Following the news that Vodafone’s £4.6m fine following IT issues linked to its new billing system, Kevin Cunningham, Director at SQS, software quality specialists commented below.
Kevin Cunningham, Director at SQS:
“Today’s news that regulator Ofcom has fined Vodafone £4.6m after IT issues linked to its new billing system led to a “serious” breach of customer protection rules, has brought to life the impact that insufficient software assurance can have on an organisation’s bottom line and brand. It could have been avoided.
Vodafone’s IT issues cost its customers £150,000 over a 17-month period. Vodafone’s “failure to address these problems” has not only led to the largest fine to date for a telecoms operator but has also massively affected its customer reputation. Poor processes were also cited as a reason that some complaints were not handled “in a fair, timely manner”
Whether organisations are implementing a new billing system or a complete software refresh, quality assurance must be implemented throughout the entire operation, from conception through to implementation. Engaging with an independent strategic quality partner allows organisations to mitigate risk during IT led transformation, safe in the knowledge they have done everything possible to exceed customer expectations in a competitive landscape and providing the assurance that the technology fully aligns with the business processes .”