Service Forum WLR Service Update

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• Service Forum WLR Service Update
• August 2008

2
A day in the life of..

• The following provision failures were chosen at
  random
• They are real cases
• We will cover the following scenarios-
• A moving customer
• A new provision of service at a property where
  service already exists
• A new provision of service where there is no
  existing service

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A day in the life of a moving customer
07/07/08

• 07/07/08
• At previous address
• Line stopped and number retained
• All activities on stop order e.g. billing
  complete by 1700

• 03/07/08
• End customer calls CP to inform of house move
• Order placed by CP
• Stop with retain of number
• Start with transfer of number
• Date required is 07/07/08

• 08/07/08
• The telephone number from the customers previous
  address is allocated and the line working at
  0512
• Line test completes at 0542
• Order becomes
• effective on SPG
• CP updates end customer

• At new address
• Frames engineer assigned and completes task
• Number management task drops to manual queue due
  to number status

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A day in the life of a moving customer

• Learning
• This represents a poor customer experience at a
  particularly stressful time for the end customer.
• This scenario is likely to lead to
  calls/escalation into the CP and subsequently
  into the openreach SMC.
• Actions
• Root cause of this failure identified as the
  order being placed incorrectly by an SMC advisor.
• Knowledge management tools are already in place
  to guide our people on the correct processes and
  procedures to follow.
• Feedback sent on this scenario via AWARD this
  tool can be used by anyone in openreach.
• Upskilling teams across sites to share best
  practice.
• Increasing the number of quality checks to drive
  performance.

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A day in the life of an end user new provision of
service
04/07/08

• 24/06/08
• End customer calls CP and requests service
• Order placed by CP
• New provide
• ISDN2

• 02/07/08
• Frames task completed

• 26/06/08
• Data build completed
• Routing allocated
• Number management work
• Appointment made for 04/07/8

• 04/07/08
• Engineer completes his task

• 07/07/08
• Line test activity triggered a non service
  affecting activity which auto closed 07/07
• Order becomes effective on SPG
• CP updates end customer

I installed the lines in the comms cabinet in the
riser on the 3rd floor. I advised Susannah the
customer contact what I was doing, anymore info
please give me a call. The isdn all tested ok,
nobody on site to demo to.

• Line test run

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A day in the life of an end customer new
provision of service

• Learning
• Whilst the service has been installed on the
  required date, the overall customer experience is
  not good as the CP has no confirmation of this.
  As a result, the actual on site user or the IT
  team may not be aware.
• This scenario could have generated
  calls/escalation into the CP and subsequently
  into the openreach SMC
• Actions
• Root cause of the issue has been identified.
• Two options for resolution are being evaluated by
  product line, service and operational experts.
• Action plan and timeline for fix will be in place
  by 15/08/08.

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A day in the life of an end user new provision of
service
24/06/08

• 20/06/08
• Frames task completed
• 24/06/08
• Engineer arrives on site job passed back for
  survey

• 18/06/08
• End customer calls CP and requests service
• Order placed by CP
• New provide
• Single line
• Appointment made for 24/06/07
• Routing allocated

• 25/06/08
• Email advising of delay sent to CP. Email
  confirmed that charges to be raised for work
• Arrangements made for survey officer to visit
  site
• 26/06/08
• Survey officer met engineers coach on site

• 07/07/08
• Engineer proved pair to DP
• 08/07/08
• Engineer completes work on site
• Order becomes effective on SPG
• CP updates end customer

• 03/07/08
• CP calls requesting an update
• 04/07/08
• Survey/planning work complete costs confirmed

Please pass for survey as internal DP is missing
after shop has been ripped out and decorated.
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A day in the life of an end customer new
provision of service

• Learning
• If this end customer had been due to open their
  shop on 25/06/07, their business may have been
  impacted by the delay in installation of their
  line.
• We did not provide the CP with much information
  to allow them to manage their customer.
• Actions
• More robust questioning at order placement would
  have ensured better management of the order. The
  end customers expectations could have been
  managed and a survey completed prior to sending
  an engineer to site.
• Order tracker is now available and will give CPs
  more visibility of order detail.

