Title Revenue assurance (SLoad & prepaid Voucher System)

Description Revenue Assurance & Fraud Management for S-Load & Prepaid
Voucher Facility.

Created By Ops Branch

Date Created 12/01/2021
Maintained Ops Branch
By
Version Modified By Modifications Made Date Status
Number Modified
Revenue Assurance & Fraud Management for S-Load & Prepaid Voucher Facility
1. In case of any telecom service provider, following four core systems are
involved in revenue generation and collection directly or indirectly:-
1. Sales and Customer Relations Management System (CRM)
2. Telecommunication network for service delivery
3. Billing and Charging system
4. Collection system (Banks/Post Offices/ Mobile Banks)

Each of the above systems has many subsystems which work with each
other either in tightly or loosely integrated form under certain work flow
processes. Revenue assurance (RA) telecommunication services, is the use
of data quality and process improvement methods that improve profits,
revenues and cash flows without influencing demand. RA is intimately
supported by various system and processes devised for Fraud Management
(FM). The cause of revenue leakage can be either through Systems/Process
misbehavior/ faulty configurations and or fraudulent activities. These
causes can be divided into following broad categories:

1. Non-recording or incorrect recording/ routing of billing related

events.
2. Sales and commission policies, generating lesser revenue viz-a-viz
customer acquisition/ retention cost.
3. Fraud owing to week process flows, existence of manual and non-
integrated systems, flawed commission policies and week/absence
 of monitoring systems. Fraud can be further categorized to
network fraud and business operations fraud.
It is highlighted that SCO’s current network does not have a dedicated and
purpose built system for RA&FM. SCO has multiple revenue collection and
generation streams, which include sales of prepaid cards, S-Load (Electronic
Voucher Card) through Franchise network, S-Load through S-Paisa and
postpaid bill deposits through banks/ post office.
This document will cover reconciliation of revenue collected by AOTR for
SLoad and Prepaid voucher specifically.
2. Aim To Formulate and streamline SOP for reconciliation of S-Load and
prepaid voucher revenue collected through AOTR.
3. Revenue Assurance & Fraud Management for S-Load

SLoad is a digital recharge system for SCO products (GSM, DSL Postpaid, PSTN
and GPON). SCO customer recharge accounts by visiting nearest SCO franchise
or franchise retailer.

3.1 SLoad Balance Transfer Procedure

a. Franchise will forward demand of S-Load to respective AOTR with
info to Regional Sales Manager along with demand draft/pay order or
online transfer receipt in specific acct provided by AOTR.
b. AOTR will be responsible for collection of any tax applicable on
Franchise on sale of prepaid cards.
c. AOTR will fwd the request to HQ SCO billing section with info to
marketing branch (sales & supply chain) section.
 d. Billing branch will transfer requested S-load to master SIM of
respective franchise.
e. HQ SCO Billing branch will maintain the records of all type of SLoad
Transaction on Register as per format at Annex A.
f. Broad Flow of SLoad Transfer procedure us as under

AOTR will deduct Tax if

SCO Billing team will
Franchise will provide applicable and send SLoad
Transfer Load and confirm
demand draft for Sload transfer request to Billing
to AOTR and Marketing
Purchase to AOTR sec with infor to Marketing
team
Branch

SLoad Transfer Flow

3.2 SLoad Account Management

Following User level will be created on EVC System Admin Portal and list of
users will be maintained on SLoad Register as per format at Annex B. Each user
will be responsible to maintain security of his account and will be accountable
for transaction from his/her account. In case of any edition/deletion of user,
same will be documented on SLoad register.

a. Super User
1. There will be only one super user.
 2. Sr. Manager Billing will keep System Super User Account.
3. He/She will be responsible for management of SLoad user
account i.e. creation of new users/Assign rights to existing SLoad
user after approval.
4. Super user will only for account management action (Addition,
deletion) and will not have right to perform any transaction
related to SLoad.
5. He/She cannot perform any adjustment.
6. He/She cannot Transfer SLoad.
7. He/She cannot perform SLoad Reversal.
b. Master User
1. There will be only one master user.
2. Manager Billing will keep System Master User Account.
3. He/She will be responsible to address complaints about wrong
transfer of balance (Reversal) and its adjustment.
4. He/She will maintain adjustment record on SLoad Register.
5. He/She will be responsible of monthly commission transfer.
6. He/She will not be authorize for account i.e. creation of new
users/Assign rights to existing SLoad user.
c. SLoad Transfer User
1. Billing team will be user of these accounts, due to 24/7 request
from AOTR, duty roster will be maintained and printed copy
signed by Manager CvBS will be attached with register.
2. Duty staff will use his/her account for transfer of SLoad.
 3. He/she will accountable for transaction from his/her account.
CvBS.
4. SLoad Transfer Users have no right to alter system (SCO S-Load)
logs.
d. Sales Team User
1. 1x Accounts of Sales Team will be created and Manger sale will
be user of this account.
2. He/She will perform creation of new
Franchise/distributor/Retailer accounts.
3. He/She will be responsible for compilation of monthly sales
target.
4. He/She cannot perform any adjustment.
5. He/She cannot Transfer SLoad.
6. He/She cannot perform SLoad Reversal.
e. Rev Section User
1. PD RAFM will be user of Revenue Section user.
2. He/She can query only transfer log of all franchises for monthly
reconciliation.
3. He/She cannot perform any adjustment.
4. He/She cannot Transfer SLoad.
5. He/She cannot perform SLoad Reversal.
6. He/She has no right to alter system (SCO S-Load) logs.
 3.3 SLoad Monthly Reconciliation

