Crnogorski Telekom 2015 Annual ReportContents: To Our Shareholders
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- Sharing of Infrastructure
- Future Regulatory Developments
- Promotions and Offers Residential Customers Postpaid
- Fibre to the Home (FTTH) project
- Business Customers Postpaid
- Fixed Broadband Strong telesales activities during the entire year helped us to maintain a stable number of fixed broadband connections at 8,200. Fixed Voice
- Human Resources HR Role in Organisational Development
- Survey Topics and Employer Positioning
- Commitment to One DT Europe
- Social Dialogue and Employee Benefits
- Training and Development
- Living Culture and Effective Communication
- Regulations Review - We Make it Lean and Simple
- Corporate Responsibility
- Development of an Information Society in Montenegro
- Sports, Music and Culture Move People
- Environmental Protection and Energy Efficiency
- Further Information Contacts
Best Customer Experience The best and the most stable network gives us an opportunity to create a superior experience for our customers. We are operating in an industry in which the situation and circumstances are changing very fast. Our competition is changing, as well as customers’ expectations. Meeting customers’ expectations and increasing customer satisfaction strongly influences the success of the company and through our Strategy Implementation program a set of initiatives is defined so that we can provide simple, innovative and personalised offers. Telekom, as an integrated operator, has started offering products that combine fixed and mobile services, providing additional benefits to our customers. Also, we are continuously working on new sales channels, promoting e-Sales, improving the Webshop experience of our customers, but also working on new ways of communication through social networks, online chats, etc. This is how we are differentiating ourselves from the competition and this is how we are improving the customer experience and providing added value for our customers. New Businesses Being at the forefront of technology, it is natural for CT to partner with successful companies from other industries such as banking, the hotel industry, entertainment and many more. ICT services and hardware sales continue to be an important part of our revenues. We are the preferred choice in the ICT market, with an expanding network of valued enterprise customers that are top brands in their respective fields. Beside participation in the most important investment projects in the country, we are present in the software and application market too. In 2015 we refreshed and rebranded our Premium program that is being realised in cooperation with Hipotekarna banka and launched a mobile banking application – mPremium. Also, partnerships with Airbnb and Pickbox have enhanced our portfolio, providing for our customers the possibility of using some worldwide-famous services. Through all these partnerships we are leveraging on the opportunities of the digital era, which together with superior technology and the best customer experience will enable us to keep and strengthen our leading position in the Montenegrin telecommunications market. Regulatory Environment The regulatory environment is characterised by implementation of the Law on Electronic Communications that is based on the EU regulatory 2009 framework, as well as number of bylaws adopted in accordance with the Law. The new regulatory framework is dedicated to ensure competitiveness in the market as well as obtaining a higher level of protection of consumer rights. Out of all products offered to the market, based on the resolutions on SMP operators from 2010, 2013 and 2015, interest was shown only for duct rental. The Cost Accounting and Accounting Separation obligations were implemented for both fixed and mobile services. Revised reports for 2014 based on LRIC model were approved by the National Regulatory Authority (NRA) in October 2015. In 2013, the NRA completed second round of market analysis of seven relevant markets already analysed in 2010. Crnogorski Telekom was identified as an Significant market player (SMP) in all seven markets again. Additionally in 2012 the NRA applied a three-criteria test on two retail markets: broadband and mobile services, to find out if those markets are susceptible to ex-ante regulation. The retail market of mobile services was found sufficiently competitive, while Crnogorski Telekom was designated as an SMP in the fixed broadband market. Upon approval of the 2013 and 2014 Regulatory reports for the fixed network, the NRA performed retail price regulation of the following services provided at fixed locations: access to the network, broadband, as well as voice services (local, national and international calls) on a cost basis. Price adjustment implied a decrease based on the Crnogorski Telekom cost model. Universal Service Universal Service (US) was commercially launched in December 2011, but without significant interest from customers for the service. However, after introducing changes to the US regulatory framework, customer interest significantly increased, especially for voice services and internet access. Interest for the US Inquiry and Directory Service was not very high. Consequently, Montenegrin operators compensated a rather significant net cost to USOs for the period 2011–2015. Following the results of the public tender for a selection of USOs for the period 2016–2021 the NRA designated Crnogorski Telekom as the USO for access to the network, voice and internet access service. Number Portability The Number Portability service was commercially launched in 2011. In 2015 interest in the service significantly increased compared to 2014 (44%). The majority of all ported mobile numbers have been ported into the CT network (43%). Interest in porting numbers into the fixed-line segment was not significant. The new Rulebook on Number Portability adopted in 2013 provides for fewer restrictions on the porting of numbers. Regulatory