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 Weekly fault intake – April to October March and early April 2012 75,000 Provision times stable at 4-6 working days 70,000 No. of faults per week 65,000 60,000 UK then endured the wettest April ever 55,000 We recovered back within SLG in May 50,000 45,000 40,000 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 June and Summer deluge followed June and Summer deluge followed Apr May Jun Sep Oct May Aug Aug Apr Jun Jun Jul Jul Sep An extraordinary situation impacting 2011/12 2012/13 right across the UK L2C lead times (weekly average - SOM level) 40 The effect 30 Fault intake levels consistently higher No. of days - spiked far above 11/12 levels. 20 Repair focus demanded a flex in provision 10 0 Recruitment decisions in June-August, 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 allowed us to adapt to the new (wet) Average world.

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 Up to end FY 2013 Q1 2012/2013 2011/2012 • 1000 new recruits from BT group Added 175 permanent Recruited 1050 new • c1000 agency added Q2 & Q3 recruits permanent engineers • 250 ex-service recruits in Q3 Performance (vs stated plan): Performance (vs stated plan): � � £220M (To March 12) £220M (To March 12) c40k ahead c40k ahead invested in network invested in network protection over last 3 years protection over last 3 years Av. provision lead time: Av. provision lead time: � � Record completion last week Record completion last week circa 21.4 days circa 21.4 days 129,157 129,157 129,157 129,157 Target for recovery to normal: Target for recovery to normal: � � 111,000 of these are copper 111,000 of these are copper Dec 2012 Dec 2012 Q3 planned workstack and completions Week on week L2C workstack movement 425,000 160,000 400,000 18,000 150,000 16,000 375,000 350,511 Total workstack 14,000 350,000 140,000 Completions 12,000 325,000 10,000 130,000 300,000 8,000 275,000 120,000 6,000 4,000 250,000 110,000 2,000 225,000 0 200,000 100,000 31/08/2012 07/09/2012 14/09/2012 21/09/2012 28/09/2012 05/10/2012 12/10/2012 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 Actual workstack Planned workstack Planned completions

Right-skilling & Right tools are key Weekly faults The ‘R10k’ (>>R15k) challenge programme: With and without R10k ‒ Already reduced non-weather related repair visits by 12k per week (est). ‒ Target by end 12/13 = 15,000 faults / wk 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 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 • Quicker ‒ To reduce ineffective time and improve end user experience • More accurate ‒ • More agile Plus enabling an agile workforce for the future More hoists New Laptops Better field to speed up iPhones & fit for the line testing completions apps future capability

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 1 st 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 Our plans focus on five key areas: Customer Focus on Improving Building Fit for purpose focused continuous customer issue organisational systems complaints improvement resolution capability policies 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.

Ethernet MTTP & CDD performance 75 70 MTTP glidepath 65 Shows the projected weekly figures required 60 to achieve the action plan targets 55 50 45 40 Action plan targets: 35 • 10% reduction in MTTP for Provide Orders 30 • 47.5 (11/12 average) to 43 days (Q4) 25 20 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 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: Very early days but � Working closely with CPs � Problem statements have been agreed expectations are high and � CP steering groups already established across five workgroups feedback so far is excellent… � Each workgroup has an exec sponsor within Openreach � Balancing short and long term deliverables is key! Plus driving forward: Eight transformation programmes: Eight transformation programmes: Eight Industry ‘customer service’ initiatives: Eight Industry ‘customer service’ initiatives: 1. R10k >> R15k 5. Frames 1. Late Cancellations 5. Reduce Repeat Repair visits 2. Planning 6. Controls 6. Improve Reappointing process 2. Increased WLTO adoption 3. Reduction in Forced Provides 7. Ensure Appt availability through the day 3. Dwell 7. Equipment 4. Reduce Repeat Provision visits 8. Improve Address Matching 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

Key Business CPs service solutions… Customer Network Solutions Project Services & managed install Access to capabilities that enable the delivery Expertise to support challenges related of more complete end-customer solutions. to all our BAU products and processes. • Coordinate projects across sites • Remit to work on regulated and • C-ordinate multiple orders into a unregulated parts of the network single programme of work • On-site network improvement and • Manage through risks involved in bespoke passive fibre infrastructure. larger projects • Local resource ‘on-call’ for disaster • Ideal for jeopardy management recovery (flood, fire etc.) • Single point of contact for • Remote and temporary connectivity programmes of work programmes of work requirements requirements Service solutions can be combined to support larger projects Fibre broadband roll-out: Rollout status: Rollout status: Enabling NGA for Business: � £2.5bn Investment � ‘Gold standard’ fibre broadband service for SMEs / SOHOs � 80Mbps/300Mbps � Flexible morning / evening slots to suit businesses � 11.5M premises passed � Commitment to 6 hour repair (Service Level 4) � 1,225 Exchanges - 31,500 Cabinets � Impact Level 2 (IL2) assurance � Ambition to reach 90% UK by 2017 � Bulk line check shows which lines/circuits can benefit today.

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’ www.expect.openreach.co.uk/ � Interesting facts and figures “A place to point their own customers to help them better understand their relationship with us”.

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