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4 th October 2012

4 th October 2012. Breakout session – Auditorium Session 1: KBD Overhaul Self-serve. James Lamb KBD and Test & Diagnostics Manager BT Wholesale, Service Operations, T2R. KBD Overhaul & Self Serve ISP Forum – October 2012. James Lamb KBD and Test & Diagnostics Manager

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4 th October 2012

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  1. 4th October 2012

  2. Breakout session – AuditoriumSession 1: KBD OverhaulSelf-serve

  3. James LambKBD and Test & Diagnostics Manager BT Wholesale, Service Operations, T2R KBD Overhaul & Self Serve ISP Forum – October 2012

  4. James LambKBD and Test & Diagnostics Manager BT Wholesale, Service Operations, T2R KBD Overhaul

  5. KBD … feedback from Customers From CustomerFeedback

  6. The Proposal

  7. Uncommitted New KBD Plan-on-a-Page Rel AF Designs Rel AG Designs Rel AH Designs Concept • Customer Migration to New KBD • Replace OSC • T2R / L2C journey improvements • KBD fine-tuning – iteration 2 • CC-SFI standalone • Functionality • New KBD integration with Portal Journey • New KBD integration with XML / Sentry / B2B journey • KBD fine-tuning – iteration 1 • Scope = WBC & NGA • New KBD Standalone Tool (not integrated with T2R journey) • KBD Test History Retrieval Simplification • Socialise concepts within BTW • Socialise concepts with Customers and Suppliers • Capture feedback to improve concept designs Trial 1 Trial 2 • Controlled trials to test KBD Logic with BTW & Customers • Co-Lo approach, Feedback and Continuous Fixes • Controlled trials to test KBD Logic with BTW & Customers • Trial Customer migration & in-life experience • Co-Lo approach, Feedback and Continuous Fixes Delivery dates are NOT confirmed.

  8. THE Benefits

  9. If you would like additional Information or have any further questions, contact; James LambKBD and Test & Diagnostics Manager BT Wholesale, Service Operations, T2R Telephone: 07713 265365 Email: james.f.lamb@bt.com ANY QUESTIONS?

  10. James LambKBD and Test & Diagnostics Manager BT Wholesale, Service Operations, T2R Self Serve

  11. If you would like additional Information or have any further questions, contact; James LambKBD and Test & Diagnostics Manager BT Wholesale, Service Operations, T2R Telephone: 07713 265365 Email: james.f.lamb@bt.com ANY QUESTIONS?

  12. Breakout session – Maple SuitesSession 2: Broadband retirements – alternative products surgery

  13. ISP Forum- Product Matrix Workshop • October 2012

  14. TIMESCALES

  15. NOTIFICATION TIMELINE & PROCESS Nov 12 Oct 13 May12 Phase 1 - 425 Exchanges Stop Sell 6 Months 12 Months Stop Sell Notification Product Closure Nov 12 Nov 13 May 12 Phase 2 - 425 Exchanges Stop Sell 6 Months 12 Months Stop Sell Notification Product Closure Phases 3& 4 Mar 14 Sep 12 Oct13 Phase 6 - Exchanges Stop Sell 13 Months 5 Months Stop Sell Notification Product Closure

  16. Product Replacement

  17. Real-Time QoS – Summary of Features • Allows important time/quality critical traffic to be prioritised • Minimises packet loss, jitter and delay • Enables customers to provide assurances against applications like VoIP and Video Conferencing Benefits • Utilises the industry standard ‘Expedited Forwarding’ (EF) DSCP marking • ‘Traffic is strictly prioritised in the downstream direction within the WBC network • WBC network congestion is heavily asymmetric in the SVLANs, thus upstream is not congested and does not require strict prioritisation Features • BT Wholesale monitor network performance using independent third party robots (Epitiro). Packet Loss no greater than 0.1% • Round Trip Delay (latency) no greater than 30milliseconds • Jitter no greater than 15milliseconds Network Performance • Available on WBC ADSL2+, FTTC and FTTP • £3.50 for 1Mb per end (at launch) user plus £53.55 per Mb contracted bandwidth (WBMC Shared) Availability • Recommended ADSL Annex M is consumed to optimise upstream bandwidth • Recommend Super Stable or Custom Dynamic Line Management profiles are used • CPs need to ensure their End User’s CPE supports Real Time prioritisation in both upstream and downstream directions. Key Considerations

