ppc industry forum, 18 september 2007

PPC Industry Forum, 18 September 2007

Managed Bandwidth Services

BTW Products and Strategy

Disclaimer•BT has taken reasonable care to check that the information contained in the following slides was accurate at time of publication.

•Any price indications or timescales contained within this presentation are estimates for information purposes only and do not constitute any contractual or other obligation.

•In relation to any products/services referred to in this presentation which are currently under development and/or trial, BT gives no undertaking or other commitment that the product/service will be made commercially available

•BT reserves the right to make changes to the information in this presentation at any time without further notice

•Exclusive reliance on the information in this slide pack is at your own risk

Partial Private Circuits



Agenda•Introduction – Leslie Hurrell-Smith•Customer Satisfaction – Jessica Watters•eCo Rationalisation – Stuart Benson•Statement of Requirements – John Skingle•Review of previous actions – Pauline Cowie/All •Product Development Update – Pauline Cowie/All•Product In Life Update – Pauline Cowie/All

• QoS• Billing• Communications

•AOB – All•Meeting Review – Leslie Hurrell-Smith•Date of next meeting - All


business unit (for internal use only) / url (for external use)

Jessica WattersCustomer Satisfaction Team

Business Improvement Consultant

[email protected]

The BT Wholesale Customer Satisfaction Programme



Objectives

• Share with you our customer experience goals

• Explain the customer satisfaction process

• Show you some examples of the process in action



BT Wholesale believes the customer experience is a key differentiator

We are working on delivering a truly transformed customer experience

• Give customers more control in areas like access, ordering and repairs

• access to operational reports

• online statement of requirements submissions

• Deploy world class account management processes

• matrix team working

• Improve provision and repair performance

• a minimum of 95% right first time outcome in service delivery

• Manage the migration to 21CN

• Ensure our portfolio and product development strategies are fit for purpose

• Improve the accuracy of customer billing

We rely on your feedback to understand how we’re doing and how far we have to go



The Customer Satisfaction Programme aims to understand what is driving satisfaction and dissatisfaction

The programme is underpinned by the survey process. There are three types of surveys designed to capture “the voice of the customer”.

The results of these surveys are given a consistently high level of attention from BT Wholesale and BT Group. We are all performance managed on the results.

Type Frequency Description

Main Monthly •Structured questionnaire on the end-to-end customer experience

•By phone

Executive Annually •Interview with senior decision maker

•Preferably face-to-face

Operational Bi-monthly: Provision, Repair

Quarterly: Billing

In your own time: btw.com

•Structured questionnaire to provide granular operational feedback



The main survey is our biggest source of customer satisfaction information

• Covers the end-to-end customer experience

• Account Teams, Product Management, Product Development, Value for Money, Access, Provision, Repair and Billing

• BT Brand, Image and Trust

• Regulatory Compliance, Undertakings

• We aim to interview every customer at least once per year, but no respondent is interviewed more than twice

• Results are fed into line of business and group management reporting

• Results are presented and discussed at the monthly BTW Customer Experience Forum

• Fed into and used to validate account team and component area Business Improvement Plans

• Takes approximately 20 minutes to complete

Your account team owns your business improvement plan but can draw on resource from across the business to make the improvements.



Some examples of the process in action…..

News comes out through various channels every month – Between the Lines, You said we Did, Key Messages – just ask your account manager for further details.

• Customer Said, “I want to understand any plans for the products that I purchase”• BTW Responded: Our Products Teams are undertaking a complete refresh of 10 key

product roadmaps.

• Customer Said: “I wish I could access my operational reports without contacting my account manager”

• BTW Responded: On the 2nd of July we gave our customers free access to Netview Plus via btw.com. Customers can now access the same data as we do internally.

• Customer Said: “It is impossible to find pricing information – there’s just too much historic data”

• BTW Responded: Our Pricing Team have migrated historic price data from out of the carrier price list to a dedicated page, making it easier to find the current prices

• Customer Said, “I don’t have time to trawl btw.com but I need to understand what’s happening”

• BTW Responded: We’ve launched the RSS Reader. Once installed, alerts are delivered as pop-ups containing a brief summary of what the news is about. You then have the option to follow the links to the right page immediately – or go back to them later.



