Provisioning - Internet Access Provisioning

Internet Access Provisioning

When getting a user / customer online, beyond user provisioning and network provisioning, the client system must be configured. This process may includes many steps, depending on the connection technology in question (DSL, Cable, Fibre, etc.). The possible steps are:

• modem configuration
• authentication with network
• install drivers
• setup Wireless LAN
• secure operating system (primarily for Windows only)
• configure browser provider-specifics
• e-mail provisioning (create mailboxes and aliases)
• e-mail configuration in client systems
• install additional support software
• install add-on packages purchased by the customer
• etc.

There are four approaches to provisioning an internet access:

• Hand out manuals. Manuals are a great help for experienced users, but inexperienced users will need to call the support hotline several times until all internet services are accessible. Every unintended change in the configuration, by user mistake or due to a software error, results in additional calls.

• On-site setup by a technician. Sending a technician on-site is the most reliable approach from the provider’s point of view, as the person ensures that the internet access is working, before leaving the customer’s premises. This advantage comes at high costs – either for the provider or the customer, depending on the business model. Furthermore it is inconvenient for customers, as they have to wait until they get an installation appointment and because they need to take a day off from work. For repairing an internet connection on-site or phone support will be needed again.

• Server-side remote setup. Server-side modem configuration uses a protocol called TR-069. It is widely established and reliable. At the current stage it can only be used for modem configuration. Protocol extensions are discussed, but not yet practically implemented, particularly because most client devices and applications do not support them yet. All other steps of the provisioning process are left to the user, typically causing lots of rather long calls to the support hotline.

• Installation CD. Also called a "client-side self-service installation" CD, it can cover the entire process from modem configuration to setting up client applications, including home networking devices. The software typically acts autonomously, i.e. it doesn’t need an online connection and an expensive backend infrastructure. During such an installation process the software usually also install diagnosis and self-repair applications that support customers in case of problems, avoiding costly hotline calls. Such client-side applications also open completely new possibilities for marketing, cross- and up-selling. Such solutions come from highly specialised companies or directly from the provider’s development department.