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1 Customer Service Forum 3 rd December 2012 Legal Notice The information contained in this document is confidential information as per your terms and conditions.

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Presentation on theme: "1 Customer Service Forum 3 rd December 2012 Legal Notice The information contained in this document is confidential information as per your terms and conditions."— Presentation transcript:

1 1 Customer Service Forum 3 rd December 2012 Legal Notice The information contained in this document is confidential information as per your terms and conditions with British Telecommunications plc (“BT”). Please do not forward, republish or permit unauthorised access. BT has used its reasonable efforts to ensure that the content is accurate at the time of issue but it is subject to change. Details of any developments contained within this document are for information purposes only and do not constitute any contractual or other obligation.

2 2 1.Introduction 2.Ethernet 3.Broadband – Trouble to Resolve 4.Broadband – Lead to Cash 5.High Level Escalations 6.Q&A Agenda

3 3 Ethernet

4 4 Executive Summary Progress continues on recovery actions National Fibre Planning and PST cross skilling continues; good progress on PNR backlog / dwell INS training required to enable “quick win” (CAT1 orders) improvement, although improving trend evident Resource re balancing with regions being reviewed with final resourcing decision due New Year Contingency staircase delivered additional 35 skilled resources w/e 18 November from wider field and planning teams Day 8/14 improvement continues week ending 18 November, although lag original recovery glide path Original glide path targeted reduction to 10% by 4 November, 8% by 9 December D14 currently 12.3% failure, confidence high we will enter Dec c10% and reach 8% (BAU) by Christmas D8 currently 22.7% failure, expect to enter December c.15% and get below 10% by Christmas. Regional variances are still evident and are impacting recovery. Renewed focus with new regional senior operations managers to increase day 8 focus and ensure return to 90% success rate by end December. Delivery performance maintained with CDD at 96% Continued support from CP’s required around Improved order quality to ensure work flows end to end in a fluid way incl full site and contact details Avoiding and/or forecasting known regional high order volumes

5 5 RAG status (snapshot 18/11) Red > 5% below regional glidepath target Amber < 5% below target & Green – at regional glidepath target or above Regional variation Heat Maps Day 8 Actual vs Regional Glide path National result 77% Day 14 Actual vs Regional Glide path National result 88% 81.7% achieved 63.8% achieved 84.0% achieved 64.3% achieved 76.2% achieved 92.6% achieved 66.2% achieved 88.8% achieved 88.5% achieved 95.0% achieved 76.1% achieved 82.7% achieved 96.4% achieved 82.6% achieved RAG status (snapshot 81/11 Red > 5% below regional glidepath target Amber < 5% below target & Green – at regional glidepath target or above

6 6 Ethernet - Provision Performance (Fibre) OTD improving following lows in summer period Movement of dates - manually tracking deemed consent with trial customers. Ofcom review 4th Dec Cycle times up since April - we are instigating a further jeopardy check at delivery date minus 10 days to ensure the order is still on track If your order is business critical to meet CCD / brand damaging, this can be escalated to High Level Escalations (HLE). Percentage Calls Answered (PCA) remains strong PCA Performance

7 7 Ethernet - Provision Performance (Fibre) KCI3 Performance KCI2 Performance OR KCI2 failure improving, 9.4% w/e 23/11 – lowest since June. Customer delays rising Delays responding to s - we are working hard to address this. Aim to reply to all s within 24 hours (Mon-Fri) and update KCI’s on the due day OR KCI3 failure improving, 9.5% 4 week average Openreach now moving planning design work around the UK, smoothing regional variations More regular updates following Openreach re- instating their updates every 5 days post KCI3

8 8 Ethernet - Repair Performance OTR 8% up on April, last 5 months >95% PCA holding above 80% following issues prior to August Fault rate continues to fall, as self-serve fault reporting now at 86% (53% May) and use of diagnostic tool rises Faults proved off BT Network still high at 70%

9 9 Broadband - Repair 3 December 2012

10 10 Broadband T2R – contact handling performance Performance summary: Challenging period for service due to the prolonged effects of the weather Propensity to contact and contact volumes have significantly increased due to extended lead times on repair and missed appointments Average handling time has grown in line with the need to contact Openreach as lead times have extended. EnablerWhenRAG Maintaining key service levels (PCA) during busy period December & Q4G Contact reduction by KBD fault type and additional guidance on certain outcomes, e.g. RAD24 (automated port flex) Through Q4G BTW queue dwell managementDecember & Q4G

