Telco du Keeps UAE Connected during COVID-19

Every day at 6 am in the UAE, there is a team of Tata Consultancy Services (TCS) field engineers on-site at the warehouse of leading telecom operator du (from the Emirates Integrated Telecommunication Company), taking morning briefings and collecting the required stock for the day’s operations. Adhering to social distancing protocol, each member of TCS’ Cognitive Business Operations unit team follows the established health and safety requirements in relation to protective clothing, face masks, gloves and hand sanitizing.

At the same time, TCS’ office-based staff in India, located in Pune and Kolkata, are connected from their homes using our Secure Borderless Workspaces™ (SBWS™) solution as they prepare to fulfil their responsibilities and provide all necessary support. Through proactive collaboration between these teams, the continued provision of services is ensured as du customers across the UAE experience the standard network performance they require without disruption.

Indeed, telecommunications has been categorized as an essential service in both India and the UAE following the outbreak of COVID-19, with widespread efforts being carried out in line with various precautions and guidelines. The pandemic has brought life to a standstill across the world – the UAE is no exception – and the vast majority of citizens are staying at home for work, study and entertainment purposes.

As a leading national organization and our partner in Service Assurance Service Fulfillment (SASF) field delivery for fixed line business, du immediately took many steps to ensure its network and services readiness, and that its teams are equipped to support all customers’ demands. Likewise, TCS also scaled up its operations and delivery resilience, boosting its UAE site by providing personal protective equipment (PPE) to all field engineers who interact with customers while providing services.

At present, more than 230 frontline field engineers have collaborated to deliver telecommunications services with no disruption to service standards. Furthermore, over 220 associates from TCS’s India office are providing all necessary support remotely as such business functionality becomes the new normal.

Applauding TCS’ efforts, du stated, “We would like to commend TCS for their sustained cooperation and support, especially during this critical period. As the front liners in our industry, the tremendous individual and collective efforts from everybody associated with TCS are truly appreciated. Working day and night in line with the highest professional standards, the entire team is invaluable to du as they ensure our clients and customers are satisfied. We are proud of the partnership we have with TCS and feel very fortunate that they are handling a multitude of aspects related to operational efficiency and continuity.”

“We would like to commend TCS for their sustained cooperation and support, especially during this critical period.” -du management