ANNUAL REPORT ON TELECOMS INDUSTRY OPERATOR & ANCILLARY CONSTITUENCY CONFERENCE PROPOSITIONS 2001
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
243 That this Conference instructs the incoming Telecoms Sally Bridge Following the carriage of Proposition 243 the 22 Nov
and Financial Services Executive to pursue with vigour OAOOC agreed to resurrect the O&A Resourcing 2001
the „campaign for jobs‟ within the constituency, and in Campaign and agreed that the Campaign Team
doing so negotiate a reversal of the current situation, consist of Linda Hancock, Chair, Carol Alcock,
NEC, Sharon Hogarth, OAOOC, and Jean Knight,
with a reducing headcount by all means necessary.
OAOOC.
The policy was represented to Jim Spears which
resulted in agreement to increase the O&A
headcount by 46 FTEs. However, prior to the
recruitment taking place, correspondence was
received from Steven Wood, HR Manager BT
Retail indicating that the Company had put a
freeze on recruitment, the consequence of this
was that the 46 agency conversions that the CWU
had previously been informed would not take
place, with the exception of two agency people at
Grimsby, who will be offered a BT contract.
The OAOCC viewed the receipt of the information
as very disappointing and agreed to address the
issue with Paul Elliott, the Head of O&DS.
244 That this Conference instructs the incoming Telecoms Sally Bridge See that as reported for Proposition 243. 22 Nov
and Financial Services Executive to ensure that when 2001
representations are being made to O&DS on
resourcing, permanent contracts and conversions from
part to full time are secured in all centres and not only
those in co-located sites.
A formula must be negotiated which maintains
permanent BT employment and does not allow an
agency supplier to be the chief employer in any of our
centres.
1 of 13 (TIC(O&A))
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
245 That this Conference agrees that the recent transition Sally Bridge Proposition 245 was represented to the Head of 22 Nov
from a DQ centre to an LLU service centre for our O&DS and Jim Spears, Human Resources 2001
members at Tunbridge Wells is a positive move and Manager, Retail.
has provided our members with both job security and
The policy contained in the proposition has now
the prospect of climbing the pay spine for these
been fulfilled following the announcement of
members. phase 2 of Project Dovetail which addresses call
centre site rationalisation.
Conference further agrees that finding alternative new
work streams and new business initiatives willing to
take over closing sites including all employees in their
entirety holds mutual benefits providing security of
employment and the ability to remain on site for
members and for the business A workforce with forged
relationships and the ability to work together as a team.
The OAOOC is instructed accordingly.
246 That this Conference instructs the incoming Telecoms Sally Bridge See that as reported for Proposition 245. 22 Nov
and Financial Services Executive that within the 2001
ongoing dialogue with BT on resourcing in O&DS due
consideration must be given to the fact that there are
many centres which are not co-located. Although it may
be BT‟s intention to use co-located centres as feeder
units for other divisions this is not practical for non co-
located centres.
Therefore, every effort must be made to ensure that
non co-located centres are equally protected and if
their existing work streams cannot be maintained
alternative areas of new work must be sought.
247 That this Conference welcomes the review currently Sally Bridge The policy was represented to the Acting Head of 22 Nov
ongoing around the WIT grade within O&DS. O&DS during the summer period and a formal 2001
Conference calls upon the incoming OAOOC to ensure response was received indicating that Gareth
2 of 13 (TIC(O&A))
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
that the Company give positive consideration to Morgan did not believe the increase was justified
increasing the numbers of WIT grades in each Centre at this stage.
to a minimum of two in order that our members
undertaking this role have the time and ability to carry O&DS have been asked to expand on this
statement in order for the CWU to make further
out the full Resource and IT functions incorporated
representations within CCM.
within the Job description.
248c Conference notes the complex duty arrangements Sally Bridge Negotiations commenced on securing a 22 Nov
which exist for Operators within O&DS and that careful framework agreement on the reduction of the 2001
consideration is required before there is any change to working week for O&DS grades in the summer
the length of the working week. Therefore this period which culminated in an agreement for the
implementation of the 30 minute reduction in the
Conference instructs the incoming OAOOC to
working week. The agreement which formed part
immediately commence discussions with O&DS on the st
of Newgrid from 31 December 2001 will be
implementation of the 30 min reduction to the working introduced a week earlier in O&DS for Operator
week, which formed part of Newgrid from 31 December rd
grades commencing on the 23 December 2001.
2001.
A national framework should be agreed giving two
options:
1. A scheme which deducts 30 mins from one day in
the duty.
