At the end of May 2014 the number of unbundled lines stands at 9.30 million. There are 5.68 million WLR lines and the number of telephone numbers using CPS is 2.19 million.
Service Level Agreements and Guarantees
Further to a proposal from Sky suggesting that OTA2 commence work with industry to consider improvements that might be made to the SLAs/SLGs offered by Openreach, we are now at the stage where the initial list of proposals from CP’s has been reduced to those where there is sufficient consensus to take forward for consideration by Openreach.
This reduced number of proposals was passed to Openreach and, having had an opportunity to consider their response, we are now in a period of weekly meetings between all parties as clarifications and further modelling are undertaken.
Although the Ofcom Fixed Access Market Review (FAMR) had not been published when we began this task, with the agreement of all parties we are attempting to follow the process suggested within the FAMR of a maximum of six months for completion of this task. Initial dialogue has proved constructive and early indications are that on a number of the SLA/SLG proposals a mutually acceptable position is feasible.
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.
The working group has now settled on a specific implementation strategy that will enable CPs to test & deploy some of the new ‘consumer switching’ functionality well ahead of Ofcom’s prescribed target date of June 2015. This strategy is predicated on the timely completion of various enabling developments being delivered by the major wholesalers (inc. Openreach) by the end of 2014.
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
Number Porting (Fixed Line)
As Chair of the Number Port Process & Commercial Group, OTA2 continue to work with 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. A new Multi-Line Number Port Order Handling process was recently launched and CP feedback to date has been very positive.
ELF (Early Life Failure) Concerns
OTA2 have been working with Openreach and three 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. Next we are planning to include FTTC in the analysis.
Following an extensive review between the OTA2 and Openreach a set of MBORC (Matters Beyond our Reasonable Control) processes and governance have been put together. We have now held a detailed review, attended by all interested parties, of the processes used in determining MBORC that was extremely useful. Openreach were able to demonstrate the operational steps that they go through in determining an MBORC situation. Next steps are to model an MBORC event to demonstrate that the proposed reporting will meet CP needs. A further workshop is planned in mid June.
Following the success of the previous OTA2 tasks, we are now in discussion with industry to identify a possible set of new tasks. Further detail will be given in our next report.
Our KPI charts show current performance levels.
Service Delivery continues to be raised as a concern by the CP community and 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 base-lining 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.
Business Market Service Improvement Programme
One of the key areas for Business CPs is Jeopardy Management, which has been a long standing area of concern. Openreach have recently announced a new strategic direction in this area that will seek to establish a more proactive approach to anticipating issues and to their recovery. This supersedes the previous process for escalations implemented in Autumn 2013. Many of the CP personnel associated with the business work streams also need to support this new jeopardy approach so it has been agreed to scale back some of the business market activities to facilitate this.
OTA2 will continue to focus on: