BT & Openreach Implementing the TSR Undertakings Welcome.

BT & OpenreachImplementing the TSR Undertakings

Welcome

Agenda10.30am Welcome & Introduction Jo Upward

10.40am The Undertakings Peter McCarthy-Ward/ Greg Mook

10.55am An Update on Openreach Implementation

Anne Heal/ Chris Jagusz

11.10am Overview of Product Plans for EoI

Chris Jagusz

– LLU Barry Jacques/ Paul Barratt

– WLR (analogue & digital) Martin Whewell

– WES & BES Peter Newton/ Chris Jagusz

– IPstream Malcolm Austin/ Rob Thomas

12.10pm Break

Agenda12.25pm Management of BT Wholesale’s

Products & PortfolioOverview of Product Plans for Transparency

Angus Flett / Guy Bradshaw / Rob Thomas

– Partial Private Circuits Guy Bradshaw/ Rob Thomas/ Mike Ward

– DataStream Guy Bradshaw/ Rob Thomas/ Mike Ward

– Carrier Pre-selection Guy Bradshaw/ Rob Thomas/ Mike Ward

12.55pm Systems Plans & Roadmap Colin Windsor

1.15pm Future Consultation & Governance

Jo Upward

1.30pm Q&As

1.45pm Close (followed by Lunch)

BT Group TSR Programme Office

Peter McCarthy-Ward / Greg Mook

Delivering the Undertakings

254 discrete deliverablesEach owned within a programme structureProgramme Offices in each Line of BusinessCo-ordinated at Group LevelFortnightly tracking – reporting underwayGap analyses – local & centralEarly deliverables ahead of schedule

Programme GovernanceProgramme Steering Group

Role: Executive Steering

Group level forum with overall responsibility for direction. Reports to the BT Board Operating Committee

Programme Board

Ensure best practice,Track Progress, Manage PrioritiesResolve Project Issues,Ensure Cross-Line of Business ConsistencyProgramme CommunicationsEscalate where required to the Steering Group

Reportinga) By projectb) By Undertaking owner

Expert GroupInterpretationTrouble shootingValidate projects/compliance

HelpdeskProvide first line support to LoBsRecord advice givenMaintain Web Site – inclu. FAQs/Advice register

Programme Office

Cross Group Co-ordination of Product Equivalence

OCOfcomEAO

LOB Programmes – manage LOB specific & input to/action from Group & Horizontals

ReportingPROGRAMME BOARD

STEERING GROUP

Retail Openreach WholesaleGlobal Services

Bruce StanfordDirector, TSR Programmes

Programme Office

BTW OrganisationMIS securityContract Management MechanismNGN Equipment Co-locationLeased LinesProduct TransparencyCultureetc

Openreach BuildBrandAddress MatchingCultureNew productsNumber Portabilityetc

Organisation dissolve and buildConsumption of EoI services

Training

EAB/O Create

Code of Practice

Finance

Remuneration schemes

Tim CowenGeneral Counsel and Commercial Director

Duncan IngramDirector, Business Improvement

Steve RobertsonCEO

Group

Peter McCarthy-WardDirector, Equivalence

GS Link

Retail Undertakings Programme

Process &ISD Link

Legal &Regulatory Compliance Finance

ProductsJohn Weaver &Jeff Richardson

Sales & Service John Weaver

Operations & Behaviour Steve Askew

Jacqueline Steed

N. Ireland

People & Comms

Alan Hall

Graham Stanton

Richard CooperAndrew Parker

&Alan Lazarus

Stef Norman Neil Taylor Charlie McKay

Systems (& ISD Link)

Undertakings Achieved

appointment of the CEO of Openreach (5.24)

establishment of the Equal Access Board and Office (10.1- 5)

publication of Estimated Space Availability Details (7.1.2)

Openreach brand developed in accordance with 5.48

The accommodation the Openreach top team will require has been identified in readiness for delivering Undertaking 5.33.1

Openreach build on schedule

EAB Remit

To monitor BT’s compliance with the Undertakings including:-

– Undertaking milestone achievements– Equivalence KPIs– Soft KPIs: perceptions, attitudes, behaviours – Complaints (internal & external) – Assess breaches (material and non-material)– Review Openreach SLAs performance and response to SORs– Review SMP portfolio roadmap and investment– Review Code of Practice, training, etc etc

