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Service Harmonisation Update - April 2008 - Openreach providers of

VIEWS: 8 PAGES: 16

									Service Harmonisation




Mark Fletcher
Head of Service Products Strategy
A New Service                   WLR3             LLU                         Ethernet

Level Framework                                         Specialist Service Levels

                                                 SFI                     X Hour Fix
Detailed conditions TBD

 Expedite Provide/s        Expedite Repair/s         Night-time Appts.         Cost ++


        X Hour Fix                                                        Rent £XX/year
                                Premium Service Level
Evening & PBH Appointing                                                   PAYG £XXX
                                    Gold/Fastest
        £XXX SLG

                                                                              Note: dummy
       XX Hour Fix                                      Rent £XX/year
                                                                              data , these
                            Enhanced Service Level                            are not
 Sat/Weekend Appointing                                  PAYG £XXX
                            Silver/Faster                                     proposed
        £XX SLG                                         Business feat.        levels or
                                                                              features

       XX Hour Fix          Good Service Level             In Tariff

  Working Hours Appts.      Bronze/Fast                   £XX SLG
                                           2
End User Perspective

• Purchase of WLR, end user receives:
  –   A copper line capable of carrying voice calls to SIN349 standard
  –   NTE 5 socket installed in their home
  –   In tariff base level maintenance level (48 hour)
  –   Ability to add “Broadband” type services
                                                  48 hours



                            • Purchase of MPF, end user receives:
                               – A copper line capable of carrying voice calls to SIN349
                                 standard
                               – NTE 5 socket installed in their home
                               – In tariff base level maintenance level (40 hour)
                               – Ability to add “Broadband” type services 40 hours



 In short, the underlying service is opaque to end users
                                             3
The Case for Harmonisation

 Why should it apply?
 •   Relevant to LLU, WLR and Ethernet
 •   Available to all CPs – and increasingly CPs do purchase a mix of products
 •   RFT, a better service
 •   Easier Migration of customers (WLR & SMPF->MPF and vice versa)
 •   Equivalence across the product ranges; product agnostic care levels
 •   A new range of value-added and expedited products
 •   A consistent approach should attract synergies across all Openreach
          - one design
          - ability to flex
 • Results in one process for the engineers



To realise these benefits we have the opportunity to work collaboratively to
establish a common ground for the UK telecoms market. From this vantage
 all Openreach product sets can compliment each providing the necessary
   building blocks to allow differentiation and value add at the retail layer.
                                              4
      Breakout Title                             OBJECTIVES & MAIN DELIVERABLES
                                                                                                                         Group Status
                                         •   Slide compiled by: Mark Fletcher
         Service                         •   CPs Present: CPW, BTW, BTR, C&W, Tiscalli                               Good           Bad        Neutral
      Harmonisation                      •
                                         •
                                             OR present: Service PL, LLU PL, CBM, Migrations
                                             OTA present: Rod Smith                                                   J
       16th April 08                     •   Priority: low – medium - high - opportunities

     Level 1 Faults

Key Achievements & Decisions Taken (5 max)                                       Key Decisions To Be Taken (5 max)

1.      Requirement capture completed                                            1.   Do we Harmonise or abandon SH?
2.      Benefits of Service Harmonisation discussed, agreed it is a good         2.   What are core “working” or “clock” hours? 9-5, 8-6, 8-8 working
        thing!                                                                        day.
3.      Concentrate on T2R but keep L2C in mind                                  3.   24/5, 24/6 or 24/7?
4.      CPs need to sell with confidence, service measures key
5.      Baseline in tariff residential copper product modelled: 24/6 & 8-8       4.   Helpdesk vs. fix?
        baseline decided, excludes Sundays and PBH in order to meet              5.   Fix time, 40/48/other hours?
        service levels
6.      Fix by end of next working day.
Key Issues & Risks (5 max)                                                       Next Steps
•
1.     … the baseline be offered at a suitable price?
       Can                                                                       1.   Openreach to model the baseline product to see what can be
2.     End User Language, tailored to end users                                       offered from the requirements at an appropriate price
3.     Consumer, Business, Corporate                                             2.   Enhanced levels discussion in next session
4.     Don’t want focus on the baseline to delay premium offerings               3.   Is there a need for a reduced baseline product offering?
                                                                                 4.   Union negotiations
                                                                                 5.   Removal of the “bells and whistles” if modelling proves impossible /
                                                                                      expensive




                                                                             5
      Breakout Title                            OBJECTIVES & MAIN DELIVERABLES
                                                                                                                           Group Status
         Service                        •   Slide compiled by: Mark Fletcher
                                                                                                                        Good          Bad        Neutral
     Harmonisation –                    •   CPs Present: CPW, BTW, BTR, C&W, Tiscalli
        Session 2                       •
                                        •
                                            OR present: Service PL, LLU PL, Operations, Service
                                            OTA present: Rod Smith, David Halliday                                      J
       16th April 08                    •   Priority: low – medium - high - opportunities

