LLU Assurance Call handling performance June 08

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LLU Assurance Call handling performance June 08
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LLU Assurance call handling June 08
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LLU Assurance call handling March to June 2008
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SMC Improvement plan

• Workshop to agree corrective actions on
• How do we make sure the right people pick up and
  deal with a query?
• Have we a process for all scenarios (may be some
  new ones).
• Is OR responding correctly to CP queries - may be
  giving out data that is not appropriate.
• SMC resource - dedicated team to handle complex
  issues?
• Improve escalations process - rather than
  multiple people getting involved.
• Bridge Case response times.
• SMC response times.
• Improvement Plan to be shared with Industry _at_ Aug
  Service Forum.

• Training has commenced to increase our call
  answering capability
• 8 people in Nottingham currently in their first
  week of training

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SDSL Improvement Plan
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Action Plan

• SMC Provision - COMPLETED
• 23 May - Set up of Ring Fenced Team to manage
  SDSL Orders.
• 10 June - Team to be given product refresh
  training so that they are highly skilled on the
  "MPF Data Only" Product.
• 16 June - Option to be opened up on 0800 155 807
  to allow CP's direct access to Ring Fenced Team
• SMC Contact Number from 16 June
• 0800 155 807 Option 1 MPF
• Then Option 1 - MPF with dial tone (ADSL)
• or Option 2 - MPF without dial tone (SDSL)

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Action Plan (cont..)

• SMC Repair - COMPLETED
• 16 June - Option to be opened up to allow CP's
  direct access to Repair Team that are already
  highly skilled on the "MPF Data Only" Product.
• Review of Test Diagnostics process to cater for
  Loop Condition on Line from CP equipment
  possible workaround is use of the LL4 option.
• SMC Repair Contact Number for SDSL from 16 June
• 0800 012 1209 Option 2

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Action Plan (cont..)

• Field / Frames Engineers
• 30 June - Field / Frame Engineers to be given
  product refresh training so that they are highly
  skilled on the "MPF Data Only" Product.
• Frames briefing to supplement existing documents
  to be rolled out Aug 08
• Video of Frames best Practice to be rolled out
  Aug 08
• Review / Improve testing process during
  installation.
• Trial to commence in South Wales 16th June to
  provide dial tone during frames provisioning and
  self actuated test tone on field provision.
• Agreement reached to roll out nationally in July
  if trial is successful
• Agreement reached to scope redesign of SDSL SFI
  process and equip engineers with necessary
  equipment to perform the job

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Action Plan (cont..)

• SDSL Product
• MPF No Dial Tone Identifier SOR submitted on
  22/05/08 for options on Order Entry to allow CP
  to notify Openreach how MPF circuit will be used
  ( SDSL, ADSL2 etc). Product Identifier in scope
  for R1100.
• As interim measure CP's to use SDSL Identifier
  "Data only - No dial tone expected" in hazard
  notes.
• industry briefing on process next week.

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LLU SFI Industry Update July 2008
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.
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Improvement Activity

• Define the Perfect LLU SFI Ticket - completed and
  circulated to CPs.
• Review the LLU SFI engineering instructions
• Work in progress to reissue instructions in a
  simplified format but has been delayed Final
  version now due for completion by end July to
  coincide with release of briefing material.
• Produce a communication plan for LLU SFI
  engineers on requirements for this product.
• Production in progress, briefing scheduled for
  release to the field towards the end of July
• A trailer has been produced to give a flavour of
  the briefing video
• New activity being scoped to provide systems to
  support the product
• Web page checklist that will formulate a
  structured note that will be pasted into Fault
  Tracker based on answers provided by the
  engineer.
• Demo page to show content download (streaming
  video)

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LLU PoP Support-UpdateJuly 08
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LLU PoP support 6 month review / update

• Formal Launch 21st January followed by Industry
  event early March
• Support team relocated from Tunbridge to
  Maidstone
• Some strong adopters (3 CPs 70 of events
  reported)
• Primary Activity areas
• Tie Cables new template available for improved
  quality of test reporting
• Power issue Ongoing activities to improve
  communication between BT Operate PoP team
• Proactive updates to open events
• Response Times significantly improved

• 0800 085 0642 Option 1

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Quality Gates July 2008
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.
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Improvement Activity

• Four Quality Gates are to be introduced
• QG1 Customer Interface data now available on LL1
  reports
• QG2 Openreach SMC analysis has started, 1st
  report due end August
• QG3 Field/Frames due to begin analysis in
  September
• QG4 Line Test due to begin analysis in November
• Quality Gate for SFI
• Criteria definition completed end June 08. Same
  as for LL1 reports but using the SFI Perfect
  Ticket definition when auditing notes.
• Ticket sampling to commence during July with
  initial results due in August.

