BT OpenreachImplementing the TSR Undertakings.ppt

1、BT & Openreach Implementing the TSR Undertakings,Welcome,Agenda,Agenda,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 Fo

2、rtnightly tracking reporting underway Gap analyses local & central Early deliverables ahead of schedule,Programme Governance,Programme Steering GroupRole: Executive SteeringGroup level forum with overall responsibility for direction. Reports to the BT Board Operating Committee,Programme BoardEnsure

3、best practice, Track Progress, Manage Priorities Resolve Project Issues, Ensure Cross-Line of Business Consistency Programme Communications Escalate where required to the Steering Group,Reporting By project By Undertaking owner,Expert Group Interpretation Trouble shooting Validate projects/complianc

4、e,Helpdesk Provide first line support to LoBs Record advice given Maintain Web Site inclu. FAQs/Advice register,Programme Office,Cross Group Co-ordination of Product Equivalence,OC Ofcom EAO,LOB Programmes manage LOB specific & input to/action from Group & Horizontals,Reporting,PROGRAMME BOARD,STEER

5、ING GROUP,Retail,Openreach,Wholesale,Global Services,Bruce Stanford Director, TSR Programmes,Programme Office,BTW Organisation MIS security Contract Management Mechanism NGN Equipment Co-location Leased Lines Product Transparency Culture etc,Openreach Build Brand Address Matching Culture New product

6、s Number Portability etc,Organisation dissolve and build Consumption of EoI services,Tim Cowen General Counsel and Commercial Director,Duncan Ingram Director, BusinessImprovement,Steve Robertson CEO,Group,Peter McCarthy-Ward Director, Equivalence,GS Link,Retail Undertakings Programme,Process & ISD L

7、ink,Legal & Regulatory,Compliance,Finance,Products,John Weaver & Jeff Richardson,Sales & Service,John Weaver,Operations & Behaviour,Steve Askew,Jacqueline Steed,N. Ireland,People & Comms,Alan Hall,Graham Stanton,Richard Cooper,Andrew Parker & Alan Lazarus,Stef Norman,Neil Taylor,Charlie McKay,System

8、s (& ISD Link),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 5.48The accommodation the Openreach top team will requir

9、e has been identified in readiness for delivering Undertaking 5.33.1Openreach build on schedule,EAB Remit,To monitor BTs compliance with the Undertakings including:-Undertaking milestone achievements Equivalence KPIs Soft KPIs: perceptions, attitudes, behaviours Complaints (internal & external) Asse

10、ss 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 etcReporting Regularly to BT Group plc Board, monthly minutes to Ofcom & annual public report,EAB,Carl Symon ChairSir Brya

11、n Carsberg Independent Stephen Pettit Independent Dr Peter Radley Independent Sally Davis BT,Key EAB Dates,200510 October EAB members announced 1 November EAB formally launched 3 November First EAB meeting: introductions, governance, Code of Practice 21 November Second EAB meeting. Openreach present

12、 their initial KPIs, complaints handling policy 19 December Third EAB meeting. BTW and Openreach present their final KPIs20061 February BT reports first quarter KPI performance April/May EAB prepares first Annual Report to Ofcom June EAB publishes summary annual report,Openreach implementation,Anne

13、Heal / Chris Jagusz,Building a better access network,higher bandwidth services,increased fault rate,greater demands on field service,extended lead times,additional resources,reduced lead times,free up resources,reliable network,network health,reduce fault rate,Creating a new identity,CP use of brand

14、 CP toolkit Generic copy,Organising our resources,Sales, Products & Marketing Anne Heal,General Counsel Nigel Cheek,Operations Andrew Jones John Dunn,Equivalence & Public Affairs Emma Gilthorpe,Systems Colin Windsor,Service John Small,Chief Engineer Bob Cowie,CEO: Steve Robertson,Working with custom

15、ers,Primary channel for its products; full service; active marketing and sales,Three approaches to account relationships for Openreach products,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

