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PPC Industry Forum, 12 June 2008

PPC Industry Forum, 12 June 2008. Partial Private Circuits. Disclaimer BT has taken reasonable care to check that the information contained in the following slides was accurate at time of publication.

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PPC Industry Forum, 12 June 2008

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  1. PPC Industry Forum, 12 June 2008

  2. Partial Private Circuits • 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

  3. Partial Private Circuits • Agenda • Introduction – Pauline Cowie • Openreach TDM Backhaul - Ian Boothman • Review of previous actions – Pauline Cowie/All • Product Development Update – Pauline Cowie/All • Product In Life Update – Pauline Cowie/All • QoS • Billing • Communications • Contract Review • AOB – All • Meeting Review – Pauline Cowie • Date of next meeting - All

  4. Partial Private Circuits Action Point Review

  5. Partial Private Circuits 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: John Lee (C&W) confirmed this action is no longer a required.

  6. Partial Private Circuits • Action Point 03/11 (01/03/07) – B End Shift – Internal/External Shifts: Cost does not appear to be correct BT to Investigate. • Update: Ongoing – PPC customers canvassed re their preference for this charge to be fixed or Time Related Charge (TRC). Majority response requested a fixed charge.

  7. Partial Private Circuits • 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. Update: Exchange notification will be sent to customer directly affected by the migration and followed up by regular updates and negotiation for downtime as required. Full update will be published on the btwholesale.com website.

  8. Partial Private Circuits • Action 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: Scoping workshop held 29th May 08 to decide whether a feasibility is required.

  9. Partial Private Circuits • 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: The Customer Satisfaction Programme has been completely revised for 08/09. There are now four functional surveys, Relationship, Products, Service and Billing. Contact will be asked which is the most appropriate survey for their role i.e. a contact that works in the customers Billing department will get asked the Billing survey etc.

  10. Partial Private Circuits • 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: Account Teams consulted and contacts provided and added to Forum’s invitation list.

  11. Partial Private Circuits • 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: Revised Product Handbook distributed to PPC customers for feedback in May. No feedback received. 4x2Mbit/s via eCO is detailed in section 1.8

  12. Partial Private Circuits • 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: Project (8x2Mbit/s) is in development with commercials and financials being worked on. This action is closed as this requirement is now part of the PPC Development roadmap and updates will be provided during the development overview section.

  13. Partial Private Circuits • 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: Presentation to be sent to Star for use with their sales teams.

  14. Partial Private Circuits • 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: FOCR improvements is currently a project where BTW, BT Operate and Openreach are working together to improve FOC responses. Will be shown separately in the QoS updates.

  15. Partial Private Circuits • 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: Bi-laterals have started and circuits re-aligned with customer agreement.

  16. Partial Private Circuits • 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: Harry Hartley (Virgin Media) confirmed dialogue took place between BT & VM in respect of this resource issue. There were no further concerns raised and is closed in respect of the requirement for VM to provide further evidence. However, the overall action remains ongoing.

  17. Partial Private Circuits • Action Point 03/01 (06/03/08) – PPC Equipment Cancellation Charges: • Industry queried PPC Equipment Cancellation charges. How does cancellation charges apply? BT to provide CPs with more information. • Update: Cancellation charges workshop held 19th May 08.

  18. Partial Private Circuits • Action Point 03/02 (06/03/08) – Rapid Restore and Diagnostic Alarms: • Industry would like to see these added to development roadmap at next forum. • Update: Rapid Restore and Diagnostic Alarms now added to the PPC Development Roadmap.

  19. Partial Private Circuits • Action Point 03/04 (06/03/08) – PPC Tungsten: • Industry to provide requirement for this product. BT to investigate the possibility of introducing staged delivery as Industry considers this to be an interim offer. • Update: PPC Tungsten is a project on the PPC Development Roadmap and further updates will be provided during the product development overview.

  20. Partial Private Circuits • Action Point 03/06 (06/03/08) – Openreach TDM Backhaul Access: • Industry requests the attendance of an Openreach TDM Backhaul rep to the next forum. • Update: Openreach rep invited.

  21. Partial Private Circuits • Action Point 03/07 (06/03/08) – QoS Stats & Graphs: • Due to inaccuracies in the presented graphs and stats, Industry requests BT carryout quality checks on all graphs and stats before presenting at the forum. Industry would like to see more details on the graphs i.e. what the faults are and the number of faults. • Update: Slides to be checked and updated as required.

  22. Partial Private Circuits • Action Point 03/08 (06/03/08) – QoS Highlights/Lowlights: • Industry requests simplification of the highlight/lowlight slides, current versions too busy. • Update: June forum slides updated as requested.

