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4 th October 2012. Breakout session – Auditorium Session 1: KBD Overhaul Self-serve.

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Presentation on theme: "4 th October 2012. Breakout session – Auditorium Session 1: KBD Overhaul Self-serve."— Presentation transcript:

1 4 th October 2012

2 Breakout session – Auditorium Session 1: KBD Overhaul Self-serve

3 KBD OVERHAUL & SELF SERVE ISP FORUM – OCTOBER 2012 James Lamb KBD and Test & Diagnostics Manager BT Wholesale, Service Operations, T2R

4 KBD OVERHAUL James Lamb KBD and Test & Diagnostics Manager BT Wholesale, Service Operations, T2R

5 ServicEdge Review 14/03/12 KBD … feedback from Customers Current diagnostic time averages 6 mins. Takes Too Long! Customers want to hit a button and get a diagnostic result. They don’t want to answer many questions. No Non-Interactive Option Some tests currently performed serially. Some tests are executed when not necessary. Inefficient There is no option to do non-intrusive testing on a line first. Hence Customer needs to spend time calling end-users on alternate numbers when testing the line. No Non-Intrusive Option Hundreds of KBD outcome codes. Simplified/rationalised/tightened up. Too Many Outcome Codes Must be above 90% Consistent fault baseline. Diagnostic Accuracy From CustomerFeedback

6 Existing KBDSimplified KBD A number of structured questions adding to test execution time Non-interactive model during test execution. Fewer questions asked upfront. Large number of outcome codes (220)Lesser number of outcome codes (90) across WBC Copper, FTTC and FTTP Large number of workflows (38)Reduced number of workflows (13) Outcome codes follow Test specific notation Outcome codes Outcome codes categorized in domains like Home, Network, Access, No Fault, Further Diagnostics which aligns outcome codes with localized domains Complex and HeavyLight weight and simpler Copper Line Test called in 29 places in workflow Copper Line Test called in only 3 places in workflow THE PROPOSAL

7 Outcome CodeDomain/Description HDHome Domain NDNetwork Domain ODOpenreach Domain NFNo Fault FDFurther Diagnostics PROPOSED OUTCOME CODES

8 ServicEdge Review 14/03/12 JulyAugSeptOctNovDecJanFebMarAprilMayJune Rel ADRel AERel AFRel AGRel AH New KBD Plan-on-a-Page Q2/1213Q3/1213Q4/1213Q1/1314  Scope = WBC & NGA  New KBD Standalone Tool (not integrated with T2R journey)  KBD Test History Retrieval Simplification Uncommitted  CC-SFI standalone Functionality  New KBD integration with Portal Journey  New KBD integration with XML / Sentry / B2B journey  KBD fine-tuning – iteration 1  Customer Migration to New KBD  Replace OSC  T2R / L2C journey improvements  KBD fine-tuning – iteration 2 Concept Rel AF DesignsRel AG DesignsRel AH Designs  Socialise concepts within BTW  Socialise concepts with Customers and Suppliers  Capture feedback to improve concept designs Trial 1 Trial 2  Controlled trials to test KBD Logic with BTW & Customers  Co-Lo approach, Feedback and Continuous Fixes  Controlled trials to test KBD Logic with BTW & Customers  Trial Customer migration & in-life experience  Co-Lo approach, Feedback and Continuous Fixes Delivery dates are NOT confirmed.

9 20 to 40% diagnostic cycle time reduction for Customers People/Resource Savings Diagnostic Cycle Time Reduction in CCSFI i.e. truck rolls by disassociating the CCSFI process from KBD. Engineering Visit Reduction Simpler Cleaner Interface - Rationalised systems and flows 20/21C Faster future development enabled through new clean code/logic base. Cost Reduction Rationalised KBD outcome codes (Localised). Non-interactive/Slicker GUI Simplification/Enhancement Customer Experience Aim to maintain accuracy through programme Aspiration to increase based upon new KBD diagnostic baseline Diagnostic Accuracy THE BENEFITS

10 ANY QUESTIONS? If you would like additional Information or have any further questions, contact; James Lamb KBD and Test & Diagnostics Manager BT Wholesale, Service Operations, T2R Telephone: 07713 265365 Email:

