information security level 1 – confidential © 2012 – proprietary and confidential information...
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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%
Information Security Level 1 – Confidential© 2012 – Proprietary and Confidential Information of Amdocs
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
Information Security Level 1 – Confidential© 2012 – Proprietary and Confidential Information of Amdocs
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
Information Security Level 1 – Confidential© 2012 – Proprietary and Confidential Information of Amdocs
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