Greg McCall, BT’s new Chief Networks Officer, talked to FutureNet World about the opportunities and challenges of his role.

On 1 November 2022, Greg McCall became BT’s Chief Networks Officer, heading up Network Services, a newly created organisation which brings together the design, delivery, and operations teams across Networks. The organisation comprises almost 6,500 colleagues globally with teams leading in areas such as Private Cloud, Mobile and Network Applications and Services.

Please could you explain the rationale for the creation of this organisation?

It’s first worth noting that the creation of our Network Services unit is part of a wider change which rebalances the networks and security elements across the entirety of BT Networks – with the aim of both simplifying our organisation and ensuring security is at the top of our agenda. Specifically on the creation of Networks Services, bringing our core Networks teams closer together is helping us to simplify operations, create clearer accountabilities across teams, and ultimately deliver better services to our customers. At a time when the demand for connectivity is rising, we think these changes will not only better equip us to manage the technological challenges that this presents, but also to better maximise its opportunities.

Is the reorganisation also due to the way operations need to change to support autonomous (zero-touch) networks and the proliferation of DevOps practices like CI/CD/CT which sort of collapses the old model into many, much smaller stages?

Our cloud-native transformation is something we’ve spoken about a lot over the past year or two as an integral part of our network modernisation efforts. Much of this work has been successfully completed – for example our new 5G core is live with over 10 million customers already transitioned onto it – so the reorganisation isn’t directly related to this. We do though expect those benefits around simplification of processes and closer integration of teams to greatly benefit areas such as DevOps, where our cloud-native approach does of course focus on smaller, more frequent upgrades across what is a more intelligent network.

The same is true when it comes to automation, which is important across all areas of BT Networks, whether it’s through enabling us to upgrade and enhance our networks in a faster and more efficient manner or monitoring and identifying issues within the context of operational resilience.

How does the change in operations and the prevalence of network automation play into your wider cloud migrations and the shift to cloud-native techs? How much is this intertwined with/dependent on the progress of 5G SA deployment?

Everything is very much connected in this respect. We’re making great progress on our journey towards building the UK’s best converged network infrastructure, and both edge compute and network cloud are integral to achieving this, not least by enabling enhanced network capabilities including automation.

Everything is then underpinned by our new cloud-native 5G core, which is an essential platform for the deployment of nationwide 5G SA services in the future. Ultimately the combination of a cloud-native converged network powering 5G SA will enable us to offer exactly the type of capabilities and services our customers need, both now and into the future. While right now the 5G services ecosystem is still in its infancy, as network quality and accessibility improve with the arrival of SA, so too will innovation and the services landscape.

What do you see as the main drivers for automation now and going forward? For example, the provisioning of private networks through slicing, being able to offer companies connectivity with a specific set of parameters to match particular applications and workloads?

Having automation built into our cloud-native core allows us to quickly and easily optimise the platform to support 5G SA and the new services that we see this enabling. Network slicing is certainly one such application that we’re exploring, in which automating complex network functions creates the potential to unlock a range of emerging enterprise technologies which require the ultra-low latency of 5G SA – including IoT and edge devices.

Through our 5G core we’ve also created a platform for network exposure, and we envisage that this too will help drive automation in the future, bringing our partners into the delivery process by giving them the ability to develop their own products using our network.

What do you see as your long-term goal – let’s say to 2030 because goals will always change as tech and the market evolve? What major initiatives do you need to put in place or to take to achieve those goals?

We have set a number of ambitious goals that we want to achieve in the coming years. Perhaps the one most relevant to what we’re discussing today is our ambition to deliver high performance 5G solutions across the entirety of the UK by 2028, supported by a unique, fully converged smart infrastructure. We’ve invested heavily in our network and worked tremendously hard to ensure we’re well on track to meet this goal.

