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- Identifying new areas of responsibility for fraud and revenue assurance and the degree of involvement which can be expected
- Keynote Presentation: Uncovering innovative strategies to improve levels of customer retention and therefore prevent customer loyalty-related revenue loss
- Identifying patterns in customer credit generation to determine processes/offers which are problematic to revenue
- Developing a strategy which focuses on minimizing customer credits without enveloping credit management
- Outlining metrics related to customer behavior and satisfaction which enable teams to measure performance against customer expectation
- Assessing the potential of continually-managed customer contracts based on usage as a method of maintaining customer loyalty
- Using attentive customer care and monitoring as a method of predicting future trends in product emergence and development and being ahead of the game
- David Murphy, Revenue Assurance Manager, Eircom
- Looking into cost management as a revenue assurance responsibility during times of inevitable revenue reduction
- Debating the responsibility for cost assurance and whether it falls under the revenue assurance umbrella
- Identifying dealer commission as an area of cost which can be more smoothly maintained and outlining associated risks
- Establishing approaches to a smart analysis of dealer commission
- Ensuring buy-in from the organisation when handling dealer commission as a method of cost control
- Case studies examples of issues Vodafone have faced with Dealer Commissions and methods of approaching this from a revenue assurance standpoint
- Andre Burkhardt, Customer Relations, Contracts and Controls, Vodafone
- Predicting how the future 4G environment will change the way telecom operators manage risk
- Understanding the technology evolution from 2G to NGN(3G, 4G)
- Reflecting on the evolution of telecoms risk management over last 20 years
- Identifying key drivers for increased risk in NGN(3G, 4G) environment
- Establishing how the role of Revenue Assurance & Fraud Managers will change with the changing environment
- Appreciating the multitude of new internal and external data sources
- Forecasting operator requirements or 4G RA & Fraud solutions in the future
- Defining the future 4G Risk Management domain
- Parag Padhye, Head of RA/FM business line at Nokia Siemens Networks
- Learning lessons from industry experience in change management to efficiently adapt to system or product updates without drilling holes in the revenue assurance process.
- Exploring Next Generation Revenue Management for Telco 2.0
- Outlining how to transform RA and Fraud functions from reactive leakage identification to holistic revenue management
- Investigating methods to evolve RA and Fraud into systems that can measure and monitor customer experience across all touch points
- Making the transition from monitoring KPIs (known knowns) to identifying new forms of leakage and fraud unknown unknowns)
- Dealing with new business models around content, connectivity and cloud services
- Anandan Jayaraman, Chief Product and Strategy Officer, Connectiva Systems
- Investigating new OSS systems for next generation networks
- Identifying tools available to apply to identify and control traffic over IP networks and ensure flexibility over the network to handle high levels of traffic
- Meeting customer demand in terms of bandwidth and speed of connection to prevent revenue leakage due to poor quality service
- Outlining potential threats to network security and defining strategies to combat these threats
- Generating controls which incorporate network management, security and fraud over the network
- Luis Sousa Cardoso, FIINA President, Portugal Telecom Senior Consultant
- Assuring your Business for the Future; considerations for a revenue assurance team through a change in scope of responsibility
- Mapping the telecoms competitive landscape to appreciate your position amongst your competitors
- Investigating evolving OSS/ BSS architectures and the impact of these changes on revenue assurance
- Anticipating the move from Revenue to Business Assurance
- Assessing and combating the benefits and challenges of Business Assurance
- Andy Harper, Vice President, WeDo Technologies
- Panel Session: Investigating international data roaming and the complexities in terms of recording and controls over data usage
- Developing stringent controls which cover areas of risk associated with data usage
- Deciding how to calculate an amount to charge the customer and pay the interconnect operator to ensure margin assurance
- Establishing how revenue assurance ensure all data events are being picked up
- Will complexity and time prevent data from being recorded on an event-by-event basis and how will this impact revenue leakage?
