PROJECTPLANFORBROADBANDANDDATAEOIANDPROVISIONINGPERFORMANCEENHANCEMENTPROJECTS

Introduction

  1. TelecomcommitstotheMinisterthattheprovisioningperformanceenhancementsprojectsoutlinedinthisplanwillbedeliveredbyTelecomWholesale,inthemannerandtotheextentoutlined. AkeyobjectiveofthoseplansistoenableTelecomWholesaletodeliverthesameoutcomesastheFMOUndertakingswouldhave.
  1. Theserviceprovidersconsultedagreedthatflexibilityinthenatureandscopeoftheprojectsoutlined,andtheirprioritisation,isimportantinordertoensurethattherightperformanceenhancementsaredeliveredattheoptimumtimes. Thisistherealityofdealingwithchangingmarketandenduserdemand,capitalconstraints,alteringfocusesofindustryparticipantsandtheuncertainregulatoryenvironment,anditbeingrecognisedthatitisinthebestinterestsofeveryoneforTelecomWholesaletoensureenhancements(andongoingproductrollouts)canbedeliveredinacommercial,stableandscalableway.
  1. Assuch,Telecomhasdoneitsbesttocreateaplanwhichachievesthemaximumvaluefortheindustryandendusers(basedonthefeedbackfromthoseconsulted)asatthetimeofconsultation. Telecom’scommitmentisthereforetodelivertothisplanasitmaybeupdatedfromtimetotime. Itwasagreedthatappropriateconsultationwithserviceproviderswilloccurinrelationtoanyupdatedplan(andwewillinformyouofanymaterialchangesthataremade). Thelevelandextentofconsultationwillbedeterminedbasedonthefollowingprocessformanagingtheplan:
  • TelecomWholesalewillpresentasixmonthrollingroadmaptotheindustryattheTelecomWholesaleDialoguesessions,showingthebroadbandanddataprovisioningperformanceenhancementprojectsscheduledonaforwardlookingbasis. ThefirsttworoadmapsareattachedinAppendixAtothisprojectplan.
  • TelecomWholesalewillgivequarterlyupdatesviatheTelecomWholesaleDialoguesessionsofhowitistrackingagainstthecurrentroadmap. These are displayed on the roadmaps in Appendix A.
  • Indevelopingtheongoingroadmaps,TelecomWholesalewilltakeaniterativeapproach,takinginputfromtheindustryduringprojectestablishment,thensecuringthecapitalapprovalrequiredbeforeitconfirmsthedeliveryscheduleintheroadmap.
  • Iftherearematerialchangestothecurrentroadmapsuchastheremovalofaprojectordelaysthatwillhaveaneffectononeofthekeymilestonesinaroadmap,TelecomWholesalewillengagewiththeindustryaspartofadedicatedconsultationprogramme,whichwillinvolveanindependentchairandoneononesessions(akintotheprocessundertakeninordertodevelopthefirsttworoadmapsattachedinAppendixAtothisprojectplan,includingtheroleoftheindependentchairasoutlinedinparagraph7below).
  • Oncearoadmapisintrain,TelecomWholesalewillbuildtheprojectsinawaythatensuresthatserviceprovidersare:(a)givenadeveloperguide(whichisprocessbasedandcontainsusecases);(b)givendirectandgroupaccesstotechnicalresourceswithinTelecominordertoensurethattherightpeoplearetalkingtoeachother;(c)providedwithaccesstoprovisioningtestenvironmentswithinwhichtheprojectcanbetested;and(d)abletoseethatadedicatedbusinesschangemanagementprocessisinplace.
  • Oncetheprojectsarebuilt,TelecomWholesalewillprovidenon-functionalperformanceandavailabilitytargetassessments(assessedagainstthetargetsnotifiedtotheindustrybyTelecomWholesaleandattachedasAppendixB),andwillensurethatthereisscalabilityandcapacitymanagement,andnotificationandincidentmanagementcapabilityforeachproject.
  1. TheexacttimingofTelecomWholesale’sdeliveryofeachcomponentoftheprojectplan,whileveryimportanttoallconcerned,isnotspecifiedinthisplaninmoredetailthanthetworoadmaps. Itwasconfirmedwiththeserviceprovidersconsultedthattherightdriversneedtobeinplacetoensuretimelyandefficientdeliveryofeachproject,andthatworkingtofixeddeadlineswillnotinpracticeresultinthebestserviceexperienceforendusers. Inparticular,akeyissuefortheserviceproviderswhowereconsultedwassystemstability,andTelecomWholesalehasmadeacommitmentoutsideoftheconsultationprocesstoimplementastabilisationroadmap. ItwasalsoacknowledgedthatTelecomhasanumberofothercompetingprioritiessuchastheservicetomarketprojectsthatithasunderway,includingthoseforUBAwithAccessSeekerVoice(SLE/SLU),VDSL2,BroadbandDimensioning,BroadbandOverFibre,HSNSEnhancements,MVNOEnhancements,eLine,UCLLConsumption. AServiceProviderhasinparticularsoughtassurancesconcerningthedeliveryoftheSLE/SLUproduct,inparticularthatthisproductisapriorityandwhereresourcecontentionoccurswiththeactivitiesontheprojectroadmapthisproductdeliverywillnotbeimpacted.“
  1. Itwasagreedthat havingacommittedviewpoint6monthsinadvancewillbalancetheneedforflexibilityandstableservicesagainsttheneedforcertainty. Assuch,TelecomWholesalecommitstotimebeingoftheessenceinthedeliveryofallprojectsinthisplannoworinthefuture,andthattheelementsoftheprojectidentifiedinthefirstsixmonthsoftheroadmapsinAppendixA(beingthoseprojectsthatarelistedbeforethelistreviewdate,andthosethatareinflightnow)willbedeliveredwithinthemilestonesshown,subjecttothereasonableimpactofanyforcemajeureeventsthatarebeyondthereasonablecontrolofTelecom.