Last month we announced the arrival of EE 5G to almost 500 smaller communities across the UK, ranging from smaller market towns and villages through to seasonal rural hotspots and some of our national parks – meaning the service is now available to customers in over 1,000 UK cities, towns and villages. We’re also supporting this goal through continued innovation, aimed at improving the reach, resilience and energy efficiency of our networks. For example, our Low Earth Orbit (LEO) and stratospheric partnerships with OneWeb and SPL respectively are vitally important in paving the way for connecting ultra-remote communities, emergency responders and disaster recovery units.

Our 5G network already covers over 60% of the UK population, having last year hit the 50% mark one full year ahead of schedule. So, it’s not about implementing major new initiatives, but rather striving to maintain our network leadership through ongoing investment and innovation, which will enable us to realise this and other ambitions.

How will relationships with hyperscalers help you meet those goals?

Our relationships with hyperscalers are always going to be important in enabling us to achieve our goals and ultimately deliver the best services to our customers. We already work closely with partners like Amazon, Google and Microsoft, and – given the fast-paced and ever-evolving nature of the industry we work within – we’re continuously exploring the potential of how and where their cloud technologies can further support our networks infrastructure.

How can you prepare for automation at the edge, given that exactly where and what the edge is still evolving?

One of the most important reasons behind us wanting to become cloud native was that it enables us to bring 5G to the edge as we roll out new services. As such, we’ve invested heavily in building a converged cloud architecture, supported by automation, that we know can support services at the edge of the network, delivering the reliability, latency and scalability needed via an always-on connection.

We talked about the 5G services ecosystem being in its infancy, but there are early-adopter examples, particularly in an enterprise private networks capacity, which demonstrate its potential. Whether that is in allowing organisations to maximise edge computing devices such as sensors and remote devices, or opening up the practical use of digital twins by providing a route for faster and cheaper testing and remote collaboration on complex, expensive or mission-critical equipment – we know the capability is there, but what’s also crucial is that we’ve created an infrastructure with the built-in scalability and reliability to support the widespread adoption of such technologies.

Laurent Leboucher talks to Contributing Editor Annie Turner about automation’s pivotal role in network evolution and service innovation

Laurent Leboucher is Group CTO at Orange and leads Orange Innovation Networks.  Automation has existed for many years as a way to simplify human operations and this is particularly true over the last few years as telecoms networks have become increasingly complex.

More recently, “with our data and AI experts, we have worked to optimise, automate and avoid many repetitive technical tasks with different use cases,” Leboucher says. He cites using machine learning to track and fix faults in voice over IMS and LTE as a favourite example. Problems can occur on the transport side, in the core or the RAN and it used to take five to six hours, on average, to identify the root cause, and when it’s in the RAN, find the exact radio site. Applying machine learning to data drawn from across the network has reduced this to minutes, and some of them can be fixed automatically.

“This is extremely powerful, and gives us good hope to extend these techniques to many other use cases. Our ‘AI empowered network’ programme’s main goal is to reap the benefits of using network data to become much more predictive,” he explains. “Even if we are not completely predictive, we can be much smarter in the way we seek out root causes from all the alarms”.

“We want to move to a smart network operating centre that needs no lighting as it doesn’t need people to watch alarms that are handled in automation. We need smart people to handle complex cases who can focus on the issues that need to be solved. Our new job is to design how to automate the resolution.”

Leboucher continues, “Around operations, we have made significant efforts in the past few years sharing NOC – network operating centre facilities both in Europe and Africa. t’s not just a question of monitoring from a central place but how we interface central monitoring and the field operations within the different countries, allowing them to become more efficient.”

Different as well as better

Moving network functions, network services and workloads to the cloud is another critical evolutionary step for networks, and an industry-wide phenomenon, Leboucher says: “This is extremely important and not just about disaggregation; it’s how we move to a new industrial model. We need to apply DevSecOps to network workloads, to make savings and gain the agility to provide new kinds of network services, in particular for Network-as-a-Service (NaaS), mobile private networks and slicing.

