Transcript Slide 1

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OSPAI is the OSP industry representative
body
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An association of all Other Service
Providers including BPO’s / KPO’s etc.
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Industry interface for the Government
bodies like DoT, STPI, TRAI, SEZ, DIT
etc., for growth of India’s Services GDP
especially under the category of “Other
Service Providers”
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Present & discuss the challenges
of the industry with concerned
Authorities in the Government
and to facilitate policy changes
Create awareness among our
members regarding the:
◦ Emerging & Next Generation
technology trends in Telecom & IT
◦ Sharing of Best Business Practices
across industry
To collaborate with Department of Telecom,
pertaining to issues like, but not limited to:To establish strategic relationship with government,
to help formulate best policies and practices to
promote co-operation.
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Suggestions for simplifying the procedures of
registration enabling faster registration of new OSP’s
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Encourage and facilitate Work from Home for Call
Centre Agents.
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To make the Call Centre set up technology neutral
Launch Of OSPAI at New Delhi
on 11th Aug 2008
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Indian ITeS-BPO grew by 30 per cent in
FY2008 to reach USD 11+ billion in
aggregate revenue
IT-BPO Direct employment in Indian ITeSBPO crossed the 7 lacs mark, indirect job
creation is estimated at about 2 million
BPO services exports up by 30% (USD), is the
fastest growing segment across software
and services exports driven by scale as well
as scope.
Huge potential (USD 50 bn, + 2 mn
additional direct jobs) to grow by ensuring
competitive advantage for India through
◦ Regulations in line with Global trends
◦ Leverage infrastructure for domestic operations
* Sources Nasscom
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The concept of agent positions working
from Home has been introduced.
The restriction of 10% outgoing PSTN
lines in a Domestic Call Centre (DCC) and
submission of associated Bank Guarantee
of Rs.10 Lakhs has been dispensed with.
The amount of Bank Guarantee has been
reduced in cases of resources sharing
between International OSP and Domestic
OSP.
Standalone OSP centres have been been
merged with the Domestic OSPs category
5) Definition of ‘Telecom Resources’ has
been expanded.
6) Documents required to be submitted
along with the application form has been
simplified.
7) A single application form for registration
of OSP and uniform format for
registration certificate to be issued by all
VTM units to avoid discrepancies and
eventually making the process online,
have been prescribed
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Mr. S.V. Ramana, President
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Mr. N.L. Verma, Secretary General
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Mr. Sanjay Diwan, Vice President
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Mr. Sanjay Prasad, Vice President
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Mr. P.V. Ramadas, Treasurer
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Mr. Jitesh Midha, Executive Member
Ms. Archana Sasan, Executive Member
Mr. Manish Dewan, Executive Member
Mr. Sunil Cherian, Executive Member
Mr. Dinesh K. Shiv, Executive Member
S V Ramana
President
Sanjay Prasad
Vice President
Sanjay Diwan
Vice President
N L Verma
P V Ramadas
Secretary General
Treasurer
OSPAI Members
1)
Return of BGs submitted earlier to DoT for Rs 10 Lacs towards compliance to 10% of lines be outgoing
out of total PSTN lines incase of DCC and finalization of operational mechanism for replacement of old
BGs of Rs 2.5 Cr and Rs 5.0 Cr for sharing of seats/PBX between ICC & DCC with new BGs of Rs 0.5 Cr
and Rs 1.0 Cr
2)
Submission of network diagram being mandated by certain VTM’s when the same is not required at the
time of initial application
3)
Prior approvals are not be required for change of Location / Change of floor of OSP, only intimation is
required. However this is not followed.
4)
Audit of existing call center before processing an application for a new call center be dispensed with
5)
Problems related to usage of foreign IP addresses.
(As per some of the VTM only IP Address provided by APNIC should be used). Use of foreigner IP
addresses should be allowed (including customer extended IP’s)
6)
Problem Created by several VTM’s in regard to getting Signatures on every page of memorandum and
article of an association.