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Quality Gate 1 Eco repair
Key Red 0 - 49 Amber 50
- 74 Green 75 - 100
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Quality Gate 1 Neo
Key Red 0 - 49 Amber 50
- 74 Green 75 - 100
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Missed Appointments Progress Update 7th July
2008 Mark Withero Senior Service
Manager Openreach
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Missed Appointments Progress Update

• MEUPAC (Managing End User Pre Appointment
  Calling)
• Field Engineers / Work Allocation Team
• Service Management Centre
• Openreach Performance
• Volume Appointments Met at First Attempt
• Provision Appointments Met at First Attempt
• Repair Appointments Met at First Attempt
• Draft Script for SMC initial contact with End
  User

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MEUPAC (Managing End User Pre Appointment
Calling)

• Programme involves Service Management teams
  Calling End Users to ensure that they are fully
  aware of the correct appointment time and that
  all details required for the engineer such as on
  site contact and address are confirmed as
  correct.
• The original trial areas in Cardiff, Swansea and
  Birmingham have seen great improvements in the
  reduction of failed appointments as a direct
  result of this programme.
• Programme expanded last month to include the
  field patches of Wembley, West End, Romford
  (Thames North), Greenwich, North East Manchester,
  Leeds West Yorkshire, Grampian, Tayside Fife,
  Bath and Swindon.
• Programme will be expanded to include all 91
  patches across the UK by the end of July.

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Field Engineers / Work Allocation Team

• Work Allocation Team are now contacting the End
  User to rearrange appointment if Field Engineer
  is unable to keep Promise.
• From 1st July Field Engineers are to be targeted
  on their performance at meeting their Promise
  at keeping appointments.
• Field Engineering/ Work Allocation Team Process
  and Procedures under review to ensure that
  Promise targets can be met.

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Service Management Centre

• SMC resource requirements identified location
  to be confirmed.
• Trial to take place for Provision Appointments.
• Requirement for 2 CPs to volunteer for trial.
• Internal Workshop arranged for 15th July.
• Lessons learned from MEURA / MEUPAC
• Systems / Process Change Requirements
• Customer Workshop scheduled to take place on 24th
  July
• Review of End to End Process and SLAs
• Structure / Frequency of Calls
• Scripting

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Openreach Performance Volume Appointments Met
at First Attempt
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Draft Script for SMC initial contact with End
User

• Good morning / afternoon / evening, this is
  (agent name) calling from Openreach on behalf of
  your Communications Provider (CP Name ?) with
  regard to the installation of a line at your
  premises under reference ( CP Order Ref ).
• I am very sorry that our engineer was unable to
  keep the assigned appointment today / yesterday.
• If it is convenient for you, I would like to
  take this opportunity to arrange a new
  appointment for the installation of the line.

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Assurance Portal Feedback?
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Think before you choose

• LL1 Standard Line test unless a hard fault is
  located i.e. disconnect in the network. You do
  NOT get an engineer in a van on a Line Test Ok
• LL2 Standard line test and a engineering visit
  to perform a loop resistance check. Information
  gained is passed back to you
• LL3 Inline with LL2 with a insertion loss check
• LL5 SMPF ADSL Standard special faults
  investigation
• LL6 MPF SDSL Standard special faults
  investigation
• Which test product best suits the needs of your
  end user?
• Choosing the correct product can help to reduce
  delays and cost.

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Openreach Health Warning
LL2
LL1
LL6
LL5
LL1
MPF SFI
Standard Line Test
Handle with care
Choosing the wrong test product
LL5
can lead to delays and extra
LL2
SMPF SFI
cost for your business
Standard Line Test
Insertion Test
LL4
LL3
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Free Stuff!

• Get free engineering notes with every fault
  report raised

Openreach fault tracker now offering engineering
notes for free! Get the same view as the SMC.
Sign up today via openreach.co.uk
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What have you done today?

• You have just spent the last two hours resolving
  a broadband fault. The end user is happy and you
  feel like you have made a difference.
• So why not tell somebody about it?

Clear concise notes can help to reduce disputed
charges and repeat fault reports. Openreach
customers can now see your notes. How would you
like to be viewed?
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Think before you add notes

• ??????? openreach ????? ?????? ??????? ????
  ??????????
• Translation Openreach customers can now see our
  notes

Translation Not required
How would you like to be viewed?