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Telecom Enhancement Plan

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					PROJECT PLAN FOR BROADBAND AND DATA EOI AND PROVISIONING PERFORMANCE
ENHANCEMENT PROJECTS

Introduction

1. Telecom commits to the Minister that the provisioning performance enhancements projects
   outlined in this plan will be delivered by Telecom Wholesale, in the manner and to the extent
   outlined. A key objective of those plans is to enable Telecom Wholesale to deliver the same
   outcomes as the FMO Undertakings would have.

2. The service providers consulted agreed that flexibility in the nature and scope of the projects
   outlined, and their prioritisation, is important in order to ensure that the right performance
   enhancements are delivered at the optimum times. This is the reality of dealing with changing
   market and end user demand, capital constraints, altering focuses of industry participants and
   the uncertain regulatory environment, and it being recognised that it is in the best interests of
   everyone for Telecom Wholesale to ensure enhancements (and ongoing product rollouts) can be
   delivered in a commercial, stable and scalable way.

3. As such, Telecom has done its best to create a plan which achieves the maximum value for the
   industry and end users (based on the feedback from those consulted) as at the time of
   consultation. Telecom’s commitment is therefore to deliver to this plan as it may be updated
   from time to time. It was agreed that appropriate consultation with service providers will occur
   in relation to any updated plan (and we will inform you of any material changes that are made).
   The level and extent of consultation will be determined based on the following process for
   managing the plan:

      Telecom Wholesale will present a six month rolling roadmap to the industry at the Telecom
       Wholesale Dialogue sessions, showing the broadband and data provisioning performance
       enhancement projects scheduled on a forward looking basis. The first two roadmaps are
       attached in Appendix A to this project plan.

      Telecom Wholesale will give quarterly updates via the Telecom Wholesale Dialogue sessions
       of how it is tracking against the current roadmap. These are displayed on the roadmaps in
       Appendix A.

      In developing the ongoing roadmaps, Telecom Wholesale will take an iterative approach,
       taking input from the industry during project establishment, then securing the capital
       approval required before it confirms the delivery schedule in the roadmap.

      If there are material changes to the current roadmap such as the removal of a project or
       delays that will have an effect on one of the key milestones in a roadmap, Telecom
       Wholesale will engage with the industry as part of a dedicated consultation programme,
       which will involve an independent chair and one on one sessions (akin to the process
       undertaken in order to develop the first two roadmaps attached in Appendix A to this project
       plan, including the role of the independent chair as outlined in paragraph 7 below).

      Once a roadmap is in train, Telecom Wholesale will build the projects in a way that ensures
       that service providers are: (a) given a developer guide (which is process based and contains
       use cases); (b) given direct and group access to technical resources within Telecom in order
       to ensure that the right people are talking to each other; (c) provided with access to
       provisioning test environments within which the project can be tested; and (d) able to see
       that a dedicated business change management process is in place.

      Once the projects are built, Telecom Wholesale will provide non-functional performance and
       availability target assessments (assessed against the targets notified to the industry by
       Telecom Wholesale and attached as Appendix B), and will ensure that there is scalability and
       capacity management, and notification and incident management capability for each project.
4. The exact timing of Telecom Wholesale’s delivery of each component of the project plan, while
    very important to all concerned, is not specified in this plan in more detail than the two
    roadmaps. It was confirmed with the service providers consulted that the right drivers need to
    be in place to ensure timely and efficient delivery of each project, and that working to fixed
    deadlines will not in practice result in the best service experience for end users. In particular, a
    key issue for the service providers who were consulted was system stability, and Telecom
    Wholesale has made a commitment outside of the consultation process to implement a
    stabilisation roadmap. It was also acknowledged that Telecom has a number of other competing
    priorities such as the service to market projects that it has underway, including those for UBA
    with Access Seeker Voice (SLE/SLU), VDSL2, Broadband Dimensioning, Broadband Over Fibre,
    HSNS Enhancements, MVNO Enhancements, eLine, UCLL Consumption. A Service Provider has
    in particular sought assurances concerning the delivery of the SLE/SLU product, in particular that
    this product is a priority and where resource contention occurs with the activities on the project
    roadmap this product delivery will not be impacted. “

5. It was agreed that having a committed viewpoint 6 months in advance will balance the need for
   flexibility and stable services against the need for certainty. As such, Telecom Wholesale
   commits to time being of the essence in the delivery of all projects in this plan now or in the
   future, and that the elements of the project identified in the first six months of the roadmaps in
   Appendix A (being those projects that are listed before the list review date, and those that are in
   flight now) will be delivered within the milestones shown, subject to the reasonable impact of
   any force majeure events that are beyond the reasonable control of Telecom.


Independent Chairs’ summary of consultation process and outcomes

6. The Independent Chair’s summary of the consultation process and outcomes is provided as an
   annex to this plan, and a schedule of meetings and submissions received is attached as Appendix
   C.

Project Plan

7. The scope of this plan is broadband and data provisioning performance enhancement projects.
   The consultation showed that there was a reasonable coverage across the range of issues in the
   provisioning domain, but that there was more depth to the broadband discussions than with
   data. For these purposes, broadband means UBA and all of its variants and bundles (naked,
   clothed, NCA, TES, SLE/SLU, consumer and business services), and data means HSNS (both Lite
   and Premium) and UPC.

8. As anticipated, discussions with the service providers have raised some desired activities that do
   not fall within these areas (for example, billing and assure related activities). Although out of
   scope for this plan, these activities will be considered and addressed by Telecom Wholesale
   through other processes, as they do need to be aligned.

9. The plans for each of the two in scope provisioning areas are outlined below.

10. Telecom Wholesale will prioritise in accordance with those plans (as they may be amended), but
    that will not necessarily mean that the sequencing of actual deliverables will exactly match the
    lists set out, as the delivery timeframe for a particular project will not necessarily reflect its
    priority or other dependencies (e.g. high priority projects may have long lead times, or be
    dependant on other projects – whereas lower priority projects may be able to be delivered
    quickly and independently from other projects).