Reporting…

– Regularly to BT Group plc Board, monthly minutes to Ofcom & annual public report

EAB

Carl Symon Chair

Sir Bryan Carsberg Independent

Stephen Pettit Independent

Dr Peter Radley Independent

Sally Davis BT

Key EAB Dates

2005

• 10 October EAB members announced

• 1 November EAB formally launched

• 3 November First EAB meeting: introductions, governance, Code of Practice

• 21 November Second EAB meeting. Openreach present their initial KPIs, complaints handling policy

• 19 December Third EAB meeting. BTW and Openreach present their final KPIs

2006

• 1 February BT reports first quarter KPI performance

• April/May EAB prepares first Annual Report to Ofcom

• June EAB publishes summary annual report

Openreach implementation

Anne Heal / Chris Jagusz

Building a better access network

higher bandwidth services

increased fault rate

greater demands on field service

extended lead times

additional resources

reduced lead times

free up resources

reliable network

network health

reduce fault rate

Creating a new identity

HQ signage

Nov

Dec

Passcards

Jan 06

WebsiteEmail domainStationeryVansUniformsPoster & pressPR

CP use of brandCP toolkitGeneric copy

Organising our resources

Sales, Products & MarketingAnne Heal

General Counsel

Nigel CheekOperations

Andrew JonesJohn Dunn

Equivalence & Public Affairs

Emma Gilthorpe

SystemsColin Windsor

ServiceJohn Small

Chief EngineerBob Cowie

CEO: Steve Robertson

Working with customers Primary channel for its products; full service; active marketing and sales

Three approaches to account relationships for Openreach products

Buy only from Openreach

Buy from Openreach and other BT businesses

Buy products only from other BT

businesses

Direct relationship with Openreach only

Parallel relationship with both

Existing account relationship only

Orders, faults, bills > deal directly with Openreach

1 2 3

Customer communications

Nov Dec

Implementation

Jan 06

Full operation

Mar 06

Overview of Product Plans for EoI

LLU

Barry Jacques /Paul Barratt

Local Loop Unbundling:Product Plans to Deliver our Commitments• LLU already has EOI

• Retail & Global buy SMPF/MPF identically to LLUOs• IPstream must consume SMPF & MPF by EOI dates

• Ready For Service For New lines – 30th June 2006• Installed Base Migration Complete – 31st December

2006 • “To LLU” Product Migrations with IPstream EOI dates• Strategic systems needed to: -

– Deliver Industry & Wholesale volumes– Implement process improvements– Drive down unit costs – “zero touch”

Local Loop Unbundling: Systems Enhancements

XMLInterface

30th June

Ad

dre

ss M

atch

ing

Ph

ase

0

(Q3) Sept- Dec 05 (Q4) Jan- March 06 (Q1) April – June 06 (Q2)June - Sept 06

Stand AloneAddress Matching

Service

31st Dec

SM

PF

Ph

ase

1

MP

F/A

SS

UR

AN

CE

Ph

ase

2

PilotStart

13th Feb

IPstream EOILaunch

30th June

Launch

May - July

IPstream EOILaunch

30th June

PilotStart

TBC

Local Loop Unbundling:KPIs

Openreach will publish existing LLU KPIs to demonstrate that Industry receives the same service as BT

• Percentage of MPF and SMPF orders provisioned by customer agreed date. This applies to all CPs including BT’s downstream businesses • Percentage of MPF and SMPF faults cleared within 40 clock hours. This applies to all CPs including BT’s downstream businesses.

The two key current KPIs related to equivalence are as follows:

Industry Consultation

21/11/200521/11/2005 In Confidence MBE/OfcomIn Confidence MBE/Ofcom 22©OTA

OTA Office of theTelecommunicationsAdjudicator

2

MBE

IT DirectorsProgrammeManagement

LLU IndustryGroup

Lisa Users Group

ECO Users Group

Plan & Build& Backhaul

Tactical SIG

Strategic SIG

Bulk Migration

LLU Contracts

ProductFeatures

Commercials

Regulatory

Assurance

Current LLU Governance

• Existing Industry forums to continue

• No additional TSR meetings - handled through existing forums

• BTW to attend OTA and Industry forums

• Collaborative approach to continue

• OTA facilitation

21/11/200521/11/2005 In Confidence MBE/OfcomIn Confidence MBE/Ofcom 33©OTA

OTA Office of theTelecommunicationsAdjudicator

3

LLU ExecutiveFormerly MBE

IT DirectorsProgrammeManagement

Products& Commercial

Tactical Implementation

Group

Strategic Implementation

Group

Bulk Migration

LLU Contracts

BES Contract??

