PLDT launches operations center to immediately respond to service outages

Telco giant PLDT opened a two-story cutting-edge facility in Makati which will oversee its fiber infrastructure and the wireless facilities of its subsidiary Smart Communications.

With the PLDT-Smart integrated operations center (IOC), the group hopes to contribute to government efforts to improve the country’s digital infrastructure to put the PHilippines at par with the rest of Asia and the world.

“We at PLDT have always talked about putting our customers first, as our North Star for all group-wide efforts. This Integrated Operations Center is just another concrete proof of that commitment, having built this facility with the goal of elevating customer experience,” said Alfredo S. Panlilio, PLDT and Smart president and CEO.

The IOC features a 30-meter-wide video wall displaying various network dashboards, which enables PLDT and Smart’s network teams to immediately identify areas affected by service outages, and proactively reach out to impacted customers, especially in the event of disasters and calamities.

It also features leisure and sports facilities, a fully stocked clinic, collaborative spaces, as well as sleeping quarters, to foster work-life balance for PLDT and Smart’s network personnel and bolster the group’s capability to keep operations running even in the event of lockdowns.

“This IOC also reinforces PLDT’s core value of ‘malasakit’ not just to our customers, but to our employees as well. We must ensure the well-being of our people, aligned with our transformation goal of elevating the PLDT Group’s profile as one of the best workplaces in the Philippines,” Panlilio said.