Case Study: Implementing Enterprise Architecture in an ISP Business in Bangladesh

Shuvro
 Save as PDF

Background: with an increasing demand for reliable internet services in Bangladesh, a twenty years ofd ISP aimed to differentiate itself by providing high-quality, affordable services while ensuring efficient operations and scalability. To achieve these goals, Enterprise Architecture (EA) was implemented to align business objectives with technological solutions and integrated these services into it’s ERP.

Objectives

  1. Streamline operations for efficient delivery service.
    o Reach device configuration benchmark with CIS
     Mitigate DDoS
     Enable robust AAA services
    o Redesign client access management
     Deploy multiple RADIUS with AAA services
     Real time bandwidth allocation per user and/or per site
     Develop new module to Integrate OLT & ONU links and bandwidth management
    o Enhance sales team portal & integrate category-wise product items
    o Integrate BI Analytics on customer churns
    o Enhance tech dashboard for hardware management team (BGP Routers, EdgeRouters, Switches, OLT & ONU)
    o Design a new & robust API Gateway
    o Redesign the customer portal, enhance Payment Gateway security & its services
    o Redesign ticketing service
    o Redesign corporate customer portal
     Provide location visibility
     Provide bandwidth consumptions report in real-time
  2. Deploy mass mailing platform for internal use
  3. Ensure scalability to meet future growth demands.
    o Rewrite platform modules and update/upgrade
    o Upgrade billing systems
  4. Integrate customer-centric processes to enhance user experience.
  5. Optimize resource utilization to maintain cost-effectiveness.
  6. Security and compliance management

Challenges
• Limited initial funding to invest in advanced IT infrastructure.
• Diverse customer needs across urban and rural areas.
• Need for regulatory compliance within Bangladesh’s telecom guidelines.
• Skills gap and understanding problems in implementing EA frameworks.

Project Management

  1. Project charter development
  2. Resource Allocation Plan
  3. Stakeholder Register
  4. Vendor Scorecard Development
  5. Technology Responsibility & Jurisdiction Assignment Matrix
  6. Communication Matrix
  7. RACI Matrix
  8. GANTT with Deployment Timeline
  9. Risk Scoring Matrix
  10. HW Deployment & Configuration Benchmark
  11. Application Stack and Management Matrix
     Application Stack
     Gateway Stack
     API Integration Stack
     Client Integration & Migration Scenario
     Cluster Deployment Services
     Disaster Recovery & Storage Replication Requirements
     Database Architecture & Performance Monitoring
     Customer Dashboard Access
     Platform Monitoring Services
     Security Benchmarking & Monitoring Services
     Service Degradation Monitoring Services
     Platform Certification Services
     Platform Compliance Management Services
  12. Enterprise Architecture & Deployment Services
  13. Platform Documentation of HLD & LLD

Approach

  1. Assessment of Current State:
    o Conducted a thorough evaluation of existing resources, market conditions, and customer expectations.
    o Mapped out key processes like service provisioning, billing, and customer support to identify inefficiencies.
  2. EA Framework Selection:
    o Adopted TOGAF (The Open Group Architecture Framework) to ensure a structured approach.
    o Defined the architecture principles to balance cost efficiency and scalability.
  3. Designing the EA:
    o Created business architecture focused on customer segmentation to address the needs of both urban and rural users.
    o Developed an application architecture with scalable systems for customer management and billing.
    o Designed a data architecture for centralized data storage to enhance decision-making.
    o Established a technological architecture with cost-effective, private cloud-based solutions.
  4. Implementation:
    o Prioritized key areas like customer onboarding and network management for immediate improvement.
    o Introduced automated systems for billing and issue resolution to reduce operational overhead.
    o Provided training to employees to close skill gaps and ensure seamless adoption of EA processes.
  5. Continuous Monitoring:
    o Set up KPIs to track performance across service delivery, customer satisfaction, and resource utilization.
    o Regularly updated architecture to adapt to market and regulatory changes.
    Results
  6. Improved service delivery speed by 35% due to optimized processes.
  7. Reduced operational costs by 20% through automation and efficient resource management.
  8. Enhanced customer satisfaction with better issue resolution and tailored services.
  9. Scalable systems allowed the ISP to expand its network to underserved rural areas within the first year.

Conclusion
Implementing EA played a pivotal role in helping the ISP establish itself in Bangladesh’s competitive market. By aligning business goals with technology and focusing on efficiency and scalability, the ISP laid the foundation for sustainable growth and customer-centric service delivery.

Post View Count: 3