Web Based Service Management System for Sri Lanka Telecom

Abstract

This document sets out the final project report for web based service management system for Sri Lanka Telecom Limited. Sri Lanka Telecom, pioneer telecommunication provider in Sri Lanka, is having an island wide network to provide the telecommunication facilities to its customers. Early days it was a government owned enterprise and prior to that it was a government Department and there was no competition and customers had no option but to obtain services from Department of Telecommunication. With the introduction of the open economy the private sector was allowed to enter into the industry and then the competition began. Government monopoly no longer exists. Efficiency and quality of services attract the customers. Therefore SLT has no other option but compete with its counterparts. To enhance the quality and efficiency it has to go for new technologies and new methods. Manual work has to be translated into automation. But it is sad to note that some simple procedures still continued to operate manually.

The aim of this project is to analyze the current procedures and implement a web based system to minimize the work and paper work which is presently done manually. The system uses the existing intranet network. This is to be introduced to the Teleshop, Billing centers, Regional offices and automatic exchanges. Basically the project is focused on Nugegoda regional area of the Sri Lanka Telecom. There are three master exchanges and fourteen remote exchanges which consist of 67,000 customers.

Proposed project will reduce the manual work, paper work and a quick service can be given to the customers efficiently. Satisfied customers are a wealth to the organization. It could attract new customers and this will bring good brand name to the organization.