As transforming to be an information and communication technologies (ICT) services provider, Chunghwa Telecom Co. (CHT) has developed a set of operations support systems (OSS) and business support systems (BSS) to help promote these new businesses. These OSS/BSS are designed inherently to automate the service provision processes and workflow among pre-sale, in-sale and after-sale. By this way, CHT successfully ensure the consistency of data and reduce the cost of human resource. In this paper, we primarily talk about the role of workforce management process in the whole ICT OSS/BSS picture, as well as the concept of system design and implementation. In additional, we illustrate some specific functions designed in workforce management system (FORCE) like flow configuration platform, all-situation notification scheme, contractor dispatch, and so on, in the case of iEN (intelligent Energy Network) service provisioning processes. By the flexible and modularized design, we can efficiently shorten the system development time to meet the schedule of new launched ICT service.
Workforce Management Intelligent Energy Network Demilitarized Zone