1 Customer Service Forum 27 th February 2013 Legal Notice The information contained in this document is confidential information as per your terms and.

1

Customer Service Forum27th February 2013

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

Agenda

1. Introduction

2. Ethernet

3. Broadband: Trouble to Resolve

4. Broadband: Lead to Cash

5. Broadband: Escalations

6. High Level Escalations

7. Q&A

Anna Matty / Lisa Harrington

Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

3

Agenda

1. Introduction

2. Ethernet





7. Q&A


Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

4

Openreach Planning Regional Variation Heat Maps (Day 8)

(13/01 snapshot) (10/02 snapshot)

RAG status Red > 5% below regional glidepath target Amber < 5% below targetGreen – at regional glidepath target or above

5

Openreach Planning Regional Variation Heat Maps (Day 14)

(13/01 snapshot) (10/02 snapshot)

RAG status Red > 5% below regional glidepath target Amber < 5% below targetGreen – at regional glidepath target or above

6

Ethernet Provision Performance (Fibre & Copper)

Performance summary:

• On time delivery continued improving trend

• Percentage Calls Answered (PCA) remains strong

• Cycle time for Fibre delivery remains flat around 60 day mark

• Copper delivery impacted by Openreach service delays. Cycle time rose first 2 weeks of January, but starting to come back down – average for first half of February 35.7 days

Enabler When RAG

Proactive Order Management In Place A

Delay Unblocking Trial In Place G

7

Ethernet Provision KCI Performance


• KCI2 success improved recent weeks with both customer delays and Openreach delays reducing – OR failure 13% average last 3 weeks

• KCI3 Openreach failure maintained below 8% Target

• Latest snapshot of order status shows good progress in unblocking customer delays to get orders fluid (up from 44%)

Enabler When RAG

Day 8 planning recovery – OR behind glide path – seeing trend of lower failure last 3 weeks

Q4 A

Day 14 planning recovery – better than target

Delivered C

Reduce volumes of customer delays

In place through Q4

G

8

Ethernet Repair Performance


• On time repair performance, although at target, slipped in January due to a number of MSO’s and weather related delays.

• Percentage calls answered in 30 seconds remains above target and flat compared to previous month

• Fault rate continues to fall

Enabler When RAG

Automation of engineer tasks In Place G

Reducing manual activities – 20% time reduction

In Place G

9

PROVISION/REPAIR CUSTOMER FEEDBACK PORTAL IMPROVEMENT DELIVERY

ProvisionI want to reduce the time it takes to order ethernet circuits on eCo Plus

Quick Order Templates rebranded and trained out reducing order entry time by at least 5 minutes.

Nov 12

ProvisionI want up to date training on the ethernet product and how to order circuits via eCo Plus

New podcasts and CBT introduced on the Learning Management Academy

Jan 13

Provision

I want to be advised of any known capacity shortfalls and be given an alternative exchange and costs at the point of order entry to reduce service delivery delays

Capacity checker and alternative exchange selection introduced

Jan 13

ProvisionI want to be able to get accurate quotes prior to order entry and for that quote to be saved to stop the double keying of information

Integration of Pricing Tool and eCo PlusPlanned for delivery

May 13

RepairI want to be able to see changes I have made to a fault post submission

Customer amendments to a fault will be visible for them to see via the portal

Delivered Jan 13

RepairI want to be able to run diagnostics without having to go into the fault reporting process

Standalone diagnostic testing tool introduced Delivered Feb 13

RepairI want to receive updates via my preferred contact method

Ability for a customer to specify contact method i.e. email, phone

Planned for deliveryMar13

Portal Improvements for Ethernet

10

KPI ACTIVITY CUSTOMER IMPACT TARGET RAG

Incorrectly Applied Deemed Consent

Industry validation of previously applied Deemed Consents

Ensure feedback loop to prevent incorrect usage of deemed consent and identify areas for improvement

In Place C

Introduction of new deemed consent codes by Openreach

Improve granularity of why deemed consent has been applied In Place C

Introduction of new deemed consent KCI message by BT Wholesale

Improve awareness of need for timely challenge and use of appeals process

In Place C

Deemed Consent (Customer Delays)

Delay Unblocking Trial with OpenreachReduce volume of all delayed orders to ensure completion as quickly as possible.

In Place – runs to 31Mar

G

Reduce volumes of customer delays with BTW customers

Triage calls in place with customers and Openreach to identify actions required to unblock delays and get the orders fluid.5% reduction in customer delays since January forum

In Place – runs to 31Mar

G

Escalation

Proactive Order Management – identify and escalate all orders that have not had appropriate update from Openreach

New proactive escalation process introduced 8th January to improve and drive the management of orders with Openreach. Steady volume of escalations since introduction.

In Place8th Jan

A

Introduction of new KCI templateNew template introduced on 4th February to give customers visibility where we have taken proactive escalation into Openreach

In Place4th Feb

G

Key Improvement Plans for Ethernet

11

Agenda

1. Introduction

2. Ethernet





7. Q&A


Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

12

Broadband T2R – contact handling performance


• Propensity to contact and contact volumes have started to reduce leading to improved performance on % calls answered within 30 seconds with February performance close to 80% target

• Handling times maintained, however still seeing impact from the onward need to contact Openreach as part of the contact.

Enabler When RAG

20 new advisors introduced & additional 1k resources deployed in Openreach

December (BTW)January (OR) C

BTW queue dwell management so diagnostics routinely completed within 8 hours

Maintain through Q4 G

Contact reduction programme based on fault codes and joint working initiatives

Through Q4G

13

Broadband T2R – on time repair and fault performance

Performance Summary:

• Openreach performance has stated to improve, however weather related issues are still resulting in an average repair time on the SFI product between 1- 3 days but typically toward the 2.5 day level.

• Low BTW queue dwells have been maintained throughout January and February

• Fault volumes stable through January and showing a declining trend in February

Enabler When RAG

20 new advisors introduced to assist in maintaining low BTW queue dwells

December & Q4

C

Fault reduction through self-serve pilot and triage / QAT link up with Openreach

Through Q4G

Driving Openreach through product recovery glide path and addressing problematic fault journeys, e.g. REIN, SDSL.

Q4

R

14


Improved customer experience

On time repair performance

Reducing lead times a key priority – daily and weekly tracking in place with OR based on SFI performance, however commitment to normal operating levels (33k fault stack reducing to 16k by mid-February breached)

Mid-Feb ’13 R

Missed appointmentsProgramme of work with OR to reduce missed appointments which focusses on visibility and metrics and agreeing improved targets

Jan ’13 A

Escalations Prevent faults auto-closing when an open escalation has been raised Feb ‘13 C

One contact resolution

Customer, process and agent behaviours drive to uplift to 75 by year-end Q4 A

Contact reduction

AN & CD code contact removal

Fault code based reduction of unnecessary contact Jan ’13 A

Different ways of working

Customer opportunity review of better ways of working – e.g. bulk/batch updates to jointly remove contact

Q4 G

Improved fault handling

Looping faultsLooping faults process and workflow established from 15 Jan picking up faults at 3rd loop to intercept complex faults. QAT and OR Triage team linkage. Current performance on field save visits between teams is 70%.

In place A

Proactive fault resolution

Engineering visit -2 days – additional checks performed with coop desk resolving a certain faults in agreement with customer to save truck rolls and improve cycle time

Pilot in March ‘13

G

SDSLSymmetrical Digital Subscriber Line

BTW working closely with OR to review the end to end SDSL process to enable better management of SDSL faults.

Feb ‘13 A

Repetitive Electrical Impulse Noise

BTW working with our suppliers to ensure better management and diagnosis of REIN cases.

