Customer Service Forum
27th February 2013
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1
Agenda
Anna Matty / Lisa Harrington
1.
Introduction
2.
Ethernet
Richard Foxall
3.
Broadband: Trouble to Resolve
Richard Marsh
4.
Broadband: Lead to Cash
5.
Broadband: Escalations
6.
High Level Escalations
7.
Q&A
2
Neil Volan
Marian Thorley
Sean Kiernan
Agenda
Anna Matty / Lisa Harrington
1.
Introduction
2.
Ethernet
Richard Foxall
3.
Broadband: Trouble to Resolve
Richard Marsh
4.
Broadband: Lead to Cash
5.
Broadband: Escalations
6.
High Level Escalations
7.
Q&A
3
Neil Volan
Marian Thorley
Sean Kiernan
Openreach Planning Regional Variation Heat Maps (Day 8)
(13/01 snapshot)
RAG status
Red > 5% below regional glidepath target
Amber < 5% below target
Green – at regional glidepath target or above
4
(10/02 snapshot)
Openreach Planning Regional Variation Heat Maps (Day 14)
(13/01 snapshot)
RAG status
Red > 5% below regional glidepath target
Amber < 5% below target
Green – at regional glidepath target or above
5
(10/02 snapshot)
Ethernet Provision Performance (Fibre & Copper)
Performance summary:
• On time delivery continued improving trend
Enabler
When
RAG
Proactive Order Management
In Place
A
Delay Unblocking Trial
In Place
G
• Percentage Calls Answered (PCA) remains strong
• Cycle time for Fibre delivery remains flat around 60 day
mark
• Copper delivery impacted by Openreach service delays.
Cycle time rose first 2 weeks of January, but starting to
come back down – average for first half of February 35.7
days
6
Ethernet Provision KCI Performance
Performance summary:
Enabler
When
• KCI2 success improved recent weeks with both
customer delays and Openreach delays reducing – OR
failure 13% average last 3 weeks
Day 8 planning recovery – OR
behind glide path – seeing trend of
lower failure last 3 weeks
Q4
A
• KCI3 Openreach failure maintained below 8% Target
Day 14 planning recovery – better
than target
Delivered
C
Reduce volumes of customer
delays
In place through
Q4
G
• Latest snapshot of order status shows good progress in
unblocking customer delays to get orders fluid (up from
44%)
7
RAG
Ethernet Repair Performance
Performance summary:
• On time repair performance, although at target, slipped
in January due to a number of MSO’s and weather
related delays.
• Percentage calls answered in 30 seconds remains
above target and flat compared to previous month
• Fault rate continues to fall
8
Enabler
When
RAG
Automation of engineer tasks
In Place
G
Reducing manual activities – 20%
time reduction
In Place
G
Portal Improvements for Ethernet
PROVISION/REPAIR
9
CUSTOMER FEEDBACK
PORTAL IMPROVEMENT
DELIVERY
Provision
I want to reduce the time it takes to order
ethernet circuits on eCo Plus
Quick Order Templates rebranded and
trained out reducing order entry time by at
least 5 minutes.
Nov 12
Provision
I want up to date training on the ethernet
product and how to order circuits via eCo
Plus
New podcasts and CBT introduced on
the Learning Management Academy
Jan 13
Provision
I want to be advised of any known capacity
shortfalls and be given an alternative
exchange and costs at the point of order
entry to reduce service delivery delays
Capacity checker and alternative exchange
selection introduced
Jan 13
Provision
I want to be able to get accurate quotes prior
to order entry and for that quote to be saved
to stop the double keying of information
Integration of Pricing Tool and eCo Plus
Planned for delivery
May 13
Repair
I want to be able to see changes I have
made to a fault post submission
Customer amendments to a fault will be
visible for them to see via the portal
Delivered Jan 13
Repair
I want to be able to run diagnostics without
having to go into the fault reporting process
Standalone diagnostic testing tool introduced
Delivered Feb 13
Repair
I want to receive updates via my preferred
contact method
Ability for a customer to specify contact
method i.e. email, phone
Planned for delivery
Mar13
Key Improvement Plans for Ethernet
KPI
Incorrectly
Applied
Deemed
Consent
Deemed
Consent
(Customer
Delays)
Escalation
10
ACTIVITY
CUSTOMER IMPACT
TARGET
RAG
Industry validation of previously applied
Deemed Consents
Ensure feedback loop to prevent incorrect usage of deemed
consent and identify areas for improvement
In Place
C
Introduction of new deemed consent
codes by Openreach
Improve granularity of why deemed consent has been applied
In Place
C
Introduction of new deemed consent KCI
message by BT Wholesale
Improve awareness of need for timely challenge and use of
appeals process
In Place
C
Delay Unblocking Trial with Openreach
Reduce volume of all delayed orders to ensure completion as
quickly as possible.
