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WLR3 Product Establishment The process explained
Issued: 15th February 2011 Issued by: Openreach Customer Engagement Management Version 6.1
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Contents Overview Product Establishment At A Glance
Operational Readiness Testing Product Establishment – The Big Picture Acronym Guide 2
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Overview Wholesale Line Rental 3 (WLR3) is a high value product portfolio that is exclusively available over the Equivalence Management Platform (EMP). As its name implies, the EMP provides every Openreach customer with equal access to WLR3 PSTN, ISDN2 and ISDN30. To gain EMP access and start selling WLR3 products, you will need an interface that’s compatible with Openreach’s B2B gateway; hence the need for Product Establishment (PE). These slides explain the process of achieving the required compatibility. They are intended to guide CPs who have already registered an interest in becoming a WLR3 customer. If you would like to do the same… Speak to your Openreach Sales & Relationship Management (S&RM) Team Or Notice Openreach maintains that all reasonable care and skill has been used in the compilation of this publication. However, Openreach shall not be under any liability for loss or damage (including consequential loss) whatsoever or howsoever arising as a result of the use of this publication by the reader, his servants, agents or any third party. In the event of a discrepancy between this contents and the contract the Terms and Conditions shall take precedence. This is a living document and will be subject to update and change. The information within this document is provided for information purposes only. The contract and price list take precedence.
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Connectivity & Functionality Testing
Product Establishment At A Glance Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Testing Phase 3 Launch Phase 4 Transition Phase 0: Registration & Enrolment 0a: Registration is required for you to progress from a registration of interest to a point where you have the relevant documentation to consume WLR3 with Openreach; you fully understand what’s involved at every stage of PE; the required contracts have been put in place 0b: Preparation of Product Establishment plans including the agreement of entry and exit criteria and timescales. Initial build on EMP components and you apply for a Digital Certificate Phase 1: Setup Finalisation of your build on to the Equivalent Management Platform (EMP), Where applicable finalise your Functionality Testing phase, Transition phases, test your Digital Certificates and validate your XML schema. The decision on which PE Process variant (Full or Fast Track process) is confirmed during this phase. Phase 2: Functionality test (if applicable) We set you up on the CVF test environment. You then perform various test scenarios and together we resolve any issues resulting from these scenarios. If you are going with a proven Third Party Integrator (TPI) solution, you’ll be able to skip this phase altogether. The Openreach Customer Reception Team will be happy to verify whether or not your preferred TPI solution is proven. If you’re connecting using your own solution – either as a TPI or a Communications Provider – this phase is mandatory Phase 3: Launch Live Verification (Proving): Placing straightforward orders through the EMP, which are cancelled before completion Live Verification (Trial): Placing low numbers of straightforward live orders through the EMP Ramp Up: Placing increasing numbers of live orders through the EMP to meet your Product Establishment exit criteria Phase 4: Transition (if applicable) If you have existing lines on WLR2 this Phase is required to ‘Transition’ (CP1 to CP1 transition) these lines to WLR3. Handover to (Business As Usual) BAU. You are now a fully-fledged WLR3 provider
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Operational Readiness Testing
Operational Readiness Testing (ORT) is a series of gateway checks we make to ensure that you are ready and able to proceed through the various phases of PE – meeting the minimum criteria required by Openreach as you go – and subsequently become a ‘Business as Usual’ WLR3 CP -2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Testing Phase 3 Launch Phase 4 Transition There are 8 ORT Gateways (ORT-2 to ORT5) at different points through the PE process: ORT-2 Registration of interest in WLR3 (To initiate Product Establishment) ORT-1 Readiness to enter Enrolment (Planning your Product Establishment and Contract signed) ORT0 Readiness to enter Set-up (Creating Customer Accounts on EMP) ORT1 Readiness to enter Connectivity & Functionality Testing (Connect to CVF test environment) - if applicable ORT2 Readiness to enter Launch (Connect to Live EMP) ORT3 Readiness to enter Ramp-up (Ramping up order volumes to ‘Business as Usual’ levels) ORT4 Readiness to enter Transition (Move all existing WLR2 lines to WLR3) if applicable ORT5 Readiness to enter WLR3 ‘Business as Usual’ ORT Suspend Notification that CP is Suspended from WLR3 Product Establishment (Used if there is a delay in the process) ORT Parked Notification that CP is Parked from WLR3 Product Establishment (CP is unable to proceed with the process) 5 Document for discussion 5
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Full or Fast-track Product Establishment?