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Tails How we are driving a reduction

• SMC performing ahead of tail target due to the
  following actions-
• Visibility and accountability of queues.
• Daily work stack reviews.
• Queues monitored daily from 8AM through to close
  of play.
• Face to face briefings run with the teams to
  position the work for the day.
• RCA carried out if a job fails its queue dwell to
  understand the reason for the failure and learn
  from it.

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Test Diagnostics Frames UpdateAugust 2008
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TD Programme (Current Projects)

• Projects in Deployment
• HAWK training
• Eclipse (Frames)
• Fix to TOK
• X25 Replacement
• CP Process Improvement

Projects in Trial/Development HAWK FEU Eclipse
to Field HAWK replacement New Test Heads SIN5XX
CP Data Capture
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Eclipse to Frames Timeline
September
August
July
4th July 2008 Completion of the Eclipse Phase 2
platform - Completed 18th July 2008 End to End
testing of the new platform, with a slow ramp up
with in the BCA patch across from Phase 1 to
Phase 2, including testing of the SMS function -
Completed August 2008 - Changeover from the EAC
development database to the Live Platform -
Completed 1st August 2008 - Completion of the
changeover from Phase 1 to Phase 2 within London
HC region - Underway 6th August 2008
Completion of the rollout to Frames OMs -
Scheduled 12th September 2008 - Rollout across
the remaining Regions - On schedule
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Frames Fast Test 2 Utilisation
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MPF - DOA
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SMPF - DOA
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Fulfilment Process for Orders requiring
Connectivity
Capital Network Investment Contribution
Order Allocation Validation
Network provision and delivery
Circuit Design Allocation
Service network delivery
Network Design
BTOperate Activity
Channel Required Supply Channel Re-activate -
START
OMC
Service Provider
Order Complete
Jumpering
Order Entry
Pre-Order Appointment/ Confirmation
Pass/Fail
NewSites Investment Contribution
NewSite Planning
Line Plant Enquiry/NSP/ Site Office
Number Alloc.
Line Loss Calculation
Organic Investment Contribution
Line Test
Repair/Test Network

Allocate Channel (Manual/ROSE)
Visit/Fit
Rearrange Network
PAF Addressing
Pair Gain
Access Planning
Appointment Day Failure
Network Provision Cabling/Jointing

Line Plant Survey
Address Survey
Network Provision Duct
Excess Cost Referrals
Routing Solutions
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Pecking Order

• STOP Line at Premise
• Pre-Connected Designed Pair to Premise
• Non Pre-connected Designed to Premise
• Pre-connected Spare Pair
• Non Pre-connected Spare Pair
• Pre-connected Designed Pair to different Premise
• Non Pre-Connected Designed Pair to different
  Premise
• STOP Line different Premise
• Faulty D Side Pair
• DACS Shift

ROSE
MANUAL
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Blocked Frames

• 56 Blocked frames where Openreach does not have
  capacity to deliver confirmed orders
• 21 sites have been removed since last forum
• 16 sites have been added
• A number of initiatives are under way to ease the
  congestion problems.

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Frame Congestion Initiatives

• 1. Openreach/BTO Cessation Project Geoff
  Robinson
• 2. LLU -Resolving Blocked Frames Bob Lee
• 3. Infrastructure in Constrained environment
  (ICE) Paul Kenealy
• 4. Internal Distribution Frames Graham
  Newell
• 5. CJ Cable Recovery Eddie Cooper
• 6. Technical TOOLKIT Options Geoff Robinson

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Blocked Frames 56

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Blocked sites, continued
22
Blocked sites, continued
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Tie Pair Closures
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Update to the DACS Removal Policy
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Update to the DACS Removal Policy

• Customers will now be asked to fund costs above
  8k per order via excess charges.
• The allowance was previously 20k
• 8k is gt 80 times the annual revenues from an
  unbundled line.
• Affects 0.7 of orders.
• Our planners were advised to implement this
  change on 25/7/08.
• There will be no change to jobs where customers
  have been advised of costs before that date.
• The dialogue with customers on potential charges
  for this type of work remains with the service
  team as before.

