About the Client
A tier-1 telco in Papa New Guinea
Challenge
As part of its mission to enrich lives through the power of mobile communication and to strengthen Papua New Guinea’s (PNG) connectivity to the Pacific and the world, the communication service provider embarked on a key transformation of its field operations. Operating across one of the most geographically diverse landscapes, with nearly 8,000 sites spanning over 20 provinces, the operator recognized the need to modernize its operational backbone.
By streamlining workflows, enabling real-time visibility into field activities, and optimizing resource utilization, the mobile operator aimed to not only enhance service assurance and maintenance but also reinforce its commitment to network performance, digital inclusion, and exceptional customer experience.
To achieve insight-driven field operations at scale, the telco partnered with TCTS to fulfill the following key requirements:
- Unified field operations oversight
- Performance and SLA optimization
- Proactive network and resource management
- Automation of site-level utilities and maintenance
Solution
To address these priorities, TCTS deployed its Neo Automata™ platform, a centralized workforce management and ITSM solution designed to transform how field operations are managed across geographically distributed telecom sites. The key solution components included:
Unified Workforce Management
Neo Automata™ provided a single platform to manage field teams and IT service requests, replacing disparate systems and manual tracking. The system enabled real-time monitoring of job statuses and streamlined coordination across all provinces. Dispatchers gained visibility into workforce availability, enabling better resource utilization and quicker response times.
End-to-End Incident Lifecycle Automation
The platform introduced AI-based handling of the entire incident lifecycle, from detection to resolution. Leveraging rule-based dispatch logic, the system ensured that the right field engineer was assigned to the right task at the right time, significantly reducing manual effort and improving response times.
Proactive Genset Monitoring and Scheduling
TCTS enabled real-time fuel consumption monitoring and preventive maintenance through automated scheduling for Genset refuelling and servicing. This ensured site availability and helped the telco improve cost control over energy-related OpEx.
Automated Site Expense Management
Recurring operational expenditures, such as electricity recharges and rent payments to landlords, were automated via pre-scheduled requisition workflows. This eliminated delays, reduced administrative burden, and improved vendor satisfaction through timely and traceable transactions.
Enhanced NOC Operations Management
TCTS also enabled a centralized incident lifecycle management system within the telco’s Network Operations Centre (NOC). This system allowed for the automated logging, tracking, and resolution of incidents, ensuring faster turnaround times and reducing manual overhead. With improved coordination between NOC teams and field engineers, the platform enabled end-to-end visibility and control over network performance issues, helping the mobile operator maintain service continuity and meet SLA commitments more consistently.
Validated Deployment through Proof of Concept
A comprehensive month-long Proof of Concept (PoC) was conducted to demonstrate the platform’s capabilities in real-world conditions. Multiple field engineers were onboard and actively engaged with the tool for daily operations. The PoC successfully validated key operational use cases and built confidence among stakeholders, paving the way for scaled deployment.
Results
10+ Operational Use Cases
From preventive and corrective maintenance to site utility management and automated job dispatch, TCTS addressed a wide range of operational needs.
1000+ Field Jobs Created Monthly
High job volume signals strong adoption of Neo Automata™, improving productivity across field operations.
770+ Sites Across 22 Provinces
TCTS ensured standardized field operations and visibility across the telco’s entire national footprint.
230+ Active User Roles
Encompassing NOC personnel, dispatchers, and field engineers, ensuring end-to-end collaboration and accountability.
8+ Analytics Dashboards
Actionable insights into job performance, SLA compliance, fuel consumption, and workforce efficiency to drive data-informed decisions.
With a scalable and intelligent platform now in place, the communication service provider is well-positioned to continue enhancing its telecom infrastructure. The success of this transformation lays a strong foundation for future innovations in network operations and customer experience.
