ture, but it isn't any more far-fetched than some of the other ideas that have come along in the last few years. Downloaded from Digital Engineering Library @ McGraw-Hill (www.digitalengineeringlibrary.com) Copyright © 2004 The McGraw-Hill Companies. All rights reserved. Any use is subject to the Terms of Use as given at the website. The Byzantine World of Telecom Regulation The Byzantine World of Telecom Regulation Today, writing a definitive section on telecom regulation is like playing that wonderful arcade game from the 1970s, Whack-a-Mole: Every time things seem like they're under control, another one pops up in an entirely new and unexpected place. In this section, we will attempt to create a snapshot of telecom regulation with enough detail to make it useful, but with the understanding that as I sit here typing the environment is shape-shifting around me. I can't emphasize enough how critical it is for decision makers in the tech sector to stay aware of changes in regulatory law and attuned to the impacts that regulation has on all facets of the technology industry. The "reworking" of the telecommunications industry that began with the divestiture of AT&T in 1984 reaches far beyond the borders of the United States. It has become a global phenomenon as companies move to compete in what has become an enormously lucrative business. Cus- tomers have been quick to point out that technology is a wonderful thing, but unless the provider positions it in a way that makes it useful to the would-be customer, it has very little value. Customers expect service- provider representatives to have relevant technical knowledge as well as knowledge about them as customers: business issues, competition, major segment concerns, etc. Furthermore, the level of customer satisfaction or dissatisfaction varies from industry segment to industry segment. ILECs are too rigid and expensive. CLECs must compete on price but must also show a demonstrated ability to respond quickly and offer OSS/NM capa- bilities-and, in today's marketplac