There are two variants of Product Establishment, Full and Fast-track: Fast-track is possible when a CP’s solution whether it be their own or through a TPI is ‘proven’ to Openreach Full PE means that a CP will go through the process in order to achieve ‘proven’ status as part of their Product Establishment ‘Proven’ is defined as a solution which has been tested in the Customer Verification Facility (CVF) against a specific product and release. WLR3 - Which route is best for you?
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Product Establishment: The Big Picture
-2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Setup Phase 2 Connectivity &Functionality Testing Phase 3 Launch Phase 4 Transition 0.1 Product Education 0.8 Product Establishment Planning & Agreement Of Entry & Exit Criteria 1.1 Completion Of Your EMP Build. 2.1 Agree Test Pack & Bi-lateral Test Plan 3.1 Live CPA Cutover 4.1 Temporarily closed SPG Gateway 2.2 Setup & Connectivity To Test Environment 0.2 Sign WLR3 Contracts 4.2 Pre-Transition Load 1.2 Line Inventory sent for information 3.2 Live Verification (Proving) 0.9 We Initiate Your Build On EMP Components 0.3 Complete CRD 2.3 Test Execution & Support 4.3 Transition Execution 3.3 Live Verification (Trial) 1.3 Fast Track PE? 0.4 Credit Check 0.10 You Apply For Your Digital Certificate 2.4 Test Pack Reviews 4.4 Post-Transition Support 3.4 Line Inventory received by CP 0.5 Account Mgt Choice (New Clients) No Yes 2.5 CVF Sign-Off 0.11 Start Date Agreed For Phase 1 1 2 0.6 Complete Admin Setup 3.5 Ramp Up Phase 2 Connectivity & Functionality Testing 0.7 Complete DEDS Build 1 3.6 Ready to proceed with Transition - Connectivity Testing & Functionality Test are not required for CPs establishing via a proven TPI solution. - Only existing WLR2 CPs will require to complete Phase 4 Transition Phase 3 Launch
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Registration of interest in WLR3 (Initiate Product Establishment)
-2 Phase 1 Set-up Phase 2 Connectivity & Functionality Testing Phase 3 Launch Phase 0a Registration Phase 0b Enrolment 1 2 3 Phase 4 Transition 4 5 -1 ORT -2 Criteria Owner 1 You have registered your interest in WLR3 Openreach
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Connectivity & Functionality Testing
Phase 0a: Administrative Activities & High Level Planning -2 Phase 1 Set-up Phase 2 Connectivity & Functionality Testing Phase 3 Launch Phase 0a Registration Phase 0b Enrolment 2 Phase 4 Transition -1 1 3 4 5 Action Owner Prerequisite Inputs Outputs 0.1 Product Education Opportunity to review the latest documentation (e.g. B2B interface specifications, WLR3 product descriptions and orchestration matrix along with common dialogue services for WLR3 fulfilment and assurance) You ORT Gate -2 Product Documents You have understood the WLR3 Product offering 0.2 Sign WLR3 Contracts The Openreach Client Reception Team sends you the WLR3 contracts and makes themselves available to resolve any queries. You complete the contract, sign it and return it to the Openreach CRT. Direct Debit (DD) Mandate for new clients only You ORT Gate -2 You receive WLR3 Contract Signed and Return WLR3 contracts 0.3 Complete CRD Openreach Client Reception Team (CRT), s you the CRD and makes themselves available to answer your questions .You complete the CRD and return it to the CRT, who will validate it and clarify any outstanding issues with you. You & Openreach ORT Gate -2 You receive the CRD Template Completed CRD Cont. on next slide…
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Phase 0a: Administrative Activities & High Level Planning
-2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Test Phase 3 Launch Phase 4 Transition Action Owner Prerequisite Inputs Outputs 0.4 Credit Check The Openreach Client Reception Team (CRT) orchestrates a Credit Check Completed CRD Your Forecast Credit Vetting Outcome Openreach 0.5 Account Mgt Choice (New Clients) The Openreach Client Reception Team sends an Account Management Choice letter to new clients only and makes themselves available to help resolve any queries. You countersign the letter and return it to the Openreach CRT You Successful Credit Check You receive Account Management Choice Letter Signed Account Management Choice Letter 0.6 Complete Admin Setup The Openreach Client Reception Team sets you up on the Portal Openreach WLR3 Contracts Signed-off The CRT Contact Information Availability of Portal Services to you 0.7 Complete DEDS Build Openreach Data Exchange Distribution Service (DEDS) built enabling you to access your Call Daily Record Files (CDRs) WLR3 Contracts Signed-off The CRT Contact Information and DEDS Data Form Availability of Portal Services to you
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Readiness to enter Enrolment (Planning your Product Establishment)
