Feedback from Assurance customers… Market timing is right for Assurance “Quad-Play” RiskView + WorkAssure + ServAssure + EventAssure More complexity in.
Post on 11-Jan-2016
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Feedback from Assurance customers…
Market timing is right for Assurance “Quad-Play”• RiskView + WorkAssure + ServAssure + EventAssure
More complexity in HFC and product offerings• Increasing 7 x 24 reliance on 2-way plant and back office
More data & customer touch points in connected home• Multiple DOCSIS devices, 99.999% service availability
Operations pressure to “Find and Fix” efficiently• Correlate telemetry, calls & truck rolls over hours, days, weeks
Operations pressure to reduce costs• Identify and replace before break, transition MTTRMTBF
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From Automated Outage Notification to Repair
WorkAssure powered Field Tech
Performance Management
Proactive Outage Management
Common Data Collection
CMTSs and CPEs
Network outage suspected at
Node 0
EventAssure determines all devices offline behind Node 0
Workforce Management
WorkAssure creates the work order and
acknowledges with the assigned job ID
WorkAssure determines the best resource to fix
the issue (skillset, distance, equipment etc.)
Automated Outage Interface
EventAssure declares an Event with an
automated notification for a Work Order
The tech is dispatched and notified via his handheld of the outage details The tech fixed the outage and closes
the job on his handheld.
Common Periodic Data Collection for Performance and Outage Information
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Financial Impact Analysis
Rev2 RiskView® provides service outage analytics that enable prioritization of infrastructure issues based on their
financial impact.
The Assurance “Quad-Play”RiskView + WorkAssure + ServAssure + EventAssure
Enhance existing analysis capabilities- Supplement existing real-time alerting with ‘all-in’ over-time alerting
• Daily, Weekly, Monthly, Quarterly, Annually- Extend current ‘Node’ outage capabilities
• Analysis supports worst: Serving Group, Street, Premises, Port, Fix Agent, etc.
Supplement “Network or Service Outage Alarms” to take action- Automated report creation and distribution by management area
Easily support new inquiries- Enhance existing capabilities
• Customer Impact: Equipment/Make/Model/Rev
Incorporate additional data sources- Non-Responders, device reset behavior, video quality monitors, …
Greater insight across the enterprise- Spend vs. Risk
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• In real-time analysis, small and intermittent issues/outages may not exceed thresholds
• Issues may be missed for extended periods
• Some issues are precursors of larger outages
GOOD NEWS: Clues clearly point operations teams to issues and concentrations of outage risk. CHALLENGE: Clues are needles in voluminous haystacks imprisoned in disparate databases.
Prioritizing undetected outages with RiskView4
RiskView leverages data from:▪ Call Center
- Connectivity Calls & Repeats▪ WorkAssure
- TC = Service Calls & Repeats- EC = Refer to Maintenance- DI = Voluntary Disconnects- Biz/Residential, 1/2/3 Services
▪ Maintenance Activity- Planned, Demand
▪ SAA ServAssure Advanced- Hourly Degraded CMs- US/DS Errors/SNR/Power/Util- On/Offline, Node Combining Find & Fix More Issues,
Reduce Calls, TCs, Disconnects
Field Activity
Failed Telemetry
Connectivity Calls
Systematically correlate multiple inputs over time5
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ARRIS Confidential 7/12/12
RiskView Architecture
Correlates data from the Call Center with data from ServAssure Advanced and WorkAssure.
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ARRIS Confidential 7/12/12
RiskView Problem Identification by Geography
Outliers represent most material risks.
RiskView Pilot Case Study
Parameters of 18-Day Blind Study with Maintenance Department▪ 500,000 subs in Region | 17,000 HFC miles | 90 technicians | 7 supervisors | 2 managers | 1 director ▪ 3,750 nodes in 1,500 DOCSIS Serving Groups (combinations of nodes)
Hypothesis▪ [operating cost without RV – operating cost with RV] = Quantifiable Savings
Data Inputs/Outputs ▪ Business as Usual (BAU): Inputs from 10 different systems in four categories:
1.Connectivity Calls
2.Truck Rolls
3.Telemetry (ServAssure, Home Grown Telemetry, DOCSIS Tools)
4.Preventative and Demand Maintenance Activities▪ RiskView (RV): Correlation and outage analytics of all of the above BAU data inputs
Departments Impacted by RiskView Discovered Issues▪ Service Department focuses on Non-Area Issues▪ Maintenance Department focuses on Area issues
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Operating Cost Savings
Savings Method RiskView correlated across DOCSIS Serving Groups then Alerted on unusual costs
Weights applied Reputational cost was used to Trigger RiskView Alerts
= Calls + (2*TCs) + RepTC + (3*ECs) + (2*DI) + CHG + TRB + Telemetry Fluctuation + ServAssure DnErr + ServAssure UpErr
During Alert Periods, 50% of Financial operating cost was used to calculate savings= $.0535/min Calls, $45 TC & DI, $100 EC, CHG, TRB
Example of Savings for a single Serving Group on Next Slide Alert Period
= Prior Day RepCost >=15 AND (Same Day OR Next Day RepCost >=10) Total Operating Cost
$2,466 = 71 Calls + 24 TCs + 2 EC s + 12 DI +1 CHG + 2 TRB Potential Savings
$616 = 6 Calls + 5.5 TCs + 1/2 EC s + 3 DI +1/2 CHG + 1 TRB
Savings for 100% of Region = $ 53,883 / 18 days = $1.1M / 365 Days
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Typical Serving Group Behavior – RV Only Area Issue
Total Fin Cost: $2,466 | Proactive Savings: $ 616
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Serving Group x of 1500
A Complementary Solution▪ Service delivery infrastructure analytics that
help drive down costs by delivering the capability to move from a reactive, point-in-time view of data to an over time, cross-silo view of performance metrics.
▪ Deployed in concert with ARRIS ServAssure Advanced™, Click and Clarify
Key Features▪ Enables greater insight into service delivery
infrastructure by correlating a wide array of service delivery infrastructure data sources.
▪ Unprecedented level of operator analytics by including additional metrics such as Call Center Logs, Truck Rolls, Maintenance Work Orders, etc.
▪ Provides Spend vs. Risk analyses.
Use Cases▪ ServAssure makes detailed hourly
measurements of the number of CPE in trouble on every upstream and downstream port and then feeds these values into RiskView for problem correlation, risk scoring, and prioritization.
▪ WorkAssure, Click, and Clarify feed RiskView with detailed records of all Calls & Service Truck Rolls, from origination of work through final disposition, including disconnects and referrals to HFC Maintenance.
Combined Value Proposition▪ Reduce cost/complexity in prioritization
Issues▪ Isolate problems undermining performance.▪ Ensures a premium customer experience▪ RiskView Finds Issues missed by BAU▪ Correlates and scales more than humanly
possible & transition to Real-time updates
Summary: ARRIS & RiskView® Outage Risk Analytics11
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