MPF, SMPF,Plan & Build

& LLU BackhaulProduct

Commercials

Operations

Plan & Build& Backhaul

Provisioning

LLUO Bi-Laterals

SMPF & MPFUsers Group

Assurance

Transition to LLU Executive Governance

WLR (analogue & digital)

Martin Whewell

Wholesale Line Rental Market- 2005

Access N

etwork

Wholesale

Retail

BT Retail

Ret

ail

BT Wholesale

Service Providers

WLR

2

• Vertically integrated supply of BT Retail Lines

• Equivalence delivered through WLR2 product to Service Providers

• Over 2M PSTN and ISDN WLR2 Lines

Today’s Vertically Integrated systems and processes......

MIS

Customer Service

Computer[ROOT]

Billing

Provision

CS

S =

Workflo

w an

d Inventory Work Manager

Repair

~33 Customer Contact Centres- ‘000s customer

agents- ‘00s Products

- >20 Million Customers

~ 40 Million exchange pairs

- 23 Million premises

- 1.8M provision visits annually

- Deeply integrated Systems

- Many Robotic tools

- Millions of Transactions

Daily

• Migration will be complete by June 2010

• ISDN line migration complete by 2009

• WLR2 Product withdrawal to be agreed with industry

BT Retail

openreach

Service Providers

New

Wholesale Line Rental 2007-2010• Openreach will

supply WLR3 through equivalent systems and processes

• From 1/1/07 new end user customers will be provided through EoI systems

• Existing customers of BT Retail may still be managed by direct access to CSS

openreachopenreach

BT Retail

Exi

stin

g

openreachW

LR

2

WLR

3

.....Major redesign required

Retail CRM

MIS

Customer Service

Computer[ROOT]

Billing

Provision

Work Manager

Repair

Access CRM

MIS

Billing

BT RetailService Provider A

Service Provider B etc

openreach BT Wholesale

Core Network

Busines-To-Business trading

using XML

New Processes for Customer

Contact Centre

BT Wholesale will supply

components into openreach

WLR3 improvements over WLR2

Key differences between products;

• Operational interfaces redefined with emphasis on B2B trading

• Processes redefined around “Dialogue Services” to allow greater visibility and control

• Address Matching and Appointing improvements built in

• Pre-Validation and Inventory dialogues remove the need forLike-For-Like transfers

• “Keep Customer Informed” (KCI) touch-points proactively sent

• Bus/Res distinction removed; differentiation provided by CP

• Forecast driven prioritisation removed

But......

• End user product specification unchanged

•22nd Sept – SPF Commercial Group: Discussion of principles

•12th Oct – Commercial Group Working Party

•13th Oct – FSPA Plenary Update to industry

•20th Oct – Commercial Group Draft Product Description presented

•24th Nov - Commercial Group Issue Product Description

• From Dec 05 Weekly Process Workshops proposed

•14th Dec - IT Workshop planning

•Mid Jan - BT Hosts IT Workshop

• Further IT Workshops to be scheduled

Consultation Milestones

Wholesale Extension Services & Backhaul Extension Services

Peter Newton/ Chris Jagusz

TSR Overview – what needs to be done

• Meeting the letter and spirit of the TSR obligations

Industry Agreement – Capturing Requirements

• Please join existing WES/BES Forum exercise

Timeline and Milestones

BT’s Undertakings: WES and BES

• WES and BES EoI by September 2006

• WES A, WES B and WEES subject to request

• Several Backhaul Undertakings including Aggregation

• IBMC date for BT’s relevant retail Ethernet-based local area network extension service March 2007

BT’s Undertakings: WES and BES

Design Options being discussed with Industry• Wholesale Extension Services – Access (WES-A)