Fees Under the regulations currently in effect, Crnogorski Telekom pays fees for market supervision and use of radio frequencies, numerations and addresses. Sharing of Infrastructure The Reference Interconnection Offer (RIO) defines the terms and conditions of collocation, for the purpose of interconnection realised in Crnogorski Telekom’s premises. This includes rental of space in buildings, masts and cable ducts. The RIO conditions are valid only for operators looking for interconnection/access, while usage of infrastructure by operators for other purposes is subject to commercial negotiations. Apart from the RIO, the Reference Unbundling Offer defines the terms and conditions of collocation for the purpose of local loop unbundling, including also rental of collocation space in Crnogorski Telekom premises and ducts. Regulated prices for duct rental do not encourage investments in new duct deployment. Termination of Calls Based on the relevant SMP resolutions adopted by the NRA in November 2014, fixed termination rates (FTRs) were reduced from 0.93 to 0.74 cents/min (for local) and 1.07 to 0.94 cents/min (for single transit), while the mobile termination rate (MTR) for voice traffic after approving the 2014 Regulatory Reports of all three operators was reduced from 1.9 cents to 1.0118 cents/min. Future Regulatory Developments In the process of implementation of the 2013 Law on Electronic Communications, the Government, responsible ministries and the NRA will work on further regulatory framework developments through harmonisation of existing bylaws and adoption of new ones. In 2016 the NRA planned to perform four relevant market analyses proscribed by the EU Commission 2014 Recommendation as susceptible for ex ante regulation. Promotions and Offers Residential Customers Postpaid The main campaigns in the postpaid segment in 2015 were variations of the included promotional content at the beginning of a new contract for both new customers and those renewing their contracts, including different amounts of free on-net minutes and texts, as well as unlimited surfing (with a certain amount of full-speed data included, followed by free reduced-speed surfing). These promotions were a good complement to the current Smart tariffs which included only all-net minutes. A more extensive offer redesign has been postponed until 2016, after the launch of the new billing system. Even with these challenges and with challenges from competition side, Crnogorski Telekom has managed to secure stability in the residential postpaid segment. Prepaid The year kicked off with a new prepaid campaign which included benefits in the form of 30 times as much top-up credit, valid for seven days. In April, a new prepaid package was introduced – Telekom prepaid with a campaign for new customers – two favourite numbers within any network in Montenegro, with seven days’ validity. In December, this campaign was updated adding one extra gigabyte of data to the offer. During the summer season, visitors were targeted with a special Holiday Offer. Fixed Telephony IMS (IP Multimedia Subsystem) migration, a key technical transformation project, was finished in 2015. The new system is based on IP protocols and will set the stage for a new generation of fixed services, with new functionalities for customers. In December 2015, based on retail price regulation, prices for local, national and international calls were reduced. Extra TV The Pay-TV market in Montenegro saw consolidation through mergers and acquisitions carried out by new market entrants. New offers from CT focused on increasing the available content to its customers. CT introduced Pickbox, a regional subscription-based video-on-demand service, with new blockbuster TV shows and classic movies. CT also introduced a regional package with the most popular channels from the neighbouring countries. At the end of 2015, there were 62,900 connections, which is a decrease of 2% compared to the previous year. Fixed Broadband CT introduced Extra Mix, an extension of its Extra Trio package, offering customers more TV channels for the same price, along with a prepaid number with monthly top-ups. In December 2015, as a result of regulation, CT decreased the prices of its ADSL packages. CT holds a 77.5% market share in the broadband internet market. At the end of the period, CT had 76,400 connections. Fibre to the Home (FTTH) project Crnogorski Telekom has been intensively developing its fibre infrastructure, currently with coverage of 17% of the country’s flats and a utilisation rate of 27% in covered areas. The number of FTTH customers increased over 2015 by more than 2,000, reaching 11,600 active customers at the end of the year. Loyalty Program Premium program activities in 2015 were focused on rebranding of the Premium program. The idea was to build a deeper connection between the Premium card and CT. A new Premium banking card was made in Telekom’s (magenta) colours and with T-branding. The Premium card offers up to 30% discounts in the Premium program partners’ stores. In order to support the logic as well as be in line with the rebranding of the offer, the Premium Application was updated. On top of this, new sales channels were introduced, further improving the reach of the programme (customers can apply for the Premium card in T-centres, via the website, SMS, Premium Application, etc.). Business Customers Postpaid In Q1 2015 a new postpaid tariff portfolio was introduced, called “Smart Business”, in order to maintain CT’s position in this segment. During 2015, 10,000 customers migrated to the new packages. Besides this campaign, which was supported by strong communication, throughout the year there were promotions for the SOHO segment. This customer segment was focused on in 2015 in order to increase CT’s share in this segment and to partially compensate for the decrease in revenues in the Key and Large Accounts segment. Roaming In order to protect customers using its services in roaming, CT continued with the promotion