- Forecasting the potential of packaged data services to move from the UK retail market to International roaming platforms and assessing whether this will be an advantage to revenue assurance
- Establishing the route necessary to create international data roaming packages and the intelligence of the network necessary to achieve it
- Predicting the likelihood and timelines for voice becoming secondary to data
- Estimating the potential effects on operator revenue from fraudulent activity over data services
- Panel session members include: Jana Lackova, Revenue Assurance Manager, T-Mobile Netherlands
- TBC, Revenue Assurance Manager, Everything Everywhere
- Addressing the shifting responsibilities of Revenue Assurance - from assurance to insight
- Moving away from traditional revenue assurance processes to meet the changing needs of the business
- Demonstrating the value of the revenue assurance team, going further than standard delivery
- Adapting to next generation technology and trends within the telecommunications industry
- Exploring new areas of influence such as customer profitability, product profitability and network efficiency as potential areas for revenue assurance support
- Assessing the evolution of Revenue Assurance and the impact on its relationship across the business
- Tim Banks, Risk Assurance, PwC
- Revenue Assurance Reporting: finding the right Key Performance Indicators to evaluate the risks of revenue leakages; experiences from the German business of Deutsche Telekom
- Exploring incidents and problems as the basis of selecting the relevant billing and reporting method
- Identifying how incidents can act as a platform to track the progress of processing and allow us to understand the underlying inconsistencies
- Outlining revenue assurance risk categories for the financial evaluation of both perceived and prevented risks
- Looking at assignment groups as responsible parts of the incident repair workflow
- Investigating evaluation and reporting databases as online tools for the revenue assurance reporting
- Setting targets for the managers of all participating areas in the company
- Andreas Scherf, Revenue Assurance Billing and Reporting, Deutsche Telekom
- STREAM 1
- Appreciating evolution of the revenue assurance function; where the industry has been, where it is now and where it is heading
- Clarifying to what extent revenue leakage has been minimised throughout the end-to-end process in an effort to benchmark against current best practice; and considering margin assurance as a new responsibility
- Reflecting on the evolution of revenue assurance in terms of where it all started and how far the industry has come
- Investigating different areas of revenue leakage and determining which part of the process is currently causing the biggest problems
- Sharing best practice and defining where we are now in terms of dealing with revenue assurance challenges throughout the process:
- Fulfillment
- Rating
- Mediation
- Billing
- Putting together a full-proof revenue assurance strategy to ensure there are no potential leakage gaps in the end-to-end process
- Predicting the shift from revenue accountability to margin assurance
- A case study example of effective tools used for margin assurance and how these tools have detected unpredicted problem areas
- Nigel Smith, Head of Revenue Assurance and Fraud, Colt Telecom
- Highlighting areas where customer care can have direct and indirect effects on revenue assurance
- Establishing a link between churn and revenue assurance
- Determining to what extent the finance and control-orientated revenue assurance function can effectively consider customer care
- Assessing whether the industry is too focused on the ‘next big product’ and has forgotten about customer need
- Can customer credits truly compensate for inconvenience; determining the true impact of poor customer retention on revenue
- Outlining areas of direct revenue leakage which can also indirectly affect customer satisfaction to determine overall potential impact on revenue assurance
- Billing errors; over or under-charging
- Activation errors
- Lead time for upgrades/ changes to service plans
- Determining cost impact of reduced numbers of call complaints and amendments associated with high customer Satisfaction
- Victor Milligan, Chief Marketing and Strategy Officer, Martin Dawes Analytics
- Panel Session: Justifying continued investment into the revenue assurance function to determine whether operational and functional maturity have hindered the impact on revenue
- Looking at patterns in operational maturity to understand regional variation and rate of improvement over time
- Maturity models; do high levels of maturity impact the value of the revenue assurance team?
- Determining whether in future revenue assurance activity will correlate with the boom or bust market fluctuations and how this could affect team structure
- Assessing the potential of revenue assurance as an outsourced managed service where activity would reflect need and costs could be reduced
- Determining the extent at which revenue assurance is taking on the role of other departments and whether this is necessary to enforce value or whether it should act as a safety net
- Panel session members include: John Bangs, Head of Product Assurance, B Sky B Carlos Celaya, International Fraud & Revenue Assurance manager, Orange Edwin Hanke, Revenue Assurance Controls Consultant, BT
- Establishing the true remit of the revenue assurance function to maintain control of factors affecting revenue without duplicating work
- Determining to what extent revenue assurance should be a holistic function rather than a purist function
- Assessing whether the scope of responsibilities should be extended to cover all potential areas of revenue leakage throughout the revenue chain
- Considering other departments and the role of RA in each function:
- Finance
- Data Warehousing
- Credit Management
- Billing
- Ensuring revenue assurance is preventative as opposed to a rescue mission through involvement during new product development
- Encouraging the pessimism of revenue assurance to work alongside the optimism of product development to ensure true control over revenue
- Mischa Hendriks, Revenue Assurance and Fraud Manager, Bbned
- STREAM 2
- Sharing best practices in fraud; to what extent is fraudulent activity increasing? How much of an impact is this activity having on revenue? What is the industry doing to prevent this?