11. To make the consultation and the subsequent plans easier to follow, we have broken the projects
    down into three discrete sub-categories of:

    a.   Order entry processes – made up of pre-ordering (focused on service providers having
         sufficient information to pre-assure services and orders), provisioning (focused on passing
         orders efficiently and giving proactive status updates) and jeopardy (providing capability to
         self-monitor, and actively watching and acting on exceptions and jeopardies);




                                                                                                         2
   b.   Notifications (focused on simplifying downstream management through enabling whole of life
        capabilities); and

   c.   Access channels (focused on consolidating self service capabilities and proactive information
        supply). This last sub-category is common across both plans.

12. The method by which the projects will be delivered is also broken down into three broad
    methods, in order to show service providers the impact each project will have on them (and
    ultimately end users):

   a.   Do Nothing - where Telecom Wholesale will make improvements to existing capability and
        little to no service provider investment or change to any existing system or process will be
        required to realise value for end users;

   b.   Opt In – where Telecom Wholesale will deliver capability, but the service provider must opt
        to take the capability to realise value for end users, which will require investment by the
        service provider and thus a change to existing system or process; or

   c.   Breaking Change – where Telecom Wholesale will deliver new capability that service
        providers must adopt by changing existing process and/or the way they interface with
        Telecom Wholesale, which will require a carefully planned migration.

   It was important to show the impact of each project, to illustrate the comparison to the current
   Undertakings FMO obligations, which would have all required Breaking Change without the
   planned migration time. Now, the plan is intended to avoid big-bang cutovers of the type that
   would have been required.


Broadband

13. The initial broadband provisioning performance enhancements projects are as follows (with the
    order of the initial priority to be given to them by Telecom Wholesale being set out in the
    roadmaps in Appendix A):

Project          Implementation   Anticipated                      Required              Measurement of
                                  performance                      inputs**              performance
                                  enhancements*                                          enhancement***
Order Entry Processes - Pre - Order

Improving        The delivery          The goal is the removal     •   Chorus            The number of ‘false-
quality of       method will be “Do    of instances where there        inventory data    negative’
pre-             Nothing”.             is a ‘false-negative’           quality and       prequalification results
qualification                          prequalification result         cleansing         given.
                                       given, improving                programmes
                                       automation rates and            being
                                       removing invalid order          completed
                                       rejection.

                                       This will also reduce
                                       manual activities, and
                                       therefore reduce the
                                       amount of time end
                                       users wait to know if the
                                       service they have
                                       requested can be
                                       provided.
Improving        The delivery          The clean-up of legacy      •   The ability of    The amount of time it
Quality and      method will be “Do    Telecom addresses so            service           takes service providers
Immediacy        Nothing”.             that they are more              providers to      to complete an
of Address                             consistently and                uptake the        address-creation and
Information                            regularly presented, and        capabilities      population of those


                                                                                                       3
Project          Implementation       Anticipated                  Required               Measurement of
                                      performance                  inputs**               performance
                                      enhancements*                                       enhancement***
                                      the alignment with                                  addresses in the
                                      Terralink data where         •   Telecom Group      Telecom Wholesale
                                      that is available.               address            channels (Wireline
                                                                       alignment and      etc).
                                      This will reduce the             cleanup
                                      amount of time end               programme          The amount of
                                      users wait to know if the                           addresses that can not
                                      service they have                                   be matched to valid
                                      requested can be                                    Terralink addresses.
                                      provided.


Finalise Pre-    The delivery         Investment in further        •   Service            The number of order
Order Suite      method will be       pre-order capabilities,          provider           rejections that occur.
to Pre-          “Opt In”.            process and on boarding          confidence in
Validate                              support to clarify how to        the plan           Successful delivery of
Orders                                avoid order rejections.      •   Service            the scope as identified
                                                                       providers          by service providers
                                      The end user experience          having the         via consultation.
                                      will be improved by              ability to input
                                      reducing the number of           to initial
                                      order rejections                 scoping
                                      experienced.                 •   Service
                                                                       providers
                                                                       having project
                                                                       and forum
                                                                       involvement
Order Entry Processes - Provisioning

Stability of     The delivery         Enhanced system              •   T&SS Stability     The stability levels of
Systems and      method will be “Do   stability levels aligning        Programme          the systems.
Processes        Nothing”.            with regulated non-          •   Service
                                      functional requirements,         provider
                                      and stability of processes       confidence in
                                      aimed at non-                    the plan
                                      degradation of service
                                      for end users.
Removal of       The delivery         The completion of root                              The number of ‘invalid’
‘Invalid         method will be “Do   cause analysis, and the                             order rejections that
Order’           Nothing”.            investing in solving the                            occur.
Rejections                            system conditions that
                                      lead to ‘invalid order’
                                      rejection will improve
                                      the number of order
                                      rejections, and therefore
                                      the end user experience.
Fast Efficient   The delivery         A reduction of the time                             The amount of time it
Provisioning     method will be “Do   between submission of                               takes service providers
                 Nothing”.            an order by a service                               to submit an order and
                                      provider and the receipt                            the receipt of a full
                                      of a full order                                     order confirmation for
                                      confirmation.                                       that order from
                                                                                          Telecom Wholesale.
                                      The amount of time
                                      taken to provision an
                                      end users service and
                                      confirm an installation




                                                                                                      4
Project        Implementation       Anticipated                  Required              Measurement of
                                    performance                  inputs**              performance
                                    enhancements*                                      enhancement***
                                    appointment will be
                                    reduced overall.
Scalable       The delivery         The removal of non-                                The provisioning
Systems and    method will be “Do   scalable screen-scraping                           process for the
Processes      Nothing”.            processes between                                  Telecom Wholesale
                                    systems, and a reduction                           broadband service will
                                    in manual processing on                            enable more real-time
                                    the Telecom Wholesale                              pre-ordering, even
                                    hardware and                                       with the anticipated
                                    architecture.                                      scale that on-boarding
                                                                                       all of Telecom Retail
                                    This is aimed at non-                              will bring.
                                    degradation of service
                                    for end users when scale
                                    is applied.
Reduced        The delivery         Addressing the 'failed       •   Timely and        The number of 'failed
Order          method will be “Do   install’ instances from          complete          install’ instances that
Failures,      Nothing”.            the current rate of              information       occur that were caused
Improve                             approximately [10%] by           from Chorus       by non-customer
Failed Order                        reducing them to of              about             issues (eg network).
Processes                           approximately [1%], by           provisioning
                                    improve processes and            progress
                                    capabilities supporting      •   Chorus
                                    the ‘Failed Self-Install’        inventory data
                                    process.                         quality and
                                                                     cleansing
                                    The end user experience          programmes
                                    will be improved by              being
                                    enabling a service to be         completed
                                    provisioned the first time   •   UCLL inputs for
                                    the service provider             naked and
                                    attempts to do so.               data services

