OTA2 Update for October 2017

At the end of September 2017, the number of unbundled lines stands at 9.83 million. There are 4.45 million WLR lines and the number of telephone numbers using CPS is 1.82 million.

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

Ethernet EAD -SLA/SLG Work Stream

Work on the impact of transferring non-customer Deemed Consent to the Openreach clock has concluded, which has allowed CPs to respond to the Openreach proposal of 11 September 2017. There is a significant gulf between industry and Openreach regarding the quantum and CPs have requested Openreach reconsider their proposed rate. The extended deadline of end October to conclude negotiations has now passed. Agreement now appears unlikely.

Service Management Forum (SMF)

A review was held on the case management trial. CPs had a mixed view on success with some complaining that they had been left out of some of the later reviews. The plan was to now extend the trial to more products although the benefits have yet to be demonstrated.

The stats for September had shown a general deteriation on some key measures like Missed Appointments. This was attributed to a combination of increased demand, normal reduction in resource over the summer and some weather conditions with MBORC. The general view was that this coming back under control.

Openreach KPI Assurance

A joint OTA2/EAO (Equivalence of Access Office) team are currently auditing one the more important KPIs which Openreach currently share with CPs as a basis for driving actions for improvement: FTTC (Fibre to the Cabinet), Self-Install, ELFs (Early Life Failures).

This is the third in a series of such KPI audits originally commissioned by the OTA2 Executive and which is fully supported by Openreach.

CFPCG (Copper & Fibre Products Commercial Group)

The FTTC PCP trial which allows engineers to contact the customer in certain circumstances has shown a sustained improvement in the Early Life Failure rate by around 1%. Openreach are now proposing to include this as a standard approach for this product variant and will be making proposals to Industry.

A workshop was held exploring the next steps for the Customer Consultation process. It was recognised that many areas need further exploration especially around the confidentiality process. A further workshop is planned for mid November.

Ethernet Service & Dark Fibre

Service delivery remains good with the positive trends on the performance measures holding up. The industry discusions on service delivery have shifted from, getting orders moving in a reasonable leadtime to concern over the speed that ‘Quick Win’ orders are being delivered and are CPs able to consume them. The dialogue is centered around at what point Openreach send the KCI to trigger the contract and the messaging CPs get to keep them informed that the order will complete earlier than the 30 day contratcual leadtime. More work is required to get CPs to provide a ‘real’ CRD and for Openreah to manage based on a ‘real’ CRD, this will be the underlying construct of EMP orders.

EMP IWG

The trial of the two major components View My Job and KCI Manager has commenced with six CPs commiting to place a number of trial orders through the EMP stack testing the new fuctionality. The trial started 16 October, the output of any issues and learing will be shared with the wider industry group through the IWG, once the data has begun to flow from the placed orders.

All work on the Dark Fibre Access product has been suspended following the CAT court judgement. No further activity is expected until the full details of the tribunal decision are understood.

Passives Industry Working Group

A revised ‘Customer Requirements Form’ which is the way that the DPA products are ordered was issued by Openreach prior the last IWG. The CRF was the first attempt to provide a structured input form for the CPs to place their orders. The first iteration of the form caused some challenges for the CPs with some very restrictive validation rules being set. These have now been relaxed to a reasonable level and the CP feedback so far has been much more positive.

Number Porting

The Number Port Executive Steering Group is now well established with healthy support being provided by a good cross-section of Industry Representatives.

Currently, there are 2 areas of focus:

Tactical Improvement
The Steering Group are progressing the introduction of a new 'Industry Self-Governance Regime' to which all CPs will be automatically enrolled with the aim of improving process compliance across the board.

Strategic Transformation
The Steering group continue to develop requirements for a new ‘fit for purpose’ operating model which addresses the weaknesses of the current model AND meets future needs.

Industry response to Ofcom
The group are developing a proposal for submission to Ofcom which will represent Industry's shared view of how the UK Number Porting operating model needs to transform in order to meet future needs whilst also addressing current inadequacies.

This is in response to the Ofcom invitation to Industry to submit such a proposal, contained in their recent statements (i.e. Review of General Conditions & Digital Communications Review).

Consumer Switching Industry Forum (CSIF)

New Consumer Switching Best Practice Guide
This guide has now been published (via the OTA2 website) and provides comprehensive & up-to-date guidance in all matters relating to Consumer Switching.

The guide brings together a vast array of important information, which, hitherto, could only be obtained by searching various websites (e.g. Ofcom, Openreach, OTA2).

The guide is being updated in line with new requirements arising from Ofcom's Statement in respect of their recently completed 'Review of General Conditions'.

Supplier of Last Resort (SOLR)
The Consumer Switching Industry Forum (CSIF) have developed a guide which sets out the key stages which need to be undertaken by a CP (e.g. the wholesaler) if one of their resellers is forced to close down (e.g. insolvency, contract breach) at relatively short notice. Once the SOLR process is triggered, the headline objective thereafter, is to ensure there is minimal (if any) service disruption to end users, with particular emphasis on protection for vulnerable consumers.

The latest review of the draft guide has highlighted the need for some adjustments to be made before the guide can be published.

Service Levels

Copper & Fibre Provision
Openreach FAD (First Available Date) performance nationally, has been averaging 8.5 and 7.3 working days for Copper and Fibre installations respectively, over the 6-day period ending 30 October 2017 (vs backstop SLA of 12 working days).

Copper Repair
LLU and WLR ‘on time repair’ performance appears to be tracking a gradual declining trend over the last 3-4 months, achieving 80% and 76% respectively, for week ending 22 September 2017.

OTA2 will continue to focus on:

  • 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
  • KPI Assurance

 

 

Rod Smith