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FairPoint Wholesale User Forum

FairPoint Wholesale User Forum. John Berard, Director Wholesale Customer Relations. November 29, 2007. ‘Agenda and 2008 User Forum Schedule’. November 29, 2007 Portland, Maine. Portland, Maine. Agenda - Morning.

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FairPoint Wholesale User Forum

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  1. FairPoint Wholesale User Forum John Berard, Director Wholesale Customer Relations November 29, 2007 ‘Agenda and 2008 User Forum Schedule’ November 29, 2007 Portland, Maine Portland, Maine

  2. Agenda - Morning • 8:00 AM Introductions (Presenters with Bio's) (Cover Agenda for the Day) Forum Schedule for 2008 -- John Berard • 9:00 AM Current Org Chart of Wholesale Organization (Who's Who) --- Michelle Hymson • 9:45 AM Break • 10:00 AM FairPoints Wholesale Product Line Management--- Bill Meehan • 11:00 AM Repair and Maintenance Overview --- John Smee • 11:30 AM Lunch

  3. Agenda – Afternoon & Evening • 1:00 PM WISOR Demo Rich Murtha • 2:15 PM Break • 2:30PM - Wholesale OSS Test Plan and Certification Process • 3:15PM – FairPoint Wholesale Website & Training Schedule • 3:30 PM Question and Answer Period (Wholesale Team Panel - John Berard to MC/Filtering Questions) • 4:00 PM Closing (15 min) • 5PM to 7PM Hors d’oeuvres and cocktails

  4. 2008 Wholesale User Forum Schedule • FairPoint proposes that the User Forum take place once a Month in 2008. The meeting will alternate between Face to Face meetings and Webex meetings every other Month. FairPoint also proposes that the meetings take place on the 2nd Wednesday of every Month. • January 9, 2008 - Face to Face • February 13, 2008 – Webex • March 12, 2008 – Face to Face • April 9, 2008 – Webex • May 14, 2008 – Face to Face • June 11, 2008 – Webex • July 9, 2008 – Face to Face

  5. Agenda and User Forum 2008 Schedule • Questions

  6. FairPoint Wholesale User Forum Michelle Hymson, AVP Wholesale Sales November 29, 2007 ‘Overview of our Wholesale Organization’ November 29, 2007 Portland, Maine Portland, Maine

  7. FairPoint Executive Leadership

  8. FairPoint Priorities • Create Raving Fans- We deliver an exceptional customer experience and are relentless and passionate in creating customer loyalty. • Communicate Communicate Communicate • Execution Excellence-We are disciplined and focused in our planning and execution – always with a bias towards action and an exceptional customer experience. We make timely, informed decisions and manage with facts. • Value and reward teamwork. • Responsibility to Stakeholders-We are highly accountable to all our stakeholders including: customers, communities, shareholders and each other. We listen and respond with a sense of urgency. We are responsible for creating a trusting work environment that allows each individual to thrive. We take initiative, live up to our commitments and deliver results. • Grandmother test.

  9. FairPoint Northern New England

  10. FairPoint Business and Wholesale Service

  11. Changing the Customer Experience • ILEC footprint with a CLEC attitude. • We will treat you like customers. • We want to grow your revenue.

  12. FairPoint Customer Operations

  13. Customer Operations Wholesale Services

  14. Ordering, Implementation, Billing, Collections, Colocation, and Escalation

  15. FairPoint Business Operations

  16. FairPoint Business Operations- Wholesale

  17. FairPoint Sales Engineering

  18. FairPoint Sales Engineering- Wholesale

  19. FairPoint Wholesale Sales

  20. FairPoint Wholesale Services FairPoint Communication’s Wholesale Services Division is committed to providing first class carrier grade services to our wholesale customers. Our dedicated sales and service teams understand the unique requirements of their customers and are ready to develop creative solutions to meet them. Experience has shown that there are three critical metrics that define success in the wholesale market: Quality of Service Speed of Delivery Competitive Price Our goal is to earn our customers’ business by demonstrating leadership in all three.