7)
Speedy implementation of on line OSP registration
8)
Different VTMs interpret the OSP guidelines differently
9)
Readiness of BG for Work From
Recommendation : In a view to clarify / resolve open operational issues; we request DoT to setup a monthly
meeting involving all VTM’s with OSP.
Work From Home: Current Policy
The concept of Extended Agent Position (Work From Home) is permitted with the
following conditions:
(i) The OSP operator shall submit a security deposit of Rs.5 crores with an
agreement envisaging to meet certain obligations like exclusive use of
home agent, all responsibility to be borne by OSP etc.
(ii) The agents at home shall be treated as Extended Agent Position of the
call centre and interconnection is permitted through authorised service
Providers Provisioned (secured) VPN (PPVPN) which have pre defined
locations i.e. home of the agents and OSP centre as VPN sites. Over and
above PPVPN, the OSP may use their own security mechanism like
Authentication, Authorization and Accounting. Such work from home
facility shall be limited to the SSA of the OSP Centre and adjoining SSAs.
(iii) The Authority shall have the right to carry out periodic / surprise
inspections of such establishments.
Work From Home: Issues/Challenges
& Suggested changes
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Issue: Very High bank Guarantee; Rs. 5 Crore’s per registration
Suggested changes: Reduction of BG to Rs. 1 Crore per company
Issue: Restriction of coverage area to Secondary Switching Area (SSA)
and adjoining SSA
Suggested changes: Permit ICC agents to work from home,
anywhere in India
Issue: Work From Agents interconnection permitted only through
VPN (PP VPN), PSTN not permitted
Suggested changes: Permit interconnection through PSTN based
Voice-over VPN service, as penetration of broad band in far flung
areas is low and unstable
Issue: No Proof-of-concept (PoC) allowed without BG
Suggested changes: Allow OSPs to run PoC with Service Providers for
a limited period (say 6 months) after informing DoT, but without the
need for BG. Production to start post BG only.
Work from
Home
– Voice
VPN
services
Work
From Home
- Option-2
Voice
VPN services
Voice
VPN Service
1 23
456
789
*0#
India
PSTN
Standard
Phone
Customer
Voice
VPN Service
1 23
456
789
*0#
Standard
Phone
OSP Employee in India
Operating out of home
OSP Employee in India
Operating out of home
Foreign end
PSTN
Internet
Remote User
(Soft-phone)
OSP Registered site
in India User in India
Operating out of home
Already approved with
Bank Guarantee of Rs. 5 Crores
123
456
789
*0#
No Connectivity Between domestic
OSP PoP
Outside India
123
456
789
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NoPBX
Connectivity
and OSP Call between
Center PBX domestic
PBX and OSP Call Center PBX
(or with logical partitioning)
Call Center PBX
123
456
789
*0#
123
456
789
*0#
Telephones
123
456
789
*0#
Domestic PBX
India PSTN
- Subscriber lines with voice VPN services installed at employee homes.
- Employees are only allowed to dial the PSTN number terminated on Call Center PBX with no other
connectivity/access
- No connectivity between OSP Call center PBX and Domestic PBX
- The OSP will secure agreement with employees, for not using the phones for any public use.
The current OSP Policy only allows sharing of PBX between ICC and
DCC with logical partition & BG
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Issue: ICC OSP community has to make high Capital investments for
a separate PBX, phones, cables, LAN infrastructure for call centre
and normal PSTN use
◦ $200,000 for a 1000 seater facility
◦ A non environment friendly IT resulting huge e-waste and global
warming in long term.
◦ Unable to compete with other countries like China, Philippines
where single EPABX/other IT infrastructure is permitted.
Suggested changes: Permit sharing of single EPABX and other related
IT infrastructure between ICC and domestic PSTN use with Bang
Guarantee of INR 1 Crore for one company, with out the need for
DCC.
