4th October 2012
Breakout session – Auditorium
Session 1:
KBD Overhaul
Self-serve
KBD OVERHAUL & SELF SERVE
ISP FORUM – OCTOBER 2012
James Lamb
KBD and Test & Diagnostics Manager
BT Wholesale, Service Operations, T2R
KBD OVERHAUL
James Lamb
KBD and Test & Diagnostics Manager
BT Wholesale, Service Operations, T2R
KBD … feedback from Customers
• Current diagnostic time averages 6 mins.
Takes Too Long!
No Non-Interactive
Option
Inefficient
No Non-Intrusive
Option
• Customers want to hit a button and get a diagnostic result. They don’t want
to answer many questions.
• Some tests currently performed serially.
• Some tests are executed when not necessary.
• There is no option to do non-intrusive testing on a line first. Hence Customer
needs to spend time calling end-users on alternate numbers when testing
the line.
Too Many Outcome
Codes
• Hundreds of KBD outcome codes.
• Simplified/rationalised/tightened up.
Diagnostic Accuracy
• Must be above 90%
• Consistent fault baseline.
From CustomerFeedback
ServicEdge Review 14/03/12
THE PROPOSAL
Existing KBD
Simplified KBD
A number of structured questions
adding to test execution time
Non-interactive model during test
execution. Fewer questions asked
upfront .
Large number of outcome codes (220)
Lesser number of outcome codes (90)
across WBC Copper, FTTC and FTTP
Large number of workflows (38)
Reduced number of workflows (13)
Outcome codes follow Test specific
notation
Outcome codes categorized in
domains like Home, Network, Access,
No Fault, Further Diagnostics which
aligns outcome codes with localized
domains
Complex and Heavy
Light weight and simpler
Copper Line Test called in 29 places in Copper Line Test called in only 3
workflow
places in workflow
Uncommitted
New KBD Plan-on-a-Page
Q2/1213
July
Aug
Q3/1213
Sept
Rel AD
Concept
Rel AF Designs
Oct
Nov
Rel AE
Rel AG Designs
Q4/1213
Dec
Jan
Feb
Socialise concepts with
Customers and Suppliers
Capture feedback
to improve concept
designs
Mar
Rel AF
April
Rel AG
Rel AH Designs
 Scope = WBC &
NGA
Socialise concepts within BTW
Q1/1314
 New KBD
Standalone Tool
(not integrated with
T2R journey)
 KBD Test History
Retrieval
Simplification
May
Rel AH
 CC-SFI standalone
Functionality
 Customer Migration
to New KBD
 New KBD
integration with
Portal Journey
 Replace OSC
 New KBD
integration with
XML / Sentry /
B2B journey
 T2R / L2C journey
improvements
 KBD fine-tuning –
iteration 2
 KBD fine-tuning –
iteration 1
Trial 1
 Controlled trials to
test KBD Logic with
BTW & Customers
 Co-Lo approach,
Feedback and
Continuous Fixes
Delivery dates are NOT confirmed.
ServicEdge Review 14/03/12
June
Trial 2
 Controlled trials to test
KBD Logic with BTW &
Customers
 Trial Customer migration &
in-life experience
 Co-Lo approach, Feedback
and Continuous Fixes
THE BENEFITS
Diagnostic Cycle
Time
• 20 to 40% diagnostic cycle time reduction for Customers
• People/Resource Savings
Engineering Visit
Reduction
• Reduction in CCSFI i.e. truck rolls by disassociating the
CCSFI process from KBD.
Cost Reduction
Customer
Experience
Diagnostic Accuracy
• Simpler Cleaner Interface - Rationalised systems and flows
20/21C
• Faster future development enabled through new clean
code/logic base.
• Rationalised KBD outcome codes (Localised).
• Non-interactive/Slicker
• GUI Simplification/Enhancement
• Aim to maintain accuracy through programme
• Aspiration to increase based upon new KBD diagnostic
baseline
ANY QUESTIONS?
