BT & Openreach
Implementing the TSR Undertakings
Welcome
Agenda
10.30am
Welcome & Introduction
Jo Upward
10.40am
The Undertakings
Peter McCarthy-Ward/
Greg Mook
10.55am
An Update on Openreach
Implementation
Anne Heal/ Chris Jagusz
11.10am
Overview of Product Plans for Chris Jagusz
EoI
12.10pm
– LLU
Barry Jacques/ Paul
Barratt
– WLR (analogue & digital)
Martin Whewell
– WES & BES
Peter Newton/ Chris
Jagusz
– IPstream
Malcolm Austin/ Rob
Thomas
Break
Agenda
12.25pm
Management of BT Wholesale’s
Products & Portfolio
Overview of Product Plans for
Transparency
Angus Flett / Guy
Bradshaw / Rob
Thomas
– Partial Private Circuits
Guy Bradshaw/ Rob
Thomas/ Mike Ward
– DataStream
Guy Bradshaw/ Rob
Thomas/ Mike Ward
– Carrier Pre-selection
Guy Bradshaw/ Rob
Thomas/ Mike Ward
12.55pm
Systems Plans & Roadmap
Colin Windsor
1.15pm
Future Consultation &
Governance
Jo Upward
1.30pm
Q&As
1.45pm
Close (followed by Lunch)
BT Group
TSR Programme Office
Peter McCarthy-Ward / Greg Mook
Delivering the Undertakings
254 discrete deliverables
Each owned within a programme structure
Programme Offices in each Line of Business
Co-ordinated at Group Level
Fortnightly tracking – reporting underway
Gap analyses – local & central
Early deliverables ahead of schedule
Programme Governance
Programme Steering Group
Programme Office
Role: Executive Steering
Group level forum with overall responsibility
for direction. Reports to the BT Board
Operating Committee
Programme Board
Ensure best practice,
Track Progress, Manage Priorities
Resolve Project Issues,
Ensure Cross-Line of Business
Consistency
Programme Communications
Escalate where required to the Steering
Group
Expert Group
Interpretation
Trouble shooting
Validate projects/compliance
Helpdesk
Provide first line support to LoBs
Record advice given
Maintain Web Site – inclu.
FAQs/Advice register
Reporting
a) By project
b) By Undertaking owner
STEERING GROUP
LOB Programmes –
PROGRAMME BOARD
OC
Ofcom
EAO
Reporting
manage LOB specific &
input to/action from Group
& Horizontals
Programme Office
Global
Services
Tim Cowen
Retail
Duncan Ingram
General Counsel Director, Business
and Commercial Improvement
Director
Organisation dissolve and build
Consumption of EoI services
Openreach
Wholesale
Group
Steve Robertson
Bruce Stanford
Peter McCarthy-Ward
CEO
Director, TSR
Programmes
Director, Equivalence
Openreach Build
Brand
Address Matching
Culture
New products
Number Portability
etc
BTW Organisation
MIS security
Contract Management
Mechanism
NGN
Equipment Co-location
Leased Lines
Product Transparency
Culture
etc
Cross Group Co-ordination of Product Equivalence
Training
EAB/O Create
Code of Practice
Finance
Remuneration
schemes
Retail Undertakings Programme
Process &
ISD Link
Legal &
Regulatory
Compliance
Finance
People &
Comms
John Weaver &
Jeff Richardson
Products
Sales & Service
John Weaver
Operations & Behaviour
Steve Askew
Systems (& ISD Link)
Jacqueline Steed
N. Ireland
Alan Hall
GS Link
Graham Stanton
Richard Cooper
Andrew Parker
&
Alan Lazarus
Stef Norman
Neil Taylor
Charlie McKay
Undertakings Achieved

appointment of the CEO of Openreach (5.24)

establishment of the Equal Access Board and Office (10.1- 5)

publication of Estimated Space Availability Details (7.1.2)

Openreach brand developed in accordance with 5.48
The accommodation the Openreach top team will require has been
identified in readiness for delivering Undertaking 5.33.1
Openreach build on schedule
EAB Remit
 To monitor BT’s compliance with the Undertakings including:–
–
–
–
–
–
–
–
Undertaking milestone achievements
Equivalence KPIs
Soft KPIs: perceptions, attitudes, behaviours
Complaints (internal & external)
Assess breaches (material and non-material)
Review Openreach SLAs performance and response to SORs
Review SMP portfolio roadmap and investment
Review Code of Practice, training, etc etc
 Reporting…
– Regularly to BT Group plc Board, monthly minutes to Ofcom &
annual public report
EAB
Carl Symon
Chair
Sir Bryan Carsberg
Independent
Stephen Pettit
Independent
