In end 1995, UCAC paper no. 24/1995 titled: "Clarifying the roles of UCAC, OFTA and other neutral organisations serving telecom users and consumers (u & c) in Hong Kong" (appended by a list of points for clarifying roles) was discussed in UCAC (Telecom Consumers and Users Advisory Committee).

On the role of UCAC, Paper no. 24/1995 suggests:
1) that the role of UCAC should be made known to the public and respected by the industry
2) that UCAC can initiate sharing amongst all organisations concerned to reduce overlapping and oversight of roles for serving u & c and organise further activities
3) that UCAC can monitor the pace and impacts of deregulation and competition
4) that UCAC can reduce ambiguity and confusion caused by technical jargon

This short paper is submitted for the purpose of:
-examining progress made after discussing UCAC paper no. 24/1995
-stimulating discussion on what facts we are facing, reasons for reaching the current situation and what need to be done in the future for serving u & c better.

II. Progress since UCAC paper no. 24/1995

a) Fact: Since Paper no.24/1995, there has been very little progress, particularly suggestions (1) & (2) above; different roles are still not clear to UCAC members and u & c

b) Fact: technological changes are more complex than before: merging, overlapping, faster pace, new jargon, etc. U & c can be more confused and therefore need more help to understand the complexity.

c) Fact: true (free, fair, effective) competition can work well only when relevant information is available  and understood by u & c, as well as effective methods for minimising confusion and victimisation

d) Fact: Peace of mind of u & c and user-friendliness of ICT (information and communication technologies)  can reduce resistance against adoption and diffusion processes, vital in information society developments

e) Fact: our society has become more democratic; u & c have generated and practised more ways to make enquiries and complaints. More  effective strategies are needed than before to cope with them.

f) Fact: u & c usually make enquiries and complaints to suppliers and service providers first; if not satisfied with their response, they could act differently based on their understanding of the roles of neutral organisations: making further (multiple) complaints, telling the mass media, giving up, etc.

g) Hypotheses: records show that there are only a small number of complaints made from u & c to Consumer Council and OFTA because:
1. U & c are well served by suppliers and service providers
2. a big proportion of complaints are made to other places e.g. newspapers, e-forums, politicians
3. the majority are silent or too frustrated by responses from suppliers or service providers

h) Hypotheses: complexity and conflicts in the marketplace can best be served by:
1. education--as demand is best driven by understanding, knowledge and satisfaction of needs
2. competition--and laws and regulations can guarantee good competitive behaviours
3. non-intervention--economy grows when u &c adopt products and services, despite occasional successes and failures at supply and demand sides; help offered to u & c is not needed.

i) Hypothesis: clear demarcation of roles is necessary if education is considered important

j) Hypothesis: clear demarcation of roles is not necessary because it does not work well with market forces; even overlapping of roles can be effective in serving u & c

III. Different roles of neutral organisations serving telecom users and consumers

Note: {Organisation A}  denotes the specific role is performed by Organisation A

a) Conducting research

1. understanding trends after studying past and current situations {academics}

2. number-driven researches {Census & Statistics, OFTA, academics}

3. behaviour- or needs-driven research i.e. on why products and services are consumed {universities} (note: there is no centralised database on what have been funded and done)

4. comparative and sectoral research e.g. comparing between countries, industries and markets {IT Legislative Councillor, Consumer Council, OFTA, HKTUG, academics}

5. impact researches, on lives at home/workplace, on society {social organisations, academics}

6. anticipative researches/predictions e.g. what technologies and standards are coming, so that u &c can better prepare themselves {none}

b) Receiving enquiries/complaints and giving advice

1. of technical nature {OFTA, ITSD}

2. on tariffs, charges, fees, etc. {Con. Council, OFTA, ITSD etc.}

3. quality of service {none, as indicators of quality have not yet been identified}

4. various improper behaviours e.g. anti-competitive, unethical marketing, electronic theft {OFTA, relevant government departments, TAHK} (note: privacy matters not considered here)

c) Offering (free) community service:

1. to find out the source of service discruption e.g. interference {OFTA, universities, research orgs}

2. to check and test for the general public whether terminals are safe e.g. from radiation {none}

3. to help narrowing digital divide {international and social organisations, IT Legislative Councillor}

4. to offer help to reduce adverse environmental impacts of ICT e.g. dumping waste with toxic {government and non-government groups}

d) Educating and disseminating information

1. educating the general public on developments and impacts, via integrating or separating ICT components: telecom, computers, broadcasting {OFTA, ITSD, ITBB, Con. Council, Civic Education, Education Dept} (note: information contents not considered here)

2. educating secondary and tertiary students, on developments and impacts {teaching kit by CEWG, schools, universities} (note: no specific body to generate cases)

3. educating (and mutual learning amongst) user organisations--sharing cases and sectoral research findings, organising seminars, etc. {HKTUG, business support orgs}

4. educating the general public on whether terminals are safe and legal {OFTA, ITSD, Con. Council}
 
5. teaching about technologies {schools and universities, professional bodies, OFTA, ITSD, HKPC, etc.}

6. drafting checklists for u & c before they buy or rent products and services {Consumer Council}

7. publishing glossary of technical terms to reduce confusion {ITSD}

e) Maintaining the quality of service of service providers {none} (note: indicators for assessing quality not yet defined)

f) Designing and maintaining codes of conduct {OFTA, government departments, TAHK, HKTUG}

g) Facilitating participative policy making--through consultation papers, public e- and non-e forums, etc. {OFTA, ITSD, ITBB, IT Legislative Councillor}
 
IV. Future actions needed

1. to understand the current flows of enquiries and complaints to and between various organisations
2. to make sure which hypotheses above are correct
3. to redefine roles played by different organisations
4. to study whether these roles can be linked up better e.g. through a One-Stop Service/Coordinating Centre
5. to inform u &c the redefined roles of neutral organisations and new coordinating mechanisms, for offering them better service

Actions (1) to (4) need to be taken before Action (5). Discussion at UCAC is a good starting point

V. Matching actions at the OFTA website

If OFTA restructures its website, consideration can be given to segmentation of information items based on products and services e.g. fixed, external, mobile, Internet, etc. Users and consumers can then search for and learn about various issues from their perspective (not from the perspectives of technologists, suppliers and service providers). Issues per product or service include general/non-technical (trends, impacts, laws & regulations, help required, etc.) and specific/technical (standards, numbering, frequency, etc.). Web links can also be inserted at appropriate places, hence focusing on specific concerns and needs of u & c.

 
Prepared by Dr Charles Lam, July 2001
 
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Your comments and suggestions are welcome. Please send to me at clam@kamching.com