11 SELF SERVE James Lamb KBD and Test & Diagnostics Manager BT Wholesale, Service Operations, T2R

12 Capability Self Serve Benefits Hot VP/VLANS (Cu) 1. Reduction in time, information available to Customers 2. Reducing the need for Customer contacts into BTW DLM - direct access to affect profiles (Cu) 1. Customer control of EU DSL profile to either optimise performance or stabilise service in a fault scenario. 2. Accommodates Customer own CPE/chipset given that the product is 'wires-only' BRAS Profile Mismatch (Cu) 1. Allows Customers to throttle downstream speed to align with the Sync Speed of the EUs router. 2. Reduce First or Second cycle faults by managing throttling without having to report a fault into BTW TAM Test (Cu) 1. Customers will have the capability to test the network and confirm whether the End User is configured correctly where an IP connection issue is being experienced. 2. Allow Customers to confirm the DSL, ATM, PPP and IP layers are functional between these points including QoS tests. 'TAM Test' (Fibre) 1. Discussion required with Supplier - Openreach 2. SoR TRDB (Test Retrieval Database) 1. TRDB will assist Customers in normal first cycle or repeat type faults. 2. The database will provide records of test results to assist in repeat type faults RRT-1 - Self Serve Cu & Fibre 1. Customers able to do meaningful and accurate diagnostics for EU Home and Access domain issues. 2. RRT data over 28days with near real time data will provide greater confidence to progress CCSFI or Boost orders for Openreach investigation 3. Offers Customers greater control and confidence to manage Home related problems with EUs Radius Logs (IP Connectivity) 1. Customers can view data longer then 24Hrs (up to 48Hrs) 2. Including whether any IP (Internet Protocol) session connectivity has occurred or ‘Worked’ (not currently connected) or ‘Working’ and how long that working session has been established. 3. The IP Connectivity Log data, however will be 10-15 minutes behind so is close to real time. 4. Show any attempts to connect, short sessions (potential intermittent IP connection issue) etc. Port flex/reset - standalone Cu & Fibre 1. Reduction in cycle time – queried time to resolve. Following TOR how quickly is this passed back to CP when successful? Common fault (e.g. EMU) Provide Customers with greater visibility of BTW's EMU notifications KBD super-lite 1. Quick and easy standalone check to confirm any account, network or connectivity issues that may be impacting the ADSL Broadband or FTTx Broadband service. 2. Substitute for the standalone IP and Status Checks 3. Faster and more accurate identification of connectivity issues. 4. Optimises test performance by using logic to determine what checks are required and will run tests in parallel where applicable. Batch Testing - Post outage Access to near real-time performance data Cu & Fibre Performance Test Result 1. Results available in TRDB 2. Visibility in other Tools. CCSNR Cu & Fibre 1. Available in near Real time Fault & Order Tracker Dashboard (Jeopardy Management) KCI overhaul on journeys

13 ANY QUESTIONS? If you would like additional Information or have any further questions, contact; James Lamb KBD and Test & Diagnostics Manager BT Wholesale, Service Operations, T2R Telephone: 07713 265365 Email:

14 Breakout session – Maple Suites Session 2: Broadband retirements – alternative products surgery

15 ISP Forum- Product Matrix Workshop October 2012

16 TIMESCALES DateDatastreamIPstream & IPstream Connect End User Access 30th June 2011 Datastream retirement notification issued July 2011 Began CPs’ requirements capture By 31st Dec 2011 No further supply of new CALs and – ATM Access ports nationally By 1 st May 2012First exchange-based stop sell six- month notification issued June 30 th 2012 No further supply of new EU access or new VPs - nationally By 1 st November 2012First exchange-based stop sell begins as notified By 30th June 2013 Datastream retired within WBC footprint By 31 st October 2013First exchange-based retirement of service begins as notified 31 st March 2014 Datastream & Datastream SDSL retired nationally Retired within WBC footprint

17 6 Months 12 Months May12 Nov 12 Oct 13 Stop Sell Product Closure Phase 1 - 425 Exchanges 6 Months 12 Months May 12 Nov 12 Nov 13 Stop Sell Product Closure Phase 2 - 425 Exchanges 13 Months 5 Months Sep 12Oct13 Mar 14 Stop Sell Notification Stop Sell Product Closure Phase 6 - Exchanges Phases 3 & 4 NOTIFICATION TIMELINE & PROCESS Stop Sell Notification