  18. Dynamic Line Management (DLM)

  19. Annex M– Summary of Features Benefits • Optional feature of standard WBC end user lines • Permits higher upstream rates Features • Extends theoritical upstream speed to 2.5Mb • 1Mb on Annex A • This is achieved by allocating a small part of the bandwidth that would normally be used for the downstream channel to the upstream • Results in a slight decrease in downstream rate Network Performance Availability • Available on WBC ADSL2 • £7 per end user per month • Can be used in conjunction with Real Time QoS • Annex M can only be used on loops which are 38dB or shorter in length • Due to regulatory restrictions Key Considerations

  20. Back-Up

  21. How RTQoS Works WBC Network Prioritisation: Real-Time QoS marked traffic (‘Expedite Forwarding’ – Industry standard DSCP mark EF) arriving from the CP’s network in the downstream direction will take priority at the Aggregation Point over all other traffic as it flows to the BRAS. Traffic marked as real-time will have first access to the SVLAN during the queuing process, with the BRAS ensuring that all RTQoS queues are emptied before the best-efforts class is served. Each SVLAN will have a maximum RTQoS partition. This partition will ensure that bandwidth is reserved for real-time traffic when required. Traffic that exceeds RTQoS Contracted Bandwidth at the AP will be treated as RTQoS Burst Bandwidth. Customers are responsible for determining the level of traffic being prioritised and appropriate capacity. Traffic that exceeds the End User Contracted Bandwidth will be discarded.

  22. RTQoS – Host Link/AP Bandwidth Utilisation Benefits • Network without RTQoS • CPs wanting to ensure all of their End Users critical data is transmitted during the busiest periods would have to purchase significantly more bandwidth in-order to provide generous planning rules against peak utilisations. Network with RTQoS enabled CPs can ensure that during the busiest periods their end users critical data is prioritised and transmitted without delay or loss. CPs would not need to provide generous planning rules to protect business data, thus reducing the overall best efforts bandwidth required.

  23. RTQoS Components WBC Aggregation Point/WBMC Host Link Best Efforts Subscription b/w Router xDSL Line Total b/w BTW Core Real Time Subscription b/w XML, Portal XML, Portal on WBC End User Access Options 220 kbps 350 kbps 700 kbps 1000 kbps 1300 kbps … 4900 kbps Variety of options to support different codecs and multiple lines Components Ordered Separately End User access bandwidth Contracted bandwidth at the WBC Aggregation Point / WBMC Host Link Bandwidth Subscriptions 1Mbps 2 Mbps 3 Mbps … 500 Mbps Subscriptions are additional to the BE existing subscription

  24. RTQoS Pricing $End User Access is free of charge during Early Market Deployment *The WBMC bandwidth prices will be as above plus£8.55 per Mb per month

  25. Basic Overview • DLM is an active line management process that monitors performance and automatically re-configures a line when needed • Detailed line performance information is captured on a daily basis • DLM categorises each line daily based on this information • Primarily uses errors and re-trains in this categorisation • Limits (thresholds) are set on these metrics to determine good and bad performance • A line is re-profiled if needed • Upstream and downstream are categorised and re-profiled independently • DLM learns from the changes it has made based on a historical view of how the line has performed

  26. Monitor Re-profile Analyse Dynamic Line Management (DLM) Performance score

  27. Annex M performance

  28. Breakout session – AuditoriumSession 1: Broadband retirements – Migrations SurgeryHow to migrate from 20C to 21C

  29. Migrations Context • BT Wholesale is looking to close down the 20C network • Datastream will be retired • IPStream will be retired in the WBC footprint • WBC is the suggested replacement product for most 20C users • Aside from the retirement of the 20C products, there are other good reasons to move users to WBC • WBC is faster than the 20C products • WBC is cheaper than the equivalent 20C product • We are looking at ways to improve the migration journey