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Service Management Forum Service Harmonisation
(SH) and Out Of Hours Appointing (OOHA)

• Mark Fletcher

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What is Service Harmonisation?

• There are two elements involved with Service
  Harmonisation

• Alignment of Care levels across the portfolio,
  including new care products

• Changing the traditional hours that the Openreach
  engineering workforce do business in

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Industry Requirements

• The baseline in tariff product offering (Level
  1)
• Monday-Saturday 8am-8pm standard working week
  (excluding PBH) in tariff. Fix by end of next
  working day. Suitable for consumer users
• Increased purchasable care level (Level 2)
• 7 day working week including PBH. For loss of
  service faults report 8am-2pm, fix by 8am
  (unlikely to require night working) report
  2pm-8am, fix by 2pm. Includes 2 hour timed
  appointment slots. Suitable for business users
• Premium purchasable care level (Level 3)
• Appropriate for corporate users who require true
  24/7 working (i.e. not 8am-8pm) including PBH.
  May be expensive due to call-out and therefore it
  could be more appropriate for CPs to use
  alternatives
• On occasion on demand upgrade in care level

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Service Harmonisation Progress to date

• Three Cross Industry Working Groups have been
  held, the last by conference call on July 21st
  (very well attended)
• There has been a large emphasis on Level 1 being
  within the existing tariff from CPs
• Openreach to check this aspect as part of the
  pricing work and return Level 1 indicative
  pricing at the next Working Group (August 20th).
  It was not possible to complete this by the July
  Working Group, although confirmed that a rise in
  tariff would occur
• A debate focusing on reducing the Industry
  request to mitigate any tariff price rises
  concluded that Monday Saturday is crucial, but
  evening working may be better suited to a premium
  offering
• Requirements outside the traditional day (i.e.
  6pm-8pm) will now be represented with the Out Of
  Hours Appointing (OOHA) Trial and was discussed
  at a collaborative hot-house on July 30th. A
  second OOHA trial will be started during Q3,
  including appointed Frame visits

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Service Harmonisation Progress to date (2)

• CPs were requested to provide any data that they
  might have regarding potential volumes for use of
  appointment slots via an Openreach proforma
  created and distributed after the June Working
  Group
• So far only two CPs have responded. Further
  requests were made at the July meetings including
  the re-sending of the proforma to all Working
  Group CPs
• Openreach explained the difficulties Simulation
  Modelling had so far identified in being able to
  obtain an acceptable service levels for Level 2
  and Level 3
• It was agreed to have a final Go / No Go after
  the August meeting, but it was confirmed that the
  work Openreach has expended so far with Service
  Harmonisation would be re-used, not wasted, even
  if a No Go decision was reached

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Out Of Hours Appointing (OOHA) Trial Status
CP Engagement

• The OOHA Trial was suspended at the end of May 08
  due to zero take up of OOHA slots during the 9
  weeks the trial was run
• Openreach hosted a bespoke hothouse on July 30th,
  open to all interested CPs to
• Discuss the learning from the first trial
• State Openreachs understanding of captured CP
  requirements balanced against what Openreach can
  offer
• Examine key issues from Openreach and CPs
  perspectives
• Fine tune the proposition for a second OOHA
  trial, including how CPs implementation and ramp
  on plans
• Agree milestones towards a potential September
  launch
• Determine why and how a second trial will be more
  successful than the first

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Timeline for OOHA trial 2
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Level 3 Response to the X Hour Fix requirement

• CPs restated their requirement for a 5 Hour fix
  business product during 9 to 5 (not 24/7),
  clarifying the need for a metro delivery rather
  than national offering given the service issues
  Openreach demonstrated with a full roll-out
• This product would only be offered within the top
  500 1000 exchanges, pending legal and
  regulatory concurrence
• Openreach are considering a trial to check
  viability and volumes and asked CPs for their
  detailed requirements such as preferred locations
  for a geographically constrained trial
• The trial objective will be to prove the concept
  of getting an engineering resource in the right
  place at the right time
• Measures will include the time to get the repair
  underway, getting the engineer on site and time
  taken to resolve the trouble ticket
• Looking to start the trial in September / October
  08

