Redesigning Consumer Switching Processes for a Regulatory Agency - Cartesian Client Case Study Our client’s situation The UK communications regulatory authority, Ofcom, was concerned that the UK consumer processes for changing voice and broadband provider were not fit for purpose. The processes were viewed as cumbersome, a barrier to switching, and a contributing factor to service outages. How we approached the issue Communications Providers (CPs) agreed that the existing processes could be improved upon. However, there were diverging views regarding what “better” looked like. Assessing the alternatives required a structured approach to identify options, evaluate their effectiveness and determine the expected cost of change. What we did to help From the start, Cartesian’s approach was ope

Join for free to read