BTWDS

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DIRECTORY LISTINGS just NAME, ADDRESS, and
TELEPHONE NUMBER?
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Contents

• Directory listings just Name, Address,
  Telephone Number?
• Directory (Number Information) Products
• When Things Go Badly Wrong
• What is Core Data? - Main DQ - Additional DQ
• Best Practice
• Use of Additional Core Data Listings
• Data Quality - Data Queries - Datacleanses
• Contact process

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What is a directory listing?
In its most basic form, it can be thought of as a
name, address and telephone number.
OR The information that an individual or
business wants to be available in the public
domain via directory products.
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What are directory listings used for?
Directory listings are used in directory (number
information) products so that people can find a
number for the person or business they wish to
contact.
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How do directory products get listings?
BTWDS provides the Telecommunications Industry
with a single database, known as OSIS (Operator
Services Information System), which holds
directory listings for all UK Communications
Providers. The OSIS database holds around 27
million residential and business names, addresses
and telephone numbers ...

• Business Listings 10 per cent (over 2.8
  million listings)
• Residential Listings 90 per cent (over 24.5
  million listings)

What percentage of directory service searches are
Business and Residential?

• Business
• Residential

87 per cent 13 per cent
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What percentage of Residential customers do you
think have an ex-directory listing?
Answer 55 per cent
Breakdown of Data Held on OSIS
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Directory (Number Information) Products

• Extracts of the OSIS database are available
  under licence
• Downstream licensees receive regular updates
  from OSIS

What general types of directory products exist?
e.g. 118 500 118 118 118 247
e.g. Yellow Pages Thomson BT Phone Book
CD-ROM
e.g. yell.com 192.combtexchanges.com
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Where Do Complaints Come from?

• Customers (End Users)
• Third Parties
• MPs
• CEO/Chairman of a company
• Watchdog

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When things go wrong
BT Says Its Good To Talk But New Phone Book
Rings Wrong Number At AssemblyHELLO?IS IT ME
YOURE LOOKING FOR?
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When things go wrong
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When things go wrong
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When things go wrong
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When things go wrong
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What Is Core Data?
DQ
PB
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What Is Core Data?

• All listings entered on a DQ code (Main and
  Additional)
• Free (no charges)

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Core Data - DQ Area Codes
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Core Data - DQ Area Codes DQ 48
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What Is Core Data?

• Main DQ Listing
• - First listing on a telephone number
• - Appears on ALL directory products
• - Appears in local BT Phone Book in home DQ

• Additional DQ Listing
• - Subsequent listing(s) on a telephone number
• - Not extracted for Phone Book but may be
  entered as an aid to search on other
  directory products
• - Can be created in home or other (out of
  area) DQ

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Structure of a Directory Listing
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Entry Types

• Ordinary Listing will appear on all directory
  products (including local Phone Book if Main DQ
  listing). Business listings only passed to
  Classified products
• Directory Enquiries Only (DQR)Listing available
  to Voice Directory Enquiries (118 services) and
  Tele-Appenders only. Business listings only also
  passed to Classified products
• Ex-directory No Calls (XDNC)Listing available to
  Voice Directory Enquiries (118 services) and
  Tele-Appenders but telephone number withheld

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Entry Types

• Ordinary Listing will appear on all directory
  products (including local Phone Book if Main DQ
  listing). Business listings only passed to
  Classified products
• Directory Enquiries Only (DQR)Listing available
  to Voice Directory Enquiries (118 services) and
  Tele-Appenders only. Business listings only also
  passed to Classified products
• Ex-directory No Calls (XDNC)Listing available to
  Voice Directory Enquiries (118 services) and
  Tele-Appenders but telephone number withheld
• No Directory Entry Required (NQR)No listing will
  exist for the number, e.g. Alarms or Modems
  Business XD Individuals at risk or with
  sensitive occupations, media personalities, etc
  2nd lines

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Best Practice

• Female forenames and titles

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Best Practice

• Correct Spelling

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Best Practice

• Word Order

Residential or Sole Trader listing
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Best Practice

• Word Order

Company and Business Trading Names
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Best Practice

• Word Order

Company and Business Trading Names
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Best Practice

• Word Order

Company and Business Trading Names
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Best Practice

• Erroneous Information in Name Fields

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Best Practice

• Business Descriptions

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Best Practice

• Use of XDNC

Where a business has a listing and further lines
are provided that do not require listing, there
is no reason for them to be anything other than
NQR
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Best Practice

• Sensitive Installations

For example, lines provided for - Womens
Refuges- Violent Assault Clinics- Research
Laboratories- Private Investigators- Bailiffs,
etc Consider is PARTIAL ADDRESS required?
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Best Practice

• Group Listings

Jones Partners Unit 3 Festival Business
Pk, London Rd, Anytown . 01234 987654 FAX
01234 456789
Example Complex Group

• Anytown Bank plc MAIN HEADER (Business
  Trading Name)
• Branches SUB HEADER (e.g. Department or
  Division)
• Finance House, Main Rd, Anytown 01234
  567889
• FAX 01234
  567890
• 17 High Street, Anytown
  01234 567891
• 10-12 Market Square, Newtown
  01234 567892
• Mortgages 01234
  567893 Mortgages (Qualifier)
• Personal Loans 01234
  567894 Personal Loans (Qualifier)
• Lost/Stolen Cards, 24 Hours 0845
  1234567 Lost/Stolen Cards (Qualifier)

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Best Practice

• Special Equipment (for example, FAX)