Service        The delivery         To enable the near real-                           The number of
Company        method will be “Do   time procurement of                                “schedule clash”
Scheduling     Nothing”.            service company                                    instances experienced
                                    resource upon order                                between different
                                    entry.                                             service provider
                                                                                       orders.
                                    This will improve the end
                                    user experience by
                                    minimising the time
                                    delay in requesting an
                                    order and securing the
                                    requested service
                                    company appointment.
Capability     The delivery         The delivery of ‘Sales       •   The ability of    The ability to make
for Multi-     method will be       Order’ capability,               service           one request to
Service        “Opt In”.            allowing the creation and        providers to      provision multiple
Order                               delivery of multiple POTS        uptake the        POTS and UBA services
                                    and UBA services in one          capabilities      at the same address.
                                    over-arching service         •   Chorus
                                    provider request.                workforce
                                                                     management
                                    The end user experience          systems
                                    will be improved by          •   Service
                                    enabling a service               provider




                                                                                                  5
Project        Implementation       Anticipated                  Required               Measurement of
                                    performance                  inputs**               performance
                                    enhancements*                                       enhancement***
                                    provider to make                 confidence in
                                    multiple provisioning            the plan
                                    orders, as less time will    •   Service
                                    be required by the               providers
                                    service provider.                having the
                                                                     ability to input
                                                                     to initial
                                                                     scoping
                                                                 •   Service
                                                                     providers
                                                                     having project
                                                                     and forum
                                                                     involvement

Billing        The delivery         The amount and type of       •   The ability of     The amount of billing
Information    method will be       billing information              service            irregularities between
Confirmed at   “Opt In”.            needed in relation to a          providers to       those provided at
time of                             specific order is                uptake the         order and those
Provisioning                        requested as part of the         capabilities       provided on bill.
                                    Telecom Wholesale order      •   Service
                                    process, with service            providers
                                    providers being asked to         having the
                                    populate the right               ability to input
                                    information, with 99%            to initial
                                    accuracy.                        scoping
                                                                 •   Service
                                                                     providers
                                                                     having project
                                                                     and forum
                                                                     involvement

Order Entry Processes - Jeopardy

Jeopardy       The delivery         Implementation of an         •   Chorus             The existence of
Management     method will be “Do   integrated jeopardy              workforce          service provider-facing
Capability     Nothing”.            management capability            management         dashboards and inputs
                                    that supports service            systems            which are supported
                                    provider-facing              •   Timely and         by an integrated
                                    dashboards and inputs            complete           jeopardy management
                                    will occur, which will           information        capability.
                                    enable service providers         from field
                                    to have greater visibility       services
                                    of jeopardies.                   (trucks)
                                                                 •   Service
                                    This will enable the             provider
                                    service provider to have         confidence in
                                    more informed                    the plan
                                    discussions with end         •   Service
                                    users about due dates.           providers
                                                                     having the
                                                                     ability to input
                                                                     to initial
                                                                     scoping
                                                                 Service providers
                                                                 having project and
                                                                 forum involvement




                                                                                                   6
Project         Implementation   Anticipated                Required               Measurement of
                                 performance                inputs**               performance
                                 enhancements*                                     enhancement***
Improved        The delivery     Telecom Wholesale will     •   The ability of     The existence of a
Status and      method will be   have a status and              service            range of jeopardy
Notifications   “Opt In”.        notification method that       providers to       scenarios that are
Supporting                       will support a range of        uptake the         supported by a status
Jeopardy                         jeopardy scenarios,            capabilities       and notification
                                 including customer-to-                            method.
                                 advise and inventory       •   B2B Schemas
                                 waiter types.              •   Service
                                                                provider
                                 This will enable the           confidence in
                                 service provider to have       the plan
                                 more informed              •   Service
                                 discussions with end           providers
                                 users.                         having the
                                                                ability to input
                                                                to initial
                                                                scoping
                                                            •   Service
                                                                providers
                                                                having project
                                                                and forum
                                                                involvement

Query &         The delivery     The interaction with       •   The ability of     The existence of
Dashboard       method will be   Telecom Wholesale will         service            Dashboard Tools for
Tools           “Opt In”.        be supported by                providers to       use by service
                                 Dashboard Tools to show        uptake the         providers.
                                 real-time SLA and              capabilities
                                 jeopardy performance.      •   Service
                                                                provider
                                 This will enable the           confidence in
                                 service provider to have       the plan
                                 more informed              •   Service
                                 discussions with end           providers
                                 users.                         having the
                                                                ability to input
                                                                to initial
                                                                scoping
                                                            •   Service
                                                                providers
                                                                having project
                                                                and forum
                                                                involvement

Notifications

Improved        The delivery     A new approach to order    •   The ability of     The existence of a
Status          method will be   status tracking will           service            real-time ‘push’
Notification    “Opt In”.        provide more                   providers to       notification method for
Method                           information and be             uptake the         order status.
                                 based on a real-time           capabilities
                                 “push” method.             •   B2B Schemas
                                                            •   Service
                                 This will enable the           provider
                                 service provider to know       confidence in
                                 the status of an end           the plan
                                 users order, for           •   Service
                                 communication to them.         providers


                                                                                              7
Project         Implementation   Anticipated                    Required               Measurement of
                                 performance                    inputs**               performance
                                 enhancements*                                         enhancement***
                                                                    having the
                                                                    ability to input
                                                                    to initial
                                                                    scoping
                                                                •   Service
                                                                    providers
                                                                    having project
                                                                    and forum
                                                                    involvement

