© 2017 TM Forum | 1

Open APIs: Pathway to

Becoming a Customer Centric

and Data Driven Organization

May 2017

Richard Jeffares, COO,

Ultrafast Fibre

Greg Tilton, Founder

DGIT Systems

© 2017 TM Forum | 2

Case Study

Page 40

2017 Case Study Handbook

“UFF USES FRAMEWORX

AND APIs TO PUSH NPS

TO THE TOP”

https://www.tmforum.org/resources/research-

and-analysis/tm-forum-case-study-handbook-

2017-digital-business-make-leap/

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Video Opening from Richard Jeffares

https://vimeo.com/216805488/eb0779c32a

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Case Study Context

▪Who: Ultrafast Fibre, an open-access wholesale fiber utility and leading player in New Zealand’s nationwide Ultrafast Fibre Broadband initiative

▪What: Transformation of business processes and OSS to implement automated order-to-activate end to end within six months

▪ How: Implemented TM Forum-certified Service Delivery Platform and the Forum’s Open APIs to implement a catalog-driven solution which supports an Omni-Channel Model

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How UFF Uptake Has Accelerated from Plan

In 2013, IDC the global research group modelled scenarios for potential

FTTH uptake in New Zealand. Ultrafast Fibre’s current uptake trajectory

comparison…

FY14 FY15 FY16 FY17 FY18 FY19 FY20

IDC Optimistic 16.6% 18.2% 23.0% 32.6% 41.4% 47.3% 52.6%

IDC Baseline 8.2% 10.5% 13.8% 19.2% 28.2% 36.7% 43.9%

IDC Pessimistic 3.0% 5.2% 8.0% 11.5% 16.6% 25.0% 34.1%

UFF Act/Fct 5.9% 13.2% 28.0% 46.0% 57.0% 62.0% 65.0%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%U

PT

AK

E

UFF Act/Forecast Uptake Vs IDC Cases

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Submit Order

End Customer

Retail Service Provider

(Servco)

Wholesale Service Provider

(Netco)

Submit Order

Land Stakeholders

Business Objectives of Transformation

1. Track and manage all business

interactions.

2. Keep the customer informed.

3. Get it right first time.

4. Increase NPS

B2B API Portal Call

Centre

Field Force

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Transformation Results

▪ NPS up from -46 to +25

▪ average lead time for fulfilment down by 33%

▪ 20% decrease in volume of rejected orders

▪ ‘missing’ or ‘lost’ order phenomenon reduced to zero

▪ 20% reduction in work effort to fulfill orders

▪ 60% decrease in the number of tools used by

operations staff

▪ 50% reduction in errors in data

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Imperatives of Omni Channel (GB994)

▪ Channel Choice based on Customer Preference

Dynamic Web Portal

TMF Open APIs

Front of House

▪ Channel Hopping

‘State’ is maintained behind the API

Stateless channels can be used interchangeably

▪ Deliver in Context

Catalogs make the correct offers available to correct parties

Choose & Change

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Omni Channel Mapping to UFF – Source GB994 Omni Channel Guidebook

Field

operations

B2B APIs

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DESIGN TIME

ORCHESTRATIONOPEN REST APIs

Target Wholesale Omni Channel Model

Ticket

Orders

Appointment

ActiveInventory

Catalog & Specification

Internal Systems

Order

Ticket

Event

Task

Catalogue

Address

Party

Tasks EventsLifecycle ProcessInventory

Lifecycle SkillsSlots Region

Tasks Events ProcessLifecycle

Mobile Apps

Web Portals

External Systems (B2B)

Dynamic Portal

Appointment

Party

Qualification

Process Build

Identity Management

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TMF ORDER API v2.0 + ORDER EVENTS

Create Order

MEF LSO AN OMNICHANNEL PERSPECTIVE

MEF CANTATA[WEB PORTAL]

Add Sites & Qualify

Add & Configure Order Items

Submit Order

Run Network Design

Raise Network Orders

Issue Partner Orders

Await Partner

Review Network Topology

Review Billing System

DEMONSTRATION STEPSCOMPONENTS

ETHERNET

VIRTUAL CIRCUIT

ENNI OPERATOR VIRTUAL

CIRCUIT

USER NETWORK

INTERFACE

NETWORK / INVENTORY MODEL

OVC-ENNI OVC-UNI

OVC-UNIOVC-ENNI

51 SERVICE DESCRIPTION

DEMONSTRATION ORDERING SCENARIO

ORDER ORCHESTRATION BILLINGTMF ORDER API v2.0

[REST JSON]

NETWORK OPERATOR A NETWORK OPERATOR B

CUSTOMER

PARTNERING PLATFORM FOR MEF SERVICES CATALYST ON SHOW @ TMF LIVE 2017

TMF ORDER API v2.0 + MEF EXTENSIONS

MEF SONATA[REST JSON]

COMMUNICATIONS SERVICE PROVIDER (CSP)

- TMF ORDER API v2.0 + MEF ORDER EXTENSIONS

Close Orders & Bill

PARTY

CATALOG

ORDER

INVENTORY

APIS

MEF SONATA[B2B]

Hypermedia

Catalog

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Industry Catalog (ie MEF)

ProductOrder APIJSON schema extensions are used to

describe products

The buyer calls the

catalog entry using URL

in the message

Service Provider Catalog

Order Orchestrator

http://unitemplate1.1.mef.net

http://evctemplate1.3.mef.net

http://specialproduct2.0.acmeco.net

The B2B buyer calls the

catalog entry using

URL/hyperlink in the

message simplifying

catalog integration

Catalog’s and Wholesale Omni-Channel

Order API

Web Portal

The Dynamic Portal calls

the catalog and renders

screens from Templates

Acknowledgement : Sample Message from MEF data model V4 contributed by Orange

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Summary

▪ UFF implemented a Frameworx based catalog driven solution

▪ Built on Dynamic APIs

▪ Immediate benefits of Transformation realised

▪ Expanding the use of their new Omni-Channel model will

further enhance and customer satisfaction

▪ Read about it in the TMF 2017 case study handbook P.40

▪ Visit the “Partnering Platform for MEF Services” Catalyst to

see the APIs