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Service Harmonisation
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Systems Helpdesk Dave Brown
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Service Management Forum ---IT Update---6th
August 2008
Agenda IT Service Performance IT Service
Improvements IT Service Glidepath IT Service Desk
Improvements R900 Deployment Update
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IT Service Performance Dashboard
Over the past month, Openreach service
availability (excluding planned outages) was
99.8. Our customer experience availability
measure (including any type of service
degradation) is estimated at 97.
Decrease due to BAL Migration
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IT Service Performance - Customer Experience
Over the past month, EMP Customer Experience
Availability (i.e. the customers perceived level
of service considering ALL service impacting
incidents) in July was 98.7. Year to Date
performance is 98 .
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Incident Fix Performance (Front End Only) 1st
July - 31st July NEW
Comments

• Out of the 14 P2 Failures
• 6 raised proactively (internally) and were not
  service affecting
• 4 due to IRS Known Error (PR Raised) P0008571
• 2 delayed awaiting permanent fix
• 2 Asset Activation Improved processes now in
  place to eradicate delays.

847 P2 incidents raised a total of 14 of which
failed the target. Of the 847 incidents -726
were raised internally (proactively) 121 raised
via the Desk.

• Out of analysis of selection of P3 Failures
• Delays due to
• Asset Activation/De-Activation improved
  processes in place
• Cases awaiting RCA Problem Records to be
  raised.
• Specific Support functions Dealer Group forums
  now launched.
• Defects awaiting maintenance slots.

1641 P3 incidents raised 44 failed this
target 1641 P3 incidents raised 173 failed this
target Of the 1641 incidents - 1140 were raised
internally (proactively) 501 raised via the
Desk
Figures are for front end systems and incidents
whether raised automatically or by internal or CP
users
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IT Service Improvements Key Areas of Focus
The key Openreach IT Service Issues impacting
customer experience include the following

• Deployment team management, control and
  contingency
• Staging, dress rehearsal
• Industry communication
• ASG and Platform Team Preparation and
  collaboration

• Launch of IT Standard of Excellence
• Reduction of Incident Cycle Time

Data Quality

• Ensuring data alignment across all EMP systems
• Ensure data alignment between Openreach and CPs

Defects

• Ensuring active defect management across all EMP
  components

• Monitoring
• Impact analysis prior to maintenance, upgrade and
  maintenance processes
• Configuration of hardware, O/S, and network
  infrastructure
• Age of equipment and replacement processes

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IT Service Improvements Closing the Customer
Experience Gap
To address the current customer experience gap, a
number of proactive and reactive initiatives are
being implemented.
Timeframe
Drivers
Initiatives
Delivering Incident Reductions
In Place

• 1) Service Experience
• ITIL Service Management Processes
• ASG Service Improvement Plans
• Design for supportability
• 2) Defect Management
• Defect reduction in running system
• Defect avoidance programme
• 3) Data issues
• RCA on data related issues raised through bridge.
• 4) Resilience - Uptime
• Industrialisation Process
• Improved infrastructure change control
• 5) Release Overruns
• Deployment confidence testing improvements
• Contingency planning and exercises
• Co-location
• Improvements to Communications

Proactive Initiatives
Improved Deploymentsand issue resolution
Reduce the number of bridge cases related to data
alignment
Reduce incidenceof outage overruns
In Place
In Place

• 6) Release Overruns
• Review of plans and scripts
• 7) Release information for CPs
• Release documentation refresh

In Place

Reactive Initiatives
In Place
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IT Service Glidepath
The planned service improvements will target
improvements to the customer experience
availability as follows
1.3 GAP
Month by month the cumulative effects of the
proactive initiatives will be seen. Aspects of
the work such as Data improvements will impact on
a month by month basis
The impact of the reactive initiatives should be
felt between R900 and R1000 and the bulk of the
improvements will be experienced from the
proactive initiatives
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IT Service Improvements Service Desk
Improvements

• Overall satisfaction for Incidents/Interactions
  71.9
• Sample of Feedback Received (improvement target
  areas)
• Time to feedback on Incidents 68.2 satisfied
• Feedback provided on Incident Progress 61.5
  satisfied
• Ability of solving teams to understand your
  incidents 62.2 satisfied
• Once resolved , RCA / Preventative Actions 57
  satisfied
• Ability to understand the issue 72.9 satisfied

Improvements to Date

• .

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R900 Deployment Update

• R900 is our next major release scheduled for
  deployment on Saturday, August 9th.
• The impact of R900 to the core Assurance and
  Fulfilment systems for LLU, WLR3 Analogue and
  WLR3 ISDN are broadly similar to that of previous
  major releases. However there is an additional
  upgrade on the Siebel which extends their
  deployment time scales.
• We anticipate the overall deployment outage
  duration will need to be increased to 24 hours to
  account for the extended Siebel times.
• The impact to the Dialogue Service systems are
  similar to that of previous major releases.
• We anticipate the overall Dialogue Service outage
  duration will be similar to that of R800, i.e. 6
  hours, however one or two dialogue services may
  have a longer outage due to deployments on
  backend systems.
• Contingency weekend 16th / 17th August

45
Appendix 1 Dialogue Service Response Times
Appendix 2 KCI Performance Appendix 3 MAC
Performance Appendix 4 Incident Summary
46
LLU Dialogue Services Monthly report
Appendix 1
47
WLR 3 Dialogue Services monthly report
Appendix 1 (Cont)
48
LLU KCI Fulfilment MPF and SMPF
Appendix 2
KCI3 Engg Frame Com flexible jumpering orders
no longer included.
49
WLR3 KCI 1 2 Performance
Appendix 2 (Cont)
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MAC Request Performance Via B2B 01/07/08
31/07/08
Appendix 3

• MAC Generation
• Orders Placed 86267
• Orders Accepted 80765
• Order rejection rate 6.31
• Actual rejection rate 0.83
• Reason for rejections 1. Asset not found
• 2. Mandatory field "Service Id"
• 
  contains no data
• 3. 1526The supplied ServiceId is not
• owned by the Communications
• Provider
• Average duration 2.04 Seconds
• Mode 1.00 Seconds

50
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MAC Checker Performance 01/07/08 31/07/08
Appendix 3 (Cont)

• MAC Checker
• Total Requests 127318
• Accepted 88266
• Rejection rate 30.60.
• Actual rejection rate 6.72
• Reason for rejections 1.Asset not found
• 
  2. MAC Key not found
• 
  3. MAC Key found but is used
  
• 
  4. MAC Key found but is expired
• Average duration 0.06 Seconds
• Mode 0.00 Seconds

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July EMP Incidents w/e 25th July 2008
Appendix 4
In July, we have had 4 customer impacting
incidents so far, 1 being a Release overrun.
WLR3 Assurance Date 1st July Issue Summary
Backend System Incident delaying receipt of KCIs
for WLR3 Assurance Requests. Root Cause Oracle
Error on database- secondary database was brought
up to minimise customer impact. No. of processes
to be increased on primary database to avoid
future recurrence.
LLU Fulfilment Assurance via B2B Date 3rd
July Issue Summary Release 810 overrun by 1hr
48 mins due to issues restarting the Managed
Server Domain. Root Cause Back End system issue
causing system communication failure.
WLR3 Assurance Date 14th July Issue Summary
Backend System Incident delaying receipt of KCIs
for WLR3 Assurance Requests. Root Cause Oracle
Known error. Monitoring checking being put in
place to capture any recurrence proactively.
Dialog Services/LLU Fulfilment Assurance Date
17th July Issue Summary IT Service Incident
resulting in intermittent login issues to the
Openreach Portal. Root Cause Infrastructure
change at Cardiff Bay on Gateways - affecting
Openreach Portal access.
delay
break
53
Flexi Cease - Update 6th August 2008 Service
Management Forum Trevor Benjamin LLU Product
Development
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.
54
Agenda

• Billing information
• Launch Timeline
• Testing Plan
• CP Impacts
• Tactical Processes
• Flexi Cease product Information

55
Indicative Prices
56
Notes

• Raised when
• a CP requests that Openreach removes MDF jumpers
  from its Tie Pairs but its not a Bulk order
• The owning CP places a separate LLU order and to
  fulfil that order Openreach is required to remove
  their LIJs.
• The criteria for a Bulk MPF and SMPF Remove
  Jumper order are for 5 jumpers and above, at the
  same MDF and has a 10 day lead time.
• The Fault Investigation charge will be raised
  when a loss of narrowband service is proven to
  the CPs equipment. To clear the fault and
  restore the PSTN service the line will be
  reverted to PSTN and the Remove Jumper charge
  will also be raised.

Information is subject to change and is for
discussion purposes only.  Any dates/timings
are the current anticipated timescales and may be
subject to change.
57
Billing Data
58
Agenda

• Billing information
• Launch Timeline
• Testing Plan
• CP Impacts
• Tactical Processes
• Flexi Cease product Information

59
Launch Timeline (previously)
2008
Jan
Feb
Mar
April
May
June
July
Aug
Sep
Oct
R900
R800
R1000
R700
Phase2.1 SMPF DS Migration Tool
Phase2.2 SMPF LIJ bulk singleton cease ,
Billing
SMPF Asset Migration
Deploy SMPF 8th September
SMPF
Test
Develop
Design
Deploy MPF 8th September
MPF
Test
Develop
Design
Price Launch Notification
EIP5 Publish Product Documentation (XML) 11th
June
45 days
45 days
60
Launch Timeline (now)
2008
Jan
Feb
Mar
April
May
June
July
Aug
Sep
Oct
Nov
R1000
R800
R900
R700
S/MPF DS Migration Tool
S/MPF
SMPF Asset Migration
Deploy SMPF 8th September
SMPF
Test
Develop
Design
Deploy MPF 8th September
MPF
Test
Test
Develop
Design
Deploy MPF JRO 6th October
45 days
45 days
61
Agenda

• Billing information
• Launch Timeline
• Testing Plan
• CP Impacts
• Tactical Processes
• Flexi Cease product information

62
Testing Plan
2008
Oct
July
Aug
Sep
Nov
R900
Deploy SMPF 8th September
Sys Test
Proxy CP
SMPF
UAT
MR902
MR904
Deploy MPF Core 8th September
MPF Core
Sys Test
UAT
Proxy CP
MR906
MR908
R1000
MPF Jump Recovery Order
Sys Test
Deploy MPF JRO 6th October
UAT
Key
Proxy CP
Sys Test
Internal System Testing
UAT
User Acceptance Testing
Proxy CP
Proxy CP Testing
63
Agenda

• Billing information
• Launch Timeline
• Testing Plan
• CP Impacts
• Tactical Processes
• Flexi Cease product information

64
CP Implication

• SMPF none
• CPs will have the full capability available at
  launch.
• MPF Jumper removal available from 6th October
• Until then CPs after launch will not be able to
  raise singleton or bulk jumper removal orders
  (only affect CPs who have moved to r900)
• However the removal of MPF left in jumpers is
  still possible for all CPs when they raise
  provide orders that trigger the removal of LIJs

65
Flexi Cease Release Compatibility
Not available on MPF until 6th Oct
66
Agenda

• Billing Information
• Launch Timeline
• Testing Plan
• CP Impacts
• Tactical Processes
• Flexi Cease product information

67
LLU Flexi Cease- Tactical solutions

• Tie Pair Utilisation Report
• CP notification of change in tie pair status

68
Background

• Flexi Cease Design Tactical Solutions
• Tie Pair Utilisation Report
• Updated in R800 to give LIJ status as well as
  Spare and In-Use status
• Current format only offers total asset inventory
  download, not site ID by site ID
• Manageable by some CPs but considered unwieldy
  by others
• CP notification of change in tie pair status
• R900 strategic design can not notify CP1 when LIJ
  tie pair status is changed by CP 2 activity
• Some CPs had concerns around such unsolicited
  messages
• Other concerned by having to develop to maintain
  inventory

