Comms Provider 12 Openreach update 18 October 2012 18 October 2012 - - PowerPoint PPT Presentation

Comms Provider 12 Openreach update

18 October 2012 18 October 2012 Tim Barclay

Agenda

• Service improvement progress

− Performance and productivity − Performance and productivity − Resource and right-skilling

• SMC improvements and escalations
• Business CP focus

− Programmes and progress − Service solutions − Expect Openreach

A battle between ‘right-sizing’ and record-breaking weather

March and early April 2012

Provision times stable at 4-6 working days

UK then endured the wettest April ever

We recovered back within SLG in May

June and Summer deluge followed

40,000 45,000 50,000 55,000 60,000 65,000 70,000 75,000 6-Apr 20-Apr 4-May 18-Ma 1-Jun 15-Jun 29-Jun 13-Jul 27-Jul 10-Aug 24-Aug 7-Sep 21-Sep 5-Oct

• No. of faults per week

Weekly fault intake – April to October

June and Summer deluge followed

An extraordinary situation impacting right across the UK

The effect

Fault intake levels consistently higher

• spiked far above 11/12 levels.

Repair focus demanded a flex in provision

Recruitment decisions in June-August, allowed us to adapt to the new (wet) world.

10 20 30 40 01-Apr-11 06-May-11 10-Jun-11 15-Jul-11 19-Aug-11 23-Sep-11 28-Oct-11 02-Dec-11 06-Jan-12 10-Feb-12 16-Mar-12 20-Apr-12 25-May-12 29-Jun-12 03-Aug-12 07-Sep-12 12-Oct-12

• No. of days

L2C lead times (weekly average - SOM level)

Average

Apr Apr May May Jun Jun Jun Jul Jul Aug Aug Sep Sep Oct

2011/12 2012/13

Performance (vs stated plan): c40k ahead

• Av. provision lead time:

circa 21.4 days Performance (vs stated plan): c40k ahead

• Av. provision lead time:

circa 21.4 days

• £220M (To March 12)

invested in network protection over last 3 years

• Record completion last week

129,157

• £220M (To March 12)

invested in network protection over last 3 years

• Record completion last week

129,157

Recovery is focused on provision & repair

Fuelled by resource/recruitment

By end of 2012/2013 we will have increased our field force by 20% in just 18months

2011/2012

Recruited 1050 new permanent engineers

Up to end FY 2013

• 1000 new recruits from BT group
• c1000 agency added Q2 & Q3
• 250 ex-service recruits in Q3

Q1 2012/2013

Added 175 permanent recruits Target for recovery to normal: Dec 2012 Target for recovery to normal: Dec 2012

129,157

• 111,000 of these are copper

129,157

• 111,000 of these are copper

350,511 100,000 110,000 120,000 130,000 140,000 150,000 160,000 200,000 225,000 250,000 275,000 300,000 325,000 350,000 375,000 400,000 425,000 21-Sep-12 28-Sep-12 05-Oct-12 12-Oct-12 19-Oct-12 26-Oct-12 02-Nov-12 09-Nov-12 16-Nov-12 23-Nov-12 30-Nov-12 07-Dec-12 14-Dec-12 Completions Total workstack

Q3 planned workstack and completions

Actual workstack Planned workstack Planned completions

2,000 4,000 6,000 8,000 10,000 12,000 14,000 16,000 18,000 31/08/2012 07/09/2012 14/09/2012 21/09/2012 28/09/2012 05/10/2012 12/10/2012

Week on week L2C workstack movement

Right-skilling & Right tools are key

Centralised training facility / programmes:

‒ 100% increase in training capacity ‒ Targeted skill sets for specific demand ‒ c1000 have been trained or re-skilled to date this year

Weekly faults

With and without R10k

The ‘R10k’ (>>R15k) challenge programme:

‒ Already reduced non-weather related repair visits by 12k per week (est). ‒ Target by end 12/13 = 15,000 faults / wk ‒ c1000 have been trained or re-skilled to date this year ‒ New recruit to the field: 6 weeks ‒ 25% of training time is health and safety focused

Providing our engineers with the best tools and applications:

‒ £50M Tools transformation programme underway ‒ To reduce ineffective time and improve end user experience ‒ Plus enabling an agile workforce for the future

• Quicker
• More accurate
• More agile

New iPhones & apps Laptops fit for the future Better field line testing capability More hoists to speed up completions

Service Management Improvements

• Disputed No Access Trial - well received by customers. BAU launch 15 October
• High Impact Provision of Service short term process – running 15 Oct to 31 Dec 12
• Classic Escalations – launched 1st October

Plus:

• Revised EWC criteria to be more inclusive
• Revised escalation path produced to introduce more responsive senior review point
• Flexing additional resources onto the escalation queues where possible
• Resource modelling for DSO and Escalations – sizing/planning for future resource needs
• Resource modelling for DSO and Escalations – sizing/planning for future resource needs
• Our team are meeting customers f2f and following up on monthly break out calls

Still lots to do, but in consultation with our customers, we have a good understanding of the issues we are facing. And our resourcing and recovery glide-path plans will help us return to the position we enjoyed pre-Spring.