And other things we’re working to deliver…..

• Product Development: Agile Working Practices and more Round Table discussions with customers who are impacted, bringing you products quicker and more suitable to your businesses

• Product Management: An update to Product Roadmaps, letting you know the long terms plans for product enhancements

• Billing: Providing you an enhanced summary report to ease reconciliation

• Account Team Communications: A complete review of our briefing process

• Service: Getting it right the first time and reducing repeat faults

• Service: Making the performance reports you need more accessible

• Pricing Access: Providing you with online pricing tools that are easy to access and use



Any questions?

Please feel free to contact me direct with any feedback on BTW: [email protected]


PPC eCO Product Rationalisation

Stuart Benson



Current situation

• 4 Product families encompassing 328 products

• Numerous displaced products

• Product feature questions driven by the back end system

• Unintuitive user experience all round, resulting in criticism of the product and eCo application

• Limited scope for improvement of either user journey (Customer end users & internal agents)



Proposal• Re-design of the PPC group of products to 8 new product

families encompassing all 328 PPC products

• Allows for a more intuitive, user friendly experience when ordering PPCs

• New optimised product feature questions, will require less user input and have more default values



Benefits• Increased error reduction resulting in higher percentage of

right first time orders

• Will significantly reduce the order placement timings on eCo for customers

• Improved order handling, reducing time taken to issue orders

• 1st step on the path to decreasing overall cycle times



Timeline and milestones• July 07 – Initial concept - complete

• August 07 – Initial analysis & design – complete

• August 07 – Present concept & design to product team - complete

• September 07 – Present concept to industry for input, support and backing – in progress

• Sept/Oct 07 – Workshop involving industry representatives for customer input - pending

• October 07 – Build and test new product including API - pending

• October/November 07 – Retrain existing BTW eCo Order communities - pending

• December 07 – Re-launch product on eCo – pending


Any Questions?


Thank you


SOR Management

SOR Process

Automation Changes – SOR Management Portal

Customer SOR Process Automation Timeline

Sneak preview of SOR Management Tool

Questions

John Skingle



Customer SOR Process

SOR Submitted

SOR Acknowledged

(WD5)

First response(WD15)

Initial Offer(WD35)

Initial Offer(WD60)

Development / DeliveryProject

Workstack

Accept WD60Further consideration / Technical evaluation required

Accept WD35Commercial Change only

SOR Accepted

Rejected

Rejected WD 15 Rejected WD 35 / 60

All Customer SOR’s follow the regulated SOR processTarget First response 15 Working daysTarget Accept / Reject Initial Offer within 60 working daysRegular Customer Updates

Regular Customer Updates



Customer SOR Process AutomationNov 2006 Web based Customer SOR Launched• You can submit your own SOR’s on line• Your Account manager can submit it on your behalf• Management of all SOR’s to the 60 Day Regulatory process timescales• Manual management and updates within BT Wholesale

Autumn 2007 (Soft Launch) SOR Management Tool• Customer SOR management Portal • Visibility of all your companies active and historic SORs• Real-time data and updates from the Product Management community

• Status• Key dates• Key decisions• Product management updates

• E-mail change alerts Future•Linkage to Development Projects•Development Project Status Updates ……“Basic functionality Day 1 evolving over time to meet your requirements”



Customer SOR Process Automation Timeline

Prototype available now

Iterative development & testing Sept

Product Management Trial Early Oct

Soft Launch to Customers Oct - Dec



Visibility of all you SOR’s



Registering a Statement of Requirements



Confirmation of Registration & forecast response timescales



Visibility of all you SOR’s



Questions




Action Point Review




Action Point 12/1 (01/12/05) – “BT to investigate the inclusion of eCo Repair in the data quality monitoring on the One Truth Data Base”

18/09/07 – Development on track for Q4 completion. To be reviewed December 2007.