18 ServicEdge Review 14/03/12 Product Replacement Current ProductProposed SolutionCommercial BenefitComments Datastream 1:1 contention within WBC footprint WBC with Real Time QoS Datastream – c.£122 for 1Mbit/s user WBC – c.£66 for 1Mbit/s dedicated RTQoS user incl WBMC shared costs Guaranteed delivery through the network via packet marking Datastream in final 10% footprint IPstream Fixed Rate Ipstream is utilised for VoIP calls currently Bonded services (multiple Datastream lines combined to create a faster access service) EFM All options increase potential speed of broadband ML-PPP option may require enhanced CPE and special LNS config Multi-link PPP on WBC n x cost of single WBC service (n x £5.88 plus WBMC bandwidth and EU costs) Single WBC with RTQoS WBC – c.£66 for 1Mbit/s dedicated RTQoS user inc WBMC shared costs Fibre WBC FTTC 40/10 product is £14 pm rental SDSL WBC with Annex M Datastream – c.£175 p.m. for 1Mbit/s user, VP, CAL WBC – c.£73 for 1Mbit/s dedicated RTQoS with Annex M (includes WBMC BW and EU costs) Would require WLR (~£10 p.m.) and new CPE Provide increased upstream speed in those available exchanges EFM FibreWBC FTTC 40/10 product is £14 pm rental Fixed Rate Datastream/ Ipstream WBC Fixed Rate No additional charge – Standard £5.88 & £48.55 per Mb Trials in Q3 aiming for Q4 launch Datastream/ Ipstream Max WBC£5.88 & £48.55 per MbBAU

19 Features Network Performance Availability Key Considerations Real-Time QoS – Summary of Features BT Wholesale monitor network performance using independent third party robots (Epitiro). Packet Loss no greater than 0.1% Round Trip Delay (latency) no greater than 30milliseconds Jitter no greater than 15milliseconds Utilises the industry standard ‘Expedited Forwarding’ (EF) DSCP marking ‘Traffic is strictly prioritised in the downstream direction within the WBC network WBC network congestion is heavily asymmetric in the SVLANs, thus upstream is not congested and does not require strict prioritisation Recommended ADSL Annex M is consumed to optimise upstream bandwidth Recommend Super Stable or Custom Dynamic Line Management profiles are used CPs need to ensure their End User’s CPE supports Real Time prioritisation in both upstream and downstream directions. Available on WBC ADSL2+, FTTC and FTTP £3.50 for 1Mb per end (at launch) user plus £53.55 per Mb contracted bandwidth (WBMC Shared) Benefits Allows important time/quality critical traffic to be prioritised Minimises packet loss, jitter and delay Enables customers to provide assurances against applications like VoIP and Video Conferencing

20 ServicEdge Review 14/03/12 Dynamic Line Management (DLM) ADSL1ADSL2+Benefits Upstream problems managed through downstream DLM changes Separate upstream and downstream DLM changes No loss in downstream speeds for upstream problems Limited set of profiles available Increased set of profiles both fully rate adaptive and banded Allows DLM to better manage more severe line issues Limited level of interleaving available Multiple interleaving levels and much higher protection Improved impulse noise performance Interleaving cannot be removed by DLM when noise improves Where “Auto” is selected & interleaving is applied, can be auto-removed if noise improves Improved rates when interleaving not required Limited control over DLMMore custom control over DLM Allows customer to tune DLM for specific service Slow to react to problems and improvement (2 days and 14 days) Faster to react to problems and improvements (2 days) More reactive to changes of line conditions

21 Features Network Performance Availability Key Considerations Annex M– Summary of Features This is achieved by allocating a small part of the bandwidth that would normally be used for the downstream channel to the upstream Results in a slight decrease in downstream rate Extends theoritical upstream speed to 2.5Mb 1Mb on Annex A Can be used in conjunction with Real Time QoS Annex M can only be used on loops which are 38dB or shorter in length Due to regulatory restrictions Available on WBC ADSL2 £7 per end user per month Benefits Optional feature of standard WBC end user lines Permits higher upstream rates

22 Back-Up

23 How RTQoS Works WBC Network Prioritisation: 1.Real-Time QoS marked traffic (‘Expedite Forwarding’ – Industry standard DSCP mark EF) arriving from the CP’s network in the downstream direction will take priority at the Aggregation Point over all other traffic as it flows to the BRAS. 2.Traffic marked as real-time will have first access to the SVLAN during the queuing process, with the BRAS ensuring that all RTQoS queues are emptied before the best-efforts class is served. 3.Each SVLAN will have a maximum RTQoS partition. This partition will ensure that bandwidth is reserved for real-time traffic when required. 4.Traffic that exceeds RTQoS Contracted Bandwidth at the AP will be treated as RTQoS Burst Bandwidth. Customers are responsible for determining the level of traffic being prioritised and appropriate capacity. 5.Traffic that exceeds the End User Contracted Bandwidth will be discarded.