11 11 Broadband T2R – on time repair and fault performance Performance Summary: As a result of the weather, Openreach performance has resulted in an average repair time on the SFI product between 1-3 days but typically toward the higher end. Increased volumes through July and August due to lightning storms also caused increased queue dwells due to increased levels of customer domain faults We are working with Openreach who are increasing their engineering resource, to ensure as swift a recovery as possible. EnablerWhenRAG 1k additional recruits trained and on the park in Openreach Q3G Contact reduction by KBD fault type and additional guidance on certain outcomes, e.g. RAD24 (automated port flex) Through Q4G BTW queue dwell managementDecember & Q4G

12 12 Q3 Q4 Q1 Q2 Incremental Transformational Contact reduction (including supplier quality of notes) Incident Management overhaul KBD Overhaul – development and trial Programmes to evolve into FY13/14 roadmap Full new deployment Self-Serve - pilot Phase one capabilities exposed Self-Serve – capability development Fault Reduction Slow speed and throughput fault improvement KBD Accuracy Uplift & Enhancements FY2012/13 FY2013/14 Business Zone – improved online journeys Business Zone deployment / enhancement Dwell management Broadband T2R – improvement roadmap

13 13 Broadband - Provision 3 December 2012

14 14 Broadband Provision – on time delivery and cycle times Performance summary: Cycle times increased through the summer and autumn months as Provision lead times were extended by our suppliers as a result of the bad weather experienced across the country and MBORC. Particularly affected were Sim provides due to extended lead times on WLR3 and FFTC because a managed install is required On time delivery to the Customer promised date has been impacted primarily by increased tail volumes ; the tail has begun to close out in recent weeks as the work stack has reduced. November has seen performance stabilise ; lead times have started to recover and on time delivery was moving up until last weeks severe weather hit. EnablerWhenRAG Openreach lead time reductionThrough Q4G BTW jeopardy managementDecember &Q4G Openreach Planning reviewThrough Q4G

15 15 FTTC – Missed Appointments Performance summary: Supplier missed appointment volumes have increased primarily due to the impact of bad weather. Customer missed appointments shows a recent increasing trend. Openreach introduced a Copper pair quality test in October and this has resulted in more delayed provisions. The customers equipment was installed but the copper pair required faulting and this delayed completion. EnablerWhenRAG Openreach recovery planNow- early December G Review and revise FTTC tentative appointment process December & early Q4 G Missed Appts prioritisationDecember & early Q4 G Volume of Supplier Missed Appointments Volume of Customer Missed Appointments

16 16 Lead to Cash – improvement programmes for Broadband Q3 Q4 Q1 Q2 Incremental Transformational FTTC process review ELFs KCI // quality initiatives Programmes to evolve into FY13/14 roadmap Cancellations reduction programme Proactive Jeopardy Management Sim provide process review FY2012/13 FY2013/14 Customer Self Serve Business Zone deployment / enhancement

17 17 High Level Escalations

18 18 High Level Escalations Provision Delays Missed Appointments Drop in Connection Issues Slow Speed Failed installations Incoming volumes – change in mix Over half of our volumes are provision delay related (planning & missed appointments). Our incoming HLE volumes have increased – the mix has changed – we are now getting more Ethernet provision cases that have a longer cycle time Our response times have been impacted by a number of factors, especially Openreach DSO response times. We are working closely with Openreach and their glide path for improvement is over the next few days We have also recruited additional gatekeeping resources for support. KCI – flexed as per needs of case Top 5 Drivers for HLE Root Cause Analysis Governance Weekly analysis and feedback to BAU on Trends & Exceptions End-to-end Complex Case Reviews with our suppliers Escalations of policy requirements to Director forums

19 19 Glide path for reducing HLE Volumes Key areas being addressed in Q3: HLE team training – structured HLE training programme in Q2; product knowledge interventions in Q3 Pan-product processes – focus on improving end-to-end processes when something fails on an Ethernet order (with BTO and Openreach) REIN improvement Programme - trial to identify REIN in first visit in place; further improvement workshops taking place now Missed Appointments – review taking place with suppliers to address (focus on multiple missed appointments) Systems - a number of key tactical system changes and training interventions to aid BAU escalation being delivered now Escalations Sprint Ethernet & Jeopardy Mgt. Openreach Recovery Process improvements

20 20 A reminder of our criteria and escalation paths Operational BAU Teams (CSP) Operational BAU Escalations (CSP) High Level Customer Resolution Team In order to ensure that we are able to prioritise and provide the best level of service to real issues and escalations, we will be gatekeeping the cases that arrive in our in box Please help us by sending us only those cases where you believe the criteria are being met Contact via pro forma on btwholesale.com or Please send us all the details (circuits, addresses, contact names and numbers) up-front so that we do not lose any time. Please quote our HLE reference number (once issued) in the subject line at all times Our Criteria – raise it with us when: There’s a Blue light issue (loss of emergency services) There’s a Clinical Risk (impacting public health) There are severe financial implications, reputation or brand damage When the available products (e.g. Expedite) have been used The BAU escalation path has been exhausted


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