Action Ongoing



Action Point 03/8 (01/03/07) – Pricing Tool:

1)BT to ensure Pricing Tool highlights Infrastructure and Excess charges are included in the price quoted. The tool currently quotes circuit prices only.

2)Consider the possibility of CPs being given the ability to input their PoH postcodes or Grid References as an inventory in future developments.


18/09/07 – •Pricing Tool Project Plan was distributed to Industry 25th June 07. •Infrastructure costs to be added 1st October•Excess Construction Charges currently out of scope being considered for future launches.•PoH postcodes included in Phase 2A completed 30 June 07

Action Discharged



Action Point 03/9 (01/03/07) – Issues Log:

BT to review log to remove Replicability issues and also to include ‘Origin’ of issues on the log.

18/09/07 – Issues log Issues log updated.

Action Discharged




Action Point 03/11 (01/03/07) – B End Shift – Internal/External Shifts: Cost does not appear to be correct BT to Investigate.

18/09/07

• Issue is under investigation.

• cost analysis completed and finalised.

• Internal pricing paper to be prepared and presented to investment board.

• Target date for submission to Investment Board November 07 for decision.

Action Ongoing





Action Point 06/01 (07/06/07) – ISH:

BT to check whether Exchange Codes are populated on the new GenIUS bill.

18/09/07 – Exchange codes will be populated on the back-up bills when billing move to GenIUS.

Action Discharged



Partial Private CircuitsAction Point 06/02 (07/06/07) – Stop the Clock:

When BT engineers call 3rd Party contacts to arrange access and the 3rd Party contact is not available, they do not leave a name or return contact number to enable CPs to return call. Stop the Clock is then initiated. BT to investigate to ascertain what information should be left on the voicemail and how many days between the first and the next contact.

18/09/07 - The process for PPCs/PCs

•Where the CP gives permission for BT to call the Third Party Customer; BT will call in advance to confirm access is available. BT will leave the name and number of the BT contact on the voice mail.

•The BT will call 3 times in a 24-hour period to make contact.

•Where the appointment is made by the CP, BT will turn up at the allocated times at the Third Party premises.

•Where access is not obtained, STC is applied and the CP is informed of this STC instance by the CMC.

Action Discharged




Action Point 06/03 (07/06/07) – Stop the Clock:

CPs request BT provide STC stats by CPs on a monthly basis, this could be via the CPs Service Review Meetings.

18/09/07 – BT is unable to provide Industry with STC statistic on a monthly basis due to the manual work required in providing this information.

Action Discharged




Action Point 06/04 (07/06/07) – Client Relationship Managers:

Industry requests BT Account Teams advise them who their CRMs are.

18/09/07 – Account teams informed of this requirement.

Action Discharged




Action Point 06/05 (07/06/07) – Exchange Closure:

BT to respond to John Lee’s (C&W) email.

18/09/07 - This matter was addressed via the Point-to-Point Working Group and Consult21. In broad terms, BT will provide virtual nodes for existing circuits and new exchanges for new circuits.

Action Ongoing




Action Point 06/06 (07/06/07) – Central London Zone (CLZ):

BT to arrange for Product Handbook to be amended to remove reference to CPs advising CMCs that a CLZ circuit is required as this is now highlighted via the Pricing Tool. CMCs to be briefed to automatically select CLZ as displayed via the Pricing Tool.

18/09/07 – Product Handbook updated and CMCs briefed.

Action Discharged




Action Point 06/ (07/06/07) – Online Pricing Tool:

Chris Munn (Verizon Business) to provide feedback on examples of anomalies identified whilst using the pricing tool.

18/09/07 – No feedback received

Action Ongoing




Action Point 06/09 (07/06/07) – Firm Offer Confirmation (FOC):

BT to provide CPs with the next steps to address the Highband planning problems, which affects BT meeting FOC timescales.

18/09/07:

•CMC actively chase OR for the forecast dates.

•CMC amended their procedures to ensure forecast is provided soon as all the required details are available.

•CMC to escalate every job that is dependent on OR when the information is due.

•CMC monitor the progress at day 8 and day 21.

•Proposed target is to deliver FOCR at day 18.

