Transcript Document

PPC Industry Forum, 06 March 2008
Partial Private Circuits
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
Managed Bandwidth Services
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Partial Private Circuits
Agenda
•Introduction
–
•Review of previous actions –
•Product Development Update –
•Product In Life Update
–
Pauline Cowie
Pauline Cowie/All
Pauline Cowie/All
Pauline Cowie/All
• QoS
• Billing
• Communications
•AOB – All
•Meeting Review
•Date of next meeting
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–
-
Pauline Cowie
All
Partial Private Circuits
Action Point Review
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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”
Update: Removed from Q4 development schedule and will be reviewed status
in Q3 2008.
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Action Point 03/11 (01/03/07) – B End Shift –
Internal/External Shifts: Cost does not appear to be
correct BT to Investigate.
Update: Cost analysis ongoing, internal escalation by Leslie
Hurrell-Smith to seek suitable resource to complete commercial
modelling.
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Action Point 06/05 (07/06/07) – Exchange Closure:
Update: BT is currently working on an exchange closure
notification plan, which will include details of post code
changes where appropriate and their replacements where
applicable
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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.
Update: Formal SoR raised with BT Operate as part of the Lead to Cash
project. The SoR was submitted 30 Jan 08 with a target response date of 25
April 08 at the latest.
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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.
Update: Short term resource obtained to produce this interim
feedback and will be distributed by end Feb.
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Action Point 18/01 (18/09/07) – Customer Satisfaction:
•Industry request a list of the Customer Satisfaction
survey question before being surveyed.
Industry requests the details of their Customer
Satisfaction Contact, this should also include details of
their CRM and other useful BT Contacts.
Update: During February and March 08 customer
satisfaction questionnaires are to include opportunities
for customers to comment regardless of CFI scores. BT
requires industry to confirm they have been asked to
provide comments regardless of whether the scores are
low.
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Action Point 18/02 (18/09/07) – PPC eCo Rationalisation:
BT to set up workshop with Industry in attendance.
Customer Sat rep offers to facilitate.
Update: 4 CPs have been engaged and were positive in
their feedback. BT waiting further responses from 2 CPs
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Action Point 18/04 (18/09/07) – Online Pricing Tool
Industry requests BT organise a workshop to look at
developing the pricing tool regarding identification of
capacity at Point of Handovers (PoHs).
Update: Workshop held 04/02/08
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Action Point 18/07 (18/09/07) – Communications
BT requests Industry provides BT with details of whom
within their organisation should be invited to the PPC
Industry Forum. BT Account Teams to collate.
Update: Waiting Industry to confirm they have provided
their account teams with their preferred contacts.
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Action Point 18/08 (18/09/07) – Excess Construction
Charge (ECC)
Industry expressed concern at the increase in ECC
charges being raised against PPC new provision and
request justification. BT to investigate and feedback.
Update: BT waiting evidence from industry to enable
investigation
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Action Point 06/01 (06/12/07) – FOCR on B End Shifts:
Industry expressed concerns at not receiving FOCR on B
End Shifts. BT to investigate and re-brief CMC where
necessary
Update: CMCs re-briefed regarding FOCR on B End shifts.
BT requests industry to provide evidence where this is
not happening to enable further investigation.
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Action Point 06/02 (06/12/07) – 4x2Mbit/s Package:
Industry requests BT provide information on how this new
product will be linked into eCO and brief out to Industry.
Update: Product Handbook being updated to be
distributed shortly.
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Action Point 06/03 (06/12/07) – Additional Package for 5, 6
or 7 circuits:
Verizon Business to provide BT with details of an additional
requirement in respect of circuits which fall outside of the
4x2Mbit/s package criteria.
Update: SoR submitted, feasibility of development taking
place
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Action Point 06/04 (06/12/07) – PPC Additional Charges:
Star Technologies to review with their sales team whether
there is a requirement for the PPC Product Team to
present to them on PPC pricing
Update: Waiting for Star to submit requirement.
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Action Point 06/05 (06/12/07) – QoS – New Install Failures:
BT to further investigate reasons for new install failures
attributed to Industry. Industry believes this may be due
to “loops” rather than true failures.
Update: Repair representative to attend next Forum to
provide guidance. The slide pack has been amended with
the correct information.
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Action Point 06/06 (06/12/07) – QoS - Stats:
BT to re-do Stats presented to industry as showing some
inconsistencies. Slides to be update prior to publication
on PPC website.
Update: Slides updated and published on PPC Web site.
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Action Point 06/07 (06/12/07) – QoS – FOCR Performance:
Industry requests BT show 2Mbit/s and Highband
performances separately and a plan to action for
improvement
Update: Performance data to be provided in published
QoS stats. 2Mbit/s performance is at a level where no
action is required. SoR submitted requesting
improvements in Highband performances.
