Transforming Organizational Efficiency: A Case Study on BSS/OSS System Replacement

The efficiency of organizational operations is increasingly curtailed by outdated Business Support Systems (BSS) and Operational Support Systems (OSS). This paper investigates the challenges associated with legacy systems, characterized by fragmentation, high maintenance costs, and limited scalability, which hamper operational effectiveness and customer satisfaction. By employing a comprehensive case study approach, we explore the systematic replacement of antiquated BSS/OSS with modern, integrated solutions. The methodological framework involves current state assessment, requirements definition, vendor selection, system development, data migration, integration, pilot testing, change management, full deployment, and post-implementation optimization. Our findings reveal significant improvements across various metrics, including provisioning time and customer satisfaction scores, highlighting the crucial link between system modernization and enhanced organizational performance. The implications of this research underscore the necessity for organizations to reassess their BSS/OSS frameworks and invest in modernization to thrive in an increasingly digital-first marketplace.