Published 11 October 2024
We are now one month into the operation of One Touch Switch (OTS), with 265 brands live. To date, more than 125,000 orders have been placed, with 50,000 successfully completed – marking a huge milestone! The gap between placed and completed orders is due to provisioning times, which appear to be averaging between two and three weeks. After NOT+ decommissioning on 24 October we expect that this lag will decrease.
The progress over the past month has been highly encouraging. The hub has consistently met our service level agreements (SLAs), and we know from our interactions with CPs that they are making significant inroads into their remaining defects.
With the match success rate still around 60% (and some CPs achieving 70% +), there is more work needed across the industry to improve the OTS customer experience. We continue to support OTA2 in the ‘matching improvement activities' outlined in Ofcom’s open letter. While the lessons from this exercise will be shared in due course, please don’t delay in giving priority to this issue and getting the basics right—reviewing available data, analysing your transactions and response codes, ensuring you have implemented best practise and working closely with your fellow users. Collaboration remains key!
This week, we’ve introduced an outage calendar within the Account Management Portal to help hub users including TOTSCo track both planned and unplanned changes. Once information is entered, notifications will be sent to all hub users. A comprehensive user guide will be shared early next week. In the meantime, you can continue to email the service desk with your outage information.
Lastly, regarding the submission of customer numbers as of 30 June, we will shortly be adding a field in the Account Management Portal to capture this information. We will notify you once it is available.
That’s all from me folks, have a good weekend.
Many thanks,
Paul
CEO, TOTSCo