Action Ongoing




Action Point 06/10 (07/06/07) – Interim Forecast:

BT to set up audio with Industry, PPC Product Team and Technical Account Managers to address mis-understanding regarding ACOs.

18/09/07 –

•Interim forecast process reviewed and amend

•TAM and support teams briefed

• Industry briefed via external briefing process

•Interim forecasts being placed by CPs

Action Discharged




Action Point 06/11 (07/06/07) – Quality of Service (QoS): Industry request BT produces:

1. A glide-path chart for 6-12 month period at the next forum. This glide path to exclude Highband.

2. Installation Faults – trend stats shown as a percentage (%) of the installation.

BT to provide more trends on where there are differences.

18/09/07 – Trend charts on following slides:-

Action Discharged




PPC CDD performance

0

20

40

60

80

100

120

Month

Per

form

ance Highband

Narrow band

Wideband




New install

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10

20

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60

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April - June 2006 July - Sept 2006 Oct - Dec 2006 Jan -March 2007 April - June 2007

Month

perc

en

tag

es

%install faults

% new ijnstal due to BT

% new install due to customer




Action Point 06/12 (07/06/07) – Billing:

Industry requests BT ensures Monthly Billing on the new GenIUS bills are optional and not mandatory.

18/09/07 –

•Monthly billing is optional.

•CPs to opt in by 30 November 2007, No response will maintain status quo.

•CPs to provide minimum of 1 months notice.

• Monthly billing will not start until beginning of the billing cycle i.e. Jan; April, July or October.

•External Briefing to be distributed to Industry.

Action Discharged




Action Point 06/13 (07/06/07) – Product Handbook:

Global Crossing to confirm views on what they believe Operator STC should be.

18/09/07 – No response received.

Action Discharged




Action Point 06/14 (07/06/07) – Interim Feedback: Industry requests BT provide interim feedback on issues between meetings. BT to ensure published Issues/Action lists are updated when information known and not wait for next forum.

18/09/07 –

•BT to start providing interim feedback from September forum.

•Interim communications to be managed by the account teams.

Action Ongoing




Product Development Update



Partial Private CircuitsOn Line Pricing Tool – Development Update

•Phase 1 Completed End March 07Basic PPC pricing on line

•Phase 2A Completed June 07Extended Functionality and Products Included early delivery of some developments

•Phase 2 B& C Ongoing Due 1st OctoberPPC Equipment Pricing PPC PoH SDH Node MatchingNew PoH workflowUpdate PoH Management



Data Connectivity Development Timeline

Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Q4

622Mbit/s PPC (re) launch

High band PPC pricing

review (155Mbit/s)

8 Mbit/s PPC

bundle Launched

8Mbit/s Package pricing

NotifiedData

Connectivity Pricing tool –

Phase 1 (PPC)

Managed PPC

(Enhanced Phase 3)

Data Connectivity Pricing tool –

Phase 2A

NB - All dates quoted are target launch dates only

Data Connectivity Pricing tool – Phase 2B & C

Price Control Review

Tungsten

34Mbit/s PPC

E- Connect Trial

Starts

PPC Managed

Conversion

E- Connect Trial

Ends

Discrete Interface

Redesignation

Equipment Cancellation

Charges

B End Shift Price

Review



PPC SoR Details SoR Description SoR

ReceivedOwner

10289 High Bandwidth "Bronze" PPC services

Change to the existing high bandwidth PPC services 34/45 and 155 service. Remove the second fibre access feed this will potential improve the leadtime and also reduce the final cost to the customer. This will be a “new” alternative service; the existing high bandwidth product will be retained. The main driver for this service is that it will be cheaper and also quicker to deliver alleviating the problems with the second fibre delays etc. The second reason for the development is that BTW could potentially provide two accesses with separation between products/circuits for customers. At this moment in time CP’s are using different supplies to build in this protection as they build up/out their own networks. If we could also offer 2 diverse fed highband megastream with some type of managed separation between each circuit/path (access and core). This may be of additional interest?