IndependentChairs’summaryofconsultationprocessandoutcomes

  1. TheIndependentChair’ssummaryoftheconsultationprocessandoutcomesisprovidedasanannextothisplan, andascheduleofmeetingsandsubmissionsreceivedisattachedasAppendixC.

ProjectPlan

  1. Thescopeofthisplanisbroadbandanddataprovisioningperformanceenhancementprojects. Theconsultationshowedthattherewasareasonablecoverageacrosstherangeofissuesintheprovisioningdomain,butthattherewasmoredepthtothebroadbanddiscussionsthanwithdata. Forthesepurposes,broadbandmeansUBAandallofitsvariantsandbundles(naked,clothed,NCA,TES,SLE/SLU,consumerandbusinessservices),anddatameansHSNS(bothLiteandPremium)andUPC.
  1. Asanticipated,discussionswiththeserviceprovidershaveraisedsomedesiredactivitiesthatdonotfallwithintheseareas(forexample,billingandassurerelatedactivities). Althoughoutofscopeforthisplan,theseactivitieswillbeconsideredandaddressedbyTelecomWholesalethroughotherprocesses,astheydoneedtobealigned.
  1. Theplansforeachofthetwoinscopeprovisioningareasareoutlinedbelow.
  1. TelecomWholesalewillprioritiseinaccordancewiththoseplans(astheymaybeamended),butthatwillnotnecessarilymeanthatthesequencingofactualdeliverableswillexactlymatchthelistssetout,asthedeliverytimeframeforaparticularprojectwillnotnecessarilyreflectitspriorityorotherdependencies(e.g.highpriorityprojectsmayhavelongleadtimes,orbedependantonotherprojects–whereaslowerpriorityprojectsmaybeabletobedeliveredquicklyandindependentlyfromotherprojects).
  1. Tomaketheconsultationandthesubsequentplanseasiertofollow,wehavebrokentheprojectsdownintothreediscretesub-categoriesof:
  1. Orderentryprocesses–madeupofpre-ordering(focusedonserviceprovidershavingsufficientinformationtopre-assureservicesandorders),provisioning(focusedonpassingordersefficientlyandgivingproactivestatusupdates)andjeopardy(providingcapabilitytoself-monitor,andactivelywatchingandactingonexceptionsandjeopardies);
  1. Notifications(focusedonsimplifyingdownstreammanagementthroughenablingwholeoflifecapabilities);and
  1. Accesschannels(focusedonconsolidatingselfservicecapabilitiesandproactiveinformationsupply). Thislastsub-categoryiscommonacrossbothplans.
  1. Themethodbywhichtheprojectswillbedeliveredisalsobrokendownintothreebroadmethods,inordertoshowserviceproviderstheimpacteachprojectwillhaveonthem(andultimatelyendusers):
  1. DoNothing-whereTelecomWholesalewillmakeimprovementstoexistingcapabilityand little to noserviceproviderinvestment orchangetoanyexistingsystemorprocesswillberequiredtorealisevalueforendusers;
  1. OptIn–whereTelecomWholesalewilldelivercapability,buttheserviceprovidermustopttotakethecapabilitytorealisevalueforendusers,whichwillrequireinvestmentbytheserviceproviderandthusachangetoexistingsystemorprocess;or
  1. BreakingChange–whereTelecomWholesalewilldelivernewcapabilitythatserviceprovidersmustadoptbychangingexistingprocessand/orthewaytheyinterfacewithTelecomWholesale,whichwillrequireacarefullyplannedmigration.