-2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Test Phase 3 Launch Phase 4 Transition ORT -1 Criteria Owner 1 You have reviewed the latest WLR3 documentation You 2 You have completed the WLR3 Contracts – DD Mandate New Clients only You 3 You have completed the CRD You and Openreach 4 Openreach have completed their Credit Checks Openreach 5 You have countersigned the Account Management Choice letter - New clients only You 6 Openreach have completed your Admin Setup Openreach 7 Openreach have completed your DEDS Build Openreach
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Phase 0b: Administrative Activities & High Level Planning
-2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Testing Phase 3 Launch Phase 4 Transition Action Owner Prerequisite Inputs Outputs 0.8 Product Establishment Planning & Agreement of Entry and Exit Criteria You and the Openreach Client Reception Team plan and agree the Entry and Exit criteria for WLR3 Product Establishment Openreach ORT Gate -1 Product Establishment (PE) Launch Plan Entry and Exit criteria agreed between you & Openreach CRT 0.9 We Initiate Your Build On EMP Components We liaise with the various Component Teams and Application Support Groups to complete setup on EMP Openreach ORT Gate -1 CRD Setup confirmed 0.10 You Apply For Your Digital Certificate You have applied for a digital certificate You ORT Gate -1 CRD Digital Certificate Completed 0.11 Start Date Agreed For Phase 1 You and the Openreach Client Reception Team have confirmed your Phase 1 start date Openreach PE Planning Complete None - Support Information Confirmed - Phase 1 Start Date Confirmed
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Readiness to enter Set-up (Creating Customer Accounts on EMP)
-2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Testing Phase 3 Launch Phase 4 Transition ORT 0 Criteria Owner 1 You and the Openreach Client Reception Team have planned and agreed the Entry and Exit criteria for WLR3 PE You & Openreach 2 We have initiated your build on EMP Components Openreach 3 You have applied for your Digital Certificate You 4 The relevant Openreach groups have been informed of your progress. We have confirmed with them your projected timescales to Handover to BAU and Transitions (if applicable) 5 You have read and understood all the Product Education documentation as a pre-requisite to entering Product Establishment
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Phase 1: EMP Setup and Product Establishment Planning
-2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Testing Phase 3 Launch Phase 4 Transition Action Owner Prerequisite Inputs Outputs 1.1 Completion Of Your EMP build We confirm with you that your EMP build is complete Openreach ORT 0 CRD You are setup on EMP 1.2 Line Inventory sent for information This report will provide you with a snap shot of your inventory of assets. This is information only and is provided in readiness for your Transition. Openreach ORT 0 CRD Transition Dates and Plan agreed 1.3 Full PE or Fast-Track Process You will be offered the Full PE process if you are not using an Openreach WLR3 ‘proven’ solution. or You will be offered the Fast-track PE process if you are using an Openreach WLR3 ‘proven’ solution. Openreach ORT 0 Openreach proven solution confirmed Entry into PE Phase 1b or Phase 3 Confirmation of Full PE Process Full PE means that a CP will go through the process in order to achieve ‘proven’ status as part of their Product Establishment Openreach Completion Of EMP Build None Progression to PE Phase 1a - Connectivity Testing Confirmation of Fast PE Process Fast-track is possible when a CP’s solution whether it be their own or through a TPI is ‘proven’ to Openreach Openreach Completion Of EMP Build Openreach proven solution confirmed Progression to PE Phase 3 – Launch Cont. on next slide…
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Connectivity & Functionality Testing
Readiness to enter Connectivity and Functionality Testing or Launch Phase. -2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Testing Phase 3 Launch Phase 4 Transition ORT 1 Criteria Owner 1 We confirm that you are setup on EMP Components Openreach 2 WLR3 PE Test Plan completed (if applicable) 3 We inform you that we can support your Test Plan (if applicable) 4 You have confirmed to us that you have the required resources and knowledge for testing (if applicable) You 5 DM will send your Line Status Report to you for information in readiness for your Transition (please send a copy of the LSR to your TPI). 6 Your Delivery Manager informs relevant Openreach people about your progress Note: Proceed to Phase 3 - Launch after Phase 1 - EMP Setup and Product Establishment Planning if you are using the Fast-Track PE process.
