BT Wholesale _ Retail Consumer Service Review March 2012 by hcj

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									Customer Service Forum
3rd December 2012


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1
Agenda




    1. Introduction

    2. Ethernet

    3. Broadband – Trouble to Resolve

    4. Broadband – Lead to Cash

    5. High Level Escalations

    6. Q&A




2
Ethernet




3
Executive Summary
Progress continues on recovery actions
•   National Fibre Planning and PST cross skilling continues; good progress on PNR backlog / dwell
•   INS training required to enable “quick win” (CAT1 orders) improvement, although improving trend
    evident
•   Resource re balancing with regions being reviewed with final resourcing decision due New Year
•   Contingency staircase delivered additional 35 skilled resources w/e 18 November from wider field and
    planning teams


Day 8/14 improvement continues week ending 18 November, although lag original
recovery glide path
•   Original glide path targeted reduction to 10% by 4 November , 8% by 9 December
•   D14 currently 12.3% failure, confidence high we will enter Dec c10% and reach 8% (BAU) by
    Christmas
•   D8 currently 22.7% failure, expect to enter December c.15% and get below 10% by Christmas.
•   Regional variances are still evident and are impacting recovery. Renewed focus with new regional
    senior operations managers to increase day 8 focus and ensure return to 90% success rate by end
    December.
•   Delivery performance maintained with CDD at 96%


Continued support from CP’s required around
•   Improved order quality to ensure work flows end to end in a fluid way incl full site and contact details
•   Avoiding and/or forecasting known regional high order volumes

4
Regional variation Heat Maps
  Day 8                                                                              Day 14
  Actual vs Regional Glide path                                                      Actual vs Regional Glide path
  National result 77%                                                                National result 88%




                                              81.7%                                                                                88.8%
                                             achieved                                                                             achieved




         76.2%                                                                             82.7%
        achieved                                                                          achieved


                                                                   63.8%                                                                               88.5%
         92.6%                                                    achieved                                                                            achieved
                                                                                           96.4%
        achieved                                                                          achieved
                                                                           84.0%                                                                         95.0%
                                                                          achieved                                                                      achieved
         66.2%                                                                             82.6%
        achieved                                                           64.3%          achieved                                                        76.1%
                                                                          achieved                                                                       achieved




RAG status (snapshot 18/11)                                                             RAG status (snapshot 81/11
Red > 5% below regional glidepath target                                                Red > 5% below regional glidepath target
Amber < 5% below target & Green – at regional glidepath target or above                 Amber < 5% below target & Green – at regional glidepath target or above



5
Ethernet - Provision Performance (Fibre)

                               •   OTD improving following lows in summer period

                               •   Movement of dates - manually tracking deemed
                                   consent with trial customers. Ofcom review 4th Dec




         PCA Performance

                               •   Percentage Calls Answered (PCA)
                                   remains strong




                               •   Cycle times up since April - we are instigating a
                                   further jeopardy check at delivery date minus 10 days
                                   to ensure the order is still on track

                               •   If your order is business critical to meet CCD / brand
                                   damaging, this can be escalated to High Level
                                   Escalations (HLE).


6
Ethernet - Provision Performance (Fibre)

                  KCI3 Performance
                                                       •   OR KCI3 failure improving, 9.5% 4 week
                                                           average

                                                       •   Openreach now moving planning design work
                                                           around the UK, smoothing regional variations

                                                       •   More regular updates following Openreach re-
                                                           instating their updates every 5 days post KCI3



                                                                    KCI2 Performance


    •   OR KCI2 failure improving, 9.4% w/e 23/11 –
        lowest since June. Customer delays rising

    •   Delays responding to emails - we are working
        hard to address this.

    •   Aim to reply to all emails within 24 hours
        (Mon-Fri) and update KCI’s on the due day




7
 Ethernet - Repair Performance

100                                                              •   OTR 8% up on April, last 5 months >95%
                          On Time Repair
 98
 96                                                              •   PCA holding above 80% following issues prior
 94                                                                  to August
 92
 90
 88                                                              •   Fault rate continues to fall, as self-serve fault
 86                                                                  reporting now at 86% (53% May) and use of
 84                                                                  diagnostic tool rises
 82
       Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12
                                                                 •   Faults proved off BT Network still high at 70%
              On Time Repair Tgt        On Time Repair Act



