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BT & Openreach Implementing the TSR Undertakings

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Presentation on theme: "BT & Openreach Implementing the TSR Undertakings"— Presentation transcript:

1 BT & Openreach Implementing the TSR Undertakings

2 Agenda 10.30am Welcome & Introduction Jo Upward 10.40am
The Undertakings Peter McCarthy-Ward/ Greg Mook 10.55am An Update on Openreach Implementation Anne Heal/ Chris Jagusz 11.10am Overview of Product Plans for EoI Chris Jagusz LLU Barry Jacques/ Paul Barratt WLR (analogue & digital) Martin Whewell WES & BES Peter Newton/ Chris Jagusz IPstream Malcolm Austin/ Rob Thomas 12.10pm Break

3 Agenda 12.25pm Management of BT Wholesale’s Products & Portfolio Overview of Product Plans for Transparency Angus Flett / Guy Bradshaw / Rob Thomas Partial Private Circuits Guy Bradshaw/ Rob Thomas/ Mike Ward DataStream Carrier Pre-selection 12.55pm Systems Plans & Roadmap Colin Windsor 1.15pm Future Consultation & Governance Jo Upward 1.30pm Q&As 1.45pm Close (followed by Lunch)

4 BT Group TSR Programme Office
Peter McCarthy-Ward / Greg Mook

5 Delivering the Undertakings
254 discrete deliverables Each owned within a programme structure Programme Offices in each Line of Business Co-ordinated at Group Level Fortnightly tracking – reporting underway Gap analyses – local & central Early deliverables ahead of schedule

6 Programme Governance Programme Steering Group Programme Office
Role: Executive Steering Group level forum with overall responsibility for direction. Reports to the BT Board Operating Committee Programme Office Expert Group Interpretation Trouble shooting Validate projects/compliance Helpdesk Provide first line support to LoBs Record advice given Maintain Web Site – inclu. FAQs/Advice register Programme Board Ensure 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

7 Cross Group Co-ordination of Product Equivalence
STEERING GROUP OC Ofcom EAO LOB Programmes – manage LOB specific & input to/action from Group & Horizontals PROGRAMME BOARD Reporting Programme Office Global Services Openreach Wholesale Group Retail Tim Cowen General Counsel and Commercial Director Duncan Ingram Director, Business Improvement Steve Robertson CEO Bruce Stanford Director, TSR Programmes Peter McCarthy-Ward Director, Equivalence Training EAB/O Create Code of Practice Finance Remuneration schemes BTW Organisation MIS security Contract Management Mechanism NGN Equipment Co-location Leased Lines Product Transparency Culture etc Openreach Build Brand Address Matching Culture New products Number Portability etc Organisation dissolve and build Consumption of EoI services Cross Group Co-ordination of Product Equivalence

8 Retail Undertakings Programme
Process & ISD Link Legal & Regulatory People & Comms Compliance Finance John Weaver & Jeff Richardson Products Sales & Service John Weaver Operations & Behaviour Steve Askew Systems (& ISD Link) Jacqueline Steed N. Ireland Alan Hall GS Link Graham Stanton Andrew Parker & Alan Lazarus Stef Norman Neil Taylor Richard Cooper Charlie McKay

9 Undertakings Achieved
appointment of the CEO of Openreach (5.24) establishment of the Equal Access Board and Office ( ) publication of Estimated Space Availability Details (7.1.2) Openreach brand developed in accordance with 5.48 The accommodation the Openreach top team will require has been identified in readiness for delivering Undertaking Openreach build on schedule

10 EAB Remit To monitor BT’s compliance with the Undertakings including:-
Undertaking milestone achievements Equivalence KPIs Soft KPIs: perceptions, attitudes, behaviours Complaints (internal & external) Assess 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 etc Reporting… Regularly to BT Group plc Board, monthly minutes to Ofcom & annual public report

11 EAB Carl Symon Chair Sir Bryan Carsberg Independent
Stephen Pettit Independent Dr Peter Radley Independent Sally Davis BT

12 Key EAB Dates 2005 10 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 their initial KPIs, complaints handling policy 19 December Third EAB meeting. BTW and Openreach present their final KPIs 2006 1 February BT reports first quarter KPI performance April/May EAB prepares first Annual Report to Ofcom June EAB publishes summary annual report

13 Openreach implementation
Anne Heal / Chris Jagusz

14 Building a better access network
higher bandwidth services increased fault rate greater demands on field service reduce fault rate network health extended lead times free up resources additional resources reliable network reduced lead times

15 Creating a new identity
HQ signage Nov Dec Passcards Jan 06 Website domain Stationery Vans Uniforms Poster & press PR CP use of brand CP toolkit Generic copy

16 Organising our resources
CEO: Steve Robertson Chief Engineer Bob Cowie Systems Colin Windsor Service John Small Sales, Products & Marketing Anne Heal General Counsel Nigel Cheek Operations Andrew Jones John Dunn Equivalence & Public Affairs Emma Gilthorpe

17 Working with customers
Primary channel for its products; full service; active marketing and sales Three approaches to account relationships for Openreach products Buy only from Openreach Buy from Openreach and other BT businesses Buy products only from other BT businesses Direct relationship with Openreach only Parallel relationship with both Existing account relationship only Orders, faults, bills > deal directly with Openreach 1 2 3 Customer communications Nov Dec Full operation Mar 06 Implementation Jan 06

18 Overview of Product Plans for EoI

19 Barry Jacques /Paul Barratt
LLU Barry Jacques /Paul Barratt

20 Local Loop Unbundling: Product Plans to Deliver our Commitments
LLU already has EOI Retail & 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 & Wholesale volumes Implement process improvements Drive down unit costs – “zero touch”

21 Local Loop Unbundling: Systems Enhancements
(Q3) Sept- Dec 05 (Q4) Jan- March 06 (Q1) April – June 06 (Q2)June - Sept 06 Stand Alone Address Matching Service 31st Dec Address Matching Phase 0 XML Interface 30th June SMPF Phase 1 Pilot Start 13th Feb IPstream EOI Launch 30th June Pilot Start TBC Launch May - July MPF/ASSURANCE Phase 2 IPstream EOI Launch 30th June

22 Local Loop Unbundling: KPIs
The two key current KPIs related to equivalence are as follows: Percentage of MPF and SMPF orders provisioned by customer agreed date. This applies to all CPs including BT’s downstream businesses Percentage of MPF and SMPF faults cleared within 40 clock hours. This applies to all CPs including BT’s downstream businesses. Openreach will publish existing LLU KPIs to demonstrate that Industry receives the same service as BT

23 Industry Consultation
Existing Industry forums to continue No additional TSR meetings - handled through existing forums BTW to attend OTA and Industry forums Collaborative approach to continue OTA facilitation

24 WLR (analogue & digital)
Martin Whewell

25 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

26 Today’s Vertically Integrated systems and processes......

27 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 customers of BT Retail may still be managed by direct access to CSS Migration will be complete by June 2010 ISDN line migration complete by 2009 WLR2 Product withdrawal to be agreed with industry

28 .....Major redesign required

29 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 Address 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...... End user product specification unchanged

30 Consultation Milestones
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 Dec Weekly Process Workshops proposed 14th Dec IT Workshop planning Mid Jan BT Hosts IT Workshop Further IT Workshops to be scheduled

31 Wholesale Extension Services & Backhaul Extension Services
Peter Newton/ Chris Jagusz

32 BT’s Undertakings: WES and BES
TSR Overview – what needs to be done Meeting the letter and spirit of the TSR obligations Industry Agreement – Capturing Requirements Please join existing WES/BES Forum exercise Timeline and Milestones

33 BT’s Undertakings: WES and BES
WES and BES EoI by September 2006 WES A, WES B and WEES subject to request Several Backhaul Undertakings including Aggregation IBMC date for BT’s relevant retail Ethernet-based local area network extension service March 2007

34 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-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 Services (WEES) End User site to End User site

35 Proposed Timeline 20CN TSR Product Timeline C G A A A A A A A A
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. Initial Industry Forum Consultation Session Start feasibility study for new EOI products based on requirements TSR agreed, detailing BT’s undertakings Phase 1 requirements capture complete Launch new EOI products IBMC (Migration) Date Start EOI Solution Designs Systems & Process Testing Systems & Process Trial Start EOI Development C G A A A A A A A A Sep 22nd 05 Nov 14th 2005 Nov 30th 2005 Dec 1st 2005 Jan 2006 Mar 2006 July 2006 Sept 1st 2006 Sept 30th 2006 March 31st 2007 TSR review by BT / Industry Industry submitted SORs (with prioritised requirements) by 30/11/05 BT to present results of solution design to Industry for Phase 1 Launch BT to use formal notification procedures of product / price / contracts. Dates to be confirmed 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 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.

36 Building new products: TILLAP/ TILLBP
Traditional Interface 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. PPC CP network NTE Local Exchange Tier 1 Node Point of Handover TILLAP X TILLBP X

37 Malcolm Austin / Rob Thomas
IPstream Malcolm Austin / Rob Thomas

38 IPstream Broadband Equivalence
EoI for IPstream across BT Group: 31st December ’05 Actions 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 Complete (IBMC) 31st December ’06 IPstream Home & Office (ADSL) will consume SMPF IPstream Symmetric (SDSL) will consume MPF Consultation & discussion via Broadband SP Forums early in New Year

39 IPstream Equivalence – 3 elements
Retail and Global – consuming IPstream equivalently 1 OneIT Systems Plan Front end Systems and Process changes. Training and Compliance Wholesale providing IPstream equivalently 2r Systems and Process changes requiring downstream and upstream interdependent changes 2w Communications Providers consuming IPStream 3 Upgrade changes for Communications Providers (to match retail access)

40 IPstream Equivalence OneIT Systems Plan 1 2w 2r 3 3
Retail and Global – consuming IPstream equivalently OneIT Systems Plan 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 measures in systems and processes 1 Wholesale providing IPstream equivalently 2w 2r Increase capacity of B2B gateway Increase capacity of external availability checker Enhance processes to handle incompatible products Communications Providers consuming IPStream Improved test and diagnostics Enhanced billing T&Cs Improved escalation process 3 3

41 System & Process Interdependent Changes
2w 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 volumes. 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 equivalent manner.

42 Upgrade Changes for Communications Providers
3 Upgrade Changes for Communications Providers 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. Enhanced 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 Process – 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

43 IPStream Migrations All Communications Providers to experience:
Migration in scope for December 2005 From To Dec 2005 TSR Compliant Yes IPStream Yes* Datastream IPStream/ Datastream SMPF IP Stream/ Datastream No IPStream/ Datastream + BTR PSTN or WLR MPF In scope for June 2006** All Communications Providers to experience: Standard lead 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

44 Break

45 Undertakings Implementation Management of BT Wholesale’s Products & Portfolio
Organisational & Governance Approach Angus Flett / Guy Bradshaw / Rob Thomas

46 Guiding Principles – a common baseline
Maintain operational efficiencies, where no conflict with Undertakings Meet both the letter and the spirit of the Undertakings Transform into a high-quality and responsive wholesaler Design implementation in an efficient manner Drive changes in both behaviour and outcome

47 Product Management Organisation: Colour Key
KEY: Four “Product” Communities RED BTW CORE NETWORK SERVICES or “BTW-CNS” (‘BTWS’ in the Undertakings) BLUE BTW VALUE-ADDED NETWORK SERVICES or “BTW-VNS” (‘BTS’ in the Undertakings) GREEN BTW NEW & UNREGULATED SERVICES or “BTW-UNS” WHITE SHARED FUNCTIONS (which support the three product management units)

48 Product Management Organisation: Separation framework
Cameron Rejali Portfolio Tarquin Bellinger Product Management Angus Flett Programme Management Paul Banjo Comm mgt Cust exp -Other Pricing Prog mgt Pricing Prod devt Prog mgt Pricing Prod devt Prog mgt Pricing Prod devt BTW-CNS BTW-VNS BTW-UNS

49 Director, Product Management
Angus Flett Director, Product Management Andy Kennedy Commercial Management Andy Jugg BTW-VNS IPstream & Voice Mike Ward Acting BTW-CNS - Interconnect Guy Bradshaw Customer Experience Don Peacock PRICING Rob Thomas BTW-CNS - Datastream & Data BTW-CNS BTW--VNS BTW-UNS Guy Bradshaw (Acting) BTW - New & Unregulated Services

50 Paul Banjo (NDH) Director, Product Development Programme Management
BTW-CNS Development & Launch Steve James Pipeline Management and Key Programmes Keith Edwards BTW-VNS Development & Launch Andy Wyatt Pete Burrell BTW-UNS / Applications Product Development Process & Trials Experience, Customer

51 Information flows (Common functions are fundamental to ensure data separation and control)
Product KPI’s, Product Plans, Development KPI’s, Business cases, Pricing papers, MIS Common functions Commercial Management Customer Experience Portfolio Pipeline Pricing BTW-CNS BTW-VNS BTW-UNS

52 Overview of Product Plans for Transparency Mike Ward / Guy Bradshaw / Rob Thomas

53 TRANSPARENCY For PPCs, CPS and DataStream BT shall:
within three months of these undertakings taking effect provide sufficient transparency to other Communications Providers (CPs) to enable them to identify and understand any differences between the matters BT is required to list in its reference offer pursuant to the relevant SMP condition in connection with the above products and services which it provides to other CPs and the comparable products and services that it supplies to itself; use reasonable endeavours at all times to resolve any outstanding issues with any other CPs concerning the provision of [those products] to that CP For TILLAPs/TILLBPs: ensure the costs attributable to TILLAP/TILLBP (when provided) form part of the cost stack for BT’s relevant PPCs

54 DataStream, PPCs and Carrier Pre-Select (CPS)

55 DATASTREAM IROs Two Internal Reference Offers (IROs) “BT Datastream ADSL and BT’s Internal Arrangements for Network Access “, and “BT Datastream and BT IPstream ADSL Virtual Paths and BT’s Internal Arrangements for Network Access” The two current IROs can be found on: [log-on] > Broadband > Products > BT Datastream > Terms and Conditions Italics added

56 DATASTREAM – Progress report
22 Dec 2005 Publish IROs June 05 Issue IROs v1 15/9 – 21/10 Commence Consultation 1/12 – 15/12 Respond to Customer feedback Consultation process 15/09/05 – 21/10/05 Invited Customer Feedback 24/10/05 – 01/12/05 BT will review all feedback and update IROs 01/12/05 – 15/12/05 Respond to customer feedback We received feedback from 6 Communication Providers and, in total, there were approx. 50 questions raised Publish updated Datastream IROs – 22nd December 2005

BT Wholesale procedure introduced to track and manage customer Datastream raised issues. BT Wholesale Account Managers will register the Issue on behalf of the customer and provide feedback Communications to BT Wholesale Account Managers to be completed early December with process formally launched by the 22nd December 2005

58 DATASTREAM – next steps
BT will continue to engage with industry via the following processes and fora: SoR process (via Account Management teams) for Datastream Consult21 process for Datastream futures

59 PPCs - IRO 22 Dec 2005 22 Sept 05 4 – 31 Oct 05 4th October - Draft Internal Reference Offer (IRO) published to Industry for comments 14th October – Formal response to Replicability consultation document 31st October – Industry comments on draft IRO 22nd December – IRO published to Industry

60 PPCs - Issues Management
Specific information and examples of how we provide comparable products to ourselves. Links to a number of websites and documents which provide significant detail on our internal arrangements Ability to provide customers with sufficient information to enable them to raise informed questions and issues should the need arise.