Dr Peter Radley
Independent
Sally Davis
BT
Key EAB Dates
2005
•
•
•
•
•
10 October
1 November
3 November
21 November
EAB members announced
EAB formally launched
First EAB meeting: introductions, governance, Code of Practice
Second EAB meeting. Openreach present their initial KPIs,
complaints handling policy
19 December Third EAB meeting. BTW and Openreach present their final KPIs
2006
•
•
•
1 February
April/May
June
BT reports first quarter KPI performance
EAB prepares first Annual Report to Ofcom
EAB publishes summary annual report
Openreach implementation
Anne Heal / Chris Jagusz
Building a better access network
higher bandwidth services
increased fault rate
greater demands
on field service
reduce fault rate
free up resources
network health
extended lead times
additional resources
reliable network
reduced lead times
Creating a new identity
Nov
HQ signage
Dec
Passcards
Jan 06
Website
Email domain
Stationery
Vans
Uniforms
Poster & press
PR
CP use of brand
CP toolkit
Generic copy
Organising our resources
CEO: Steve Robertson
Systems
Colin Windsor
Sales, Products
& Marketing
Anne Heal
Operations
Andrew Jones
John Dunn
Chief Engineer
Bob Cowie
Service
John Small
General
Counsel
Nigel Cheek
Equivalence &
Public Affairs
Emma Gilthorpe
Working with customers
Primary channel for its products; full service; active marketing and sales
Three approaches to account relationships for Openreach products
1
Buy only from
Openreach
Direct relationship with
Openreach only
Buy from Openreach
and other BT
2 businesses
Parallel relationship
with both
3
Buy products only
from other BT
businesses
Existing account
relationship only
Orders, faults, bills > deal directly with Openreach
Customer
communications
Nov
Dec
Full operation
Jan 06
Implementation
Mar 06
Overview of Product Plans for EoI
LLU
Barry Jacques /Paul Barratt
Local Loop Unbundling:
Product Plans to Deliver our Commitments
• LLU already has EOI
• Retail & Global buy SMPF/MPF identically to LLUOs
• IPstream must consume SMPF & MPF by EOI dates
• Ready For Service For New lines – 30th June 2006
• Installed Base Migration Complete – 31st December
2006
• “To LLU” Product Migrations with IPstream EOI dates
• Strategic systems needed to: – Deliver Industry & Wholesale volumes
– Implement process improvements
– Drive down unit costs – “zero touch”
Local Loop Unbundling:
Systems Enhancements
MPF/ASSURANCE
Phase 2
SMPF
Phase
1
Address Matching
Phase 0
(Q3) Sept- Dec 05 (Q4) Jan- March 06
(Q1) April – June 06 (Q2)June - Sept 06
Stand Alone
Address Matching
Service
XML
Interface
31st Dec
30th June
Pilot
Start
13th Feb
Pilot
Start
TBC
IPstream EOI
Launch
30th June
Launch
May - July
IPstream EOI
Launch
30th June
Local Loop Unbundling:
KPIs
The two key current KPIs related to
equivalence are as follows:
• Percentage of MPF and SMPF orders provisioned by
customer agreed date. This applies to all CPs including BT’s
downstream businesses
• Percentage of MPF and SMPF faults cleared within 40 clock
hours. This applies to all CPs including BT’s downstream
businesses.
Openreach will publish existing LLU KPIs to demonstrate
that Industry receives the same service as BT
Industry Consultation
• Existing Industry forums to continue
• No additional TSR meetings - handled through existing forums
• BTW to attend OTA and Industry forums
• Collaborative approach to continue
OTA
• OTA facilitation
OTA
Transition to LLU Executive Governance
LLU Executive
Formerly MBE
Office of the
Telecommunications
Adjudicator
IT Directors
Current LLU Governance
MBE
IT Directors
Programme
Management
LLU Industry
Group
Lisa Users Group
Plan & Build
& Backhaul
LLU Contracts
ECO Users Group
Tactical SIG
Product
Features
Strategic SIG
Commercials
Bulk Migration
Regulatory
21/11/2005
©OTA
Assurance
21/11/2005
©OTA
Office of the
Telecommunications
Adjudicator
In Confidence MBE/Ofcom
2
2
Programme
Management
Products
& Commercial
Operations
Tactical
Implementation
Group
LLU Contracts
Plan & Build
& Backhaul
Strategic
Implementation
Group
BES Contract??