Improved        The delivery     A new approach to the          •   The ability of     The existence of a
Whole of Life   method will be   ‘whole of life’ notification       service            real-time ‘push’
Notifications   “Opt In”.        method will provide                providers to       notification method for
                                 more detailed and                  uptake the         ‘whole of life’ notices.
                                 relevant information and           capabilities
                                 be based on a real-time        •   B2B Schemas
                                 “push” method.                 •   Service
                                                                    provider
                                                                    confidence in
                                                                    the plan
                                                                •   Service
                                                                    providers
                                                                    having the
                                                                    ability to input
                                                                    to initial
                                                                    scoping
                                                                •   Service
                                                                    providers
                                                                    having project
                                                                    and forum
                                                                    involvement

Improved        The delivery     The addition of more           •   The ability of     The existence of a
Losing          method will be   information such as                service            more detailed
Service         “Opt In”.        segment, the type of               providers to       notification method for
Provider                         order that initiated the           uptake the         ‘losing service
Notification                     notification and whether           capabilities       provider’ notices.
                                 it was the current owner,      •   Service
                                 to the ‘losing service             provider
                                 provider’ notification will        confidence in
                                 assist the gainer                  the plan
                                 provider provision end         •   Service
                                 users quicker.                     providers
                                                                    having the
                                                                    ability to input
                                                                    to initial
                                                                    scoping
                                                                •   Service
                                                                    providers
                                                                    having project
                                                                    and forum
                                                                    involvement




                                                                                                   8
Project        Implementation       Anticipated                  Required               Measurement of
                                    performance                  inputs**               performance
                                    enhancements*                                       enhancement***
Access channels
Single Sign-  The delivery          OO&T will be brought         •   Service            OO&T is able to be
On Across all method will be “Do    under the new Telecom            providers          accessed via the
FAB Portals   Nothing”.             Wholesale Self-Service           having project     Telecom Wholesale
                                    Portal, which will enable        and forum          Self-Service Portal.
                                    a single sign-on process.        involvement

                                    With a single login and
                                    password being utilised
                                    to access all different
                                    portals, and role-based
                                    administration allowing
                                    people to have only the
                                    access they need,
                                    service providers will
                                    have an easier
                                    experience.
Improve        The delivery         By having new roles          •   Service            The existence of new
Permissions    method will be “Do   created to provide niche         provider           roles in the Telecom
and Access     Nothing”.            access like ‘Read-Only’          confidence in      Wholesale Self-Service
Controls                            and ‘Super Admin’ to the         the plan           Portal.
                                    Telecom Wholesale Self-      •   Service
                                    Service Portal, service          providers
                                    providers will be able to        having the
                                    use the Single Sign-On           ability to input
                                    project while applying           to initial
                                    the same restrictions as         scoping
                                    they can currently.          •   Service
                                                                     providers
                                    The end user experience          having project
                                    will be improved as less         and forum
                                    time will be required by         involvement
                                    the service provider.
Usability      The delivery         The screens used by GUI      •   Service            GUI users will be able
Improvemen     method will be “Do   users will be assessed to        provider           to adopt the other
ts             Nothing”.            ensure that the other            confidence in      access channel
                                    enhancement projects             the plan           projects.
                                    are able to be adopted.      •   Service
                                                                     providers
                                                                     having the
                                                                     ability to input
                                                                     to initial
                                                                     scoping
                                                                 •   Service
                                                                     providers
                                                                     having project
                                                                     and forum
                                                                     involvement

Permanent      The delivery         A new replacement On         •   The ability of     The existence of a new
On Boarding    method will be       Boarding environment             service            On Boarding
Environment    “Opt In”.            will be provided, which          providers to       environment.
                                    will support +1 code, the        uptake the
                                    rollout of new capability,       capabilities
                                    and customer regression      •   B2B Schemas
                                    testing.                     •   Service
                                                                     provider




                                                                                                    9
Project        Implementation        Anticipated                   Required               Measurement of
                                     performance                   inputs**               performance
                                     enhancements*                                        enhancement***
                                     The end user experience           confidence in
                                     will be improved as less          the plan
                                     time will be required by      •   Service
                                     the service provider to           providers
                                     prepare for and consume           having the
                                     new capability.                   ability to input
                                                                       to initial
                                                                       scoping
                                                                   •   Service
                                                                       providers
                                                                       having project
                                                                       and forum
                                                                       involvement

Shared B2B     The delivery          There will be a gradual       •   The ability of     There will be no
Schema         method will be        move to a consistent              service            Breaking Change
               consulted on. A       schema across Fulfil and          providers to       without consultation.
               Breaking Change       Assure, ensuring those            uptake the
               will be needed at     who wish to move across           capabilities       Consultation on a
               some point.           can do so at their own        •   B2B Schemas        schema that is
                                     speed.                        •   Service            consistent with Chorus
                                                                       provider           will occur, with
                                     The goal will be to have          confidence in      dedicated workshops.
                                     a Schema format that is           the plan
                                     consistent with Chorus.       •   Service
                                                                       providers
                                     The end user experience           having the
                                     will be improved as less          ability to input
                                     time will be required by          to initial
                                     the service provider.             scoping
                                                                   •   Service
                                                                       providers
                                                                       having project
                                                                       and forum
                                                                       involvement

Published      The delivery          A set of non-functional                              Non-functional targets
Non-           method will be “Do    targets regarding system                             will be shared with the
Functional     Nothing”.             uptime and performance                               industry.
Targets                              will be shared with
                                     industry, and Telecom
                                     Wholesale will do
                                     everything it can to meet
                                     them.

                                     This will be a high level
                                     measure of overall
                                     service quality, which
                                     will directly relate to the
                                     end user experience.

   * This is a description of the performance enhancements that have been agreed with the service
   providers consulted as being likely to result from the relevant project. These are based on the
   presumption that the required inputs are delivered.
   ** This is the agreed actions and engagement required from Service Providers, internal
   customers and suppliers (both internal and external) in order for Telecom Wholesale to deliver
   the performance enhancements.




                                                                                                    10
   *** This is the way that Telecom Wholesale and the service providers consulted have agreed
   that the successful delivery of the project will be measured. Together, these will all cumulate in
   successful non-functional and availability performance.

14. These projects are a continuation of the following broadband provisioning performance
    enhancements projects (which in most cases have been raised during the consultation process
    undertaken) that have already been commenced and/or recently completed by Telecom
    Wholesale as a matter of urgency:

Project         Commencement date             Achieved/anticipated performance enhancement
Order Entry Processes - Pre - Order

Site & Service     September/October          This tool is a real-time view into ICMS Address and Inventory
Audit              2010                       screens, which provides location-based information for POTS
                                              services based on geographic information, and provides service-
The delivery                                  level information by address. It also provides all current service
method is “Opt                                order activity of connected services at a particular address.
In”.
                                              The end user experience will be improved by reducing the
                                              number of order rejections experienced.
xUBA               September/October          This involves the addition of neighbouring connection
Prequalification   2010                       information. Telecom Wholesale will cache maintained,
Improvements                                  providing better indication of service availability.

The delivery                                  The end user experience will be improved by reducing the time
method is “Do                                 taken to confirm the service is available.
Nothing”.

Caching Manual     September/October          This will mean that manual results that are processed will be
Prequalification   2010                       cached, removing duplication/triplication of work.
Results
                                              The end user experience will be improved by reducing the time
The delivery                                  taken to confirm the service is available.
method is “Do
Nothing”.

Clean-Up of        The Chorus clean-up of     The Chorus clean-up will address many factors causing
Prequalification   underlying address and     ‘Inconclusive’ results to be given to service providers (which
Data               inventory data started     then leads to a manual prequalification occurring) and some
                   in July 2010.              cases of ‘false-negative’ results. The end user experience will
The delivery                                  be improved by reducing the number of order rejections
method is “Do                                 experienced, and reducing the time taken to inform them if the
Nothing”.                                     service they have requested can be provided.
Order Entry Processes - Provisioning

Extension of       September/October          This involves the extension of existing, real-time automated
Automated          2010                       rescheduling capability across more UBA use cases and non
Rescheduling                                  truck-roll orders like Transition and Disconnection.
The delivery
method is “Opt                                The service provider will be able to have more informed
In”.                                          discussions with end users.




                                                                                                   11
Project           Commencement date   Achieved/anticipated performance enhancement
UBA Return        September/October   This allows a request to port a phone number into the Telecom
Port              2010                network and install UBA at the same time.

The delivery                          The end user experience will be improved as the overall time to
method is “Opt                        provision will be shorter.
In”.

UCLL to UBA       September/October   This allows a UCLL service to be transferred to a Clothed or
Transfer          2010                Naked UBA service in one transaction.

The delivery                          The end user experience will be improved as the overall time to
method is “Opt                        provision will be shorter.
In”.

New Voice         September/October   This provides for a whole new suite of voice forms to be created.
Order             2010
Capability                            The end user experience will be improved as the overall time to
                                      provision will be shorter.
The delivery
method is “Opt
In”.

Inventory Re-     September/October   This will introduce a new capability that allows a service provider
Use and           2010                to request that inventory at an existing site is re-used, lowering
Abandonment                           truck-roll and failed install rates. Accompanying this is a
                                      proactive Abandonment solution that indicates Move In/Move
The delivery                          Out scenarios, and allows the easy disconnection of abandoned
method is “Do                         services.
Nothing”.
                                      The end user experience will be improved as the overall
                                      engagement required from them will be reduced.
Notifications

Inventory Re-     September/October   This will introduce a new capability that allows a service provider
Use and           2010                to request that inventory at an existing site is re-used, lowering
Abandonment                           truck-roll and failed install rates. Accompanying this is a
                                      proactive Abandonment solution that indicates Move In/Move
The delivery                          Out scenarios, and allows the easy disconnection of abandoned
method is “Do                         services.
Nothing” for
inventory re-                         The end user experience will be improved as the overall time to
use, and “Opt                         provision will be shorter.
In” for
Abandonment


Access Channels

Integration of    September/October   This will provide integration with and single sign-on for the Data
Data Coverage     2010                Coverage Tool in to the Wholesale Self-Service Portal. The end
Tool                                  user experience will be improved as the overall time required by
                                      service providers will be shorter.
The delivery
method is “Do
Nothing”.




                                                                                           12
Project             Commencement date   Achieved/anticipated performance enhancement
Integration of      September/October   This will provide integration with and single sign-on for OFM to
OFM                 2010                the Wholesale Self-Service Portal.

The delivery                            The end user experience will be improved as the overall time
method is “Do                           required by service providers will be shorter.
Nothing”.

Integration of      September/October   This will provide integration with and single sign-on for SPM to
SPM                 2010                the Wholesale Self-Service Portal.

The delivery                            The end user experience will be improved as the overall time
method is “Do                           required by service providers will be shorter.
Nothing”.

Fulfil B2B On       September/October   This means the launch of a new and permanent replacement On
Boarding            2010                Boarding environment for the fulfil B2B. This environment is
Environment                             use-case based, and supportive of service provider regression
                                        testing needs.
The delivery
method is “Opt                          The end user experience will be improved as the overall time
In”.                                    required by service providers will be shorter.


Wholesale           September/October   This will provide a new secure FTP solution replacing SafeCopy
Secure File         2010                for the transfer of pricebooks, billing information and other
Transfer                                private data.
Facility
                                        The end user experience will be improved as the overall time
The delivery                            required by service providers will be shorter.
method is
“Breaking
Change”, but
with a controlled
migration period




                                                                                             13
Data

15. The initial data provisioning performance enhancements are as follows (with the order of the
    initial priority to be given to them by Telecom Wholesale being set out in the roadmaps in
    Appendix A):


Project            Implementation       Anticipated            Required inputs**       Measurement of
                                        performance                                    performance
                                        enhancements*                                  enhancement***
Order Entry Processes - Pre - Order


Improving          The delivery         The goal is the        •   Chorus inventory    The number of ‘false-
quality of         method will be       removal of                 data quality and    negative’ prequalification
prequalification   “Do Nothing”.        instances where            cleansing           results given.
                                        there is a ‘false-         programmes
                                        negative’                  being completed
                                        prequalification
                                        result given,
                                        improving
                                        automation rates.