  21. FairPoint Wholesale Sales- Account Teams

  22. FairPoint Wholesale Sales- Account Team

  23. Your Team Working Together

  24. FairPoint Wholesale Organization • Questions

  25. Break Time - TRIVIA QUESTION • Question: The North American Area Code Numbering Plan was created in the 1940’s. What was the logic behind it’s creation? For example why did NYC get area code 212 and Maryland 301?

  26. TRIVIA QUESTION #1 Answer • On the rotary-dial phones then in use, dialing a nine (0) took a lot longer than dialing a one(1), which tied up expensive switching equipment. So AT&T assigned "low dial pull" numbers to the markets with the most telephones and thus presumably the highest number of incoming long-distance calls.

  27. FairPoint Wholesale User Forum ……is on Morning Break Time “Morning Break Time” November 29, 2007 November 29, 2007 Portland, Maine Portland, Maine

  28. FairPoint Wholesale User Forum Bill Meehan, Senior Product Manager November 29, 2007 ‘FairPoints Wholesale Product Line Management’ November 29, 2007 Portland, Maine Portland, Maine

  29. Wholesale Product Development & Management • First Year Goals: • Stand up existing Verizon products • At Close • At Cutover • Assurance for products contained in commercial agreements • ID Products coming over - Ensure product support in place • Work with Capgemini to Build Product Classification/ Hierarchy

  30. Wholesale Product Development & Management • Product Classification Goals • Replicate current VZ service order creation, order provisioning and billing with new FairPoint systems • Create product tables, profiles, descriptions that can be replicated and used across new systems • Drive product descriptions that can be used for web based customer ordering and for internal documentation • Provide a product database along with a repeatable process on how to maintain/ update it

  31. Wholesale Product Development & Management • Long-Term Goals • To establish favorable relationships with our new Northern New England wholesale customers with focus on product needs • We Will Do This By: • Listening to our customers • Designing products that meet customer needs • Utilizing FairPoint’s Product Development and Life-Cycle Management Process

  32. Wholesale Product Development & Management • What are the Business Customers demanding? • MPLS IP VPNs • Service Guarantees • A Forrester Research report cites that by 2010: • 64% of Enterprise Customers will have completed the migration from legacy wide-area network (WAN) architectures like Frame Relay and ATM to MPLS IP VPNs for site-to-site connectivity. • The majority Respondents say they want more from their telecom operator than just transport — at the top of the list of what’s important are: • a) More IP-based communications technology services • b) Guarantees around service provisioning and maintenance

  33. Wholesale Product Development & Management • How is FairPoint Planning to Address This Need? • Investing in MPLS Backbone • Utilizing Product Development / LCM Process • And also by … • Understanding Customer Needs • Communicating with our Customers

  34. IP / MPLS – Features and Benefits • IP • Inherent Path Redundancy • MPLS • Virtual Private LAN Services • End-to-End Quality of Service • Traffic Engineering

  35. Wholesale Product Development & Management • Product Development/ LCM • Define major steps for Product Creation, Monitoring and Decommissioning • Uses eTOM Approach (enhanced Telecom Operations Map) • Identify Roles and Responsibilities for each organization impacted and for each step identified in the process • Major Phases • Product Creation • Product Monitoring • Product Decommissioning

  36. eTom 1-5-5 Develop detailed product specifications (OSS) Gather Product Ideas Analyze Product Ideas eTom 1-5-1 eTom 1-5-1 eTom 1-5-3 Develop New Product Business Proposal eTom 1-5-4 Develop Product commercialization strategy (BSS) IDEA REPOSITORY Product Creation Basic Flow INPUTS • Sales Channels • Business Development Team • Business Partners • … Manage Product Development Rollout Product YES YES Launch Product eTom 1-5-7 Does idea align with strategy ? Phase 2 approval ? Phase 3 approval ? Ready for general market ? YES YES NO NO NO NO YES