Provisioning
Bulk Migration
MPF, SMPF,
Plan & Build
& LLU Backhaul
Product
SMPF & MPF
Users Group
Commercials
LLUO
Bi-Laterals
In Confidence MBE/Ofcom
Assurance
3
3
WLR (analogue & digital)
Martin Whewell
Retail
Service
Providers
WLR2
Wholesale
• Equivalence
delivered through
WLR2 product to
Service Providers
BT Retail
BT Wholesale
Network
• Over 2M PSTN
and ISDN WLR2
Lines
Retail
• Vertically
integrated supply
of BT Retail Lines
Retail
Wholesale Line Rental Market
- 2005
Access
Today’s Vertically Integrated systems and
processes......
[ROOT]
Computer
Customer Service
MIS
CSS = Workflow and Inventory
Billing
Repair
Provision
Work Manager
~33 Customer
Contact Centres
- ‘000s customer
agents
- ‘00s Products
- >20 Million
Customers
- Deeply
integrated
Systems
- Many Robotic
tools
- Millions of
Transactions
Daily
~ 40 Million
exchange pairs
- 23 Million
premises
- 1.8M provision
visits annually
• Existing
customers of BT
Retail may still be
managed by direct
access to CSS
Existing
WLR2
• From 1/1/07 new
end user
customers will be
provided through
EoI systems
Service Providers
BT Retail
WLR3
• Openreach will
supply WLR3
through equivalent
systems and
processes
New
Wholesale
Line Rental
2007-2010
BT Retail
• Migration will be
complete by June 2010
• ISDN line migration
complete by 2009
openreach
openreach
openreach
openreach
• WLR2 Product
withdrawal to be
agreed with industry
.....Major redesign required
[ROOT]
Computer
New Processes
for Customer
Contact Centre
Customer Service
MIS
Repair
Provision
Busines-ToBusiness trading
using XML
Billing
Retail CRM
BT Retail
Service Provider A
Service Provider B etc
Work Manager
MIS
Billing
openreach
BT Wholesale
will supply
components into
openreach
Core
Network
Access CRM
BT Wholesale
WLR3 improvements over WLR2
Key differences between products;
•
Operational interfaces redefined with emphasis on B2B trading
•
Processes redefined around “Dialogue Services” to allow
greater visibility and control
•
Address Matching and Appointing improvements built in
•
Pre-Validation and Inventory dialogues remove the need for
Like-For-Like transfers
•
“Keep Customer Informed” (KCI) touch-points proactively sent
•
Bus/Res distinction removed; differentiation provided by CP
•
Forecast driven prioritisation removed
But......