61 PPCs – next steps PPC Product Team will be engaging with Industry & Ofcom in the following forums: Quarterly Industry Forums PPC / Ofcom quarterly Forums Issues raised at these meetings are discussed, logged and investigated, resulting in a conclusion satisfactory to both parties.

62 CPS As CPS is not supplied internally there is no need for an IRO.
BT is however required to address customer issues and this process is well advanced

63 CPS - Issues already addressed
What has changed? CPSOs now able to place CPS Orders on Saturdays CPS Gateway SLAs new targets at 98% (up from 90%) BTR now required to follow forecasting regime as documented in the CPS Process Document and forecast CPS “Return to BT” orders BTR now charged for CPS “Return to BT” orders Complete list of “conflicting products” now on BT Wholesale CPS web page All the above changes are already in place and being utilised

64 CPS Issues What is planned to change?
Availability of the NAD to help with “Post Code” mismatch rejections This will be available from December 2005 (this is the address matching service) Migration of customers between “Calls Products” and “Calls Providers”, to include a “bulk” capability This enhancement is currently in design and planned for launch April 2006 CPSOs will have the capability to manage Change Of Address (different number) orders This enhancement is currently in design and planned for launch August 2006

65 CPS What is currently being investigated?
BT is investigating the possibility of giving CPSOs the capability to invoke “Cancel Other” via the CPS Gateway This requirement is currently subject to a feasibility assessment, due to report in December 2005 BT and CPS Industry have suggested a review of the “reasons for rejection” of CPS orders The Industry have agreed that this activity should be carried once the WLR3 rules have been understood and agreed, expected mid to late 2006

66 CPS – next steps BT will continue to engage with industry via the following Industry forums; Ofcom Service Providers Forum - Quarterly WA and CPS Commercial Group - Monthly CPS Process Group - Monthly WA and CPS IT forum - Monthly CPS Order Desk Managers Meeting - Quarterly Issues are raised at these meetings and discussed on an Industry wide basis, resulting in the implementation of enhancements to the product and/or system.

67 Delivering the TSR - systems
Colin Windsor

68 Delivering the TSR - A major systems opportunity…
Move from product silos to platforms, independent of customer, product and organisation Platforms Unify the customer experience Customer Experience Increase the pace to the 21 CN architecture 21 CN Design for an end to end, right first time approach End to end monitoring Design for scale, test and resilience Integrity and Scalability

69 Infrastructure and Deliver
... but a major systems programme Develop Infrastructure and Deliver Customer Migration 2005 2006 2007 2008 2009 Retail Build systems infrastructure to support the retail customer base Re-engineer 200+ processes Retrain customer centers Remove access to CSS Plan for the migration of the 20+ million customers Retrain customer centers Migrate 20+ million customers Scale systems Change systems for equivalence Open up systems to enable Openreach to trade Design 21CN future products for equivalence Wholesale Build systems infrastructure to provide support to BT and industry to the Openreach products (LLU, WLR, WES/BES) Build infrastructure to ensure Openreach can operate as a line of business Ensure that systems maximize the synergies in uniting the field force Scale systems to support industry Systems separation Openreach Equivalence trading of products Global

70 TSR Undertakings to end Dec 2006

71 Changes to enable equivalence
Products now layered. Gateways : Volumetrics Gateways : Downstream BT to use red side access Need to restrict systems - CSS/COSMOSS direct access Regulatory Audit – Open and Transparent working Field Service processes to change to become fully equivalent Equivalent product Service Wraps

72 Openreach - Commitments
Ofcom also require full physical data separation between Openreach and the rest of BT by end June 2010 Additionally, Ofcom have set dates for “logical” separation of data Full systems separate in Openreach by June 2010

