OTA2 Update for March 2014

At the end of March 2014 the number of unbundled lines stands at 9.26 million. There are 5.72 million WLR lines and the number of telephone numbers using CPS is 2.23 million.

Service Level Agreements and Guarantees - At the OTA2 Executive meeting, a proposal from Sky was considered suggesting that OTA2 commence work with industry to consider improvements that might be made to the SLAs/SLGs offered by Openreach, to try to agree a prioritised work stack and then to move onto facilitating industry/Openreach negotiations. An initial meeting between CPs identified a potential short list and they are now developing more detailed proposals regarding the nature of the SLA/SLG they are seeking. It is anticipated that these will be completed and submitted to Openreach by mid April.

Consumer Switching - Following on from Ofcom’s recent Statement on Consumer Switching (http://stakeholders.ofcom.org.uk/consultations/consumer-switching-review/statement/), OTA2 continue to host fortnightly ‘working group’ sessions which have been well attended by a broad range of stakeholders.

As anticipated, the stakeholder community are now beginning to assess the detailed pros & cons of various implementation options and their associated risk profiles, before deciding which approach to take.

The overall objective remains:- By June 2015, to implement a Gaining Provider-led NoT (Notice of Transfer) Switching Process for all consumers looking to switch Service Providers

ELF (Early Life Failure) Concerns – OTA2 have been working with Openreach and 3 lead CPs to establish root cause analysis (RCA) of different order types. An improvement plan is now being progressed by Openreach & CPs with some improvements already taking effect.

MBORC Transparency - Following an extensive review between the OTA2 and Openreach a set of MBORC processes and governance have been put together. An initial workshop was held to share this work with CPs with a number of questions and clarifications raised.

Service Levels

  • Copper Repair: Recovery from the weather-related disruption encountered in February is progressing well although ‘repaired on-time’ performance still remains very poor at 60-70%
  • Copper Provision: Openreach FAD (First Available Date) performance nationally, is a creditable 6.9 working days (vs backstop SLA of 12 working days).

Our KPI charts show current performance levels.

Ethernet Services – Service Delivery continues to be raised as a concern by the CP community, whilst Openreach have made significant changes to the delivery and control organisations, from the CPs perspective there is little sign of the expected recovery in performance.

The work to redefine the EAD product and to move the delivery system to EMP is continuing. There are currently a set of bi-lateral meetings being held to discuss the product blueprint and to gauge CPs needs and requirements for moving to the new trading platform.

The baselining of EMP capability with the CPs has started with an issues gathering session running through the steps of the delivery process. This work will be very time consuming but is vital to ensure that any systems changes required for Ethernet on the EMP platform are understood and taken account of, there is better recognition that the system needs to fit the process rather than the other way round. There are more steps to take before this process is complete.

Erroneous Landline Transfers (ELTs) - OTA2 have embarked on a ‘re-fresh’ of the Working Line Takeover Industry Best Practice Guide. This Guide is referenced in the recent Ofcom Statement on Consumer Switching & underlines the importance attached by Ofcom to further reduce the incidence of ELTs.

Business Market Service Improvement Programme - At the January Steering Group meeting CPs highlighted their dissatisfaction that of the six key agreed areas of focus. Subsequently Openreach have worked hard to address this and also to better link these areas into existing improvement activities within Openreach. One of the key areas included Jeopardy Management which has been a long standing area of concern. Openreach have recently announced a new strategic approach in the area that will seek to establish a more proactive approach to anticipating issues and to recovery.

OTA2 will continue to focus on:

  • ELF reduction programme
  • Address Data Matching Integrity issues
  • WLR/LLU Process development
  • Ethernet Process Development
  • Ethernet Strategic Systems review
  • Strategic Review of Consumer Switching
  • Erroneous Fixed Line Transfers activity
  • Urgent Service Restoration Process
  • Fixed line number porting - Improvements
  • Service levels (LLU/WLR/Ethernet)
  • Minimum Security Standards
  • Plan & Build Performance Issues
  • SLA/SLG Developments

Rod Smith