2. A scheme which deducts 15 mins from two days in
the duty.
249 That this Conference congratulates the CWU on the Sally Bridge The terms of the proposition were discussed with 22 Nov
progress of the Joint Working Party on Maxima in its Gareth Morgan, Acting Head of O&DS where it 2001
attempt to identify the failures of the system, however, was agreed that the policy be discussed via the
is concerned that many of the problems experienced Maxima Joint Working Party. The JWP agreed
that the policy would be implemented to the point
with Maxima Duty Scheduling where Sectors have
where it dealt with workshops for team managers
opted for individual and personal preferences are and CWU representatives.
attributed to poor and often insufficient advice being
given to our members by management at centre level. The Working Party concluded that it was not
practical to implement the final section of the
3 of 13 (TIC(O&A))
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
In an attempt to provide a greater understanding proposition as this was not a subject that could be
around the capabilities of Maxima, the effects of dealt with at team briefings.
inputting different preferences for day off and start time
combinations and the working of the points system this It was also concluded that due to some operators
not having personal preferences it would not be
conference instructs the OAOOC to seek agreement
appropriate to discuss the issues at one-to-ones.
from the Company to :- Therefore, the Joint Working Party agreed that it
would be appropriate for Sector representatives to
Provide Maxima workshops for all Team Managers pursue that part of the policy directly with their
and their substitutes at Centre Level OMs if they so wished.
The Workshops to include the share of best
practise – what works and what doesn‟t and
offering key advice in order to ensure that our
Operator members are able to make an informed
choice on personal preferences
To include the Centre CWU Representatives by
invitation
Furthermore that following the Centre Maxima
Workshops:-
That Operator members are invited to attend
Special Team Briefing sessions focused on
providing further guidance on Maxima Capabilities
To ensure that Operators are regularly encouraged
to review their Personal Preferences at 1-2-1‟s
The Workshops to be arranged as a priority and
concluded by 31 December 2001.
250 Further to the carriage of proposition 294 at Sally Bridge The terms of the proposition were represented via 22 Nov
Conference 2000. the Maxima Joint Working Party which agreed to 2001
pick up the best practice from each Sector prior to
Conference commends the progress of the Maxima implementation. Due to the pilot for Maxima not
being up and running at the time of writing this
joint working party.
report, it has been agreed that it is not appropriate
4 of 13 (TIC(O&A))
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
for the forum to be held until the actual pilot has
However, conference instructs the incoming OAOOC to taken place and the findings are to hand.
arrange a forum of branches to establish best practice
on moving forward on Maxima issues as agreed under
the terms of proposition 294 (2000).
251 That this conference instructs the incoming OAOOC to Sally Bridge The policy contained within the proposition has
investigate if the Maxima system can equal out been represented to the Head of O&DS and
individuals earnings in relation to night duty allowance subsequently to the Maxima Joint Working Party.
and Sunday premium for those on the same duty BT saw a problem with this issue and Ken Lightly
agreed to respond formally to the Union, however,
scheme, within a half yearly period as a minimum.
to date no response has been received from the
business.
253 That this Conference instructs the incoming Telecoms Sally Bridge The policy contained in the proposition has been 22 Nov
and Financial Services Executive that once duties are represented to the Acting Head of O&DS who 2001
issued to operators they become the property of the indicated that the business was happy to facilitate
individual. duty changes at short notice in the majority of
cases but were not prepared to back-fill people
into any period where they had excess resource,
Management cannot then refuse an exchange of duty whether this be Sunday or any other day of the
due to their inability to forecast call levels accurately week. The Union responded by advising that we
thereby creating a surplus situation. are pleased that O&DS are upholding the facility
as contained in the national agreement to
They must find alternative methods of reducing that exchanges of duty as well as to facilitate changes
surplus which does not interfere with an operator‟s at short notice. We advised that we were not sure
ability to exchange their duty. This must be done in that O&DS had fully understood the terms of the
negotiations with the CWU. proposition. Therefore, the Union is seeking
confirmation that where duties are allocated,
irrespective of surplus, that an individual has the
facility to exchange the duty in line with the
national agreement.
