Customer Service Forum
3rd December 2012
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1
Agenda
1. Introduction
2. Ethernet
3. Broadband – Trouble to Resolve
4. Broadband – Lead to Cash
5. High Level Escalations
6. Q&A
2
Ethernet
3
Executive Summary
Progress continues on recovery actions
•
•
•
•
National Fibre Planning and PST cross skilling continues; good progress on PNR backlog / dwell
INS training required to enable “quick win” (CAT1 orders) improvement, although improving trend
evident
Resource re balancing with regions being reviewed with final resourcing decision due New Year
Contingency staircase delivered additional 35 skilled resources w/e 18 November from wider field and
planning teams
Day 8/14 improvement continues week ending 18 November, although lag original
recovery glide path
•
•
•
•
•
Original glide path targeted reduction to 10% by 4 November , 8% by 9 December
D14 currently 12.3% failure, confidence high we will enter Dec c10% and reach 8% (BAU) by
Christmas
D8 currently 22.7% failure, expect to enter December c.15% and get below 10% by Christmas.
Regional variances are still evident and are impacting recovery. Renewed focus with new regional
senior operations managers to increase day 8 focus and ensure return to 90% success rate by end
December.
Delivery performance maintained with CDD at 96%
Continued support from CP’s required around
•
•
4
Improved order quality to ensure work flows end to end in a fluid way incl full site and contact details
Avoiding and/or forecasting known regional high order volumes
Regional variation Heat Maps
Day 8
Actual vs Regional Glide path
Day 14
Actual vs Regional Glide path
National result 77%
National result 88%
81.7%
achieved
88.8%
achieved
76.2%
achieved
92.6%
achieved
82.7%
achieved
63.8%
achieved
96.4%
achieved
84.0%
achieved
66.2%
achieved
RAG status (snapshot 18/11)
Red > 5% below regional glidepath target
Amber < 5% below target & Green – at regional glidepath target or above
5
64.3%
achieved
88.5%
achieved
95.0%
achieved
82.6%
achieved
76.1%
achieved
RAG status (snapshot 81/11
Red > 5% below regional glidepath target
Amber < 5% below target & Green – at regional glidepath target or above
Ethernet - Provision Performance (Fibre)
•
OTD improving following lows in summer period
•
Movement of dates - manually tracking deemed
consent with trial customers. Ofcom review 4th Dec
•
Percentage Calls Answered (PCA)
remains strong
PCA Performance
6
•
Cycle times up since April - we are instigating a
further jeopardy check at delivery date minus 10 days
to ensure the order is still on track
•
If your order is business critical to meet CCD / brand
damaging, this can be escalated to High Level
Escalations (HLE).
Ethernet - Provision Performance (Fibre)
KCI3 Performance
•
OR KCI3 failure improving, 9.5% 4 week
average
•
Openreach now moving planning design work
around the UK, smoothing regional variations
•
More regular updates following Openreach reinstating their updates every 5 days post KCI3
KCI2 Performance
7
•
OR KCI2 failure improving, 9.4% w/e 23/11 –
lowest since June. Customer delays rising
•
Delays responding to emails - we are working
hard to address this.
•
Aim to reply to all emails within 24 hours
(Mon-Fri) and update KCI’s on the due day
Ethernet - Repair Performance
100
98
96
94
92
90
88
86
84
82
On Time Repair
Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12
On Time Repair Tgt
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
PCA
PCA 30 Calls Target
PCA 30 Calls Actual
8
On Time Repair Act
•
OTR 8% up on April, last 5 months >95%
•
PCA holding above 80% following issues prior
to August
•
Fault rate continues to fall, as self-serve fault
reporting now at 86% (53% May) and use of
diagnostic tool rises
•
Faults proved off BT Network still high at 70%
Broadband - Repair
3 December 2012
9
Broadband T2R – contact handling performance
Performance summary:
• Challenging period for service due to the prolonged
effects of the weather
• Propensity to contact and contact volumes have
significantly increased due to extended lead times on
repair and missed appointments
• Average handling time has grown in line with the need to
contact Openreach as lead times have extended.
10
Enabler
When
RAG
Maintaining key service levels
(PCA) during busy period
December & Q4
G
Contact reduction by KBD fault
type and additional guidance on
certain outcomes, e.g. RAD24
(automated port flex)
Through Q4
G
BTW queue dwell management
December & Q4
G
Broadband T2R – on time repair and fault performance
Performance Summary:
• As a result of the weather, Openreach performance has
resulted in an average repair time on the SFI product
between 1-3 days but typically toward the higher end.
• Increased volumes through July and August due to
lightning storms also caused increased queue dwells
due to increased levels of customer domain faults
• We are working with Openreach who are increasing
their engineering resource, to ensure as swift a recovery
as possible.
