ppc industry forum, 06 march 2008

PPC Industry Forum, 06 March 2008

Managed Bandwidth Services

BTW Products and Strategy

Disclaimer•BT has taken reasonable care to check that the information contained in the following slides was accurate at time of publication.

•Any price indications or timescales contained within this presentation are estimates for information purposes only and do not constitute any contractual or other obligation.

•In relation to any products/services referred to in this presentation which are currently under development and/or trial, BT gives no undertaking or other commitment that the product/service will be made commercially available

•BT reserves the right to make changes to the information in this presentation at any time without further notice

•Exclusive reliance on the information in this slide pack is at your own risk

Partial Private Circuits



Agenda•Introduction – Pauline Cowie•Review of previous actions – Pauline Cowie/All •Product Development Update – Pauline Cowie/All•Product In Life Update – Pauline Cowie/All

• QoS• Billing• Communications

•AOB – All•Meeting Review – Pauline Cowie•Date of next meeting - All





Action Point Review




Action Point 12/1 (01/12/05) – “BT to investigate the inclusion of eCo Repair in the data quality monitoring on the One Truth Data Base”

Update: Removed from Q4 development schedule and will be reviewed status in Q3 2008.



Action Point 03/11 (01/03/07) – B End Shift – Internal/External Shifts: Cost does not appear to be correct BT to Investigate.

Update: Cost analysis ongoing, internal escalation by Leslie Hurrell-Smith to seek suitable resource to complete commercial modelling.





Action Point 06/05 (07/06/07) – Exchange Closure:

Update: BT is currently working on an exchange closure notification plan, which will include details of post code changes where appropriate and their replacements where applicable



Partial Private CircuitsAction Point 06/09 (07/06/07) – Firm Offer Confirmation (FOC):

BT to provide CPs with the next steps to address the Highband planning problems, which affects BT meeting FOC timescales.

Update: Formal SoR raised with BT Operate as part of the Lead to Cash project. The SoR was submitted 30 Jan 08 with a target response date of 25 April 08 at the latest.




Action Point 06/14 (07/06/07) – Interim Feedback: Industry requests BT provide interim feedback on issues between meetings. BT to ensure published Issues/Action lists are updated when information known and not wait for next forum.

Update: Short term resource obtained to produce this interim feedback and will be distributed by end Feb.



Action Point 18/01 (18/09/07) – Customer Satisfaction:

•Industry request a list of the Customer Satisfaction survey question before being surveyed.

Industry requests the details of their Customer Satisfaction Contact, this should also include details of their CRM and other useful BT Contacts.

Update: During February and March 08 customer satisfaction questionnaires are to include opportunities for customers to comment regardless of CFI scores. BT requires industry to confirm they have been asked to provide comments regardless of whether the scores are low.




Action Point 18/02 (18/09/07) – PPC eCo Rationalisation:

BT to set up workshop with Industry in attendance. Customer Sat rep offers to facilitate.

Update: 4 CPs have been engaged and were positive in their feedback. BT waiting further responses from 2 CPs




Action Point 18/04 (18/09/07) – Online Pricing Tool

Industry requests BT organise a workshop to look at developing the pricing tool regarding identification of capacity at Point of Handovers (PoHs).

Update: Workshop held 04/02/08




Action Point 18/07 (18/09/07) – Communications

BT requests Industry provides BT with details of whom within their organisation should be invited to the PPC Industry Forum. BT Account Teams to collate.

Update: Waiting Industry to confirm they have provided their account teams with their preferred contacts.




Action Point 18/08 (18/09/07) – Excess Construction Charge (ECC)

Industry expressed concern at the increase in ECC charges being raised against PPC new provision and request justification. BT to investigate and feedback.

Update: BT waiting evidence from industry to enable investigation




Action Point 06/01 (06/12/07) – FOCR on B End Shifts:

Industry expressed concerns at not receiving FOCR on B End Shifts. BT to investigate and re-brief CMC where necessary

Update: CMCs re-briefed regarding FOCR on B End shifts. BT requests industry to provide evidence where this is not happening to enable further investigation.





