At the end of February 2014 the number of unbundled lines stands at 9.23 million. There are 5.76 million WLR lines and the number of telephone numbers using CPS is 2.26 million.
Service Level Agreements and Guarantees - At the January 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 was held on 20th February with Industry stakeholders only where an initial shortlist of priorities was produced and the next step is for CPs to develop more detailed proposals regarding the nature of the SLA/SLG they are seeking. At this stage, the review is focused on Copper products
Consumer Switching - Following on from Ofcom’s recent Statement on Consumer Switching (http://stakeholders.ofcom.org.uk/consultations/consumer-switching-review/statement/), OTA2 have hosted 2 ‘working group’ sessions which have been well attended by a broad range of stakeholders. The sessions will continue fortnightly until all parties have a clear & committed plan of what they need to do, by when, to support the overall objective:- By June 2015, to implement a Harmonised Switching Process for all consumer-driven voice & broadband switch requests for services delivered over the Openreach copper access infrastructure
ELF (Early Life Failure) Concerns – OTA2 have been working with Openreach and 3 lead CP’s 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 CP’s with a number of questions and clarifications raised.
Copper Repair: Service levels have been heavily impacted by the severe adverse weather experienced across the UK throughout January & most of February. Compared to this time last year, Openreach have handled the situation much better as a result of the new Engineering capacity they introduced last year along with a range of other new initiatives. All of this weather-related disruption has taken its toll on Repair ‘on-time’ performance which continues at 60-70% for both LLU and WLR faults
Copper Provision: Despite the significant repair workload brought about by bad weather, Openreach have managed to maintain FAD (First Available Date) lead times within SLA (i.e. 12 working days) for most regions for most of the weather-impacted period.
Our KPI charts show current performance levels.
Ethernet Services - Service delivery issues on Ethernet orders remain an area of major CP concern. Openreach have announced a structural reorganisation of their operational management team and an increased focus on recovery of backlogs. There are a number of initiatives underway to try to get the Job Control functions working more effectively (such as clustered working and template responses) which are still working through the system but should assist in improving service to CPs. We will continue to work with Openreach and the CPs to try to resolve the problems.
Erroneous Landline Transfers (ELTs) - OTA2 continue to support the Ofcom-sponsored ‘reducing consumer harm’ programme where the objectives are to i) reduce the incidence of ELTs & ii) establish a effective, industry-wide, service restoration process to facilitate timely restoration of service to consumers effected by ELTs. Progress has been slow but positive with consumer complaint levels beginning to reduce.
Business Market Service Improvement Programme - At the January Steering Group meeting CPs highlighted their dissatisfaction that of the six key agreed areas of focus, based on the jointly developed KPIs, four had a red RAG status for both a plan and progress and that where analysis of business issues existed this did not appear to have been actioned by areas of Openreach. This included Jeopardy management which has become a long standing area of concern.
OTA2 will continue to focus on: