Development
o Complaint Management
2.2.15 Central-B : Dynamics and Resource Requirement
Central-B has 82 Franchise spread across Punjab catering to highly diversified customer demographics
and highly competitive environment where the role of franchise support & compliance team is of high
criticality

Current Challenges
o Risk Mitigation & Monitoring is a sensitive activity requiring a dedicated team of expert staff,
current workload of channel planning will not ensure to safeguard risks where a proactive approach
is required.
o CPBS does not have a formal structure of franchise capability enhancement team.
o High franchise staff turnover results in difficulty to maintain CXM (Customer Experience
Management) & PTA/regulatory compliance which further exposes to risk.
o There is currently no feet on grounds with regards to Spot Checks and Mystery Shopping
o Non compliance will result in operational hassle and delays which may impact customer
Resource Requirement
experience.
Franchise Help Desk: 1
Future Challenges
o Increased walk-in of franchises, redirected from CSCs will have serious exposure of Compliance Team: 1
compliance and possible lapses.
o Increased need of formal franchise staff trainings and capability enhancement
o Increased need for proactive measures for Risk mitigation, through document audits
and process compliance which can only be possible through dedicated team.
2.2.16 Resource Requirement: Summary
The role of Franchise help desk and compliance team is of great significance. As a proactive
approach to ensure all risk are mitigated; monitoring and controls are in place while customer
experience improved; the below mentioned staff is primary required within CPBS teams

Franchise Help Compliance

Region Desk Team
North 2 5
Central-A 2 2
Central-B 1 1
South 2 4
HQ 1
Total 7 13

Total Resource requirement : 20

Both franchise help desk and Compliance teams will look after onsite and offsite monitoring and ensure that controls
are 100% implemented and followed at all times.
2.2.17 Rationalized CSCs Resource Status
Current resource status against the CSCs highlighted for rationalization.

Permanent Resources Permanent Contractual Contractual

CSC Name
Existing Adjusted Resources Existing Adjusted
Total 11 1 34 8

CSC Name Permanent Resources Permanent Contractual Contractual

Existing Adjusted Resources Existing Adjusted
RM CSC (Central-A & South) 2 0 0 0
AM CSC North 1 ( Resigned ) 0 0 0
CSC Abbottabad 0 0 2 0
CSC Mardan 0 0 2 0
CSC Lahore (Liberty) 0 1 0 5
CSC Gujranwala 1 0 5 1
CSC Sialkot 1 0 2 0
CSC Gujrat 1 0 3 0
CSC Sahiwal 0 0 3 0
CCS Clifton 1 0 5 0
CSC Quetta 1 0 5 0
CSC Sukkur 1 0 3 0
CSC Multan 1 0 2 2
CSC Sargodha 1 0 2 0
Total 11 1 34 8
Thank You