                                        This will reduce
                                        manual activities,
                                        and extend
                                        prequalification to
                                        cater for ‘capable’
                                        but not ‘enabled’
                                        areas.

                                        This will reduce the
                                        amount of time
                                        end users wait to
                                        know if the service
                                        they have
                                        requested can be
                                        provided.
Improving          The delivery         The clean-up of        •   The ability of      The amount of time it
Quality and        method will be       legacy Telecom             service providers   takes service providers
Immediacy of       “Do Nothing”.        addresses so that          to uptake the       to complete an address-
Address                                 they are more              capabilities        creation and population
Information                             consistently and       •   Telecom Group       of those addresses in the
                                        regularly                  address             Telecom Wholesale
                                        presented, and the         alignment and       channels (Wireline etc).
                                        alignment with             cleanup
                                        Terralink data             programme
                                        where that is
                                        available.

                                        This will reduce the
                                        amount of time
                                        end users wait to
                                        know if the service
                                        they have
                                        requested can be
                                        provided.


Single Source      The delivery         There will be a                                The existence of one set




                                                                                                   14
Project            Implementation   Anticipated           Required inputs**       Measurement of
                                    performance                                   performance
                                    enhancements*                                 enhancement***
of Truth for       method will be   single and                                    of data that informs all
Data               “Do Nothing”.    consistent data set                           pre-order interfaces for
Prequalification                    for the Data                                  data prequalification.
                                    Coverage Tool,
                                    Pricing Calculators
                                    and Data
                                    Prequalification
                                    Tool.

                                    This will ensure
                                    service providers
                                    have reliable
                                    information when
                                    talking to end
                                    users

Order Entry Processes - Provisioning

Stability of       The delivery     Enhanced system       •   T&SS Stability      The stability levels of the
Systems and        method will be   stability levels          Programme           systems.
Processes          “Do Nothing”.    aligning with
                                    regulated non-
                                    functional
                                    requirements, and
                                    stability of
                                    processes aimed at
                                    non-degradation of
                                    service for end
                                    users.
Fast Efficient     The delivery     A reduction of the    •   Interfaces to       The amount of time it
Provisioning       method will be   time between              Chorus              takes service providers
                   “Do Nothing”.    submission of an          provisioning        to submit an order and
                                    order by a service        systems             the receipt of a full order
                                    provider and the                              confirmation for that
                                    receipt of a full                             order from Telecom
                                    order confirmation.                           Wholesale.

                                    The amount of
                                    time taken to
                                    provision an end
                                    users service will
                                    be reduced overall.
Scalable           The delivery     The improvement       •   Interfaces to       The provisioning process
Systems and        method will be   of non-scalable           Chorus              for the Telecom
Processes          “Do Nothing”.    systems,                  provisioning        Wholesale data service
                                    processes and             systems             will enable more real-
                                    hardware.             •   Chorus inventory    time pre-ordering, even
                                                              data quality and    with the anticipated
                                    This is aimed at          cleansing           scale that on-boarding of
                                    non-degradation of        programmes          all of Gen-i will bring.
                                    service for end           being completed
                                    users when scale is   •   UCLL inputs for
                                    applied.                  naked and data
                                                              services
Screen             The delivery     Usability             •   B2B Schemas         The existence of new
Improvements       method will be   enhancements to       •   Service provider    data fields, which allow
and Additional     “Do Nothing”.    the Data                  confidence in the   service provider-specific




                                                                                               15
Project          Implementation    Anticipated            Required inputs**         Measurement of
                                   performance                                      performance
                                   enhancements*                                    enhancement***
Fields                             provisioning forms,        plan                  fields.
                                   including the          •   Service providers
                                   addition of service        having the ability
                                   provider-specific          to input to initial
                                   fields (used to            scoping
                                   assist in grouping     •   Service providers
                                   and identifying            having project
                                   networks from              and forum
                                   order entry                involvement
                                   through to billing),
                                   will reduce the
                                   amount of time
                                   taken to provision
                                   an end user’s
                                   service overall.
Billing          The delivery      The amount and         •   The ability of        The amount of additional
Information      method will be    type of billing            service providers     billing details sought
Confirmed at     “Opt In”.         information                to uptake the         outside of the
time of                            needed in relation         capabilities          provisioning order.
Provisioning                       to a specific order    •   Service provider
                                   is populated as            confidence in the
                                   part of the                plan
                                   Telecom Wholesale      •   Service providers
                                   order process,             having the ability
                                   with, with 99%             to input to initial
                                   accuracy.                  scoping
                                                          •   Service providers
                                   The information            having project
                                   will also align with       and forum
                                   the data                   involvement
                                   prequalification
                                   tools and
                                   calculators.
Order Entry Processes - Jeopardy

Jeopardy         The delivery      Implementation of      •   Chorus workforce      The existence of service
Management       method will be    an integrated              management            provider-facing
Capability       “Do Nothing”.     jeopardy                   systems               dashboards and inputs
                                   management             •   Timely and            which are supported by
                                   capability that            complete              an integrated jeopardy
                                   supports service           information from      management capability.
                                   provider-facing            field services
                                   dashboards and             (trucks)
                                   inputs will occur,     •   UCLL inputs for
                                   which will enable          naked and data
                                   service providers          services
                                   to have greater
                                   visibility of
                                   jeopardies.

                                   This will enable the
                                   service provider to
                                   have more
                                   informed
                                   discussions with
                                   end users about
                                   due dates.