16、 & 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 & Wholesal

17、e volumes Implement process improvements Drive down unit costs “zero touch”,Local Loop Unbundling: Systems Enhancements,Address Matching Phase 0,(Q3) Sept- Dec 05,(Q4) Jan- March 06,(Q1) April June 06,(Q2)June - Sept 06,SMPF Phase 1,MPF/ASSURANCE Phase 2,Local Loop Unbundling: KPIs,Openreach will pu

18、blish existing LLU KPIs to demonstrate that Industry receives the same service as BT,Percentage of MPF and SMPF orders provisioned by customer agreed date. This applies to all CPs including BTs downstream businesses Percentage of MPF and SMPF faults cleared within 40 clock hours. This applies to all

19、 CPs including BTs downstream businesses.,The two key current KPIs related to equivalence are as follows:,Industry Consultation,Existing Industry forums to continue No additional TSR meetings - handled through existing forums BTW to attend OTA and Industry forumsCollaborative approach to continueOTA

20、 facilitation,WLR (analogue & digital),Martin Whewell,Wholesale Line Rental Market - 2005,Vertically integrated supply of BT Retail Lines Equivalence delivered through WLR2 product to Service Providers Over 2M PSTN and ISDN WLR2 Lines,Todays Vertically Integrated systems and processes,Migration will

21、 be complete by June 2010 ISDN line migration complete by 2009 WLR2 Product withdrawal to be agreed with industry,Wholesale Line Rental 2007-2010,Openreach will supply WLR3 through equivalent systems and processes From 1/1/07 new end user customers will be provided through EoI systems Existing custo

22、mers of BT Retail may still be managed by direct access to CSS,.Major redesign required,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 A

23、ddress 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

24、End user product specification unchanged,22nd Sept SPF Commercial Group: Discussion of principles 12th Oct Commercial Group Working Party 13th Oct FSPA Plenary Update to industry 20th Oct Commercial Group Draft Product Description presented 24th Nov - Commercial Group Issue Product Description From

25、Dec 05 Weekly Process Workshops proposed 14th Dec - IT Workshop planning Mid Jan - BT Hosts IT WorkshopFurther IT Workshops to be scheduled,Consultation Milestones,Wholesale Extension Services & Backhaul Extension Services,Peter Newton/ Chris Jagusz,TSR Overview what needs to be doneMeeting the lett

26、er and spirit of the TSR obligationsIndustry Agreement Capturing Requirements Please join existing WES/BES Forum exercise Timeline and Milestones,BTs Undertakings: WES and BES,WES and BES EoI by September 2006WES A, WES B and WEES subject to request Several Backhaul Undertakings including Aggregatio

27、n IBMC date for BTs relevant retail Ethernet-based local area network extension service March 2007,BTs Undertakings: WES and BES,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

28、-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 Serv

29、ices (WEES) End User site to End User site,Proposed Timeline,A,A,A,20CN TSR Product Timeline,Sep 22nd 05,Start feasibility study for new EOI products based on requirements,Dec 1st 2005,Jan 2006,Start EOI Development,Mar 2006,Systems & Process Testing,Systems & Process Trial,Sept 1st 2006,Launch new

30、EOI products,Sept 30th 2006,Start EOI Solution Designs,Nov 14th 2005,A,A,July 2006,C,Initial Industry Forum Consultation Session,Nov 30th 2005,TSR agreed, detailing BTs undertakings,TSR review by BT / Industry,Phase 1 requirements capture complete,Industry submitted SORs (with prioritised requiremen

31、ts) by 30/11/05,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.,March 31st 2007,IBMC (Migration) Date,A,BT to present results of solu

32、tion design to Industry for Phase 1 Launch,Please note that the launch on 21CN is subject to the deployment of 21CN NGN across the UK.,Consultation between Industry and BT to aide creation of product definitions (dates to be agreed 14/11/05),BT to use formal notification procedures of product / pric

