assurance and riskview

Robert CruickshankCEO, [email protected]

Assurance and RiskView

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

detailsThe 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 and creates additional Work Order

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.)

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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Assurance Quad-Play Sales Goal

▪ MSOs without ARRIS Assurance- Sell all-four Quad-Play solutions

▪ MSOs with some ARRIS Assurance- Sell missing Quad-Play solutions

▪ Sell best fit solution(s) to meet MSO needs- Set stage for additional sales of missing Quad-Play solutions

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Selling the Message

▪ Get Familiar with Assurance Quad-Play & RiskView’s role- www.rev2.com/arris-resources/ : Videos, Info Sheets, Case Studies

▪ Assess MSO Assurance Need- Does MSO have Assurance Products: SAA, EA, WA, Others?

▪ Have Enrollment Conversation to Gauge MSO Interest- Goal: Selling opportunity via:

• 1) Webinar, 2) in-house Demo, or 3) other next steps

▪ Follow-up with Sales Package based on MSO Assurance Needs

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http://www.rev2.com/arris-resources

• 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 RiskView7

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 time8

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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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RiskView Problem Identification by… Geography

Outliers represent most material risks.

Case Study: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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Case Study:RiskView Value

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Breaking through the OSS event correlation barrier by rationalizing existing tools/reports to identify/track issues

• Issues that are small and intermittent and below real-time thresholds are found by RiskView, but …

• BAU may not detect right away • Add up in cost over time • Get worse and become larger

• Issues - even after fixes - remain problematic and costly

• Key Finding: Voluntary Disconnects increase with prolonged elevated Financial Cost transactions (Calls, TCs, ECs)

• Goal: Rapidly identify and resolve issues in order to eliminate transactions that ultimately lead to Disconnects

Because undetected issues often last for days, the result is a “snowballing” effect

Case Study:Savings Using RiskView

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• Opportunity to derive savings using RiskView is the result of analyzing Ops data against benchmarks developed in the RiskView Database. For example, Why does this node/serving group have:

• An above average number of disconnects? • So many repeat trouble calls? • So many TC’s?

• RiskView provides the data as well as the benchmarks to surface issues

• Once a problem is identified and fixed, then the reduction of TC’s, calls, etc. to a normal figure can be counted as savings

• Reduced TC’s can be valued at the contract labor rate; likewise the reduction in calls can be valued as before

• Any costs to fix problems can be subtracted from savings • This type of savings analysis can be done as RiskView is being used on a day-to-

day basis and actual Preventative Actions are being initiated by RiskView • In the trial period, we simulated the above with feedback from MSO.

In order to be more conservative, analysis is now done: • After removing the effects of ‘outages’ • Only considering Connectivity Phone Calls, TC’s, and EC’s • Using sensitivity analysis to look at different savings rates

Cost of Issues: Undetected by BAU but found by RiskView

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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 Analytics15

assurance and riskview

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