OTA2 Update for June 2016

At the end of June 2016, the number of unbundled lines stands at 9.83 million. There are 4.60 million WLR lines and the number of telephone numbers using CPS is 1.92 million.

The following is an update on the principle areas of project activity being led by OTA2.

SLA/SLG Work streams

Copper/NGA

Following completion of the six-month negotiation window, agreement was reached on six of the proposals submitted. These will now be managed through to implementation under the auspices of the Copper & Fibre Product & Commercial Group (CFPCG) and should be notified by Openreach shortly. On four of the proposals, no agreement was reached. None of these are being referred to Ofcom by OTA2.

OTA2 remains hopeful that progress can be made on the remaining request relating to Repeat Faults within 28 days, however, as agreement was not reached within the 6-month window a short extension has been agreed between all parties.  

Ethernet EAD

While CPs decided to review their existing proposals and to formally resubmit under the framework for negotiations provided by the BCMR, the timing and scope has yet to be agreed as some external factors, such as the Ofcom “Own Initiative” review on Deemed Consent may have a material impact on the start point for negotiations.

Service Management Forum (SMF)

The Openreach CIO attended the June SMF to explain the problems encountered around the ‘PARIS’ system which failed on 17/05/2016, paralysing the engineering workforce messaging. This resulted in an increase of missed appointments and incomplete jobs. In reviewing the incident with CPs it was recognised that Openreach had made great efforts to keep CPs informed and recover appointment with end customers. Concerns from CPs included the quality of the updates received and the targetting of the CP updates within their organisations. Two CPs volunteered to provide feedback on their concerns to the Openreach CIO.

CFPCG

Multiple Repeat Faults

Openreach propose to trial a new approach on Multiple Repeating lines since without an effective process to case handle complex or dynamic faults, it drives a poor customer experience through repeat fault journeys. Openreach proposes to manage these fault scenarios better across both the CP and Openreach domains and are seeking to develop a new approach to dramatically improve this experience.

The key principles Openreach wishes to trial are:

  • An enhanced triage process on high faulting lines, managed by Openreach case handlers and in collaboration with CPs, to agree the engineering mission required
  • Increasing the visibility, understanding and potentially time Openreach gives its engineers
  • Monitor performance of lines for an extended period of time to ensure the problem is fully resolved

Detailed plans will be shared in July.

Optimising NTE5c In-home position

Openreach will start to fit the new NTE5c in Q2, future-proofing homes for SOGEA (Single Order GEA) and SOGFast (Single Order GFast). Openreach consider that it is important to ensure that the new master socket is fitted in the best location to avoid the need for additional engineering visits at a later date. The key elements that need to be considered when choosing the location for the new master socket were discussed with CPs invited to feedback on what the most important considerations are for them when siting a new master socket.

Ethernet Service

The new management team tasked with getting to grips with the Ethernet Challenges is taking shape under Kevin Murphy – there is a welcome return to a regional structure which it is hoped will provide for much greater ownership of problems and their remedy. Tails and the backlog reduction programme remain the main focus for Openreach, this is giving a distorted view of MttP but is essential to get under control for all parties.

Work towards getting a full picture of the systems requirements for EMP is nearing its end and there is now a much better understanding of the gaps in the existing EMP capabilities and architecture. There are to date 48 ‘must do’ requirements which have been identified, the members of the Ethernet Tranformation Steering Group have been asked to review the requirements and order them in terms of system delivery to deliver the most useful elements first to encourage CPs to on-ramp to EMP. In addition a whole new approach to Keeping Customers Informed (KCIs) and providing information about the progress or problems with a circuit has been proposed and agreed with CPs.

Passives Industry Working Group

Trial discusions continue to enable testing the proposed process and enablement improvements,  work should commence early in July with feed back to the working group becoming a regular item at the Passives Industry Working Group (IWG). Openreach have been working on the best way to share network records with CPs the and there will be outline systems demonstrated at the next Passives IWG, this will be a first step to systems enabling the information gathering stage of the process.

Dark Fibre

Work to develop the draft Reference Offer is progressing well; there has been excellent engagement at the Commercial/contractual/technical and process levels. There are some areas, which are obviously raising some concerns and challenges, but to date the progress has been good.

Consumer Switching

The Consumer Switching Industry Forum continues to target improvements across a number of key areas:-

Supplier of Last Resort Process

This is the process which Industry will need to enact if a particular CP at any point in a given supply chain is unable to maintain service continuity for their Customers (e.g. the CPs business ceases to trade at short notice, for whatever reason). A new high-level process has been tabled which is under review with the Stakeholder community

Consumer Switching Gaining Provider-Led NoT Process

On-going focus on the effectiveness of this process in delivering a seamless switching experience for Consumers (e.g. minimal service downtime) where complex supply chains exist.

Number Porting

CP Performance Dashboard
Ongoing concerns regarding the very poor order-handling performance of CPs involved in serving the business market. The root causes are being addressed via a number of tactical improvements.

Number Port ‘Executive Steering Group’
The Stakeholder community are increasingly of the view that the current ‘tactical’ approach to improving the Industry-wide operating model requires a more strategic approach in order to drive  the step improvements necessary to properly tackle the weaknesses inherent in the today’s operating model.

It is proposed that an Industry Number Port ‘Executive Steering Group’ be established as soon as possible in order to secure the strategic support, direction and sponsorship needed to drive the transformation which is needed.

Infrastructure Services

Access Locate Contract

A joint OTA2/Openreach/CP Review of the ‘technical’ text contained within the current Access Locate Contract has been successfully completed.

The revised text provides a comprehensive refresh to the 2 sections (in the contract) which define which CP equipment may (or may not) be installed in exchanges (i.e. Permitted CP Equipment) and precisely how that equipment may be used (i.e. Permitted Use).

The technical review involved a number of conference calls over a 3-4 month period & has been well supported by key Industry Stakeholders.

The output from this ‘technical’ review will now be factored into the wider formal contract review which remains ongoing.

Service Levels

Copper & Fibre Provision

Openreach FAD (First Available Date) performance nationally, has been averaging 6 -7 working days for Copper & NGA Fibre, during the week ending 20 April 2016 (vs backstop SLA of 12 working days).

Copper Repair

LLU & WLR ‘on time repair’ performance continue to track an improving trend, achieving 78% and 82% respectively, for week ending 25 May 2016.

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 Industry Improvement Programme
  • Urgent Service Restoration Process
  • Fixed Line Number Porting - Improvements
  • Service Levels (LLU/WLR/Ethernet)
  • Infrastructure Service improvement programme
  • Dark Fibre/Passives

 

 

 

 


Rod Smith