254 That this Conference instructs the incoming OAOOC to Sally Bridge Following representation of the policy contained in 22 Nov
enter into negotiations for proper development plans to Proposition 254, the Head of O&DS confirmed 2001
be introduced into O&DS which will relate to that the business remained committed to the
progression through the company in both non concept outlined in the holistic resourcing strategy
(which he understood Jim Spears had positioned
management grades and management grades.
with the CWU). It was confirmed to the
5 of 13 (TIC(O&A))
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
negotiating team that within the current climate
O&DS‟s top priority remained redeployment of
staff at closing centres and informed the Union
that some very positive moves had been made in
this context to other parts of the business. The
OAOOC concluded that in light of the company‟s
holistic resourcing strategy statement the terms of
Proposition 254 had been fulfilled.
255 That this Conference is concerned that the Company Sally Bridge O&DS have advised that they are continuing to 22 Nov
are not coming clean with the CWU on the progress of work with Adastral Park at Martlesham to develop 2001
trials around the Automated DQ Service, a a prototype for the national Automated DQ
revolutionary technological change which will certainly Service.
have major and far reaching implications for our
O&DS are also looking at possible solutions for
members working in 192 Centres up and down the the business listings issue. The date for any
Country. national trial is still some time off. Therefore, it
was deemed by the OAOOC that there was no
Conference is further concerned to note that attempts point in arranging a visit to Martlesham at this
by the Southern Counties Sector to make a visit to the point in time as there was nothing to view or
Martlesham Laboratories where work on this virtual evaluate. However, once the details are available
operator are taking place have been blocked at every the department will arrange a site visit for the
turn. O&A Committee.
It is absolutely imperative that the CWU are kept
abreast of activity and progress on these trials and that
Sectors, Branches and Members have up to date
information and awareness of likely time scales
associated with the possible introduction of Automated
DQ.
This Conference therefore agrees that the OAOOC
immediately seek to secure agreement from BT to
provide a presentation to Branches at the earliest
opportunity. The presentation to include a full and
comprehensive report on the progress of Automated
DQ as well as any other technological changes or
6 of 13 (TIC(O&A))
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
projects that the Company may have in the pipeline or
at the drawing board stage for consideration that may
impact on the service that our members provide.
258 That this Conference instructs the O&A Executive to Sally Bridge O&DS monitoring documents J017, J018 were 22 Nov
pursue forthwith the amalgamation of the O&Ds amalgamated to form the agreement entitled BT 2001
Monitoring Documents, JO17, JO18, TO22, to Retail Customer Services Operator & Directory
incorporate a new agreement and to seek Services Operator Performance Assessment
O&DS/QMS/J020, issue 1 dated April 2001. At
improvements on the levels of monitoring.
the same time O&DS/PER/T022, issue 4 was
agreed after negotiation. Following publication of
the agreement the OAOOC agreed to continue to
pursue the reduction on levels of monitoring by
negotiation that is contained within the
documents.
259 That this Conference is extremely concerned that Sally Bridge The policy contained in Proposition 259 was 22 Nov
despite the commitment and assurances given to the represented to the Acting Head of O&DS at a 2001
CWU within O&DS that handling time targets would not meeting to discuss the Conference policy. A
be further stretched unless software enablers provided formal response was received indicating that
O&DS were cascading a set of targets from the
system upgrades that allows our members to work
balance score card to ensure a consistent
smarter not harder that BT continue to drive down the approach within call centre management and that
handling time in DQ sites as a further attempt to cut handling time was a measure within this but
costs. emphasised that this was not a major target.
This Conference agrees that enough is enough and The Union‟s response was that handling time
instruct the OAOOC to ensure that a halt is put on any targets remained an extremely sensitive issue.
further moves to cut handling time targets without Taking this into account the OAOOC agreed the
software additions being first introduced and proven response did not adequately address the terms of
within our work streams. the proposition and pointed out that the Union
was unfamiliar with any set of targets from the
balance score that had been cascaded within
CCM. The Union therefore sought a further
response to the terms of the proposition as well
as visibility of the revised set of targets. This
issue is due to be discussed further with the new
Head of O&DS, Paul Elliott.
7 of 13 (TIC(O&A))
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
260 That this Conference instructs the incoming OAOOC to Sally Bridge Following representation to the Acting Head of 22 Nov
pursue with vigour an agreement within O&DS for O&DS of Proposition 260, document 2001
widespread availability of PC based training for all O&DS/SUP/T017 entitled Using eOsks –
Operators both BT and Agency in order to provide the Guidance for Managers and Users Access for All
Core Brief was published. The OAOOC
additional and essential skills of today‟s work and
considered that by the publication of the
communications environment. document that Conference policy contained in
Proposition 260 had been fulfilled.