•
End user product specification unchanged
Consultation Milestones
•22nd Sept – SPF Commercial Group:
•12th Oct – Commercial Group
•13th Oct – FSPA Plenary
•20th Oct – Commercial Group
 Discussion of principles
 Working Party
 Update to industry
Product
 Draft
Description presented
•24th Nov - Commercial Group
Issue Product
Description
• From Dec 05
Weekly Process
Workshops proposed
•14th Dec -
IT Workshop planning
•Mid Jan -
BT Hosts IT Workshop
• Further IT Workshops to be scheduled
Wholesale Extension Services &
Backhaul Extension Services
Peter Newton/ Chris Jagusz
BT’s Undertakings: WES and BES
TSR Overview – what needs to be done
• Meeting the letter and spirit of the TSR obligations
Industry Agreement – Capturing Requirements
•
Please join existing WES/BES Forum exercise
Timeline and Milestones
BT’s Undertakings: WES and BES
• WES and BES EoI by September 2006
• WES A, WES B and WEES subject to request
• Several Backhaul Undertakings including
Aggregation
• IBMC date for BT’s relevant retail Ethernet-based
local area network extension service March 2007
Design Options being discussed with
Industry
• Wholesale Extension Services – Access
(WES-A)
• From End User site to Local Access Node
• Wholesale Extension Services – Backhaul (WES-B)
• From Local Access Node to Local Access Node
• From Local Access Node to Major Access Node
• From Local Access Node to CP PoP site
• From Major Access Node to CP PoP site
• Wholesale Extension Services – Aggregation
• Aggregation of smaller sites prior to onward backhauling
• Wholesale End-to-End Ethernet Services
• End User site to End User site
(WEES)
Proposed Timeline
20CN TSR Product Timeline
Initial
Phase 1
Industry
TSR agreed,
requirements
Forum
detailing BT’s
undertakings Consultation capture
complete
Session
C
G
A
Sep
22nd
05
Nov
14th
2005
Nov
30th
2005
TSR review by
BT / Industry
Consultation between
Industry and BT to
aide creation of
product definitions
(dates to be agreed
14/11/05)
Start feasibility
study for new
EOI products
based on
requirements
A
Dec
1st
2005
Industry submitted
SORs (with prioritised
requirements) by
30/11/05
The assumed notification period for Industry for changes depends
on whether it is a new product (28 days) or a change to an existing
product (90 days) - as detailed in the Leased Lines Market Review.
Start EOI
Solution
Designs
Start EOI
Development
Systems &
Process
Testing
Systems &
Process
Trial
Launch
new EOI
products
IBMC
(Migration)
Date
A
A
A
A
A
A
Jan
2006
Mar
2006
July
2006
Sept
1st
2006
Sept
30th
2006
March
31st
2007
BT to present results
of solution design to
Industry for Phase 1
Launch
BT to present results of feasibility study
to Industry for Phase 1 (30/9/2006
launch), detailing the specific products /
features which can feasibly be launched
in Phase 1. Phase 2 dates to be agreed
and confirmed.
BT to use formal
notification procedures of
product / price / contracts.
Dates to be confirmed
Please note that the launch on 21CN is
subject to the deployment of 21CN
NGN across the UK.
Building new products: TILLAP/ TILLBP
• Traditional Interface Leased Line Access / Backhaul Product*
PPC
Local
Exchange
NTE
TILLAP
X
Tier 1
Node
TILLBP
X
• Described in Undertakings
• Developed if demand exists
• Of greatest interest to network operators
• Customer meetings & industry consultation
* The situation is different for RBS.
Point of
Handover
CP network
IPstream
Malcolm Austin /
Rob Thomas
www.btwholesale.com
IPstream Broadband Equivalence
•
EoI for IPstream across BT Group: 31st December ’05
•
Actions
• BT Retail and BT Global will use exactly the same processes,
systems and procedures as all other CPs.
•
IPstream consuming SMPF/MPF:
• New orders 30th June
• Installed Base Migration Complete (IBMC) 31st December ’06
•
Actions
• IPstream Home & Office (ADSL) will consume SMPF
• IPstream Symmetric (SDSL) will consume MPF
• Consultation & discussion via Broadband SP Forums early in New
Year
IPstream Equivalence – 3 elements
Retail and Global –
consuming IPstream equivalently
1
OneIT Systems Plan
Front end Systems and
Process changes.
Training and Compliance
Wholesale
providing IPstream equivalently
2r
Systems and Process changes
requiring downstream and upstream
interdependent changes
2w
Communications Providers
consuming IPStream
Upgrade changes for
Communications Providers
(to match retail access)
3
IPstream Equivalence
Retail and Global –
consuming IPstream equivalently
OneIT Systems Plan
•Train c.4000 advisers
•Remove wholesale data from front end systems, change
processes and procedures (100 system changes, 10 main ones,
200 processes changed/modified)
•Embed compliance measures in systems and processes
1
Wholesale
providing IPstream equivalently
2r
Communications Providers
consuming IPStream
2w
•Increase capacity of B2B gateway
•Increase capacity of external availability checker
•Enhance processes to handle incompatible products
•Improved test and diagnostics
•Enhanced billing T&Cs
•Improved escalation process 3
3
System & Process Interdependent Changes
2w
• Customer Business to Business Gateways
Development to support increase in volumes via external interface for
provision, repair and test and diagnostics.
Removal of BTR/BTGS internal access to Woosh; eCo already compliant but
may need to support small increase of volumes.
• Customer Information
Development to support access via external website interface for availability
checker and Customer Reports (BBCR)
No daily increase of volumes but improvements to stability.
• Product Incompatibilities
Enhancement to existing process to ensure all cases are dealt with in an
equivalent manner.
Upgrade Changes for Communications
Providers
3
• Woosh Functionality
Improvements to ease of access for testing via btw.com, along with access to a
new functionality to enable batch session kill for all CPs.
Access to further diagnostic tools via btw.com are planned.
Customer Communication imminent.
• Enhanced Billing Terms & Conditions
Currently only one bill is provided per legal entity - in future, multiple bills will be
available for “accounts” provided there is physical separation between the
networks related to these different “accounts”.
Customer Communication being planned.
• Escalation Process – Provision and Repair
There has been a complete review of the BT internal escalation processes to
ensure compliance
Further internal communications and training has taken place
IPStream Migrations
Migration in
scope for
December
2005
From
Yes
IPStream
IPStream
Yes*
Yes
IPStream
Datastream
Yes*
•Standard lead times
Yes
Datastream
IPStream
Yes*
•Same order gateways
Yes
IPStream/
Datastream
SMPF
Yes*
•Same process for
migrating
Yes
SMPF
IP Stream/
Datastream
Yes*
•Same reporting
mechanisms
No
IPStream/
Datastream +
MPF
BTR PSTN or
WLR
In scope for
June 2006**
•Same pricing
No
MPF
To
IPStream/
Datastream +
BTR PSTN or
WLR
* Subject to outcome of validation process
** Subject to agreement with OfCom
Dec
2005
TSR
Compliant
•All Communications
Providers to
experience:
•Same systems
In scope for
June 2006**
Break
Undertakings Implementation
Management of BT Wholesale’s
Products & Portfolio
Organisational & Governance
Approach
Angus Flett /
Guy Bradshaw / Rob Thomas
Guiding Principles – a common baseline
Maintain operational
efficiencies, where no
conflict with
Undertakings
Meet both the letter
and the spirit of the
Undertakings
Transform into
a high-quality
and responsive
wholesaler
Design
implementation
in an efficient
manner
Drive changes in
both behaviour
and outcome
Product Management Organisation: Colour
Key
KEY: Four “Product” Communities
RED
BLUE
BTW CORE NETWORK SERVICES or
“BTW-CNS” (‘BTWS’ in the Undertakings)
BTW VALUE-ADDED NETWORK SERVICES
or “BTW-VNS” (‘BTS’ in the Undertakings)
GREEN BTW NEW & UNREGULATED SERVICES
or “BTW-UNS”
WHITE
SHARED FUNCTIONS (which support the
three product management units)
Product Management Organisation:
Separation framework Cameron
Rejali
Portfolio
Tarquin Bellinger
Product
Management
Angus Flett
Comm mgt
Cust exp -Other
Prog
mgt
Pricing
Programme
Management
Paul Banjo
Pricing
Prod
devt
BTW-CNS
Prog
mgt
Pricing
BTW-VNS
Prod
devt
Prog
mgt
Pricing
BTW-UNS
Prod
devt
Angus Flett
Director, Product Management
Guy Bradshaw
(Acting)
BTW - New &
Unregulated
Services
Don Peacock
PRICING
BTW-UNS
Guy Bradshaw
Customer
Experience
Andy Jugg
BTW-VNS
IPstream &
Voice
BTW--VNS
Rob Thomas
BTW-CNS Datastream
& Data
Andy Kennedy
Commercial
Management
BTW-CNS
Mike Ward
Acting
BTW-CNS Interconnect
Paul Banjo (NDH)
Director, Product Development Programme Management
Pete Burrell
Customer
Experience,
Process & Trials
Steve James
Pipeline
Management and
Key Programmes
Keith Edwards
BTW-UNS /
Applications Product
Development
BTW-CNS
Development
& Launch
BTW-VNS
Development
& Launch
Andy Wyatt
Information flows (Common functions are fundamental to ensure
data separation and control)
Information
Product KPI’s, Product Plans, Development KPI’s, Business cases, Pricing papers, MIS
Common functions
Commercial
Management
BTW-CNS
Customer
Experience
Pricing
BTW-VNS
Pipeline
Management
Portfolio
BTW-UNS
Overview of Product
Plans for Transparency
Mike Ward / Guy
Bradshaw / Rob Thomas
TRANSPARENCY
For PPCs, CPS and DataStream BT shall:
• within three months of these undertakings taking effect provide
sufficient transparency to other Communications Providers (CPs) to
enable them to identify and understand any differences between the
matters BT is required to list in its reference offer pursuant to the
