Ensuring a successful implementation of your MNP projects

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Ensuring a successful implementation of your MNP projects

  1. 1. This document is offered compliments ofBSP Media Group. www.bspmediagroup.com All rights reserved.
  2. 2. Ensuring a successfulimplementation of your MNP projects Summit on Mobile Number Portability Implementation and Management 15 - 16 November 2012 at the Mlimani City Conference Center, Dar es Salaam, Tanzania. 1
  3. 3. About MediafonMediafon is a Lithuanian IT/TELCO company with a wide spectrum of services and acustomer oriented attitude. Mediafon is providing professional telecommunication servicesand solutions to more than 100 operators and services providers worldwide.Services§  Carrier services§  IVR and SMS services§  Number portability services: §  NP solution implementation and administration §  Consulting services §  NPCDB – NUMLEXNP Experience§  Lithuania fixed networks (Y2004) – on side of the biggest Lithuanian fixed lines operator§  Georgia mobile networks (February Y2011) – in the role of NPC Administrator§  Georgia fixed networks (December Y2011) – in the role of NPC Administrator§  Azerbaijan mobile networks (Y2012) - in the role of NPC Administrator§  Moldova – in the role of NPC Administrator. Winner in the international tender in August 2012. NP is planned to go live in mobile networks in the 2nd quarter of 2013 and in fixed networks in the 3rd quarter of 2013 2 NUMLEX –Smart Number Portability www.numlex.com
  4. 4. Determining the standardNumber Portability processes (“best practice”) 3 NUMLEX –Smart Number Portability www.numlex.com
  5. 5. What does “the standard/typical process” mean? 4
  6. 6. Which are the common definitions of standard/ typical processes, known as best practice?§  Recipient operator oriented process (one-stop shopping) versus Donor oriented (two-stop shopping)? Probably§  With short porting time versus long? Hopefully§  With possibility to allow a long porting time, upon subscriber request? Yes§  With short cut-off time? Essential§  With fully automated validations versus manual? If Possible§  With possibility to port ranges of numbers? For sure§  With possibility to cancel porting upon subscriber request? Depends§  With possibility for the Donor operator to reject the porting? Most desired§  Simple versus complex? Hmm… Having this clear definition of the typical process, which is best practice based, why do we have so different processes in different countries? 5
  7. 7. The frequent questions, which often stay unclear when NP project starts (1) 1.  How will the numbers assigned to operators be managed? Is a transformation of the national numbering plan foreseen? Can the operators renew the information about numbering resources in a data base? Can the Regulator renew these date? 2.  Who is the owner of the first time ported number? Second time owner? Should the number be returned to the number range owner when the customer cancels his subscription with the Recipient operator? How does the answers on these questions influence the NP processes, licenses, number management and payments for numbering resources? 3.  How should the customer be identified? How to resend the Application? How to reduce mistakes in the Application? 4.  Is return of range part available? Is reverse of range part available? 5.  How does the process of reverse porting look like – returning of numbers ported by mistake? What are the conditions for operators? Should the administrator participate in this process? 6.  Can the number with negative balance (debt) be ported? Who should compensate the difference? What are the possible solutions? 6
  8. 8. The frequent questions, which often stay unclear when NP project starts(2)7.  Should the rate of repeated porting for separate customer be regulated? What is the period of repeated porting? How is this regulation related to porting with negative balance?8.  How long is the porting time? Allow porting at any time of the day, or only during business hours? Only fixed time? Should the subscriber be allowed to select porting time?9.  What is the time for ordering NP? Only at business hours?10.  Should the service providers be directly connected to the central NP data base (CDB)? Or shall they use the infrastructure of the operators?11.  Should the integration with a SMS centre be organized for customer identification and SIM check?12.  What are the main functions and responsibilities of NP CDB administrator? - All these questions make big influence on the typical process for Number Portability 7 NUMLEX –Smart Number Portability www.numlex.com
