Open APIs: Pathway to Becoming a Customer Centric and Data Driven Organization

Transcription

1 Open APIs: Pathway to Becoming a Customer Centric and Data Driven Organization Richard Jeffares, COO, Ultrafast Fibre Greg Tilton, Founder DGIT Systems 2017 TM Forum 1 May 2017

2 Case Study Page Case Study Handbook UFF USES FRAMEWORX AND APIs TO PUSH NPS TO THE TOP and-analysis/tm-forum-case-study-handbook digital-business-make-leap/ 2017 TM Forum 2

3 Video Opening from Richard Jeffares TM Forum 3

4 Case Study Context Who: Ultrafast Fibre, an open-access wholesale fiber utility and leading player in New Zealand s nationwide Ultrafast Fibre Broadband initiative What: Transformation of business processes and OSS to implement automated order-to-activate end to end within six months How: Implemented TM Forum-certified Service Delivery Platform and the Forum s Open APIs to implement a catalog-driven solution which supports an Omni-Channel Model 2017 TM Forum 4

5 How UFF Uptake Has Accelerated from Plan UPTAKE In 2013, IDC the global research group modelled scenarios for potential FTTH uptake in New Zealand. Ultrafast Fibre s current uptake trajectory comparison UFF Act/Forecast Uptake Vs IDC Cases 70.0% 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% FY14 FY15 FY16 FY17 FY18 FY19 FY20 IDC Optimistic 16.6% 18.2% 23.0% 32.6% 41.4% 47.3% 52.6% IDC Baseline 8.2% 10.5% 13.8% 19.2% 28.2% 36.7% 43.9% IDC Pessimistic 3.0% 5.2% 8.0% 11.5% 16.6% 25.0% 34.1% UFF Act/Fct 5.9% 13.2% 28.0% 46.0% 57.0% 62.0% 65.0% 2017 TM Forum 5

6 Business Objectives of Transformation End Customer Submit Order Retail Service Provider (Servco) 1. Track and manage all business interactions. 2. Keep the customer informed. 3. Get it right first time. 4. Increase NPS B2B API Call Centre Portal Submit Order Wholesale Service Provider (Netco) Land Stakeholders Field Force 2017 TM Forum 6

7 Transformation Results NPS up from -46 to +25 average lead time for fulfilment down by 33% 20% decrease in volume of rejected orders missing or lost order phenomenon reduced to zero 20% reduction in work effort to fulfill orders 60% decrease in the number of tools used by operations staff 50% reduction in errors in data 2017 TM Forum 7

8 Imperatives of Omni Channel (GB994) Channel Choice based on Customer Preference Dynamic Web Portal TMF Open APIs Front of House Channel Hopping State is maintained behind the API Choose & Change Stateless channels can be used interchangeably Deliver in Context Catalogs make the correct offers available to correct parties 2017 TM Forum 8

9 Omni Channel Mapping to UFF Source GB994 Omni Channel Guidebook B2B APIs Field operations 2017 TM Forum 9

10 Target Wholesale Omni Channel Model Identity Management DESIGN TIME Catalog & Specification Party Process Build Internal Systems Mobile Apps OPEN REST APIs Order Catalogue ORCHESTRATION Orders Active Inventory Web Portals Ticket Inventory Lifecycle Tasks Events Process External Systems (B2B) Appointment Address Appointment Task Qualification Lifecycle Slots Skills Region Dynamic Portal Event Party Lifecycle Ticket Tasks Events Process 2017 TM Forum 10

11 MEF LSO AN OMNICHANNEL PERSPECTIVE PARTNERING PLATFORM FOR MEF SERVICES CATALYST ON TMF LIVE 2017 COMPONENTS COMMUNICATIONS SERVICE PROVIDER (CSP) DEMONSTRATION STEPS CUSTOMER MEF CANTATA [WEB PORTAL] Hypermedia Catalog MEF SONATA [B2B] APIS PARTY CATALOG ORDER INVENTORY ORDER ORCHESTRATION TMF ORDER API v2.0 [REST JSON] BILLING Create Order Add Sites & Qualify Add & Configure Order Items MEF SONATA [REST JSON] - TMF ORDER API v2.0 + MEF ORDER EXTENSIONS Submit Order NETWORK OPERATOR A NETWORK OPERATOR B Run Network Design Raise Network Orders NETWORK / INVENTORY MODEL DEMONSTRATION ORDERING SCENARIO Issue Partner Orders TMF ORDER API v2.0 + MEF EXTENSIONS OVC-ENNI OVC-UNI Await Partner ETHERNET VIRTUAL CIRCUIT Close Orders & Bill Review Network Topology TMF ORDER API v2.0 + ORDER EVENTS 51 SERVICE DESCRIPTION OVC-ENNI OVC-UNI Review Billing System ENNI OPERATOR VIRTUAL USER NETWORK CIRCUIT INTERFACE 2017 TM Forum 11

12 Catalog s and Wholesale Omni-Channel Acknowledgement : Sample Message from MEF data model V4 contributed by Orange ProductOrder API JSON schema extensions are used to describe products The Dynamic Portal calls the catalog and renders screens from Templates Order Orchestrator Web Portal Order API Industry Catalog (ie MEF) Service Provider Catalog The The B2B buyer buyer calls calls the the catalog catalog entry entry using using URL URL/hyperlink the message in the message simplifying catalog integration 2017 TM Forum 12

13 Summary UFF implemented a Frameworx based catalog driven solution Built on Dynamic APIs Immediate benefits of Transformation realised Expanding the use of their new Omni-Channel model will further enhance and customer satisfaction Read about it in the TMF 2017 case study handbook P.40 Visit the Partnering Platform for MEF Services Catalyst to see the APIs 2017 TM Forum 13