Operator Acquisition and Integration

Project Details

The goal of this project was to move Virgin Mobile opertaions to Optus systems without impacting performance or subscriber experience. In order to accomplish this, the Optus environment needed to be capable of providing a "virtual home" to VMA operations and to customer touch points (IVR, billing systems, customer care, etc). No small task.

  • Team size/composition: 15-30 (local HP resources as well as global competence centres). Also, the extended team included hardware and system software business owners.
  • Duration: 12 months. As part of the delivery, HP support implemented an extended process to provide additional system monitoring. This duration is not counted into the project duration.

The project may be explained by breaking down the required work into related components:

  1. 1 - IVR
    (upgrade, performance increase, functional enhancements, multi tenant)
  • The IVR component was based on a java application, configured using VXML and running on the HP Open Call Media Platform (OCMP)
  • As the IVR was one of the focal points for subscriber selfcare, the application required enhancements to allow multi tenancy, virtualised call flow configurations as well as operator specific call flows. In addition, there were requirements to provide a channel for marketing to use to interact with subscribers.
  • As more and more MVNOs were planned in the long term, capacity increase was also seen as a major project driver.

  1. 2 - Online Blling/Charging
    (Functional enhancements, interface upgrades)
  • In the Optus environment, the Online billing platform and application (HP Nonstop and CBOSS rtBilling respectively) are the components that controll subscriber access to paid services and provide revenue assurance to the subscriber and operator.
  • Functional Enhancements were required in order to replicate the experience that Virgin Mobile Subscribers were accustommed to.
  • Interface changes were required in order to accept provisioned information in a specific format and also to provide reports (destination, format, frequency, process controls etc)

  1. 3 - Provisioning Interfaces
    (Compensating for provisioning system deficiencies)
  • Depending on the situation, HP was also required to deploy provisioning software in order to compensate for shotcomings in the provisioning system in place

  1. 4 - Reporting
    (Subscriber activity reporting, Self care, Automatic Trggers)
  • In addition to the multiple reports already being produced, HP were also contracted to ensure that reports on subscriber activity were provided to Virgin Mobile systems (the ones that were not part of the consolidation) to allow them to perform, for example, automatic topups, barring, etc.

Project Challenges

The project had quite a few challenges:

  • Many stakeholders
  • Politics
  • Migration of subscriber and subscriber account data was difficult as it was constantly changing and "no impact to subscriber experience" was a key constraint. We needed to develop and adhere to a very comprehensive plan in order to achieve this.
  • Involvement of many HP entities and the need for project prioritisation (management support)
  • Presence of multiple subcontractors for some of the key applications

Project Result

  • Subscriber cutover was achieved in a phased manner
  • The project was successful and opened the way for Optus to consider other such business opportunities in the future

About Optus

SingTel Optus Pty Limited is the second largest telecommunications company in Australia, and is a wholly owned subsidiary of Singapore Telecommunications (ASX: SGT). The company primarily trades under the Optus brand, while maintaining several wholly owned subsidiary brands, such as Virgin Mobile Australia and Boost Mobile in the mobile telephony market, Uecomm in the network services market and Alphawest in the ICT services sector.

Singtel Optus

Note: Image is the property of Optus

About Vigin Mobile Australia

Virgin Mobile Australia (VMA) is a telecommunications company based in Sydney, Australia. They sell through over 3500 retail outlets, including flagship stores in Sydney, Melbourne and Brisbane, as well as via telesales and web-based stores. VMA offers pre-paid, monthly and CAP plans for mobile phones. It also has two wireless broadband products, Broadband At Home and Mobile Broadband.

Virgin Mobile Australia

Note: Image is the property of Virgin Mobile

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