Revenue section will perform monthly reconciliation of SLoad System

transfer and user rights and monthly report will be processed on minute
sheet for approval CA.

a. Billing team will maintain SLoad log register and digital record of
the SLoad transaction.
b. A separate account on SLoad system will be created for Revenue
section with read only rights.
c. AOTR will send franchise wise SLoad sale report to Revenue Section
before 5th of each month.
d. Revenue Section will reconcile the AOTR SLoad report with SLoad
System to ensure sale of the SLoad.
e. Revenue Section will verify the commission reports received from
marketing branch and actual transfer in system.
f. Revenue Section will also make sure all transaction made from
authorized user accounts.
g. Revenue Section will process monthly reconciliation report to CA
for approval.
4. Revenue Assurance & Fraud Management for Prepaid Voucher System

SCO prepaid voucher system is a digital recharge system for SCO products
(GSM, DSL Postpaid, PSTN and GPON). SCO customer recharge accounts by our
chasing prepaid voucher card from nearest SCO franchise or franchise retailer.

4.1 Prepaid cards PINs creation

a. Marketing Sales Team (Manager Sale), will get approval for PINs
from CA on minute sheet and send creation request to Ops Branch
(Billing Sec).
b. Billing section will create PINs and handover to marketing branch
sales team.
c. Marketing branch will be responsible for printing and delivery at
prepaid voucher at Sector HQs.

Marketing Sales Billing section Sector HQ will

Team (Manager will create PINs send Prepaid
Marketing Marketing
Sale), will get and handover to Voicher card
branch sent PINs branch will card
approval for marketing request to
for Printing to sector HQs
PINs generation branch sales marketing
frrom CA team. branch

4.2 Prepaid Card activation

a. Franchise will forward demand of Prepaid Cards to respective AOTR with
info to Regional Sales Manager along with demand draft/pay order or
online transfer receipt in specific account provided by AOTR.
b. AOTR will be responsible for collection of any tax applicable on
Franchise on sale of prepaid cards.
 c. AOTR will fwd the request to HQ SCO billing section with info to
marketing branch for activation of cards.
d. Billing branch will activate cards and confirmation to marketing
branch sales section & AOTR.
e. HQ SCO Billing section will maintain the records of all type of
prepaid card activation on Register as per format at Annex C.

AOTR will deduct Tax

if applicable and send Billing Sec will activate
Franchise will provide
card activaiton cards and inform to
Demand Draft for
request to BIlling Sec AOTR and Marketing
Prepaid Cards to AOTR
with Info to Marketing Branch
Branch

Prepaid Card Activation Flow

4.3 Prepaid Voucher System Account Management

Following User level will be created in prepaid voucher System and list of user
will be maintained on Prepaid Voucher Register as per format at Annex D. Each
user will maintain security of his account and he/she will accountable for
transaction from his/her account. In case of any edition/deletion of user will
be maintained on register.

a. Super Account
1. There will be only one super account.
2. Manager Billing will keep System Super User Account.
3. He/she will be responsible for management of Prepaid Voucher
System user account i.e. creation of new users/Assign rights to
existing SLoad user after approval.
4. He/She cannot perform any PIN generation.
b. Master Account
1. There will be only one master account.
2. Assistant Manager Mediation will be user of Master Account.
3. He/She will be responsible to address complaints about invalid
PIN, Wrong Scratch of cards.
4. He/She will maintain record on cards adjustment.
5. He/She will not authorize for creation of new users/Assign rights
to existing prepaid voucher System user.
c. Card Activation Account
1. Due to 24/7 request from AOTR, duty roster will be maintained
for card activation, multiple accounts will be created. Manager
CvBS will sign the duty roster and attach with card activation
record register.
2. Duty staff will use his/her account for Activation of cards.
3. He/she will accountable for transaction from his/her account.
4. Card Activation User has no right to alter system (SCO Prepaid
Voucher System) logs.
d. Revenue Section User
1. 1X User for Revenue Section will be created.
2. He/She can query activation of cards logs and new pins created
log of all franchises for monthly reconciliation.
3. He/She cannot perform any adjustment.
4. He/She cannot activate cards.
4.4 Prepaid Cards Monthly Reconciliation

