Digitalization of JSC Uztelecom: Creating a Unified IT Ecosystem for Digital Transformation of a Telecommunications Operator
- Customer
- JSC Uztelecom
- Project manager on the customer side
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- Year of project completion
- 2024
- Project timeline
- December, 2017 - December, 2024
- Project scope
- 17000 automated workstations
- Goals
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Key objective: Implementing comprehensive digital transformation to increase internal process efficiency, improve customer service quality, and introduce innovative technologies (BSS, OSS, AI, cloud services), with the goal of transforming the company into a leader in Uzbekistan's digital economy in accordance with the "Uzbekistan-2030" Strategy.
- Project Results
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Key performance indicators before and after project implementation:
- Subscribers in the ecosystem: from ~3 million → +12 million (total 28.6 million)
- Mobile network speed (Ookla): from 6.47 Mbps → 54.62 Mbps
- Wired internet speed (Ookla): from 5.81 Mbps → 88.09 Mbps
- Fiber optic coverage in settlements: from 48% → 98%
- Mobile network coverage: from 41% → 96%
- Fiber optic network length: from 23,000 km → 300,000 km
- Number of mobile base stations: from 5.9 thousand → 28.6 thousand
- Customer inquiry processing time: reduced by 15× (omnichannel service)
- Contact center workload capacity: increased 3× without staff growth (AI agents)
- Localization of international traffic: 49% of total load
The uniqueness of the project
The project combines an internal structure of national IT solutions (without external suppliers) with a focus on local data and integration with a global network (Project "112" for emergency services, platforms for traffic police and Suvsoz). The uniqueness lies in creating a proactive ecosystem with AI (SQM for real-time network quality at the household level) and an Omnichannel platform that consolidates requests from all channels (website, app, Telegram, social media), reducing service time by 15 times. This is Uzbekistan's first public cloud with a full range of services (VM, GPU, Kubernetes, S3), hosted in high-quality data centers, with emphasis on import substitution and developing local specialist competencies.- Used software
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Integration Platform: Proprietary Omnichannel platform for consolidating interactions (website, MyUztelecom mobile app, Telegram bot, social media); BSS (Business Support System) for unified billing (telephony, mobile communications, internet, TV, IoT).
Storage: Big data platform for data analysis; S3 storage in Public Cloud; telecom resource accounting systems and warehouse systems.
Analytics: BI tools for analytics and decision-making; dashboards in OSS for monitoring (SQM with AI visualization of real-time network quality); mobile tablets for field engineers with simplified tasks.
- Difficulty of implementation
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Main challenges: integrating legacy systems (old and disconnected billing systems), scaling to the national level (branches throughout the country), and ensuring cybersecurity amid growing traffic. Overcome through a phased approach (BSS from 2017, then OSS), engaging national developers (building IT competencies), pilot testing (implementing AI in the contact center without staff growth), and partnerships (ITU, GSMA for standards). Cloud solutions were used for scale and automation to minimize human error.
- Project Description
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Problem and motivation: In 2017, the company faced fragmentation (separate billing for services), bureaucracy (paper document flow), low service speeds (connection time measured in weeks), and falling behind current trends (device growth to 500 billion by 2030, urbanization +1.5 million/week). Motivation — aligning with the "Uzbekistan-2030" Strategy to accelerate digital economy growth, improve quality of life, and prevent "disruption" (as experienced by 50% of Fortune 500 companies over 15 years).
Scope: Telecommunications: core processes (document flow, OSS), customer service (omnichannel, AI assistants), network technologies (5G, VoLTE, FTTx up to 10G), cloud services (Public Cloud), and government integration ("112", government agency platforms).
Key solution areas (modules):
Document flow digitization: Complete electronic system (agreements, orders, requests) — only classified documents remain on paper.
BSS (Business Support System): Unified billing for all services, electronic contracts.
OSS (Operations Support System): Asset accounting, online sales, BI analytics, Big Data, real-time monitoring (SQM with AI).
Customer platforms: MyUztelecom mobile app (eSIM, QR activation), AI-powered contact center (Omnichannel, 3x processing growth).
Innovations: Public Cloud (2023–2024), 5G in regional centers, dispatch platform for automation.
- Project geography
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Republic of Uzbekistan (full coverage: 98% of populated areas with fiber optics, 96% of territory with mobile coverage). International expansion: +128 countries worldwide, traffic localization in 13+ points (Moscow, Frankfurt, Hong Kong, Turkey, UAE, etc.), partnership with ITU, GSMA. The project scales as a national integrator for government structures (traffic police, Suvsoz) and businesses.
- Additional presentations:
- Telco.pdf