In Place –
runs to 31Mar
G
Reduce volumes of customer delays with
BTW customers
Triage calls in place with customers and Openreach to identify
actions required to unblock delays and get the orders fluid.
5% reduction in customer delays since January forum
In Place –
runs to 31Mar
G
Proactive Order Management – identify
and escalate all orders that have not had
appropriate update from Openreach
New proactive escalation process introduced 8th January to
improve and drive the management of orders with Openreach.
Steady volume of escalations since introduction.
In Place
8th Jan
A
Introduction of new KCI template
New template introduced on 4th February to give customers
visibility where we have taken proactive escalation into Openreach
In Place
4th Feb
G
Agenda
Anna Matty / Lisa Harrington
1.
Introduction
2.
Ethernet
Richard Foxall
3.
Broadband: Trouble to Resolve
Richard Marsh
4.
Broadband: Lead to Cash
5.
Broadband: Escalations
6.
High Level Escalations
7.
Q&A
11
Neil Volan
Marian Thorley
Sean Kiernan
Broadband T2R – contact handling performance
Performance summary:
Enabler
When
• Propensity to contact and contact volumes have started
to reduce leading to improved performance on % calls
answered within 30 seconds with February performance
close to 80% target
20 new advisors introduced &
additional 1k resources deployed
in Openreach
December
(BTW)
January (OR)
• Handling times maintained, however still seeing impact
from the onward need to contact Openreach as part of
the contact.
BTW queue dwell management so
diagnostics routinely completed
within 8 hours
Maintain through
Q4
Contact reduction programme
based on fault codes and joint
working initiatives
Through Q4
12
RAG
C
G
G
Broadband T2R – on time repair and fault performance
Performance Summary:
Enabler
When
• Openreach performance has stated to improve, however
weather related issues are still resulting in an average
repair time on the SFI product between 1- 3 days but
typically toward the 2.5 day level.
20 new advisors introduced to
assist in maintaining low BTW
queue dwells
December & Q4
• Low BTW queue dwells have been maintained
throughout January and February
Fault reduction through self-serve
pilot and triage / QAT link up with
Openreach
Through Q4
Driving Openreach through
product recovery glide path and
addressing problematic fault
journeys, e.g. REIN, SDSL.
Q4
• Fault volumes stable through January and showing a
declining trend in February
13
RAG
C
G
R
Broadband T2R – improvement plans
KPI
ACTIVITY
On time repair
performance
Improved
customer
experience
Missed appointments
Escalations
CUSTOMER IMPACT
Reducing lead times a key priority – daily and weekly tracking in place with OR based
on SFI performance, however commitment to normal operating levels (33k fault stack Mid-Feb ’13
reducing to 16k by mid-February breached)
Programme of work with OR to reduce missed appointments which focusses on
Jan ’13
visibility and metrics and agreeing improved targets
Prevent faults auto-closing when an open escalation has been raised
One contact resolution Customer, process and agent behaviours drive to uplift to 75 by year-end
Contact
reduction
Improved
fault
handling
14
TARGET
RAG
R
A
Feb ‘13
C
Q4
A
Jan ’13
A
AN & CD code
contact removal
Fault code based reduction of unnecessary contact
Different ways of
working
Customer opportunity review of better ways of working – e.g. bulk/batch updates to
jointly remove contact
Q4
G
Looping faults
Looping faults process and workflow established from 15 Jan picking up faults at 3rd
loop to intercept complex faults. QAT and OR Triage team linkage. Current
performance on field save visits between teams is 70%.
In place
A
Proactive fault
resolution
Engineering visit -2 days – additional checks performed with coop desk resolving a
certain faults in agreement with customer to save truck rolls and improve cycle time
Pilot in
March ‘13
G
SDSL
Symmetrical Digital
Subscriber Line
BTW working closely with OR to review the end to end SDSL process to enable
better management of SDSL faults.
Feb ‘13
A
Repetitive Electrical
Impulse Noise
BTW working with our suppliers to ensure better management and diagnosis of REIN
cases.