11
Enabler
When
RAG
1k additional recruits trained and
on the park in Openreach
Q3
G
Contact reduction by KBD fault
type and additional guidance on
certain outcomes, e.g. RAD24
(automated port flex)
Through Q4
G
BTW queue dwell management
December & Q4
G
Broadband T2R – improvement roadmap
FY2013/14
FY2012/13
Q4
Q3
Q2
Q1
Contact reduction (including supplier quality of notes)
Incremental
Fault Reduction
Incident Management
overhaul
Programmes to evolve into
FY13/14 roadmap
Slow speed and throughput fault improvement
KBD Accuracy Uplift & Enhancements
Transformational
Dwell management
KBD Overhaul – development and trial
Self-Serve - pilot
Business Zone –
improved online journeys
12
Full new deployment
Self-Serve – capability
development
Phase one capabilities
exposed
Business Zone deployment / enhancement
Broadband - Provision
3 December 2012
13
Broadband Provision – on time delivery and cycle times
Cycle Time
25.00
On Time Delivery
100%
99%
98%
97%
96%
95%
94%
93%
92%
91%
20.00
15.00
10.00
5.00
0.00
CT 20c Actual
CT 21c Actual
Performance summary:
•
•
•
Cycle times increased through the summer and autumn
months as Provision lead times were extended by our
suppliers as a result of the bad weather experienced across
the country and MBORC. Particularly affected were Sim
provides due to extended lead times on WLR3 and FFTC
because a managed install is required
On time delivery to the Customer promised date has been
impacted primarily by increased tail volumes ; the tail has
begun to close out in recent weeks as the work stack has
reduced.
November has seen performance stabilise ; lead times have
started to recover and on time delivery was moving up until
last weeks severe weather hit.
14
OTD 20c Actual
CT Fibre Actual
OTD 21c Actual
OTD Fibre Actual
Enabler
When
RAG
Openreach lead time reduction
Through Q4
G
BTW jeopardy management
December &Q4
G
Openreach Planning review
Through Q4
G
FTTC – Missed Appointments
Volume of Customer Missed Appointments
Volume of Supplier Missed Appointments
800
700
600
Total
Missed
350
300
100
250
Total
Supplier
200
Missed
Total
150
Customer Missed
100
Total
50
Missed
0
0
500
400
300
200
Performance summary:
• Supplier missed appointment volumes have increased
primarily due to the impact of bad weather.
• Customer missed appointments shows a recent
increasing trend.
• Openreach introduced a Copper pair quality test in
October and this has resulted in more delayed
provisions. The customers equipment was installed but
the copper pair required faulting and this delayed
completion.
15
565
No Access
5480
Customer
Readiness
Total
Customer Missed
Enabler
When
RAG
Openreach recovery plan
Now- early
December
G
Review and revise FTTC tentative
appointment process
December &
early Q4
G
Missed Appts prioritisation
December &
early Q4
G
Lead to Cash – improvement programmes for Broadband
FY2013/14
FY2012/13
Q4
Q3
Q1
Q2
Incremental
FTTC process review
Cancellations reduction programme
ELFs
Programmes to evolve into
FY13/14 roadmap
Proactive Jeopardy Management
Transformational
Sim provide process review
KCI // quality initiatives
Customer Self Serve
16
Business Zone deployment / enhancement
High Level Escalations
17
High Level Escalations
Incoming volumes – change in mix
Top 5 Drivers for HLE
100
Provision Delays
80
60
Total
Missed Appointments
40
20
4/13/2012
4/27/2012
5/11/2012
5/25/2012
6/8/2012
6/22/2012
7/6/2012
7/20/2012
8/3/2012
8/17/2012
8/31/2012
9/14/2012
9/28/2012
10/12/2012
10/26/2012
11/9/2012
0
Ethernet
Root Cause Analysis Governance
Weekly analysis and feedback to
BAU on Trends & Exceptions
End-to-end Complex Case
Reviews with our suppliers
Escalations of policy
requirements to Director forums
18
Drop in Connection Issues
Slow Speed
Failed installations
Over half of our volumes are provision delay related (planning
& missed appointments).
Our incoming HLE volumes have increased – the mix has
changed – we are now getting more Ethernet provision cases
that have a longer cycle time
Our response times have been impacted by a number of
factors, especially Openreach DSO response times. We are
working closely with Openreach and their glide path for
improvement is over the next few days
We have also recruited additional gatekeeping resources for
support. KCI – flexed as per needs of case
Glide path for reducing HLE Volumes
500
450
Escalations Sprint
400
Ethernet &
Jeopardy Mgt.
350
300
HLE Accepted
250
Target
Process improvements
200
Forecast
150
100
Openreach Recovery
50
0
Apr-12
May-12
Jun-12
Jul-12
Aug-12
Sep-12
Oct-12
Nov-12
Dec-12
Jan-13
Feb-13
Mar-13
Key areas being addressed in Q3:
• HLE team training – structured HLE training programme in Q2; product knowledge interventions in Q3
• Pan-product processes – focus on improving end-to-end processes when something fails on an
Ethernet order (with BTO and Openreach)
• REIN improvement Programme - trial to identify REIN in first visit in place; further improvement
workshops taking place now
• Missed Appointments – review taking place with suppliers to address (focus on multiple missed
appointments)
• Systems - a number of key tactical system changes and training interventions to aid BAU escalation
being delivered now
19
A reminder of our criteria and escalation paths
Operational BAU Teams
(CSP)
Operational BAU
Escalations (CSP)
High Level Customer
Resolution Team
In order to ensure that we are able to prioritise
and provide the best level of service to real
issues and escalations, we will be
gatekeeping the cases that arrive in our in box
Please help us by sending us only those
cases where you believe the criteria are being
met
20
Our Criteria – raise it with us when:
• There’s a Blue light issue (loss of emergency
services)
• There’s a Clinical Risk (impacting public health)
• There are severe financial implications,
reputation or brand damage
• When the available products (e.g. Expedite)
have been used
• The BAU escalation path has been exhausted
Contact via pro forma on btwholesale.com or
Email btw.hle@bt.com
Please send us all the details (circuits,
addresses, contact names and numbers) up-front
so that we do not lose any time.
Please quote our HLE reference number (once
issued) in the subject line at all times