Customer focused complaints policies Improving customer issue resolution Building

• rganisational

capability Fit for purpose systems Focus on continuous improvement Our plans focus on five key areas:

Ethernet MTTP & CDD performance

20 25 30 35 40 45 50 55 60 65 70 75

01-Apr 08-Apr 15-Apr 22-Apr 29-Apr 06-May 13-May 20-May 27-May 03-Jun 10-Jun 17-Jun 24-Jun 01-Jul 08-Jul 15-Jul 22-Jul 29-Jul 05-Aug 12-Aug 19-Aug 26-Aug 02-Sep 09-Sep 16-Sep 23-Sep 30-Sep 07-Oct 14-Oct 21-Oct 28-Oct 04-Nov 11-Nov 18-Nov 25-Nov 02-Dec 09-Dec 16-Dec 23-Dec 30-Dec 06-Jan 13-Jan 20-Jan 27-Jan 03-Feb 10-Feb 17-Feb 24-Feb 03-Mar 10-Mar 17-Mar 24-Mar 31-Mar

MTTP glidepath

Shows the projected weekly figures required to achieve the action plan targets

Action plan targets:

• 10% reduction in MTTP for Provide Orders
• 47.5 (11/12 average) to 43 days (Q4)

Average Working Days to Provide - All Provides Average Working Days to Provide - Excluding Aged Orders MTTP Glide path - Excluding Aged Orders

CDD performance remains consistent at 97.2% (excl NI)

Working with our Business CPs

A high profile Openreach programme, committed to delivering differentiation

Dedicated Business CP programme:

• Working closely with CPs
• Problem statements have been agreed
• CP steering groups already established across five workgroups
• Each workgroup has an exec sponsor within Openreach
• Balancing short and long term deliverables is key!

Plus driving forward:

Eight transformation programmes:

Very early days but expectations are high and feedback so far is excellent…

Eight Industry ‘customer service’ initiatives: Eight transformation programmes:

• 1. R10k >> R15k
• 5. Frames
• 2. Planning
• 6. Controls
• 3. Dwell
• 7. Equipment
• 4. Production Mgt
• 8. Ethernet Provision

Related progress:

• 1. Business CP impact statement now on service portal
• 2. High Impact Provision of Service (HIPOS)
• Will run from 15th October to the end of December 2012
• Products currently in scope are WLR3 PSTN, MPF and we are reviewing

GEA-FTTC with the intention to include this.

• Mailbox details will be included in the CSP

Eight Industry ‘customer service’ initiatives:

• 1. Late Cancellations
• 2. Increased WLTO adoption
• 3. Reduction in Forced Provides
• 4. Reduce Repeat Provision visits
• 5. Reduce Repeat Repair visits
• 6. Improve Reappointing process
• 7. Ensure Appt availability through the day
• 8. Improve Address Matching

• Remit to work on regulated and

unregulated parts of the network

• On-site network improvement and

bespoke passive fibre infrastructure.

• Local resource ‘on-call’ for disaster

recovery (flood, fire etc.)

• Remote and temporary connectivity

requirements

• Coordinate projects across sites
• C-ordinate multiple orders into a

single programme of work

• Manage through risks involved in

larger projects

• Ideal for jeopardy management
• Single point of contact for

programmes of work

Customer Network Solutions

Access to capabilities that enable the delivery

• f more complete end-customer solutions.

Project Services & managed install

Expertise to support challenges related to all our BAU products and processes.

Key Business CPs service solutions…

requirements programmes of work

Service solutions can be combined to support larger projects Rollout status: Rollout status:

£2.5bn Investment 80Mbps/300Mbps 11.5M premises passed 1,225 Exchanges - 31,500 Cabinets Ambition to reach 90% UK by 2017

Enabling NGA for Business:

‘Gold standard’ fibre broadband service for SMEs / SOHOs Flexible morning / evening slots to suit businesses Commitment to 6 hour repair (Service Level 4) Impact Level 2 (IL2) assurance Bulk line check shows which lines/circuits can benefit today.

Fibre broadband roll-out:

Expect Openreach

A powerful resource for our customers and their people

Reinforces our correct name, role and position in market and explains:

• Our specific relationships with:

− CPs − Resellers − End users

• Our responsibilities to our customers.

Provides:

• A training resource for employees and

resellers

• A useful site for end user familiarisation

(so they understand who will be visiting)

• End user guidance on ‘what to do

before reporting a fault’

• Interesting facts and figures

www.expect.openreach.co.uk/ “A place to point their own customers to help them better understand their relationship with us”.

Your Your Questions Questions