69
Proposed Tactical Solutions

• Tie Pair Utilisation Report
• Current format only offers total tie pair asset
  inventory download
• CP requires LIJ status for a specific MDF site
  ID
• CP contacts SMC (via dedicated e-mail address)
  and requests tie pair inventory data on a site ID
  by site ID basis
• SMC extracts data and forwards to CP
• Request volumes will have to be managed to
  protect SMC (TBD)

70
Proposed Tactical Solutions

• CP notification of change in tie pair status
• CP 1 ceases services to end user premises, Flexi
  Cease process applied. CP 2 provides service to
  same end user premise, in the provide process CP
  1s tie pairs are freed for re-use
• No current strategic process to notify CP 1 of
  change in tie pair status
• CP 1 is only aware that tie pairs in question
  are available for re-use at no additional charge
  via a Dialogue Service
• To proactively notify CPs the SMC provides a
  weekly report to CPs (via dedicated e-mail
  address) stating tie pairs that were LIJ last
  week but status has changed to spare this week
• CP reconciles tie pair inventory

71
Agenda

• Billing information
• Launch Timeline
• Testing Plan
• CP Impacts
• Tactical Processes
• Flexi Cease product information

72
Flexi Cease - published documentation

• MPF/SMPF Product Description
• EMP - MPF/SMPF Product Description
• http//www.openreach.co.uk/orpg/products/llu/mpfsm
  pf/downloads/Openreach_MPF_and_SMPF_EMP_Product_De
  scription__Issue_4202.doc
• Strategic (EMP) Systems Information
• EMP System Information for Release 900
• http//www.openreach.co.uk/orpg/products/llu/syste
  minfo/emp_r900.do

73
LLU Update Peter Boyle CP Engagement with
SMC Improvement Plan
74
Positioning Statement

• CPs have been raising concern with their daily
  interaction
• with the LLU Provisioning SMC leading to CP
  complaints and diminished perception of SMC
  performance. Topics under discussion are
• Responsiveness of acknowledgements
• Quality of data content
• Poor overall communication
• Diminished trust with SMC Management
  relationship

75
Quick Wins

• Implemented standard process for dealing with
  email enquiries
• Agreed format heading content structure of
  emails with CPs
• Implemented trial process - respond to CPs
  within agreed timescales for escalations
  expedites
• Re-address coaching requirements
• Jeopardy management with real time communication
• Focus quality checks around CP error feedback
• Managerial invite for CPs to visit SMC to
  participate in Service Reviews
• RFT workshops for performance improvement input

76
Email Activity
77
Next Steps

• Upskilling exercise to develop new team members
• Closer communication with Service Managers to
  discuss quality issues
• Identify where quality is compromised through
  manager quality checks and audit
• Clear ownership of communication channels
• Training path to be redefined
• Ensure CP toolset is fit for purpose
• Monitor effectiveness through feedback

78
Timeline

• Quick wins already implemented
• Upskilling throughout Q2
• Communication framework between SMC and SM
  meeting scheduled August 08
• Re-address coaching requirements by Q3
• Quality checks throughout Q2
• Evaluation of CP toolset by Q3
• Weekly Audio in place to review progress

79
LLU SFI Improvement 6th August 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.
80
Project Update

• Engineer briefing video
• Production completed, to be rolled out to
  engineers during August / September (prolonged
  due to leave season)
• SFI Checklist to be completed by SFI engineers
  on job closure
• Being assessed by system developers. More news of
  this next month

81
Other Factors not in scope for SFI Project

• Engineers Test Equipment
• New test equipment is being evaluated that will
  be compatible with ADSL2 and (possibly) SDSL.
  More of this to be shared at a future Industry
  Forum.

82
Missed Appointments Progress Update 6th August
2008 Mark Withero Senior Service
Manager Openreach
83
Missed Appointments Progress Update

• Change Request submitted to align Work Allocation
  Team Process and Procedures across WLR and LLU
  for both Provision and Repair.
• SMC Appointment Trial for LLU Repair scheduled to
  commence on 18th August.
• Trial CPs BT Wholesale, Tiscali and
  CableWireless.
• RCA during SMC trial will identify failings in
  Field Engineering/ Work Allocation Team Process
  and Procedures.

