The ICN announces a major milestone in its ongoing tool and system modernization project, officially selecting and transitioning to Cadebill, a flagship platform developed by MCL Systems Limited.

The implementation marks a strategic shift away from fragmented, generic IT tools toward a unified, telecom-centric Business Support System (BSS) and Operational Support System (OSS).

Cadebill will serve as the core system powering ICN’s billing and business service applications, as well as request, incident, and change management solutions.

"We are intentionally choosing a telecom solution to run our telecom operations," said Ryan Mulhall, ICN Executive Director. "This project presents an opportunity to reshape our collective understanding and enhance our ability to see a common operating picture across the entire network."

The journey began in August 2025 with the release of a competitive BSS/OSS Request for Proposal (RFP). Out of eight competitive bids received, two vendors were selected for demonstrations, concluding with a vendor selection in November 2025 and a finalized scope of work in January 2026.

The modernization strategy targets three operational improvements:

• End-to-End Process Integration
• Foundational Data Realignment
• Cost Reduction

If you have driven past a construction site and noticed a row of small, brightly colored flags in the grass, you have seen a utility safety zone in action. For the ICN, these zones are a vital defense for our critical infrastructure.

The ICN consists of approximately 3,400 miles of owned underground fiber-optic cable across Iowa. Whenever a construction crew or private contractor plans to dig near a road, they submit a "locate ticket." If that digging falls within ICN’s designated buffer zone, a technician travels to the site to map and mark exactly where the fiber optics are buried.

Historically, ICN operated with a highly cautious, 200-foot buffer zone stretching from either side of our cable lines. While this safety net kept contractors clear of the fiber cables, it also triggered a larger volume of locate requests, which resulted in a higher expense.

To streamline operations and modernize our approach, ICN is shrinking this buffer zone from 200 feet down to 50 feet, a move that aligns directly with standard utility practices across the industry.

At the ICN, our priority is keeping our customers connected with secure, reliable telecommunications. 

To ensure we consistently meet the needs of those we serve, ICN tracks monthly customer satisfaction using Qualtrics. As we reflect on Fiscal Year 2026 (July 1, 2025 – June 30, 2026), these customer survey results highlight strong overall performance across both field installations and daily operations support, achieving a combined FY 2026 Customer Satisfaction Score of 95%.

FY2026 Survey Highlights

Across all survey responses, customers praised our team’s dedication, expertise, and professionalism.

• 95% Combined Customer Satisfaction: Combining scores across both installation and Network Operations Center (NOC) support services.
• 96.92% Satisfaction Rate in Installations: Field installations and business services achieved an overall score of 4.85 out of 5 stars.
• 100% On-Time Field Arrival: Technicians achieved a 100% on-time arrival rate for scheduled installation appointments.
• 92% Installation Expectation Match: 92% of customers reported that their installations met expectations and were completed within agreed timeframes.
• 4.92/5.00 Likelihood to Recommend: Customers gave a near-perfect rating when asked if they would recommend ICN installation services.