RISK ANALYSIS OF TELECOMMUNICATION SERVICE DISRUPTIONS AT PT TELKOMSEL
Keywords:
Risk Analysis, Telecommunications Service, Telkomsel, Service Disruption, ISO 31000Abstract
The reliability of telecommunication services had become a critical factor in supporting Indonesia’s economic and social activities. This study aimed to analyse the risks of service disruption at PT Telkomsel by applying the ISO 31000:2018 risk-management framework. The research used qualitative methods with secondary data obtained from Telkomsel’s 2023 Annual Report and official company disclosures. Risk identification and assessment were conducted based on probability and impact analysis. The results showed that Telkomsel faced four major categories of risk, namely transmission or backbone cable failure, power-supply outages at remote base stations, cybersecurity incidents affecting core systems, and natural-disaster impacts. Among these, cable and backbone disruptions together with cybersecurity threats were categorised as the highest risk level due to their significant potential impact on nationwide connectivity. The study concluded that Telkomsel’s enterprise risk management, which was aligned with ISO 31000, required reinforcement through enhanced network redundancy, real-time monitoring, and disaster-recovery mechanisms to maintain service continuity and public trust.
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