Revenue section will perform monthly reconciliation of prepaid cards

activation and creation. Revenue section will process monthly reconciliation
report on minute sheet for approval from CA.

a. Billing team will maintain prepaid card activation and PINs

creation register and digital record of the Prepaid Card activation
and PINs creation.
b. A separate account on prepaid voucher cards will be created for
Revenue section with read only rights.
c. AOTR will send franchise wise cards prepaid card sales report to
Revenue Section before 5th of each month.
d. Revenue Section will reconcile the AOTR prepaid cards sales
report with prepaid voucher System to ensure sale of the
voucher cards.
e. Revenue Section will also make sure all transaction made from
defined user rights.
f. Revenue Section will process monthly reconciliation report to CA
for approval.
Annex A (SLoad Transfer Log Register)
Sr.No Date Region Franchise Name Transacti Amount Email/letterNo Demand Sign.
on Type Ref Draft No
1 11/11/ Ahmad Purchas 4,000,0 From
2021 Comm e 00 aotrgb@sco.g
ov.pk
2 30/11/ Kotli AJk Commis 15,235 Letter No Letter
2021 sion on No
target
achieve
ment
3 30/11/ Bagh Comm Adjustm -235 Adjustm
2021 ent ent
Reason

Annex B (SLoad Users Log Register)

Sr.No Portal User

1 Super User Senior Manager(Mehar kashif)
2 Master User Khaula Khawer
3 Sales Manager Sales
Mr. Sohail
Mr.Waqas
4 Revenue Sec PD RAFM
Mr. Atif Ahmad
5 CvBS/Billing Team CvBS Team
Mr. Jawad, Miss Nawal,Mr Ihsan, Mr
Rashid, Mr Sajid
Annex C: (Prepaid Cards Activation Log Register)
Sr.No Date Region Franchise Name Transacti Amount Email/letterNo Demand Sign.
on Type Ref Draft No
1 11/11/ Ahmad Activati 4,000,0 From
2021 Comm on 00 aotrgb@sco.
gov.pk
2 30/11/ Creatio 15,235 Letter No Letter No
2021 n

Annex D (Prepaid Voucher System Users Log Register)

Sr.No Portal User

1 Super User Miss Khaula Khawer
2 Master User Mr Fahad Hussina
3 Revenue Sec PD RAFM
Mr. Atif Ahmad
4 CvBS/Billing Team CvBS Team
Mr. Jawad, Miss Nawal,Mr Ihsan, Mr
Rashid, Mr Sajid
SLoad Transfer Flow

AOTR will deduct Tax if

SCO Billing team will
Franchise will provide applicable and send SLoad
Transfer Load and confirm
demand draft for Sload transfer request to Billing
to AOTR and Marketing
Purchase to AOTR sec with infor to Marketing
team
Branch

1. Franchise will forward demand of S-Load to respective AOTR with info to

Regional Sales Manager along with demand draft/pay order or online
transfer receipt in specific acct provided by AOTR.
2. AOTR will fwd the request to HQ SCO billing section with info to marketing
branch (sales & supply chain) section.
3. Billing section will transfer requested S-load to master SIM of respective
franchise HQ SCO Billing section will maintain the records of all type of
SLoad Transaction on Register as per format at Ann A.
4. Billing section will confirm to AOTR and Marketing Team through reply
email
Prepaid Card Activation Flow

AOTR will deduct Tax

if applicable and send Billing Sec will activate
Franchise will provide
card activaiton cards and inform to
Demand Draft for
request to BIlling Sec AOTR and Marketing
Prepaid Cards to AOTR
with Info to Marketing Branch
Branch

1. Franchise will forward demand to purchase prepaid cards to respective

AOTR with info to Regional Sales Manager along with demand draft/pay
order or online transfer receipt in specific acct provided by AOTR.
2. AOTR will fwd the request to HQ SCO billing section with info to marketing
branch (sales & supply chain) section.
3. Billing section will activate card and will maintain the records of all type of
cards activation register as per format at Annex C.
4. Billing section will confirm to AOTR and Marketing Team through reply
email