LLU Update

1
LLU Update 3rd December 2008 Peter Boyle
Openreach makes every effort to ensure the
information in this report is accurate at the
time of compilation, however, Openreach does not
represent that it is complete and Communications
Providers should check with Openreach for the
latest available information. Openreach reserves
the right to modify delivery criteria and
delivery dates.
2
PSTN Non Served Premises - NSP
Openreach makes every effort to ensure the
information in this report is accurate at the
time of compilation, however, Openreach does not
represent that it is complete and Communications
Providers should check with Openreach for the
latest available information. Openreach reserves
the right to modify delivery criteria and
delivery dates.
3
Current Issues

• No lead time is given for PSTN NSP or its
  equivalent WLR3 NSP
• Line Plant Availability dates can be changed at
  short notice (often on the day quoted)
• Openreach use own contractors, infrequent updates
  in a timely manner
• No escalation chain in place during an order or
  after civils have been completed no SLA for
  PSTN delivery
• No quality audit after civils have been completed
• No formal reporting process in place when orders
  have been delayed

4
Proposed Initiatives

• No lead time is given for PSTN NSP or its
  equivalent WLR3 NSP
• The existing SLA is that Openreach aims to
  provide a Gateway reference number within 3
  working hours for at least 99 of valid orders
  placed within the order placement capacity of the
  Gateway during a calendar month.
• If a field Site survey is required, Openreach
  aims to complete within 4 Working Days from the
  date the order is Processed. Openreach planners
  will utilise provided contact numbers in order to
  arrange joint meets as required. Site details and
  plans can be exchanged at this stage as EMP
  cannot accept attachments on orders
• After planning is completed the LPAD is delivered
  to the customer usually within 24hrs or at an
  agreed time during the joint meet

5
Proposed Initiatives

• Line Plant Availability dates can be changed at
  short notice (often on the day quoted)
• On large scale NSP roll outs, Openreach has
  trialled the concept of a Contract Liaison
  Manager who engages with our contractors and is a
  single point of contact for the Openreach SMC.
  The concept has proved beneficial and will apply
  on all new contracts
• This has resulted in more accurate updates to the
  SMC and reduced calls between Openreach, its CP
  and end user
• With the introduction of a single point of
  contact in the field, future lead times can be
  better provided and also be more timely
• Communication currently limited to the London
  area but will be briefed nationally as best
  practice is established and larger scale schemes
  come on line Manchester Congestion Charging etc

6
Proposed Initiatives

• Openreach use own contractors, infrequent updates
  in a timely manner
• The implementation of a Contract Liaison Manager
  has resolved this issue as the SMC now has a
  single point of contact for issues and updates
• No escalation chain in place during an order or
  after civils have been completed no SLA for
  PSTN delivery
• If Openreach fail to pass on an update regarding
  delay to the LPAD then an escalation can be
  raised via the DSO
• Where delays are due to MBORC then a new LPAD
  will apply
• Where HS is an issue (trip hazard etc) Openreach
  has a maximum two hour limit to respond. Where
  work is of a reinstatement nature, the current
  lead time for all utilities is six months

7
Proposed Initiatives

• No quality audit after civils have been completed
• The Contract Liaison Manager has eliminated the
  practice of a snagging list by CPs as the SMC
  are able to maintain control over outstanding
  work and also bring to light any HS issues
• No formal reporting process in place when orders
  have been delayed
• Formal reports can be requested by a CP where
  Openreach has failed a commitment. To request a
  report the CP can utilise the current complaints
  portal on www.openreach.co.uk and this provides
  an audit trail when required as well as providing
  documentation which can be shared with your end
  user

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www.openreach.co.uk...................
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www.openreach.co.uk...................
10
Currently Available

• LLU NSP can also be ordered direct from Openreach
  
• Please speak to your Customer Business Manager
  for more details. NSP can be ordered via the
  Service Products arena with an initial survey
  required.

11
LLU SFI Improvement
Openreach makes every effort to ensure the
information in this report is accurate at the
time of compilation, however, Openreach does not
represent that it is complete and Communications
Providers should check with Openreach for the
latest available information. Openreach reserves
the right to modify delivery criteria and
delivery dates.
12
SFI Update

• Workshop held with Field Operations on 2nd Dec to
  review field procedures and identify best
  practice.
• Specific areas of improvement identified are in
• Testing procedures Work has already started to
  simplify "Hawk Pair Quality Testing" which we are
  looking to utilise for SFI
• Co-op calls
• Task Closure
• Clear codes
• Quality of notes
• The 2 hour limit
• Objective is to provide an enhanced and more
  consistent customer experience.

13
Other initiatives that impact SFI

• Frames Direct Trial for ADSL
• Fames Direct Product trial scheduled to start in
  25 exchanges in London area, January 2009.
• Frames engineers will carry out sync tests at the
  frame using testers compatible with ADSL2
• Frames engineers will also be equipped with
  attenuators that can simulate a long line so
  testing sensitivity of CP equipment to weaker
  signal strengths

14
SDSL / Missed Appointments / Engineer Contact
Openreach makes every effort to ensure the
information in this report is accurate at the
time of compilation, however, Openreach does not
represent that it is complete and Communications
Providers should check with Openreach for the
latest available information. Openreach reserves
the right to modify delivery criteria and
delivery dates.
15
SDSL / SMC Workshop

• SDSL customer / SMC workshop provisionally
  arranged
• Date - Thursday 8th January 2009.
• Venue - 1 Sovereign Street, Leeds LS1 4BT
• Agenda Items
• End to end repair process walkthrough.
• Router types / testing scenarios (CP Driven)
• Current workaround for SDSL .is it working?
• Can we do anything different?
• Visit SMC to view live faults on system
• Enquiries regarding the workshop should be
  directed to mark.withero_at_openreach.co.uk

16
Missed Appointments Progress Update

• End date for SMC Appointment Trial for LLU Repair
  is Friday 28th November.
• RCA during SMC trial has identified a small
  number of failings in Field Engineering/ Work
  Allocation Team Process and Procedures.
• Data from Trial will be used to support the
  Change Request submitted to align Work Allocation
  Team Process for WLR and LLU Repair.
• Report on trial to be compiled during December.

17
Engineer Contact Progress Update

• The following systems have fields for alternative
  contact details that should be used by CPs at
  Order/Fault Entry.
• EMP Provision for LLU
• EMP Repair for LLU
• WLR3 Provision
• WLR3 Repair
• eCo Repair (WLR2)
• If CPs have issues with engineers not responding
  to requests on Engineering Notes or not using the
  alternative contact details to be raised with
  individual Service Managers.

18
Engineer Contact Progress Update

• The following systems do not have fields for
  alternative contact details that can be used by
  CPs at Order/Fault Entry.
• SPG WLR2 Provision
• No plans for system changes or developments for
  WLR2.
• Current working practice for some CPs is to add
  the contact details in the Non Engineering Notes
  which leads to delays in the issuing of the
  order. In the majority of cases these notes are
  duplicates of the details already submitted in
  the Engineering Notes.
• Issues with engineers not responding to requests
  on Engineering Notes or not using the alternative
  contact details to be raised with individual
  Service Managers.