Sir, In my view the overriding reason for the failure of the new 118 directory inquiry services to deliver cheaper calls and more choice for consumers (report, August 23) is that the telephone industry chose to ignore the considerable learning acquired from the successful National Code & Number Change in 2000-01.
Despite the intensity of competition in the telecoms market “The Big Number”, as it was commercially known, recognised from the outset the need to create an industry-led communications programme that spoke with one voice, to which all the key participants contributed funds, in order that consumers knew why changes were needed, when they would occur, and how they would affect them. This unprecedented approach made the changes more palatable to the consumer and was key to the successful transition to 02 dialling codes and new 07 mobile numbers.
The 118 changes were undertaken on the cheap, with very little thought given to the resultant consumer confusion, and a naive belief that market forces would drive down costs for users.
We are now left with directory inquiry services that people lack confidence in, pay more for, and are a pale shadow of those provided by other EU countries.
Yours faithfully,
HOWARD SANDOM,
(Communications Director, National Code & Number Change, 1999-2001),
13 Chesterfield Drive,
Sevenoaks, Kent TN13 2EG.
mail@hsandom.fsnet.co.uk
August 23.
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From Mr John Evans
Sir, Surely on the comparatively rare occasions when it is necessary to call directory inquiries, most people have not got time to worry about whether the call will cost 27p or 65p. All we want is a fast, efficient service, as was given for many years by the old 192. As for wasting money on investigating the problem, I am appalled.
Yours sincerely,
JOHN EVANS,
12 Glen Avenue,
Colchester, Essex CO3 3RR.
August 24.