Insider Spotlight
Rather than incremental upgrades, the country’s largest integrated telco is pursuing a deep transformation of the operational support systems (OSS) that underpin everything from service provisioning to network resource management.
The effort aims to make PLDT’s network smarter, faster to adapt, and more resilient as new technologies and services come online.
Why it matters
Modern telecom networks are no longer judged solely on coverage or speed. Agility—the ability to respond quickly to issues, scale efficiently, and launch new services—has become a competitive differentiator.
This push recently earned PLDT global recognition after it was named a Network Transformation Icon for Growth at the 2025 Fast Mode Awards, making it the only Philippine telco recognized among this year’s winners.
The award highlights PLDT’s multi-year OSS Transformation Program, a modernization initiative running from 2024 to 2027.
What’s driving it
PLDT’s OSS Transformation Program is migrating legacy systems to a cloud-based, AI-enabled environment.
Working with Amdocs, Microsoft, and Amazon Web Services (AWS), the company is redesigning how customer support, service activation, and network operations are managed across PLDT and its wireless arm, Smart Communications.
“This award affirms our ongoing efforts to build a smarter, more responsive, and more secure network for every Filipino,” Gilbert Gaw, first vice president and head of the Information Technology and Transformation Office, said in a press release on Jan. 7, 2025.
“The OSS Transformation is more than a technology program. It is an investment in the country’s digital future and a reflection of the PLDT Group’s commitment to deliver meaningful connections that uplift lives.”
Between the lines
Even at an early stage, the transformation is already changing day-to-day operations. PLDT reports improvements in how customer requests are handled across key business units, leading to smoother workflows and better customer experience.
The migration of network records into a centralized system has also improved data accuracy and set the stage for greater automation.
What’s next
As more tools and workflows are modernized, PLDT expects to gain greater flexibility in rolling out new technologies and responding to market shifts.
The end goal is a network that can evolve as fast as customer needs—and as fast as the digital economy demands.
Bottom line
By rebuilding the systems behind the scenes, PLDT is positioning its network not just to perform, but to adapt—a strategy now drawing global attention as it shapes a more connected, future-ready Philippines. —Vanessa Hidalgo | Ed: Corrie S. Narisma