relevant SMP condition in connection with the above products and
services which it provides to other CPs and the comparable products
and services that it supplies to itself;
• use reasonable endeavours at all times to resolve any outstanding
issues with any other CPs concerning the provision of [those products]
to that CP
For TILLAPs/TILLBPs:
• ensure the costs attributable to TILLAP/TILLBP (when provided) form
part of the cost stack for BT’s relevant PPCs
DataStream, PPCs and
Carrier Pre-Select (CPS)
DATASTREAM IROs
• Two Internal Reference Offers (IROs)
• “BT Datastream ADSL and BT’s Internal Arrangements for
Network Access “, and
• “BT Datastream and BT IPstream ADSL Virtual Paths and
BT’s Internal Arrangements for Network Access”
• The two current IROs can be found on:
•
www.btwholesale.com [log-on]
> Broadband > Products > BT Datastream > Terms and
Conditions
Italics added
DATASTREAM – Progress report
•
June 05
15/9 – 21/10
1/12 – 15/12
22 Dec
2005
Issue
IROs v1
Commence
Respond to
Customer feedback
Publish
IROs
Consultation
Consultation process
•
15/09/05 – 21/10/05
Invited Customer Feedback
•
24/10/05 – 01/12/05
BT will review all feedback and update IROs
•
01/12/05 – 15/12/05
Respond to customer feedback
•
We received feedback from 6 Communication Providers
and, in total, there were approx. 50 questions raised
•
Publish updated Datastream IROs – 22nd December 2005
DATASTREAM ISSUES MANAGEMENT
BT Wholesale procedure introduced to track and manage
customer Datastream raised issues.
BT Wholesale Account Managers will register the Issue on
behalf of the customer and provide feedback
Communications to BT Wholesale Account Managers to be
completed early December with process formally launched by
the 22nd December 2005
DATASTREAM – next steps
BT will continue to engage with industry via the following
processes and fora:
SoR process (via Account Management teams) for
Datastream
Consult21 process for Datastream futures
www.btwholesale.com
PPCs - IRO
22 Sept
05
4 – 31 Oct
05
22
Dec
2005
• 4th October - Draft Internal Reference Offer (IRO) published
to Industry for comments
• 14th October – Formal response to Replicability consultation
document
• 31st October – Industry comments on draft IRO
• 22nd December – IRO published to Industry
PPCs - Issues Management
• Specific information and examples of how we provide
comparable products to ourselves.
• Links to a number of websites and documents which provide
significant detail on our internal arrangements
• Ability to provide customers with sufficient information to
enable them to raise informed questions and issues should
the need arise.
PPCs – next steps
PPC Product Team will be engaging with Industry &
Ofcom in the following forums:
• Quarterly Industry Forums
• PPC / Ofcom quarterly Forums
Issues raised at these meetings are discussed,
logged and investigated, resulting in a conclusion
satisfactory to both parties.
www.btwholesale.com
CPS
• As CPS is not supplied internally there is no need for
an IRO.
• BT is however required to address customer issues
and this process is well advanced
www.btwholesale.com
CPS - Issues already addressed
What has changed?
• CPSOs now able to place CPS Orders on Saturdays
• CPS Gateway SLAs new targets at 98% (up from 90%)
• BTR now required to follow forecasting regime as documented in
the CPS Process Document and forecast CPS “Return to BT” orders
• BTR now charged for CPS “Return to BT” orders
• Complete list of “conflicting products” now on BT Wholesale CPS
web page
All the above changes are already in place and being utilised
www.btwholesale.com
CPS Issues
What is planned to change?
• Availability of the NAD to help with “Post Code” mismatch rejections
This will be available from December 2005 (this is the address
matching service)
• Migration of customers between “Calls Products” and “Calls
Providers”, to include a “bulk” capability
This enhancement is currently in design and planned for launch April
2006
• CPSOs will have the capability to manage Change Of Address
(different number) orders
This enhancement is currently in design and planned for launch
August 2006
www.btwholesale.com
CPS
What is currently being investigated?