  9. 9. Simple process versus complexFacts:§  The identification of main requirements from the very beginning pushes NP project management to the success§  The main requirements usually are very typical and very often they are used in many countries§  Quite often all stakeholders agree on typical (standard) requirements for NP§  The unclear questions and undefined answers create space for free modifications and long discussions during the project§  All modifications to the typical process can either simplify the process or make it even more complicated So, how does the typical process look like? 8 NUMLEX –Smart Number Portability www.numlex.com
  10. 10. Does it look like too complicated? Donor’s CRM Residents Register CDB Other SIM operators Recipient’s CRM 9 NUMLEX –Smart Number Portability www.numlex.com
  11. 11. Is this process complicated as well?* This process relies on previous flow diagram 10 NUMLEX –Smart Number Portability www.numlex.com
  12. 12. Does this look like too simple? Donor’s CRM CDB Other operators Recipient’s CRM 11 NUMLEX –Smart Number Portability www.numlex.com
  13. 13. Is this process simple as well?* This process relies onprevious flow diagram 12 NUMLEX –Smart Number Portability www.numlex.com
  14. 14. Simple and complex (complicated) processesConclusions based on our experience§  If the complexity depends on the technology and the experience gained from the implementation only, the process for NP can be SIMPLE§  The more simple view on the flow from very beginning, the more COMPLEX process will be implemented at the end of the project§  There are a lot of possible solutions between the complexity and simplicity of the process “The typical process” - is it something in a middle? 13 NUMLEX –Smart Number Portability www.numlex.com
  15. 15. So, how does “the typical process” look like?We think that there is nothing such as a typical NP process, thatcan be applied anywhere. It is hard to agree with stakeholderson it.There are always unique requirements, and the simplicity of NPprocess depends on:§  Deviating needs of different stakeholders§  Legislative base§  Specifics of the country (technologies, telecommunication sector development level, business culture, people involved and etc.)§  Selected NPCDB provider (competence, knowledge, experience) 14 NUMLEX –Smart Number Portability www.numlex.com
  16. 16. Pinpointing and acknowledging the needs of different stakeholders 15 NUMLEX –Smart Number Portability www.numlex.com
  17. 17. Some needs at different stakeholders Regulator Customer Operator§  Increase level of §  To keep thecompetition §  Secure porting number §  Smooth NP§  Accelerate sector §  Free of chargedevelopment solution’s integration porting in internal systems§  Increase the §  To get the best §  Guaranteeingquality of service quality of service§  Smooth the quality of to the best price serviceworking NP §  Porting withoutsolution §  Clear and service reliable porting§  Effective interruption processmanagement of §  Short timenumbering §  Convenient porting interface for smallresources §  Maximal simple§  Transparent operators porting (one-stop §  Acceptable portingmonitoring tool for shop, online)NP operations time 16 NUMLEX –Smart Number Portability www.numlex.com
  18. 18. Pinpointing and acknowledgingAll stakeholders agree on:§  Need for smooth porting process§  Need for guaranteeing the high quality of serviceDespite cardinal differences in stakeholders needs, most of thedifferences in the NP process appear due to country specifics, like;§  Telecommunication sector maturity level§  Availability of online services§  Operators’ network development level and used technologies§  IT and data bases development level§  Regulation peculiarities and the level of NP experience§  Business culture§  Customs of the country 17 NUMLEX –Smart Number Portability www.numlex.com
  19. 19. Evaluating the compatibility of stakeholders’ needs (Real cases) 18 NUMLEX –Smart Number Portability www.numlex.com
  20. 20. Case 1. Porting date exampleDescription§  Porting date - the exact time when porting will take place. The complexity of the process depends on who sets the porting time during the processSolution§  To develop NP process where porting time is flexible, and customer can select any porting time§  To use model with more flexibility given to operators. For example Donor can inform all involved parties about the exact time for the portingLesson learned§  Flexible model causes more technical obstacles for operators (e.g. porting at nights, etc.)§  Strictly fixed porting may not be convenient for customer and thus may not encourage to use NP service§  More balanced solution shall be found to satisfy different stakeholders needs 19 NUMLEX –Smart Number Portability www.numlex.com
