C2M and Customer Engagement
Issue 2 - 8th October 2014
Openreach makes every effort to ensure the information in this report is accurate at the time of
compilation, however, Openreach does not represent that it is complete and Communications
Providers should check with Openreach for the latest available information. Openreach reserves the
right to modify delivery criteria and delivery dates.
© British Telecommunications plc 2014
Content and Enquiries
• This pack provide an overview on the Openreach Concept to Market (C2M)
and customer engagement framework
– Covering C2M, Industry forums, and the communication framework
– The current copy is held on the Openreach portal in the Product Developments section
• Any enquiries can be directed as follows
Subject
Contact
Copper Industry Forums
Tony Birkbeck
Ethernet Industry Forums
Toby Gibbard
NGA Industry Forums
Emma Sibbick
Customer IT Engagement
David Rush
C2M Generic Framework
Neminder Matharu
SOR Process
Phil Lockett
Generic Customer Engagement Framework
TCR
SoR
Demand
Story
Manages
communications/
prioritisation of
new requirements
Input
CP Customer
IT Solution Development Forum
Defect and generic IT issues
Modifications to solution within defined
Scope (CPPG for Copper)
Product & Commercial Group Forum
Process Workshops
Requirements Workshops
Requirements
capture build
collaboration
plan
Review
Service
Performance
Technical
Communication Forum
B2B & Portal
Assessment
review, high
level & low level
process review
Capture
Feedback
Service Forum
Modify
Solution
Post
Project Review
CE Testing
Justify
Identify
opportunity
Define
Specify, design
& plan solution
Justify idea
G0
Trial2
Develop
G1
Product & customer commercial collaboration
Develop and test
solution
G2
G3
Perform trial
(Delivered and
ready for use)
Customer solution collaboration
Launch
Perform launch,
handover and
review
G4
Service
Management
Delivery and Consumption Reviews
TCR = Technical Change Request
G5
Customer Engagement – Lead CP Role
Initial
Concept
Initial
Estimate
Justify
Early
Design
Define
Identify
opportunity
G0
G1
IBC
To co-ordinate CP input to
Stories
To lead on compliance
(of Design to Demand/CE
Stories) and follow-up
actions
To ensure Industry are
kept aware of
progress & issues (via
Industry fora)
[To re-visit and agree
volume forecast] To liaise
with CPs on the
identification of market
volumes1
To seek agreement to
SOR at Industry fora
To submit SOR on
Tracking Tool
To ensure SOR
process is followed
To provide endorsement
of Design (in consultation
with other prospective
CP consumers)
To sign off Demand, CE
and acceptance criteria
[To re-visit and agree
volume forecast] To
ensure volume data has
been re-visited
To agree a target date for
consumption
To agree testing/Trials
involvement
To reach commercial
agreement at Industry
fora
To agree Plan for
Consumption
Trial2
Deployment
to live
Perform trial
(Delivered and
ready for use)
Develop and test
solution
G3
To attend Sprint Show
& Tells/process
walkthroughs/
wargaming as lead
Industry representative
To lead on compliance
(Detailed Design to
Demand/CE Stories)
To agree timeframe for
parallel development
and test schedule
To agree Trial criteria
(entry/exit)
Launch
G4
Post
Project Review
Perform launch,
handover and
review
G5
To lead CP involvement in
Trials
To participate in a post
implementation review.
To ensure regular
feedback to other CPs (of
Trial progress/issues)
To participate in
Consumption Reviews
To review and provide
feedback on
