Experience engineering

AricentEarlier this week, Aricent announced an initiative called Experience Engineering and I received a briefing on what was meant by the term.

In effect, Aricent is offering its range of expertise to help service providers develop a holistic approach to delivery of customer services and applications. It means more than just buying switches and support systems and devices that inter-operate. As many of us have found first hand, it is one thing for a device to work on a network; it is something different for a customer to enjoy a ‘wow’ experience.

Arun Sarin, the former chief executive of Vodaphone, has joined the Aricent board. He said:

Service providers are in a unique position to deliver innovative mobile services that integrate best in class devices, high performance networks, and a virtually unlimited set of applications and services into a single compelling subscriber experience. Aricent’s Experience Engineering is the first engagement model of its kind that assists operators through the innovation, development and delivery phases of their experience strategies. It’s very timely given the top strategic concerns of carriers today.

Aricent includes “frog design“, continuing to operate as an independent division.

With new service providers launching low price offerings in Canada, which carriers consider the total customer experience as a means of differentiation and a justification for premium pricing?

About

Mark H Goldberg & AssociatesMark Goldberg has more than 30 years of international experience in strategic planning, managing, designing and implementing telecommunications carrier networks. His background includes heading the Network Services organization for one of Canada’s largest long distance companies, developing the network architecture for competition in Canada, design of the US Government Voice Network, creating the business plan for Canada’s Information Highway initiative, and helping international entrepreneurs launch traditional and enhanced telecommunications services.

In naming him as one of Canada’s top 10 technology bloggers in April 2008, itWorld Canada wrote: No one does a better job of exploring, interpreting or criticizing telecommunications policy in Canada. Period.

Please contact Mark H. Goldberg and Associates to discuss how we can help you exceed your business objectives.

Mark H. Goldberg & Associates Inc.
91 Forest Lane Drive
Thornhill, Ontario, Canada, L4J 3P2
Phone: +1 905 882-0417
Fax: +1 905 882-2219
E-Mail: info@mhgoldberg.com

Designed by committee

i-Waterfront was featured in a story in yesterday’s National Post. The article was about plans to award a fibre-optic contract in the Toronto Waterfront project.

The theme of the story is that the deal offers an insight into how the agency spends our tax dollars. It starts out by examining the legal gymnastics to launder the influence of the New York-based hedge fund that controls Connex See Service, the proposed provider of fibre optic service to “i-Waterfront.” The company is a successor to Cygnal Technologies.

The project is running well behind schedule. Two years ago, the Globe and Mail ran a story that quoted Waterfront Toronto’s executive director of Intelligent Communities saying:

Incumbent companies say, ‘What’s the problem? We have broadband and it’s improving all the time.’ The analogy I use is broadband is like a paved street. Incumbent companies are saying they’re going to have paved roads but only have them one lane wide. If they’re only one lane wide, there’s not much point, is there?

Sounds good if you say it fast, but it doesn’t really reflect the way networks are being built.

For example, most multiple dwelling units – apartment buildings – are already getting fibre to the building. In fact, most new buildings are getting fibre from multiple suppliers, cable and telcos. In Atlantic Canada, Bell Aliant, in a competitive marketplace, will continue its FTTH expansion with 140,000 homes to be passed by year-end.

Instead, Waterfront Toronto, a government agency, envisions establishing a monopoly provider of fibre. This may provide the ego-boosting benefit of saying that the project isn’t dependent on the incumbents, but it ignores more than a hundred years of communications history that taught us that the only entity that delivers worse service than a regulated monopoly is a government-owned monopoly. Waterfront Toronto is jointly owned by all three levels of government and will have an unregulated monopoly service; can it get any better?

Most RFPs have clauses that ask for assurances that the bidder is financially sound. The company that appears to be selected by Waterfront Toronto somehow escaped such scrutiny. Perhaps the failure of Cygnal Technologies might have been a clue that the business model itself might be flawed.

Many RFPs aren’t really looking for proposals; they already specify a solution and are just looking for a quote that matches. By specifying the solution, did the RFP limit the degrees of freedom of potential bidders to provide creative solutions?

Does anyone really believe that there is a shortage of advanced telecommunications solutions in the core of Toronto? The competitive commercial and consumer marketplace is delivering advanced solutions today.

Looking at the condition of our sewers, roads and other government infrastructure. Cutting the ribbon creates a great photo op, but maintenance is notoriously underfunded. I call it a “just-too-late” approach. Not sure I would want that from the people providing my advanced communications services.


Update [February 4, 7:30 am]
Bell Canada announced its first large scale Fibre to the Home deployment for the greater Quebec City area. This raises even more questions about the need for Waterfront Toronto’s approach.

Green Touch for ICT

Green TouchBell Labs is leading an initiative called Green Touch to fundamentally change and dramatically reduce the amount of power consumed by the communications industry in running the world’s networks.

The objective is a thousand fold reduction: consume as much power in 3 years as conventional networks require in a single day. This efficiency target appears attainable based on research from Bell Labs that determined that today’s information and communication technology (ICT) networks have the potential to be 10,000 times more efficient than they are today.

Bell Labs has recruited founding members for the consortium from industry, academia and government research groups as well as service providers, including AT&T;, China Mobile, Swisscom and Telefonica.

The first meeting of the consortium will take place later this month, to establish a five-year plan, first-year deliverables, and member roles and responsibilities.

At this point, there are no Canadian carriers, suppliers, research institutes or universities that are part of the initiative. Why not?

DAVE becomes Mobilicity

>Combining mobility with simplicity, DAVE wireless announced it will operate under the brand Mobilicity.

President Dave Dobbin and Chairman John Bitove announced the new brand this morning, saying that the company will have simple guiding principles: no contract, no credit check, unlimited.

Service is to begin in Toronto in the Spring, with roll-out later in the year to Vancouver, Edmonton, Calgary and Ottawa. The company says it wants to resolve any potential launch bugs before going to market and having to fix issues with dissatisfied customers later.

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