Open APIs: Pathway to

Becoming a Customer Centric

and Data Driven Organization

Richard Jeffares, COO,

Ultrafast Fibre
Greg Tilton, Founder
DGIT Systems

May 2017
2017 TM Forum | 1
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/

2017 TM Forum | 2
Video Opening from Richard Jeffares

https://vimeo.com/216805488/eb0779c32a 2017 TM Forum | 3

Case Study Context

Who: Ultrafast Fibre, an open-access wholesale fiber utility

and leading player in New Zealands 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 Forums 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 Fibres current uptake trajectory
comparison

UFF Act/Forecast Uptake Vs IDC Cases

70.0%
60.0%
50.0%
UPTAKE

40.0%
30.0%
20.0%
10.0%
0.0%
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%

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Business Objectives of Transformation
1. Track and manage all business
interactions.
End Customer
2. Keep the customer informed.
3. Get it right first time.
Submit 4. Increase NPS
Order
Retail Service Provider
(Servco)

Call
B2B API Portal
Centre

Submit
Order

Wholesale Service Provider

(Netco)

Land Stakeholders 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 Choose & Change
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

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Omni Channel Mapping to UFF Source GB994 Omni Channel Guidebook

B2B APIs

Field
operations

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 Target Wholesale Omni Channel Model
Identity Management DESIGN TIME

Catalog &
Party
Specification Process Build

Internal Systems

OPEN REST APIs ORCHESTRATION Active

Mobile Apps Inventory
Order Catalogue
Orders

Web Portals
Ticket Inventory Lifecycle Tasks Events Process

Appointment Address Appointment

External Systems (B2B)

Lifecycle Slots Skills Region

Task Qualification

Dynamic Portal
Ticket
Event Party
Lifecycle Tasks Events Process

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 MEF LSO AN OMNICHANNEL PERSPECTIVE
PARTNERING PLATFORM FOR MEF SERVICES CATALYST ON SHOW @ TMF LIVE 2017

COMPONENTS DEMONSTRATION STEPS

COMMUNICATIONS SERVICE PROVIDER (CSP)

MEF CANTATA APIS

[WEB PORTAL]
PARTY ORDER ORCHESTRATION BILLING Create Order
Hypermedia CATALOG TMF ORDER API v2.0
Catalog ORDER [REST JSON]

INVENTORY Add Sites & Qualify

CUSTOMER MEF SONATA
[B2B]
Add & Configure Order Items

MEF SONATA - TMF ORDER API v2.0 + MEF ORDER EXTENSIONS

[REST JSON] Submit Order

Run Network Design

NETWORK OPERATOR A NETWORK OPERATOR B

Raise Network Orders

NETWORK / INVENTORY MODEL DEMONSTRATION ORDERING SCENARIO

Issue Partner Orders
TMF ORDER API v2.0
+ MEF EXTENSIONS

OVC-ENNI OVC-UNI Await Partner

TMF ORDER API v2.0

Close Orders & Bill + ORDER EVENTS
ETHERNET
VIRTUAL CIRCUIT
Review Network Topology

Review Billing System

OVC-ENNI OVC-UNI
51 SERVICE DESCRIPTION

ENNI OPERATOR VIRTUAL USER NETWORK

CIRCUIT INTERFACE
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Catalogs and Wholesale Omni-Channel
ProductOrder API
Acknowledgement : Sample Message from MEF data model V4 contributed by Orange

JSON schema extensions are used to

describe products

The Dynamic Portal calls

the catalog and renders
screens from Templates

Web
Portal
Order Orchestrator
Order
API

Industry Catalog (ie MEF)

http://unitemplate1.1.mef.net
http://evctemplate1.3.mef.net
The
TheB2B buyer
buyer calls
calls thethe
Service Provider Catalog catalog
catalog entry
entry using
using URL
URL/hyperlink
in the message in the
message simplifying
catalog integration
http://specialproduct2.0.acmeco.net

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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
2017 TM Forum | 13