  21. 21. Case 2. Broadcasting message exampleDescription§  Broadcast of execution – is a message informing all operators about porting time. Depending on who initiates broadcast different solutions are possibleSolution§  NPCDB sends broadcast message to all operators automatically at a time relatively to the selected porting time§  Broadcast will be sent by a Donor or Recipient after one of them has confirmed connection/disconnection of serviceLesson learned§  Usually operators are unhappy with uncontrolled processes. An automated sending of broadcast execution message by NPCDB limits their control, but at the same time it will synchronize the execution of NP and will allow to define more simple process with shorter service cut-off time§  Broadcast sent by Donor/Recipient creates secure continuous process, but has no future in respect to shorter service cut-off time and shorter porting time 20 NUMLEX –Smart Number Portability www.numlex.com
  22. 22. Case 3. Debt management exampleDescription§  “A bad debt is an amount that is written off by the business as a loss to the business and classified as an expense because the debt owed to the business is unable to be collected…” – it is a main reason why the dept management in NP process is so important for the operators§  Very often the cost of pursuing further action in an attempt to collect the debt exceeds the debt itselfSolution§  To develop an additional NP process for dept management§  To regulate the dept management as an operator – customer problem, which shall be used according the law of the countryLesson learned§  Each country solves this problem differently§  In many cases the solution was not clearly defined before the CDB tender§  The bigger part of time for NP process design was used for this issue§  Very often the process for dept management is bigger than main NP process 21 NUMLEX –Smart Number Portability www.numlex.com
  23. 23. Case 4. Simple process – short porting timeDescription§  Directive 2009/136/EC of the European Parliament and of the Council. Article 30 - FACILITATING CHANGE OF PROVIDER: “Porting of numbers and their subsequent activation shall be carried out within the shortest possible time. …”§  This is a big challenge for many countries (not in Europe only) and the reason for that; too complicated existing NP processes, which require additional investments to be able to support a shorter porting time§  In many cases existing manual data validation and confirmation of the execution takes a lot of time and leads to additional operational costsSolution§  Depending on possibilities - replace or upgrade the processLesson learned§  Validation of the data shall be simplified and automated as much as possible§  No documents and attachments are used for validation during the acceptance§  The broadcast message shall be last message for the execution. There are no needs to wait for a ready confirmation/acceptance from the operators 22 NUMLEX –Smart Number Portability www.numlex.com
  24. 24. Different needs – possible conflicts 23 NUMLEX –Smart Number Portability www.numlex.com
  25. 25. Are the needs of stakeholders compatible?Identified Stakeholder need Subscriber Operator* Regulator Operator* Possible need No. (Potential (Potential conflict recipient) donor) 1 Recipient oriented model YES YES - NO YES 2 Donor oriented model NO NO - YES YES   …   5 Short porting time YES YES YES NO YES   …   9 Allowed porting with debts YES YES YES NO YES   …   12 Porting of number ranges YES YES YES NO YES   …   18 Short time for second porting YES NO YES NO YES   19 Transparent porting data YES YES/NO YES NO YES   (churn rates) …   25 Short reversion time (error) YES YES YES YES NO   26 Short return time - YES - YES NO   …   33 Free of charge porting YES NO YES NO YES   34 Selection of porting time by YES NO YES NO YES   subscriber …   55 Online porting YES YES YES NO YES   56 Short NP solution YES NO YES NO YES   implementation time   * There are even more conflicts, if we have different stakeholders for fixed and mobile networks 24 NUMLEX –Smart Number Portability www.numlex.com
  26. 26. Understanding how to mitigate these conflicts in order to ensure satisfactionamongst all stakeholders and the success of NP project 25 NUMLEX –Smart Number Portability www.numlex.com