If you would like additional Information or have any further questions, contact;
James Lamb
KBD and Test & Diagnostics Manager
BT Wholesale, Service Operations, T2R
Telephone:
07713 265365
Email:
james.f.lamb@bt.com
SELF SERVE
James Lamb
KBD and Test & Diagnostics Manager
BT Wholesale, Service Operations, T2R
Capability
Self Serve Benefits
Hot VP/VLANS
(Cu)
DLM - direct access to affect profiles
(Cu)
BRAS Profile Mismatch
(Cu)
TAM Test
(Cu)
'TAM Test'
(Fibre)
TRDB
(Test Retrieval Database)
RRT-1 - Self Serve
Cu & Fibre
Radius Logs
(IP Connectivity)
Port flex/reset - standalone
Cu & Fibre
Common fault (e.g. EMU)
KBD super-lite
1. Reduction in time, information available to Customers
2. Reducing the need for Customer contacts into BTW
1. Customer control of EU DSL profile to either optimise performance or stabilise service in a fault scenario.
2. Accommodates Customer own CPE/chipset given that the product is 'wires-only'
1. Allows Customers to throttle downstream speed to align with the Sync Speed of the EUs router.
2. Reduce First or Second cycle faults by managing throttling without having to report a fault into BTW
1. Customers will have the capability to test the network and confirm whether the End User is configured correctly where an IP connection issue
is being experienced.
2. Allow Customers to confirm the DSL, ATM, PPP and IP layers are functional between these points including QoS tests.
1. Discussion required with Supplier - Openreach
2. SoR
1. TRDB will assist Customers in normal first cycle or repeat type faults.
2. The database will provide records of test results to assist in repeat type faults
1. Customers able to do meaningful and accurate diagnostics for EU Home and Access domain issues.
2. RRT data over 28days with near real time data will provide greater confidence to progress CCSFI or Boost orders for Openreach
investigation
3. Offers Customers greater control and confidence to manage Home related problems with EUs
1. Customers can view data longer then 24Hrs (up to 48Hrs)
2. Including whether any IP (Internet Protocol) session connectivity has occurred or ‘Worked’ (not currently connected) or ‘Working’ and how
long that working session has been established.
3. The IP Connectivity Log data, however will be 10-15 minutes behind so is close to real time.
4. Show any attempts to connect, short sessions (potential intermittent IP connection issue) etc.
1. Reduction in cycle time – queried time to resolve. Following TOR how quickly is this passed back to CP when successful?
Provide Customers with greater visibility of BTW's EMU notifications
1. Quick and easy standalone check to confirm any account, network or connectivity issues that may be impacting the ADSL Broadband or
FTTx Broadband service.
2. Substitute for the standalone IP and Status Checks
3. Faster and more accurate identification of connectivity issues.
4. Optimises test performance by using logic to determine what checks are required and will run tests in parallel where applicable.
Batch Testing - Post outage
Access to near real-time performance data
Cu & Fibre
Performance Test Result
CCSNR
Cu & Fibre
Fault & Order Tracker Dashboard
(Jeopardy Management)
KCI overhaul on journeys
1. Results available in TRDB
2. Visibility in other Tools.
1. Available in near Real time
ANY QUESTIONS?
