PPC Industry Forum, 12 June 2008
Partial Private Circuits
Disclaimer
•BT has taken reasonable care to check that the information contained in the
following slides was accurate at time of publication.
•Any price indications or timescales contained within this presentation are
estimates for information purposes only and do not constitute any
contractual or other obligation.
•In relation to any products/services referred to in this presentation which
are currently under development and/or trial, BT gives no undertaking or
other commitment that the product/service will be made commercially
available
•BT reserves the right to make changes to the information in this
presentation at any time without further notice
•Exclusive reliance on the information in this slide pack is at your own risk
Managed Bandwidth Services
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Agenda
•Introduction
–
•Openreach TDM Backhaul •Review of previous actions –
•Product Development Update –
•Product In Life Update
–
Pauline Cowie
Ian Boothman
Pauline Cowie/All
Pauline Cowie/All
Pauline Cowie/All
• QoS
• Billing
• Communications
• Contract Review
•AOB – All
•Meeting Review
•Date of next meeting
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–
-
Pauline Cowie
All
Partial Private Circuits
Action Point Review
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Action Point 12/1 (01/12/05) – “BT to investigate the
inclusion of eCo Repair in the data quality monitoring on
the One Truth Data Base”
Update: John Lee (C&W) confirmed this action is no longer a required.
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Action Point 03/11 (01/03/07) – B End Shift –
Internal/External Shifts: Cost does not appear to be
correct BT to Investigate.
Update: Ongoing – PPC customers canvassed re their preference
for this charge to be fixed or Time Related Charge (TRC). Majority
response requested a fixed charge.
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Action Point 06/05 (07/06/07) – Exchange Closure:
Update: BT is currently working on an exchange closure
notification plan, which will include details of post code
changes where appropriate and their replacements where
applicable.
Update: Exchange notification will be sent to customer
directly affected by the migration and followed up by
regular updates and negotiation for downtime as required.
Full update will be published on the btwholesale.com
website.
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Action Point 06/09 (07/06/07) – Firm Offer Confirmation (FOC):
BT to provide CPs with the next steps to address the Highband
planning problems, which affects BT meeting FOC timescales.
Update: Scoping workshop held 29th May 08 to decide whether a feasibility is
required.
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Action Point 18/01 (18/09/07) – Customer Satisfaction:
•Industry request a list of the Customer Satisfaction
survey question before being surveyed.
Industry requests the details of their Customer
Satisfaction Contact, this should also include details of
their CRM and other useful BT Contacts.
Update: The Customer Satisfaction Programme has been
completely revised for 08/09. There are now four functional surveys,
Relationship, Products, Service and Billing. Contact will be asked
which is the most appropriate survey for their role i.e. a contact that
works in the customers Billing department will get asked the Billing
survey etc.
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Action Point 18/07 (18/09/07) – Communications
BT requests Industry provides BT with details of whom
within their organisation should be invited to the PPC
Industry Forum. BT Account Teams to collate.
Update: Account Teams consulted and contacts provided
and added to Forum’s invitation list.
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Action Point 06/02 (06/12/07) – 4x2Mbit/s Package:
Industry requests BT provide information on how this new
product will be linked into eCO and brief out to Industry.
Update: Revised Product Handbook distributed to PPC
customers for feedback in May. No feedback received.
4x2Mbit/s via eCO is detailed in section 1.8
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Action Point 06/03 (06/12/07) – Additional Package for 5, 6
or 7 circuits:
Verizon Business to provide BT with details of an additional
requirement in respect of circuits which fall outside of the
4x2Mbit/s package criteria.
Update: Project (8x2Mbit/s) is in development with
commercials and financials being worked on. This action
is closed as this requirement is now part of the PPC
Development roadmap and updates will be provided
during the development overview section.
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Action Point 06/04 (06/12/07) – PPC Additional Charges:
Star Technologies to review with their sales team whether
there is a requirement for the PPC Product Team to
present to them on PPC pricing
Update: Presentation to be sent to Star for use with their
sales teams.
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Action Point 06/07 (06/12/07) – QoS – FOCR Performance:
Industry requests BT show 2Mbit/s and Highband
performances separately and a plan to action for
improvement
Update: FOCR improvements is currently a project where
BTW, BT Operate and Openreach are working together to
improve FOC responses. Will be shown separately in the
QoS updates.
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Action Point 06/08 (06/12/07) – ISH Extension:
Industry to review BT’s proposal presented in the “SDH
Serving Notes Determination at the Point of Handover (AEnd)” and feedback their views by 20 Dec 07.
Update: Bi-laterals have started and circuits re-aligned
with customer agreement.
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Action Point 06/09 (06/12/07) – Out of Hours Repair:
Virgin Media expressed concerns at being advised that
out of hours fault repair is on voluntary basis. Industry
requests BT investigate, as Enhanced Care is a paid 24hr
service. BT to investigate.
