OTA2 Update for February 2015

At the end of February 2015 the number of unbundled lines stands at 9.67 million. There are 5.59 million WLR lines and the number of telephone numbers using CPS is 2.07 million.

Service Level Agreements and Guarantees (SLA/SLG)

At the request of Ofcom, OTA2 were required to facilitate negotiations in situations where CPs or Openreach felt that new SLA/SLG were required or where existing SLA/SLG needed to be changed. The initial list of eight industry requests for review was completed and a summary of the SLA/SLG status was provided within the January 2015 update. All changes to the contracts have now been notified.

Three additional SLA/SLG proposals have subsequently been made. The date for conclusion of these discussions was anticipated as 17 January 2015. Of these, two have been completed; namely a request to change the reporting times on Care Level 2 which was withdrawn by Openreach and a second, relating to the removal of the Missed Appointment SLG for PCP only GEA-FTTC which was agreed by CPs. On the third proposal, Delivery of GEA in an operational state, an SLA has been agreed but at the end of the 6 month negotiation period no agreement on the SLG quantum was reached. All parties agreed to extend the negotiations for a short period in the hope of reaching a settlement.

Consumer Switching - Current Status

Openreach have scheduled a number of ‘dress-rehearsal’ windows(Feb-May 2015) whereby the new ‘NoT’ (Notice of Transfer) functionality will be ‘switched-on’ in their live (EMP) environment for short periods to afford CPs a good opportunity to fully exercise their own NoT developments well ahead of the ‘actual’ cutover on 20 June 2015.

A ‘micro-cutover’ plan is now being developed as this will define the sequence of events running up to & beyond the point at which Openreach ‘turn-on’ the new NoT functionality.

OTA2 Tasks

As an output from Senior Industry meetings OTA2 are required to facilitate programmes that the meeting members believe have a high level of opportunity to improve interworking between Openreach and its customers. These programmes concentrate on the end to end process. Updates against current programmes are:

Fast Recovery

There are a number of areas where Openreach are unable to complete a repair within SLA for reasons beyond their control. This task is to look into those areas of failure to investigate where improvements could be made. A ‘T2R’ (Trouble to Repair) analysis has been undertaken to expose the three major areas of failure which present an opportunity namely:-

i) Specialist Skills are required to complete (5.84%),
ii) Needs Civil Engineering (3.83%)
iii) CP Issue beyond Openreach control (3.43%).

These areas are currently under review with key CPs to determine potential improvements however CP’s initial views are that a large majority of the issues are not within their control other than the obvious no access.

Communication tasks

OTA2 have been holding reviews with Openreach and CPs on progress, completions and benefits. The expectation is that some of the tasks have been completed and the opportunity exists to look at new issues. More detail will be provided in the next updates.

1. Cancellation of appointment by Openreach for New Provide

2. Customer expectation around new site and line plant delays

3. Management of customer address changes during CP transfer

4. Problems of informing customers when an appointment has been missed (by either Openreach or the customer)

5. Improvement in the quality, structure and format of the fault information that CPs give to Openreach based on their discussion with the customers

Early Life Failures

Although the overall trend is for ELF’s to improve there have been some problems around the ELF performance for orders (MPF and WLR) using the Start of Stop provision process. Openreach are currently investigating root cause.

Number Porting (Fixed Line)

Openreach have now secured the internal authorisations needed to proceed with the introduction of a ‘commercially-based ‘out of hours’ port activation product and a provisional launch date has been set for 16 March 2015.

This is a long-standing ‘ask’ from the ‘business market CPs & will be well received by their Business Clients who increasingly insist that any such activities may only be undertaken ‘out of hours’.

Service Levels

Copper Repair: Copper repair performance (LLU & WLR) has been stable in recent weeks with ‘on time repair’ averaging 72% during January 2015.

Copper Provision: Openreach FAD (First Available Date) performance nationally, is stable averaging 7.2 working days during the week commencing 9 Feb 2015 (vs backstop SLA of 12 working days).

Our KPI charts show current performance levels.

Ethernet Services

Service Provision remains an area of focus for the CPs. Whilst the delivery to CDD measurements have somewhat recovered there is little movement in the cycle time measures. Openreach recognise the challenge and are continuing to try to focus on recovering the backlog of jobs and improve the overall throughput. Work to review the DC7 No Access has been agreed and will commence once the data has been collated and shared.

DOJ (Differentiated Order Journey) work continues. The draft outline trial agreement has been circulated to the CPs for review and comment. Date management principles have also been shared. The weekly calls with industry are continuing and proving beneficial in keeping the momentum going. The CPs have raised a number of issues which Openreach are in the process of review with an aim to giving a clear response. The next step will be to head towards agreeing a start date for the trial.

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
  • Strategic Review of Consumer Switching
  • Erroneous Fixed Line Transfers Activity
  • Urgent Service Restoration Process
  • Fixed Line Number Porting - Improvements
  • Service Levels (LLU/WLR/Ethernet)
  • Plan & Build Performance Issues

Rod Smith