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"Case study on the impact of IT on a telecommunications company"
Case study on the impact of IT on a telecommunications company
Alyscia Yellowman

The following case study examines how increasingly; Information and Communication Technology are used within large public utilities. I will focus on observing a telecommunications company, particularly BT.

In recent years the use of IT has become increasingly widespread. The usage of IT includes producing customer's bills, provision of the service information, and the actual provision of the service in addition to many other areas. The development of the Internet has seen further uses to which ICT can be placed, and a widening of the access of the public to these services. At the same time there has been a rise in the amount of companies which provide telecommunications services with both benefits and potential dangers for the public.

BT provides services, which aid people to interchange information. For BT's personal customers, the most popular service is the everyday telephone, but business customers, in addition, transmit data in alternative manors, using computer modems, fax machines, video cameras etc.

Information and Communication Technology provides a way of managing data electronically. Business customers, and Bt's own staff members, increasingly use ICT together with BT's communications services to exchange data between computers.

Information needed by the company

A telecommunications company has to compile and store excessive amounts of information. To begin with, customer details must be stored to permit the engendering of bills. These details would include the customer's name, address, telephone number and method of payment. The method of payment may include direct debit as a member of a billing scheme, or hold a company in which the bills would be debited. Recorded information will also include the telephone usage by the customer, so a bill can be prepared. In BT a computerized Customer Service System (CSS) is used. This stores the information of about 25 million BT telephone lines. This huge system is distributed over five sites,...

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