of internet data roaming tickets. The number of activated daily and weekly roaming tickets increased by 33% compared to 2014. Fixed Broadband Strong telesales activities during the entire year helped us to maintain a stable number of fixed broadband connections at 8,200. Fixed Voice In Q1 2015 flat on-net voice options (in CT fixed and mobile networks) were introduced. They represent a retention tool for fixed-voice customers and a way to make fixed-voice usage more attractive, especially for the SME and SOHO segments. Integris (ICT) Integris continued its success story during 2015. Great progress made in the hotel/resort segment and the area of retail helped us achieve YoY revenue growth of more than 40%. In June 2015, CT finished implementation of the largest ICT contract, for Porto Montenegro Marina’s phase II, with a value of EUR 2.5 million. Human Resources HR Role in Organisational Development HR activities in 2015 were focused on supporting business transformation, implementing further organisational development by uniting the Commercial Area and by bringing HR functions into the CEO Area. In addition, HR supported the implementation of the Managed Services Project and One Billing & CRM. These and other measures will result in streamlined, efficient and sustainable operations in the longer run. Future activities with the goal of further transformation will have special emphasis on company’s supporting functions. Survey Topics and Employer Positioning In May 2015 Crnogorski Telekom conducted an integrated Pulse Check and a bi-annual Employee Survey. Along with implementation of organisational changes, we managed to increase interest in the survey up to a high 84% response rate. Positive development was visible in most of the questions, as well as a great commitment to continuous improvement. In the second round of the Pulse Check in November 2015, CT remained above the EU average with a high response rate. Improvement activities between the two survey rounds yielded results. Therefore, we were very pleased that the understanding of changes in the Company has been significantly improved, as the outcome of extension of communication channels through different forms of meetings with employees. Additionally, the results showed an increase in satisfaction with training and development, due to tailor-made opportunities which were developed based on the new Training and Development Strategy. We continued to have an active role in advocating HR topics through numerous business organisations in Montenegro (the Employer Federation of Montenegro, American Chamber of Commerce, Montenegrin Foreign Investor Council, etc.) thus supporting open communication, gathering HR professionals and being in a position to recognise and shape the trends in workforce management and the related legal environment in a timely manner. Additionally, Crnogorski Telekom was awarded for the project “Crnogorski Telekom in the service of sustainable development”, which confirmed our leading position in the field of corporate social responsibility. In 2015, our company also received the DEKRA Health, Safety and Environment International Certificate which confirmed that the management system in this regard is also at a high level. Commitment to One DT Europe CT continued to actively participate in cascading down the One DT (Europe) story, making the best use of the employee survey results. We invested significant efforts in the ongoing global One DT Transformation project, through direct and active participation in various projects, such as the HR Future Operating Model, One.HR and HR Suite implementation. The aforementioned should ensure a local contribution and footprint in the global transformation and change. At the same time, we made sure that our employees were able to understand the changes, which was confirmed by the survey results. In order to align our corporate culture with new business and strategic demands, One DT Transformation, new market conditions and new challenges, we performed preparations for research on organizational culture, to be conducted in Q1 2016. Social Dialogue and Employee Benefits The year 2015 was perceived as a very productive one from the perspective of dialogue with trade unions at both the company and branch level, having signed the agreements in both environments. A long negotiation process with the Trade Union at the company level was successfully finalised by reaching an agreement and closing all open key points from the Collective Bargaining Agreement (CBA) and signing the Annex to the CBA. The Management and the Trade Union have also agreed the rules and principles of the new housing loan allocation. As was the case in the previous years, cooperation with the Trade Union continued to be strong in providing and improving a wide range of employee benefits, ensuring that CT is perceived as one of the most attractive employers in Montenegro. Both the employer and Trade Union undertook the obligation to have a new round of structured negotiations in 2016. Collective Bargaining Discussions for the telecommunications branch at the country level were finalised in October 2015 by signing the Collective Bargaining Agreement for the telecommunications branch. CT representatives actively participated in this social dialogue, investing their rich experience in this industry-wide initiative. Training and Development For the first time we developed a Training and Development Strategy, derived from HR strategy and aligned with local business needs, driven by the strategic pillars: Service Excellence, PanNet Leaders, e-Learning/e-Company, and Knowledge Sharing. As a result of successful realisation of the Training and Development Plan we can proudly report the following key elements:
Our efforts produced tangible results in 2015:
Living Culture and Effective Communication HR continued to take part in initiatives and actions with the aim of strengthening trust, collaboration and communication as the foundations of a targeted corporate culture.
