PCCW Captures IT Excellence Gold Award for New Customer Service Application

Plans to market time-slashing 'Dynamic Work Force Management System' to industries and utility companies

Hong Kong, December 14, 2000 - PCCW (SEHK 0008) today announced the Company has received the Gold Award in the Application Category of IT Excellence Awards 2000, organized by the Hong Kong Computer Society.

The Gold Application Award honors effective in-house information technology applications that increase competitive advantages of products and services. PCCW won this year for its "Dynamic Work Force Management" (DWFM) System, which demonstrated quantifiable improvements in field service operation, workforce mobilization and customer services.

Developed by PCCW's Business eSolutions team to meet Customer Services needs, the system currently supports more than 2,000 field engineers of PCCW's consumer voice, data and broadband services.

PCCW-HKT Managing Director of Telecommunications Services Roy Wilson said the DWFM system saves time for both a company and its customers.

"With the built-in testing capabilities of the system, PCCW's on-site services have been shortened from an hour to 20 minutes on average," said Mr. Wilson. "It allows customers to re-schedule appointments as they desire, and, thanks to our advanced mobile computing technology applications, allows field engineers to fill on-the-spot service orders made by customers."

Thomas Siu, President of PCCW's Business eSolutions, said the Company plans to offer the award-winning system to the vast array of industries and public utility service providers looking to enhance field workforce management, business operation productivity and customer satisfaction.

"PCCW's objective is to help businesses maximize productivity and fully capture the e-business benefits and opportunities in today's digital transformation era," said Mr. Siu. "DWFM demonstrates PCCW's strengths in convergence of IT, IP and telecommunications technologies, as well as integrating mission-critical complex systems and innovative solutions."

PCCW's current application of DWFM covers the Company's customer front offices, service management centers, field-service technicians, outside plant services and exchange operations.

"DWFM has proved highly popular with our workforce and customers," added Mr Wilson. "The winning of the award once again demonstrates PCCW's continuous efforts to bring to customers the best service quality through innovative deployment of IT, which forms an increasingly important element of our corporate strategy."

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About the Dynamic Work Force Management System

DWFM is built on an advanced integrated platform, converging web-based applications, wireless and GSM data communication technology. Using a handheld PC (Mobile Client) equipped with mobile card phones, field service staff will benefit from highly secured real time data retrieval of information on assignments, work planning and inventory assignment anywhere at any time without having to communicate to the control centre via phone calls. They can also instantly report on-site work progress, enabling the control centre to more efficiently address customers' enquiries about their appointments.

About PCCW

Pacific Century CyberWorks, the Hong Kong-listed flagship of the Pacific Century Group, is one of Asia's leading integrated communications companies. Building upon its market-leading position in Hong Kong, PCCW intends to accelerate growth throughout the Asia-Pacific region and create shareholder value by leveraging the synergies between its core businesses. Among those businesses are: telecommunications services (PCCW-HKT); mobility and connectivity services; broadband interactive services (B2C); business-to-business services; infrastructure services; and data center/web hosting services.

To learn more about PCCW, go to

For more information, please contact:

Virginia Wong
PCCW Business eSolutions
Tel: 2888 8176
Shirley Tam
Tel: 2888 2092