The rapidly evolving communications sector presents a particular challenge for regulatory authorities. Disruptive new technology and business models may emerge at any time. In the presence of such uncertainty, the risk of unintended consequences is real. Reliable evidence and robust analysis is essential to inform policy making and intervention.
With our specialist industry knowledge, analytics capabilities and technology tools, we support regulators and legal proceedings with expert reports and analysis across the communications sector.
Client case study
Redesigning Consumer Switching Processes for a Regulatory Agency
Our client’s situation
The UK communications regulatory authority, Ofcom, wanted to review the UK consumer processes for changing voice and broadband providers.
The processes were viewed as cumbersome, a barrier to switching, and a contributing factor to service outages.
We supported Ofcom for over a year on the technical, financial and operational needs of the project to reform consumer switching.
What we did
- With an open and collaborative approach involving the regulator and industry players, such as the Communications Providers (CP), we devised concepts for switching models
- So CPs could assess the impact to their systems and processes, we shared the detailed process documentation
- We employed the TM Forum eTOM and TAM frameworks and a multi-year NPV model to determine the total cost to the industry
Our work led directly to the simplified “one touch” process launched by Ofcom in June 2015. Read more about this case study.
How we do it
Our regulatory experience spans competition policy, consumer policy, spectrum policy, research into emerging technologies and services, and expert witness testimony. We are uniquely positioned to undertake in-depth studies because of our specialist industry knowledge, analytics capabilities and technology tools. We support regulatory authorities, industry stakeholders, associations and trade groups, non-profit foundations, and anchor institutions.