Jan &
Feb ’13
G
PEW’s forecast information now visible online at:
https://www.btwholesale.com/pages/static/Library/Network_Information/Planned_Engineering_Works/ index.htm
Agenda
Anna Matty / Lisa Harrington
1.
Introduction
2.
Ethernet
Richard Foxall
3.
Broadband: Trouble to Resolve
Richard Marsh
4.
Broadband: Lead to Cash
5.
Broadband: Escalations
6.
High Level Escalations
7.
Q&A
15
Neil Volan
Marian Thorley
Sean Kiernan
Broadband Provision – On Time Delivery and Cycle Times
25.0
99
Cycle Time
98
20.0
97
96
15.0
95
10.0
94
93
5.0
92
0.0
91
April
May
Jun
July
20C CT Actual
Aug
Sep
Oct
WBC CT Actual
Nov
Dec
Jan
FTTC CT Actual
Performance Summary:
•
•
•
Cycle Times increased in January due to Bank Holidays
and delayed orders closing as tail volumes reduced. To
date, in February, cycle times have stabilised as orders are
flowing through with shorter lead times Overall cycle time
has been heavily impacted by PSTN lead times which
determine SIM Provide delivery timescales.
On time delivery was flat through January, again impacted
by tail closure . Performance will remain flat as failed
orders are closed but new orders will see improved
performance.
FTTC on time delivery has recovered following resolution
of the Faulty D-side issue in December . Performance was
impacted by bad weather in January but has been on an
upward trajectory through February to date.
16
Apr
May
June
20C Actual
July
Aug
Sept
Oct
21C Actual
Nov
Dec
Jan
FTTC Actual
Enabler
When
Openreach Lead Time Reduction
PSTN lead times have reduced – average
14.62 days. Recovery of outstanding
orders continues
FTTC lead times have reduced from 15.1
to 8.4 days
Through Q4
BTW Jeopardy Management
New processes focussing on the KCI2+
period are reducing failure volumes
Through Q4
Openreach Planning Review
Planning support team in place from
March to overview queue performance
and turnaround times
Through Q4
RAG
A
G
A
FTTC – Missed Appointments
Supplier Missed
Appointment
Rate
9.00%
8.00%
7.00%
6.00%
7.00%
6.00%
5.00%
5.00%
Total Supplier
Missed
4.00%
3.00%
Faulty D-side
Delay
2.00%
Multiple Supplier
Missed
1.00%
0.00%
4.00%
Performance Summary:
• Supplier missed appointment volumes have seen significant
improvement since holiday period- FTTC has reduced from
8.5% to 5% as of mid Feb.
• Faulty D-side delays due to pair quality test on installation
have reduced from 165 to less than 40 per day due to an
Openreach process change and the inclusion of copper line
test at KCI2.
• Multiple missed appointments have reduced from 7% in
December to 3.5% by mid February.
• Customer missed appointment rate remains relatively flat -2rd
missed appts will be reviewed to understand why and to
identify learning opportunities with individual CPs
No Access
3.00%
Customer Not
Ready
2.00%
1.00%
Total Customer
Missed
0.00%
30th 14th 28th 11th 25th 08th
Nov Dec Dec Jan Jan Feb
17
CP Missed
Appointment
Rate
8.00%
2nd
Nov
23rd
Nov
14th
Dec
04th
Jan
25th
Jan
15th
Feb
Enabler
When
Proactive Reappointing
SOR raised at CPSG forum for Openreach
process to reappoint prior to and on the day.
SOR will be raised at Fibre forum 27th Feb.
Q2 13/14
Multiple Missed Appts Prioritisation
Reduction in missed volumes but Openreach
rollout of never miss a second appointment has
identified issues. BTW intervention process in
place to avoid multiple missed.
Q4
FTTC Tentative Appt Process Tactical
Fix delivering 4 hour average response –
strategic fix aimed for September.
Q4 Tactical Fix
Q2 13/14 Strategic
Fix
RAG
G
A
A
Broadband L2C – Improvement Plans
KPI
Missed
Appointments
ACTIVITY
Faulty D- Side
Process changes in Openreach to perform copper line test pre-KCI2 to
ensure correctly skilled engineer is assigned to appointment.
Proactive
Reappointing &
Speed to
Appoint
Programme to introduce a process for on the day reappointing and prior to
the day reappointing where its clear that appointments will be failed –
expedited second appointments with CPs having direct access to the
appointment books.
