07 Business Reviews FY15 0.Pdf
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BUSINESS REVIEW MARKET The volume and variety of data carried Telcos are competing for customers with TRENDS through telcos’ networks continue to better coverage, faster internet speeds and grow rapidly. improved services. Much investment is necessary to maximise customer experience. Customers are consuming and co-creating Only telcos with sustainable pricing models an increasing amount of information, photos and diff erentiated services will be able to and videos on the internet. Emerging trends continually make these investments. – such as connected appliances, big data and cloud computing – will fuel demand for data services across both fi xed-line and mobile platforms. STRATEGIC To capture the growing data demand, Group In India, Airtel secured precious wireless PRIORITIES Consumer is focused on delivering the best spectrum for more than 290 billion Indian customer experience with faster speeds, Rupees, or more than S$6 billion. Our greater coverage, and innovative and useful associates in other markets have similarly products. We are also committed to help our made signifi cant investments in their regional mobile associates build necessary networks and spectrum. data-centric capabilities and create better data products and operating models. We will continually review our business models and pricing structures to ensure In FY 2015, we invested more than fair returns for our investments. S$3 billion in network infrastructure and spectrum across Singapore and Australia. OUR ASSETS/ As a group, we serve over 550 million We have strong positions in our markets. STRENGTHS mobile customers in Asia, Australia and Africa, encompassing developed and In Singapore, Singtel is the market leader emerging markets. This creates benefi ts in mobile and consumer home services, in several ways: which are delivered over modern networks SINGAPORE TELECOMMUNICATIONS and with creatively bundled content and • Scale benefi ts: We enjoy economies price plans. of scale in areas such as procurement, technology deployment and marketing, In Australia, Optus is the second-largest as business partners work with us as a telecommunications group with a strong collective group. brand that stands for great customer experience, simple products and a fast, • Shortened learning curve: As individual reliable network. companies go through diff erent stages LIMITED of market development, we gain Our regional mobile associates are leading experiences that could be useful for mobile operators in Thailand (AIS), India other companies in the Group. By sharing (Airtel) and Indonesia (Telkomsel), and 2015 REPORT ANNUAL our knowledge and insights, we help number two in the Philippines (Globe). one another shorten the learning curve, Through Airtel, we also have a presence navigate common challenges and be in 17 African countries. Our associates more eff ective against competition. have been actively upgrading their mobile networks and are poised to capture the growth in mobile data services. 17 Group Consumer Singapore Singtel maintained its strong Development Authority (IDA) leadership position in the Singapore reports, we have the most complete telco market in FY 2015. It served 4G coverage in the country (2). 4.1 million mobile customers (1), 4.1m 588,000 fi xed-line broadband We have a history of pushing the customers (1) and 423,000 pay TV boundaries in telecommunications, MOBILE CUSTOMERS (1) customers as at 31 March 2015. and are committed to deliver better network and technologies, innovative We are well-placed to build on products and outstanding customer our leadership in an evolving and experiences to our customers. increasingly competitive market where consumers: DELIVERING A BETTER NETWORK 588,000 Our market-leading network • continue to embrace over-the-top underpins our products, services and FIXED-LINE BROADBAND (OTT) communications and video innovations, so we continued to drive CUSTOMERS (1) services, infrastructure upgrades to improve the coverage, reliability and speed of our • increasingly turn to mobile apps network in FY 2015. Customers expect to take care of everyday needs uninterrupted coverage – whether and simplify their lives, and indoors, outdoors or commuting – and quality performance to enjoy 423,000 • demand always-on and seamless videos, games and other high- PAY TV connections to the internet bandwidth applications. CUSTOMERS wherever they are – at home, at work and on the move. In FY 2014, Singtel became the fi rst telco to launch a nationwide These behaviours and expectations dual-band 150Mbps 4G service. have driven rapid growth in mobile We raised the bar again in FY 2015, data services and customers’ need becoming the fi rst telco in the for faster internet speeds at home. region to introduce a 300Mbps Our customers have been actively 4G service. Powered by state-of- migrating to fi bre broadband services the-art Long-Term Evolution (LTE) and almost three-quarters of them Advanced technology, our 300Mbps have already made the transition. service delivers an unrivalled Notes: (1) These figures include both experience for consumers as they enterprise and consumer Singtel has the fastest and most access rich multimedia content and customers. (2) IDA survey on nationwide extensive network in Singapore. communications on the move. 4G outdoor service According to the Infocomm coverage, Jan - Mar 2015. 