Leboucher considers NaaS first for “fixed global connectivity for companies across the world. We have a large international backbone that we continue to invest in, transforming it step by step into a very powerful platform. This will allow us to provide customers with network on-demand connectivity – including Ethernet, MPLS and SD-WAN – and combine it with additional functions like cloud connectivity and security including SASE [secure access service edge]. We can also extend it to IoT and other added value functions.

“We strongly believe that this is a very important enabler for revenue growth and we need agility to bring in new partners and to enable customers to use digitally this network capability. That’s one part.”

The other part is deploying mobile networks’ new capabilities on demand, such as network slicing within country markets. The slices will be delivered for private mobile networks, “at large scale and in significant numbers, on the same infrastructure.” he says.

“We are working on the deployment of 5G Standalone in all European countries; the first will go live very soon. We need to automate the lifecycle of network functions, to have the same practices on the network side as we use for digital IT. We need vendors to be part of the same pipeline.”

One homogenous pipeline

Orange aims to automate all the downstream activities via the CI/CD pipeline, including security requirements which “we need to fulfil across the whole chain. This means there is a considerable impact on processes and people: it’s not something we will manage in a few weeks,” Leboucher acknowledges.

To help with this important transition, Orange has applied TM Forum’s autonomous network maturity model in several countries.. “It was extremely useful and produced a lot of information, so we want to extend it and use it as a way to monitor progress of that transformation,” he says.

Leboucher continues, “Our long-term vision is a homogenous telco cloud but today that is not yet the case.” The main issue is some vendors insist on vertical mode operations, delivering workloads into their established distinct cloud infrastructures, even when there are several from the same vendor, they do this for each function, resulting in too many clouds operating side by side. He believes network vendors cannot stay in this vertical mode in the long run because it creates friction and slows down the end-to-end GitOps pipeline. “The telco cloud needs to be shared for all functions in the same network service,” he says, “and there are two ways of doing that.”

“One way is to work with hyperscalers, which will become even more relevant to the market for some use cases especially when national sovereignty is not required. The other way is for operators to come up with a common reference implementation and this is what we do with the Linux Foundation Europe through Project Sylva.”

The project was launched in November 2022: Deutsche Telekom, Ericsson, Nokia, Orange, Telecom Italia, Telefonica and Vodafone are to create an open source, cloud-based, software framework to lessen infrastructure fragmentation in Europe. Leboucher notes, “We are bringing as many operators and vendors [as we can] to join this initiative because we don’t only want to rely only on hyperscalers; we want to keep the choice and the capacity to do it ourselves.”

For some B2B use cases, Orange may work with hyperscalers to deliver connectivity plus IT functions, “but we need clear accountabilities,” Leboucher says. “We want to keep our core business as an integrator and operator of networks”.

Getting GitOps

Orange also wants to apply GitOps to “the distributed telco cloud, the infrastructure itself and, importantly, the workload to move to something much more intent driven,” he explains. “The beauty of GitOps and the Kubernetes style is defining what you need in a declarative way then the underlying mechanism automates everything by reconciliation with the desired state.”

Kubernetes’ original use was to containerise resources like CPU and storage, so work is needed to expand the model to network resources and apply it in a more holistic way. Linux Foundation’s Nephio project, announced in April 2022, is working on this with Google Cloud and Orange is fully involved.

Leboucher states, “Currently we are focused on how to containerise network functions; moving to cloud network functions, CNFs, is becoming a reality. The new network functions, mostly for the core, are made with containers. It’s not yet completely cloud native, but going in that direction and getting much better than a few years ago. We are really optimistic. Next, to get all the benefits, we need to implement the full end-to-end GitOps pipeline. If we learnt that DevOps was the operating model of the Cloud, GitOps will be the one of “cloud native” connecting Day0 to Day2, shifting from CI/CD (Continuous Integration / Continuous Deployment) to CI/CD/CO (Continuous Integration/Continuous Deployment / Continuous Operation). Having this in mind in terms of coverage, applied to network applications, infrastructures, security or even energy consumption, and including the native resiliency and auto/self-healing of the kubernetes platform, will lead to new operating ways and models that will make us more productive and competitive.”

