crm

customer relationship management

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The information contained in this presentation is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access.

The content is accurate at the time of writing and is subject to change.

BT Wholesale Planned Engineering Works (PEW) 90 day overview – July to October 2011.

BTW 2011 Network Changes – 3 month rolling plan

• Whilst BTW has continually worked to enhance its network, we are currently undergoing an exceptional level of change driven by four main drivers:-

– Stability – to improve the reliability of the network, BTW is targeting certain network elements with hardware and software improvements.

– Capacity – the need for additional capacity is driven by an increase in the number of broadband users on the 21C network (through migration from 20C and growth) and also by the ever-increasing bandwidth demands of those users.

– Resilience –to improve the resilience of the network , BTW is actively removing single points of failure from the network

– New Functionality – to meet the needs of the market BTW needs to enhance its network to deliver the services its customers require. There is a current focus on efficient content delivery that will be offered through the Wholesale Content Connect product.

• This presentation outlines the key upgrade programmes, their drivers, customer impact and the number of upgrades per programme per week.

• BTW is keen to deliver all the required improvements as quickly as possible whilst actively managing the risk to customers. For this reason a range of run-rates against each programme has been outlined. The actual run-rates achieved will be determined by this ongoing live analysis of risk.

• Customer outage times for the PEWs start between 00:01 and 02:00 with the aim of completing customer impacting work by 04:00. This allows 2 hours for roll-back should the PEW be unsuccessful.

• Business as usual capacity upgrades and upgrades to resilient structures have not been listed here.

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20C Upgrades

Key:-Outage is defined as full loss of service

Planned month for upgrades

Contingency month for upgrades – 20% likelihood

Contingency month for upgrades – 50% likelihood

See diagram on slides 8&9 for network location

High Impact Programme

Programme Complete

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3

#

1420C BRAS code – This upgrade introduces revised code to improve the stability of the ESR BRAS

20C DSLAM – To manage additional capacity demands, new lines cards will be provisioned in existing DSLAM’s

21C Upgrades

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6

SVLAN moves - these moves offload SVLAN’s (bundles of Broadband traffic) from one BRAS to another. This is carried out to alleviate capacity issues mplet

FER MCLAG & Virtual Switch – two separate upgrades that together improve capacity and resilience of WBMC shared

21C BRAS (Ericsson) Required to complete the capacity enhancement as a follow on from the code and card programme – 151 Core Migrations and 151 8G Throughput Upgrades

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Access MCLAG – removes single point of failure between MSAN (mostly Fibre MSAN which could aggregate several Copper MSAN’s) and Metro Node to improve overall availability

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MPLS Core Router Upgrades required as existing software is soon to become “End of Life”. Phase 1 commenced no customer impact. Phase 2 due to commence Dec 11.

21C Upgrades

7750 Minor code upgrade – Required to improve software stability – Starts 21/06/11

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The ADVA Chassis Code Upgrade is required to provide greater stability

Copper MSAN Upgrade (2nd Vendor) – this is a code upgrade to enable TV Connect Services

Broadband Edge Aggregator Card Upgrade - this change provides a new port card to increase the current capacity capability

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15

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18 Broadband Edge Aggregator IOS Code Upgrade required as existing code is End of Life.

19 Copper MSAN Upgrade – this is a code upgrade to fix existing stability issues

Completed 20C Upgrades

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1

Completed 21C Upgrades

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5

3

8

10

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Re-planned PEWs

• The level of network change that BTW is driving through inevitably leads to a need to re-plan a number of PEWs.

• The reasons for these re-plans include:- unforeseen technical issues specific to (or indirectly impacting) that programme, re-prioritisation of work, insufficient time to complete all work on the night and operational decisions.

• BTW have made some improvements to the management of re-planned PEWs and where possible will seek to avoid using Emergency PEWs for this re-planned work. In some cases re-planned work will need to be carried out with less notice.

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Broadband Services on 21CN

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3 4

5

6

7

88

8

8199

9

11

11

13

13

13

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1517

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21CN Core

EEA/EES

EEA/EES

EEA/EES

F

EEA/EES

KeyETHC Ethernet Circuit

ETHA Ethernet Access (Fibre/Copper)

7750 Edge Router

EFM Router

Customer / CP Site

Ethernet Service on 21CN

EEA/EES

F

EFM

EFM

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12

8

8

8

13

13

13

13

ADVA Chassis

ADVA Chassis

ADVA Chassis

ADVA Chassis

ADVA Chassis 16

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16

16

16

Descriptions

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Management of risk

• In addition to the standard risk mitigation that would be in place for any network upgrade project, BT is applying additional rigour as outlined below:-– Co-ordination of PEW activities to avoid co-incident clashes with other

network and systems changes.– Geographical rollout to focus Field Engineering resource and spares for 72

hour post-PEW support following higher-risk PEWs– Daily calls to sanction all PEW activity for following night based on latest

available information– Separate Go / No go calls for all key upgrades – On-the-night efficiencies to reduce risk of failures and overruns.– Combinations of co-incident BRAS upgrades scheduled to minimise impact on

RADIUS servers– Additional resource being mentored to widen the skill sets and spread

available hands– Review of previous night’s PEWs with full root-cause analysis of issues and

over-runs and mitigations put in place to minimise re-occurrences

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