Keeping End Users Informed

One of the key issues as the implementation of the 21st century network (21CN) begins to affect customers is how, as an industry, we keep them informed of what is happening to the underlying infrastructure and why. Under Consult21, we have created a Customer Migration Communications working group to look at the issues and to put a strategy and implementation plans in place. 

Most end user customers take communications services from more than one service provider. Where the migration to 21CN may affect the services of more than one of those providers, the big issues become who communicates with them and how do we avoid confusion or complexity?

The Communications Group, made up of representatives from a wide range of communications providers, are working to create a communications programme that addresses these issues. 

The group is looking at creating a separately branded, independent process for residential customers that provides a customer helpline, regardless of which company is their service provider, to answer queries and manage direct communications with end users.

For corporate customers, the group aims to create and agree materials centrally that will be provided to all communications providers, enabling each to engage directly with its corporate customers.

Further details of the Communications working group’s activities will be published as detailed agreements are reached.