Regulations Review - We Make it Lean and Simple HR finalised a review of all HR-related internal regulations to make sure they are consistent, with the aim of reducing complexity, supporting implementation of a leaner organisation and efficient business operations in accordance with the new HR organisational set-up. We performed the review of the rules on the preparation and enactment of internal regulations on a company level, ensuring solid grounds for standardisation of the company regulations and focusing on the importance of timely communication of enacted regulations. Corporate Responsibility Corporate responsibility has been part of our corporate culture for many years. It is an integral component of all our business activities. As one of the leading companies in the country, Crnogorski Telekom aims to be involved in all areas that are important to Montenegrin society. Besides striving to offer the most advanced telecommunication services for our customers, we wish to actively contribute to the development of the community within which we do business and of which we are a part. Crnogorski Telekom is a company that has always maintained a balance between economic, environmental and social goals, while being accountable to the community and positioning itself in a socially responsible manner. The areas on which we are focusing are: education, health and the environment, culture and community support. “Za svako dobro” For the second year in a row, Crnogorski Telekom organised the contest “Za svako dobro”, which supports and funds socially responsible projects of special importance for the community. The goal of the project is to support socially responsible projects that are contributing to the welfare of the community, engagement of important stakeholders and the gaining of their trust, and also an increase in transparency in the company’s social engagement. In order to ensure transparency and the selection of the best projects, beside Telekom employees, representatives from the NGO "Fund for Active Citizenship", the Montenegrin TV station “TV Vijesti” and the local UNDP office participated in the selection of the winning projects. The total amount of funding for this year’s contest was EUR 35,000, which is an increase of 67% compared to the previous year. The contest was open to all non-governmental organisations from Montenegro that could apply their projects in the fields of education, arts and culture, environmental protection and the creation of equal opportunities for inclusion in a digital society. Out of the 50 NGOs that applied for grants, six projects were selected and awarded funds for implementation.
Development of an Information Society in Montenegro Being the leading broadband provider in the country, Crnogorski Telekom has the responsibility of being the country's first partner on its way to becoming an information society. For the ninth year in a row, Crnogorski Telekom is enabling free internet access via ADSL to all preschool institutions, elementary and high schools in the country. During 2015, around 150 Montenegrin schools benefitted from this. The project was implemented together with the Ministry of Education and Science. In 2015 Crnogorski Telekom was very active in promoting and fostering the Montenegrin start-up community and young entrepreneurs. Together with hub:raum, the innovation centre of the Deutsche Telekom Group, we organised two events – a Start-up Info Day and WARP, a four-day start-up acceleration programme. This was the first time that hub:raum organised WARP outside of Krakow, which is a privilege for Montenegro and Crnogorski Telekom. This program was jointly organised by hub:raum, Crnogorski Telekom and the organisation Digitalizuj.Me. We selected 10 teams, mainly from Montenegro, but also from the region, which came up with innovative ideas in the area of IT, internet and mobile technologies. During the intensive workshop, the entrepreneurial teams expanded their knowledge and gained valuable experience in every aspect important for business development, thanks to international mentors and lecturers who came to Podgorica. At the end of WARP, our jury selected the three best start-ups. These teams received USD 5,000 worth of Amazon Cloud Services, while the best one, Bee Happy, which created a solution for smart beehives using new technologies in beekeeping, got the chance to pitch its start-up to investors and mentors in Krakow in 2016. Telekom also supported Spark.me, one of the most famous tech/business conferences in the Balkan region. Sports, Music and Culture Move People Our sponsoring platform focuses on sports, music and culture – which is perfect for underlining our brand promise “Life is for sharing” and providing a wide range of memorable moments to share. Within the company’s sponsorship strategy, sports have a special place, since this is an important area for developing a healthy, modern and advanced society. The company is the golden sponsor of the Montenegrin national football team and a general sponsor of the Telekom Montenegrin Football First League. Additionally, in 2015 Telekom supported and sponsored Budućnost Basketball Club. Music is one of the main areas within our sponsorship strategy, since music is considered to be the universal language for all generations. We sponsored numerous musical events and activities in 2015. We partnered with organisations across