• From End User site to Local Access Node

• Wholesale Extension Services – Backhaul (WES-B)

• From Local Access Node to Local Access Node

• From Local Access Node to Major Access Node

• From Local Access Node to CP PoP site

• From Major Access Node to CP PoP site

• Wholesale Extension Services – Aggregation

• Aggregation of smaller sites prior to onward backhauling

• Wholesale End-to-End Ethernet Services (WEES)

• End User site to End User site

Proposed Timeline

A AA

20CN TSR Product Timeline

Sep 22nd 05

Start feasibility study for new EOI products

based on requirements

Dec 1st

2005

Jan 2006

Start EOI Development

Mar 2006

Systems & Process Testing

Systems & Process

Trial

Sept 1st

2006

Launch new EOI products

Sept 30th

2006

Start EOI Solution Designs

Nov 14th

2005

A AJuly 2006

C

Initial Industry Forum

Consultation Session

Nov 30th 2005

TSR agreed, detailing BT’s undertakings

TSR review by BT / Industry

Phase 1 requirements

capture complete

Industry submitted SORs (with prioritised

requirements) by 30/11/05

BT to present results of feasibility study to Industry for Phase 1 (30/9/2006

launch), detailing the specific products / features which can feasibly be launched in Phase 1. Phase 2 dates to be agreed

and confirmed.

March 31st

2007

IBMC (Migration)

Date

A

BT to present results of solution design to Industry for Phase 1

Launch

Please note that the launch on 21CN is subject to the deployment of 21CN

NGN across the UK.

Consultation between Industry and BT to

aide creation of product definitions

(dates to be agreed 14/11/05)

BT to use formal notification procedures of product / price / contracts.

Dates to be confirmed

A AG

The assumed notification period for Industry for changes depends on whether it is a new product (28 days) or a change to an existing product (90 days) - as detailed in the Leased Lines Market Review.

Building new products: TILLAP/ TILLBP

• Traditional Interface Leased Line Access / Backhaul Product*

• Described in Undertakings

• Developed if demand exists

• Of greatest interest to network operators

• Customer meetings & industry consultation

* The situation is different for RBS.

CP network

NTELocal

ExchangeTier 1Node

Point of Handover

PPC

TILLAP TILLBPX X

IPstream

Malcolm Austin /

Rob Thomas

www.btwholesale.com

IPstream Broadband Equivalence • EoI for IPstream across BT Group: 31st December ’05

• Actions

• BT Retail and BT Global will use exactly the same processes, systems and procedures as all other CPs.

• IPstream consuming SMPF/MPF:

• New orders 30th June

• Installed Base Migration Complete (IBMC) 31st December ’06

• Actions

• IPstream Home & Office (ADSL) will consume SMPF

• IPstream Symmetric (SDSL) will consume MPF

• Consultation & discussion via Broadband SP Forums early in New Year

Wholesale providing IPstream equivalently

Retail and Global – consuming IPstream equivalently

Front end Systems andProcess changes. Training and Compliance

Systems and Process changes requiring downstream and upstream

interdependent changes

IPstream Equivalence – 3 elements

Upgrade changes for Communications Providers

(to match retail access)

Communications Providers consuming IPStream

OneIT Systems Plan1

2r 2w

3

IPstream Equivalence

Wholesale providing IPstream equivalently

Retail and Global – consuming IPstream equivalently

Communications Providers consuming IPStream

OneIT Systems Plan

1

2r

2w

3

•Increase capacity of B2B gateway•Increase capacity of external availability checker•Enhance processes to handle incompatible products

•Improved test and diagnostics•Enhanced billing T&Cs•Improved escalation process

•Train c.4000 advisers•Remove wholesale data from front end systems, change processes and procedures (100 system changes, 10 main ones, 200 processes changed/modified)•Embed compliance measures in systems and processes

3

• Customer Business to Business Gateways

Development to support increase in volumes via external interface for provision, repair and test and diagnostics.

Removal of BTR/BTGS internal access to Woosh; eCo already compliant but may need to support small increase of volumes.

• Customer Information

Development to support access via external website interface for availability checker and Customer Reports (BBCR)

No daily increase of volumes but improvements to stability.

• Product Incompatibilities

Enhancement to existing process to ensure all cases are dealt with in an equivalent manner.

