Bringing Next Gen Broadband to Tribal Communities - ETI

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Bringing Next Gen Broadband to Tribal Communities

ETI helps modernize rural open access network while reducing complexity

The Who

A Canadian not-for-profit telecommunications corporation that supplies broadband carrier services for tribal communities and local municipalities, this provider brings diversified connectivity to global telecom networks, content providers and to Internet for a broad range of social and economic opportunities.

The What

The service provider wanted to modernize their open access broadband operations to deliver better digital experience to their partners, and ultimately their customers, while reducing IT complexity and operating expense. The service provider needed to modernize their open access broadband operations to support their strategic aims:

  • Invest in community assets and people such as customer service technology that enables real-time outage and energy usage and is mobile-friendly.
  • Enhance citizen’s quality of life including the expansion of the fiber internet network.

Support economic development to accommodate residential and industrial growth and improve reliability.


Their legacy infrastructure, monolithic applications and legacy IT processes were affecting how they could service their customer and partners as well as bring new services and products to market faster. Legacy systems consisted of disparate software that cannot be easily reconfigured. Any upgrade or modification required significant expenses and contributes to a high total cost of ownership (TCO).  Additionally, legacy systems do not scale easily, and adding more capacity does not remove bottlenecks that are structural.

The client hoped that collapsing multiple proprietary and homegrown systems across Order Entry, Provisioning, Network Inventory, Network and Trouble Management Systems, and Customer Care systems (streamlining their operations) would lead to significant operational savings and personnel efficiencies.

The client selected ETI to deploy a scalable broadband management platform across their business operations, realizing the most successful operators will place the end-to-end customer experience at the heart of these efforts. The client had specific transformational requirements that ETI need to meet, including:

  • Deploy a single platform and unified data source
  • Develop ani ntuitive environment for both business and technical teams.
  • Create a 360-degree view of their business
  • Improve company-wide governance
  • Become extensible or future proof


What we deployed:

ETI Software deployed our Service Management Platform, which includes modules for device management, OSS, billing and self-service portals. We also adopted TM Forum eTom best practices to future-proof network and operations going forward.

Combining siloed systems and adding automation through ETI’s Serivce Management Platform has improved service fulfillment and customer experience.


  • Service fulfillment: Operators report significant reductions in labor time for automated fulfillment processes
  • Improved user interface and access to information was the key driver to these benefits.
  • Automation improved asset utilization of network resources and offer capex avoidance.
  • Automation reduced order fallout by using standardized templates, scenarios or customer journeys. (Order fallout is when a service order fails during processing due to missing or incorrect information, or a failure occurring in the domain controller. These failed orders require manual resolution by an engineer or customer service representative.)
  • Common data and service models: Common data and service models are necessary to bring service fulfillment and assurance processes together and to fully leverage automation.
  • Customer-centric automated operations: Operations processes become “automation-native” to keep up with demands at scale.
  • Zero touch operations

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