The old distinctions between OSS and BSS are no longer useful. Successful re-engineering of support systems requires a recognition that "Profile" is the key architectural interface between the systems that support business processes and the systems that support service delivery in a user-centric broadband network. The Telecom New Zealand experience illustrates not only the importance of a centralized profile repository, but also the need to aggressively move towards a hub-and-spoke application architecture based on a carefully considered "functional" enterprise data model. The article also examines how Telecom New Zealand is challenging the traditional telco thinking around point solutions for business process management and asks if generic process management tools are more appropriate in a modern support systems environment.