Assurance and RiskView
Robert Cruickshank
CEO, Rev2
robert.cruickshank@rev2.com
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Feedback from Assurance customers…
Market timing is right for Assurance “Quad-Play”
• RiskView + WorkAssure + ServAssure + EventAssure
More complexity in HFC and product offerings
• Increasing 7 x 24 reliance on 2-way plant and back office
More data & customer touch points in connected home
• Multiple DOCSIS devices, 99.999% service availability
Operations pressure to “Find and Fix” efficiently
• Correlate telemetry, calls & truck rolls over hours, days, weeks
Operations pressure to reduce costs
• Identify and replace before break, transition MTTRMTBF
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From Automated Outage Notification to Repair
Financial Impact
Analysis
Rev2 RiskView® provides service outage analytics that
enable prioritization of infrastructure issues based on
their financial impact and creates additional Work Order
Performance
Management
Proactive Outage
Management
EventAssure declares
an Event
Network
outagewith an
automatedatnotification
suspected
for a 0Work Order
Node
WorkAssure creates the
work order and
acknowledges with the
assigned job ID
Workforce
Management
Automated Outage
Interface
Common Data Collection
CMTSs and CPEs
EventAssure
determines all
devices offline
behind Node 0
Common
Periodic Data
Collection for
Performance
and Outage
Information
The tech is dispatched and notified
via his handheld of the outage
details
WorkAssure
powered Field Tech
WorkAssure determines
the best resource to fix
the issue (skillset,
distance, equipment
etc.)
The tech fixed the outage and closes
the job on his handheld.
The Assurance “Quad-Play”
RiskView + WorkAssure + ServAssure + EventAssure
Enhance existing analysis capabilities
- Supplement existing real-time alerting with ‘all-in’ over-time alerting
• Daily, Weekly, Monthly, Quarterly, Annually
- Extend current ‘Node’ outage capabilities
• Analysis supports worst: Serving Group, Street, Premises, Port, Fix
Agent, etc.
Supplement “Network or Service Outage Alarms” to take action
- Automated report creation and distribution by management area
Easily support new inquiries
- Enhance existing capabilities
• Customer Impact: Equipment/Make/Model/Rev
Incorporate additional data sources
- Non-Responders, device reset behavior, video quality monitors, …
Greater insight across the enterprise
- Spend vs. Risk
4
5
Assurance Quad-Play Sales Goal
▪ MSOs without ARRIS Assurance
- Sell all-four Quad-Play solutions
▪ MSOs with some ARRIS Assurance
- Sell missing Quad-Play solutions
▪ Sell best fit solution(s) to meet MSO needs
- Set stage for additional sales of missing Quad-Play solutions
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Selling the Message
▪ Get Familiar with Assurance Quad-Play & RiskView’s role
- www.rev2.com/arris-resources/ : Videos, Info Sheets, Case Studies
▪ Assess MSO Assurance Need
- Does MSO have Assurance Products: SAA, EA, WA, Others?
▪ Have Enrollment Conversation to Gauge MSO Interest
- Goal: Selling opportunity via:
• 1) Webinar, 2) in-house Demo, or 3) other next steps
▪ Follow-up with Sales Package based on MSO Assurance
Needs
7
Prioritizing undetected outages with RiskView
• In real-time analysis, small and
intermittent issues/outages may not
exceed thresholds
• Issues may be missed for extended
periods
• Some issues are precursors of larger
outages
GOOD NEWS: Clues clearly point operations teams to
issues and concentrations of outage risk.
CHALLENGE: Clues are needles in voluminous haystacks
imprisoned in disparate databases.
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Systematically correlate multiple inputs over time
RiskView leverages data from:
▪ Call Center
- Connectivity Calls & Repeats
▪ WorkAssure
- TC = Service Calls & Repeats
- EC = Refer to Maintenance
- DI = Voluntary Disconnects
- Biz/Residential, 1/2/3 Services
▪ Maintenance Activity
- Planned, Demand
▪ SAA ServAssure Advanced
- Hourly Degraded CMs
- US/DS Errors/SNR/Power/Util
- On/Offline, Node Combining
Connectivity
Calls
Failed
Telemetry
Field
Activity
Find & Fix More Issues,
Reduce Calls, TCs, Disconnects
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RiskView Architecture
Correlates data from the Call Center with data from ServAssure Advanced and WorkAssure.
ARRIS Confidential
7/12/12
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RiskView Problem Identification by… Geography
Outliers represent
most material risks.
ARRIS Confidential
7/12/12
Case Study:
Operating Cost Savings

