People talk a lot about what’s wrong with the economy these days, but here’s some good news: Technology has allowed America’s citizens to enjoy the benefits of a communications revolution built to meet ever-growing and diverse demands. And this growing demand for staying connected is being amplified by an entertainment and social media aspect to communications, one that is getting more mobile and more personalized every day In this environment, your Smartphone, tablet, or other device of choice is how the world reaches you, and how you reach the world.
As you choose new services and devices, your telephone number stays with you. Neustar is the company that makes this happen, and last year we achieved an important milestone in our service to the communications industry: a perfect score on each and every one of our service measurements.
A perfect score. How often can you say that?
To truly understand what this means we have to get back to the basics. Number Portability is the system that makes transferring phone numbers possible. The right to take your phone number with you is mandated in the United States by the Telecommunications Act of 1996, and has been implemented with the active participation and management of all service providers in the United States. Over the last decade and a half, Neustar, as the Local Number Portability Administrator in the U.S., has partnered with service providers, regulators, and consumers to deliver the technology that allows consumers to transfer communications and their telephone numbers without experiencing any service interruptions.
The infrastructure Neustar administers is recognized as the most comprehensive and largest number portability system in the world, delivering millions of updates in real time to thousands of operators across the country – wireless, cable, voice-over IP, you name it. Our performance record speaks for itself, and reflects the critical nature of this platform in sustaining competition and innovation in the U.S. telecom market. In 2011, Neustar achieved perfection by meeting or exceeding all of the 2,268 service level reporting opportunities measured by our customers – the U.S. service provider community – across all U.S. regions. These measurements include metrics on system availability, transaction performance, security, and help desk response.
In combination with our highest-ever customer satisfaction scores (3.8 out of 4), these results represent a banner year for overall performance. What’s more, during this same period, we also performed a full technology refresh on our application hardware, software, and database infrastructure, and set new standards for both the performance and value of the system. This in turn has contributed to our customers’ ability to roll out exciting new communications, entertainment, and social media services that rely on telephone numbers as a vehicle – and gives consumers the peace of mind that their choice of service providers won’t result in the loss of their telephone number.
The 2011 performance results are a reflection of the professionalism, expertise, and experience of the hundreds of Neustar employees that provide the nation’s number portability services, whether in application support, data center operations, billing, customer experience, development and testing of new features, and others. Who knows what the future will bring, but it’s good to know wherever the American consumer takes us, we’ll make sure her number follows – perfectly!