- Using standard fixed and VOIP technologies to tackle PBXhacking and practical approaches to mitigate both fixed and mobile PRS-fraud
- Determining the methods and processes used by fraudsters to commit PBX-hacking and PRS-fraud
- Uncovering reasons for why these types of fraud are more prevalent in different markets
- Investigating the impact of these fraudulent activities on different areas of telecom operator services including:
- Routing (LCR/margin analysis)
- Security
- Audit
- Finance
- Revenue Assurance
- Outlining current operator best practices to combat the root cause of these types of fraud in order to determine the optimum strategy for detection and prevention
- Dmitry Goncharov, Head of Fraud Prevention Group, Vimpelcom
- Balancing security with the need to be commercially astute to find the focus of a fraud prevention team
- Analyzing current methods to determine whether fraud teams operate commercially or as a security measure
- Creating a fraud prevention strategy which strives to eliminate profit for the ‘profit-making fraudster
- Designing prevention models that process-map fraudulent activity and aim rather than looking at usage models
- Taking a closer look at the team; is a commercial or criminal justice background more appropriate?
- Recognising the speed at which fraudulent activity adapts, to assess our capabilities for long-term prevention
- Using a formula to assess your susceptibility to fraud and optimise fraud loss prevention strategies
- Andreas Manolis, Head of Fraud & Revenue Assurance, Everything Everywhere
- Panel Session: Determining whether the industry could save money spent on detection technology by taking direct and immediate preventative action
- Evaluating whether investment into fraud detection tools offers a return on investment
- Sharing opinions on the ‘profit-making fraudster’ model compared with the ‘detection model’ in terms of revenue
- Determining whether instant preventative measures by the operator could result in eventual exposure of the fraudster due to repeated attempts on numerous systems
- Assessing whether self-exposure of fraudsters could limit the need for investment in detection tools
- Concluding whether fraud is currently looked at from a commercial or security standpoint and how the industry should approach this in future
- Panel session members include:
- Andreas Manolis, Head of Fraud & Revenue Assurance, Everything Everywhere
- Nigel Smith, Head of Revenue Assurance and Fraud, Colt Telecom
- Business Assurance: Cloud Operations
- Understanding business assurance for the cloud age - what? who? and how?
- Appreciating how providers can establish, monitor, and demonstrate ongoing control
- Investigating real-time executive and operational dashboards for both providers and consumers
- Assurance over consumption, charging and SLAs
- Establishing six business assurance steps to operational success
- Jonathan Miller, Principal: Business Assurance, Cartesian/ TMNG Global
- Investigating global regulatory infrastructure as a problematic and uncontrollable area of fraud detection and prevention
- Establishing information sharing protocols at a national level to promote better handling of fraudulent activity and minimize the impact of varying differences in regional jurisdiction
- Recognizing the wide variation in regulatory infrastructure and jurisdiction for telecommunications and fraud across different regions
- Determining the scale of revenue lost to fraudulent activity terminating in regions with poor regulatory control
- Understanding current regulatory and governmental strategies to prevent fraudulent activity from succeeding in specific regions
- Appreciating the actions which can and have been taken against areas of high fraud incidence in attempts to recover revenue
- Investigating ways in which to reach beyond national boundaries and share information within the industry on a global scale
- Jack Wraith MBE, CEO, The Telecommunications United Kingdom Fraud Forum (TUFF)
- Bill Shock; a disease that can infect your most valuable assets- your customers and your brand
- Listening to the customer voice - Trust, Honesty and Security, the significant role of RA/FM in customer advocacy and brand protection - the cure for Bill Shock.
- Does size really matter? Using a Private Equity Investment lens to transform and optimize the size of the RA/FM function into a key business and risk management practice. Insights to increased ROI and margins, balancing tactical and strategic priorities, Cost reduction, gain-share incentives, and increased efficiencies through partnering and outsourcing/co-sourcing of the RA function.
- Ervin Jocson, UK Director - Forensics, Risk & Compliance, (RA/ FM Practice), KPMG
- Co presenter Romal Shetty, India Executive Director Global RA practice and CoE, KPMG
- Gaining regulatory and industry perspective on the Metering and Billing Directive and how it impacts the industry
- Keynote presentation: Outlining the regulator standpoint for the Metering and Billing Direction; what is expected, why it is in place and what the consequences are of not meeting expectation
- Introducing the Ofcom Metering and Billing Direction (as an implementing measure for national bodies implementing the EU commission directive* as part of the Communications Act 2003) to establish how lessons can be learned across Europe
- Outlining the rationale behind the metering and billing direction and the reason for its enforcement
- Detailing company responsibility in adhering to the directive; what is expected by the regulator?