Update: Harry Hartley (Virgin Media) confirmed dialogue
took place between BT & VM in respect of this resource
issue. There were no further concerns raised and is
closed in respect of the requirement for VM to provide
further evidence. However, the overall action remains
ongoing.
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Action Point 03/01 (06/03/08) – PPC Equipment
Cancellation Charges:
Industry queried PPC Equipment Cancellation charges.
How does cancellation charges apply? BT to provide CPs
with more information.
Update: Cancellation charges workshop held 19th May 08.
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Action Point 03/02 (06/03/08) – Rapid Restore and
Diagnostic Alarms:
Industry would like to see these added to development
roadmap at next forum.
Update: Rapid Restore and Diagnostic Alarms now added
to the PPC Development Roadmap.
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Action Point 03/04 (06/03/08) – PPC Tungsten:
Industry to provide requirement for this product. BT to
investigate the possibility of introducing staged delivery
as Industry considers this to be an interim offer.
Update: PPC Tungsten is a project on the PPC
Development Roadmap and further updates will be
provided during the product development overview.
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Action Point 03/06 (06/03/08) – Openreach TDM Backhaul
Access:
Industry requests the attendance of an Openreach TDM
Backhaul rep to the next forum.
Update: Openreach rep invited.
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Action Point 03/07 (06/03/08) – QoS Stats & Graphs:
Due to inaccuracies in the presented graphs and stats,
Industry requests BT carryout quality checks on all
graphs and stats before presenting at the forum. Industry
would like to see more details on the graphs i.e. what the
faults are and the number of faults.
Update: Slides to be checked and updated as required.
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Action Point 03/08 (06/03/08) – QoS Highlights/Lowlights:
Industry requests simplification of the highlight/lowlight
slides, current versions too busy.
Update: June forum slides updated as requested.
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Action Point 03/09 (06/03/08) – RRP Performance
Measures:
Industry requests the inclusion of RRP performance
which is below 70% in future reports.
Update: Requirement is under investigation.
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Action Point 03/11 (06/03/08) – Radio Delivery:
Industry would like Radio delivery to be a requested
option in the PPC order process and requests formal
notification giving reasons why Radio cannot be a
requested option.
Update: This requirement is under investigation.
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Action Point 03/12 (06/03/08) – Online Pricing Tool:
Industry request BT provide feedback on the Online Pricing Tool
deliverables.
Update: BT to provide Industry with details of future developments.
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Product Development Update
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PPC Development Roadmap
Q4 JanQ3
– Mar
Oct07–
ISH Extension
Prices
Q1 Apr – Jun
08 – Mar
Q206
Jul – Sep 08
Dec 05
Q4 Jan
Migration of PPC
billing to the Geneva
platform
22nd January 08
1st
PPC Annual Price
Control
Q3 Oct – Dec 08
155Mbit/s Price
Review
8x2Mbit/s
Commercial Offering
Q2 08 TBC
Q3 08 TBC
22nd January 08
By 2014
21 CN
Migration –
TDM
TBA
July 08
PPC ‘Tungston’
Product Launch
Q4 Oct – Dec 08
Reduction in PPC
Lead Times
Q2 08 TBC
PPC Charge Control
Review
Q2/Q3 08 TBC
21 CN
Migration –
sub 2mbit/s
TBC
E-Connect Product
Launch
Start of next PPC
Contract Review
Suspended
PPC Contract Review
PPC Priority Repair
Q2 08 TBC
Q2/Q3 08 TBC
PPC B End Shift
Charges
Diagnostic Alarms
TBC
Completion
March 08
TBC
PPC Equipment
Cancellation Charges
PPC Fibre & Copper
Availability
31 March 08
Q2 08 TBC
PPC Highband
FOCR Improvements
Q2 08 TBC
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Version 07/11/07e
Rapid Restore
Trial late Q2 early Q3
TBC
PPC Geographic
Pricing
Q2 08 TBC
Re-Use of 3rd Party
Equipment Spare
Capacity
Q2 08 TBC
TBA
PPC SoR Details
SoR
Description
10289 High
Bandwidth
"Bronze" PPC
services
Change to the existing high bandwidth PPC services 34/45 and 155 service.
Remove the second fibre access feed this will potential improve the leadtime and
also reduce the final cost to the customer. This will be a “new” alternative service;
the existing high bandwidth product will be retained. The main driver for this
service is that it will be cheaper and also quicker to deliver alleviating the
problems with the second fibre delays etc. The second reason for the development
is that BTW could potentially provide two accesses with separation between
products/circuits for customers. At this moment in time CP’s are using different
supplies to build in this protection as they build up/out their own networks. If we
could also offer 2 diverse fed highband megastream with some type of managed
separation between each circuit/path (access and core). This may be of additional
interest?
10425 Geographic
2Mb PPC prices for
"CLZ-like" zones in
major cities
2Mb PPC prices are currently only differentiated into National and CLZ. This SoR
is requesting lower prices in "business areas" (similar to CLZ in London) of major
cities e.g. Birmingham, Manchester, Merseyside area, West London/Heathrow
area, Watford, Leeds/Bradford area, Croydon area and Bristol
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SoR
Received
Owner
25/10/07
Pauline
Cowie
PPC SoR Details continued
10481 PPC
Customers' High
Priority Service
Enhancement
Requirements
PPC customers have stated that improvements to PPC lead times and repair times are of 28/01/08
a high priority to them. The PPC provision process currently allows customers to order
a proportion of their circuits with reduced lead times. Customers have asked for the
number of circuits which they can order in this way to be increased and for the reduced
lead times to be 'guaranteed'. They have also asked for an option to nominate key PPC
sites/circuits which will attract improved repair timescales.
Pauline
Cowie
10492 Highband
FOCR Improvement
34Mbit/s to 155Mbit/s PPCs, Ofcom delivery date, costs and delivery medium
currently has to be provided by BT by day 8. This target is rarely met. The requirement
is usually achieved at day 20/21. This is considered far too long and the performance
has been worsening. Ofcom and PPC Industry require BT to improve on this
significantly on requirement. PPC Industry is willing to support a reasonable day when
the requirement delivered. The initial indication is that day 10 will be the best and day
15 the least acceptable delivery date on the requirement.
30/01/08
Stephen
Olugbode
10493 Spare Fibre
and Copper
Availability
PPC customers are unable to place orders with BT until they have confirmed whether
excess construction charges will be applicable. This takes between 5 days for
wideband/narrowband circuits and 21 days for Highband circuits. Where spare fibre or
copper is available at the customer site, excess construction charges will not be
applicable. Upfront access to availability information will enable our customers make
informed decisions to place orders with BT and improve the our ability to generate
revenues much earlier.
30/01/08
Stephen
Olugbode
8x2Mbit/s
A PPC 4x2Mbit/s pricing structure was launched on 19th October 2007. PPC customers
Commercial Offering have asked for a similar commercial offering for 8x2Mbit/s.
Managed Bandwidth Services
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Pauline
Cowie
Partial Private Circuits
Product In-Life Update
•QoS
•Billing
•Communications
•Contract Review
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QoS
QoS Performance - Reporting Update
•Q4 Aggregated Report published on website
•Q4 CP reports distributed
•Retail Comparison available on CDD, CRD and Repair
PPC/Retail Comparison Q4
•CDD
Retail 97.99 %
PPC 98.71%
•Repair
Retail 84.95%
PPC 90.30%
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QoS
PPC CDD Performance
120
110
CDD Performance
100
90
Highband
Wide band
Narrow band
80
70
60
Month
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BTW Products and Strategy
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80.00%
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300
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150
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Managed Bandwidth Services
BTW Products and Strategy
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Population
New Install Fault Chart
New install faults
New install faults due to customer (%)
QoS
QoS Performance – Q4 – Overview
Provision
•PPC CDD performance:-
98.71% (Q4), 0.07% on Q3; Retail 97.99% (Q4)
•FOCR overall success including STC:- 76.33% (Q4), 0.68% on Q3
•2M FOCR success excluding STC:82.82%
•34 to 155M FOCR success excluding STC:71.6%
•RRP CRD:65.33%(Q2) 71.38% (Q3), 75.88 (Q4)
•RRP 70% :• 320 – 960K
• 2M
• 34M
• 45M
Target ; CRD
45.37%; 80.56%
46.20%; 75.92%
53.13%; 65.63%
50.00%; 83.33%
•Highband FOCR continues to under achieve
•2M FOCA completion declines.
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RP:- 9 days (Q3), 11days (Q4)
RRP:- 5 days (Q3), 8 days (Q4)
QoS
QoS Performance – Q4 - Overview
Repair
•PPC Repair 5 hour performance:- 90.30% (Q4); 0.08% on Q3; Retail 85.65%
•Average out of hours:-
2.61 hours
•Number of faults:-
8977 (Q2), 8458 (Q3), 7966 (Q4)
•Fault rate:-
0.44 (Q2), 0.41(Q3), 0.38 (Q4)
•New install faults:- 77% of 213 faults due to 3rd Party Customer
•Serious network incidents caused by 3rd party cable breaks and
burglary/vandalism
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Billing
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PPC Contract Review
• Reviewed Contracts out with Industry for sign off
• 3 CPs signed to date
• New review window opened 1st April and due to close 30th June 08.
• Issues to be submitted to jeneva.hibbert@bt.com
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Communications:
• Latest performance report published on PPC
Reference Offer website.
,
Pricing Notifications:
• None
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Forum Review
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A.O.B
Next Meeting Scheduled
7th September 2008
BTC, Business Showcase
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