The training to include as a minimum:-
Basic PC skills
Internet and Intranet Awareness
Sending and Receiving of email
Use of Microsoft Office or alternative Software
Packages
This Conference agrees that this is a positive move in
view of the ever changing and challenging environment
in which we work and in ensuring that our members are
equipped with the relevant skills to seek Career Paths
within BT or in seeking successful Redeployment
opportunities that may become available or indeed
essential.
261 That this Conference recognises the importance of Sally Bridge Following the carriage of Proposition 261, Sector 22 Nov
training and developing our BT Operator volunteers in Organisers were asked to provide the department 2001
order to perform short-term cover to a higher grade with
within O&DS and are dismayed and disappointed that a) examples of where STC had been withheld
due to lack of budget
this training is being withheld due to lack of budget.
b) evidence of people who have been rejected
for STC and provide reasons, and
As a consequence, only one or two blue-eyed c) examples of where STC training had not been
individuals in some Centres have received the completed therefore prohibiting the operator
necessary training, thus ensuring that these same from carrying out the full range of duties whilst
individuals are used in favour of others. performing STC.
8 of 13 (TIC(O&A))
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
Conference also notes that there are individual cases The responses received in the department
where training is commenced yet not completed and confirmed that there was no specific case to be
therefore the Operators are unable to carry out the full represented to O&DS on this matter.
roles and responsibilities of the post being covered and
Sector Organisers were advised of the situation
are placed in a situation which is both unacceptable to
and were informed that local/sector
this Union and our members. representation should be made where isolated
problems existed. The offer of a facility to
Conference therefore instructs the incoming OAOOC to escalate to national level if those isolated
immediately commence a full investigation into the use difficulties could not be resolved was made within
of STC within O&DS and seeking a commitment from the correspondence.
the Company to release the necessary funds for our
members to receive the full and appropriate training The OAOOC concluded that the policy contained
and development to carry out the full responsibilities of in Proposition 261 had been achieved.
the grade they seek to cover.
263 That this Conference notes the results of the stress and Sally Bridge See that as reported for Proposition 264. 22 Nov
targets survey across O&A grades. 2001
However, conference is dismayed to find that BT would
seem to have swept these results under the carpet.
Conference instructs the incoming OAOOC as a matter
of urgency to negotiate with BT an agreement or code
of practice on stress management within O&A grades.
264 That this Conference is concerned and extremely Sally Bridge Proposition 264 was represented to Jim Spears, 22 Nov
disappointed to note that there has been little Human Resources Manager CCM, who advised 2001
movement by the Company to address the Union‟s the Union that he was disappointed to see details
representations on the Policy of proposition 299c of the Conference proposition as he had expected
continuous commitment from both parties. Jim
carried at Conference 2000.
indicated that the pace of change had been
slower than O&DS would have liked but he was
Whilst this Conference welcomes the joint statement on pleased to note that the pilot for the Sector
Working In Partnership and associated initiatives this Partnership workshop was scheduled for October.
Union must not lose sight of our quest to stamp out Jim Spears advised that he was sure that this
9 of 13 (TIC(O&A))
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
those very real and live issues revealed and contained would provide a basis for acceleration in the
within the results of the Operator Opinion Survey. process across O&DS.
Despite the positive discussion and debate that He also indicated that he had requested
Catherine Glaister and Vivienne Griggs to liaise
ensured at the WIP workshop held in December 2000
with the CWU about the publication of a joint
and the Company reaffirming their commitment to buy BT/CWU statement reaffirming mutual
into the CWU‟s proposal on a whole “Basket of commitment to the partnership principles and to
Measures” drawn up by the Union in an attempt to highlight a formal resumption of activity at the
address issues such as stress, targets and instances of Working in Partnership workshop. The WIP
unreasonable management behaviour within O&DS workshops took place at national and sector level
this initiative has yet to get off the ground. throughout 2001. The OAOOC concluded that in
light of the publication of the statement reaffirming
This Conference agrees that enough is enough and mutual commitment to the partnership principles,
that BT have “talked the talk” long enough, therefore the company had moved some way to meet the
CWU‟s Conference policy on 264 and that they
Conference further agrees that at the Close of
now considered the terms of the proposition
Conference the Officer will escalate this matter above having been fulfilled.
the Head of O&DS in line with the terms of existing
Conference policy.
265 That this Conference welcomes the initiative of national Sally Bridge Following representation, the OAOOC secured an 22 Nov
and sector level working in partnership. agreement to hold joint IR training at local level 2001
for Working in Partnership. To assist the
However, this has caused little or no improvement at workshops, a brief was distributed to Sector
Organisers which included
local level.
