OTA2 Update for August 2015

At the end of August 2015 the number of unbundled lines stands at 9.75 million. There are 5.53 million WLR lines and the number of telephone numbers using CPS is 1.98 million.

The following is an update on the principle areas of project activity being led by OTA2. Members of the OTA2 team also chair several Industry forums, among which are Copper & Fibre Products Commercial Group (CFPCG), Service Management Forum (SMF), Number Port Process & Commercial Group (NPP&CG) and Ethernet Commercial Group (ECG).

A major focus for OTA2 in recent months has been the tasks set out by Ofcom in the Fixed Access Market Review and the Business Connectivity Market Review, both of which require OTA2 to work with Openreach and Industry to review areas where SLA/SLG measures might be amended to better meet the needs of all stakeholders.

SLA/SLG Work streams

Copper and Fibre

The list of 11 issues that were passed back to the CFPCG for further work are progressing as follows

  • Six of the issues are to be incorporated into the OTA2-managed SLA/SLG negotiations(process to start in Autumn)  
  • Three require further process investigations, (Openreach to lead work)
  • One will be considered as a possible Openreach development (Under Review) and finally
  • One represents a request for assurances from Openreach regarding their own internal SLG compliance checks. (Ongoing)

Ethernet EAD

Further to the meeting held at the end of July CPs and Openreach continue to work through the list of actions, ready for a more detailed review of the positions. We will report progress as things develop. The target date for completion of the negotiations is December 2015.

Service Management Forum (SMF)

The normal SMF was not held in August but replaced by a couple of functional reviews. The next full SMF is planned for mid-September. Proposals have also been made to improve the effectiveness of the Customer Management Centre by introducing a case management process under certain conditions. This proposal is now under review following feedback on how CPs would use the approach. Further work is now required to ensure such an approach would work.

OTA2 tasks

OTA2 have been working with Openreach on the development of three new tasks.

  • How to achieve 100% provision on the day
  • How to move from reactive to proactive fault repair and avoidance
  • Broadband Faults – understanding customer solutions based on ‘big data’ exchange.

Openreach have been concentrating on developing an outline paper for provision in advance of the next senior meeting. The intention is to share more details in the coming weeks allowing Openreach to clarify further opportunities.

Ethernet Services

The Business Connectivity Market Review has been issued by Ofcom and is out for review and comment. Stakeholders are requested to raise any issues with Ofcom in the consultation period.

Service delivery to CDD (Contractual Delivery Date) has been maintained at 95%+ however the MTTP (Mean Time to Provide) remains a concern with no perceptible improvement showing yet. Work sent out for construction activities and Rod & Tube remain a major concern for CPs.

The DoJ (Differentiated Order Journey) trial in the North West is continuing and we are beginning to see delivery of the first orders from the more complex categories. There are over 1K orders which have had the DoJ template applied to them. The results so far look encouraging for the easier Category 1 & Quick Wins, however the Openreach team are concerned over the potential for expanding the trial or indeed taking it into BAU. There will be a review of the learnings to see what can be consumed into the existing provisioning platform (ECO) and what needs to have the future provisioning platform (EMP) available. The CID (Customer Interactive Design) workshops are continuing and proving to be very useful at capturing the complexity of the service delivery processes and procedures. A series of workshops has commenced, the output of the workshops will be a fully documented set of process and procedures that will define the EAD service delivery process. The documentation which is being produced and the supporting ‘swim lane’ diagrams and detailed message exchanges will provide the definitive reference point for all future system changes, from the development of the strategic system (EMP) to charting any proposed process changes linked to improvement initiatives.

Number Port - Process Improvement Programme

Performance Dashboard – At the instigation of OTA2, the Industry Group (NPP&CG – Number Port Process & Commercial Group) have now launched a new performance dashboard which will enable the group to monitor their collective order handling and port activation performance.  A first view has now been shared with the Industry Group (NPP&CG) for review.

This dashboard remains critically dependent on CPs (i.e. as many as possible) supplying their respective performance data to OTA2 on a routine monthly basis. So far only 3 CPs have ‘signed-up’ to supply their performance data although others have indicated their ‘support in principle’.

Service Levels

Copper Provision: Openreach FAD (First Available Date) performance nationally, is stable averaging 9.4 working days during the week commencing 22 August 2015 (vs backstop SLA of 12 working days).

Copper Repair: Latest reports available show Copper repair performance (LLU & WLR) to be averaging 73-75%. Whilst going to press we are aware of a number of issues that have the potential to affect performance and will be updated in next report. 

OTA2 will continue to focus on:

  • Business Market Service Improvement Programme
  • OTA2 Tasks on Communication.
  • ELF Reduction Programme
  • Address Data Matching Integrity issues
  • WLR/LLU Process Development
  • Ethernet Process Development
  • Ethernet Strategic Systems Review
  • Consumer Switching Harmonisation Programme
  • Erroneous Fixed Line Transfers Activity
  • Urgent Service Restoration Process
  • Fixed Line Number Porting - Improvements
  • Service Levels (LLU/WLR/Ethernet)
  • Plan & Build Performance Issues

OTA Meetings

OTA Meetings 2015
OTA2 Industry Fora Meetings September 2015

Rod Smith