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FairPoint Wholesale User Forum Portland, Maine John Berard, Director, Wholesale Customer Relations Agenda & Opening Remarks January 23, 2008.

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Presentation on theme: "FairPoint Wholesale User Forum Portland, Maine John Berard, Director, Wholesale Customer Relations Agenda & Opening Remarks January 23, 2008."— Presentation transcript:

1 FairPoint Wholesale User Forum Portland, Maine John Berard, Director, Wholesale Customer Relations Agenda & Opening Remarks January 23, 2008

2 FairPoint Wholesale User Forum - Proprietary and Confidential 1 Agenda – Morning Session Webex/Conf Bridge Etiquette Mute Phones when not speaking *6 (*6 again to un-mute) Never put your phone on hold to take another call (avoids music on hold) State your name and company when speaking Ask Questions at the end of the slide not in the middle. Two options (raise hand on Webex or un- mute and ask your question)

3 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 2 Agenda – Morning Session Morning Agenda Close and Cutover Update – Michelle Hymson Central Office Access Post Close – Claudia D’Amato Billing Update – Rich Murtha Morning Break OSS Test Plan – John Berard

4 FairPoint Wholesale User Forum Portland, Maine Michelle Hymson, AVP Wholesale Services Close and Cut-Over Update January 23, 2008

5 FairPoint Wholesale User Forum - Proprietary and Confidential 4 Close and Cut-Over Update Regulatory Approval phase Transition Services phase VerizonSystemsFairPoint Operates Tentative Close Date February 29, 2008 Planned Cut Date July 31, 2008 Transaction Timelines

6 FairPoint Wholesale User Forum Portland, Maine Claudia D’Amato, Service Manager, Wholesale Customer Care Collocation Access Post Close January 23, 2008

7 FairPoint Wholesale User Forum - Proprietary and Confidential 6 Access to FairPoint Properties FairPoint Communications is committed to providing as seamless a transition as possible for Wholesale Customers with Collocation sites in ME, NH and VT Collocated Customers currently doing business with Verizon in ME, NH & VT have been identified. FairPoint has posted requirements on its Wholesale Web site for Collocated Customers to provide employee specific information to help with the transition. An detailing the requirements has also been sent to identified Wholesale Customers.

8 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 7 Access to FairPoint Properties Wholesale Customer Employees who will be working at FairPoint properties will require a FairPoint ID card. FairPoint IDs and Access Cards/Keys will be provided no later than 2 weeks prior to scheduled sale close date A FairPoint Picture ID Card Request Form must be filled out and returned for each employee ID request. The Request Form must be returned to FRP in order for a FairPoint ID to be issued for the individual The ID will carry a photo of the Wholesale Customer Employee & will clearly identify the holder as a non- FairPoint employee

9 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 8 Form to be returned to: FairPoint Communications Rich Murtha 155 Gannett Dr. So. Portland, ME Name = CLEC Employee Name Location = CLEC address Date Required = Leave Blank Non-Employee Collocator = Check Box FairPoint Sponsor = Rich Murtha Title = Director Customer Operations Wholesale Sponsor’s Phone # = Authorized Signature = FRP Sponsor to sign Access to FairPoint Properties

10 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 9 Access to FairPoint Properties Wholesale Customer Employees requiring access to FairPoint properties to work at their collocation sites will be issued Access cards and/or Keys as required. A Non-Employee Regional Access Card/Key Application must be completed and returned to FairPoint

11 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 10 Form to be returned to: FairPoint Communications Rich Murtha – Director Customer Operations – Wholesale 155 Gannett Dr. So. Portland, ME Reason For Request = Other Old Card Key # = VZ Collo ID (if available) Section 2 all fields should be filled out Section 3(A) to be signed by Wholesale Customer Mgr. Section 3(B) will be signed by FairPoint Sponsor. Section 4 = Information in text box above. Access to FairPoint Properties

12 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 11 Section 5: check off the states in which technician access is required to work at collocated sites. Access to FairPoint Properties

13 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 12 Access to FairPoint Properties Identified Wholesale Customer Employees will be issued IDs, access cards and/or keys to be used for entrance into identified Collocation sites. FairPoint will send access cards and/or keys via Express mail to the designated Wholesale Customer contact person approximately 2 weeks before the scheduled sale close date. During the business day access problems on or after February 29 th to any collocated site should be submitted via to or call Access problems occurring during non-business hours should be directed to FairPoint’s Maintenance Control Organization at Access issue escalations should be directed to: Barney Boynton Director – Operational Risk