FTTC
Customer
Missed
Appointments
Customer
Experience
Contact
Reduction
18
CUSTOMER IMPACT
Missed appointments programme, target to reduce customer missed
appointments
across products .
Openreach initiatives to reduce incorrectly assigned supplier missed
appointments
TARGET
RAG
Jan 13
B
Q2 13/14
A
Q4
A
Bridge Cases
Improvements to Jeopardy Management of Bridge Cases and performance to
SLA.
Q4
G
Pro-Active
Jeopardy
Management
Review of Interception points post KCI 2 based on delay reasons to drive On
Time Delivery performance – trials have delivered a 15% improvement rate
Q4
G
Contact
Medium
Review
A review is underway with selected CP’s to understand the best medium for
different types of contact into BT Wholesale.
Q4
G
Agenda
Anna Matty / Lisa Harrington
1.
Introduction
2.
Ethernet
Richard Foxall
3.
Broadband: Trouble to Resolve
Richard Marsh
4.
Broadband: Lead to Cash
5.
Broadband: Escalations
6.
High Level Escalations
7.
Q&A
19
Neil Volan
Marian Thorley
Sean Kiernan
Update on escalations
Portal Progress
•
•
•
•
Volume – 22.13% decrease up to Jan 2013
Escalation resolution time improvement from 11 days down to 7 days.
First touch KCI- in hours – Sept 26% - current 83% overall.
Repeats Sept 5.6% current – 3%
Escalation Management programme
• Repeats Quality checks - Training programme continues offshore.
• RCA on top Escalation reasons links into Richard & Johns teams to ensure right
Improvement plans are in place.
Business
• CSP updated –IPStream- WBC & FTTC current products on portal.
• CSAT survey – opens on Escalation closure – 18th March.
• Escalating to next level process improvements. Advisors can now set escalation in automation
to stream to next available Team Leader / manager.
• Escalation portal user guides – updated BTW.com – Library- Technical documents
20
Escalation portal customer requests - action plan
Current Issues
Actions
Impact
Timescale
Correct a navigation error when we
click to get more notes & then back
button
Customers should contact- BT
Wholesale System Support
Helpdesk
24 hrs – 7 days a week
0800 783 5639 option 1
Individual system issues
deal in real time with
System Support H.D
BAU process
Remove the notes add in limit from
1000 characters
Increase characters to 8000
Improves the
communication flows
between Customer and
BTW Escalation handler.
18 March
Allow all characters and symbols in
the notes field.
Remove current security
limitations across cross site
scripting and SQL injection .
Confined to notes field nothing
can be executed elsewhere.
All characters and symbols
can be shared on the
13 May
portal
RAG report split between provision
and repair.
Improve current RAG report to
show split Provision / Repair
15 July
21
Escalation portal customer requests - action plan
Current Issues
Actions
Customer ability to raise escalation to
Team Leader - Manager level that
Provide option to select to
streams the escalation out to the right
escalate to next level.
skill set
Impact
Timescale
Customer doesn’t need to contact
us to escalate to next level
15 July
Include Circuit details as part of
Escalations Detail page
Show KCI status and next steps on
details page
Provide Escalation Level Status
Include additional information
on details page to avoid
Avoids unnecessary searching.
Customer searching elsewhere
for same details.
Remove duplicate escalations due to
escalation type .
Portal recognises same circuit
details.
Customer can only raise one
escalation per circuit avoids
duplicates.
15 July
Integrate with fault / order tracker
Fully integrate portal to all
update systems.
Enables update searches to be
all in one place.
Business Zone
integration
Introduce Escalation criteria validation
- look up on SI to
22
15 July
Business Zone
integration
Agenda
Anna Matty / Lisa Harrington
1.
Introduction
2.
Ethernet
Richard Foxall
3.
Broadband: Trouble to Resolve
Richard Marsh
4.
Broadband: Lead to Cash
5.
Broadband: Escalations
6.
High Level Escalations
7.
Q&A
23
Neil Volan
Marian Thorley
Sean Kiernan
High Level Escalations
100
Volume glidepath
Volume and mix
90
80
80
70
70
HLE Raised (Accepted)
Base
Forecast
60
60
50
50
40
40
30
30
20
•
20
10
Ethernet & Jeopardy Mgt.