     Level 2 Faults

Key Achievements & Decisions Taken (5 max)                                         Key Decisions To Be Taken (5 max)

1.      Create a Category A and B type fault as part of the baseline i.e.          1.   Definition of what is in R900
        Loss of service / degradation in service. A is next day fix, B takes
        3 day investigation
2.      Report 8am- 2pm = fix by 8pm, report 2pm-8pm = fix by 2pm. 24/7
        inc PBH.
3.      Priority appointment availability if customer not available
4.      Timed appointment slots
5.      7 days per week

Key Issues & Risks (5 max)                                                         Next Steps
•
1.     … front common set of diagnostics required
       Up                                                                          1.   Next workshop to include L2C
2.     Assumes baseline from this morning is delivered                             2.   Volume forecasts from CPs to influence price i.e. high volume = low
                                                                                        unit price
                                                                                   3.   Investigate volume deals based on % of install base – or banding
                                                                                   4.   Early re-define and improvement of LLU 20 hour repair to increase
                                                                                        RFT service level
                                                                                   5.   Openreach (Service Products) to investigate categorisation of faults
                                                                                        now



                                                                               6
      Breakout Title                           OBJECTIVES & MAIN DELIVERABLES
                                                                                                                    Group Status
         Service                       •   Slide compiled by: Mark Fletcher
                                                                                                                Good          Bad         Neutral
     Harmonisation –                   •   CPs Present: CPW, BTW, BTR, C&W, Tiscalli
        Session 2                      •
                                       •
                                           OR present: Service PL, LLU PL, Operations, Service
                                           OTA present: Rod Smith, David Halliday                                J
       16th April 08                   •   Priority: low – medium - high - opportunities

     Level 3 Faults

Key Achievements & Decisions Taken (5 max)                                 Key Decisions To Be Taken (5 max)

1.      Appointment slots 24 hours per day (not 8-8)                       1.   Diverse routing? Partially diverse routing? Hot stand-by? All three
2.      5 hour fix, dependant on price, is to use diverse routing               dependant on location?
3.      Helpdesk available 24/7 along with 2nd line support
4.      Appointment dialog to confirm agreed timed convenient to end
        user




Key Issues & Risks (5 max)                                                 Next Steps
•
1.     …
       Comparable service to leased lines                                  1.   CP trial on limited volumes to gain confidence before volume
2.     Price points are critical                                                purchases




                                                                       7
      Breakout Title                             OBJECTIVES & MAIN DELIVERABLES
                                                                                                                Group Status
         Service                         •   Slide compiled by: Mark Fletcher
                                                                                                            Good         Bad      Neutral
     Harmonisation –                     •   CPs Present: CPW, BTW, BTR, C&W, Tiscalli
        Session 2                        •
                                         •
                                             OR present: Service PL, LLU PL, Operations, Service
                                             OTA present: Rod Smith, David Halliday                          J
       16th April 08                     •   Priority: low – medium - high - opportunities

Ad-hoc Increase

Key Achievements & Decisions Taken (5 max)                                Key Decisions To Be Taken (5 max)

1.      Per occasion increase in care level for a one off basis
2.      Premium charge instead of rental
3.      Very low volumes




Key Issues & Risks (5 max)                                                Next Steps
•
1.     …
       Large volumes will prove hard to achieve from an Openreach         1.   Openreach (Service Products) to take forward now
       perspective and will increase costs




                                                                      9
Next Steps

• Share more test info with CPs

• Baseline product modelling complete – end of May 08

• Early re-define of the 20 Hour product – end of June 08

• Hot-button SFI – end of September 08

• Noisy fault process introduction (fault categories) – end of September
  08

• Glide-path required to full SH from now, but not an excuse to wait




                                    10
 Plan for Service Harmonisation
Month       Activity                                                                               Status

April       1. LLU hothouse requirement capture                                                    1.Completed
            2. WLR requirement capture                                                             2.Commercial Group (24th)
            3. LLU and WLR industries to collaboratively establish common ground via chairs        3.Mark Knight & David Halliday
            of the commercial groups
May         1.Initial meeting of the agreed cross industry working group                           1.Interested CPs to contact the chair of
            2.Openreach to return initial modelling of the baseline product offering from the      their commercial groups
            requirements capture. i.e. the art of the possible                                     2.Action with Openreach
            3.Collaborative cross industry session to agree baseline
June        1.Single proposition to move forward with Service Harmonisation agreed                 1.Cross industry working group
            2.Openreach to start work on developing and delivering the agreed proposition          2.Action with Openreach
            (dependant on previous activity)
July        1.Investigation of L2C started                                                         1.Action with cross industry working
            2.Early re-define of the 20 Hour product                                               group