Network Integration factories

Orange is creating network integration factories to onboard each function individually then orchestrate the full network service, integrating from end-to-end then automating all integrations so that every time there is an update – maybe something that needs a security patch for instance – the process is automated and can be deployed in minutes.

Leboucher continues, “We start with network services which can get immediate agility benefits from becoming truly cloud native and network functions not too complex to begin with: typically routing and switching functions on the backbone, overlay functions such as SD-WAN, signalling, IMS, EPC and extending progressively to new 5G core. They must be virtualised or preferably containerised but also become part of a completely automated delivery process via the CI/CD pipeline. We will extend it later to RAN and fixed access network.”

Open RAN, cloud RAN

How does Open RAN fit into this? Leboucher says, “We expect to move in this direction with Open RAN, which includes cloud RAN, but that will take more time. We will start small scale very soon then introduce it more globally. In the end, the pipeline will include network services with core functions and access functions, at the same time, in the same pipeline.

“With Open RAN you have to integrate components from several vendors We are on a learning curve in an industry today which is going pretty fast. We’ll be showing some concrete developments very, very soon.”

Orange will initially deploy Open RAN commercially in Europe at small scale to understand how the model compares with the traditional one. “Then we will increase automation and extend it to more complex sites with massive MIMO.” Leboucher says.

The cloud element of Open RAN is just one other step in the automation journey: “We will also use the RIC, the radio intelligent controller, for automation benefits,” he adds. “Just think of it as the new way to do C-SON [centralised self-organising networks] closer to real time, in less than a second for very innovative use cases”. Orange launched C-SON in more than 20 countries several years ago, automating radio configuration via a 30mn closed loop.

Enrique Blanco talks to Contributing Editor Annie Turner about being close to completing the foundations for NaaS and the massive implications of what it will bring.

As Global CTIO for Telefónica, Enrique Blanco is one of the best known faces in telecommunications. He has had a long, illustrious career so far, and shows no sign of running out of enthusiasm or ambition for his role or the future of the telecoms industry.

We start by referring to a three-year network automation programme focused on legacy operations, which put in place in mid-2020 and described in a FutureNet World interview with Juan Manuel Caro Bernat from early 2021.

So, has the programme gone to plan or gone awry? “Better than even we thought it would,” Blanco says without hesitation. “Now 95% of all tickets are fully automated. It is a very similar [situation] in all big operators – we cannot survive without this kind of automation.”

Only one out of every five of the remainder requires analysis by equipment providers or software experts working under maintenance contracts. The rest are dealt with by staff at level one or two. Blanco explains, “The tools that helped us achieve this almost full automation are built with parts from the OSS and newer tools.”

Programmable access

“Now we are building a new paradigm and a new subset of tools to help us fully automate the software solutions previously done by the traditional monolithic approach,” he continues. “We have moved away from monolithic platforms for functions like PCRF [policy and charging rules function] and billing but the original tools for managing the platforms were not designed to work in a softwarised environment.”

Open RAN is front and central in this evolution. “We are testing up to 20 base stations in Germany but will soon be scaling this up rapidly. The new generation of tools enables the new software layer to break down siloes and generate data lakes to which AI and machine learning are applied to build use cases. “We’re progressing quite well, using CI/CD/CT [ methodologies] and so on,” he says.

Telefónica is taking the same approach to “open” broadband. There are only three big GPON providers in the world and the operator works with two of them, Nokia and Huawei. Blanco explains, “We want to create pure laser capabilities – similar to the radio within Open RAN – so FTTH’s intelligence is provided by the OLT [optical line terminator] and we can manage millions of FTTH customers because the multi-laser capabilities are controlled by a server in central offices.”