15/06/07 Pauline Cowie

10328 Confidential – No customer agreement to share Pauline Cowie

10247 RBS & PPC Cancellation Charges

CP has requested that BT review the PPC & RBS equipment cancellation charges as they believe they are unfair.Cancellation charges are currently charged as a percentage of kit cost, regardless of whether that kit is deployed or not, and the kit can then be reused by BT. These cancellation charges apply to both PPCs and RBS.

03/05/07 Tim Nolan

10391 Being Assessed. Not yet reached day 15. 11/09/07 Pauline Cowie



Other PPC Requests

In addition to the SoRs detailed in previous slide I have received a further3 requests which, although not formally submitted as SoRs, will be treatedas such and the regulatory 60 day timescales will be applied.




Product In-Life Update•QoS

•Billing

•Communications



QoS

QoS Performance - Reporting Update

•Q4 Aggregated Report published on website

•Q4 CP reports to be distributed

•Retail Comparison available on CDD, CRD and Repair

PPC/Retail Comparison Q4

•CDD Retail 95.02% PPC 97.47%

•Repair Retail 84.99% PPC 89.16%



QoSQoS Performance – Q4 - Highlights

•Circuit CDD performance remains high at 97.47% and compares favourably with last quarter's performance of 96.59%. BT is implementing various improvement plans to improve the provision experience across the Narrowband to Wideband product ranges (64K to 2Mbit/s). This programme is led by BT's service delivery unit.

•(CP’s) CDD performance continues to compare favourably with Retail’s CDD performance of 95.02%.

•The number of working days exceeding FOCR target decreased from 17.90 to 16.38 working days.

•The number of Stop the Clocks decreased from 1839 in the last quarter to 1392 in this quarter. Also, CP's customer's Stop the Clock volumes fell from 1472 to 1254 in the same periods.

•PPC repair (89.16%). Retail performance (84.99%)

• Despite serious adverse weather conditions, the repair performance improved from 87.67% in the last quarter to 89.16%.

•The number of faults dealt with by BT reduced from 8565 in the last quarter to 7712in this quarter. This is against an increase in the PPC circuit population from 79463 in the last quarter to 80332 in this quarter.

•New installation faults are down from 4184 in the last quarter to 3782.

•The average out of hours continues to be below 5 hours at 2.87 hours.



QoS•QoS Performance – Q4 - Lowlights

•The percentage of orders exceeding FOCR targets increased slightly this quarter. The performance is 77.66% against 78.81% in the last quarter.

•The amount of working days exceeding FOCA increased from 5.90 in the last quarter to 7.46 in this quarter.

•More than a third of new installation faults are still down to Communication Providers.

•BT suffered three serious network incidents which affected the PPC product. One of which resulted in our supplier declaring MBORC in the York area due to severe flooding. This issue will be ongoing into the next quarter's report.

•It is expected that next quarter’s performance will be affected by the the severe adverse weather conditions observed in the country.



Billing



PPC Migration to GenIUS - Timeline

Apr 07 May Jun Jul Aug Sep Oct Nov Dec

Sample bill backup End to End

System Testing

Complete

Live Migration

PCNBS July Bill

1st Live GenIUS PPC Bill

Jan 08 Feb Mar

PCNBS January billPCNBS Oct bill

CPs uses Sample data to start In house development

BT require CPs sign-off

CPs billing development phase

CP load & test Oct bill data

PCBNS

GenIUS

CP

Test Parallel Bill for select

CPs

Apr JunMay Jul

CP’s to Review Quarterly Bill

CP’s to Review Monthly Bill

Contingency: PCNBS continue to bill to April



CommunicationsNo reported website outages

•27 June – 017/07 - PPC ISH and ISH Extn Re-Alignment•03 July – 018/07 - PPC Radial Distance Re-Alignment•12 July - PPC Product Handbook up-issued to Issue 3•15 August - 031/07 - PPC Interim Infrastructure Forecast Submission

Monthly Interim report to Account Teams





Forum Review



A.O.B

Next Meeting Scheduled

6th December 2007

BTC, Business Showcase


ppc industry forum, 18 september 2007

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