B2B Phase 2 – ILM Historic Data

(Field Operative Efficiency & Effective Report)

Mick Williams/Jim Jackson

16th September 2013

Introduction

B2B Phase 1 - Bi Weekly Dashboard - Daily Dashboard

B2B Phase 2 – Field Operative Efficiency & Effective Report

(Historic GPS Data Reports) - Bi Weekly Dashboard

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Field Operative Efficiency & Effective Report

• The primary purpose of GPS data is to capture, measure and improve service delivery metrics to enable us to improve our efficiency and effectiveness across our end to end Field Services operations. By creating an efficient organisation, carrying out work more effectively, this will allow for the further insourcing of 3 rd party work.

• Access to driver data is protected under the Data Protection Act and will be restricted to FLM’s and individual team members who will only have access to their own data. Data will be updated on a daily basis and will also be available retrospectively to the individual and his line manager.

• Commencement of National roll-out began from the 2nd September 2013, with the official launch on the 11th September.

• A Code of Practice has been produced which is intended to provide all parties with a clear straightforward

understanding of the underlying principles for the ways in which the data produced by GPS will be captured, managed and utilised in accordance with industry best practice and the law and also to identify the kind of behaviours required and expected of all parties in the operation of GPS Data Reports and other associated people management processes. The Code of Practice has been agreed with the CWU.

Key Benefits

The introduction of GPS data will: Capture and measure improved service delivery data.

Optimise work allocation and capacity planning to improve customer service.

Enhance personal safety and emergency responses for team member.

Objectively identify optimum travel patterns and help us to eradicate any unnecessary travel.

Support us in ensuring that we remain aligned to industry best practice and remain ahead of competitors in our chosen markets.

Contribute to the creation of a high performance culture that is underpinned by an open, transparent and supportive performance management process.

Drive improvement in accurate booking practices by our people, ensuring information is more accurate and reliable to support meaningful and supportive performance discussions. Ensure more efficient utilisation of fleet vehicles and reduce our carbon footprint.

Help to create wider efficiencies, bandwidth for insourcing opportunities and drive down costs.

© British Telecommunications plc

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Why is AM GAP/Mobilisation Important?

Day 1 An engineer’s working day where he had been mobilised late.

30 mins Late Start

Lunch Travel TimeTravel Time On Site Time On Site Time End of Day Non Productive Time as not enough time to complete extra task

PAH Time

PAH Time

On Site TimeTravel TimeLunchTravel TimeTravel Time On Site Time On Site TimePAH Time

PAH Time

Day 2 What could happen if that engineer had been mobilised on time.

On this day the engineer had time to complete aThird Task. In the Day 1 example this task could have been a RFT Failure or the Controller could have had to go through many escalations to resource this job out of hours, not good for the customer, the controller or the engineer