1) Union objectives and responsibilities
Conference instructs the incoming OAOOC to secure 2) Working in Partnership slides
an agreement to joint IR training at local level. 3) Examples of Working in Partnership
workshops for the North England DQ Sector,
sessions 1 and 9
4) Management responsibilities
5) Valuation sheet
6) Minutes of the Working in Partnership
th
meeting 24 July 2001.
The OAOOC concluded that the agreement to
10 of 13 (TIC(O&A))
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
hold joint IR training at local level constituted
fulfilment of Proposition 265.
267 That this Conference instructs the incoming OAOOC to Sally Bridge The OAOOC agreed for the policy contained in 22 Nov
negotiate an agreement ensuring that the centre admin Proposition 267 to be pursued within the 2001
post is not covered by agency staff. discussions on the Centre Admin OSO Joint
Working Party. As this forum had been put on
hold due to the rationalisation of grading in
O&DS, it had not been represented to the
company. Therefore, as there are currently no
plans to hold further meetings of the JWP, or are
we in receipt of proposals to cover Centre Admin
posts by agency staff, the OAOOC agreed for the
policy to be pursued if and when events change
relating to the cover of these posts.
268 That this Conference instructs the incoming OAOOC to Sally Bridge Representation on Guidance Notes Complaint 22 Nov
secure an agreement that DAWS retrieval is not used Handling NI/QMS/A017 had taken place 2001
as a discipline tool. As the company would seem to be throughout the summer which included
presently over using this system in an attempt to representation of Conference Proposition 268.
discipline members unreasonably.
Following a meeting with Gareth Morgan, Acting
Head of O&DS, Gareth arranged for Paula Scott
to draft a revised document and forward it to the
CWU. This document was received and
amended to include the wording:
“Further details can be found in ISIS Document
PNL/EMP/H010, detailing BT‟s Conduct
Standards. If the decision is taken to initiate
Disciplinary Action, this should be in accordance
with the appropriate ISIS Guidance.”
The OAOOC therefore saw from the
documentation that the inclusion of this statement
within the document fulfilled Conference policy on
Proposition 268.
270 That this Conference instructs the incoming OAOOC, Sally Bridge The terms of Proposition 270 was represented to 22 Nov
as part of the ongoing admin review, that all WIT‟s and the Acting Head of O&DS who stated at a formal 2001
meeting that this issue would be subject to
11 of 13 (TIC(O&A))
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
OA OSO‟s covering the Maxima duty be upgraded from separate correspondence which did not transpire.
B2 to C1. Therefore, a letter has gone to the Head of O&DS
seeking a separate meeting to take place with the
relevant level of management to put the Union‟s
case for upwardly mapping of the OSOs covering
Maxima duty from B2 to C1 grade.
271 That this Conference instructs the incoming OAOOC, Sally Bridge The OAOOC agreed to take the policy contained 22 Nov
as part of the ongoing admin review, that NI admin in Proposition 271 into account within the ongoing 2001
OSO‟s are upgraded to the same grade as OA admin OA Admin Review which has now been
OSO‟s. concluded. The result of the review established
the same grade for OA Centre Admin Support
OSOs as that of the NI side of the business which
is A2. Therefore, whilst the NI Centre Admin
Support grade has not been upgraded they are
now the same grade as OA Centre Admin
Support OSOs.
Therefore, the OAOOC believe that the policy
contained in Proposition 271 has now been
fulfilled.
E10 This Conference is extremely concerned and Sally Bridge See that as reported for Proposition 258. 22 Nov
disappointed, that the OAOOC have continued to make 2001
an agreement with BT O&DS management, allowing
the TDC‟s in Number Information and OSO‟s in
Operator Assistance the facility to tape fully efficient
operators as part of the monitoring agreement, without
consultation or agreement from branches.
While we are happy to see a regrading of the TDC‟s in
Number Information, bringing them into line with the
trainers in Operator Assistance. We are disappointed
that a further monitoring tool has been used to achieve
this.
12 of 13 (TIC(O&A))
PROP TEXT OFFICER ACTION TAKEN LAST
NO. UPDATED
As there is nothing to be gained by operators and in
view of the results contained in the Operator Opinion
Survey. Which showed a direct link between
monitoring and stress.
The OAOOC is therefore instructed to enter into
negotiations with BT O&DS to secure an agreement on
the reduction in the amount of remote monitoring
performed on fully efficient operators. A meeting of the
branches must take place on the outcome of the
negotiations or on the introduction of a new document.
13 of 13 (TIC(O&A))