If you would like additional Information or have any further questions, contact;
James Lamb
KBD and Test & Diagnostics Manager
BT Wholesale, Service Operations, T2R
Telephone:
07713 265365
Email:
james.f.lamb@bt.com
Breakout session – Maple Suites
Session 2:
Broadband retirements – alternative products
surgery
ISP Forum- Product Matrix Workshop
October 2012
TIMESCALES
Date
30th June 2011
July 2011
By 31st Dec 2011
Datastream
Datastream retirement notification
issued
Began CPs’ requirements capture
First exchange-based stop sell sixmonth notification issued
No further supply of new EU access
or new VPs - nationally
By 1st November 2012
By 30th June 2013
First exchange-based stop sell
begins as notified
Datastream retired within WBC
footprint
By 31st October 2013
31st March 2014
Began CPs’ requirements capture
No further supply of new CALs and –
ATM Access ports nationally
By 1st May 2012
June 30th 2012
IPstream & IPstream
Connect
End User Access
Datastream & Datastream SDSL
retired nationally
First exchange-based retirement of
service begins as notified
Retired within WBC footprint
NOTIFICATION TIMELINE & PROCESS
Nov 12
6 Months
Oct 13
Stop Sell
12 Months
Stop Sell
Notification
Product Closure
Nov 12
May 12
6 Months
Nov 13
Stop Sell
12 Months
Stop Sell
Notification
Product Closure
Phases 3 & 4
Sep 12
Phase 6 Exchanges
Phase 2 - 425
Exchanges
Phase 1 - 425
Exchanges
May12
Mar 14
Oct13
13 Months
Stop Sell
Notification
Stop Sell
5 Months
Product Closure
Product Replacement
Current Product
Datastream 1:1
contention within
WBC footprint
Proposed Solution
Commercial Benefit
WBC with Real Time
QoS
Datastream – c.£122 for 1Mbit/s user
WBC – c.£66 for 1Mbit/s dedicated RTQoS user
incl WBMC shared costs
Comments
Guaranteed delivery
through the network via
packet marking
Datastream in final
IPstream Fixed Rate
10% footprint
Ipstream is utilised for
VoIP calls currently
EFM
Bonded services
(multiple
n x cost of single WBC service (n x £5.88 plus
Multi-link PPP on WBC WBMC bandwidth and EU costs)
Datastream lines
combined to create
WBC – c.£66 for 1Mbit/s dedicated RTQoS user
Single WBC with RTQoS
a faster access
inc WBMC shared costs
service)
Fibre
WBC FTTC 40/10 product is £14 pm rental
Datastream – c.£175 p.m. for 1Mbit/s user, VP,
CAL
WBC with Annex M
WBC – c.£73 for 1Mbit/s dedicated RTQoS with
Annex M (includes WBMC BW and EU costs)
SDSL
Would require WLR (~£10 p.m.) and new CPE
EFM
Fibre
WBC FTTC 40/10 product is £14 pm rental
Fixed Rate
No additional charge – Standard £5.88 & £48.55
Datastream/
WBC Fixed Rate
per Mb
Ipstream
Datastream/
WBC
£5.88 & £48.55 per Mb
Ipstream Max
All options increase
potential speed of
broadband
ML-PPP option may
require enhanced CPE and
special LNS config
ServicEdge Review 14/03/12
Provide increased
upstream speed in those
available exchanges
Trials in Q3 aiming for Q4
launch
BAU
Real-Time QoS – Summary of Features
Benefits
Features
Network Performance
Availability
Key Considerations
• Allows important time/quality critical traffic to be prioritised
• Minimises packet loss, jitter and delay
• Enables customers to provide assurances against applications like VoIP and Video
Conferencing
• Utilises the industry standard ‘Expedited Forwarding’ (EF) DSCP marking
• ‘Traffic is strictly prioritised in the downstream direction within the WBC network
• WBC network congestion is heavily asymmetric in the SVLANs, thus upstream is not
congested and does not require strict prioritisation
• BT Wholesale monitor network performance using independent third party robots
(Epitiro). Packet Loss no greater than 0.1%
• Round Trip Delay (latency) no greater than 30milliseconds
• Jitter no greater than 15milliseconds
• Available on WBC ADSL2+, FTTC and FTTP
• £3.50 for 1Mb per end (at launch) user plus £53.55 per Mb contracted bandwidth
(WBMC Shared)
• Recommended ADSL Annex M is consumed to optimise upstream bandwidth
• Recommend Super Stable or Custom Dynamic Line Management profiles are used
• CPs need to ensure their End User’s CPE supports Real Time prioritisation in both
upstream and downstream directions.