Action Point 06/02 (06/12/07) – 4x2Mbit/s Package:

Industry requests BT provide information on how this new product will be linked into eCO and brief out to Industry.

Update: Product Handbook being updated to be distributed shortly.




Action Point 06/03 (06/12/07) – Additional Package for 5, 6 or 7 circuits:

Verizon Business to provide BT with details of an additional requirement in respect of circuits which fall outside of the 4x2Mbit/s package criteria.

Update: SoR submitted, feasibility of development taking place




Action Point 06/04 (06/12/07) – PPC Additional Charges:

Star Technologies to review with their sales team whether there is a requirement for the PPC Product Team to present to them on PPC pricing

Update: Waiting for Star to submit requirement.




Action Point 06/05 (06/12/07) – QoS – New Install Failures:

BT to further investigate reasons for new install failures attributed to Industry. Industry believes this may be due to “loops” rather than true failures.

Update: Repair representative to attend next Forum to provide guidance. The slide pack has been amended with the correct information.




Action Point 06/06 (06/12/07) – QoS - Stats:

BT to re-do Stats presented to industry as showing some inconsistencies. Slides to be update prior to publication on PPC website.

Update: Slides updated and published on PPC Web site.




Action Point 06/07 (06/12/07) – QoS – FOCR Performance:

Industry requests BT show 2Mbit/s and Highband performances separately and a plan to action for improvement

Update: Performance data to be provided in published QoS stats. 2Mbit/s performance is at a level where no action is required. SoR submitted requesting improvements in Highband performances.




Action Point 06/08 (06/12/07) – ISH Extension:

Industry to review BT’s proposal presented in the “SDH Serving Notes Determination at the Point of Handover (A-End)” and feedback their views by 20 Dec 07.

Update: Workshop held 04/02/08. Agreement reached and recommendations taken away.




Action Point 06/09 (06/12/07) – Out of Hours Repair:

Virgin Media expressed concerns at being advised that out of hours fault repair is on voluntary basis. Industry requests BT investigate, as Enhanced Care is a paid 24hr service. BT to investigate.

Update: Repair representative to attend next forum to discuss issue.




Product Development Update



Partial Private Circuits – Development Road Map

Version 07/11/07e

21 CN Migration –

TDM

TBA

21 CN Migration – sub 2mbit/s

TBA

PPC RPC to PPC Managed Conversion

Process Launched

PPC RPC to PPC Managed Conversion

Process Launched

9th October 07

PPC Annual Price Control

PPC Annual Price Control

22nd January 08

By 2014 Q3 Oct – Dec 05 Q4 Jan – Mar 06 Q1 Apr-June 06 Q2 July - Sept 06Q3 Oct – Dec 07 Q4 Jan – Mar 07 Q1 Apr – Jun 08 Q3 Oct – Dec 08Q2 Jul – Sep 08

