LLU SFI Improvement

1
LLU SFI Improvement 2nd March 2009
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
SFI Update

• Industry workshops are now taking place to focus
  specifically on the Openreach LLU SFI Product.
• The aim of the workshop is to improve customer
  experience, working within the scope of the
  existing product description. Also to explore
  how Openreach could further enhance the product
  in line with CPs needs.
• In attendance have been
• Openreach Service Delivery
• Openreach Customer Service
• Openreach Test Diagnostics
• Openreach Product Line
• Representatives from most of the LLU
  Communication Providers
• Feedback from CPs who attended these meetings has
  been very positive.

3
Openreach Actions

• A series of field briefings are being produced to
  update the engineers the first of which was
  issued on 23rd February. This initial briefing
  covered
• Clarification on the up to 2 hours rule that is
  part of the product and its application dependant
  on the location of the diagnosed problem.
• Requirements to increase and improve the level of
  co-op
• Arrangements for ensuring that the correct
  Network Terminating Equipment (NTE) is provided
• The next briefing will be issued early March and
  will cover
• Job Progression Booking Practise

4
What CPs need to do

• Openreach have proposed to introduce a Pair
  Quality Test at the start of every LLU SFI task.
  In order to determine if this is agreed by
  industry CP representatives were asked seek to
  provide a formal response by 16th February. Some
  CPs have yet to respond - RESPONSES ARE REQUIRED
• Openreach agreed to have engineers make a co-op
  call at the start of all Repeat LLU SFI tasks and
  this requirement was included in the initial
  field briefing. So, in order to help Openreach
  comply CPs are requested to include a note on all
  repeat SFIs stating -
• This is a REPEAT LLU SFI Task, please call the
  Broadband Helpdesk before starting work

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Follow Up Actions from SDSL / SMC Workshop

• Progress update on proposal for MPF No Dial
  Tone
• Performance Reporting for SDSL
• Sharing of Line Test Results
• Review of Openreach testers used for SDSL faults
• Review of Workaround for SDSL end user visit
• Clarification on Joint Meet Process
• Logic behind Openreach Structured Questions.

Follow Up Call with Progress Update scheduled for
Wednesday 18th March
6
Missed Appointments Progress Update

• Interim Solution
• Manual workaround designed in conjunction with
  WMC
• Proof of Concept Testing to commence Monday 2nd
  March.
• Strategic Solution
• Change Request Tempo 1756 reviewed by Demand
  Control Board.
• Fast Impact Analysis required to quantify the
  complexity of this change
• Engineering Process Review
• Working Party set up to review engineering
  process across Repair and Provision for WLR2,
  WLR3 LLU.
• Aim to share Best Working Practice to provide
  consistent approach for No Access and Missed
  Appointments across all products.

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Customer Service (Chester SMC) January
2009 Peter Denny Louise Sargent Service
Improvement Openreach
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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9
Quick Update on Milestones

• Definition and recommendation stage now
  completed.
• Emails the CP interface tool (presented last
  time) remains on target for July 09.
• Calls and ad hoc requests first touch
  resolution action plan in place (for feasible
  processes).
• MIS SOR placed with MIS team for required
  measures. Currently under review.
• Jeopardy Management and Tails the SMC are
  implementing a detailed action plan. Improvements
  categorised into 4 key areas. These are systems,
  process, people and customer.
• Escalations and Expedites Short term and long
  term proposals are being explored. Further
  detailed update next month. The CP interface tool
  will also be an enabler for improvement.
• Partnerships and SMC People new process has
  began to improve processes between SMP and SMC
  team, in order to maximise capabilities. Results
  are being closely monitored. New MAC process in
  place.

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MAC Query Process Planned Improvement

• Single SMC team assumed end to end responsibility
  as planned on 16th February 2009
• Specific mailbox for MAC queries
  mac_at_openreach.co.uk
• Progress updates now being provided to CP
• Internal trend analysis being used to facilitate
  improvements to quality and timeliness of our
  problem response
• Performance as of 20-02-09
• 95 resolved within 72 hours

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Next Steps- MACs

• Aim Development of a improved response target
• Design activity focused on reducing the impact of
  systems latency on problem response times
• Internal process changes to introduce a more
  efficient problem resolution capability
• Implementation of above improvements is planned
  for end of April 2009
• Ongoing review of feedback following CP
  experience
• Next month, the more detailed milestone will be
  on escalations. Short term and long term
  proposals will be shared.