riven, Web-based interface focused on serving the customer. Workflow handles what information or commands go to which systems in the background, without the CSR's knowledge. The CSR only needs to learn how to interact with the single customer service interface that focuses more on serving the customer and perhaps up-selling service or promotions. The example above does not take advantage of Web technologies. Before mobile networks and the Internet began to converge, mobile voice providers considered using the Web for customer self-service. The problem they found was that they would limit their audience because only a limited percentage of their potential customer base had access to the Internet. Instead, they leaned toward interactive voice response (IVR) solutions because that is what the handsets of the time could support. Now that handsets can support more and more advanced Web functions, mobile providers are leaning back to Web- based OTAP. Web-based OTAP minimizes the need for a human agent in the process. The user can enter account information, select special features and activate service using his mobile Web browser. Ideally, these requests flow- through to the provisioning systems in the background in an integrated environment. Alternately, the Web interface could forward service requests to a provisioning desk where they would be handled manually. Either way, the Web significantly reduces the need for humans to handle every customer request while extending more service control to the customer. This being the case, why do we not see these applications in widespread use? There are mainly two reasons. First, the technology is new. The applications simply have not been developed and put in place yet, and only the newest, high-end devices can browse the Web in any way similar to the desktop browser. Second, today's mobile networks provide limited data bandwidth. About the best data connection a mobile user can hope for is 14.4 kbps, but this is by no means the rule, nor are such data connections always consis