33、e / contracts. Dates to be confirmed,A,A,G,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.,Building new products: TILLAP/ TILLBP,Traditional Interfa

34、ce Leased Line Access / Backhaul Product*Described in Undertakings Developed if demand exists Of greatest interest to network operators Customer meetings & industry consultation * The situation is different for RBS.,CP network,NTE,Local Exchange,Tier 1 Node,Point of Handover,PPC,TILLAP,TILLBP,X,X,IP

35、stream,Malcolm Austin / Rob Thomas,,IPstream Broadband Equivalence,EoI for IPstream across BT Group: 31st December 05Actions 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

36、 Complete (IBMC) 31st December 06Actions IPstream Home & Office (ADSL) will consume SMPF IPstream Symmetric (SDSL) will consume MPF Consultation & discussion via Broadband SP Forums early in New Year,Wholesale providing IPstream equivalently,Retail and Global consuming IPstream equivalently,Front en

37、d Systems and Process changes. Training and Compliance,Systems and Process changes requiring downstream and upstream interdependent changes,IPstream Equivalence 3 elements,Upgrade changes for Communications Providers (to match retail access),Communications Providers consuming IPStream,OneIT Systems

38、Plan,1,2r,2w,3,IPstream Equivalence,Wholesale providing IPstream equivalently,Retail and Global consuming IPstream equivalently,Communications Providers consuming IPStream,OneIT Systems Plan,1,2r,2w,3,Increase capacity of B2B gateway Increase capacity of external availability checker Enhance process

39、es to handle incompatible products,Improved test and diagnostics Enhanced billing T&Cs Improved escalation process,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 m

40、easures in systems and processes,3,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 vo

41、lumes.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 e

42、quivalent manner.,System & Process Interdependent Changes,2w,Woosh Functionality Improvements to ease of access for testing via , along with access to a new functionality to enable batch session kill for all CPs. Access to further diagnostic tools via are planned. Customer Communication imminent.En

43、hanced 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 Proces

44、s 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,Upgrade Changes for Communications Providers,3,IPStream Migrations,All Communications Providers to experience: Standard le

45、ad times Same order gateways Same process for migrating Same reporting mechanisms Same pricing Same systems,* Subject to outcome of validation process * Subject to agreement with OfCom,Break,Undertakings Implementation Management of BT Wholesales Products & Portfolio,Organisational & Governance Appr

46、oach Angus Flett / Guy Bradshaw / Rob Thomas,Guiding Principles a common baseline,Meet both the letter and the spirit of the Undertakings,Maintain operational efficiencies, where no conflict with Undertakings,Design implementation in an efficient manner,Drive changes in both behaviour and outcome,Tr

47、ansform into a high-quality and responsive wholesaler,Product Management Organisation: Colour Key,RED,BLUE,GREEN,BTW CORE NETWORK SERVICES or “BTW-CNS” (BTWS in the Undertakings),BTW NEW & UNREGULATED SERVICES or “BTW-UNS”,BTW VALUE-ADDED NETWORK SERVICES or “BTW-VNS” (BTS in the Undertakings),KEY:

48、Four “Product” Communities,WHITE,SHARED FUNCTIONS (which support the three product management units),BTW-CNS,Prog mgt,Prod devt,Pricing,BTW-VNS,Prog mgt,Prod devt,Pricing,Product Management Angus Flett,Pricing,Programme Management Paul Banjo,Comm mgt Cust exp -Other,Cameron Rejali,Portfolio Tarquin

49、Bellinger,Product Management Organisation: Separation framework,Prog mgt,Pricing,Prod devt,BTW-UNS,Angus Flett Director, Product Management,Guy Bradshaw Customer Experience,Andy Kennedy Commercial Management,Rob Thomas BTW-CNS - Datastream & Data,Mike Ward Acting BTW-CNS - Interconnect,Andy Jugg BTW-VNS IPstream & Voice,Don Peacock PRICING,Guy Bradshaw (Acting) BTW - New & Unregulated Services,