Closing the Gap of Internet Availability in Rural Areas

To ensure penetration of internet in rural areas, Triple E supports Teleglobal in providing internet satellite services to underserved regions of Indonesia.

• Reliable internet connectivity is a vital infrastructure for public facilities located in rural areas – including schools, hospitals, and government buildings.
• This collaboration led to significantly improved network availability in rural areas, with unprecedented outcomes.

Maintaining network availability in underdeveloped and remote regions of Indonesia has been a major challenge. This issue is primarily due to issues with accessibility, distance, technical competence, and supporting infrastructure such as electricity.

Addressing the challenge of serving rural areas with those barriers means we need to find a solution that not only increases network availability but also ensures the proper management of how we would maintain this availability consistently from time to time.

To tackle this situation, we believe that the key lies in operational excellence. This involves empowering our talented individuals, enhancing our business processes, and leveraging technology to find effective solutions. With Triple-E's Managed Operation Services, we offer four fundamental values:

1. Customer-Centric Vision: Focus on Our Customer’s Customer

We don’t believe that there are one-size-fits-all solutions to any challenges. But at Triple-E, our clients' problems become ours; our vision is aligned with Teleglobal’s from the very beginning, and we ensure that our team’s key performance indicators (KPIs) are embedded and aligned with that vision. For us, success goes beyond achieving the target Service Level Agreement (SLA) availability. Hence, our people are continuously improving our services to contribute to closing the nation’s digital divide.

2. Hands-on Approach: Intensive Monitoring

While resolving trouble tickets is a task commonly done by technicians, with the additional barriers in place in rural areas, we adopted a hands-on approach to ensure uninterrupted internet connectivity. This was done through close coordination with the Teleglobal Field Operation Center, and micro monitoring techniques such as technician clustering and spare part dimensioning. By proactively adjusting our approach based on trouble ticket trends, we are able to get to the root causes of trouble tickets, address them following standard operating procedures, and promptly resolve the tickets.

3. Data-Driven: Spotting and Resolving Issues in Real Time

Through utilizing Teleglobal’s Digital Platform (TOS) and Triple-E’s Artificial Watson 2.0, we gained access to robust real-time data on various aspects including trouble ticket handling, team performance, spare part management, and cost-expense alignment. This allowed our team to spot problems quickly, provide fast and efficient solutions for Teleglobal, minimizing downtimes and maximizing network availability.

4. Innovative Solutions: Powering Connectivity with Solar Panels

Risks of power issues in underserved regions are one of the most common problems faced by CSPs. To mitigate this risk, we invested in solar panels at 33 worst performance sites that often have issues with broken electricity generators – which is the most significant root problems for poor service availability. These solar panels provide a green, sustainable and reliable source of power, reducing dependency on traditional energy sources and on technicians to continuously fill in fuels for generators – a much more efficient and low-cost solution.

Troubleshooting 2.5x More Issues, At a Substantially Faster Rate

In 2023, our team resolved 158 tickets per month on average, compared to 57 in 2022. While more issues were being tackled each month, the time it took to handle them became more efficient, Mean Time To Resolve (MTTR) issues dropped by 83% from an average of 57 days in 2022 to just 10 days in 2023.