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introduction

This case study revolves around the Affordable Connectivity Program (ACP), a federal program that helped lower the monthly cost of broadband services for eligible households. Eligible households were receiving up to a $30 benefit on their eligible mobile broadband services and those who lived on federally recognized Tribal Lands were receiving up to a $75 benefit on their eligible mobile broadband services. Only one benefit per household, not per person, was allowed, and the benefit was applied to one broadband service, regardless of service provider.

problem statement

There was a lack of dedicated backend system tailored to manage the complexities of this program. The absence of a comprehensive backend solution had several challenges
Lack of Customer Qualification and Registration without ensuring compliance before registration.
Lifecycle management was difficult by monitoring various lifecycle stages and updating NLAD details
Delays & failures had happened often bad error handling methods
Manual data integrity checks caused delays & failures
Increased operational costs due to manual processes and lack of automation.
Reduced program effectiveness and user dissatisfaction
Compliance risks and difficulties in error management.

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analysis

The system's existing architecture, the challenges involved, third-party integrations, the impacts of implementing the connectivity program that would enhance the system with cutting-edge technology were all taken into consideration during the study process.

implementation

Benefit Automation: Automated monthly benefit and accurate eligibility checks.
Lifecycle Management: Managed customer lifecycle stages and updated NLAD details.
Communication: Timely communication with customers at different program stages.
Retry Functionality: Robust mechanisms to handle delays or failures seamlessly.
Error Handling and Customization: Configurable error handling for user-friendly messages.
Automated Data Integrity Checks: Regular checks to ensure data integrity proactively
Captured all customer information including acceptance of the T&C’s / disclosures
All information was stored for 6 years after the end of the program
Online customers had requested the webform from the landing page by submitting their CTN. Response was a tokenized link.
Care & Retail sent a tokenized link (authentication) to the wireless network
Once submitted, a tokenized link was returned with the webform which was completed by the customer and submitted accordingly
Webform data was validated against NLAD using API
Webform did not get submitted successfully unless all required fields were completed and relevant data matched NLAD
Cases were created for failed webforms and added to Voyage care queue
Name changes were made to the account if the customer agrees on webform
EBB address tracked on the EBB Profile
SPI was masked as needed when displayed to EBB care.
Front-end validation on certain fields (last 4 SSN, DOB, email)
Validated webform - error message was generic in nature to prevent hackers from deriving SPI

technologies used

Kibana, elastic search and Logstash for monitoring and alerting dashboard

Java Spring Boot Application for developing microservices with ease and efficiency.

Cassandra for Data Storage

Redis for Cache Data Retrieval.

Solace for Event-Driven Event Handling.

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outcomes & benefits

The implementation of the microservice-based backend application for managing the Affordable Connectivity Program was poised to deliver numerous advantageous outcomes and benefits:

Automated Customer Qualification and Registration
Efficient Benefit Administration
Streamlined Customer Lifecycle Management
Timely Communication
Orchestration with Camunda and DMN
Configurable Error Handling
Automated Data Matching and Validation
Streamlined Claim Process Logic.

conclusion

In conclusion, the aaordable connectivity program had not only driven substantial growth and engagement for the telecom provider but also established a strong foundation for sustained customer loyalty and market expansion. By continuously refining and innovating the program, the telecom provider was well-positioned to maintain its competitive edge and achieve long-term success in the dynamic telecom industry.