100%
 90%                              PCA
 80%
 70%
 60%
 50%
 40%
 30%
 20%
 10%
  0%



                 PCA 30 Calls Target
                 PCA 30 Calls Actual




  8
Broadband - Repair
3 December 2012




9
Broadband T2R – contact handling performance




Performance summary:
                                                             Enabler                           When            RAG
• Challenging period for service due to the prolonged
  effects of the weather                                     Maintaining key service levels    December & Q4    G
                                                             (PCA) during busy period
• Propensity to contact and contact volumes have
  significantly increased due to extended lead times on
                                                             Contact reduction by KBD fault    Through Q4       G
  repair and missed appointments
                                                             type and additional guidance on
                                                             certain outcomes, e.g. RAD24
• Average handling time has grown in line with the need to
                                                             (automated port flex)
  contact Openreach as lead times have extended.

                                                             BTW queue dwell management        December & Q4    G




  10
Broadband T2R – on time repair and fault performance




Performance Summary:                                          Enabler                              When            RAG
• As a result of the weather, Openreach performance has
  resulted in an average repair time on the SFI product       1k additional recruits trained and   Q3               G
  between 1-3 days but typically toward the higher end.       on the park in Openreach

• Increased volumes through July and August due to            Contact reduction by KBD fault       Through Q4       G
  lightning storms also caused increased queue dwells         type and additional guidance on
  due to increased levels of customer domain faults           certain outcomes, e.g. RAD24
                                                              (automated port flex)
• We are working with Openreach who are increasing
  their engineering resource, to ensure as swift a recovery
  as possible.                                                BTW queue dwell management           December & Q4    G




  11
Broadband T2R – improvement roadmap

                                              FY2012/13                                                            FY2013/14

                               Q3                                  Q4                             Q1                                   Q2

                        Contact reduction (including supplier quality of notes)



                                           Fault Reduction
Incremental




                                                          Incident Management
                                                                                                 Programmes to evolve into
                                                                overhaul
                                                                                                     FY13/14 roadmap

                            Slow speed and throughput fault improvement



                                KBD Accuracy Uplift & Enhancements


                                          Dwell management
Transformational




                                                  KBD Overhaul – development and trial                                         Full new deployment


                                                                                         Self-Serve – capability           Phase one capabilities
                                                             Self-Serve - pilot
                                                                                              development                        exposed

                                                            Business Zone –
                                                                                                Business Zone deployment / enhancement
                                                        improved online journeys




                   12
Broadband - Provision
3 December 2012




13
Broadband Provision – on time delivery and cycle times

     25.00                      Cycle Time                                                  On Time Delivery
                                                                       100%
     20.00                                                              99%
                                                                        98%
     15.00                                                              97%
                                                                        96%
                                                                        95%
     10.00                                                              94%
                                                                        93%
         5.00                                                           92%
                                                                        91%
         0.00




                CT 20c Actual      CT 21c Actual   CT Fibre Actual             OTD 20c Actual    OTD 21c Actual    OTD Fibre Actual




Performance summary:
                                                                     Enabler                               When                RAG
•   Cycle times increased through the summer and autumn              Openreach lead time reduction         Through Q4             G
    months as Provision lead times were extended by our
    suppliers as a result of the bad weather experienced across
    the country and MBORC. Particularly affected were Sim
    provides due to extended lead times on WLR3 and FFTC             BTW jeopardy management               December &Q4           G
    because a managed install is required
•   On time delivery to the Customer promised date has been
    impacted primarily by increased tail volumes ; the tail has
    begun to close out in recent weeks as the work stack has
                                                                     Openreach Planning review             Through Q4             G
    reduced.
•   November has seen performance stabilise ; lead times have
    started to recover and on time delivery was moving up until
    last weeks severe weather hit.


    14
FTTC – Missed Appointments
        Volume of Supplier Missed Appointments                        Volume of Customer Missed Appointments
  800                                                          350
                                              Total
  700                                         Missed           300
  600                                                           250
                                                Total                                                     565
  500                                           Supplier                                                  No Access
                                                                200
  400                                           Missed
                                                Total           150                                       5480
  300                                           Customer Missed                                           Customer
                                                                100                                       Readiness
  200
                                                Total                                                     Total
  100                                           Missed           50
                                                                                                          Customer Missed
    0                                                             0




Performance summary:                                          Enabler                            When                 RAG