Jan & Feb ’13

G

Broadband T2R – improvement plans

PEW’s forecast information now visible online at: https

://www.btwholesale.com/pages/static/Library/Network_Information/Planned_Engineering_Works/index.htm

https://www.btwholesale.com/pages/static/Library/Network_Information/Planned_Engineering_Works/index.htm



15

Agenda

1. Introduction

2. Ethernet





7. Q&A


Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

16

Broadband Provision – On Time Delivery and Cycle Times

Performance Summary:• Cycle Times increased in January due to Bank Holidays

and delayed orders closing as tail volumes reduced. To date, in February, cycle times have stabilised as orders are flowing through with shorter lead times Overall cycle time has been heavily impacted by PSTN lead times which determine SIM Provide delivery timescales.

• On time delivery was flat through January, again impacted by tail closure . Performance will remain flat as failed orders are closed but new orders will see improved performance.

• FTTC on time delivery has recovered following resolution of the Faulty D-side issue in December . Performance was impacted by bad weather in January but has been on an upward trajectory through February to date.

Enabler When RAG

Openreach Lead Time Reduction PSTN lead times have reduced – average 14.62 days. Recovery of outstanding orders continuesFTTC lead times have reduced from 15.1 to 8.4 days

Through Q4

A

BTW Jeopardy Management New processes focussing on the KCI2+ period are reducing failure volumes

Through Q4 G

Openreach Planning Review Planning support team in place from March to overview queue performance and turnaround times

Through Q4

A

Cycle Time

April May Jun July Aug Sep Oct Nov Dec Jan 0.0

5.0

10.0

15.0

20.0

25.0

20C CT Actual WBC CT Actual FTTC CT Actual

Apr May June July Aug Sept Oct Nov Dec Jan91

92

93

94

95

96

97

98

99

20C Actual 21C Actual FTTC Actual

17

FTTC – Missed Appointments

Performance Summary:• Supplier missed appointment volumes have seen significant

improvement since holiday period- FTTC has reduced from 8.5% to 5% as of mid Feb.

• Faulty D-side delays due to pair quality test on installation have reduced from 165 to less than 40 per day due to an Openreach process change and the inclusion of copper line test at KCI2.

• Multiple missed appointments have reduced from 7% in December to 3.5% by mid February.

• Customer missed appointment rate remains relatively flat -2rd missed appts will be reviewed to understand why and to identify learning opportunities with individual CPs

Enabler When RAG

Proactive Reappointing SOR raised at CPSG forum for Openreach process to reappoint prior to and on the day. SOR will be raised at Fibre forum 27th Feb.

Q2 13/14G

Multiple Missed Appts Prioritisation Reduction in missed volumes but Openreach rollout of never miss a second appointment has identified issues. BTW intervention process in place to avoid multiple missed.

Q4A

FTTC Tentative Appt Process Tactical Fix delivering 4 hour average response – strategic fix aimed for September.

Q4 Tactical FixQ2 13/14 Strategic Fix

A

2nd

Nov

16th

Nov

30th

Nov

14th

Dec

28th

Dec

11th

Jan

25th

Jan

08th

Feb

0.00%

1.00%

2.00%

3.00%

4.00%

5.00%

6.00%

7.00%

8.00%

No Access

Customer Not Ready

Total Customer Missed

30th

Nov

14th

Dec

28th

Dec

11th

Jan

25th

Jan

08th

Feb

0.00%

1.00%

2.00%

3.00%

4.00%

5.00%

6.00%

7.00%

8.00%

9.00%

Total Supplier Missed

Faulty D-side De-lay

Multiple Supplier Missed

Supplier Missed Appointment

Rate

CP Missed Appointment

Rate

18


Missed Appointments

Faulty D- Side Process changes in Openreach to perform copper line test pre-KCI2 to ensure correctly skilled engineer is assigned to appointment. Jan 13 B

Proactive Reappointing & Speed to Appoint

Programme to introduce a process for on the day reappointing and prior to the day reappointing where its clear that appointments will be failed – expedited second appointments with CPs having direct access to the appointment books.