- Case study examples of companies who have not been approved by Ofcom and details of how penalties are awarded
- Evaluating the impact on the direction in terms of billing accuracy and therefore customer satisfaction
- Mike Inman, Certification Technical Group Manager, BSI (Ofcom-appointed approval body)
- * EU commission directive 2002/21/ED of 7 March 2002 on a common regulatory framework for electronic communications networks and services
- Understanding the potential impact of metering and billing legislation to the pan-European telecommunications industry, and developing processes which lead to metering and billing
- Accuracy
- Striving for an industry drive to accept responsibility for accurate metering and billing
- Appreciating how adherence to the direction is beneficial in terms of customer expectation, loyalty and therefore revenue assurance
- Developing controls to ensure that switches and mediation are within strict pre-defined tolerances
- Determining revenue assurance responsibility in this process and establishing operational teams which consider revenue assurance and compliance
- Generating effective revenue assurance strategies which consider the end-to-end process which will naturally incorporate metering and billing efficiency
- John Bangs, Head of Product Assurance, B Sky B
- Migrating RA & Fraud Operations to the Cloud and delivering Cloud-based services
- Investigating Technology and Platform offerings
- Evaluating current RA & Fraud delivery models
- Uncovering challenges in providing and using exiting RA / Fraud solutions
- Establishing a Cloud computing frame work
- Weighing up advantages and challenges
- Introducing Teleonto’s Approach to RA / Fraud on cloud
- Differentiating between available solutions
- Sanjay Sharma, CEO, Teleonto Technologies
- Utilizing and investing in technology effectively to streamline processes and assessing the impact this has on personnel
- Generating a business case for automation of systems and appropriate choice of tools to support operational teams
- Reflecting on the evolution of tools used to support revenue assurance and fraud teams and to what extent technology can support these functions
- Appreciating the changing scope of revenue assurance and fraud from a support to operational function and the impact of this
- Using metrics to generate justification for investment into tools for automation
- Outlining appropriate controls in order to establish your requirements in terms of tools and technologies
- Balancing the need to improve efficiency with the need to be cost efficient when investing in support tools
- Ensuring investments offer the flexibility needed to be able to adapt to evolving strategies and systems
- Stefan Buliga, Revenue Assurance Manager, Romtelecom
- Panel Discussion: Assessing the implications of automated revenue assurance and fraud prevention tools on strategic personnel decisions
- Considering team structure and drawing comparisons between the size of a team and degree of automation
- Determining whether accuracy of automated systems in both revenue assurance and fraud prevention is more of a technical rather than commercial responsibility
- Debating whether a high degree of automation exposes vulnerability to technical faults
- Balancing the degree of automation with the need for manual monitoring as a ‘double-check’ for revenue leakage
- Predicting whether further investment into automation will minimise the need for revenue assurance and fraud prevention personnel
- Panel session members include:
- Laurent Derivaz, Revenue Assurance Manager, Swisscom David Murphy, Revenue Assurance Manager, Eircom Stefan Buliga, Revenue Assurance Manager, Romtelecom Jana Lackova, Revenue Assurance Manager, T-Mobile Netherlands
- Forecasting future product development and the associated impact on fraud prevention and revenue assurance
- Anticipating the shift towards real-time billing and how time constraints on monitoring will affect revenue assurance capabilities
- Investigating methods of implementing rating and billing systems for real-time billing
- Anticipating the need for a network with high level of sophistication in order to record and report real-time traffic
- Addressing risks involved in terms of control and monitoring of such rapidly-available data
- Weighing up whether benefit outweighs risk
- Marc Knaapen, Revenue Assurance Auditor, Vodafone
- Cloud Computing; is this anticipated nightmare for fraud prevention and revenue assurance going to become a reality?
- Anticipating the emergence of cloud computing and identifying the risk areas such as data loss and security
- Judging to what extent the revenue assurance team will need to change commercial models to handle cloud computing
- Establishing responsibility in terms of ownership of revenue in the cloud
- Determining how each operator share will be measured and audited to assure revenue
- Edwin Hanke, Revenue Assurance Controls Consultant, BT
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