                                                                                                16
Project         Implementation   Anticipated            Required inputs**         Measurement of
                                 performance                                      performance
                                 enhancements*                                    enhancement***
Improved        The delivery     Telecom Wholesale      •   The ability of        The existence of a range
Status and      method will be   will have a status         service providers     of jeopardy scenarios
Notifications   “Opt In”.        and notification           to uptake the         that are supported by a
Supporting                       method that will           capabilities          status and notification
Jeopardy                         support a range of     •   Chorus workforce      method.
                                 jeopardy                   management
                                 scenarios,                 systems
                                 including              •   Timely and
                                 customer-to-               complete
                                 advise and                 information from
                                 inventory waiter           field services
                                 types.                     (trucks)
                                                        •   B2B Schemas
                                 This will enable the   •   UCLL inputs for
                                 service provider to        naked and data
                                 have more                  services
                                 informed               •   Service provider
                                 discussions with           confidence in the
                                 end users.                 plan
                                                        •   Service providers
                                                            having the ability
                                                            to input to initial
                                                            scoping
                                                        •   Service providers
                                                            having project
                                                            and forum
                                                            involvement

Query and       The delivery     The interaction        •   The ability of        The existence of
Dashboard       method will be   with Telecom               service providers     Dashboard Tools for use
Tools           “Opt In”.        Wholesale will be          to uptake the         by service providers.
                                 supported by               capabilities
                                 Dashboard Tools to     •   Service provider
                                 show real-time             confidence in the
                                 SLA and jeopardy           plan
                                 performance.           •   Service providers
                                                            having the ability
                                 This will enable the       to input to initial
                                 service provider to        scoping
                                 have more              •   Service providers
                                 informed                   having project
                                 discussions with           and forum
                                 end users.                 involvement

Notifications

Improved        The delivery     A new approach to      •   The ability of        The existence of a real-
Status          method will be   order status               service providers     time ‘push’ notification
Notification    “Opt In”.        tracking will              to uptake the         method for order status.
Method                           provide more               capabilities
                                 information and be     •   B2B Schemas
                                 based on a real-       •   Service provider
                                 time “push”                confidence in the
                                 method.                    plan
                                                        •   Service providers
                                 This will enable the       having the ability
                                 service provider to        to input to initial
                                 know the status of         scoping


                                                                                             17
Project            Implementation       Anticipated            Required inputs**         Measurement of
                                        performance                                      performance
                                        enhancements*                                    enhancement***
                                        an end users           •   Service providers
                                        order, for                 having project
                                        communication to           and forum
                                        them.                      involvement

Improved           The delivery         A new approach to      •   The ability of        The existence of a real-
Whole of Life      method will be       the ‘whole of life’        service providers     time ‘push’ notification
Notifications      “Opt In”.            notification method        to uptake the         method for ‘whole of life’
                                        will provide more          capabilities          notices.
                                        detailed and           •   B2B Schemas
                                        relevant               •   UCLL inputs for
                                        information and be         naked and data
                                        based on a real-           services
                                        time “push”            •   Service provider
                                        method.                    confidence in the
                                                                   plan
                                                               •   Service providers
                                                                   having the ability
                                                                   to input to initial
                                                                   scoping
                                                               •   Service providers
                                                                   having project
                                                                   and forum
                                                                   involvement

Improved           The delivery         Service providers      •   The ability of        The existence of
Whole of Life      method will be       will have the              service providers     reporting for the ‘whole
Reporting          “Opt In”.            ability to create          to uptake the         of life’ scenario.
                                        and design reports         capabilities
                                        on all services they   •   Service provider
                                        have ordered,              confidence in the
                                        including service-         plan
                                        specific               •   Service providers
                                        information such           having the ability
                                        as bandwidth,              to input to initial
                                        CVID, SVID and             scoping
                                        handover, allowing     •   Service providers
                                        them to have more          having project
                                        knowledge and              and forum
                                        control when               involvement
                                        talking to end
                                        users.
Access channels

See above, as the projects are common across data and broadband.



   * This is a description of the performance enhancements that have been agreed with the service
   providers consulted as being likely to result from the relevant project. These are based on the
   presumption that the required inputs are delivered.
   ** This is the agreed actions and engagement required from Service Providers, internal
   customers and suppliers (both internal and external) in order for Telecom Wholesale to deliver
   the performance enhancements.
   *** This is the way that Telecom Wholesale and the service providers consulted have agreed
   that the successful delivery of the project will be measured. Together, these will all cumulate in
   successful non-functional and availability performance.




                                                                                                     18
16. These projects are a continuation of the following data provisioning performance enhancements
    projects (which in most cases have been raised during the consultation process undertaken) that
    have already been commenced and/or recently completed by Telecom Wholesale as a matter of
    urgency:

Project            Commencement              Achieved/anticipated performance enhancement
                   date
Order Entry Processes - Pre - Order

Data                 September/October       This will provide for automation of Copper and Fibre Data
Prequalification     2010                    prequalification for certain geographical regions.
Improvements
                                             The end user experience will be improved by reducing the time
The delivery                                 taken to confirm the service is available.
method is “Do
Nothing”.

Caching Manual       September/October       This will mean that manual results that are processed will be
Prequalification     2010                    cached, removing duplication/triplication of work.
Results
                                             The end user experience will be improved by reducing the time
The delivery                                 taken to confirm the service is available.
method is “Do
Nothing”.

Clean-Up of          The Chorus clean-up     The Chorus clean-up will address many factors causing
Prequalification     of underlying address   ‘Inconclusive’ results to be given to service providers (which
Data                 and inventory data      then leads to a manual prequalification occurring) and some
                     started in July 2010.   cases of ‘false-negative’ results. The end user experience will
The delivery                                 be improved by reducing the number of order rejections
method is “Do                                experienced, and reducing the time taken to inform them if the
Nothing”.                                    service they have requested can be provided.