18 BUSINESS REVIEW CASE STUDY: COMBO PLANS OFFER THE BEST OF 4G AND WIFI Singtel is always looking for new ways to unlock more value for our customers, which is why we launched our Combo plans in FY 2015. These mobile plans fully integrate our 3G and 4G services with our new high-speed WiFi network, which is being rolled out in high-traffi c locations such as shopping malls and To enable customers to take advantage underground MRT stations. of these increasing speeds, we also launched relevant services such as the Our Combo plans are diff erentiated from competitors’, world’s fi rst commercial full-featured underpinned by complementary mobile and WiFi Voice over LTE (VoLTE) service, in networks, to provide substantial capacity in congestion- collaboration with Samsung and prone locations. Our Singtel WiFi network also delivers Ericsson. With our 4G ClearVoice premium performance, off ering up to fi ve times the service, calls are connected up to speed of public WiFi services. fi ve times faster than conventional mobile calls. The voice quality is also Combo plan customers enjoy a seamless mobile signifi cantly better, with richer and experience, as their handsets automatically switch more accurate sound, and noticeably between the Singtel 3G, 4G and WiFi networks reduced background noise. without a manual password login. To meet consumers’ growing appetite for data, Combo plans include BUILDING THE NETWORK unlimited WiFi for a limited time in addition to their 4G OF THE FUTURE data allowance. In-building and hard-to-reach areas, such as Mass Rapid Transit (MRT) We are expanding our WiFi network, having already tunnels, often present coverage deployed over 400 hotspots as at 31 March 2015. issues for mobile operators. We The combo plans have attracted more than 400,000 have enhanced 4G coverage in all customers and the majority of them are already using underground MRT tunnels and stations the WiFi service. to off er customers a seamless surfi ng experience. SINGAPORE TELECOMMUNICATIONS SINGAPORE TELECOMMUNICATIONS To meet the increased demand for data-heavy applications, we enhanced our mobile data off erings with complementary WiFi data usage on Singtel’s premium high-speed WiFi network. Customers who sign up for our new Combo mobile plans receive LIMITED extra data allowance on our WiFi network, which is fi ve times faster than the speed of public WiFi and is available 2015 REPORT ANNUAL at crowded locations such as shopping malls and MRT platforms. Singtel WiFi is currently available in 20 MRT platforms and this number will continue to grow in the coming months. 19 Group Consumer Singapore In pursuit of even faster speeds, we CREATING INNOVATIVE CUSTOMER have also started our rollout of EXPERIENCES Tri-band Carrier Aggregation, a We diff erentiate ourselves from technology that combines bandwidth competitors with innovative services from three of Singtel’s spectrum bands and outstanding customer experiences. to improve download speeds and We upgraded the My Singtel app to improve the quality of video streaming. allow customers to easily perform functions such as topping up their Finally, we moved a step closer to prepaid cards and paying bills. making 5G a reality, with the promise of advanced applications such as Our online virtual agent, “Shirley”, multi-person video calls. As a member was introduced to answer common of the global Next Generation Mobile queries, providing customers with Network (NGMN) Alliance, Singtel a fast and convenient alternative contributed to the recently published to calling our hotlines. Since its NGMN 5G white paper, which defi nes introduction in November 2014, operator requirements ahead of 5G’s “Shirley” has replied to more than anticipated release in 2020. a quarter million questions from customers, with an accuracy rate We launched a 5G Joint Innovation of more than 85%. Programme with Huawei to conduct research into next-generation mobile We launched a new brand promise broadband technologies, and signed in January 2015, reiterating our a memorandum of understanding commitment to improve customer with Ericsson to study the future of 5G experience. As part of this promise, networks and its applications for both we introduced a series of service consumers and enterprises. improvements. Customers can book their preferred appointment times with Singtel and Ericsson are also Singtel shops via our website and partnering for Singapore’s fi rst WiFi My Singtel app. They can also schedule calling trial this year. This technology a call-back at a convenient time from will allow our customers to make Singtel customer care representatives, and receive calls via their home or eliminating wait times and avoiding public WiFi networks, eff ectively missed calls. Customers with service extending the coverage of Singtel’s appointments at home or at the offi ce mobile services.