PPC ‘Tungston’ Product LaunchPPC ‘Tungston’ Product Launch

April 08 TBC

E-Connect Product Launch

E-Connect Product Launch

Suspended

PPC 4x2Mbit/sPackage

Launch

PPC 4x2Mbit/sPackage

Launch

19th October 07

Migration of PPC billing to the Geneva

platform

Migration of PPC billing to the Geneva

platform

PPC Handover Requirements

PPC Handover Requirements

November 07

PPC Contract ReviewPPC Contract Review

CompletionMarch 08

TBC

PPC Equipment Cancellation Charges

PPC Equipment Cancellation Charges

March 08

ISH Extension Prices

ISH Extension Prices

22nd January 08

PPC B End Shift Charges

PPC B End Shift Charges

1st April 08

Reduction in PPC Lead Times

Reduction in PPC Lead Times

PPC Priority RepairPPC Priority Repair

155Mbit/s Price Review

155Mbit/s Price Review

Q2 08 TBC

Q2 08 TBC

Q2 08 TBC

PPC Geographic Pricing

PPC Geographic Pricing

Q2 08 TBC

PPC Highband FOCR Improvements

PPC Highband FOCR Improvements

PPC Fibre & Copper Availability

PPC Fibre & Copper Availability

Q2 08 TBC

Q2 08 TBC

8x2Mbit/s Commercial Offering


Q3 08 TBC



PPC SoR Details SoR Description SoR

ReceivedOwner

10289 High Bandwidth "Bronze" PPC services

Change to the existing high bandwidth PPC services 34/45 and 155 service. Remove the second fibre access feed this will potential improve the leadtime and also reduce the final cost to the customer. This will be a “new” alternative service; the existing high bandwidth product will be retained. The main driver for this service is that it will be cheaper and also quicker to deliver alleviating the problems with the second fibre delays etc. The second reason for the development is that BTW could potentially provide two accesses with separation between products/circuits for customers. At this moment in time CP’s are using different supplies to build in this protection as they build up/out their own networks. If we could also offer 2 diverse fed highband megastream with some type of managed separation between each circuit/path (access and core). This may be of additional interest?

10247 RBS & PPC Cancellation Charges

CP has requested that BT review the PPC & RBS equipment cancellation charges as they believe they are unfair.Cancellation charges are currently charged as a percentage of kit cost, regardless of whether that kit is deployed or not, and the kit can then be reused by BT. These cancellation charges apply to both PPCs and RBS.

03/05/07 Tim Nolan

10425 Geographic 2Mb PPC prices for "CLZ-like" zones in major cities

2Mb PPC prices are currently only differentiated into National and CLZ. This SoR is requesting lower prices in "business areas" (similar to CLZ in London) of major cities e.g. Birmingham, Manchester, Merseyside area, West London/Heathrow

area, Watford, Leeds/Bradford area, Croydon area and Bristol

25/10/07 Pauline Cowie



PPC SoR Details continued

10481 PPC Customers' High Priority Service Enhancement Requirements

PPC customers have stated that improvements to PPC lead times and repair times are of a high priority to them. The PPC provision process currently allows customers to order a proportion of their circuits with reduced lead times. Customers have asked for the number of circuits which they can order in this way to be increased and for the reduced lead times to be 'guaranteed'. They have also asked for an option to nominate key PPC sites/circuits which will attract improved repair timescales.

28/01/08 Pauline Cowie

10492 Highband FOCR Improvement

34Mbit/s to 155Mbit/s PPCs, Ofcom delivery date, costs and delivery medium currently has to be provided by BT by day 8. This target is rarely met. The requirement is usually achieved at day 20/21. This is considered far too long and the performance has been worsening. Ofcom and PPC Industry require BT to improve on this significantly on requirement. PPC Industry is willing to support a reasonable day when the requirement delivered. The initial indication is that day 10 will be the best and day 15 the least acceptable delivery date on the requirement.

30/01/08 Stephen Olugbode

10493 Spare Fibre and Copper Availability

PPC customers are unable to place orders with BT until they have confirmed whether excess construction charges will be applicable. This takes between 5 days for wideband/narrowband circuits and 21 days for Highband circuits. Where spare fibre or copper is available at the customer site, excess construction charges will not be applicable. Upfront access to availability information will enable our customers make informed decisions to place orders with BT and improve the our ability to generate revenues much earlier.

30/01/08 Stephen Olugbode


A PPC 4x2Mbit/s pricing structure was launched on 19th October 2007. PPC customers have asked for a similar commercial offering for 8x2Mbit/s.

