WBA Operations Manual - NBN Co...other person) as representing NBN Co’s final position on the...

© NBN Co Limited 20111

Disclaimer

This document sets out NBN Co’s proposals in respect of certain aspects of the National Broadband Network. The contents of this document represent

NBN Co’s current position on the subject matter of this document. The contents of this document should not be relied upon by our stakeholders (or any

other person) as representing NBN Co’s final position on the subject matter of this document, except where stated otherwise. NBN Co’s position on the

subject matter of this document may also be impacted by legislative and regulatory developments in respect of the National Broadband Network.

All prices shown in this document are exclusive of any GST. © NBN Co Limited 2011

Network Operations and the Operations Manual

Introduction

Steve Christian

Head of Network Operations and Systems


Disclaimer






WBA Operations Manual

Introduction and General Modules

Rick Bayley

GM Strategy & Support


Structure & Content

Modules

1. Introduction

2. On-boarding

3. Activation

4. Assurance

5. Billing

6. Service Portal

7. Reporting

Appendix

Dictionary


Pathway to Future Mode of Operation

Start

Customer

Trial

2011

Q1 Q2 Q3 Q4

Interim

Satellite

RFS

Greenfields

RFS

Ready for First

Commercial Service

Wireless

RFS

Ready for

Market

2012

Q1 Q2 Q3 Q4

P1

P4P3

P2

S4S3

S2S1

S5


Ops Manual Evolution

Publication

Customer Feedback

Feedback Review

NBN Co Update

Ops Manual Change

Notification

30 Business Days

Systems

& Process

Changes


Onboarding


Billing

Invoicing DisputesPayment Enquiries

• Billing period 4th to 3rd

• Issue timing + 10 days

• Delivery

• Options

• Remittance

• Records

• Overdue

• Authorised Contacts

• Escalation

• Raising

• Resolving

• Escalation

• Settlement


Service Portal

Function Action by Customer

Action by NBN Co

Activation

Ordering (including connect, modify and disconnect) of Access Components and Connectivity Components

Yes No

Viewing and scheduling appointments for Installations Yes Yes

Viewing, searching, filtering and exporting submitted orders Yes Yes

Editing orders No Yes

Adding comments to orders Yes Yes

Changing the order status No Yes

Adding Service IDs No Yes

Assurance

Submitting Trouble Tickets Yes Yes

Viewing and scheduling appointments Yes Yes

Viewing, searching, filtering, and exporting Trouble Tickets Yes Yes

Editing Trouble Tickets No Yes

Adding comments to Trouble Tickets Yes Yes

Changing Trouble Ticket status No Yes


Appendices & Reporting

Appendix A – Common Identifiers1. Location LOC000033782101

2. Product Instance PRI342710029254

3. Service ID CVC674687487855; AVC002901145273

4. Appointment ID APP000216237702

5. Order ID ORD002398992452

6. Trouble Ticket ID INC428229988982; CRQ000048377434

Reporting1. Service Levels

2. Ad Hoc Reports

3. Annual Reporting Review


Disclaimer






Activations Webcast Slides

John King


Planning and Forecasting

NBN Area

Rollout

Plan

RFS3

Years

12 Months 3 Months

NBN Region

Forecast

NBN Region

Detailed

Address Plan

NBN Region is

Ready For Service

Cust. region

forecastCust. detailed

forecast

Customers

place orders

NBN Co will regularly make available network deployment forecasts to

assist customer planning.

Customers will be required to provide their demand forecasts to enable

NBN Co to optimise installation resources.


Infrastructure and Access Orders

Access Component orders will be

required to connect End Users to

the NBN. The manual will set out

how to place orders.

Infrastructure Orders will be

required to connect regions or

FSAMS prior to placing orders

for Access Components. The

manual will define how to place

orders timing and requirements.


Ordering Lifecycle

Each order type goes through

this lifecycle


Appointments and Installation

The manual will explain how Customers can schedule appointments with

their End Users for installation of NBN Co Equipment.

Installation section of the manual will look at the requirements for

Installation and how Non-standard Installations will be managed.

Aerial installation for example only


Disclaimer






Service Assurance Module

Kevin Saunders

GM Service Assurance


Assuring the National Broadband Network

Assuring the NBN Network

Customer Relationship Management

Service Operations

Fault & Problem

Management

NBN Network

Maintenance Accept built network into Operations

Business Continuity

Field Operations


Assurance Process Overview

Service Assurance

Trouble Ticket Management

Raise Trouble Ticket

Query Trouble Ticket

Resolve Trouble Ticket

Close Trouble Ticket

Escalate Trouble Ticket

Cancel Trouble Ticket

Network Maintenance Notification

Notify NBN Maintenance Query NBN Maintenance

Communications

Customer Enquiry


Assurance & Diagnostics

When contacting NBN Co

• Your Contact details

• Service ID

• Status & symptomsN

BN

Co

Acce

ss S

ee

ke

r

Incident Identified

by End User

Confirm

Appointment &

Trouble Ticket

Identify Incident

and Raise Trouble

Ticket

RAIAS-1

Verify AppointmentValid

Appointment

Cancel

Appointment

Invalid Appointment

RAIAS-2

Update information

Trouble Ticket

Raised

Incident Identified

by Access Seeker

Run Initial

Diagnosis

Appointment

Not Required

Book Appointment

Appointment

Required

Incident Identified

by Planned Change

Receive

Confirmation

RAIAS-3


NBN Co Maintenance Notification

• Notify the Customer of an NBN Maintenance event which

will impact the service

• Interactions between NBN Co and the Customer to request

and/or clarify information of any NBN Maintenance

• Unplanned Service affecting Faults – Customers will be

notified via the NBN Co Service Portal.


Service Assurance Contact & Escalation

A contact and escalation matrix will be provided during On-Boarding

Contact Escalation (including escalation points of contact) are listed in the

“Contact Matrix”:

• Contact Points – “Access Seeker Operations Contact Methods” tab

• Escalation Points - “Access Seeker Operations Escalation Matrix” tab

WBA Operations Manual - NBN Co...other person) as representing NBN Co’s final position on the...

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