  23. Partial Private Circuits • Action Point 03/09 (06/03/08) – RRP Performance Measures: • Industry requests the inclusion of RRP performance which is below 70% in future reports. • Update: Requirement is under investigation.

  24. Partial Private Circuits • Action Point 03/11 (06/03/08) – Radio Delivery: • Industry would like Radio delivery to be a requested option in the PPC order process and requests formal notification giving reasons why Radio cannot be a requested option. • Update: This requirement is under investigation.

  25. Partial Private Circuits • Action Point 03/12 (06/03/08) – Online Pricing Tool: • Industry request BT provide feedback on the Online Pricing Tool deliverables. • Update: BT to provide Industry with details of future developments.

  26. Partial Private Circuits Product Development Update

  27. PPC Development Roadmap Q1 Apr – Jun 08 Q2 Jul – Sep 08 Q3 Oct – Dec 08 Q4 Oct – Dec 08 By 2014 Q4 Jan – Mar 07 Q3 Oct – Dec 05 Q4 Jan – Mar 06 ISH Extension Prices 8x2Mbit/s Commercial Offering Q3 08 TBC 22nd January 08 PPC Annual Price Control PPC Charge Control Review PPC B End Shift Charges Q2/Q3 08 TBC 22nd January 08 PPC Priority Repair Rapid Restore Trial late Q2 early Q3 E-Connect Product Launch TBC PPC ‘Tungston’ Product Launch Start of next PPC Contract Review PPC Contract Review Q2 08 TBC Q2/Q3 08 TBC Suspended Completion March 08 Re-Use of 3rd Party Equipment Spare Capacity PPC Geographic Pricing TBC TBC PPC Equipment Cancellation Charges Diagnostic Alarms Q2 08 TBC Q2 08 TBC 31 March 08 TBC PPC Fibre & Copper Availability Q2 08 TBC PPC Highband FOCR Improvements Q2 08 TBC 21 CN Migration – TDM Migration of PPC billing to the Geneva platform 155Mbit/s Price Review Q2 08 TBC TBA 1st July 08 Reduction in PPC Lead Times 21 CN Migration – sub 2mbit/s Q2 08 TBC TBA Version 07/11/07e

  28. PPC SoR Details

  29. PPC SoR Details continued

  30. Partial Private Circuits Product In-Life Update • QoS • Billing • Communications • Contract Review

  31. QoS • QoS Performance - Reporting Update • Q4 Aggregated Report published on website • Q4 CP reports distributed • Retail Comparison available on CDD, CRD and Repair • PPC/Retail Comparison Q4 • CDD Retail 97.99 % PPC 98.71% • Repair Retail 84.95% PPC 90.30%

  32. QoS

  33. QoS

  34. QoS • QoS Performance – Q4 – Overview • Provision • PPC CDD performance:- 98.71% (Q4), 0.07% on Q3; Retail 97.99% (Q4) • FOCR overall success including STC:- 76.33% (Q4), 0.68% on Q3 • 2M FOCR success excluding STC:- 82.82% • 34 to 155M FOCR success excluding STC:- 71.6% • RRP CRD:- 65.33%(Q2) 71.38% (Q3), 75.88 (Q4) • RRP 70% :- Target ; CRD • 320 – 960K 45.37%; 80.56% • 2M 46.20%; 75.92% • 34M 53.13%; 65.63% • 45M 50.00%; 83.33% • Highband FOCR continues to under achieve • 2M FOCA completion declines. RP:- 9 days (Q3), 11days (Q4) • RRP:- 5 days (Q3), 8 days (Q4)

  35. QoS • QoS Performance – Q4 - Overview • Repair • PPC Repair 5 hour performance:- 90.30% (Q4); 0.08% on Q3; Retail 85.65% • Average out of hours:- 2.61 hours • Number of faults:- 8977 (Q2), 8458 (Q3), 7966 (Q4) • Fault rate:- 0.44 (Q2), 0.41(Q3), 0.38 (Q4) • New install faults:- 77% of 213 faults due to 3rd Party Customer • Serious network incidents caused by 3rd party cable breaks and burglary/vandalism

  36. Billing

  37. Partial Private Circuits • PPC Contract Review • Reviewed Contracts out with Industry for sign off • 3 CPs signed to date • New review window opened 1st April and due to close 30th June 08. • Issues to be submitted to jeneva.hibbert@bt.com

  38. Partial Private Circuits • Communications: • Latest performance report published on PPC Reference Offer website. • , • Pricing Notifications: • None

  39. Partial Private Circuits • Forum Review

  40. Partial Private Circuits A.O.B Next Meeting Scheduled 7th September 2008 BTC, Business Showcase

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