documentation
To sign off Trial (against
pre-agreed exit
criteria/compliance to
Stories)
To actively engage in
Customer Testing as
lead CP
To be point of reference
for feedback to
Openreach & Industry of
overall experience
To agree how to reinvest learning points
with Openreach
To agree that the project
can be closed from a
C2M perspective
To sign off test results
(against Demand/CE
Stories)
1 The
Lead CP is not directly responsible for data volumes (and will not necessarily have access to commercially
sensitive data) but, as co-ordinator, the LCP should ensure that market proposition has been fully addressed
Summary of
Lead CP role
Trials &
Preparation
OIB
To attend Design Show &
Tells as lead Industry
representative
To secure endorsement of
Stories at Industry fora
Testing
G2
To engage with CE team
on Story de-composition &
acceptance criteria
To seek, on behalf of
CPs, clarification of an
SOR
Dev
Sprints
Develop
Specify, design
& plan solution
Justify idea
To provide details of
new requirements
and [latest view of
volume data] market
potential
Full
Final Detailed
Design Estimate Design
SE NSE CHECK COMMERCIAL DECISION (AT GATE 2)
SOR
Submitted 3
i. To act as Industry interface for the registration and progression of an SOR
ii. To fully engage in the collaborative process through to testing and acceptance
2 Trial
3 Lead
If applicable, otherwise the phases combine
CP may be engaged on non-SORs by agreement
Blue bullets are Lead CP activities
Black bullets are collaborative activities
Combined (Copper/NGA) Product CP Engagement
New requirements
All CP originated changes for Copper must be presented
at CPCG at the concept stage as a draft SOR, this will be
reviewed at the following CPCG(s) for submission or
withdrawal
Likewise any Openreach change (products or any other)
that has a commercial impact on the CP will also be
presented to the CPCG
Requirements Review
Once CPCG agree submission, the Demand Stories are
agreed via the Copper Products Process group (CPPG)
Initial assessment, feasibility or design starts, and when
complete, the proposal will return to the Process Group
Design Review
Once the Design is complete (or at a stage that can be
shared), the CPPG will agree it against the Demand
Stories
Sense Check
Before G2, once design is complete and before the
change enters development, the change will go back to
CPCG for a sense-check to ensure the change is still
required and will be consumed by CPs.
Development
CP impacts may be realised at this stage, and are flagged as part
of the CPPG (for Copper) or Solution Development Forum (for
non-Copper), with the Technical Change Forum following up
with further communications
If a price is affected then the change will return to CPCG as
required in order to agree changes
Delivered
When a delivery is completed for an SOR, the change will return
to CPCG before it is signed off as Delivered on the SOR tool.
CPCG then have a month to review implementation and confirm
any issues or defects, the following month the CPCG will confirm
delivery or not
Reject SOR
Any proposed rejection must be advised back to CPCG after
which CPs are given one month to review the proposed
rejection
Before this, the Product Manager leading the SOR must inform
the lead/originating CP of the proposed rejection
Openreach/OTA contacts for the forums are:
New CP changes (CPCG): Alison Walpole / David Halliday
Requirements review (CPPG): Jane Rutter/Jim Reilly
IT Solution Development Forum (SDF)