Savings Method


Weights applied



Reputational cost was used to Trigger RiskView Alerts
= Calls + (2*TCs) + RepTC + (3*ECs) + (2*DI) + CHG + TRB + Telemetry Fluctuation +
ServAssure DnErr + ServAssure UpErr
During Alert Periods, 50% of Financial operating cost was used to calculate savings
= $.0535/min Calls, $45 TC & DI, $100 EC, CHG, TRB
Example of Savings for a single Serving Group on Next Slide




RiskView correlated across DOCSIS Serving Groups then Alerted on unusual costs
Alert Period
= Prior Day RepCost >=15 AND (Same Day OR Next Day RepCost >=10)
Total Operating Cost
 $2,466 = 71 Calls + 24 TCs + 2 EC s + 12 DI +1 CHG + 2 TRB
Potential Savings
 $616 = 6 Calls + 5.5 TCs + 1/2 EC s + 3 DI +1/2 CHG + 1 TRB
Savings for 100% of Region = $ 53,883 / 18 days = $1.1M / 365 Days
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Case Study:
RiskView Value
Breaking through the OSS event correlation barrier by rationalizing
existing tools/reports to identify/track issues
• Issues that are small and intermittent and below real-time thresholds
are found by RiskView, but …
• BAU may not detect right away
• Add up in cost over time
• Get worse and become larger
Because undetected issues
often last for days, the result
is a “snowballing” effect
• Issues - even after fixes - remain problematic and costly
• Key Finding: Voluntary Disconnects increase with prolonged
elevated Financial Cost transactions (Calls, TCs, ECs)
• Goal: Rapidly identify and resolve issues in order to eliminate
transactions that ultimately lead to Disconnects
ARRIS Confidential
7/12/12
13
Case Study:
Savings Using RiskView
• Opportunity to derive savings using RiskView is the result of
analyzing Ops data against benchmarks developed in the RiskView
Database. For example, Why does this node/serving group have:
•
•
•
An above average number of disconnects?
So many repeat trouble calls?
So many TC’s?
• RiskView provides the data as well as the benchmarks to surface
issues
•
•
•
•
Once a problem is identified and fixed, then the reduction of TC’s, calls, etc. to a
normal figure can be counted as savings
Reduced TC’s can be valued at the contract labor rate; likewise the reduction in
calls can be valued as before
Any costs to fix problems can be subtracted from savings
This type of savings analysis can be done as RiskView is being used on a day-today basis and actual Preventative Actions are being initiated by RiskView
• In the trial period, we simulated the above with feedback from MSO.
In order to be more conservative, analysis is now done:
•
•
•
ARRIS Confidential
After removing the effects of ‘outages’
Only considering Connectivity Phone Calls, TC’s, and EC’s
Using sensitivity analysis to look at different savings rates
7/12/12
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Cost of Issues:
Undetected by BAU but found by RiskView
ARRIS Confidential
7/12/12
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Summary: ARRIS & RiskView® Outage Risk Analytics
A Complementary Solution
▪ Service delivery infrastructure analytics that
help drive down costs by delivering the
capability to move from a reactive, point-intime view of data to an over time, cross-silo
view of performance metrics.
▪ Deployed in concert with ARRIS ServAssure
Advanced™, Click and Clarify
Key Features
▪ Enables greater insight into service delivery
infrastructure by correlating a wide array of
service delivery infrastructure data sources.
▪ Unprecedented level of operator analytics by
including additional metrics such as Call
Center Logs, Truck Rolls, Maintenance Work
Orders, etc.
▪ Provides Spend vs. Risk analyses.
Use Cases
▪ ServAssure makes detailed hourly
measurements of the number of CPE in
trouble on every upstream and downstream
port and then feeds these values into
RiskView for problem correlation, risk
scoring, and prioritization.
▪ WorkAssure, Click, and Clarify feed RiskView
with detailed records of all Calls & Service
Truck Rolls, from origination of work through
final disposition, including disconnects and
referrals to HFC Maintenance.
Combined Value Proposition
▪ Reduce cost/complexity in prioritization
Issues
▪ Isolate problems undermining performance.
▪ Ensures a premium customer experience
▪ RiskView Finds Issues missed by BAU
▪ Correlates and scales more than humanly
possible & transition to Real-time updates