73 Delivering Equivalence Architecture
Colin Windsor

74 Today Non-EoI Simplified Architecture
BT Retail /GS customers Expedio Converge e-CRF Classic PIP Fastservice Etc Vserve PACS INS CSS BPS NCAS Minerva OneSiebel ECo-X Cosmoss CSS Etc SMART Siebel etc Flowstream CSS Billing orchest- ration BB Comms Providers Flow/ CSS Vserve PACS INS CSS BPS NCAS Gateway Portal Siebel Eco-BB SMPF Space/CSS Eco-LLU SPG CSS CPS/NP CSS COSMOSS Eco-X BTW Customers

75 Simplified EOI Architecture Openreach/BTW
Comms Provider (incl Retail) Gateway Portal Customer Mngt (Siebel) Service Fulfilment Assurance etc (Clarify) IPstream BTW EOI Billing (Geneva) SMPF/MPF Comms Provider Gateway or Portal WLR Calls setup LLU WLR WES Customer Mngt (Siebel) Service Fulfilment Assurance etc (Clarify) Access & Backhaul Openreach Billing (Geneva) Dialogue Services

76 Openreach Target Architecture
OR Firewall Customers B2B Portal Monitor Progress Fallout Mgmt OR CMC Dialogue Services Line Qual. Services. C.R.M. Address Services Appointing Services Diagnostic Services Trouble Ticketing Order Orchestration Billing Network Inventory Workforce Mgmt. Line Test Service Inventory Route Mgmt. Number Portability WES/BES Fulfilment WLR Fulfilment LLU Fulfilment Assurance

77 A new approach to working in IT
Changing delivery culture in BT Internally Focused to Customer Focused From traditional waterfall methods to agile methods Customer Focused Communicate effectively (often and openly) Collaboration at all stages Transparency on what is happening internally Integrated approaches (testing, deployment etc) Think Customer e2e

78 CP - Collaboration Forums
Processes To Be Processes Interfaces Interface Specification Message Definitions Error Handling Error Codes Deployment Agree strategies Pilot TOR Trial TOR Operator Cut-over Interface (Web Portal) Online Rules Look and feel Prototyping Testing Approach Identify Lead Operator Agree success criteria Develop test cases Agree environments Agree Test Plan Collaboration Web Site - documentation - test stubs - known problems - FAQs - feedback process

79 Delivery Method Deliverables will be focused around 90 day cycles
Each 90 day cycle considers Requirements Development Deployment In parallel Requirements gathered using collaboration forum Hot House used to define the How Directly with the CPs on the How Early exposure of functionality and interfaces to CPs CPs invited to Hot Houses Scope Bank to manage scope

80 Over Riding Principles
Equivalence Management Platform – equivalent to all!!! Common COTS products supporting all products (Siebel, Clarify, Geneva) System which is independent of product, customer and organisation Target for straight through processing Horizontal scalability Resilience and Failover Design for Test Reference Architectures Available Staged Migration for CPs 21CN Cognizant

81 Future Consultation & Governance
Jo Upward

82 Future Consultation We are committed to a series of Consultations
We want to understand your issues and we want your feedback. Product issues Systems development & integration Identity, branding & mass market communications Customer facing processes & behaviours KPIs (on hard & soft issues) Through events, bi-laterals and questions received

83 Consultation Framework & Timeline
January & February 2006 November 2005 December 2005 March & April 2006 April 2006 onwards October 2005 Consultation/ Communication Channel management Events & Customer Meetings Communication Product equivalence Customer & Mass market communications Review (of Issues) Identify topics for Consultation Agree owners Consultation (on agreed topics) Using existing Industry Bodies & new Working Groups where necessary. Review & Measurement Quarterly Review Events Focus groups Specific Consultations Exchange Space

84 Working Group Structure & Governance
We plan to utilise: existing Industry Groups wherever possible. existing Openreach or BT Wholesale representatives would continue to represent BT on these industry forums as experts & ‘buddies’. We will identify focused topics which we may decide to run dedicated and defined consultation working groups new Industry Groups (and buddies) may be required for a defined period. We plan to run Quarterly feedback events to update progress we expect this to start at the end of February

85 Close Jo Upward

86 Your Feedback is important

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