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Customer Service Forum. 27 th February 2013. Legal Notice

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customer service forum
Customer Service Forum
  • 27th February 2013

Legal Notice

The information contained in this document is confidential information as per your terms and conditions with British Telecommunications plc (“BT”). Please do not forward, republish or permit unauthorised access. BT has used its reasonable efforts to ensure that the content is accurate at the time of issue but it is subject to change.

Details of any developments contained within this document are for information purposes only and do not constitute any contractual or other obligation.

agenda
Agenda

Anna Matty / Lisa Harrington

Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

  • Introduction
  • Ethernet
  • Broadband: Trouble to Resolve
  • Broadband: Lead to Cash
  • Broadband: Escalations
  • High Level Escalations
  • Q&A
agenda1
Agenda

Anna Matty / Lisa Harrington

Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

  • Introduction
  • Ethernet
  • Broadband: Trouble to Resolve
  • Broadband: Lead to Cash
  • Broadband: Escalations
  • High Level Escalations
  • Q&A
openreach planning regional variation heat maps day 8
Openreach Planning Regional Variation Heat Maps (Day 8)

(10/02 snapshot)

(13/01 snapshot)

RAG status

Red > 5% below regional glidepath target

Amber < 5% below target

Green – at regional glidepath target or above

openreach planning regional variation heat maps day 14
Openreach Planning Regional Variation Heat Maps (Day 14)

(13/01 snapshot)

(10/02 snapshot)

RAG status

Red > 5% below regional glidepath target

Amber < 5% below target

Green – at regional glidepath target or above

slide6

Ethernet Provision Performance (Fibre & Copper)

  • Performance summary:
  • On time delivery continued improving trend
  • Percentage Calls Answered (PCA) remains strong
  • Cycle time for Fibre delivery remains flat around 60 day mark
  • Copper delivery impacted by Openreach service delays. Cycle time rose first 2 weeks of January, but starting to come back down – average for first half of February 35.7 days
slide7

Ethernet Provision KCI Performance

  • Performance summary:
  • KCI2 success improved recent weeks with both customer delays and Openreach delays reducing – OR failure 13% average last 3 weeks
  • KCI3 Openreach failure maintained below 8% Target
  • Latest snapshot of order status shows good progress in unblocking customer delays to get orders fluid (up from 44%)
slide8

Ethernet Repair Performance

  • Performance summary:
  • On time repair performance, although at target, slipped in Januarydue to a number of MSO’s and weather related delays.
  • Percentage calls answered in 30 seconds remains above target and flat compared to previous month
  • Fault rate continues to fall
agenda2
Agenda

Anna Matty / Lisa Harrington

Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

  • Introduction
  • Ethernet
  • Broadband: Trouble to Resolve
  • Broadband: Lead to Cash
  • Broadband: Escalations
  • High Level Escalations
  • Q&A
slide12

Broadband T2R – contact handling performance

  • Performance summary:
  • Propensity to contact and contact volumes have started to reduce leading to improved performance on % calls answered within 30 seconds with February performance close to 80% target
  • Handling times maintained, however still seeing impact from the onward need to contact Openreach as part of the contact.
slide13

Broadband T2R – on time repair and fault performance

  • Performance Summary:
  • Openreach performance has stated to improve, however weather related issues are still resulting in an average repair time on the SFI product between 1- 3 days but typically toward the 2.5 day level.
  • Low BTW queue dwells have been maintained throughout January and February
  • Fault volumes stable through January and showing a declining trend in February
slide14

Broadband T2R – improvement plans

PEW’s forecast information now visible online at: https://www.btwholesale.com/pages/static/Library/Network_Information/Planned_Engineering_Works/index.htm

agenda3
Agenda

Anna Matty / Lisa Harrington

Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

  • Introduction
  • Ethernet
  • Broadband: Trouble to Resolve
  • Broadband: Lead to Cash
  • Broadband: Escalations
  • High Level Escalations
  • Q&A
slide16

Broadband Provision – On Time Delivery and Cycle Times

Cycle Time

  • Performance Summary:
  • Cycle Times increased in January due to Bank Holidays and delayed orders closing as tail volumes reduced. To date, in February, cycle times have stabilised as orders are flowing through with shorter lead times Overall cycle time has been heavily impacted by PSTN lead times which determine SIM Provide delivery timescales.
  • On time delivery was flat through January, again impacted by tail closure . Performance will remain flat as failed orders are closed but new orders will see improved performance.
  • FTTC on time delivery has recovered following resolution of the Faulty D-side issue in December . Performance was impacted by bad weather in January but has been on an upward trajectory through February to date.
slide17

FTTC – Missed Appointments

Supplier Missed Appointment Rate

CP Missed Appointment Rate

  • Performance Summary:
  • Supplier missed appointment volumes have seen significant improvement since holiday period- FTTC has reduced from 8.5% to 5% as of mid Feb.
  • Faulty D-side delays due to pair quality test on installation have reduced from 165 to less than 40 per day due to an Openreach process change and the inclusion of copper line test at KCI2.
  • Multiple missed appointments have reduced from 7% in December to 3.5% by mid February.
  • Customer missed appointment rate remains relatively flat -2rd missed appts will be reviewed to understand why and to identify learning opportunities with individual CPs
agenda4
Agenda

Anna Matty / Lisa Harrington

Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

  • Introduction
  • Ethernet
  • Broadband: Trouble to Resolve
  • Broadband: Lead to Cash
  • Broadband: Escalations
  • High Level Escalations
  • Q&A
agenda5
Agenda

Anna Matty / Lisa Harrington

Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

  • Introduction
  • Ethernet
  • Broadband: Trouble to Resolve
  • Broadband: Lead to Cash
  • Broadband: Escalations
  • High Level Escalations
  • Q&A
high level escalations
High Level Escalations

Volume glidepath

Volume and mix

  • Ethernet & Jeopardy Mgt.
  • Escalation Sprint
  • Quality Assurance
  • Process Improvements
  • Openreach Recovery
  • Performance summary:
  • Overall volumes still showing the right trend – although there was an increase post the holiday dip over the New year.
  • Escalation Sprint on Broadband continues to focus on quality and helps with the volume of HLEs
  • Focus on Ethernet improvements – established governance on critical cases. Improvements started on Business as Usual cases
high level escalations1
High Level Escalations

Top 5 Drivers

Cycle Time

  • Performance summary:
  • Simple – regular BB, reappointing cases – no civil works or long lead times; Complex – cases with planning, civil works and longer lead times (e.g. REIN)
  • Cycle time for complex cases reduced since December – however still above target
  • Joint Root Cause Analysis sessions started across BAU and HLE Offshore and Ethernet.
  • Quality – second HLE survey results
agenda6
Agenda

Anna Matty / Lisa Harrington

Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

  • Introduction
  • Ethernet
  • Broadband: Trouble to Resolve
  • Broadband: Lead to Cash
  • Broadband: Escalations
  • High Level Escalations
  • Q&A