Telefónica España manages a very small percentage of its FTTH customers this way, but Blanco explains, “We started with the optics and are progressing very fast with broadband and the OLTs, but just implementing it in Open RAN. Why is Open RAN slower? In FTTH, the equivalent of the antennas is the customer premises equipment which we control. In Open RAN, you must evolve the antennas which is a different beast.”

Failure is not an option

Automation in the access networks must be matched in the backbone: 5G and FTTH are sending traffic to the transport network that is growing at 55% or 60% year on year. “We need a bold answer to how we manage and evolve the backbone”, Blanco says, which is to translate traffic into IP, disaggregate it from the optic infrastructure and add a layer of software-defined networking [SDN] which feeds actionable data into data lakes for analysis the application of AI, from which to build automation use cases.

This is critical: “If I fail in the access [network], it impacts maybe 20, 30 or 50 base stations. If I fail in the backbone, I collapse the network. Failure is not an option. This is why the first software we built was for the backbone. Once we had it, we moved to the server layer I mentioned already, which must be managed and guarantee full automation”.

Network-as-a-Service is the key

These many strands of automation and intelligence in the network will together form the foundations for the most radical change of all – Network-as-a-Service (NaaS). Blanco points out that in a way nothing has changed in planning, provisioning and delivering telecoms networks and services in the 40 years he’s worked in the industry. Networks and services have always been built on the principle of best effort via shared assets, guided by statistics and averages.

“With 5G Standalone and the network structure functionality that we designed eight years ago, we can reserve capabilities in the network to give customers what they ask for – guaranteed quality on demand, whether they’re going from Madrid to Barcelona or through London to Paris,” he says.

For instance, a customer could ask for 30 or 50 Mbps with a latency of 30ms, for the next three or four hours, even if they will be moving from antenna to antenna while travelling on a train. To achieve this, “Means that we need to learn in a different way – we need algorithms to help us define the network… and help us at every moment,” he explains.

“It is a new paradigm that will help us monetise faster and better, offering customers the experience of quality on demand, regardless of the services or devices [because] I can know, exactly, the status of each device. In all this, the privacy of information, of customers’ data is an obsession for us,” according to Blanco. “We manage data about our customers, so it must be under our control. Softwarisation is an extraordinary opportunity to keep it even safer. Centralisation puts it at a single point which is fully protected.”

Blanco believes this “obsession” is foundational to Telefónica’s success, making privacy intrinsic to how every service is built. “This is part of the automation and a significant part of the complexity of what we’re building in the network and IT,” he says. “We are fighting to create a supercomputing network from all the assets – the antennas; the routers at home; the optical capabilities; routers for B2B; and whatever else – and building software over them all that gives the whole those supercomputing capabilities.”

Exposing supercomputer capabilities

The network and IT assets have many cloudified pieces which Telefónica “will offer through a single window that can be embedded in a different service provider, Blanco continues. “This has extraordinary momentum. We have the technology, the optics, the IP, the software and the cloud pieces, so, in short we have everything. I think that in the next three to five years we will be much more closer to what we dreamed of 10 years ago.”

In 2023, Telefónica will implement the 5G Standalone core and be able to offer static slicing based on 5G Standalone’s native properties, which makes our networks flexible platforms to provide specific capabilities to different services and customers. Static slicing was possible with 4G, he agrees, but immensely complicated.

Blanco insists, “These services will be extremely attractive and 2024, we will include dynamic pricing in the roadmap, combining dynamic slicing and the edge so we can offer whatever we decide on. Beyond slicing, to help us monetise and really offer value to customers, we can maximise the opportunity by working with hyperscalers and the industry to reach into the developer community.”

The end is in sight?

