BT & Openreach Implementing the TSR Undertakings
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Transcript of BT & Openreach Implementing the TSR Undertakings
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