The personal views expressed in this article are those of the author and do not necessarily represent those of the TeleManagement Forum.

Recently the key for the letter ‘e’ on my laptop keyboard broke. This has - not surprisingly - had a detrimental affect on the accuracy and speed of my typing (which was never wonderful in the first place) and therefore on my overall business efficiency. Cleary, giving up typing altogether (except possibly to employ and audio typist?) is not a viable option, so I have had to experiment with various methods of dealing with the problem. It occurred to me that these activities are an almost perfect parallel with the challenges faced by Revenue Assurance Managers when trying to overcome the technical and business shortcomings in the legacy systems for which they are responsible.

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