“We have crystal clear plans and my personal opinion is we are building the foundations of the network that will be

massified between 2025 and 2030, but not before because we have still a huge legacy that we need to evolve and manage. Telefonica is in the best position though, as it’s switching off its copper network in 2024 in Spain, as the entire population will have access to FTTH.”

He predicts, “Soon 100% of the software pieces will be available; the velocity of implementing it in the network will depend on CapEx capacity which is linked to revenues. Now it’s time to deploy as we come to the end of the technology momentum and begin operational momentum.”

Haithem M. Alfaraj, CTO, stc, is a keynote speaker at FutureNet MENA, 20 March, Dubai. In the lead-up to the event, he talks to FutureNet editor Annie Turner about the group’s constant focus to implement the objectives of network automation and evolve the corporate culture to propel and disrupt markets.

Haithem Alfaraj has been stc Group CTO for nine months, while previously he was the CTO of stc Saudi Arabia, since December 2018. stc Group was established in 1998 and operates in the Kingdom of Saudi Arabia, as well as in Bahrain and Kuwait. stc is the leading digital enabler in the region. The group has won the Speed Test Awards for the fastest and best mobile network coverage in the Kingdom, among many other accolades. It was also awarded the fastest mobile internet and mobile coverage in the Kingdom for five straight years, emphasising its commitment to assuring customer experience.

Network Automation

Alfaraj explains how STC Group propelled network automation. He said: “For the last seven years, the group prioritised network and operational automation, which underpinned the group’s achievements. The automation journey started in 2014 when we recognised the importance of reducing operational costs, which helped improve our customers’ experience”. “At the same time, the operational environment was becoming increasingly complex with 5G on the horizon, and customers sought to have the best provider who meets their expectations. As customers’ engagement and experience are of great importance to us, we adopted a two-prong strategy to reduce human interactions, providing automation, avoiding errors, and improving efficiency. That made our services and products to be fully digital”, he clarified. Alfaraj added: “The Kingdom’s demographics have a population average age of 31.8 years old and more than 55% of the population are under 34, which implies to say, they are all digitally enabled with extremely high expectations. Hence you cannot expect customers to visit a store or office to validate their ID. This is just a sample, of the importance to digitise everything. Accordingly, stc Group enabled the automation process for such matters.” Alfaraj highlighted how digital identities became a part of everyday life in the Kingdom, and how the overall social system demanded automated networks. He said, “Digital fingerprints became essential for verification and authentication processes, and the Saudi Government provided intense support to enterprises to support this digitalization”.

Aligning automation and business goals – Seven years is a long time in the digital world. How has stc’s thinking about automation changed over that time?

stc Group has a growth mindset. We have evolved our mission. In 2019, we established our DARE 2.0 strategy and vision to deliver ICT in the region, not only telecommunications. We pursued to achieve our automation objectives, exceed customers’ expectations and accomplish future growth. Consequently, stc Group directed its multiple subsidiaries to look into certain technologies including cloud computing, IOT, cybersecurity, software development, and Data centres as well as international connectivity, Towers set up, E-sports & Gaming, along many more technologies, in order to provide a fully-fledged digital enablement for the local market. We never had a single point on the roadmap for automation. One of the main reasons for changing the objectives was the benefits and outcomes we recognised in the automation process, and it created momentum and trust for stc Group.

Beyond success – What are your major success areas across the automation process?

stc Group extended automation beyond mobile network operations, making transmission less costly in fixed, transport, and optical networks. We expanded the automated domains and set more aggressive targets, to achieve higher goals. So, over the years, stc Group changed its operation to become more digital and more automated. We provided automatic ticket opening, ticket correlation, resolving network problems and self-healing in some of our technology domains. We reduced outages by 30% and the time to resolve problems by 27%. stc was always ready to perform better across the industry. Some parts of stc’s network are legacy and we are in the process of updating all our networks, to become “next-generation networks” so that stc can achieve its ambition of attaining the highest possible level of network automation everywhere. Yes, our network automation goals changed because once we have next-generation networks, we can do a lot of things much faster.