14 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 13 Upon receipt of the FairPoint ID, the Wholesale Customer Employee must sign and return the FairPoint Picture ID Card Receipt. Return form to : FairPoint Communications, Inc Barney Boynton 155 Gannett Dr. So. Portland, ME Access cards will not be activated until receipt is returned to FairPoint. Access to FairPoint Properties

15 FairPoint Wholesale User Forum Portland, Maine Rich Murtha, Director Wholesale Operations Billing and Disputes January 23, 2008

16 FairPoint Wholesale User Forum - Proprietary and Confidential 15 FairPoint Wholesale Billing Close Feb 29 th 2008 Billing: After close you will continue to receive billing in the same format it is received today from the same connections you currently use with Verizon. Payment Your payments will be processed by Verizon until cutover currently scheduled for the end of July. If the wholesale customer pays via lockbox, they will continue to remit the payment in the same manner they do today. If the Wholesale customer processes payments via wire you will continue to remit in the same manner you do today. You will also continue to receive your DUF Files etc in the same manner as you do today until Cut-Over.

17 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 16 FairPoint Wholesale Billing Cut-Over Billing FairPoint will be converting the Billing process from today's CABS interface to CDG. Invoices will be in BDT/CSR format – CSR’s are optional. Delivery methods are CD, Paper and FTP - FTP will replace the NDM option. Current Bill Date will be maintained. CDG will be holding 18 months of history prior to data being archived Billing disputes and collections will be processed together within the ordering center to have a complete order process. DUF/MUF will be in industry standard EMI format - Issue 22 Version 3 Delivery options are CD/ , FTP and Cartridge. Current delivery schedule will be maintained. Payment Payments methods will be Check via wholesale lockbox, Wire Transfer, Electronic Transfer

18 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 17 FairPoint Wholesale Disputes and Collections FairPoint requests that wholesale customers submit a complete wholesale claim with all required fields entered. All claims that are incomplete will be returned and FairPoint will request that the customer supply the missing elements and resubmit the claim via the wholesale dispute resolution process. A copy of the dispute form will be posted on the website. Key elements to verify before submitting a claim: Ensure all required fields appearing in the Section 1 table are complete Ensure all data populated in the fields subject to validation is complete and accurate Review the Claim Type to determine if the selected Claim Type requires a Circuit ID/CLLI/WTN or PON Ensure the selected Bill Date reflects the charges in dispute All claims should be formatted to conform to the FairPoint “Wholesale Billing Claims Spreadsheet.” This spreadsheet will be sent back to customers containing the resolution for the submitted claim. When FairPoint receives an with one or more spreadsheets attached, every claim on a single spreadsheet will be investigated at the same time, which FairPoint refers to as a “Batch.” FairPoint will provide its initial response to all claims listed in the spreadsheet at the same time, which FairPoint refers to as a “Batch Level” response. FairPoint will have the ability to send customer status reports as claims are investigated in addition to the final resolution response.

19 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 18 FairPoint Wholesale Disputes and Collections Claim Types As noted above, the “Circuit ID/CLLI/WTN” and “PON” fields are required fields only in certain circumstances. These circumstances are identified in the chart below BLK- Customer telephone line block is billing incorrectly DISC- A circuit or line that is billing after the request of disconnection. LPC- Invalid or incorrect Late Payment Charges appear on the customer bill. MRC- Invalid or incorrect Monthly Recurring Charges appear on the customer bill. NRC- Invalid or incorrect Non-Recurring Charges appear on the customer bill. RAT- Invalid or incorrect Rates, per tariff or contract, appear on the customer bill. TAX- Invalid or incorrect Taxes/Surcharges appear on the customer bill USG- Invalid or incorrect Usage fees appear on the customer bill.

20 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 19 FairPoint Wholesale Disputes and Collections Acknowledgment and Assignment of Tracking Numbers. When submitting wholesale claims, all required fields must have the correct data populated within the cell. If the customer-provided spreadsheet does not contain complete information in the required fields, the claim will be rejected. Once the customer has supplied the missing information and has resubmitted the claim, FairPoint will validate the fields indicated in the Section I table. Once these fields have been validated, the claim will be acknowledged. If a customer has a claim involving multiple lines with a matching BAN, Bill Date in Dispute and Claim Type, FairPoint will assign a single FairPoint Audit Tracking Number. All customer responses will contain an attached Wholesale Billing Claims Spreadsheet with information pertaining to each submitted claim item.

21 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 20 FairPoint Wholesale Disputes and Collections Resolution Status FairPoint will respond to all claims using the standard Wholesale Billing Claim Spreadsheet and note all findings in the the Spreadsheet is attached to. This spreadsheet will be sent to the customer as an attachment to a FairPoint Response Letter. FairPoint responses will include:  WCIT Audit Tracking Number – Assigned FairPoint Claim Tracking Number associated with each line (Circuit ID/ CLLI/WTN) in the claim.  Source of Payment Terms – Indicates whether the claim relates to a Tariff or Contract (e.g. ICA). For disputes that do not relate to a Tariff or Contract, “Not Applicable” is placed in this field.  Status – The Status will denote investigation findings for a specific line (Circuit ID/ CLLI/WTN) in dispute. Status findings are noted as “Resolved” or “Pending Investigation”.  Notes – Notes pertaining to the claim investigation findings and resolution.  Denied Amount – The dispute that remains as a valid charge.  Approved Amount – The dispute amount to be credited to the customer.

22 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 21 FairPoint Wholesale Disputes and Collections Inquiries When you have general questions regarding your billing account, you should contact the FairPoint Billing Claim Center. Example of Inquiry Activity: Bill copy requests (handled by both claims and collections) Explanation of bill Address change for bill Request for electronic billing 800 Numbers for FairPoint: Wholesale Billing Disputes and Collections Address: Should you have any questions regarding payments, please contact your Payment Contact Center. Please do not submit a claim regarding payments or misapplied payments.

23 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 22 FairPoint Wholesale Billing, Disputes and Collections Questions

24 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 23 FairPoint Wholesale User Forum On Break

25 FairPoint Wholesale User Forum Portland, Maine John Berard, Director Wholesale Customer Relations OSS TEST PLAN January 23, 2008

26 FairPoint Wholesale User Forum - Proprietary and Confidential 25 Agenda - OSS Test Plan Overview Roles and Responsibilities FairPoint and Wholesale Customer The Schedule Phase 2 Wholesale Customer Integration Testing Phase 3 Wholesale Customer Certification Test Metrics Defect Management

27 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 26 Overview FairPoint provides Wholesale Customers a Wholesale Customer Testing Environment supporting Pre-Order, Order and Trouble Administration Transactions for both ASR’s and LSR’s.

28 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 27 Roles and Responsibilities – FairPoint Define Test Decks Identify and Communicate Test Data in support of Wholesale Customer Certification Satisfy Data and Environment Requirements Validate connectivity from Wisor to backend OSS systems prior to Wholesale Customer testing Work in conjunction with individual Wholesale Customer's to provide and confirm access to Wisor

29 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 28 Roles and Responsibilities – FairPoint Define Test Execution Calendar and Detailed Schedule Log defects and manage defects to resolution internally Conduct Wholesale Customer Defect Status Meetings Develop, maintain, and publish weekly test execution and defect metrics reports for Wholesale Customer's Retest defects and provide environment certification test support Review and Refine Tests

30 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 29 Roles and Responsibilities - Wholesale Customer’s Work with FairPoint to establish connectivity to Wisor Gateway (find connectivity ) Define test data requirements and deliver to FRP per agreed upon schedule Execute tests via Wisor and/or GUI Communicate and/or log defects for failed tests Retest defects and confirm resolution Participate in Defect Status Meetings

31 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 30 Schedule - Phase 1, 2, 3 TEST PHASEDATESDESCRIPTIONEXIT CRITERIA PHASE I: Internal Testing 02/01/08 to 03/14/08 FairPoint/Capgemini to conduct product, integration and system testing of all OSS/back office systems and Wholesale application. Wholesale Customers work with FairPoint to establish connectively. 100% Test Case Execution 90% Pass Rate All Outstanding Sev 1 and Sev 2 Defects have been documented and communicated to Wholesale Customer’s by FairPoint. PHASE II: Wholesale Customer Integration Testing 03/17/08 to 04/25/08 FairPoint and Wholesale Customer’s work collaboratively to define and execute integration tests to backend systems. 100% Test Case Execution 95% Pass Rate All Outstanding Sev 1 and Sev 2 Defects have been documented and communicated to Wholesale Customer's by FairPoint. Phase III: Wholesale Customer Certification 04/28/08 to 05/31/08 Capgemini and Wholesale Customers conduct comprehensive testing of preorder, order, and trouble management functionality that meet the results mandated for certification approval. 100% Test Case Execution 100% Pass Rate No Outstanding Sev 1 and Sev 2 Defects.