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Connectivity & Functionality Test
Phase 2: Testing the connectivity & functionality of your WLR3 solution Phase 1 Set-up Phase 2 Connectivity & Functionality Test Phase 3 Launch Phase 0a Registration Phase 0b Enrolment 1 2 3 Phase 4 Transition 4 5 -2 -1 Action Owner Prerequisite Inputs Outputs 2.1 - You agree Test Pack & Bi-lateral Plan The CVF Support Team provides you with a release specific Test Pack (containing both mandatory and optional test cases) and issues you with a bi-lateral Test Plan on the CVF Environment which you complete and agree, then return to your Delivery Manger. You & Openreach Full Product Establishment Openreach send you the agreed Test Pack and Bi-lateral Plan. You agreed Test Pack and Bi-lateral Plan 2.2 - Setup & Connectivity To Test Environment PEM team generates the CVF CPA and sets you up on B2B. Your setup is completed by the CVF Application Service Groups. Connectivity is verified against the CVF You & Openreach ORT 1 - CPA completed - CVF Access completed Connectivity Confirmation 2.3 - Test Execution & Support You execute the Test Cases in your Test Pack You Test Pack & Plan Issued & Agreed Test Cases Test Results 2.4 - Test Pack Reviews You update your Test Pack on a weekly basis and send it to Openreach You None Updated Test Pack Modified Test Pack - Issue Resolution 2.5 - CVF Sign-off The CVF Support Team will provide you with the Test Summary Report and take you off CVF Openreach None Final Updated Test Pack Test Summary Report You can skip this phase entirely if you’re using a proven TPI solution
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ORT 2 Criteria: Readiness to enter Launch
Phase 1 Set-up Phase 2 Connectivity & Functionality Test Phase 3 Launch Phase 0a Registration Phase 0b Enrolment 1 2 3 Phase 4 Transition 4 5 -2 -1 ORT 2 Criteria Owner 1 Your interface with Openreach has been constructed and tested against the currently supported B2B Interface Specifications. Openreach 2 Successful completion of Connectivity Testing 3 Successful completion of Mandatory Test Cases (If you’re going with a proven TPI solution, you should refer to their proven test cases). 4 Test Summary Report completed recording Mandatory and Optional Test Cases and uploaded to Livelink. (If you’re going with a proven TPI solution, you should refer to their Test Summary Report). 5 Test Summary Report completed recording Mandatory and Optional Test Cases and uploaded to Livelink. If you’re going with a proven TPI solution, you should refer to their Test Summary Report 6 Your Delivery Manager informs relevant Openreach people about your progress Note: This ORT Gate is only applicable to CPs completing FULL PE.