•BT is investigating the possibility of giving CPSOs the capability to invoke
“Cancel Other” via the CPS Gateway
This requirement is currently subject to a feasibility assessment, due to
report in December 2005
•BT and CPS Industry have suggested a review of the “reasons for
rejection” of CPS orders
The Industry have agreed that this activity should be carried once the
WLR3 rules have been understood and agreed, expected mid to late
2006
www.btwholesale.com
CPS – next steps
BT will continue to engage with industry via the following Industry
forums;
• Ofcom Service Providers Forum • WA and CPS Commercial Group • CPS Process Group • WA and CPS IT forum • CPS Order Desk Managers Meeting -
Quarterly
Monthly
Monthly
Monthly
Quarterly
Issues are raised at these meetings and discussed on an Industry wide
basis, resulting in the implementation of enhancements to the product
and/or system.
www.btwholesale.com
Delivering the
TSR - systems
Colin Windsor
Delivering the TSR - A major systems opportunity…
• Move from product silos to platforms, independent of
customer, product and organisation
• Unify the customer experience
• Increase the pace to the 21 CN architecture
• Design for an end to end, right first time approach
• Design for scale, test and resilience
Platforms
Customer
Experience
21 CN
End to end
monitoring
Integrity and
Scalability
... but a major systems programme
Develop
Infrastructure and Deliver
2005
Retail
Wholesale
Openreach
Global
2006
• Build systems infrastructure to support the retail
customer base
• Re-engineer 200+ processes
• Retrain customer centers
• Remove access to CSS
• Plan for the migration of the 20+ million customers
Customer
Migration
2007
2008
2009
• Retrain customer centers
• Migrate 20+ million customers
• Scale systems
• Change systems for equivalence
• Open up systems to enable Openreach to
trade
• Design 21CN future products for
equivalence
• Build systems infrastructure to provide support to
BT and industry to the Openreach products (LLU,
WLR, WES/BES)
• Build infrastructure to ensure Openreach can
operate as a line of business
• Ensure that systems maximize the synergies in
uniting the field force
Equivalence trading of products
• Scale systems to support industry
• Systems separation
TSR Undertakings to end Dec 2006
Undertaking
Downstream BT consuming
IPstream
Address Matching Service
Openreach as a separate
accounting entity
Ipstream consuming
SMPF/MPF
Real-Time Appointing
improvements
EtherNet (WES/BES)
BTRetail to use SPG for
transfers
Downstream BT consuming
Analogue WLR for PSTN
Date
Systems Impact
RFS 12/2005, IBMC 12/2006
Medium/High
1/1/2006
Low/Medium
1/4/2006
Low/Medium
RFS 30/06/2006
IBMC 31/12/2006
1/7/2006
High
(medium 21CN impact)
Medium
RFS 09/2006, IBMC 03/2007
High
(high 21CN impact)
1/1/2007
Low
RFS 06/2007 (BHAG 12/2006)
IBMC 06/2010 (BHAG 06/2009)
Very High
(low/Medium 21CN impact)
Changes to enable equivalence
• Products now layered.
• Gateways : Volumetrics
• Gateways : Downstream BT to use red side access
• Need to restrict systems - CSS/COSMOSS direct access
• Regulatory Audit – Open and Transparent working
• Field Service processes to change to become fully equivalent
• Equivalent product Service Wraps
Openreach - Commitments
• Ofcom also require full physical data separation between
Openreach and the rest of BT by end June 2010
• Additionally, Ofcom have set dates for “logical” separation of
data
• Full systems separate in Openreach by June 2010
Delivering
Equivalence
Architecture
Colin Windsor
Today Non-EoI Simplified Architecture
Classic
PIP
Fastservice
Etc
Expedio
Converge
e-CRF
BT Retail
/GS
customers
Minerva
OneSiebel
ECo-X
Cosmoss
CSS
Etc
PACS
SMART
Siebel
etc
Flowstream
CSS
Billing
BPS
NCAS
orchestration
Gateway
Portal
Siebel
Eco-BB
Flow/
CSS
Vserve
PACS
Space/CSS
Eco-LLU
INS
CSS
SPG
BPS
NCAS
CSS
CPS/NP
BTW
Customers
INS
CSS
BB
SMPF
Comms
Providers
Vserve
Eco-X
CSS
COSMOSS
Simplified EOI Architecture Openreach/BTW
Comms
Provider
(incl
Retail)
Customer
Mngt
(Siebel)
IPstream
Gateway
Portal
Billing
(Geneva)
Service
Fulfilment
Assurance
etc
(Clarify)
BTW
EOI
SMPF/MPF
WLR Calls setup
LLU
Comms
Provider
WLR
WES
Gateway
or
Portal
Customer
Mngt
(Siebel)
Billing
(Geneva)
Dialogue
Services
Service
Fulfilment
Assurance
etc
(Clarify)
Access
&
Backhaul
Openreach
Openreach
Target Architecture
Customers
B2B
OR Firewall
Portal
Dialogue Services
Line Qual.