  37. Wholesale Product Development & Management • Product Management & Sales: • Rapidly re-introduce established products under the FairPoint brand while projecting IP-based communication solutions as the basis for change • Aggressively distribute products through wholesale channel

  38. Wholesale Product Development & Management • Questions

  39. FairPoint Wholesale User Forum John Smee, Director of Operations November 29, 2007 ‘Repair and Maintenance Overview’ November 29, 2007 Portland, Maine Portland, Maine

  40. John Smee – Director of Operations: Background • 20 years at NYNEX, PacTel – VZ predecessors • Most recently as part of Division including ME,NH,VT • Last 8 years at CLEC • Experienced the ups and downs of working with ILECS • Commitment to keep what works well, and improve in areas where both you and we agree need work. • Built To Last: “Preserve the Core AND Stimulate Progress”

  41. John Smee – Director of Operations: Areas of Responsibility • Provisioning • Repair/Maintenance Centers • Dispatch • Central Office Field • Outside Plant Installation and Maintenance Field* • NOC/Surveillance/Tier 2 Tech Support • Central Office Equipment Installation • Outside Plant Construction* • License Administration Group*

  42. Operations – Moving Forward • Ensure Parity between Wholesale and Retail • Adhere to effective and necessary processes • At close nothing changes in Operations – TSA • Smaller, Flatter, Less Complex, Fewer silos - broad functionality • Example: I&M tech force to broaden responsibilities • Broader responsibilities requires process and skill training and awareness. • Will look for other consolidations of work • Ongoing dialogue about how we operate, who to contact, how to, when to, and what changes you’d like to see. • Thoughts, suggestions, questions or concerns?

  43. Repair and Maintenance Overview • Questions

  44. Lunch Time TRIVIA QUESTION • How long was New England Telephone and Telegraph Company in existence?

  45. Lunch Time TRIVIA QUESTION #2 Answer • One Year The New England Telephone and Telegraph Company was formed February 12, 1878, by investors in the states of Massachusetts and Rhode Island at the behest of an agent of Gardiner Greene Hubbard, the father-in-law of telephone inventor Alexander Graham Bell. The following year, it merged with the Bell Telephone Company. They became the National Bell Telephone Company. It was started on the basis of holding "potentially valuable patents".

  46. FairPoint Wholesale User Forum ……is on Lunch Break “Lunch Break Time” November 29, 2007 November 29, 2007 Portland, Maine Portland, Maine

  47. FairPoint Wholesale User Forum Rich Murtha, Director Wholesale Operations November 29, 2007 ‘WISOR DEMO’ November 29, 2007 Portland, Maine Portland, Maine

  48. What’s Different • At cutover, the new FairPoint back office platform will process your LSR's and ASR’s through a mechanized system that is known as Wisor. • This process will be transparent to the Wholesale customer. The only changes will be between the Wisor to OM interface.

  49. What’s Different • Some advantages you’ll like • You will not need to access CDG, XRM, VRepair, eWPTS anymore you will have a single interface. • Wholesale Partners can create Templates within system • Wisor System will provide edits to help create orders • Wisor will allow you to issue Trouble Tickets directly into Remedy • Updating of Remedy Tickets for status through Wisor

  50. What’s Different • The WPTS Hot Cut Web System contains: • A database of all hot cut orders • A display of orders that involve integrated facilities • A workflow system that coordinates work between the RCCC, Central Office Frame, and CLEC • A reporting system for displaying statistics about hot cut orders • A messaging system for direct communication between a CLEC and the RCCC • The FairPoint team has been able to break WPTS down into nine key notifications: 1. Accuracy 4. Summary 7. Failure 2. Confirmation 5. No Dial Tone 8. Completion 3. Facilities Check 6. Concurrence 9. Pending Facilities

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