24 RTQoS – Host Link/AP Bandwidth Utilisation Benefits Network with RTQoS enabled CPs can ensure that during the busiest periods their end users critical data is prioritised and transmitted without delay or loss. CPs would not need to provide generous planning rules to protect business data, thus reducing the overall best efforts bandwidth required. Network without RTQoS CPs wanting to ensure all of their End Users critical data is transmitted during the busiest periods would have to purchase significantly more bandwidth in-order to provide generous planning rules against peak utilisations.

25 RTQoS Components Components Ordered Separately End User access bandwidth Contracted bandwidth at the WBC Aggregation Point / WBMC Host Link Router xDSL Line BTW Core WBC Aggregation Point/ WBMC Host Link Best Efforts Subscription b/w Real Time Subscription b/w End User Access Options 220 kbps 350 kbps 700 kbps 1000 kbps 1300 kbps … 4900 kbps Variety of options to support different codecs and multiple lines Bandwidth Subscriptions 1Mbps 2 Mbps 3 Mbps … 500 Mbps Subscriptions are additional to the BE existing subscription Total b/w XML, Portal XML, Portal on WBC

26 RTQoS Pricing WBC AP Bandwidthprice Per MbOccurrence RTQoS AP Contracted Bandwidth£45.00*Monthly RTQoS AP burst bandwidth band A - up to & incl 10% above contracted £45.00Monthly RTQoS AP burst bandwidth band B - over 10% above contracted £80.00Monthly WBC and WBMC EU Access Pricing Per Month $ priceOccurrence 220kb£1.50Monthly 350kb and 700kb£2.50Monthly 1.0 and 1.3Mb£3.50Monthly 1.6 and 1.9Mb£7.50Monthly 2.2, 2.5 and 2.8Mb£15.00Monthly 3.1, 3.4, 3.7, 4.0, 4.3, 4.6 and 4.9 Mb£20.00Monthly $ End User Access is free of charge during Early Market Deployment *The WBMC bandwidth prices will be as above plus £8.55 per Mb per month

27 ServicEdge Review 14/03/12 Basic Overview DLM is an active line management process that monitors performance and automatically re-configures a line when needed Detailed line performance information is captured on a daily basis DLM categorises each line daily based on this information Primarily uses errors and re-trains in this categorisation Limits (thresholds) are set on these metrics to determine good and bad performance A line is re-profiled if needed Upstream and downstream are categorised and re-profiled independently DLM learns from the changes it has made based on a historical view of how the line has performed

28 ServicEdge Review 14/03/12 Dynamic Line Management (DLM) Analyse Re-profile Monitor Performance score

29 ServicEdge Review 14/03/12 Annex M performance

30 30 Breakout session – Auditorium Session 1: Broadband retirements – Migrations Surgery How to migrate from 20C to 21C

31 31 -BT Wholesale is looking to close down the 20C network -Datastream will be retired -IPStream will be retired in the WBC footprint -WBC is the suggested replacement product for most 20C users -Aside from the retirement of the 20C products, there are other good reasons to move users to WBC -WBC is faster than the 20C products -WBC is cheaper than the equivalent 20C product -We are looking at ways to improve the migration journey Migrations Context

32 32 Two processes available: -Singleton process: -£11 per order -5 day lead time on orders -Customer determines the exact date of migration -Bulk migration process -Free -12 day lead time on orders -Requires forecast into BT Wholesale 8-12 weeks before migrations start -Openreach determines the date on which the migration at a given exchange will take place -Only offered where BT Wholesales demand for migrations at an exchange >10 users Migrations to WBC

33 33 Bulk migration process enhancements -8wks -7wks-6wks-5wks-4wks-3wks-2wks-1wk migration month starts timeline Bulk migration allocation returned to customers Last day for order placement for 1 st day of migration month (12 day lead time) Migrations start Last day for forecast submission to BTW by customers Migrations Change request submitted Change request response Managed forecast process Managed order process (trial) -Reduces forecast -> allocation fallout by >15% -Simplifies forecast process for our customers -Engineers forecasts to fit exchange capacity -Ensures CP forecasts fit within Openreach resource constraints -Recognises minimum 10 requirement and co- ordinates across multiple CP forecasts to achieve -Simplifies bulk migration process further for customers