August      Development to progress

September   1.“Hot-button” SFI product investigation complete                                      1.Action with Openreach
            2.Initial investigation of the categorisation into A=Loss of service , B=degradation   2.Action with Openreach
            of service complete




                                                           11
Views?
Concept – New Harmonised Care Levels
•    Proposition for discussion at a cross-Industry working group only – NOT SET!
•    SLA / G and service levels to be agreed
•    Investigate volume & service levels at 6 months after launch


         New                 10-12 hr Duty of Care         24 / 7      Appointment offered
    Premium SLA / G         Guaranteed Exclusions          clock     within 12 hr, if necessary
     Gold / Fastest            Fix    apply (Safety)       hours       second appointment
                                                                          within next slot
                             Temporary
                             increase in
                             Care Level                    24 / 6
       Harmonised            20-24 hr
                                 (On                        clock     Appointment offered
    Enhanced SLA / G        Guaranteed
                               demand                      hours      within 20-24 hr 24 / 6
      Silver / Faster           Fix
                              upgrade)                    excludes         commitment
                                                            PBH

                                                 Can
       Harmonised            40-48 hr          purchase      24/5     Appointment offered
    Good Service Level      Guaranteed            an        clock     within 40-48 hr 24 / 5
      Bronze / Fast            Fix              OOHA        hours          commitment
                                                 13
Concept 2 – New Harmonised Care Levels

• Proposition for a two care level model, removing the mid care level in
  favour of Expedite and OOHA


     New               10-12 hrhr Duty24 hr
                        10-12          of Care     24 / 7      Appointment offered
Premium SLA / G       Guaranteed Exclusions
                       Guaranteed Guaranteed       clock     within 12 hr, if necessary
 Gold / Fastest          Fix
                         EAOS apply (Safety)
                                   Fix (Safety)    hours       second appointment
                                                                  within next slot
                       Temporary
                       increase in
                       Care Level                  24 / 6
    Harmonised            20-24 hr
                           (On                      clock     Appointment offered
 Enhanced SLA / G       Guaranteed
                         demand                    hours      within 20-24 hr 24 / 6
   Silver / Faster          Fix
                        upgrade)                  excludes         commitment
                                                    PBH

                                         Can
    Harmonised           40-48 hr      purchase    24 /5      Appointment offered
 Good Service Level     Guaranteed        an       clock      within 40-48 hr 24 / 5
   Bronze / Fast           Fix          OOHA       hours           commitment
                                          14
Concept 3 – Ladder Approach

     LLU                                  WLR
4              New Premier Care level – 10-12 hour fix 24/7 inc. PBH


3             Harmonised Mid Care level – 20-24 hr fix 24/6 exc. PBH


2                                             WLR Care Level 2 (Prompt Care) –
                                                 48hr fix including Saturday
1     Harmonised in tariff (Base) offering – 40-48 hour fix, 24 / 5 only, ability to
                           add OOHA at a one off premium


• Allows for Expedite Repair as a standard product on all product sets

• Ethernet to be harmonised as appropriate


                                         15
Concept 4 – Stratified Copper / Fibre repair suite
                                         Copper Fix                          Fibre Fix

                            End User          Access          Frame
                            Premises          Network
                                                            Specialist Service Levels
                                                        SFI                  X Hour Fix

  AM report = PM appt       Next Slot                                      Rent £XXX/year
                                              24hr            6hr
Evening & PBH Appointing     Appt                                           PAYG £XXX
       £XXX SLG                             – Premium
                            Gold / Fastest Temporary Service Level
                                            increase in
                                            Care Level
   Business features                                                       Rent £XX/year
                              20 -24hr          (On
                                               36hr       12hr
Sat/Weekend Appointing                        demand                         PAYG £XX
                                             upgrade)
       £XX SLG             Silver / Faster – Enhanced Service Level


   Working Day Appts.        40-48hr           40-48hr         24hr
                                                                               In Tariff
        £X SLG               Regular / Fast – Good Service Level
                                         16
Steps to notifying the Withdrawal Plan & Dates
Milestones                                       Status

WLR3 Analogue RFS (launched 31                   Completed – 30 June 2007
December 2006)
Initial feasibility                              Completed - July to December 2007

Internal stakeholder consultation (Legal,        Completed - October 2007 to January
RAD, CIO, WLR3 Development & CBM)                2008

ISDN30 on EMP launched                           Completed - February 2007

Review Product Establishment and          Ongoing – review and planning
Transitions capacity and impacts one year workshops have been held, resource
on                                        impacts & budget to be confirmed
Proposal to be taken to the Openreach            Ongoing – target May (TBC) –
Executive                                        dependent on review timeline


                                            17

								
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