Dynamic Line Management (DLM)
ADSL1
ADSL2+
Benefits
Upstream problems managed
through downstream DLM
changes
Separate upstream and
downstream DLM changes
No loss in downstream
speeds for upstream problems
Limited set of profiles
available
Increased set of profiles both
fully rate adaptive and banded
Allows DLM to better manage
more severe line issues
Limited level of interleaving
available
Multiple interleaving levels
and much higher protection
Improved impulse noise
performance
Interleaving cannot be
removed by DLM when noise
improves
Where “Auto” is selected &
interleaving is applied, can be
auto-removed if noise
improves
Improved rates when
interleaving not required
Limited control over DLM
More custom control over
DLM
Allows customer to tune DLM
for specific service
Slow to react to problems and
improvement
(2 days and 14 days)
Faster to react to problems
and improvements
(2 days)
More reactive to changes of
line conditions
ServicEdge Review 14/03/12
Annex M– Summary of Features
• Optional feature of standard WBC end user lines
• Permits higher upstream rates
Benefits
• Extends theoritical upstream speed to 2.5Mb
• 1Mb on Annex A
Features
•
Network Performance
Availability
Key Considerations
This is achieved by allocating a small part of the bandwidth that would normally be
used for the downstream channel to the upstream
• Results in a slight decrease in downstream rate
• Available on WBC ADSL2
• £7 per end user per month
• Can be used in conjunction with Real Time QoS
• Annex M can only be used on loops which are 38dB or shorter in length
• Due to regulatory restrictions
Back-Up
How RTQoS Works
WBC Network Prioritisation:
1.
Real-Time QoS marked traffic (‘Expedite Forwarding’ – Industry standard DSCP mark EF) arriving
from the CP’s network in the downstream direction will take priority at the Aggregation Point over all
other traffic as it flows to the BRAS.
2.
Traffic marked as real-time will have first access to the SVLAN during the queuing process, with the
BRAS ensuring that all RTQoS queues are emptied before the best-efforts class is served.
3.
Each SVLAN will have a maximum RTQoS partition. This partition will ensure that bandwidth is
reserved for real-time traffic when required.
4.
Traffic that exceeds RTQoS Contracted Bandwidth at the AP will be treated as RTQoS Burst
Bandwidth. Customers are responsible for determining the level of traffic being prioritised and
appropriate capacity.
5.
Traffic that exceeds the End User Contracted Bandwidth will be discarded.
RTQoS – Host Link/AP Bandwidth Utilisation Benefits
Network without RTQoS
• CPs wanting to ensure all of their End Users
critical data is transmitted during the busiest
periods would have to purchase significantly
more bandwidth in-order to provide
generous planning rules against peak
utilisations.
Network with RTQoS enabled
• CPs can ensure that during the busiest
periods their end users critical data is
prioritised and transmitted without delay or
loss.
• CPs would not need to provide generous
planning rules to protect business data, thus
reducing the overall best efforts bandwidth
required.