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Connectivity & Functionality Test 3.2 - Live Verification (Proving)
Phase 3: Understanding and proving Live WLR3 operation -2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Test Phase 3 Launch Phase 4 Transition Action Owner Prerequisite Inputs Outputs 3.1 Live CPA Cutover Connectivity to Live EMP You and Openreach ORT 1 Complete or ORT 2 Complete PE Launch Plan CP confirmation of test completion (informal sign-off) 3.2 - Live Verification (Proving) End-to-End interoperability between your systems and Openreach systems are proved before you start placing real live orders Activities include; Assure Connectivity to Live EMP Assure interface by placing Test Dialogue Service Assure access to the Order & Fault Tracker Place non-customer affecting order Raise a Right When Tested (RWT) Trouble Report You and Openreach Live CPA Cutover Complete Real Orders should not be used at this stage All Orders & Trouble Reports should be cancelled immediately after KCI2* has been received *KCI2 – Keeping Customers Informed PE Launch Plan You confirm successful Order & Fault placement
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Phase 3: Understanding and proving Live WLR3 operation
-2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Test Phase 3 Launch Phase 4 Transition Action Owner Prerequisite Inputs Outputs 3.3 - Live Verification (Trial) We recommend that you use this phase to prove live operation over a wide range of functionality relevant to your business model and in accordance with your PE Launch Plan that may cover a mixture of: - Multiline and Single line with varying CARE levels - Faults entered with various Structured Questions Codes Different Fulfilment Scenarios with Calling & Network Features including new provides, transfers, start/stop lines as well as modify, cease and amend orders. Please note; It is your responsibility to place a sufficient variety of order types to satisfy yourself that the full range of EMP functionality is available to you and operating correctly. You & Openreach Live Verification Proved PE Launch Plan - Order & Fault Volumes are placed in accordance with your PE Launch Plan 3.4 - Line Inventory received by CP You confirm you have received a copy of your LSR and sent a copy onto your TPI (if applicable) You & Openreach Line Inventory report sent to you from Openreach. PE Launch Plan You confirm thay you have received the Inventory Report
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ORT 3 Criteria: Readiness to enter Ramp-up
Phase 1 Set-up Phase 2 Connectivity & Functionality Test Phase 3 Launch Phase 0a Registration Phase 0b Enrolment 1 2 3 Phase 4 Transition 4 5 -2 -1 ORT 3 Criteria Owner 1 At least one order of each order type on the Live Verification checklist has been fulfilled, subject to SLA (aggregated across all products). Openreach 2 You have received your Line Status Report (for information only) to provide you with a snap shot of your inventory in readiness for your Transition. 3 Your Delivery Manager informs relevant Openreach people about your progress
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Phase 3: Understanding and proving Live WLR3 operation
-2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Test Phase 3 Launch Phase 4 Transition Action Owner Prerequisite Inputs Outputs 3.5 - Ramp Up Ramp Up is intended to allow you to place increasing numbers of orders in accordance with your PE Launch Plan, to prove operational stability at BAU volumes. Please note - WLR2 volumes used as a comparator (new provide/transfer order types only, as modify/cease order types will only become relevant after your WLR2 base has been transitioned) - It’s your responsibility to place a sufficient variety of order types to satisfy yourself that the full range of EMP functionality is available to you and operating correctly You ORT 3 Conditions - Orders will be treated as live orders, with real end customers PE Launch Plan Phase 3 PE Launch Plan Complete 3.6 - Ready to proceed with Transition You have confirmed with your Openreach Delivery Manager that you are ready to proceed with the Transition of your WLR2 assets. You & Openreach ORT 3 Complete You have confirmed receipt of your LSR You confirm you are ready to Transition assets. Cont. on next slide…
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Connectivity & Functionality Test
ORT 4 Criteria: Readiness to enter BAU or Transition -2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Test Phase 3 Launch Phase 4 Transition ORT 4 Criteria Owner 1 You’ve successfully provisioned, modified and in possible ceased a line, prior to handover to BAU. You 2 You’ve successfully submitted a fault report. 3 You’ve achieved your BAU target volumes as agreed with your DM. You & Openreach 4 You’ve confirmed that you understand and are following the support model as described in your CSP 5 Any unresolved issues are clearly documented and owned Openreach 6 An accurate bill has been produced for orders submitted via the EMP 7 You confirm that you are prepared to complete Customer Satisfaction Survey 8 You have confirmed with your DM that you are ready to proceed with the Transition of your WLR2 assets. 9 Your Delivery Manager informs relevant Openreach people about your progress and you will now use WLR3 as BAU.
