Getting ready for One Touch Switch

We have created this page to provide some of the important information you will need to prepare for One Touch Switch (OTS).

We recognise that the hub is one element in the successful delivery of OTS. There are a whole host of other end-to-end readiness activities that you may already be working on to successfully enable OTS within your organisation. To support you in this process, we have drafted a ‘Getting Ready for OTS Checklist’. We will continue to update and develop the checklist as we progress.

This page features:

  • The steps you need to take with TOTSCo to prepare for One Touch Switch.
  • Checklist of recommended activities to enable One Touch Switch

Industry Readiness Team

Here is your dedicated team members for each industry sector. They are here to support you through your OTS journey.

You can contact the team at

  • Anand Sundaram (Large CPs)
  • Prachi Ingole (Medium CPs)
  • Michelle Shaw (Small CPs and Managed Access Providers)


TOTSCo milestones


Below you will find all the important milestones to support you on your One Touch Switch journey.

For those using a Managed Access Provider (MAP) you will complete testing with your MAP.


Getting ready for One Touch Switch checklist

Action Activity
People and Process
Now Understand the obligations and impacts of the One Touch Switch process for your end to end business in both gaining and losing capacity – legal, commercial and offers, customer segments and journeys, suppliers, data, technology, process, reporting, capability and training, budgets and resources.
  Identify the key activities and outcomes required to successfully deliver One Touch Switch from initial enquiry through to satisfied customer – review our enhanced checklist providing you with the next level of detailed activities to consider 
Now Understanding the One Touch Switch Industry Process and technical specifications
Now Prepare and execute your governance, budgets, resourcing,  project and change plans and identify and manage risks and issues
Technology and Data
Now Review the industry process section 6.2.1 – Update your customer data using this advice. This will deliver a higher percentage of first attempt success on the match message
Now Matching algorithms to generate switching information. Ensuring that the right information can be provided in a timely and accurate way so that you and your customers have the best experience.
Now Develop switching information generation
Now Develop your systems in line with the OTS Industry Process v4.3, including the generation, sending, receiving and processing of messages in the standard format.
Now To prepare for Step 1 of the onboarding process (available from 10 July), please decide who in your organisation is going to complete the Onboarding process. We will ask you about your company, your position and email address. Our User Guide provides step-by-step instructions on how to onboard, book a test slot and test.
Now Click here to onboard. Complete a short form then you will receive your RCPID and book your test slot.
Now Click here to continue your onboarding adding in your commercial details. Sign the User Agreement. You are now ready to use the live hub once it is available.
Now Prepare your test approach considering all affected channels, customer groups (including vulnerables) processes and systems
Now Prepare your integration and data test cases and test plan
Now Consider if you need to test customer journeys for switching and prepare test cases as needed
Now Prepare your go live checklist and QA thresholds
Now Test your matching algorithms using dummy data – go onto the online community to discover potential companies to buddy up with to test (without the hub to begin with)
Now Test all aspects of your systems and process except sending and receiving of messages from the TOTSCo Hub
Now Book a test slot (see how to in our User Guide) and perform connection testing (using these test cases) – sending basic message to the test simulator to ensure you receive a reply
Now Book a test slot (as above) to test a complete message set.
Now Integration Testing starts – Test sending messages with other CP’s to the TOTSCo Hub. Contact us if you would like to start
Now Integration Testing continues – You will now be able to test the complete customer OTS journey using the full hub functionality with other CPs in a full industry test environment.
TBC Industry Trials begins – you can now test the full customer OTS journey in a live environment