System & Process Interdependent Changes 2w

• Woosh Functionality

Improvements to ease of access for testing via btw.com, along with access to a new functionality to enable batch session kill for all CPs.

Access to further diagnostic tools via btw.com are planned.

Customer Communication imminent.

• Enhanced Billing Terms & Conditions

Currently only one bill is provided per legal entity - in future, multiple bills will be available for “accounts” provided there is physical separation between the networks related to these different “accounts”.

Customer Communication being planned.

• Escalation Process – Provision and Repair

There has been a complete review of the BT internal escalation processes to ensure compliance

Further internal communications and training has taken place

Upgrade Changes for Communications Providers

3

IPStream Migrations Migration in scope for December 2005

From To

Dec2005 TSR Compliant

Yes IPStream IPStream Yes*

Yes IPStream Datastream Yes*

Yes Datastream IPStream Yes*

YesIPStream/ Datastream

SMPF Yes*

Yes SMPF IP Stream/ Datastream Yes*

No

IPStream/ Datastream + BTR PSTN or WLR

MPF In scope for June 2006**

No MPF

IPStream/ Datastream + BTR PSTN or WLR

In scope for June 2006**

•All Communications Providers to experience:

•Standard lead times

•Same order gateways

•Same process for migrating

•Same reporting mechanisms

•Same pricing

•Same systems

* Subject to outcome of validation process

** Subject to agreement with OfCom

Break

Undertakings Implementation

Management of BT Wholesale’s Products & Portfolio

Organisational & Governance Approach

Angus Flett /Guy Bradshaw / Rob Thomas

Guiding Principles – a common baseline

Meet both the letter and the spirit of the

Undertakings

Maintain operational

efficiencies, where no conflict with Undertakings

Design implementatio

n in an efficient manner

Drive changes in both

behaviour and outcome

Transform into a high-quality and responsive wholesaler

Product Management Organisation: Colour Key

RED

BLUE

GREEN

BTW CORE NETWORK SERVICES or “BTW-CNS” (‘BTWS’ in the Undertakings)

BTW NEW & UNREGULATED SERVICES or “BTW-UNS”

BTW VALUE-ADDED NETWORK SERVICES or “BTW-VNS” (‘BTS’ in the Undertakings)

KEY: Four “Product” Communities

WHITE SHARED FUNCTIONS (which support the three product management units)

BTW-CNS

Prog mgt

Prod devt

Pricing

BTW-VNS

Prog mgt

Prod devt

Pricing

Product ManagementAngus Flett

Pricing

Programme ManagementPaul Banjo

Comm mgtCust exp -Other

CameronRejali

PortfolioTarquin Bellinger

Product Management Organisation: Separation framework

Prog mgt

PricingProd devt

BTW-UNS

Angus FlettDirector, Product Management

Guy BradshawCustomer

Experience

Andy KennedyCommercialManagement

Rob ThomasBTW-CNS -Datastream

& Data

Mike WardActing

BTW-CNS -Interconnect

Andy JuggBTW-VNSIPstream &

Voice

Don PeacockPRICING

BT

W-C

NS

BT

W--

VN

S

BT

W-U

NS

Guy Bradshaw(Acting)

BTW - New &Unregulated

Services

Paul Banjo (NDH)Director, Product Development Programme Management

Cu

sto

me

rE

xp

eri

en

ce

, P

roc

es

s &

Tri

als

Pipeline Management and Key Programmes

Keith Edwards

BTW-CNSDevelopment

& LaunchSteve James

BTW-VNSDevelopment

& LaunchAndy Wyatt

BT

W-U

NS

/

Ap

pli

ca

tio

ns

Pro

du

ct

De

ve

lop

me

nt

Pete Burrell

Information flows (Common functions are fundamental to ensure data separation and control)

Product KPI’s, Product Plans, Development KPI’s, Business cases, Pricing papers, MIS

Information

Common functionsCommercialManagement Customer

ExperiencePortfolioPipeline

Management

BTW-CNS BTW-VNS

Pricing

BTW-UNS

Overview of Product Plans for Transparency

Mike Ward / Guy Bradshaw / Rob Thomas

TRANSPARENCY

For PPCs, CPS and DataStream BT shall:

• within three months of these undertakings taking effect provide sufficient transparency to other Communications Providers (CPs) to enable them to identify and understand any differences between the matters BT is required to list in its reference offer pursuant to the relevant SMP condition in connection with the above products and services which it provides to other CPs and the comparable products and services that it supplies to itself;

• use reasonable endeavours at all times to resolve any outstanding issues with any other CPs concerning the provision of [those products] to that CP

For TILLAPs/TILLBPs:

• ensure the costs attributable to TILLAP/TILLBP (when provided) form part of the cost stack for BT’s relevant PPCs

DataStream, PPCs andCarrier Pre-Select (CPS)

DATASTREAM IROs

Italics added

•Two Internal Reference Offers (IROs)

•“BT Datastream ADSL and BT’s Internal Arrangements for Network Access “, and

•“BT Datastream and BT IPstream ADSL Virtual Paths and BT’s Internal Arrangements for Network Access”

•The two current IROs can be found on:

• www.btwholesale.com [log-on] > Broadband > Products > BT Datastream > Terms and Conditions

DATASTREAM – Progress report

• Consultation process• 15/09/05 – 21/10/05 Invited Customer Feedback

• 24/10/05 – 01/12/05 BT will review all feedback and update IROs

• 01/12/05 – 15/12/05 Respond to customer feedback

• We received feedback from 6 Communication Providers and, in total, there were approx. 50 questions raised

• Publish updated Datastream IROs – 22nd December 2005

22 Dec 2005

Publish IROs

June 05

Issue IROs v1

15/9 – 21/10

Commence

Consultation

1/12 – 15/12

Respond to Customer feedback

DATASTREAM ISSUES MANAGEMENT

BT Wholesale procedure introduced to track and manage customer Datastream raised issues.

BT Wholesale Account Managers will register the Issue on behalf of the customer and provide feedback

Communications to BT Wholesale Account Managers to be completed early December with process formally launched by the 22nd December 2005

DATASTREAM – next steps

www.btwholesale.com

BT will continue to engage with industry via the following processes and fora:

SoR process (via Account Management teams) for Datastream

Consult21 process for Datastream futures

•4th October - Draft Internal Reference Offer (IRO) published to Industry for comments

•14th October – Formal response to Replicability consultation document

•31st October – Industry comments on draft IRO

•22nd December – IRO published to Industry

PPCs - IRO

22 Dec 2005

22 Sept 05

4 – 31 Oct 05

PPCs - Issues Management

•Specific information and examples of how we provide comparable products to ourselves.

•Links to a number of websites and documents which provide significant detail on our internal arrangements

•Ability to provide customers with sufficient information to enable them to raise informed questions and issues should the need arise.

PPCs – next steps

www.btwholesale.com

PPC Product Team will be engaging with Industry & Ofcom in the following forums:

• Quarterly Industry Forums• PPC / Ofcom quarterly Forums

Issues raised at these meetings are discussed, logged and investigated, resulting in a conclusion satisfactory to both parties.

CPS

www.btwholesale.com

• As CPS is not supplied internally there is no need for an IRO.

• BT is however required to address customer issues and this process is well advanced

CPS - Issues already addressed

www.btwholesale.com

What has changed?

• CPSOs now able to place CPS Orders on Saturdays

• CPS Gateway SLAs new targets at 98% (up from 90%)

• BTR now required to follow forecasting regime as documented in the CPS Process Document and forecast CPS “Return to BT” orders

• BTR now charged for CPS “Return to BT” orders

• Complete list of “conflicting products” now on BT Wholesale CPS web page

All the above changes are already in place and being utilised

CPS Issues

www.btwholesale.com

What is planned to change?

• Availability of the NAD to help with “Post Code” mismatch rejectionsThis will be available from December 2005 (this is the address matching service)

• Migration of customers between “Calls Products” and “Calls Providers”, to include a “bulk” capabilityThis enhancement is currently in design and planned for launch April 2006

• CPSOs will have the capability to manage Change Of Address (different number) ordersThis enhancement is currently in design and planned for launch August 2006

CPS

www.btwholesale.com

What is currently being investigated?

•BT is investigating the possibility of giving CPSOs the capability to invoke “Cancel Other” via the CPS GatewayThis requirement is currently subject to a feasibility assessment, due to report in December 2005

•BT and CPS Industry have suggested a review of the “reasons for rejection” of CPS ordersThe Industry have agreed that this activity should be carried once the WLR3 rules have been understood and agreed, expected mid to late 2006

CPS – next steps

www.btwholesale.com

BT will continue to engage with industry via the following Industry forums;

• Ofcom Service Providers Forum - Quarterly• WA and CPS Commercial Group - Monthly • CPS Process Group - Monthly• WA and CPS IT forum - Monthly• CPS Order Desk Managers Meeting - Quarterly

Issues are raised at these meetings and discussed on an Industry wide basis, resulting in the implementation of enhancements to the product and/or system.

Delivering the TSR - systemsColin Windsor

Delivering the TSR - A major systems opportunity…

• Unify the customer experience Customer Experience

21 CN

End to endmonitoring

• Increase the pace to the 21 CN architecture

• Design for an end to end, right first time approach

Platforms

Integrity and Scalability

• Move from product silos to platforms, independent of customer, product and organisation

• Design for scale, test and resilience

... but a major systems programme

CustomerMigration

Develop Infrastructure and Deliver

Retail

2005 2006 2007 2008 2009

• Build systems infrastructure to support the retail customer base

• Re-engineer 200+ processes• Retrain customer centers• Remove access to CSS• Plan for the migration of the 20+ million customers

Wholesale

Openreach

• Build systems infrastructure to provide support to BT and industry to the Openreach products (LLU, WLR, WES/BES)

• Build infrastructure to ensure Openreach can operate as a line of business

• Ensure that systems maximize the synergies in uniting the field force

• Change systems for equivalence• Open up systems to enable Openreach to

trade• Design 21CN future products for

equivalence

• Retrain customer centers• Migrate 20+ million customers• Scale systems

• Scale systems to support industry• Systems separation

Global Equivalence trading of products

TSR Undertakings to end Dec 2006

Undertaking Date Systems ImpactDownstream BT consuming

IPstreamRFS 12/2005, IBMC 12/2006 Medium/High

Address Matching Service 1/1/2006 Low/MediumOpenreach as a separate

accounting entity1/4/2006 Low/Medium

Ipstream consumingSMPF/MPF

RFS 30/06/2006IBMC 31/12/2006

High(medium 21CN impact)

Real-Time Appointingimprovements

1/7/2006Medium

EtherNet (WES/BES) RFS 09/2006, IBMC 03/2007High

(high 21CN impact)

Downstream BT consumingAnalogue WLR for PSTN

RFS 06/2007 (BHAG 12/2006)IBMC 06/2010 (BHAG 06/2009)

Very High(low/Medium 21CN impact)

BTRetail to use SPG fortransfers

1/1/2007 Low

Changes to enable equivalence

• Products now layered.

• Gateways : Volumetrics

• Gateways : Downstream BT to use red side access

• Need to restrict systems - CSS/COSMOSS direct access

• Regulatory Audit – Open and Transparent working

• Field Service processes to change to become fully equivalent

• Equivalent product Service Wraps

• Ofcom also require full physical data separation between Openreach and the rest of BT by end June 2010

• Additionally, Ofcom have set dates for “logical” separation of data

• Full systems separate in Openreach by June 2010

Openreach - Commitments

Delivering Equivalence ArchitectureColin Windsor

Today Non-EoI Simplified Architecture

BT Retail/GS

customers

SMARTSiebel

etc

SPG

FlowstreamCSS

Billing

CSS

SiebelEco-BB

CommsProviders

Flow/CSSGateway

Portal

orchest-ration

Eco-XBTW

Customers

CSSCOSMOSS

Eco-LLUSpace/CSS

ExpedioConverge

e-CRF

ClassicPIP

FastserviceEtc

CPS/NP

BB

SMPF

Vserve

PACS

INSCSS

BPSNCAS

Vserve

PACS

INSCSS

BPSNCAS

MinervaOneSiebel

ECo-X

CosmossCSSEtc

Simplified EOI Architecture Openreach/BTW

GatewayPortal

CommsProvider

BTWEOI

Openreach

IPstream

LLU

WLR

WES

CustomerMngt

(Siebel)

CustomerMngt

(Siebel)

Billing(Geneva)

Billing(Geneva)

ServiceFulfilmentAssurance

etc(Clarify)

ServiceFulfilmentAssurance

etc(Clarify)

Access&

Backhaul

DialogueServices

Gatewayor

Portal

CommsProvider

(inclRetail)

SMPF/MPF

WLR Calls setup

OR Firewall

CustomersCustomers

B2BB2B PortalPortal

Network Inventory

Network Inventory

WorkforceMgmt.

WorkforceMgmt.

Line TestLine Test ServiceInventory

ServiceInventory

Route Mgmt.

Route Mgmt.

Line Qual. Services.

Line Qual. Services. C.R.M.C.R.M.Address

Services

Address Services

AppointingServices

AppointingServices

Diagnostic Services

Diagnostic Services

Trouble Ticketing

Trouble Ticketing

Order Orchestration

Order Orchestration

Monitor Progress

Monitor Progress

Fallout Mgmt

Fallout Mgmt

OR CMCOR CMC

OpenreachTarget Architecture

BillingBilling

WES/BES Fulfilment

WES/BES Fulfilment

WLR Fulfilment

WLR Fulfilment

Number Portability

Number Portability

LLU Fulfilment

LLU Fulfilment

AssuranceAssurance

Dialogue Services

A new approach to working in IT

• Changing delivery culture in BT – Internally Focused to Customer Focused

– From traditional waterfall methods to agile methods

• Customer Focused – Communicate effectively (often and openly)

– Collaboration at all stages

– Transparency on what is happening internally

– Integrated approaches (testing, deployment etc)

– Think Customer e2e

CP - Collaboration Forums

Testing Approach- Identify Lead Operator- Agree success criteria- Develop test cases- Agree environments- Agree Test Plan

Interfaces- Interface Specification- Message Definitions- Error Handling- Error Codes

Processes To Be Processes

Deployment-Agree strategies-Pilot TOR-Trial TOR-Operator Cut-over

Interface (Web Portal)- Online Rules- Look and feel- Prototyping

Collaboration Web Site- documentation - test stubs - known problems - FAQs - feedback process

Delivery Method

• Deliverables will be focused around 90 day cycles

• Each 90 day cycle considers– Requirements

– Development

– Deployment

– In parallel

• Requirements gathered using collaboration forum

• Hot House used to define the How• Directly with the CPs on the How

• Early exposure of functionality and interfaces to CPs

• CPs invited to Hot Houses

• Scope Bank to manage scope

Over Riding Principles

• Equivalence Management Platform – equivalent to all!!!

• Common COTS products supporting all products (Siebel, Clarify, Geneva)

• System which is independent of product, customer and organisation

• Target for straight through processing

• Horizontal scalability

• Resilience and Failover

• Design for Test

• Reference Architectures Available

• Staged Migration for CPs

• 21CN Cognizant

Future Consultation & Governance

Jo Upward

Future Consultation

•We are committed to a series of Consultations

•We want to understand your issues and we want your feedback.

– Product issues – Systems development & integration– Identity, branding & mass market communications– Customer facing processes & behaviours – KPIs (on hard & soft issues)

•Through events, bi-laterals and questions received [email protected].

Consultation Framework & Timeline

Consultation/ Communication

• Channel management

• Events & Customer Meetings

Communication

• Product equivalence

• Customer & Mass market communications

October 2005

Review (of Issues)

• Identify topics for Consultation

• Agree owners

Specific Consultations

• Exchange Space

Consultation (on agreed topics)

Using existing Industry Bodies & new Working Groups where necessary.

Review & Measurement

• Quarterly Review Events

• Focus groups

November 2005

December 2005

January & February

2006

March & April 2006

April 2006

onwards

Working Group Structure & Governance • We plan to utilise:

– existing Industry Groups wherever possible.– existing Openreach or BT Wholesale representatives would continue to represent BT on these industry forums as experts & ‘buddies’.

• We will identify focused topics which we may decide to run dedicated and defined consultation working groups

– new Industry Groups (and buddies) may be required for a defined period.

•We plan to run Quarterly feedback events to update progress – we expect this to start at the end of February

Close

Jo Upward

Your Feedback is important

[email protected]