Information Security Level 1 – Confidential© 2012 – Proprietary and Confidential Information of Amdocs

Business Flows

Use cases

Amdocs GSS

Information Security Level 1 – Confidential© 2012 – Proprietary and Confidential Information of Amdocs

The O2A Maturity ModelFrom problem solving to a business enabler

valu

e

Ping Pong

ProblemResolution

ProblemPrevention

BusinessImprovementC

ost

Low operation efficiency High Revenue leakage

High operation efficiency Low revenue leakage

Information Security Level 1 – Confidential© 2012 – Proprietary and Confidential Information of Amdocs

Improve O2A Flowthrough via focus on KSU root cause analysis (RCA)Use case #1 – Tier 2 EMEA Service provider

3

Challenge

Solution

Results

High ratio of orders fallout and stuck orders

• E2E flow analysis (BSS/OSS)

• Creating monitoring tool and dashboard

• Identify orders stuck during the Provisioning process

• Building interface to OSS for getting accurate and specific status from the

relevant network elements (KSU)

• Identify abnormal trends and specify the specific network element that causes

the problem (e.g. HLR, OTA)

• Sending notifications (email and SMS) based on configurable thresholds

• Fixing the network element

5% order fallout

1.8% order fallout

- 65%

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B2B increased operation efficiency and improved customer experienceUse case #2 – Tier 2 EMEA Service provider

4

Challenge

Solution

Results

• High ratio of mass orders fallout

• Cumbersome and inefficient bulk activities (e.g. manual complicated files)

• Long order handling time

• Large team at back office for mass orders

• Conflict of interests between the Service Provider and the BPO vendor

• Creating an automatic ‘cloning’ tool that can ‘clone’ ordering activities for

mass of subscribers

• Designing dedicated screens and providing patterns for ordering activities

• The user performs activity once and the system clones it for all given

MSISDNs (specific or range)

100% order creation success

65%

60% order creation success

- 95%

Back log operation team

Only 7 minutes for creating a bulk ordering

activity

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Re-engineering and automating processes Use case #3 – Tier 1 NA Service provider

5

Challenge

Solution

Results

• Consolidated systems and LOBs cause high number of fallouts (~4 millions

order fallouts a year)

• Strong growth of customers base along with numerous products and services

• Orders are not been closed not properly – high reopen rate

• E2E flow analysis (BSS/OSS)

o Data capture issues, mainly due to missing network elements & systems info

o Categorize missing information types (e.g. location codes)

• Creating tools that check missing information and complete it automatically

• Re-engineering of the delivery process to ensure that orders are closed upon

accomplishment only

Order fallout reduction

- 10%By

Permanent fixes

- 28% By Automation

Information Security Level 1 – Confidential© 2012 – Proprietary and Confidential Information of Amdocs

Improving O2A through channels managementUse case #4 – Tier 2 EMEA Service provider

6

Challenge

Solution

Results

• High volume of Self Service orders fallout

• Delay in ordering actions that created in self service (e.g. activation)

• Inaccurate data among systems (Self Service and Ordering)

• Customers cannot use the Self Service more than once a day

• Self Service ordering flows analysis

• Finding out that the interface between Self Service DB and Ordering is

cumbersome and has significant delays (1-7 days)

• Reorganizing subscribers and ordering information for ease and fast retrieve

• Implementing PWX tool (Informatica) that can access DB, retrieve and

process information in real time

• that can access DB, retrieve and process information in real time

Information traffic

- 80%

Smooth ordersand fallouts reduction

Increase use and reliability of

self service channel

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Improve operation - focus on business needsUse case #5 – Tier 2 EMEA Service provider

7

Challenge

Solution

Results

• Difficulties in following the MNP regulations due to lack of coordination with

mass activities

• Transfer time must be completed within 10 minutes

• Service provider pays penalties for its inability to follow MNP regulations

• Analysis of the MNP SLA breaching

• Creating a daily report that shows the working plan and workload during the

day

• Proactive identification of workload peaks (e.g. mass exchange)

• Prioritize activities based on the regulator’s SLA in real time

MNP transfer time doesn’t exceed the regulator’s SLA (10 minutes)

Information Security Level 1 – Confidential© 2012 – Proprietary and Confidential Information of Amdocs

Tools and training for smooth resolution Use case #6 – Tier 1 NA Service provider

8

Challenge

Solution

Results

• Many fallout orders are missing their original due date

• Improve ‘one touch’ resolution through cross training across product lines

back-office operation

• Provide access and view to other teams’ systems in order to reduce referrals

to other departments

• Implementing Exception Management System (3rd party) for routing logic and

prioritization improvement

Order readiness due date

10%

Information Security Level 1 – Confidential© 2012 – Proprietary and Confidential Information of Amdocs9

Thank You