RTQoS Components
Components Ordered Separately
•
End User access bandwidth
•
Contracted bandwidth at the WBC Aggregation Point / WBMC Host Link
WBC Aggregation Point/
WBMC Host Link
Best Efforts
Subscription b/w
Router
xDSL Line
BTW Core
Total b/w
Real Time
Subscription b/w
XML, Portal
End User Access Options
220 kbps
350 kbps
700 kbps
1000 kbps
1300 kbps
…
4900 kbps
Variety of options to support different
codecs and multiple lines
XML, Portal on WBC
Bandwidth
Subscriptions
1Mbps
2 Mbps
3 Mbps
…
500 Mbps
Subscriptions are
additional to the BE
existing subscription
RTQoS Pricing
WBC and WBMC EU Access Pricing
Per Month$
220kb
350kb and 700kb
1.0 and 1.3Mb
1.6 and 1.9Mb
2.2, 2.5 and 2.8Mb
3.1, 3.4, 3.7, 4.0, 4.3, 4.6 and 4.9 Mb
$End
price
Occurrence
£1.50
£2.50
£3.50
£7.50
£15.00
£20.00
Monthly
Monthly
Monthly
Monthly
Monthly
Monthly
User Access is free of charge during Early Market Deployment
WBC AP Bandwidth
RTQoS AP Contracted Bandwidth
RTQoS AP burst bandwidth band A - up
to & incl 10% above contracted
RTQoS AP burst bandwidth band B over 10% above contracted
price Per Mb Occurrence
£45.00*
Monthly
£45.00
Monthly
£80.00
Monthly
*The WBMC bandwidth prices will be as above plus £8.55 per Mb per month
Basic Overview
DLM is an active line management process that monitors performance
and automatically re-configures a line when needed
Detailed line performance information is captured on a daily basis
DLM categorises each line daily based on this information
Primarily uses errors and re-trains in this categorisation
Limits (thresholds) are set on these metrics to determine good and bad
performance
A line is re-profiled if needed
Upstream and downstream are categorised and re-profiled
independently
DLM learns from the changes it has made based on a historical view of
how the line has performed
ServicEdge Review 14/03/12
Dynamic Line Management (DLM)
Monitor
Re-profile
Analyse
Performance
score
ServicEdge Review 14/03/12
Annex M performance
2000
Basic ADSL2+
Annex M
1800
1600
Data rate (kbps)
1400
1200
1000
800
600
400
200
0
5
10
15
20
25
Loop loss (dB at 300kHz)
ServicEdge Review 14/03/12
30
35
40
Breakout session – Auditorium
Session 1:
Broadband retirements – Migrations Surgery
How to migrate from 20C to 21C
30
Migrations Context
-
-
BT Wholesale is looking to close down the 20C network
- Datastream will be retired
- IPStream will be retired in the WBC footprint
WBC is the suggested replacement product for most 20C users
Aside from the retirement of the 20C products, there are other good reasons
to move users to WBC
- WBC is faster than the 20C products
- WBC is cheaper than the equivalent 20C product
-
We are looking at ways to improve the migration journey
31
Migrations to WBC
Two processes available:
- Singleton process:
- £11 per order
- 5 day lead time on orders
- Customer determines the exact date of migration
-
32
Bulk migration process
- Free
- 12 day lead time on orders
- Requires forecast into BT Wholesale 8-12 weeks before migrations start
- Openreach determines the date on which the migration at a given
exchange will take place
- Only offered where BT Wholesales demand for migrations at an exchange
>10 users
Bulk migration process enhancements
Last day for forecast
submission to BTW by
customers
-8wks
-7wks
Bulk migration allocation
returned to customers
-6wks
-5wks
-4wks
Last day for order
placement for 1st day of
migration month
(12 day lead time)
Migrations start
-3wks
migration
month starts
-2wks
-1wk
Migrations
timeline
Change request
submitted
Managed forecast process
Change request
response
Managed order process (trial)
-
Reduces forecast -> allocation fallout by >15%
Simplifies forecast process for our customers
Engineers forecasts to fit exchange capacity
Ensures CP forecasts fit within Openreach resource
constraints
Recognises minimum 10 requirement and coordinates across multiple CP forecasts to achieve
33
-
Simplifies bulk migration process further for
customers
Further process enhancements
Left-in Jumper top-up process
- Currently being trialled with Openreach for where BT Wholesale forecast 10 or more
migrations but <10 orders are placed
- Proposal is to top-up the migration orders with orders to remove Left-in jumpers
- Prevents the need to cancel the migration orders
- If trial successful may look to extend to allow mop-up of end users prior to IPStream
retirement at a specific exchange
Openreach project services
- Engagement with Openreach project services teams to support more bespoke or
tailored migration options (e.g. engineer rings CP before then rings CP after migration)
Out of hours migrations
- Investigating whether a short term solution can be put in place to enable migrations out
of hours
6 month notification countdown
- BTW seeking to produce a notification to send to customers of all active end users on
exchanges due to be retired 6 months before the exchange retirement date
34
Breakout session – Auditorium
Session 2:
Focussed Improvement Area
Service Performance
35
Performance improving across our key service metrics…
Continuing improvements seen on average handling times & average time to answer during August.
