OTA2 Update for December 2013

At the end of December the number of unbundled lines stands at 9.60 million. There are 5.86 million WLR lines and the number of telephone numbers using CPS is 2.31 million.

Ofcom Consultation on Fixed Access Market Review

Ofcom published their Statement on this subject on 19 December. Whilst proposing minimum service quality levels for Openreach is a major emphasis of the statement, there are also proposals for additional tasks involving the OTA2. As we work through these proposals with stakeholders we will keep followers of this update informed as to progress.

ELF (Early Life Failure) Concerns

Focus on Start of Stopped lines for both MPF and ELF have shown small signs of improvement following work on the routine test activity in stopped state. Further analysis is now underway to improve the quality of the test for all order types for new lines. It anticipated that the OTA2 and Openreach will feedback to industry an outline plan on how various areas will be improved in January. A workshop is also planned with a major WLR/SMPF CP following initial effort on MPF.

Service Levels

Copper

Our KPI charts show current performance levels.

Repair ‘Right First Time’ for Copper services continues to hover between 60% & 70% and remains significantly short of Industry’s expectations (90%+)

Plan & Build

On time delivery performance now consistently above 90%.

Ethernet Services

The work on defining an improved order journey for EAD orders (EAD2) is continuing with some excellent collaboration between Openreach and industry. There has been a real determination shown in getting to grips with some of the truly difficult issues we face in delivering a good consistent level of service. The task remains huge but a clear approach is beginning to emerge.

The service delivery issues on the BAU remain an area of CP concern. Openreach have announced a structural reorganisation of their operational management team and an increased focus on recovery of backlogs. We will be working with Openreach in in the new year to help address the CP concerns and ensure that the CPs are kept fully briefed of how things are progressing.

Number Porting (Fixed Line)

As Chair of the Number Port Process & Commercial Group, OTA2 continue to direct the industry stakeholder community to focus on the most important issues and to drive the execution of badly needed improvements to the number porting processes.

Particular Industry focus at present on reducing the significant amount of re-work associated with Multi-line Port orders.

Steady progress is being made across a wide range of process improvement initiatives with active participation from a number of CPs.

Business Market Service Improvement Programme

Over 30 Business CPs are now involved in this activity which has started to deliver some BAU improvements and spawned several new business orientated product developments.

The key area of CP dissatisfaction had been the progress of improvements for jeopardy management.  A new escalations model was launched by Openreach in late September with a view to moving from email to a phone based approach. A Post Implementation Review has been undertaken which demonstrated good communications and collaboration between Openreach and CPs. Concerns were identified regarding the initial tier of contact regarding process adherence and skills amongst Openreach offshore staff. Business CPs continue to press Openreach for proposals on how escalations might be better aligned to business customer needs since there remains no differentiation between Business and Consumer

OTA2 will continue to focus on:

  • ELF reduction programme
  • 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
  • Urgent Service Restoration Process
  • Fixed line number porting - Improvements
  • Service levels (LLU/WLR/Ethernet)
  • Minimum Security Standards
  • Plan & Build Performance Issues
  • Business Market Service Improvements



Rod Smith