32 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 31 Schedule – Phase 1, 2, 3

33 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 32 Phase 2 – Customer Integration Testing Key Activities Uses the same configuration of the environments and test conditions as Phase 1 Individual Wholesale Customer’s take an active role in test execution. Wholesale Customer’s provide specific data requirements and FairPoint provides specific test data sets to be used for each test. Wholesale Customer Shakeout Test Wholesale Customer Access and connectivity to Wisor hosted solution Wisor connectivity to FairPoint back office systems Wholesale Customer Integration Test Full execution of all tests that will be in scope for Phase 3. Identify and resolve a majority of the defects. Retesting of fixed defects.

34 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 33 Phase 3 - Customer Certification Key Activities Production environment connectivity testing conducted Data requirements reviewed, accounts identified and provided to Wholesale Customer Environment reset and baseline Test transactions submitted and validated in downstream systems Responses generated and confirmed by Wholesale Customer Test results reviewed and approved – Certification granted

35 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 34 Test Metrics Wholesale Customer Defect Summary Report Captures the following metrics for ALL Wholesale Customer’s: Defect # Severity Status Assigned Team Detected in Application Summary # Blocked Tests Planned Fix Date

36 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 35 Test Metrics Wholesale Customer Testing Summary Report Wholesale Customer Test Execution Roll-up Report (Executive View) Captures the following metrics for ALL Wholesale Customers: All Wholesale Customer's by Name Test Phase % Plan Executed % Actual Executed % Passed % Failed Status – RED / YELLOW / GREEN

37 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 36 Test Metrics Wholesale Customer Test Case Execution Detail Report This weekly report captures the following metrics: Wholesale Customer Name Application(s) Test Phase (Phase 1, 2, 3) Start Date End Date Total Test Cases Planned Actual Executed to Date % Plan Executed # Passed # Failed # Not Complete # No Run Total Count % Actual Executed % Passed % Failed Status – RED/YELLOW/GREEN

38 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 37 Defect Management Process Defects captured, fixed, retested, and closed by Wholesale Customer. FairPoint and Wholesale Customer Agree on Test Deck – Scenarios (Requisition Type & Activity Type) to be tested. Wholesale Customer submits Test Orders – FairPoint and Wholesale Customer Document Results. Wholesale Customer sends all identified defects to FairPoint at Response to include: PON, CCNA, Requisition Type, Activity Type, CID/WTN, description of defect. FairPoint records defect, analyzes, identifies fix, implements fix, notifies wholesale customer to retest. Wholesale Customer retests and provides results to FairPoint FairPoint closes out defect upon confirmation of fix by the Wholesale Customer.

39 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 38 Defect Management Process Daily Defect Meeting Details Meeting Schedule: Recurring Daily (30 to 60 minutes) Priorities: Severity 1 Issues – Sorted By - Detected Date Severity 2 Issues – Sorted By - Detected Date Aged Defects – Defects that have been open longer than defined SLA targets Location: Conference Bridge Will Be Provided Required Participants: FairPoint Test Coordinator FairPoint Defect Manager Wholesale Customer Primary Points of Contact Optional Participants: Wholesale Customer Alternate Points of Contact

40 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 39 Defect Management Process SeverityDescriptionSample Defects 1 Critical System Inoperable, Interface Unusable (requires and emergency fix, manual work-arounds are not feasible) Order Management Environment is down Unable to create new order in Siebel or Wisor 2 High Module Inoperable/Data Corrupted, Interface Affecting (requires and emergency fix, requires manual work- around) Wisor not returning FOC date to Wholesale Customer yet it is being scheduled in FairPoint Back Office Systems. 3 Moderate Feature inoperable/not working as documented, Customers can still perform daily business or reasonable workaround in place Clear button does not function properly FairPoint is not receiving data from an optional field on the LSR 4 Low Operational Question/Cosmetic Issue Shortcut/Hot key not functional 5 Enhancement Any additional enhancements that can be made to system, managed via the FairPoint Change Management Process. Any additional enhancement that is not included in the current business rules documentation. Defect Severity Guidelines

41 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 40 FairPoint Wholesale OSS Test Plan Questions

42 January 23, 2008 FairPoint Wholesale User Forum - Proprietary and Confidential 41 FairPoint Wholesale User Forum Today’s Afternoon Session 1:30PM to 3:30PM EST Review FairPoint Wholesale Website Review Question and Answer Log from November 29 th 2007 User Forum Next User Forum February 27 th Face to Face Portland Maine Marriott –Sable Oaks


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