Q2 13/14 A

FTTC Customer Missed Appointments

Missed appointments programme, target to reduce customer missed appointments across products .

Openreach initiatives to reduce incorrectly assigned supplier missed appointments

Q4 A

Customer Experience

Bridge Cases Improvements to Jeopardy Management of Bridge Cases and performance to SLA. Q4 G

Pro-Active Jeopardy Management

Review of Interception points post KCI 2 based on delay reasons to drive On Time Delivery performance – trials have delivered a 15% improvement rate

Q4 G

Contact Reduction

Contact Medium Review

A review is underway with selected CP’s to understand the best medium for different types of contact into BT Wholesale. Q4 G

Broadband L2C – Improvement Plans

19

Agenda

1. Introduction

2. Ethernet





7. Q&A


Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

20

• Volume – 22.13% decrease up to Jan 2013• Escalation resolution time improvement from 11 days down to 7 days.• First touch KCI- in hours – Sept 26% - current 83% overall.• Repeats Sept 5.6% current – 3%

Portal Progress

• Repeats Quality checks - Training programme continues offshore.

• RCA on top Escalation reasons links into Richard & Johns teams to ensure right Business Improvement plans are in place.

• CSP updated –IPStream- WBC & FTTC current products on portal.

• CSAT survey – opens on Escalation closure – 18th March.

• Escalating to next level process improvements. Advisors can now set escalation in automation to stream to next available Team Leader / manager.

• Escalation portal user guides – updated BTW.com – Library- Technical documents

Escalation Management programme

Update on escalations

21

Current Issues Actions Impact Timescale

Correct a navigation error when we click to get more notes & then back button

Customers should contact- BT Wholesale System Support Helpdesk

24 hrs – 7 days a week

0800 783 5639 option 1

Individual system issues deal in real time with System Support H.D

BAU process

Remove the notes add in limit from 1000

characters Increase characters to 8000

Improves the communication

flows between Customer and

BTW Escalation handler.

18 March

Allow all characters and symbols in the notes field.

Remove current security limitations across cross site scripting and SQL injection . Confined to notes field nothing can be executed elsewhere.

All characters and symbols can be shared on the portal

13 May

RAG report split between provision and repair.

Improve current RAG report to show split Provision / Repair

15 July

Escalation portal customer requests - action plan

22

Current Issues Actions Impact Timescale

Customer ability to raise escalation to Team

Leader - Manager level that streams the

escalation out to the right skill set

Provide option to select to escalate to

next level.

Customer doesn’t need to contact us

to escalate to next level 15 July

Include Circuit details as part of Escalations Detail pageShow KCI status and next steps on details page Provide Escalation Level Status

Include additional information on details page to avoid Customer searching elsewhere for same details.

Avoids unnecessary searching. 15 July

Remove duplicate escalations due to escalation type .

Portal recognises same circuit details.

Customer can only raise one escalation per circuit avoids duplicates.

15 July

Integrate with fault / order tracker Fully integrate portal to all update systems.

Enables update searches to be all in one place.

Business Zone integration

Introduce Escalation criteria validation - look up on SI to

Business Zone integration

Escalation portal customer requests - action plan

23

Agenda

1. Introduction

2. Ethernet





7. Q&A


Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

24

High Level Escalations

• Ethernet & Jeopardy Mgt.• Escalation Sprint• Quality Assurance

• Process Improvements• Openreach Recovery

0

10

20

30

40

50

60

70

80 HLE Raised (Accepted) Base

Forecast

Volume glidepathVolume and mix

Performance summary:• Overall volumes still showing the right trend – although

there was an increase post the holiday dip over the New year.