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What is Not Allowed

• Rude, offensive, racist or prejudiced listings
• A Business name if Residential is selected as
  Directory Location Option
• Web addresses (starting www.), but listings CAN
  include .com or .co.uk
• Listings beginning with The (e.g. The Red Lion
  entered as Red Lion, The)
• Email addresses
• Invalid characters ?
  _at_ etc

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GROUP EXERCISE
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The following listings are shown as they appear
on directory products. Can you spot the errors
and correct the data?
Munchies Deli Cafe, Cafe, 11b High St, Newtown
01234 123456
Maison Rouge Resturant, 124 Lightwood Av,
Kingsley 01234 111111
Smith Gloria, 3 Station Ho, Wood Hall Rd, Newtown
01234 222222
XL Nails, Nail Care Technitians, Unit 3b Festival
Shopping Cntr, Newtown 01234 333333
Mr A.B Smith, Rose Cott, Manor Ct, Tettenhall
01234 444444
A, 32 Sandy Rw, Moortown XD/NC
Freds Fisharies, Fish Chip Takaway, 93 London
Rd, Newtown 01234 555555
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Answers
Munchies Deli Cafe, Cafe, 11b High St, Newtown
01234 123456
Munchies Deli Cafe, 11b High St, Newtown
01234 123456
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Answers
Maison Rouge Resturant, 124 Lightwood Av,
Kingsley 01234 111111
Maison Rouge Restaurant, 124 Lightwood Av,
Kingsley 01234 111111
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Answers
Smith Gloria, 3 Station Ho, Wood Hall Rd, Newtown
01234 222222
Smith G, 3 Station Ho, Wood Hall Rd, Newtown
01234 222222
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Answers
XL Nails, Nail Care Technitians, Unit 3b Festival
Shopping Cntr, Newtown 01234
333333
XL Nails, Nail Care Technicians, Unit 3b Festival
Shopping Cntr, Newtown 01234
333333
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Answers
Mr A.B Smith, Rose Cott, Manor Ct, Tettenhall
01234 444444
Smith A.B, Rose Cott, Manor Ct, Tettenhall
01234 444444
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Answers
A, 32 Sandy Rw, Moortown XD/NC
Name and Initial(s) are required for an XDNC
listing, for example - Richardson C.J, 32 Sandy
Rw, Moortown XD/NC
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Answers
Freds Fisharies, Fish Chip Takaway, 93 London
Rd, Newtown 01234 555555
Freds Fisheries, Fish Chip Takeaway, 93 London
Rd, Newtown 01234 555555
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Uses of Additional Core Data
HOME DQ
e.g. small business run from home
e.g. two businesses share same premises and
telephone number
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Uses of Additional Core Data

• HOME DQ
• e.g. Doctors Practice

Newtown Medical Centre
(DQ -41) Appointments, 12 High St,
Newtown [phone] Repeat
Prescriptions (0113)
2903104 Emergency Out Of Hours
[phone]
Main listings
Jones Dr B
(DQ -41) Appointments, 12 High St,
Newtown [phone] Repeat
Prescriptions (0113)
2903104 Emergency Out Of Hours
[phone]
Additional listings
Smith Dr A
(DQ -41) Appointments, 12 High St,
Newtown [phone] Repeat
Prescriptions (0113)
2903104 Emergency Out Of Hours
[phone]
Additional listings
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Uses of Additional Core Data
OOA DQ
For example where a business covers an adjacent
area. A business in Leeds also covers the
Sheffield area -

• Main listing on home DQ 41 (Leeds)
• Additional listing on DQ 43 (Sheffield)

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Data Quality

• Data quality key for licensees to provide
  accurate and up-to-date products
• BTWDS actively look at ways to maintain and
  improve quality

- Data Queries - Datacleanses
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Data Queries
A Data Query is an enquiry about the existence,
content, or accuracy of a directory listing held
on OSIS
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Data Query Form
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Data Query Defect Codes
DQ01 Number UnobtainableDQ02 Entry Not
ListedDQ03 Incorrect DQDQ04 Incorrect
TariffDQ05 Fax Number OnlyDQ06 Incorrect
Entry TypeDQ07 Incorrect StructureDQ08 Fax
Not IndicatedDQ09 Incorrect Customer
DetailsDQ10 Change Of NameDQ11 Incorrect
SpellingDQ12 Removal/Inclusion In GroupDQ13
Incorrect Tel NumberDQ14 No Bus
DescriptionDQ15 Cross Reference Issue
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Top 5 Data Queries 2008/2009

• Number Unobtainable
• Fax Not Indicated
• Incorrect Tel Number
• Incorrect Customer Details/Incorrect Spelling
• Entry Not Listed

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Data Query Corrective Action Codes

• DQCA01 Details CorrectDQCA02 Details
  AmendedDQCA03 Details CeasedDQCA04 New
  ListingDQCA05 No SP ResponseDQCA06 Rejected -
  DuplicateDQCA07 Rejected Incorrectly
  CompletedDQCA08 Rejected Entry Not Listed

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Datacleanses

• Series of data interrogations, with a variety of
  parameters
• Identifies listings that may cause problems for
  directory products
• Enables CPs to be proactive in avoiding customer
  complaints and data queries

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Contact Process
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BTWDS Have No Access to the CPs Order
END USER
CP
SPG / EMP
ORDER
OPENREACHSMC
OSIS
OPENREACH SYSTEM
DIRECTORYPRODUCTS
DIRECTORYLISTING
BTWDS
LICENSEES
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Summary

• Directory listings just Name, Address,
  Telephone Number?
• Directory (Number Information) Products
• When Things Go Badly Wrong
• What is Core Data? - Main DQ - Additional DQ
• Best Practice
• Use of Additional Core Data Listings
• Data Quality - Data Queries - Datacleanses
• Contact process