April 29, 2008 1:13 PM BST
I view that SelfCare is becoming a critical success factor in the OSS transformation.
Carriers are trying to offload key OSS processes to their customers. Their goal is twofold: further reduce OPEX and get more visibility through "friendly" web portals.
- On provisioning, selfcare application started with basic user profile management, they now tend to provide more functions such as phone service management, IP Centrex management, directory management etc...
- On Billing, the early stage where you could see your billing status with a Wap phone is over. Carriers are looking for full blown web portals offering multiple billing functions such as pre-paid management, Call statistics (spending, minutes, services usage etc..)
- On service assurance, Selfcare is also kicking in. The goal is to deliver to the end users information about bandwidth available, outages, time to repair etc...
Also there are now a need for several levels of SelfCare to address different needs: Carriers Adminisrators, Wholesalers, Enterprises administrators and end users.