  30. Migrations to WBC • Two processes available: • Singleton process: • £11 per order • 5 day lead time on orders • Customer determines the exact date of migration • Bulk migration process • Free • 12 day lead time on orders • Requires forecast into BT Wholesale 8-12 weeks before migrations start • Openreach determines the date on which the migration at a given exchange will take place • Only offered where BT Wholesales demand for migrations at an exchange >10 users

  31. migration month starts -8wks -7wks -6wks -5wks -4wks -3wks -2wks -1wk timeline Bulk migration process enhancements Last day for order placement for 1st day of migration month (12 day lead time) Last day for forecast submission to BTW by customers Bulk migration allocation returned to customers Migrations start Migrations Change request submitted Managed forecast process Change request response Managed order process (trial) • Reduces forecast -> allocation fallout by >15% • Simplifies forecast process for our customers • Engineers forecasts to fit exchange capacity • Ensures CP forecasts fit within Openreach resource constraints • Recognises minimum 10 requirement and co-ordinates across multiple CP forecasts to achieve • Simplifies bulk migration process further for customers

  32. Further process enhancements • Left-in Jumper top-up process • Currently being trialled with Openreach for where BT Wholesale forecast 10 or more migrations but <10 orders are placed • Proposal is to top-up the migration orders with orders to remove Left-in jumpers • Prevents the need to cancel the migration orders • If trial successful may look to extend to allow mop-up of end users prior to IPStream retirement at a specific exchange • Openreach project services • Engagement with Openreach project services teams to support more bespoke or tailored migration options (e.g. engineer rings CP before then rings CP after migration) • Out of hours migrations • Investigating whether a short term solution can be put in place to enable migrations out of hours • 6 month notification countdown • BTW seeking to produce a notification to send to customers of all active end users on exchanges due to be retired 6 months before the exchange retirement date

  33. Breakout session – AuditoriumSession 2: Focussed Improvement AreaService Performance

  34. Performance improving across our key service metrics… Continuing improvements seen on average handling times & average time to answer during August. Percentage of calls answered impacted by call spikes and repeat contacts to chase orders and faults as a direct impact of the bad weather and areas under Openreach MBORC declaration. • Version 2 – 14/02/2012

  35. But some tough challenges ahead as a result of the weather… • Latest position: • Over a ten week period up to mid-September, fault intake to Openreach was 23% above typical industry levels, placing an additional strain on overall recovery • Further bad weather and flooding led to the fault repair stack increasing to 25,500 as at 27th September vs. c16,000 the weekend prior (within OR’s standard operating range). • As a result, lead times for repair and provision could increase with additional risks to missed appointments – the effect of this will be additional contacts and escalations and this may continue through into December. • Actions taken in Openreach to improve the situation (expected to impact in Q3): • Resource reallocation: Over 600 people in training to be deployed Q3 • Recruiting permanent Resource: recruited 400 with another 440 joining shortly • Recruiting temporary resource: recruited 400 with a further 600 joining shortly • Improved productivity: Reduced all non-essential training to maximise effectiveness • Enacted contractual overtime • Expected recovery within Q3 • Additional detailed communications will continue to be issued as MBORC or general service updates from Openreach.

  36. There are several ways that we can help to improve things… • BT Wholesale are helping by focussing on: • Dwell time (how long jobs sit in our queues) & turnaround times are as short as they have ever beento help with on time repair and to jeopardy manage against provision failure – this focus will be maintained throughout Q3 • Deploying software upgrades across our exchanges to improve line card performance and deliver significant reduction in faults • Improved accuracy of the KBD tool (we hit 90% in August) • Minimising need to contact Openreach and book engineering visits (unless needed). • How you can help: • Always check the fault and order tracker for updates before contacting BT Wholesale and only where it has passed its committed date • Ensure there is an open fault prior to making contact • Where a fault fails a retest it will automatically route through to Wholesale diagnostic teams so there is no need to chat in • Complete a satisfaction survey on e-chats so we know where to improve • Encourage agents to be as direct and specific on the question that needs to be answered via eChat • Always follow the escalations process as per the CSP • Let us know your ideas for how we could work smarter at busier times

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