SERVICE RELIABILITY AND QUALITY

We now serve 10.4 million internet customers with 19GB average monthly data usage on our network. As data demand continues to rapidly increase, we remain committed to provide a quality and consistent network experience for customers. In line with JENDELEA* ambitions, we expanded our nationwide 4G plus network footprint to cover 92% of the population with 4G LTE, 75% with LTE-A, and grew our fibre network to 9,981km.

* JENDELA (Jalinan Digital Negara) was formulated collectively by the industry players and the Government to improve network coverage and broadband experience.

Access

9,890 network sites

9,881 kilometers fiber network

92% 4G LTE population coverage

75% LTE-A population coverage

Adoption

8.7 million internet users

19 GB average data usage

Governance

The Quality of Service (QoS) function under the Regulatory team works together with the Network and Technology team to ensure optimum levels of service reliability and quality. Jointly, the teams spearhead necessary backup and mitigation activities during challenging circumstances to ensure network readiness. In parallel, a dedicated Customer Management team monitor customer concerns and escalates to the QoS function for the necessary interventions.

Key Initiatives

Modernising Our Network

Ensuring high availability of reliable network services at critical and high demand locations
Expanding ultra-fast and unlimited fiber-to-the-home (FTTH) to consumers
Partnered with ZTE for nationwide Radio Access Network (RAN) modernisation, to enhance our network capacity and deliver improved user experience, including automated power savings features
Prepared a future-ready network by upgrading Digi’s sites with the latest 5G technology
Exploring use cases and verticals that can benefit from 5G in a collaborative approach with 5G Demonstration Project

New Operating Models

Increased operational efficiency and flexibility by migrating IT processes to partners to establish Common Delivery Center for IT (CDC-IT)
Digi’s new Business Tower Unit to ensure efficient roll-out of next-generation networks, and optimisation of resources and standardised site design

Innovation

Implementation of Data Network Analytics (DNA) to better address customers’ network experiences, and to provide predictive intelligence – allowing our teams to have prior knowledge or view of an issue with the network prior to escalation by the customer. The solution captures network experiences and usage patterns in real-time (low throughputs and drop calls among others), including the common mobile applications and device types usage. These data points are immediately logged for further mitigation. The data obtained are also tabulated as a Customer Experience Index (CEI) that measures the subscriber experience and Customer Quality Insight (CQI), which provides qualitative insights such as detection of growing trends of poor experiences or prediction for optimisation of network capacity during peak hours
In partnership with Ericsson, we developed the Network Status Checker to empower customers to perform a self-check to attain the live health status of their mobile network. The site also features self-guided troubleshooting tips and service alerts to notify users ahead of any outages, planned upgrades or maintenance downtime. Head on to the Network Status Checker page here

Operational Efficiencies

Roadmap to adopting more PV solar and hybrid solutions to existing battery and generator power source for remote off-grid sites
Conversion of 55 fuel powered off-grid sites to grid power
Usage of lithium iron battery to replace diesel powered generators at off-grid sites
21 Base Station Controllers Consolidated and shutdown
699 indoor sites converted from air-cond to exhaust fan
Switched-off 21 and replaced 51 ageing air-cond units in TOCs
Software upgrade to the RAN network to unlock new capabilities and features

Performance

Trusted service provider to 10.44 million customer
Most consistent network – Overall #1 in 4G download speed and across 13 states^*
Continued optimisation and quality management (layer and traffic balancing) to ensure consistent service quality - #1 on consistency and throughput^*
Consistent 4G LTE download speed of 29.36 Mbps (download speed in H2, 2020^*)
Efficient management of our spectrum portfolio – Increased spectrum efficiencies by +4% to +20%

^* Measured via third party crowdsourcing data

SERVICE RELIABILITY AND QUALITY

Access

Adoption

Governance

Key Initiatives

Performance

GROWTH

EFFICIENCY AND SIMPLICATION

WINNING TEAM

RESPONSIBLE BUSINESS