                                                                                                 19
                                            APPENDIX A: 6 MONTH PLANS FOR BROADBAND AND DATA



                                           Current Broadband In-flight Timeline


                                                                                  Q2                         Q3
                                                         Provisioning &
                                                                                  2011                       2011

                                                            Jeopardy         UBA return port          UCLL to UBA transfer

                                                                            New voice order           Inventory reuse and
                                                                              capability                     abandon
                                                                               Extend auto
                                                                              re-scheduling
                                                         Pre-Order




                                                                          Site and service audit         xUBA pre-qual

                                                                          Fulfil B2B on-boarding
                                                                                                      Caching manual xUBA
                                                                                environment

                                                                                                    Clean up prequal xUBA




                                     Proposed Broadband Plan Timeline                                                 Delivered progressively

                                     Assumes 31 March 2011 Plan Approval                                              Shared BB/Data
                                                            6 Month Review                      6 Month Review               6 Month Review


                                         Q2           Q3                       Q4             Q1            Q2           Q3              Q4
           Provisioning & Jeopardy




                                         2011         2011                     2011        2012          2012          2012              2012
                                                                                           Scalable systems and processes
                                         Provisioning Discovery                             Fast and efficient provisioning
                                                                                         Improved service company scheduling
                                         Remove invalid order rejects
                                                                                                          Billing info confirmed
                                            Reduce order failures
                                                                                                                  at order
                                         Improved failed order proc.
                                                                                          Multi-service ordering; query and dashboard tools;
                                                                                          Jeopardy management capability; improved status
                                                                                                           and notifications
              Pre-Order




                                          Pre-Order Discovery               Quality of prequal data



                                                                                                           Pre-validate orders

                                          Channel                                              Notifications Improved losing SP notification
                                      Technical Forums                                         Improved status including secondary orders
           Other




                                       and Discovery                                                Improved whole of life notifications
                                                                                                    Single sign on
                                     Fulfil B2B OB
                                                                                           Improved permissions and access
                                     environment
                                                                                                       control




For the purposes of these roadmaps, a calendar year view is used. The committed road map
extends to the end of Q3 2011, until the first 6 month review. The rest of the road map is a
proposed future view.




                                                                                                                                                20
                                         Current Data In-flight Timeline


                                                                           Q2                          Q3
                                                                           2011                        2011




                                                       Pre-Order
                                                                                                  Data pre-qual
                                                                   Site and service audit
                                                                                                  improvements
                                                                    Data coverage tool
                                                                                             Caching manual pre-qual
                                                                          to SSP

                                                                                              Clean up pre-qual data




                                                                                                          Delivered progressively
                                   Proposed Data Plan Timeline                                            Shared BB/Data
                                   Assumes 31 March 2011 Plan Approval
                                                          6 Month Review                 6 Month Review                    6 Month Review


                                       Q2          Q3                   Q4            Q1             Q2                Q3             Q4
                                       2011        2011                 2011          2012           2012             2012            2012
             Pre-Order




                                                                                  Quality of pre-qual results
                                        Pre-Order Discovery                     Quality of address information
                                                                                  Single source of the truth
           Jeopardy Provisioning




                                                                                                 Accurate billing information
                                                                                                       at provisioning

                                                                                              Scalable systems and processes
                                                                                               Fast and efficient provisioning
                                                                                            Improved service company scheduling

                                                                               Jeopardy management capability
                                        Jeopardy Discovery                     Improved status and notification
                                                                                  Query and dashboard tools



                                        Channel                                       Notifications Improved losing SP notification
                                    Technical Forums                                  Improved status including secondary orders
                                     and Discovery                                         Improved whole of life notifications
           Other




                                                                                              Single sign on
                                   Fulfil B2B OB
                                                                                     Improved permissions and access
                                   environment
                                                                                                 control




For the purposes of these roadmaps, a calendar year view is used. The committed road map
extends to the end of Q3 2011, until the first 6 month review. The rest of the road map is a
proposed future view.




                                                                                                                                             21
                          APPENDIX B: SERVICE PERFORMANCE KPI’S


Broadband:

                           Current Target        Enablers        Dependencies


Broadband Fulfil right   59%        90%          Scalability     Stability
first time (one time and                                         Service Provider uptake
in full - OTIF)
   - Rejections          16%        5%           Pre-Order       Stability
                                                 Provisioning
 - Met SLA                 80%      99%          Jeopardy        Chorus Inputs
                                                 Notifications
 - Met RFS                 96%      95%          Jeopardy        Chorus Inputs
                                                 Notifications

 - Early Life Failures     4%       1%           Provisioning


 Manual processing         9%       5%           Provisioning


 Intact line cycle time    Real-time Real-time   Pre-Order


 Intact Activation time    minutes minutes       Provisioning    Stability




Data:

                           Current Target        Enablers        Dependencies


Data Fulfil right first    70%      90%          Scalability     Stability
time (one time and in
full - OTIF)
  - Rejections             1%       <1%          Pre-Order


 - Met SLA                 85%      95%          Jeopardy        Chorus Inputs
                                                 Notifications
 - Met RFS                 77%      95%          Jeopardy        Chorus Inputs
                                                 Notifications

 - Early Life Failures     0%       1%           Provisioning




                                                                                           22
                                 APPENDIX C: CONSULTATION SUMMARY


Date          Session
18 Nov 2010 Executive Industry Dialogue
24 Nov        Industry 1 to Many Consultation (WGN)
26 Nov        Industry 1 to Many Consultation (AKL)
7 Dec         WorldXChange 1 on 1
8 Dec         Vodafone 1 on 1
20 Dec        Call Plus 1 on 1
20 Dec        TelstraClear 1 on 1
21 Dec        Gen-i 1 on 1
21 Dec        Telecom Retail 1 on 1
19 Jan 2011   Vodafone 1 on 1
3 Feb         InternetNZ
4 Feb         TUANZ
10 Feb        WorldxChange CIO
10 Feb        Gen-I CIO
11 Feb        TelstraClear CIO
14 Feb        CallPlus CIO
14 Feb        Orcon CIO
14 Feb        Retail CIO
16 Feb        Industry 1 to Many Consultation (WGN)
18 Feb        Industry 1 to Many Consultation (AKL)
22 Feb        Gen-i 1 on 1
22 Feb        TelstraClear 1 on 1
22 Feb        Call Plus 1 on 1
23 Feb        Vodafone 1 on 1
23 Feb        Telecom Retail 1 on 1
25 Feb        WxC 1 on 1
16 March
(session
booked)       Vodafone CIO

Written submissions were received from Vodafone, TCL, Telecom Retail, Gen-i, Cloud Plus and
CityLink.




                                                                                              23

				
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