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Dialog Axiata wins Customer Experience and Trust Award

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Taking a leap forward in establishing its identity as a global customer experience champion, Dialog Axiata PLC, Sri Lanka’s premier connectivity provider, in partnership with Axiata Digital Labs (ADL), were recipients of the coveted Customer Experience and Trust award at the TM Forum 2020 Excellence Awards.  

With over 15 million customers and an expansive product portfolio, Dialog automated the top 80% of its manual processes which enabled it to gather and respond to customer feedback with strong digital customer experiences across all channels. As a result of this, the company was able to achieve 100% automation of distribution channel activations, over 70% of retail operations were paperless, 60% of its postpaid customers moving to e-bill, 50% of all payments collected via app, web, kiosks, IVR & other digital channels. 

The TM Forum Excellence Awards recognizes global companies for their innovative achievements spanning digital transformation, business and IT agility, customer centricity, cross-industry partnering and collaboration, and product and service innovation. Under its eight categories, the Customer Experience and Trust Award recognised companies that are creating and managing complex digital services to deliver greater customer experiences, build trust and loyalty, and ensure business growth. This watershed moment for Dialog Axiata saw the company and ADL beating global industry giants to emerge joint champions.

Speaking on this remarkable achievement, Group Chief Customer Officer of Dialog Axiata PLC, Sandra De Zoysa said, “We are both honoured and humbled by this global accolade by TM Forum. Digitally transforming our customer service channels has empowered our customers to choose how and when they interact with Dialog giving them total control and flexibility. This simplification, automation and digitisation ensured that our employees have a more pleasant experience when serving our customers and that they are enabled to complete their work with minimal effort. Finally, I would like to thank our customers for placing their trust in the Dialog brand, without whom we would not have had these amazing opportunities to showcase Sri Lankan talent globally.” 

The TM Forum is the global telecommunications association of service providers and their respective suppliers in the industry and has a membership of 850 companies from 180 countries. The global telecommunications industry generates over two trillion in revenue and has a customer base that exceeds 5 billion subscribers. 



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Business

National Trade Facilitation Committee Secretariat to be established

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The NTFC review meeting in progress

In an effort to accelerate trade facilitation commitments and bolster the business landscape in Sri Lanka, a high-level review of the National Trade Facilitation Committee (NTFC) was conducted at the Presidential Secretariat on Wednesday (7).

The review focused on assessing the progress of trade facilitation commitments and scrutinizing the performance of the NTFC Secretariat. The private sector also voiced their views on expediting actions to ensure the completion of measures ahead of the projected timeline of 2025-2030.

In order to streamline compliance and optimize performance, several directives were issued during the meeting. Firstly, it was decided to establish the NTFC Secretariat under the supervision of the Ministry of Finance. Secondly, immediate measures to be taken to address the staffing requirements of the Secretariat and lastly, the budget allocated for the NTFC Secretariat in 2023, currently under the Department of Customs, was to be transferred to the Ministry of Finance to prioritize pending actions such as the development of the NTFC website and progress reporting system.

During the meeting, deliberations took place concerning the proposed National Single Window, a system aimed at simplifying and expediting trade processes. The participants agreed to expedite the submission of the proposal in a sequential manner to ensure its swift implementation.

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PM discusses ADB future projects in Sri Lanka with ADB DG and new Country Director

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Asian Development Bank’s (ADB) Director General for South Asia Kenichi Yokoyama and newly appointed Country Director Takafumi Kadono held discussions with Prime Minister Dinesh Gunawardena on Thursday (June 8) at the Temple Trees in Colombo.

The Prime Minister, while welcoming the new Director General thanked the outgoing DG, Chen Chen for the support extended to Sri Lanka during the height of Covid pandemic and the economic crisis. He thanked the ADB for extending short term, immediate contingency support which has helped Sri Lankan economy to recover from the unprecedented crisis within a short period of time. ADB loan funds amounting to USD 380 mn were targeted for enhancing fiscal space and efficient public financial management system as well as strengthening the SME sector with access to finance. Further USD 250 mn was obtained as budgetary support to develop Capital Market.

The Prime Minister made a special mention about ADB’s US$ 333 million emergency assistance to support import of essential items such as fertilizer, medicines and chemicals for water treatment, working capital support to SMEs, and cash transfer to most poor and vulnerable to mitigate the impact of economic crisis.

ADB Director General for South Asia Keinichi Yokohoma, praised the recovery made by Sri Lankan economy and briefed the Prime Minister about the ADB’s mid-term and long-term projects for economic progress and infrastructure development.

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ADB provides Sri Lanka access to concessional financing to facilitate sustained and inclusive recovery

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Kenichi Yokoyama, Director General of ADB's South Asia Department

Low interest -rate financing broadens country’s options to bridge urgent development financing needs

ADB support now comes in concessional and market-based financing, technical assistance, policy advice, and knowledge solutions

The Asian Development Bank (ADB) has approved the eligibility of Sri Lanka to access concessional financing. The availability of concessional assistance, offered at low interest rates, broadens Sri Lanka’s options to bridge its urgent development financing needs to restore economic stability and deliver essential services, particularly to the poor and vulnerable.

Eligibility for concessional resources among the developing member countries of ADB is based on gross national income per capita and creditworthiness. ADB’s decision was considered based on a request from the Government of Sri Lanka in view of the severe and unprecedented economic crisis that has reversed hard-won development gains.

“ADB is committed to further enhancing its support for the people of Sri Lanka as the country responds to this deep crisis that has severely undermined their livelihoods and well-being,” said ADB Director General for South Asia Kenichi Yokoyama. “The availability of concessional assistance will help Sri Lanka to lay the foundation for economic recovery and sustained, inclusive growth.”

Sri Lanka is now eligible for ADB support including concessional and market-based financing, technical assistance, policy advice, and knowledge solutions that together comprise a comprehensive suite of options to address the crisis. Access to concessional financing will also ease debt servicing pressures through more favorable lending terms.

ADB is committed to achieving a prosperous, inclusive, resilient, and sustainable Asia and the Pacific, while sustaining its efforts to eradicate extreme poverty. Established in 1966, it is owned by 68 members—49 from the region.

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