34 34 Left-in Jumper top-up process -Currently being trialled with Openreach for where BT Wholesale forecast 10 or more migrations but <10 orders are placed -Proposal is to top-up the migration orders with orders to remove Left-in jumpers -Prevents the need to cancel the migration orders -If trial successful may look to extend to allow mop-up of end users prior to IPStream retirement at a specific exchange Openreach project services -Engagement with Openreach project services teams to support more bespoke or tailored migration options (e.g. engineer rings CP before then rings CP after migration) Out of hours migrations -Investigating whether a short term solution can be put in place to enable migrations out of hours 6 month notification countdown -BTW seeking to produce a notification to send to customers of all active end users on exchanges due to be retired 6 months before the exchange retirement date Further process enhancements

35 35 Breakout session – Auditorium Session 2: Focussed Improvement Area Service Performance

36 36 Trouble to Resolve (Faults) 20c Target Aug 12 WBC Target Aug 12 FTTC Target Aug 12 Combined Call and Chat PCA 80%79.04%80%78.80%80%81.75% eChat - average time to answer 30Secs48Secs30Secs43Secs30Secs32Secs eChat – average handling time 14mins13mins58secs14mins15mins18secs14mins17mins03secs Calls – average time to answer 30Secs17Secs30Secs24Secs30Secs 24Secs Calls – average handling time 13mins10secs11mins41secs13mins10secs11mins41secs13mins10secs12mins Lead to Cash (Provision) 20c Target Aug 12 WBC Target Aug 12 FTTC Target Aug 12 Combined Call and Chat PCA 80%79.94%80%79.83%80%82.46% eChat - average time to answer 30Secs34Secs30Secs34Secs30Secs25Secs eChat – average handling time 14mins14mins03secs14mins14mins48secs14mins18mins44secs Calls – average time to answer 30Secs17secs30Secs24secs30Secs 21secs Calls – average handling time 13mins10secs11mins41secs13mins10secs11mins41secs13mins10secs12mins Continuing improvements seen on average handling times & average time to answer during August. Percentage of calls answered impacted by call spikes and repeat contacts to chase orders and faults as a direct impact of the bad weather and areas under Openreach MBORC declaration. Version 2 – 14/02/2012 Performance improving across our key service metrics…

37 37 Latest position: Over a ten week period up to mid-September, fault intake to Openreach was 23% above typical industry levels, placing an additional strain on overall recovery Further bad weather and flooding led to the fault repair stack increasing to 25,500 as at 27 th September vs. c16,000 the weekend prior (within OR’s standard operating range). As a result, lead times for repair and provision could increase with additional risks to missed appointments – the effect of this will be additional contacts and escalations and this may continue through into December. Actions taken in Openreach to improve the situation (expected to impact in Q3): Resource reallocation: Over 600 people in training to be deployed Q3 Recruiting permanent Resource: recruited 400 with another 440 joining shortly Recruiting temporary resource: recruited 400 with a further 600 joining shortly Improved productivity: Reduced all non-essential training to maximise effectiveness Enacted contractual overtime Expected recovery within Q3 Additional detailed communications will continue to be issued as MBORC or general service updates from Openreach. But some tough challenges ahead as a result of the weather…

38 38 BT Wholesale are helping by focussing on: Dwell time (how long jobs sit in our queues) & turnaround times are as short as they have ever been to help with on time repair and to jeopardy manage against provision failure – this focus will be maintained throughout Q3 Deploying software upgrades across our exchanges to improve line card performance and deliver significant reduction in faults Improved accuracy of the KBD tool (we hit 90% in August) Minimising need to contact Openreach and book engineering visits (unless needed). How you can help: Always check the fault and order tracker for updates before contacting BT Wholesale and only where it has passed its committed date Ensure there is an open fault prior to making contact Where a fault fails a retest it will automatically route through to Wholesale diagnostic teams so there is no need to chat in Complete a satisfaction survey on e-chats so we know where to improve Encourage agents to be as direct and specific on the question that needs to be answered via eChat Always follow the escalations process as per the CSP Let us know your ideas for how we could work smarter at busier times There are several ways that we can help to improve things…

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