Gibtelecom Gibraltar

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Company Profile
Company Profile
Board of Directors
Senior Management
Annual Report
Gibtelecom is the leading telecommunications provider to GibraltarÌs residents and thriving business community. Since the Company was established in 2001, after a successful merger between Gibraltar Nynex Communications Ltd and Gibraltar Telecommunications International Ltd, it has greatly contributed to the expansion and advancement of telecommunications in Gibraltar. The Company is both aware of the needs of itsÌ business customers and equally of the opportunities which arise as a result of GibraltarÌs significant international financial services and e-gaming industry.

Gibtelecom provides customers with products and services matching those offered by leading telecommunications companies throughout the world. Gibtelecom's experienced and dedicated staff guarantee that customers receive a professional, customised and cost-effective service. Gibtelecom is an ISO 9001 Company, and the only Company in Gibraltar registered with the European Foundation for Quality Management. The turnover of the Company is ƒ44 million (£30 million) and it employs about 140 staff.

Gibtelecom is structured around three brands: GibWireline, GibWireless and GibConnect.

GibWireline provides fixed line telephony services to the RockÌs inhabitants. With almost 90 fixed lines per 100 population, our services compare very favourably with other territories and countries.

GibWireless provides both pre-paid and post-paid mobile phone services, with a per capita penetration of 83%. Rates have recently been reduced and there are presently roaming agreements with some 275 operators in over 90 countries.

GibConnect offers an extensive variety of Internet solutions from Dial-up and ADSL accounts to corporate internet links. Over half of the households in Gibraltar have an ADSL connection.

Telecommunications Legislation has opened the door for other operators to enter the Gibraltar market and offer their services in Gibraltar. Gibtelecom embraces the change as well as the opportunity to work in a competitive environment. This past year has seen the reduction of prices across all three brands and Gibtelecom are committed to continuing these initiatives. Amongst other innovations, Gibtelecom has invested in a high tech Network Operations Centre [NOC] operating round the clock every day of the year. This centre combines the latest computerised tracking technology with multi-skilled and professional staff, to meet the ever increasing demands of customers. The NOC not only offers technical and engineering support to e-commerce businesses 24/7, but provides efficient round the clock delivery of Directory Enquiries and International Operator services, Internet and Mobile Help Lines and Fault Reporting services for all three brands.

Gibtelecom's headquarters are at Europort, and it has operations in several other premises around the Rock: namely Mount Pleasant, New Harbours and the Haven. GibtelecomÌs Customer Service Centre in Europort underwent an impressive transformation during late 2006. The refurbishments have been aesthetically pleasing and the introduction of a new ticketing system has significantly improved the service offered to customers. Convenient multi-tasking positions have been created with fully trained Customer Service Representatives available to deal with all types of requests, from payment of monthly bills and queries to applications for new services.

One of the pillars of GibtelecomÌs success has been the development of a state of the art fibre network, which commenced when Gibraltar Nynex Communications was formed. This, together with a state of the art Internet Protocol (IP) infrastructure, meets the telecommunications demands of e-commerce customers. Gibtelecom continues to upgrade its networks and links, together with investing in new systems and services.

In April 2007, Telekom Slovenije purchased Verizon Communications (a major communications provider in the USA) 50 per cent shareholdining in the Company, whilst the other half continues to be owned by the Government of Gibraltar. Telekom Slovenije is quoted on the Ljubljana Stock Exchange in Slovenia, an EU member state which is in the Euro zone. The Group provides fixed line services throughout Slovenia, and GSM and 3G services through its subsidiary Mobitel and internet products through its subsidiary SiOL. The Group has a turnover of ƒ750 million and employs some 4000 staff.

Gibtelecom is structured into four Departments, each headed by an Operational Director reporting to the Chief Executive Officer. The Departments cover 12 functional areas headed by their respective Managers, with the Corporate Affairs Unit providing direct support to the Chief Executive Officer.

Corporate Affairs Unit amongst other things is responsible for regulatory affairs, corporate governance, internal and external communications, quality management and the Company Secretary role.

Customer Services provides a single point of contact for all customer requirements in the Europort shop and runs the automated customer billing system. Its main objective is to respond quickly, effectively and professionally to any customer requests providing a service which is comparable to other world class companies.

External Plant the main responsibility of this department is the Company's fixed network infrastructure from the main frame to the customer premises, be this on fibre or copper pairs, together with installing and maintaining customer telecommunications equipment. It also embraces the Engineering Section, responsible for planning the maintenance and expansion of the fixed line network, whether enhancing existing infrastructure or expanding it to reach new developments.

Finance Department is responsible for all receipts and payments, payroll, pensions, financial accounting, budgeting and reporting.

Human Resources Department assists the Company in building an environment where high calibre people produce quality work, adding value to all people-related business decisions. Their main functions include recruitment and selection, pay and benefits policy, training and development and health and welfare.

Information Technology Department takes care of Gibtelecom's extensive computer equipment both at a hardware and software level, to support the company's many automated functions and to maintain a safe network environment protected from outside threats such as viruses and hacking attempts. The Company runs a computerised Integrated Customer Management System [ICMS] which covers all telecommunications service orders, customer billing and an infrastructure database.

Internet Department their main role is to provide internet services, focusing on high availability circuits to major online gaming companies that are based in Gibraltar, serving their worldwide customer base.

Networks Operations Centre runs 24 hours a day, every day of the year, providing a call centre for Gibtelecom and a monitoring service around the clock for Gibtelecom's extensive networks.

Resources & Administration Department is responsible for the maintenance, refurbishment and upkeep of the Company's buildings, together with all aspects of purchasing, receiving and issuing of stock and materials, archiving of Company documents and ensuring that the Company and its employees adhere to Health and Safety policies.

Sales & Marketing amongst other things is responsible for corporate branding, marketing plans, pricing strategy, product management, promotions and sponsorships and business development.

Wireless Department the main functions carried out by this Department are operations and maintenance of the GSM and GPRS switch and network, together with the TETRA radio system for the Gibraltar Government's emergency services.

Wireline Switching Department the traditional responsibility associated with this department is the maintenance, development and configuration of the digital System X Switch serving all fixed line customers.