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Action Point 06/08 (06/12/07) – ISH Extension:
Industry to review BT’s proposal presented in the “SDH
Serving Notes Determination at the Point of Handover (AEnd)” and feedback their views by 20 Dec 07.
Update: Workshop held 04/02/08. Agreement reached and
recommendations taken away.
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Action Point 06/09 (06/12/07) – Out of Hours Repair:
Virgin Media expressed concerns at being advised that
out of hours fault repair is on voluntary basis. Industry
requests BT investigate, as Enhanced Care is a paid 24hr
service. BT to investigate.
Update: Repair representative to attend next forum to
discuss issue.
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Product Development Update
Managed Bandwidth Services
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Partial Private Circuits – Development Road Map
Q3 OctQ3
– Dec
Oct07–
Q4 Jan – Mar
07 – Mar
Q106
Apr – Jun 08
Q2 Jul06
– Sep 08 Q2 July
Q3 Oct
– Dec
- Sept
0608
Dec 05
Q4 Jan
Q1 Apr-June
PPC RPC to PPC
Managed Conversion
Process Launched
ISH Extension
Prices
Migration of PPC
billing to the Geneva
platform
22nd January 08
9th October 07
1st
PPC Annual Price
Control
PPC
4x2Mbit/sPackage
Launch
22nd January 08
19th October 07
E-Connect Product
Launch
PPC Handover
Requirements
Suspended
November 07
Completion
March 08
PPC Equipment
Cancellation Charges
8x2Mbit/s
Commercial Offering
Q2 08 TBC
Q3 08 TBC
April 08
Reduction in PPC
Lead Times
PPC B End Shift
Charges
TBC
PPC ‘Tungston’
Product Launch
April 08 TBC
PPC Contract Review
155Mbit/s Price
Review
Q2 08 TBC
Q2 08 TBC
PPC Geographic
Pricing
Q2 08 TBC
PPC Fibre & Copper
Availability
Q2 08 TBC
PPC Highband
FOCR Improvements
Q2 08 TBC
BTW Products and Strategy
Version 07/11/07e
21 CN
Migration –
TDM
TBA
21 CN
Migration –
sub 2mbit/s
TBA
PPC Priority Repair
March 08
Managed Bandwidth Services
By 2014
PPC SoR Details
SoR
Received
Owner
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
2Mb PPC prices are currently only differentiated into National and CLZ. This SoR
is requesting lower prices in "business areas" (similar to CLZ in London) of major
cities e.g. Birmingham, Manchester, Merseyside area, West London/Heathrow
25/10/07
Pauline
Cowie
SoR
Description
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?
10247 RBS & PPC
Cancellation
Charges
10425 Geographic
2Mb PPC prices
for "CLZ-like"
zones in major
cities
area, Watford, Leeds/Bradford area, Croydon area and Bristol
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PPC SoR Details continued
10481 PPC
Customers' High
Priority Service
Enhancement
Requirements
PPC customers have stated that improvements to PPC lead times and repair times are of 28/01/08
a high priority to them. The PPC provision process currently allows customers to order
a proportion of their circuits with reduced lead times. Customers have asked for the
number of circuits which they can order in this way to be increased and for the reduced
lead times to be 'guaranteed'. They have also asked for an option to nominate key PPC
sites/circuits which will attract improved repair timescales.
Pauline
Cowie
10492 Highband
FOCR Improvement
34Mbit/s to 155Mbit/s PPCs, Ofcom delivery date, costs and delivery medium
currently has to be provided by BT by day 8. This target is rarely met. The requirement
is usually achieved at day 20/21. This is considered far too long and the performance
has been worsening. Ofcom and PPC Industry require BT to improve on this
significantly on requirement. PPC Industry is willing to support a reasonable day when
the requirement delivered. The initial indication is that day 10 will be the best and day
15 the least acceptable delivery date on the requirement.
30/01/08
Stephen
Olugbode
10493 Spare Fibre
and Copper
Availability
PPC customers are unable to place orders with BT until they have confirmed whether
excess construction charges will be applicable. This takes between 5 days for
wideband/narrowband circuits and 21 days for Highband circuits. Where spare fibre or
copper is available at the customer site, excess construction charges will not be
applicable. Upfront access to availability information will enable our customers make
informed decisions to place orders with BT and improve the our ability to generate
revenues much earlier.
30/01/08
Stephen
Olugbode
8x2Mbit/s
A PPC 4x2Mbit/s pricing structure was launched on 19th October 2007. PPC customers
Commercial Offering have asked for a similar commercial offering for 8x2Mbit/s.