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Phase 4: The transition of your WLR2 base to WLR3
Set-up Phase 2 Connectivity & Functionality Test Phase 3 Launch Phase 0a Registration Phase 0b Enrolment 1 2 3 Phase 4 Transition 4 5 -2 -1 Action Owner Prerequisite Inputs Outputs 4.1 Temporarily closed SPG Gateway This action is designed to stabilise your WLR2 asset base and minimise failures. If you wish to place any new orders during your transition, you should do so via WLR3. You will not be able to place new provides, transfers, conversions and change of address orders on WLR2 for the given product while the SPG Gateway Closed. For urgent orders you will be able to provide New Orders and Transfers on WLR3 and there will be a manual process to enable you to place modify orders, conversions and change of address orders. All other types can be progressed while SPG is closed through a dedicated process. We would like you to keep this to a minimum until your transition is complete. Openreach ORT4 Complete Transition Plan WLR2 Gateway Closed 4.2 Pre-Transition Load Pre-Transition will commence on the agreed date, at the agreed daily volume. Openreach You have confirmed that you are ready to proceed with Transition WLR2 Lines pre-loaded for transition Pre-Transitions Exit Report (if applicable) Cont. on next slide…
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Phase 4: The transition of your WLR2 base to WLR3
-2 -1 1 2 3 4 5 Phase 0a Registration Phase 0b Enrolment Phase 1 Set-up Phase 2 Connectivity & Functionality Test Phase 3 Launch Phase 4 Transition Action Owner Prerequisite Inputs Outputs 4.3 Execute Transition Your transition will commence on the date agreed between Openreach and yourselves, at the agreed daily volume, providing that your pre-transition phase has successfully completed. Transitions will only be carried out on Monday to Fridays, between 8pm and 8am the next day. Any faults requiring attention during transition will be managed through a dedicated Openreach “Blackout” process. This may result in the line not being moved until the fault has been resolved Openreach Pre-Transition Load WLR2 Lines pre-loaded for transition Transitions Exit Report 4.4 Post-transition Support After the transition tool has run over night, we will send you an exit report detailing the lines that were successfully transitioned. You should not attempt to place any WLR3 orders against transitioned lines until you receive our exit report confirming that they have been successfully transitioned. You pass this to your TPI to upload onto their system, they will confirm when you are able to place orders on these assets. If you are a Direct Connect please view page 12 for more details. The SPG Gateway will be re-opened on the next working day. Following the completion of the transition process, we will be available to discuss the results of the transition and highlight any issues should you wish to do so. Any lines that fail transition will remain on WLR2 and the Delivery Manager can also discuss your options on moving these assets onto WLR2. Openreach Transition Executed Transition Exit Report Bi-laterally agreed Mop-up Plan (if applicable) Cont. on next slide…
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ORT5: Readiness to enter WLR3 ‘Business as Usual’
Phase 1 Set-up Phase 2 Connectivity & Functionality Test Phase 3 Launch Phase 0a Registration Phase 0b Enrolment 1 2 3 Phase 4 Transition 4 5 -2 -1 ORT 5 Criteria Owner 1 Openreach have confirmed that your transition has now occurred. Openreach 2 Mop-up of remaining WLR2 lines completed or a plan agreed with Openreach to complete mop-up once in ‘Business as Usual’ (if applicable) 3 Your Delivery Manager has discussed your PE experience with you and actioned any outstanding issues 4 Your Delivery Manager informs relevant Openreach people about your progress
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Acronym guide To save repeatedly spelling out the meaning of the acronyms used in this slide deck, we’ve only done so the first time we’ve used them. We’ve reproduced them all here for easy reference BAU Business As Usual CEM Customer Engagement Manager CP Communications Provider CPA Collaboration Protocol Agreement CRD Customer Requirements Document CRT Client Reception Team CSP Customer Service Plan CVF Customer Verification Facility (Test environment) DEDS Data Exchange and Distribution Service EMP Equivalence Management Platform PE Product Establishment PEM Partner Enabled Management SMC Service Management Centre SQC Structured Questioning Code S&RM Sales & Relationship Manager WLR Wholesale Line Rental 26
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