Mornings With Mark

A recent report from the Canadian Commission for Complaints for Telecom-television Services (CCTS) saw a dramatic increase in complaints with billing being one of the top reasons. That's not especially noteworthy in an industry known for poor customer service...until you dig a little deeper. Most providers have ancient, complicated billing backends with massive amounts of technical debt. Internally, it would be hard to justify the resource spend to update these systems because of the scale of the problem but also because the metrics are off. This technical debt manifests itself in customer service metrics, not IT metrics. Cybersecurity is general a code quality and operations issue. Technical debt contributes directly to risk but we—cybersecurity—also have this issue of being disconnected from the metrics that would highlight the risk associated with these decisions! References; CBC News articles on the CCTS report, https://www.cbc.ca/news/business/telecom-television-complaints-increase-mid-year-report-2019-