Services.
Address
Services
OR CMC
Appointing
Services
Diagnostic
Services
Order
Orchestration
Billing
Number
Portability
WES/BES
Fulfilment
Route
Mgmt.
WLR
Fulfilment
Network
Inventory
C.R.M.
LLU
Fulfilment
Workforce
Mgmt.
Trouble
Ticketing
Fallout
Mgmt
Assurance
Monitor
Progress
Line Test
Service
Inventory
A new approach to working in IT
• Changing delivery culture in BT
– Internally Focused to Customer Focused
– From traditional waterfall methods to agile methods
• Customer Focused
– Communicate effectively (often and openly)
– Collaboration at all stages
– Transparency on what is happening internally
– Integrated approaches (testing, deployment etc)
– Think Customer e2e
CP - Collaboration Forums
Interfaces
Processes
- Interface Specification
- Message Definitions
- Error Handling
- Error Codes
- To Be Processes
Deployment
Interface (Web Portal)
-Agree strategies
-Pilot TOR
-Trial TOR
-Operator Cut-over
Collaboration Web Site
- documentation
- test stubs
- known problems
- FAQs
- feedback process
- Online Rules
- Look and feel
- Prototyping
Testing Approach
- Identify Lead Operator
- Agree success criteria
- Develop test cases
- Agree environments
- Agree Test Plan
Delivery Method
• Deliverables will be focused around 90 day cycles
• Each 90 day cycle considers
– Requirements
– Development
– Deployment
– In parallel
• Requirements gathered using collaboration forum
• Hot House used to define the How
• Directly with the CPs on the How
• Early exposure of functionality and interfaces to CPs
• CPs invited to Hot Houses
• Scope Bank to manage scope
Over Riding Principles
• Equivalence Management Platform – equivalent to all!!!
• Common COTS products supporting all products (Siebel, Clarify,
Geneva)
• System which is independent of product, customer and
organisation
• Target for straight through processing
• Horizontal scalability
• Resilience and Failover
• Design for Test
• Reference Architectures Available
• Staged Migration for CPs
• 21CN Cognizant
Future Consultation &
Governance
Jo Upward
Future Consultation
•We are committed to a series of Consultations
•We want to understand your issues and we want your
feedback.
– Product issues
– Systems development & integration
– Identity, branding & mass market communications
– Customer facing processes & behaviours
– KPIs (on hard & soft issues)
•Through events, bi-laterals and questions received
tsr.questions@bt.com.
Consultation Framework & Timeline
October 2005
November
2005
December
2005
January &
February 2006
March & April
2006
April 2006
onwards
Consultation/ Communication
• Channel management
• Events & Customer Meetings
Communication
• Product equivalence
• Customer & Mass market
communications
Review (of Issues)
• Identify topics for Consultation
• Agree owners
Consultation (on agreed topics)
Using existing Industry Bodies & new
Working Groups where necessary.
Review & Measurement
Specific Consultations
• Quarterly Review Events
• Exchange Space
• Focus groups
Working Group Structure
& Governance
• We plan to utilise:
– existing Industry Groups wherever possible.
– existing Openreach or BT Wholesale representatives
would continue to represent BT on these industry forums as
experts & ‘buddies’.
• We will identify focused topics which we may decide to run
dedicated and defined consultation working groups
– new Industry Groups (and buddies) may be required for a
defined period.
•We plan to run Quarterly feedback events to update progress
– we expect this to start at the end of February
Close
Jo Upward
Your Feedback is important
tsr.questions@bt.com