verizon dominicana and metasolvdpnm.postech.ac.kr/papers/tmw/tmw2004-longbeach... · verizon...

Verizon Dominicana and MetaSolvA Successful OSS Partnership

Carlos RisiOSS Manager

Verizon Dominicana

© 2002 MetaSolv Software, Inc. Proprietary and Confidential Information.

Agenda

• Background– Where we are Located ?– Verizon Dominica

• Service fulfillment challenges– Approach to solving the

challenges– Provisioning technology

adopted• Implementation

– Experiences – Benefits Seen


Country - Dominican RepublicSport - Track & FieldEvent(s) - 400m Hurdles

World Champion 2004

Country - Dominican RepublicSport – BaseballEvent(s) – 66 Homeruns (1998)

Country - Dominican RepublicSport - Baseball Event(s) – 3 Cy Young

Country - Dominican RepublicBeaches, Cerveza, Merengue

Is This familiar ?Dominican Republic


Verizon Dominicana

• One of 4 Telecom Players in a fiercely competitive and highly regulated market

• Services provided– Wireline and Wireless– Local and Long-distance – Data and Internet services – to both residential and commercial

customers• Modern Network (> $750M invested

since 2000) with more than 2M lines in operation


Verizon Dominicana

• VERIZON’s most profitable international operation.• Founded in 1930. Recent milestones include:

– 1987: pioneers offering celular service in Latin America

– 1994: first SP deploying integrated Operations Center– 1995: Internet Service introduction in D.R.– 1996: pioneers offering Internet ADSL in D.R– 2000: pioneers introducing Data Mobile Services in

the market– 2002: CPN – Cisco Powered Network– 2002: First Dominican SP in the NAP of Americas

• Sole Full Service Provider with voice/data/broadband/wireless services

• 2004 Revenue: $700M• Mature operation with average growth 9% YoY.


Service Provider Challenges

• Provide an entire OSS infrastructure– Consolidate separate entities & OSS systems– Existing systems unable to provision next

generation services– Integrate additions to the solution set

• Demand for data services – Increased complexity - delays– cost of provisioning

• Improved asset utilization and control • New provisioning challenges

– Manage complex processes which are manually intensive and change constantly

– Implement and Manage with small staff


Approaches

• An OSS reference architecture– Highly Integrated and Competitive

Solution– Proven track record– Support for current & next generation

services– Support current and future volumes– Roadmap aligned with our OSS strategy– Growing R&D investment

• Choosing the right partners– Product vendors and integrators– With extensive experience and

financial stability

• Implementation– Solid Support– Phased approach to implementation– Rolling out additional services and

networks

Q3/02 Q2/03 Q4/03 Q4/04

Activation for Wireless Prepaid

Ordering, Provisioning, Operational Reports, Network

Design and Integrated Workflow

DSL ActivationTMS & SLA Management

Phase 1 Phase 2 Phase 3 Phase 5

Q3/04

Frame Relay, XDSL, DIA Activation

Phase 4


Verizon DominicanaOSS Architecture

ActivationVoice

Order Taking

Voice & Data

NE’s

CRM

SERVICE

RESOURCE

POTS InventoryDomain POTS

Legacy SystemPOTS Design


Legacy SystemData Design


Legacy System-Workflow


Legacy System-Order Entry

Manual Process

Manual Process

Manual Process 30 d

ays

proc

ess

VoiceActivation

Activation ASAP

Order Taking

Voice & Data


Legacy System-Order Entry

NE’s

CRM

SERVICE

RESOURCE

LegacySystem

POTS

-Order Mgmt

-ISP/OSPInventoy

-DESIGN

MSS

DATA

- Order Mgmt

-ISP/OSP

Inventoy

-DESIGN

Automatic API

Automatic API

6 da

ys p

roce

ss


Solution Adopted

• Service Management– Unifies complex processes facilitating end-to-

end management of service orders– Coordinate activities of all systems and users

involved in the management of the network• Network & Services Inventory

– Allows Verizon to accurately manage network inventory levels and to ensure network resources are available for service provisioning

– Provides assign/design capabilities• Service Activation

– Provides Verizon with a single intelligent platform for flow-through service activation for all network types / elements

– Layer 1,2,3 or other emerging services


Implementation Experience

• The Challenge – process management– Unify provisioning processes across three

operating entities• How we addressed this

– Definition of the desired processes– Selected single process control system for all

services• Experience

– All users follow the same process– Greater order volumes being provisioned (10X)– Reduction in provisioning errors



• The Challenge – end user adoption– Getting end-user to believe that new systems

and processes will make their job easier• How we addressed this

– A single system deployed across all users– Consolidation of all provisioning processes– End user training

• Experience– Training prior to roll out– After a week of roll out, users liked new

system and wouldn’t return to the old systems



• The Challenge – provisioning volumes & network convergence

– Improve speed and accuracy of activating • next generation services over existing network infrastructure e.g.

Broadband DSL services• Over our multi vendor networks, e.g. Lucent, Cisco etc.

• How we addressed this – Implemented ASAP to automate service activation– System supports current & next generation services – layer 1,

2, 3 & others)• Initial roll out for DSL• Extending to include xDSL, Dial-up, DIA, and Wireless in next

phase

• Experience– 24x7 automated provisioning of DSL services– Activation volumes have increased significantly (10x)– Easily extended to support our networks and services


0%

50%

100%

150%

200%

250%

300%

350%

400%

< 1 Day < 3 Days < 7 Days < 11 Days > 11Days

Prod

uctiv

ity In

crea

se

0

200

400

600

800

1000

1200

1400

1600

Ord

ers Productivity

Old EnvMSS

Results

• Revenue generation– Increased synergy between marketing &

operations– Reduction of time to market of data services– Standardized provisioning increased sales

teams ability to sell products

• Customer Engagement– Improvement in customer care– Higher customer retention

• Cost management– Capacity management– Reduction of provisioning time

2 5 17 35 82113

299

602

934

1479


Results

• Customer Engagement/Revenue Generation– Improvement in customer care– Higher customer retention– Reduction of time to market of data services

• Cost management– Capacity management– Decrease in Provisioning interval

PROVISIONING Before MSS Goal MSS Goal MSS YTDPROCESS MSS 2002 - 2003 2004 2004

Order Entry 3 2 1 1Design and configuration 4 3 1 1Frame Wiring 4 3 2 2CO/Field Installation 10 8 5 3Billing Date 3 2 1 1Total Days 24 18 10 8

* As of September 13th 2004 Average of customers with existing Lines

ADSL Instalation

Metrics


Lessons Learned

• Executive sponsorship key to success• Measure what you are planning to improve• Get customers involved from the beginning.• Multifunctional team. It is a corporate project!• Change management is key to evolving culture• Listen to your users, fix their problems, train them.• Don’t rush… transformation takes time • Test before you go live (8 weeks)• Last but no least… use your investment!

Thanks…

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