This is the Industry acknowledged body responsible for validating the development of fit for
purpose solutions which enable our customers to easily order and assure our products

Its aim is to share and validate early solution designs against the acceptance criteria of the
Customer Experience Stories, which have been created and agreed by Openreach as a result of
the agreed requirements from the NWG, and EPCG

Also to maintain a clear focus on the customer journey to achieve the outcomes within the
Customer Experience Story

It aims to optimise the solutions to improve the end-to-end customer journey for the
Openreach NGA and Ethernet Service products to the benefit of our customers and
Openreach

The SDF is held by release prior to EIP 3, with ad hoc sessions where required

The intended CP audience is systems, design, operational, service and product specialists
IT Technical Communications Forum (TCF)
This is the Industry acknowledged source of technical information on CP impacting changes for CPs
consuming Openreach Products via EMP.
•
It informs CPs on what Openreach has committed to provide and outlines to CPs the features of
each change and the detail of how CPs may consume the change.
Key responsibilities of the TCF(s) are to provide a technical explanation that:
•
Makes it possible for CPs to consume our new products and product changes
•
Enables a programme of multilateral CP customer engagement and IT communication
associated with each EMP release across all products
•
Minimises unexpected barriers to CP consumption
The TCF is held by release and aligned with EIP3 publication
The intended CP audience is systems, design, operational, service and product specialists
indicative guide to documentation
Document
Description
Documents made
available
Enquiries to
(Typical) location
Statement of Requirement
Requirement held on the SOR Management Tool
As drafted or submitted
Lead CP representative or
Openreach Product Manager
listed on the SOR tool
SOR tool
Release Specific
Communications
Communications relating to scope, outage, CP
impact or documentation relating to a specific
release of systems and process
As per EIP comms
process
SRM and/or CEM
EIP briefings
and
EMP Consumption
Supplier Information Notes
/ Service Provider
Information Notes
The site is primarily aimed at providing technical
information to equipment manufacturers in order
to allow them to design equipment that is
compatible with BT's networks and services. The
site also provides notification to Service Providers
about some BT services which may be of
particular interest to them.
Openreach aims to
make these available 28
days before new or
changed products are
launched or delivered
sinet.helpdesk@bt.com
SIN Portal
Pricing information and
documents
Information on pricing on Openreach products
28 days for a new
product/price
90 days before if a
pricing change
SRM or Commercial Group
Industry forum
Portal (Pricing)
Contract documents
Contract documents for Openreach products and
services
28 days if new or
general contract review
90 days if a change
SRM or Contracts Group
Portal (Contracts)
SOR Process
Defines the SOR process
Exists business as usual,
updates made when
needed
Phil.lockett@openreach.co.uk
Portal (Products)
Product Roadmap
Defines the current Openreach Product Roadmap
Updated quarterly
SRM or Commercial Group
Industry forum
Portal (Roadmap)
Customer Service Plan
Sets out the agreed daily working practices
between Openreach and you, our customer
Exists business as usual,
updates made when
needed
SRM or the owner listed on the
Customer Service Plan page
(link to the right)
OR
Service Management Industry
forum
Portal (CSP)
Best Practice Guides
Provide CPs with useful and agreed best practices
for working within the Industry, eg for migrations,
address management etc.
Exists business as usual,
updates made when
needed
Commercial Group Industry
forum
OTA Site
and
Portal (How To)
indicative guide to documentation
Document
Description
Requirements Documents
A detailed requirements document held and
referred to from an SOR or other documentation
User Story
A detailed requirements and acceptance criteria
document held and referred to from an SOR or
other documentation
High Level Design
Documents
Design documentation held and referred to from an
SOR or other documentation, and may be specific
and limited to that, or apply over a range of changes
and/or release or product.
Detail Design documents
Design documentation held and referred to relevant
to a system, process or network change that is
being targetted for a specific delivery or release.
Final Product, Technical
and
Documents made
available
Enquiries to
(Typical) location
Product Manager or other
Openreach change lead
managing the change
Visibility via Industry forums
Portal (Industry
Forums)
and/or
SOR management
tool
Openreach aims to make
these available at EIP5
(eg 45 days) before new
or changed products are
launched or delivered
Product Manager or other
Openreach change lead
managing the change
Visibility via Industry forums
Portal (Industry
Forums)
and/or
Portal (Products)
Systems, process or network documentation held
usually applying over a range of changes and/or
release or product
Openreach aims to make
these available 28 days
before new or changed
products are launched or
delivered (NGA to be
confirmed in October)
Product Manager or other
Openreach change lead
managing the change
Visibility via Industry forums
Portal (Products)
Test or Trial feedback
(Optional – not always used) A specific set of
documents or reports applying to the planning,
execution or feedback relating to customer testing
or trial activity
Openreach aims to make
these available with time
for triallist review and
feedback
Product Manager or other
Openreach change lead
managing the change
Visibility via Industry forums as
appropriate
Identified in trial
communications
Product or Change briefings
Communications relating to Openreach products, or
other changes where not limited to a specific
product
Via Openreach.co.uk
when needed
Briefing author
Portal (Briefings)
Programme Plan
Used in Industry forums to review open SOR and
other items of interest to the CP community
Via Industry forum lead
Emma Sibbick (Ethernet and
NGA)
Tony Birkbeck (Copper)
Visibility via Industry forums
Portal (Industry
Forums)
Openreach uses these
during the development
process collaboratively
with CPs (see slide 5 for
use)