• Escalation Sprint on Broadband continues to focus on quality and helps with the volume of HLEs

• Focus on Ethernet improvements – established governance on critical cases. Improvements started on Business as Usual cases

Enabler When RAG

BB Escalation Sprint – to improve BAU escalations & empower

31/03/13 G

Complex Case Reviews – driving process improvements in SDSL

Tactical in place;28 Feb 2013 G

Ethernet – proactive order management and other process improvements

In progress – Feb 2013 A

Communicate and engage with customers and Accounts teams on team scope and role

In progress – on going G

4/13

/201

2

4/27

/201

2

5/11

/201

2

5/25

/201

2

6/8/

2012

6/22

/201

2

7/6/

2012

7/20

/201

2

8/3/

2012

8/17

/201

2

8/31

/201

2

9/14

/201

2

9/28

/201

2

10/1

2/20

12

10/2

6/20

12

11/9

/201

2

11/2

3/20

12

12/7

/201

2

12/2

1/20

12

1/4/

2013

1/18

/201

3

2/1/

2013

0

10

20

30

40

50

60

70

80

90

100

HLE Raised Accepted (Not Inc Pan) Pan Products Accepted

Base

25

High Level Escalations

Provision Delays

Missed Appointments

Drop in Connection Issues

Slow Speed

Failed installations

Top 5 DriversCycle Time

Performance summary:• Simple – regular BB, reappointing cases – no civil works

or long lead times; Complex – cases with planning, civil works and longer lead times (e.g. REIN)

• Cycle time for complex cases reduced since December – however still above target

• Joint Root Cause Analysis sessions started across BAU and HLE Offshore and Ethernet.

• Quality – second HLE survey results

Enabler When RAG

Better Management of REIN cases 15/02/13 G

Openreach Missed Appointment Improvements

In progress – Q4 A

Joint Offshore & HLE RCAs and joint RCAs with Ethernet provision and Openreach

Started Jan 2013 G

Quality Initiatives – Training, CSAT Survey In progress through

to 31/3/13 G

Ethernet – twice weekly governance on critical complex cases Starts Jan 2013 G

30d 0h

4d 0h

9d 0h

14d 0h

19d 0h

24d 0h

29d 0h

Simple

Complex

26

KPI ACTIVITYCUSTOMER IMPACT TARGET

DATERAG

Volume

Broadband Escalation SprintImprovements in BAU Escalation- BB processes – to drive down HLEs

31/03/13 G

Process Improvements – SDSL Reduction in SDSL issues across BTW – tactical solution in place 28/02/13 G

Ethernet – proactive order management and other process improvements

Ensure proactive escalation to improve and drive the management of orders and reduce the need to escalate to high level escalation Feb 2013 A

Communication & Engagement Plan across all stakeholders

Better understanding of when to escalate and what constitutes a high level escalation – to enable us to add value to the real urgent cases

Ongoing G

Cycle Time

Process Improvements - REIN Reduction in cycle time of REIN cases – greater clarity of communication

15/02/13 G

Cross-supplier Root Cause Analysis and process improvements (BB & Ethernet)

Reduction in overall resolution speeds and improvement of processes to reduce the need to escalate

Starts Jan 31/03/13 A

Ethernet – twice weekly governance on critical complex cases

Reduction of cycle time and clarity of information and senior focus on the most critical issues

Starts Jan 2013 G

Quality

Training – soft skills, Product (Ethernet, L2C, FTTC Refreshers) Improved quality of communication from HLE team 31/03/13 G

Monthly CSAT Survey on HLE Handling Feedback loop – will also result in overall quality improvements from the team. January results below.

Started Dec 12 G

BB Proactive Trial – to proactively identify and address cases and ETH Proactive Order Monitoring

Improved response and resolution times as well as improved quality (by addressing problems before they become high level escalations)

In progress A

High Level Escalations – Improvement Plan

27

Agenda

1. Introduction

2. Ethernet





7. Q&A


Richard Foxall

Richard Marsh

Neil Volan

Marian Thorley

Sean Kiernan

1 Customer Service Forum 27 th February 2013 Legal Notice The information contained in this document is confidential information as per your terms and.

Documents

time repair performance

openreach delays

time delivery

placeg slide

target deliveredc

place g slide

order entry time

time reduction