At the end of June 2015 the number of unbundled lines stands at 9.75 million. There are 5.57 million WLR lines and the number of telephone numbers using CPS is 2.01 million.
Service Level Agreements and Guarantees (SLA/SLG)
Activity on the second tranche of Copper and Fibre SLA/SLG proposals has now completed and OTA2 submitted its report to Ofcom on 20 May 2015. Of the three submitted proposals, one was agreed and has been implemented and one withdrawn following initial negotiations. On the final proposal, associated with delivery of GEA in a working state, an SLA was agreed but consensus was not reached on the SLG. While OTA2 did not recommend immediate action by Ofcom, it did suggest Ofcom consider whether a framework/guidelines for SLG payments should be established. The response from Ofcom had not yet been received.
Work has commenced with CPs to review the SLA/SLG regime for Ethernet EAD. An initial submission has been made by CPs to Openreach with their proposals. This is under consideration by Openreach. The target date for completion of the negotiations is December 2015.
Consumer Switching - Current Status
Following a series of dress rehearsal test exercises in recent months, the final step to introduce a single Harmonised Switching process across the Industry was successfully accomplished on 20 June 2015 by means of a industry-wide ‘live cutover’.
With effect from that date, consumers looking to switch providers will only have one switching process to follow, the gaining provider-led Notice of Transfer (NoT) process. The pre-existing MAC-based process has now been withdrawn.
At the time of writing CPs continue to closely monitor order transactions but, to date, no major issues have been observed.
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. The current programmes have run their course and some new proposals have been shared. Openreach and OTA2 have been working together on identifying the key programmes that will support the new ‘Lead to Cash’ and Repair ambitions. The work is not yet complete although coming together well. Once complete the proposals will be fed back to Industry and senior CP forums.
Early Life Failures
Although the overall trend is for ELFs to improve, there have previously been some problems around the ELF performance for orders (MPF and WLR) using the Start of Stop provision process.
Following the changes outlined in the last report, performance for the Start of Stop provision process continues to improve and is closing in on previous levels. It is anticipated that within the next month the problems previously introduced would have been completely eradicated.
Number Porting (Fixed Line)
The Number Port Process & Commercial Group (NPP&CG) is a multilateral industry forum which is attended by many CP stakeholders who, as number range holders, all share a legal obligation (Ofcom GC18) to allow their numbers to be ported away to other CPs when requested to do so.
These are some of the higher priority tasks currently being worked on by the industry group:
Copper Repair: Copper repair performance (LLU & WLR) has been stable in recent weeks with ‘on time repair’ averaging 75% during June 2015.
Copper Provision: Openreach FAD (First Available Date) performance nationally, is stable averaging 6.5 working days during the week commencing 22 June 2015 (vs backstop SLA of 12 working days).
Our KPI charts show current performance levels.
Service Management Forum
In collaboration with Openreach and Industry, OTA2 will chair the SMF to allow all CPs to concentrate on their contribution to the forum. Over the next few meetings the intention is to lift the forum to a more strategic agenda capturing the top 4 or 5 cross-Industry concerns. CP’s are currently working on a collaborative view of their prioritised issues.
The latest consultation for the Business Connectivity Market Review has been issued by Ofcom and is now out for review and comment by stakeholders.
Service delivery remains a key focus for both CPs and Openreach. There are a number of improvement initiatives being generated out of Openreach. Whilst these are welcomed by the CPs there is concern that the consumption of changes and the impact to supply, especially for wholesaling CPs, needs to be considered in any implementation.
Openreach’s contractors continue to be an area of significant interest where a lack of feedback and information flow, create problems for Openreach customers.
The DOJ (Differentiated Order Journey) trial in the North West is continuing and we are beginning to see the delivery of the first orders. The review meetings and the sharing of anonymised order information has started. The exercise is throwing up some interesting process challenges and highlighting where improved messaging and communication will improve the order journey going forwards.
A further work stream aimed at developing a clear documented E2E process flow for the delivery of EAD had started with a series of detailed capture exercises with CP’s and Openreach. The aim of the sessions is to quickly document the current BAU delivery process to a level which is agreed and understood by all the stakeholders. This will enable the development of any future systems work but also allow the proposed changes to process being discussed under any improvement initiatives to be validated against the agreed process.
OTA2 will continue to focus on: