Unified Service Profile (USP) Modernization for Large Telecom Client

Verizon’s primary goal for the USP 7 Point Plan Initiative is to solicit services for three critical projects to modernize the Unified Service Profile (USP) and related contract management applications infrastructure.

Key features to be developed under this program are:
• Develop a repository that has appropriate linkages between customers and their related product/service information.
• Modify and enhance contract renewal workflows to leverage a new unified service profile to reflect appropriate contract to service relationships.
• Extend the USP being developed for global wireline customers to accommodate international wireless customers.
• Develop new asset management functionality that leverages the USP and appropriately reflects customer-service profile’s CPE relationship.

Approach / Solution:

Radiant understood essential requirements thoroughly and sliced the delivery into the following three critical, logical areas: (1) Contract Renewal for VES products, (2) Wireless Profile, (3) CPE Asset Management.

This work-break down structure eased planning and incrementally and optimally delivered the solution while gaining insights into crucial features. Radiant analyzed the legacy applications’ existing UI. Then applied principles of reverse engineering by shadowing users, eliciting requirements through interviews, and analyzing customer data and invoices. Once requirements are documented, these were verified and validated by corresponding business users. For each of these three areas, Radiant approached the delivery as follows:

Contract Renewal for VES Products:

• Understand contracting renewal models of the legacy systems.
• Develop an intuitive workflow model for the renewal process that provides guided navigation through the contracting process while leveraging the USP data.
• Develop necessary translation infrastructure for the legacy platform inventory to be processed by the new USP.
• Design and develop a new UI for the contract renewal process in USP.

Wireless Profile:

• Review existing customer and inventory data to develop mappings to the VES USP.
• Either migrate data or develop a bridge to interoperate with data in wireless customer and inventory systems.

CPE Asset Management:

• Review existing UI for CPE asset management to understand both the look and feel and usability aspects of legacy workflows.
• Work with a core group of users to understand their expectations and conduct research into their usage preferences.
• Create UX designs and review with key stakeholders to get their approval
• Implement the new UI and iteratively improve it based on user feedback
• Model and implement workflows for providing access to third parties to manage the CPE

Benefits:

Once completed, the platform offers a consolidated view of all the products, including legacy and new, in one single place, which is now scattered across 27+ systems. The solution will significantly reduce maintenance and support costs and align with Verizon’s North star Architecture.