Problem Statement

As part of the Auto-Switch requirements requested by Ofcom, customers are now able to activate their SIM and Port-In their number in a single digital and STAN journey.

These processes are currently two separate order management flows that has dependencies on the allocation of a temporary Sky MSISDN to progress the port-in process.

The digital journey for this new capability is presented to the customer as a near real time journey and presented with a progress bar holding page until the SIM Activation and Port-In orders are fully complete. Activation orders often take longer than 60 seconds and present the customer with time-out error page. As a result, the Port-In request may never be submitted.

Error messages and the customer call-to-action have been improved, to prevent customers retrying, but this still remains a poor customer experience. This will be especially impacted during outage windows, or during peak order management periods.

Customers are also offered a temporary Sky MSISDN which is confusing to the customer and quarantined for 6 months when port-in is complete, wasting our number inventory.

Request

Develop a digital request based customer journey with transcomms confirming completion vs real-time.

Single Order Management process that can mange SIM Activation and Port-In together for improved error handling.

Remove the need for provisioning the SIM with a temporary Sky MSISDN and only activate the SIM once port-in is complete, the next working day.

CR previously submitted 2020, IA submitted to UKIS (Justin) Feb 2021