  27. 27. Finding or Negotiating a common solution?Tasks§  Find your common solution for all stakeholders§  This solution shall be acceptable for all of themPossible actions and results§  To search and find a common solution;§  To understand and negotiate an acceptable solutionLessons learned§  In many cases there is no possibility to find a common solution that is acceptable to all NP process stakeholders. The result of such searching – delayed implementation and too complicated processes§  Understanding of real needs and the elimination of unclear wishes – is a main task for negotiations between stakeholders, and it usually leads to the success of the NP Project and a simplified process, which will be ready for short time portings 26 NUMLEX –Smart Number Portability www.numlex.com
  28. 28. Managing inter-operator relationshipsDescription§  It is quite clear that it is impossible to evaluate all requirements for NP implementation before the Tender for the NP CDB is sent out§  Many of the requirements will be unclear even during the more deep analysis phase, done by a group of specialists representing the different stakeholders. This will create a lot of problems to continue a project. Solution §  A common working group shall be created between all stakeholders (participating in a NP project) for managing complex tasks and solving problems. Lesson learned §  The most important issue during the implementation of NP, is to achieve a collaboration between all stakeholders to reach a common goal, and to increase the feeling of success within the team, as they engage in collaborative problem solving. 27 NUMLEX –Smart Number Portability www.numlex.com
  29. 29. Flexibility versus “Know how” (Lessons learned) 28 NUMLEX –Smart Number Portability www.numlex.com
  30. 30. How to manage the implementation of untypical requirements?§  The most known way - is to classify all untypical requirements and to create a “Know how” or “Best knowledge” base for the universal solution development. Usually this way allows to have a set of templates and examples from last successful implementations. Less local specifics shall be evaluated§  Another way – is the experience + flexibility, which is based on “ready for quick changes”. The selection of this way is acceptable for providers of very customizable/flexible solution, which are ready to quickly implement almost any new process unknown in beforehand.ConclusionsAll stakeholders are free to select most preferable way to manage theimplementation of untypical requirementsThey shall be ready for fast modifications, which usually aren’t foreseenbefore or at the beginning of NP project 29 NUMLEX –Smart Number Portability www.numlex.com
  31. 31. Universal NP process or flexible reaction?§  The NP legislative basis, national conditions and NP rules, readiness of operators for NP ( technical base, processes) differs from country to country and have big impact on a project§  Regulated parameters of the NP process compose only a minor part of the same. Operators shall make additional agreements and the Regulator shall support the initiative of creating the inter-operators group, which will document all agreed “non regulated parameters”. The regulator shall also use his authority to make a decision, that all stakeholders has to follow, in case of any dead-lock situation.§  NP processes are defined using widely known messages like “NP request”, “NP reject”, “NP confirm” and similar others. But the final meaning and the implementation of every message differs from case to case§  Modifications and adaptations performed during the process generally aren’t final and will continue till the end of transitional periodConclusionsAll stakeholders shall be ready for fast modifications, which usually aren’tforeseen before or at the beginning of NP projectThe use of ”Universal” process can even complicate this situation. Quickchanges are required for risk management and successful project finish 30
  32. 32. Flexible toolDescription§  Implementation of many specific NP requirements might be managed only by selecting the option of a centralized NP solution, that can be individually adapted to the current situation in each countrySolutionSelect a NPCDB solution that:§  Is stable and secure§  Can be easily customized§  Has possibility to speed up NP process for reverse and testing purposes§  Is modern and proposes new possibilities for flexibility like: §  excluding single numbers from ongoing process §  manage each number separately with separate history for each number §  making any changes in short time§  Supports different processes on the same platform§  Allows the testing of NP processes simply, shortly and smoothly 31 NUMLEX –Smart Number Portability www.numlex.com
  33. 33. Your questions are welcome 32 NUMLEX –Smart Number Portability www.numlex.com

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