OTA2 Update for November 2012

At the end of November the number of unbundled lines stands at 8.70 million. There are 6.25 million WLR lines and the number of telephone numbers using CPS is 2.26 million.

This month we are issuing a ‘short’ report along with our usual KPI information. We will also issue a brief report at the end of December and will issue a full report at the end of January.

New ‘Backstop’ SLG (Service Level Guarantee) for Appointed Orders

OTA2 were tasked by Ofcom in April 2011 to facilitate a voluntary SLG regime for Appointed Provision of copper lines. It became clear very early in the process that there were going to be 3 strands of particular contention – the amount of the SLG payment itself, the time period beyond which an SLG would be payable and the requirement to provide a forecast with a defined degree of accuracy. Final agreement on these issues is expected shortly and this will allow us to concentrate on the improvement initiatives rather than the SLG process.

Progress remains good. The CP forecasts are continuing to educate the process and we continue to make good progress against the improvement initiatives which are designed to reduce the number of cancelled appointments made and these have reduced significantly over the last few months (30% for some CP’s, equating to several thousand per month). We are also working on ‘missed appointments’ and those circumstances where the customer changes their mind on the visit. All of these initiatives have taken significant poor practice out of the delivery cycle that would have exacerbated the current service delays.

OTA2 will report on progress against the improvement initiatives at the next Senior meeting of forecasting CP’s on 10th December.

Service Levels


The recent extreme weather conditions experienced around the UK over the last 2 weeks has driven a 3-fold increase in repair faults relative to what Openreach would normally expect at this time of the year.

Unfortunately this has had a major negative impact on Openreach’s recovery plan which was previously ‘on track’.

As before, the immediate priority is to focus resources onto the task of reducing the heavily inflated repair workstack as soon as possible albeit at the expense of provisioning lead times which were just beginning to come down.

Openreach continue to publish regular ‘service updates’ via their web-site portal.

Our KPI charts show current performance levels.

Plan & Build

Unfortunately, Openreach Plan & Build performance has deteriorated in the last 2 months due to external supply chain issues which are being urgently tackled by Openreach senior management. A recovery plan is underway which should normalise performance by end of the year.

Ethernet Services

Work continues on making the EST (Ethernet Systems Transformation) systems suitable for CPs to use. Openreach are still working towards a single view of the issues and a potential roadmap showing when the issues will be addressed.

The problems associated with the delivery of service and especially the problems of the application of Deemed Consent continue to a major area of focus. Six targeted CPs are now receiving weekly reports of a representative sample of their orders to which Deemed Consent has been applied – the purpose of the exercise is to enable the reasons to be reviewed in-flight so that we can understand the root cause of the application of DC, once we have an operational view we can then determine it’s legitimacy. A workshop is planned for the 4th December to deep dive the issues and try to determine a way forward with less DC and faster service delivery.

On the repair side work has continued with the development of correlated proactive alarms for the EAD products. This gives CPs more visibility into the service state of their circuits when they have faults of service disruptions. A small number of CPs have been very good at providing support to the analysis of the correlated alarms and giving feedback to Openreach to ensure the quality of the output. All the CPs now need to engage and ensure that this very complex area is tested as thoroughly as possible.

Number Porting (Fixed Line)

OTA2 continue to work with industry to drive a wide range of badly needed process improvements.

Erroneous Transfers

OTA2 continue to lead the industry-wide programme designed to eliminate the root causes of Erroneous Transfers which have been generating significant consumer harm over the previous 12-18 months.

Strategic Review of Consumer Switching

OTA2 continue to provide ad-hoc support to the Ofcom team as and when requested.

Business Markets Service Improvement

OTA2 have been asked to facilitate a programme of activity aimed at improving the service provided by Openreach to CPs whose end users are primarily businesses.

Business Industry Forum

The BIF was formed at the request of Business CPs who were concerned that the NGA TWG and GEA product was not addressing the needs of business. Over the past 24 months we have worked with the interested CPs to review their needs and to enable Openreach to address the issues. This resulted in a small number of SOR requests which Openreach have responded to. We will hold the final BIF audio meeting 4th December where we propose to place the meeting into a suspended position pending a review after the next WLA consultation. If there are no further requirements after that stage we will formally close the group down.

OTA2 Industry Meetings

OTA2 has published the schedule of industry meetings for 2012. These are available via the ‘CP Info’ tab on this website.

OTA2 will continue to focus on:

  • New ‘backstop’ SLG for appointed orders
  • Address Data Matching Integrity issues
  • WLR/LLU Process development
  • Connectivity Services Process Development
  • Ethernet strategic Product review
  • Strategic Review of Consumer Switching
  • Erroneous Fixed Line Transfers activity
  • Fixed line porting - Improvements
  • Service levels (LLU/WLR/Ethernet)
  • Minimum Security Standards
  • PIA - Passive Infrastructure Access
  • VULA – Virtual Unbundled Line Access
  • Plan & Build Performance Issues
  • Plan & Build – new SLA/SLG scheme

Rod Smith