• Supplier missed appointment volumes have increased          Openreach recovery plan            Now- early            G
  primarily due to the impact of bad weather.                                                    December
• Customer missed appointments shows a recent
  increasing trend.                                           Review and revise FTTC tentative   December &            G
• Openreach introduced a Copper pair quality test in          appointment process                early Q4
  October and this has resulted in more delayed
  provisions. The customers equipment was installed but
  the copper pair required faulting and this delayed
  completion.                                                 Missed Appts prioritisation        December &            G
                                                                                                 early Q4



  15
                   Lead to Cash – improvement programmes for Broadband
                                    FY2012/13                                               FY2013/14

                        Q3                                Q4                   Q1                                Q2

                               FTTC process review
Incremental




                         Cancellations reduction programme


                                                                              Programmes to evolve into
                                                          ELFs
                                                                                  FY13/14 roadmap


                          Proactive Jeopardy Management



                             Sim provide process review
Transformational




                                                 KCI // quality initiatives




                                Customer Self Serve                           Business Zone deployment / enhancement




                   16
High Level Escalations




17
      High Level Escalations
          Incoming volumes – change in mix
                                                             Top 5 Drivers for HLE
100
                                                               Provision Delays
80
60                                           Total                Missed Appointments
40
20                                           Ethernet
                                                                   Drop in Connection Issues
 0
                                                                  Slow Speed
       4/27/2012




      10/12/2012
      10/26/2012
        6/8/2012

        7/6/2012

        8/3/2012
       4/13/2012

       5/11/2012
       5/25/2012

       6/22/2012

       7/20/2012

       8/17/2012
       8/31/2012
       9/14/2012
       9/28/2012



       11/9/2012
                                                                Failed installations


      Root Cause Analysis Governance                    Over half of our volumes are provision delay related (planning
                                                        & missed appointments).

  Weekly analysis and feedback to                       Our incoming HLE volumes have increased – the mix has
  BAU on Trends & Exceptions                            changed – we are now getting more Ethernet provision cases
                                                        that have a longer cycle time

       End-to-end Complex Case                          Our response times have been impacted by a number of
       Reviews with our suppliers                       factors, especially Openreach DSO response times. We are
                                                        working closely with Openreach and their glide path for
                                                        improvement is over the next few days
          Escalations of policy
          requirements to Director forums               We have also recruited additional gatekeeping resources for
                                                        support. KCI – flexed as per needs of case



  18
 Glide path for reducing HLE Volumes

500
450
                                                                     Escalations Sprint
400
                                                                                                       Ethernet &
350                                                                                                  Jeopardy Mgt.
300                                                                                                                  HLE Accepted
250                                                                                                                  Target
                                                                 Process improvements
200                                                                                                                  Forecast
150
100                                                                                       Openreach Recovery
50
 0
      Apr-12   May-12   Jun-12   Jul-12   Aug-12   Sep-12   Oct-12   Nov-12   Dec-12      Jan-13   Feb-13   Mar-13




Key areas being addressed in Q3:
• HLE team training – structured HLE training programme in Q2; product knowledge interventions in Q3
• Pan-product processes – focus on improving end-to-end processes when something fails on an
   Ethernet order (with BTO and Openreach)
• REIN improvement Programme - trial to identify REIN in first visit in place; further improvement
   workshops taking place now
• Missed Appointments – review taking place with suppliers to address (focus on multiple missed
   appointments)
• Systems - a number of key tactical system changes and training interventions to aid BAU escalation
   being delivered now

19
 A reminder of our criteria and escalation paths

                                                     Our Criteria – raise it with us when:
Operational BAU Teams
(CSP)
                                                     • There’s a Blue light issue (loss of emergency
                                                       services)
   Operational BAU                                   • There’s a Clinical Risk (impacting public health)
   Escalations (CSP)                                 • There are severe financial implications,
                                                       reputation or brand damage
                                                     • When the available products (e.g. Expedite)
       High Level Customer                             have been used
       Resolution Team                               • The BAU escalation path has been exhausted



                                                      Contact via pro forma on btwholesale.com or
 In order to ensure that we are able to prioritise    Email btw.hle@bt.com
 and provide the best level of service to real
 issues and escalations, we will be                   Please send us all the details (circuits,
 gatekeeping the cases that arrive in our in box      addresses, contact names and numbers) up-front
                                                      so that we do not lose any time.
 Please help us by sending us only those              Please quote our HLE reference number (once
 cases where you believe the criteria are being       issued) in the subject line at all times
 met




20

								
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