Montenegro and supported the Southern Soul Festival in Ulcinj, Sea Dance in Budva and After Beach Parties along the Montenegrin coast. In September 2015, with the support of Deutsche Telekom, Crnogorski Telekom organised Electronic Beats, a festival of electronic music in Podgorica. In the field of culture, Crnogorski Telekom was a sponsor of FIAT, the festival of alternative theatre in Podgorica. Also, our company supported the International TV Festival in Bar. Environmental Protection and Energy Efficiency In 2015, Crnogorski Telekom continued to implement a range of measures to save energy and to make its operations more energy-efficient. Energy consumption was reduced through a number of different measures in the reporting period. In March 2015, the company participated in the Earth Hour and Earth Day global campaigns with the aim of raising awareness about climate change issues. The company is constantly promoting the use of sustainable solutions among its customers and employees such as promoting e-mail bills, online registration instead of filling in paper forms, etc. Crnogorski Telekom owns three state-of-the art base stations that use renewable energy sources, the power of the sun and wind. The project is part of a broader company initiative to address global warming issues and protect the environment. Community Support Besides the donation contest “Za svako dobro”, in 2015 Telekom supported a number of initiatives dealing with the problems of socially vulnerable groups or promoting good causes for our society. These include a donation for the purchase of a steriliser for the Danilovgrad Primary Health Centre and a donation for the purchase of a telephone exchange for the Special Hospital for Orthopedics, Neurosurgery and Neurology in Risan. Both devices were urgently needed for the daily activities of the public medical institutions. We also supported the national Breast Cancer Awareness Month Campaign in Montenegro. The company also participated in disaster relief activities by supporting collection of aid for migrants in Southeast Europe, through a donation line. The donation line was opened in cooperation with Red Cross Montenegro, in order to enable our customers to give a contribution and help those in need. In 2015 Crnogorski Telekom awarded all pupils that won state competitions for their elementary and high schools with access to the internet free of charge for one year. Crnogorski Telekom made a donation of used networking and IT equipment to the Faculty of Electrical Engineering in Podgorica. Although used, this equipment can be used to set up an IP laboratory at the Faculty of Electrical Engineering, where students can practice the basic settings for configuration of networking equipment. Volunteering In 2015 the company continued to organise blood donor activities. In cooperation with the Montenegrin Centre for Blood Transfusion, our employees donated blood and helped to raise awareness of this important social issue. In 2015 two humanitarian actions by employees were organised in order to support people in need. Employees collected food and clothing on the occasion of the International Day for the Eradication of Poverty (October 17). The collected goods were given to the Red Cross in Podgorica, which distributed it to families in need. Also, in December 2015 employees participated in collecting sweets, toys, children books and school items, and then packed New Year’s gifts for children from families in need or children with special needs. Two hundred and thirty New Year’s gifts were donated to three NGOs supporting children with special needs and children from families in need, across Montenegro. Awards In November 2015, the Employee’s Union of Montenegro awarded Crnogorski Telekom the Annual Award for Social Responsibility in 2015, in the area of environmental protection, thanks to our efforts to reduce CO2 emissions by introducing new technologies and removing obsolete ones. At the traditional Annual Awards Ceremony for Philanthropy, Iskra, in December 2015, Telekom received recognition for its donation project “Za svako dobro”. These kinds of awards are a great motivation and something to be proud of. We will continue to give to our society, through our sponsorships of sports and music, through support of those in need with the “Za svako dobro” project, as well as through our volunteer activities. Further Information Contacts Crnogorski Telekom Moskovska 29 81000 Podgorica Montenegro Tel: + 382 20 433 433 Fax: + 382 20 225 752 e-mail: office@telekom.me www.telekom.me Stock trading information:
Moskovska 77 81000 Podgorica Montenegro Tel/Fax: +382 20 228 502 E-mail: mberza@t-com.me www.montenegroberza.com Published by: Crnogorski Telekom © 2016 Directory: content content -> Resolution content -> American bar association adopted by the house of delegates content -> Additional File 26 content -> Guide to completing the collection using the Omnibus system content -> Management and Marketing content -> Sigaccess annual Report content -> Study Guide For Students Only Dress Rehearsal January 29, 2014 7: 00 pm jubilee Auditorium content -> Benjamin Franklin: In Search of a Better World Section One content -> Extended range forecast of atlantic seasonal hurricane activity and landfall strike probability for 2013 Download 230.03 Kb. Share with your friends:
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