84
SMC Appointment Trial

• Missed appointment notification from Work
  Allocation Team picked up by SMC
• SMC inform CP that appointment has been missed
  and that we are rearranging this with the end
  user
• SMC contact End User to rearrange appointment
• If contact with end user is successful SMC will
  agree new appointment
• SMC inform CP that appointment has been
  rearranged
• If SMC are unable to contact End User at first
  attempt they will try again another three times
  over a 24 hour period.
• If SMC are unable to arrange appointment ( either
  End User cannot agree new appointment or 24 hours
  elapse without successful contact ) then fault
  needs to be passed back to CP to deal.

85
SDSL Improvement Plan
86
Action Plan

• SMC Provision - COMPLETED
• Set up of Ring Fenced Team to manage SDSL Orders.
• Team to be given product refresh training so that
  they are highly skilled on the "MPF Data Only"
  Product.
• Option to be opened up on 0800 155 807 to allow
  CP's direct access to Ring Fenced Team
• SMC Repair - COMPLETED
• 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.

87
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
• 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

88
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 due next week (w/c 11/08).

89
Openreach Product Reporting

• 6th August 2008
• ORBIT MIS Team
• Daren Harrison

90
Project Delivery approach and update

• Request for CP reporting first received at
  Service forum April based on measures provided by
  BT via Netview
• Compliance statement delivered on capabilities of
  ORBIT V Netview - June
• Recommendation to delivery via OR Strategic MIS
  tool ORBIT
• Scope of delivery agreed for free product
  offering at the end of September
• ORBIT offers
• Structured MIS to external CPs in support of
  product supported performance measures.
• Access through Openreach Portal to MIS through
  single sign on.
• Fast Measure Switching This enables a user to
  navigate a measure to a particular point,
  including the application of filters, and then to
  fast switch to the same view of an alternative
  measure in the same measure group.
• Filter Section Consists of dashboard filters
  using which the user can prompt the report to
  filter the data.
• Report Section Consists of different views of
  the reporting like tabular view, chart view,
  pivot view etc
• Column Selector User has the option to analyse
  the report from different perspective by changing
  the pivot table axis.
• View Selector User has the option to select the
  different charts

91
Project Delivery approach and update

• Sequence of three 1 day workshops planned to
• Present an overview of the system
• Capture feedback on look and feel
• Capture DAY 2 requirements
• Provide feedback on progress
• First external reporting workshop help 2nd July
  COMPLETED
• Second workshop help 18th July COMPLETED
• Third and final workshop scheduled for 22
  August
• Requirement incorporated into day 1 End of
  September
• CP Specific Report combined report ( Available
  User Options )
• Filter on Detail report and respective
  Functionality
• Ticker Board Message
• Main Menu Home Page review
• Non Functional Requirement Clarification
• Single Sign On in case of acquisition/merging
  i.e. OPAL/CPW (based on owned assets)
• Requirements for DAY 2
• Highlight known problems i.e. data labels on
  charts to save queries to SMC
• Intra day updates - Currently on day
• Email data - Can it zip and send data ZIP not
  supported in phase 1 ( emails limited to 5Mb max)

92
Summary of workshop No.2

• Reviewed new functionality
• CP Specific Report combined report ( Available
  User Options )
• Filter on Detail report and respective
  Functionality
• Ticker Board Message
• Main Menu Home Page review
• Non Functional Requirement Clarification
• Single Sign On in case of acquisition/merging
  i.e. OPAL/CPW (based on owned assets)
• Very positive feedback received
• No agreed SLAs for delivery of data - TCs to be
  agreed post launch
• AP CPs to provide total number of users plus
  view of concurrent users (needed on 22nd August)
• Feedback / new requirements via service
  management community

93
CP Feedback
94
CP Feedback
95
Next Steps

• Continue with development phase
• Next session scheduled for Judd Street 22nd
  August
• Need projected number of users/concurrent users
• Access to be provided to E2E test environment
• Impact of changes to measures being evaluated
• Possible alternative date for 3rd workshop