FROM THE INDUSTRY
As providers navigate this regulatory framework, the accuracy of customer data has become central to meeting requirements and delivering a seamless switching experience. However, maintaining precise records isn’t just about operational compliance; it’s a competitive advantage in an increasingly data-driven industry.
it also demands operational precision to meet regulatory standards and ensure uninterrupted service transitions. As of the OTS system’s full activation in October 2024 – following the decommissioning of the older NoT+ system – over 100,000 orders had been completed seamlessly. However, implementing OTS isn’t a simple compliance exercise. For the process to function properly, all providers must operate on the same system, and maintaining precise addressing data is critical. Inaccurate data can result in service disruptions and potentially trigger regulatory action by Ofcom. The OTS process is managed by the One Touch Switching Company (TOTSCo), a not-for- profit organisation collaboratively created by the telecommunications industry.
OTS to change the industry
Switching between service providers has historically been a resource-intensive process for both businesses and customers, with customers having to do much of the liaising to facilitate the switch. To address this issue, Ofcom, the UK’s regulatory authority for the broadcasting, telecommunications, and postal industries, introduced the OTS initiative in 2021. In early 2024, Ofcom set a final deadline for providers to transition to the new One Touch Switching (OTS) initiative. This regulatory system was designed to streamline the process for customers, allowing them to switch providers by interacting with only one company, with switches happening in as little as one day. While OTS introduces efficiencies for CPs,
The importance of addressing data
A central component of the success of OTS relies heavily on accurate and reliable data of a customer’s location— addressing data—from each provider, which is essential to match customer
MARCH 2025 Volume 47 No.1
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