Off Portal Content Monitoring Action Team
 
Off portal content is defined as applications and/or media (text, graphics, audio, animation, and/or video, etc.) that may be distributed to a mobile device and is not purchased directly through the carrier. 

Description of the Action Team: 
The WIC Leadership Council recognizes the dramatic growth in the 3rd party, off-portal content area that has driven a need for a consistent, thorough content monitoring approach. Non-compliance by 3rd party off-portal content providers (aggregators and applications developers) is driving customer dissatisfaction, potential litigation, and additional significant costs for the industry (such as Customer Care).  More >
 
The purpose of this action team is to provide the industry with certification and an ongoing, rigorous assessment process of its 3rd party content providers (aggregators and applications developers). The monitoring approach should include (but not be limited to) checks on the appropriateness of content, advertising clarity, trademark/copyright and content classifications compliance, and subscription management functionality. Critical success factors for this effort include: 

  • Certification of content providers (aggregators and applications developers) as part of the on-boarding process
  • Monitoring on a regular basis to be effective
  • Providing flexibility to monitor content providers more or less often based on 
    historical performance
  • Testing with multiple handsets for each provider to best simulate a variety of 
    customer experiences
  • Driving action actively and reinforcing compliance by leveraging outcomes
  • Responding quickly to customer complaints 

  • Development of a certification program and monitoring operation will help build a scalable and efficient value chain that facilitates the adoption of mobile data products and services.  Furthermore, this strategy protects the interests of consumers, brands and telecommunications operators, as well as promotes best practices among third party service providers. 

Key Deliverables: 

    • Standards for certification
    • Benefits of certification (such as advertising privileges)
    • Termination process for ending certification
    • The certification process will provide transparency to carriers and consumer   brands and simplify the process for getting an application into the mobile    marketplace. Certification could include a due diligence process, binding contract     with representations and warranties of service, among other standards. 
    • The certification process is meant not only to standardize quality controls, but also   to enable methods of efficiency to be achieved such that high volume, dynamic     content services with real-time, ongoing campaigns can be feasibly implemented.
    • Establish best practices and guidelines for ongoing monitoring of off portal content to ensure a positive user experience. 
    • Document the best practices and guidelines for an ongoing monitoring function to     include:
    • The capability to conduct audits on the third party providers in a timely manner
    • Institution of a standard process for documenting and escalate errors/issues uncovered so that action can be taken
    • Preparation of a list of recommendations (warnings) for providers to help avoid future problems
    • Audit script creation and ongoing refinement to achieve maximum value with increased efficiency
    • Integration of automation
    • Recommendations for continual improvement to industry standards
    • Constant follow up on requested provider site and functionality changes
    • Ability to test on multiple devices (handsets, web, etc)
    • Quick response mechanism to requests for emergency research on customer complaints