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How separation will be achieved?
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There would be no call connectivity whatsoever between the International Call Center partition and
the normal Office partition on the PBX
A Single phone with dual buttons (one for ICC and the other for PSTN - normal PBX) will be
deployed per agent location
Compliance “to NLD / ILD bypass” through logical partitioning
Calls cannot be conference/transferred/forwarded between the ICC partition and the PSTN partition
1. Permit interconnections of any two international OSP’s
Current Policy : International OSP’s of same company/group company is
permitted to interconnect their networks.
Issue : International OSP’s not belonging to same group company are not
permitted to connect to each other’s network within India for data/voice
connectivity.
 This is resulting in expensive connectivity costs
 Loss of benefits like call overflow, BCP situation etc.
Suggested Changes : Permit interconnect of any two international OSP’s
networks with-in India with-out any restrictions.
2. Permit interconnections of any two Domestic OSP’s
Current Policy : Domestic OSP’s of same company/group company is permitted to
interconnect their networks.
Issue : Domestic OSP’s not belonging to same group company are not permitted
to connect to each other’s network within India for data/voice connectivity.
 This is resulting in expensive connectivity costs
 Loss of benefits like call overflow, BCP situation etc.
Suggested Changes : Permit interconnect of any two Domestic OSP’s networks
with-in India with-out any restrictions.
3a. Permit interconnections between ICC and Client offices with-in
India.
Current Policy : International OSP’s of same company/group
company are only permitted to interconnect their networks.
Issue : International OSP and customer office in India are not
permitted to connect to each other’s network for use of
customer’s international bandwidth by an who is ICC providing
services
 This is resulting in expensive connectivity costs
 Loss of benefits like call overflow, BCP situation etc
 Slow application response for certain cases
Suggested Changes : Permit International OSPs to connect to
their customer network within India for data/voice connectivity
to Access customer’s applications / systems in India as well as
Abroad through customer’s International connectivity.
ICC and Customer Connectivity
IPLC / MPLS /
VPN Link
International OSP
LAN
Telephone
Telephone
Dedicated Network
Customer - A
Data Only
LAN
Telephone
Telephone
LAN
Telephone
LAN
Telephone
Telephone
Servers
IPLC / MPLS /
VPN Link
Dedicated Network
Customer - B
Customer – B
Outside India PoP
Customer – B India Location
Leased Line/VPN/ MPLS
LAN
Telephone
Telephone
Shared Network
Multiple Customers
OSP
Customer
3b. Permit data interconnections between ICC/DCC and it’s
contracted 3rd party company with-in India.
Current Policy : International/Domestic OSP’s of same
company/group company are only permitted to interconnect
their networks.
 This helps in providing services at lower cost
 This will facilitate industry to be more competitive
Suggested Changes : Permit OSPs to connect to
outsource data work to 3rd party providers ( e.g. data entry
operators ).
3rd Party company may not require OSP registration
3c. Permit voice/data interconnections between ICC/DCC and
it’s contracted 3rd party companies with-in India.
Current Policy : International / Domestic OSP’s of same
company/group company are only permitted to interconnect
their networks.
 This helps in providing services at lower cost
 This will facilitate industry to be more competitive
Suggested Changes : Permit OSPs to connect to
outsourced work to 3rd party providers ( e.g. collections
agents).
(3rd Party)
(3rd Party)
3rd Party company may not require OSP registration
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Clarity / Permitting of Foreign Telecom Service
Providers having channel partner agreement with
Indian Authorised TSP, to provision bandwidth to
OSPs, with Indian TSP approving network
diagram.
Permit seamless integration of India PSTN with
leased lines (TDM / VoIP), since ADC is abolished,
to boost Indian Service Industry; i.e. full
Convergence/Unified Communications
In a view to review policy matters towards
promoting industry growth and strengthen the
industry to compete effectively; we recommend
quarterly steering committee meeting with all
stake holders.