•
Escalation Sprint
•
Quality Assurance
•
Process Improvements
•
Openreach Recovery
10
0
0
HLE Raised Accepted (Not Inc Pan)
Pan Products Accepted
Base
Performance summary:
• Overall volumes still showing the right trend – although
there was an increase post the holiday dip over the New
year.
• Escalation Sprint on Broadband continues to focus on
quality and helps with the volume of HLEs
• Focus on Ethernet improvements – established
governance on critical cases. Improvements started on
Business as Usual cases
24
Enabler
When
RAG
BB Escalation Sprint – to improve BAU
escalations & empower
31/03/13
G
Complex Case Reviews – driving process
improvements in SDSL
Tactical in place;
28 Feb 2013
G
Ethernet – proactive order management and In progress – Feb
other process improvements
2013
A
In progress – on
going
G
Communicate and engage with customers
and Accounts teams on team scope and role
High Level Escalations
Top 5 Drivers
Cycle Time
30d 0h
Provision Delays
25d 0h
Missed Appointments
20d 0h
15d 0h
Simple
10d 0h
Drop in Connection Issues
Complex
5d 0h
Slow Speed
8/3/2012
8/10/2012
8/17/2012
8/24/2012
8/31/2012
9/7/2012
9/14/2012
9/21/2012
9/28/2012
10/5/2012
10/12/2012
10/19/2012
10/26/2012
11/2/2012
11/9/2012
11/16/2012
11/23/2012
11/30/2012
12/7/2012
12/14/2012
12/21/2012
12/28/2012
1/4/2013
1/11/2013
1/18/2013
1/25/2013
2/1/2013
2/8/2013
2/15/2013
0d 0h
Performance summary:
• Simple – regular BB, reappointing cases – no civil works
or long lead times; Complex – cases with planning, civil
works and longer lead times (e.g. REIN)
• Cycle time for complex cases reduced since December
– however still above target
• Joint Root Cause Analysis sessions started across BAU
and HLE Offshore and Ethernet.
• Quality – second HLE survey results
25
Failed installations
Enabler
When
RAG
Better Management of REIN cases
15/02/13
G
Openreach Missed Appointment
Improvements
In progress – Q4
A
Joint Offshore & HLE RCAs and joint RCAs
with Ethernet provision and Openreach
Started Jan 2013
G
Quality Initiatives – Training, CSAT Survey
In progress through
to 31/3/13
G
Ethernet – twice weekly governance on
critical complex cases
Starts Jan 2013
G
High Level Escalations – Improvement Plan
KPI
Volume
Cycle
Time
Quality
26
ACTIVITY
CUSTOMER IMPACT
TARGET
DATE
RAG
Broadband Escalation Sprint
Improvements in BAU Escalation- BB processes – to drive down
HLEs
31/03/13
G
Process Improvements – SDSL
Reduction in SDSL issues across BTW – tactical solution in place
28/02/13
G
Ethernet – proactive order management
and other process improvements
Ensure proactive escalation to improve and drive the management
of orders and reduce the need to escalate to high level escalation
Feb 2013
A
Communication & Engagement Plan
across all stakeholders
Better understanding of when to escalate and what constitutes a
high level escalation – to enable us to add value to the real urgent
cases
Ongoing
G
Process Improvements - REIN
Reduction in cycle time of REIN cases – greater clarity of
communication
15/02/13
G
Cross-supplier Root Cause Analysis and
process improvements (BB & Ethernet)
Reduction in overall resolution speeds and improvement of
processes to reduce the need to escalate
Starts Jan
31/03/13
A
Ethernet – twice weekly governance on
critical complex cases
Reduction of cycle time and clarity of information and senior focus
on the most critical issues
Starts Jan
2013
G
Training – soft skills, Product (Ethernet,
L2C, FTTC Refreshers)
Improved quality of communication from HLE team
31/03/13
G
Monthly CSAT Survey on HLE Handling
Feedback loop – will also result in overall quality improvements from Started Dec
the team. January results below.
12
G
BB Proactive Trial – to proactively identify
Improved response and resolution times as well as improved quality
In progress
and address cases and ETH Proactive
(by addressing problems before they become high level escalations)
Order Monitoring
A
Agenda
Anna Matty / Lisa Harrington
1.
Introduction
2.
Ethernet
Richard Foxall
3.
Broadband: Trouble to Resolve
Richard Marsh
4.
Broadband: Lead to Cash
5.
Broadband: Escalations
6.
High Level Escalations
7.
Q&A
27
Neil Volan
Marian Thorley
Sean Kiernan