Pragmatic approach to cloud

On migrating to cloud technologies, Alfaraj confirmed the stc’s cloud technology advancement, as it started relatively early, with the group’s telco cloud in 2017. He explained that the maturity of hyper-scalers and telcos was different in the old days, yet stc’s cloud strategy and objectives changed during the journey. “The group decided that any core functionality should be in the cloud. And due to the readiness of the cloud version and as it made a financial impact, we immediately migrated to the cloud. From that perspective, we are not looking at saving every penny, as we consider the other benefits, such as injecting technologies, swiftly into the market, enhancing customer experience and digitalization”, Alfaraj emphasised.

“The latest figures, from November 2022, show that about 70% of the pure core telcos functions are already operated through clouds, through the packet core, packet gateways, the HLRs (Home Location Registers), the AAA’s as well as firewalls and BNGs (Broadband Network Gateways). The Majority of IT loads are on clouds, which is where we started, with an internal cloud cluster, as well as hyper-scalers in IT”, Alfaraj explicated.

“stc maintains its telco cloud and is adopting a multi-cloud strategy. We are working with Alibaba, Microsoft, Oracle, SAP, Amazon, and Google so that the cloud workloads will not only run on our clouds but also on hyper-scalers’ clouds. We are having partnerships with hyper-scalers, where both parties mutually benefit. We tend to widely reach to the developer community and develop agility and resiliency meanwhile, hyper-scalers are accessing proximity to consumers to complement closer edge services that they provide”, He stated.

Moving towards programmable networks

“Our ultimate aim is that, at the click of a button, a 5G mobile packet core, can be shifted in 10 minutes with all the associated automation from one hyper-scaler’s cloud to another, or from stc’s telco cloud. We will not be integrating data, instead, we will only be migrating it with automated activities. To be able to fulfil the high expectations of our customers, we prefer avoiding time spent when doing a manual integration, hence we will only migrate data as it all will be conducted through automated activities.” Alfaraj explained.

As the strategic focus on automation began about seven years ago, how does Alfaraj see stc after seven years, in 2030?

By then we might be far ahead of what we envision today because we are accelerating our implementation process. Having said that, in 2030 I see telcos being fully programmable with Autonomous Networks and API-based integrated marketplaces. We cannot think of 5G without automation, with its technological advantages of speed and latency. We are able to create the future mobile network for enterprises with 5G network slicing, without human hands-on. Customers can go to the telco’s marketplace, select where they want a virtual network, define the latency and bandwidth parameters, and start using the services. Our sales partners, using our API Marketplaces, can develop and sell products using our API-driven programmable network provisioned through digital channels in every domain.

Countering culture –  What has been the most difficult part of stc’s automation journey?

We have challenges such as digital-native disruptors, customers’ changing behaviours, and other competitors. The main answer to these challenges was the mindset of our people, the internal culture, and innovation. All are important factors for telcos in the continuously changing landscape. Innovation and automation were being deployed at many levels in different operational areas. In the consumer sector, for example, stc won multiple awards for its digital customer experiences, through its My stc app & Jawwy platform by which consumers have access to the operator’s range of services, and self-services. One of the biggest issues telcos and other vertical industries face regarding field engineers is the consistency and quality of their work. Standardising these activities can’t be done if digitalisation doesn’t lead to supporting the increasing demand for technologies. stc Group believes that augmented reality technologies can help standardise quality in the field and is running proofs of concept whereby engineers can receive everything from step-by-step instructions to schematics showing the location of gas pipes, electricity cables and many more, if they are trying to find a problem with a cable in the street, for instance. We are working hard in terms of education, training, onboarding people, hiring consultants to teach design, and helping us adopt digital-first and agile practices. This is not just to compete, but to become leaders of disruptive innovation ourselves. We are constantly working through proactive approaches to the markets’ changes to be the one brand creating disruptive innovation.