Pauline Cowie




Product In-Life Update•QoS

•Billing

•Communications



QoS

QoS Performance - Reporting Update

•Q3 Aggregated Report published on website

•Q3 CP reports distributed

•Retail Comparison available on CDD, CRD and Repair

PPC/Retail Comparison Q3

•CDD Retail 97.15% PPC 97.98%

•Repair Retail 85.65% PPC 90.38%



QoSPPC CDD Performance

0

20

40

60

80

100

120

Nov-0

6

Dec-0

6

Jan-

07

Feb-0

7

Mar

-07

Apr-0

7

May

-07

Jun-

07

Jul-0

7

Aug-0

7

Sep-0

7

Oct-

07

Nov-0

7

Dec-0

7

Month

Per

form

ance Narrow band

Highband

Wideband



QoS

New Install chart

0

500

1000

1500

2000

2500

3000

3500

4000

4500

5000

Janu

ary

to

Ma

rch

20

06

Apr

il to

Jun

e 20

06Ju

ly to

Sep

tem

ber

2006

Oct

obe

r to

Dec

embe

r 20

06

Janu

ary

to

Ma

rch

20

07

Apr

il to

Jun

e 20

07Ju

ly to

Sep

tem

ber

2007

Oct

obe

r to

Dec

embe

r 20

07

Months

New

in

stal

l p

op

ula

tio

n/f

ault

s

0

10

20

30

40

50

60

70

80

90

% n

ew i

nst

all

fau

lts New install fault

populationNew install faults

% New install faultsdue to BT% New install faultsdue to customer



QoSQoS Performance – Q3 - Highlights

•Circuit CDD performance remains high at 97.78% and compares favourably with last quarter's performance of 97.17%.•(CPs) CDD performance at 97.78% continues to compare favourably with Retail CDD performance of 97.15%.•Overall, the percentage of orders exceeding FOCR excluding Stop the Clock delays is 16.53% (570 of 3449 orders). For 2M RP circuits the equivalent FOCR percentage excluding Stop the clock delays is 8.07% (44 of 545 orders) and for 2M RRP circuits, the equivalent FOCR percentage excluding is 11% (237 of 2147 orders).•The number of RRP orders meeting CRD increased significantly to 71.38% against 65.33% in the last quarter.

•Retail performance (85.65%) continues to track lower than PPC repair performance (90.38%)•The average out of hours continues to be below 5 hours at 2.52 hours against 2.79 hours in the last quarter.•The number of faults in the quarter decreased to 8458 from 8977 in the last quarter.•The fault rate reduced to 0.41 from 0.44 in the last quarter.



QoS•QoS Performance – Q3 - Lowlights

•The number of Stop the Clock instances increased to 1690 from 1469 in the last quarter. This is against a decrease in the supply volume of 3475 from 3523 in the last quarter. •95% of the Stop the Clock instances are due to the Third party customer. A large proportion of the delays are due to site access issues or the site not being prepared and ready or requests to delay order progression.

•Due to late closure of a few response time flags, the response time is extremely high on some bandwidths. This was due to human error. This is being addressed within BT through training.•BT experienced several serious network incidents cause by third parties. Over a dozen higher order cables were damaged and adversely affected BT's ability to fix affected circuits.



Billing



Partial Private CircuitsMonthly Billing commenced 1st January 08, most PPC customers have moved from quarterly to monthly billing



PPC Migration to GenIUS:

Billing Migration of PPC inventory takes place during March, managed in three phases with one day data freeze for each phase.

Phase 1 – 8th & 9th March with one day data freeze on 6th March.

Phase 2 – 10th & 11 March with one day data freeze on 12th March.

Phase 3 – 21st 22nd 23rd & 24th March with one day data freeze on 19th March.

•The data freeze affects new orders only, no orders will be raised on BT internal order management system (COSMOSS).

•CPs can input requests via eCo, electronic PPCRF or standard PPCRF as normal .

•In-flight orders will be managed as usual with updates provided business as usual.

Billing to continue on PCNBS until 1st July 2008 when Wholesale GenIUS will become the new billing system.




Communications:Service Outage on Wholesale.com•Service Suspended from: 00.00hrs Sunday 30th March 2008

•Service Restored to Fault Diagnostics only: 06.00hrs Sunday 30th March 2008

•Service Fully Restored: 10:00hrs Sunday 30th March 2008

During this time, access to btwholesale.com and all associated applications will be unavailable,

Pricing Notifications:

•ACCN 822 to 824 - Partial Private Circuits Price Review - effective 30th January 2008

•ACCN 827 to 831 - Excess Construction Charges - effective 1st February 2008





Briefings:

079/08 – Outcome of Partial Private Circuits (PPCs) Contract Review – 07/02/08

086/08 – Billing Migration – Data Freeze – 27/03/08

087/08 - PPC Migration and Managed Conversion Data Freeze – 29/03/08




Forum Review



A.O.B

Next Meeting Scheduled

12th June 2008

BTC, Business Showcase


ppc industry forum, 06 march 2008

Documents