Percentage of calls answered impacted by call spikes and repeat contacts to chase orders and faults as a
direct impact of the bad weather and areas under Openreach MBORC declaration.
Lead to Cash
(Provision)
Combined Call and Chat PCA
20c
Target
WBC
Aug 12
Target
Aug 12
FTTC
Target
Aug 12
80%
79.94%
80%
79.83%
80%
82.46%
eChat - average time to answer
30Secs
34Secs
30Secs
34Secs
30Secs
25Secs
eChat – average handling time
14mins
14mins03secs
14mins
14mins48secs
14mins
18mins44secs
Calls – average time to answer
30Secs
17secs
30Secs
24secs
30Secs
21secs
Calls – average handling time
13mins10secs
11mins41secs
13mins10secs
11mins41secs
13mins10secs
12mins
Trouble to Resolve
(Faults)
Combined Call and Chat PCA
20c
Target
WBC
Aug 12
Target
Aug 12
FTTC
Target
Aug 12
80%
79.04%
80%
78.80%
80%
81.75%
eChat - average time to answer
30Secs
48Secs
30Secs
43Secs
30Secs
32Secs
eChat – average handling time
14mins
13mins58secs
14mins
15mins18secs
14mins
17mins03secs
Calls – average time to answer
30Secs
17Secs
30Secs
24Secs
30Secs
24Secs
Calls – average handling time
13mins10secs
11mins41secs
13mins10secs
11mins41secs
13mins10secs
12mins
36
•
Version 2 – 14/02/2012
But some tough challenges ahead as a result of the weather…
Latest position:
•
Over a ten week period up to mid-September, fault intake to Openreach was 23% above typical
industry levels, placing an additional strain on overall recovery
•
Further bad weather and flooding led to the fault repair stack increasing to 25,500 as at 27th
September vs. c16,000 the weekend prior (within OR’s standard operating range).
•
As a result, lead times for repair and provision could increase with additional risks to missed
appointments – the effect of this will be additional contacts and escalations and this may continue
through into December.
Actions taken in Openreach to improve the situation (expected to impact in Q3):
•
Resource reallocation: Over 600 people in training to be deployed Q3
•
Recruiting permanent Resource: recruited 400 with another 440 joining shortly
•
Recruiting temporary resource: recruited 400 with a further 600 joining shortly
•
Improved productivity: Reduced all non-essential training to maximise effectiveness
•
Enacted contractual overtime
•
Expected recovery within Q3
•
Additional detailed communications will continue to be issued as MBORC or general service
updates from Openreach.
37
There are several ways that we can help to improve things…
BT Wholesale are helping by focussing on:
• Dwell time (how long jobs sit in our queues) & turnaround times are as short as they have ever
been to help with on time repair and to jeopardy manage against provision failure – this focus
will be maintained throughout Q3
• Deploying software upgrades across our exchanges to improve line card performance and
deliver significant reduction in faults
• Improved accuracy of the KBD tool (we hit 90% in August)
• Minimising need to contact Openreach and book engineering visits (unless needed).
How you can help:
• Always check the fault and order tracker for updates before contacting BT Wholesale and only
where it has passed its committed date
• Ensure there is an open fault prior to making contact
• Where a fault fails a retest it will automatically route through to Wholesale diagnostic teams so
there is no need to chat in
• Complete a satisfaction survey on e-chats so we know where to improve
• Encourage agents to be as direct and specific on the question that needs to be answered via
eChat
• Always follow the escalations process as per the CSP
• Let us know your ideas for how we could work smarter at busier times
38