Managed Bandwidth Services
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Pauline
Cowie
Partial Private Circuits
Product In-Life Update
•QoS
•Billing
•Communications
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QoS
QoS Performance - Reporting Update
•Q3 Aggregated Report published on website
•Q3 CP reports distributed
•Retail Comparison available on CDD, CRD and Repair
PPC/Retail Comparison Q3
•CDD
Retail 97.15%
PPC 97.98%
•Repair
Retail 85.65%
PPC 90.38%
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QoS
PPC CDD Performance
120
100
Performance
80
Narrow band
60
Highband
Wideband
40
20
Month
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BTW Products and Strategy
De
c07
No
v07
ct07
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ay
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ar
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0
QoS
5000
90
4500
80
4000
70
3500
60
3000
50
2500
40
2000
30
1500
1000
20
500
10
0
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BTW Products and Strategy
Months
ec em
ber 2
0 07
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April
to J u
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J anu
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0
06
0
% new install faults
New install population/faults
New Install chart
New install fault
population
New install faults
% New install faults
due to BT
% New install faults
due to customer
QoS
QoS Performance – Q3 - Highlights
•Circuit CDD performance remains high at 97.78% and compares favourably
with last quarter's performance of 97.17%.
•(CPs) CDD performance at 97.78% continues to compare favourably with
Retail CDD performance of 97.15%.
•Overall, the percentage of orders exceeding FOCR excluding Stop the Clock
delays is 16.53% (570 of 3449 orders). For 2M RP circuits the equivalent
FOCR percentage excluding Stop the clock delays is 8.07% (44 of 545 orders)
and for 2M RRP circuits, the equivalent FOCR percentage excluding is 11%
(237 of 2147 orders).
•The number of RRP orders meeting CRD increased significantly to 71.38%
against 65.33% in the last quarter.
•Retail performance (85.65%) continues to track lower than PPC repair
performance (90.38%)
•The average out of hours continues to be below 5 hours at 2.52 hours against
2.79 hours in the last quarter.
•The number of faults in the quarter decreased to 8458 from 8977 in the last
quarter.
•The fault rate reduced to 0.41 from 0.44 in the last quarter.
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QoS
•QoS Performance – Q3 - Lowlights
•The number of Stop the Clock instances increased to 1690 from 1469 in the last
quarter. This is against a decrease in the supply volume of 3475 from 3523 in the
last quarter.
•95% of the Stop the Clock instances are due to the Third party customer. A large
proportion of the delays are due to site access issues or the site not being
prepared and ready or requests to delay order progression.
•Due to late closure of a few response time flags, the response time is extremely
high on some bandwidths. This was due to human error. This is being addressed
within BT through training.
•BT experienced several serious network incidents cause by third parties. Over a
dozen higher order cables were damaged and adversely affected BT's ability to
fix affected circuits.
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Billing
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Partial Private Circuits
Monthly Billing commenced 1st January 08, most
PPC customers have moved from quarterly to
monthly billing
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PPC Migration to GenIUS:
Billing Migration of PPC inventory takes place during March, managed in
three phases with one day data freeze for each phase.
Phase 1 – 8th & 9th March with one day data freeze on 6th March.
Phase 2 – 10th & 11 March with one day data freeze on 12th March.
Phase 3 – 21st 22nd 23rd & 24th March with one day data freeze on
19th March.
•The data freeze affects new orders only, no orders will be raised on BT internal
order management system (COSMOSS).
•CPs can input requests via eCo, electronic PPCRF or standard PPCRF as
normal .
•In-flight orders will be managed as usual with updates provided business as
usual.
Billing to continue on PCNBS until 1st July 2008 when Wholesale GenIUS
will become the new billing system.
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Communications:
Service Outage on Wholesale.com
•Service Suspended from: 00.00hrs Sunday 30th March 2008
•Service Restored to Fault Diagnostics only: 06.00hrs Sunday 30th March 2008
•Service Fully Restored: 10:00hrs Sunday 30th March 2008
During this time, access to btwholesale.com and all associated applications will be
unavailable,
Pricing Notifications:
•ACCN 822 to 824 - Partial Private Circuits Price Review - effective 30th
January 2008
•ACCN 827 to 831 - Excess Construction Charges - effective 1st February
2008
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Briefings:
079/08 – Outcome of Partial Private Circuits (PPCs) Contract Review –
07/02/08
086/08 – Billing Migration – Data Freeze – 27/03/08
087/08 - PPC Migration and Managed Conversion Data Freeze – 29/03/08
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Forum Review
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A.O.B
Next Meeting Scheduled
12th June 2008
BTC, Business Showcase
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