Itwasimportanttoshowtheimpactofeachproject,toillustratethecomparisontothecurrentUndertakingsFMOobligations,whichwouldhaveallrequiredBreakingChangewithouttheplannedmigrationtime. Now,theplanisintendedtoavoidbig-bangcutoversofthetypethatwouldhavebeenrequired.

Broadband

  1. Theinitialbroadbandprovisioningperformanceenhancementsprojectsareasfollows(withtheorderoftheinitialprioritytobegiventothembyTelecomWholesalebeingsetoutintheroadmapsinAppendixA):

Project / Implementation / Anticipatedperformanceenhancements* / Requiredinputs** / Measurementofperformanceenhancement***
OrderEntryProcesses-Pre-Order
Improvingqualityofpre-qualification / Thedeliverymethodwillbe“DoNothing”. / Thegoalistheremovalofinstanceswherethereisa‘false-negative’prequalificationresultgiven,improvingautomationratesandremovinginvalidorderrejection.
Thiswill also reducemanualactivities,andthereforereducetheamountoftimeenduserswaittoknowiftheservicetheyhaverequestedcanbeprovided. / •Chorusinventorydataqualityandcleansingprogrammesbeingcompleted / Thenumberof‘false-negative’prequalificationresultsgiven.
ImprovingQualityandImmediacyofAddressInformation / Thedeliverymethodwillbe“DoNothing”. / Theclean-upoflegacyTelecomaddressessothattheyaremoreconsistently and regularlypresented,andthealignmentwithTerralinkdatawherethatisavailable.
Thiswillreducetheamountoftimeenduserswaittoknowiftheservicetheyhaverequestedcanbeprovided. / •Theabilityofserviceproviderstouptakethecapabilities
•TelecomGroupaddressalignmentandcleanupprogramme / Theamountoftimeittakesserviceproviderstocompleteanaddress-creationandpopulationofthoseaddressesintheTelecomWholesalechannels(Wirelineetc).
The amount of addresses that can not be matched to valid Terralink addresses.
FinalisePre-OrderSuitetoPre-ValidateOrders / Thedeliverymethodwillbe“OptIn”. / Investmentinfurtherpre-ordercapabilities,processandonboardingsupporttoclarifyhowtoavoidorderrejections.
Theenduserexperiencewillbeimprovedbyreducingthenumberoforderrejectionsexperienced. / •Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / Thenumberoforderrejectionsthatoccur.
Successful delivery of the scope as identified by service providers via consultation.
OrderEntryProcesses-Provisioning
StabilityofSystemsandProcesses / Thedeliverymethodwillbe“DoNothing”. / Enhancedsystemstabilitylevelsaligningwithregulatednon-functionalrequirements,andstabilityofprocessesaimedatnon-degradationofserviceforendusers. / •T&SSStabilityProgramme
•Serviceproviderconfidenceintheplan / Thestabilitylevelsofthesystems.
Removalof‘InvalidOrder’Rejections / Thedeliverymethodwillbe“DoNothing”. / Thecompletionofrootcauseanalysis,andtheinvestinginsolvingthesystemconditionsthatleadto‘invalidorder’rejectionwillimprovethenumberoforderrejections,andthereforetheenduserexperience. / Thenumberof‘invalid’orderrejectionsthatoccur.
FastEfficientProvisioning / Thedeliverymethodwillbe“DoNothing”. / Areductionofthetimebetweensubmissionofanorderbyaserviceproviderandthereceiptofafullorderconfirmation.
Theamountoftimetakentoprovisionanendusersservice and confirm an installation appointment willbereducedoverall. / TheamountoftimeittakesserviceproviderstosubmitanorderandthereceiptofafullorderconfirmationforthatorderfromTelecomWholesale.
ScalableSystemsandProcesses / Thedeliverymethodwillbe“DoNothing”. / Theremovalofnon-scalablescreen-scrapingprocessesbetweensystems,andareductioninmanualprocessingontheTelecomWholesalehardwareandarchitecture.
Thisisaimedatnon-degradationofserviceforenduserswhenscaleisapplied. / TheprovisioningprocessfortheTelecomWholesalebroadbandservicewillenablemorereal-timepre-ordering,evenwiththeanticipatedscalethaton-boardingallofTelecomRetailwillbring.
ReducedOrderFailures,ImproveFailedOrderProcesses / Thedeliverymethodwillbe“DoNothing”. / Addressingthe'failedinstall’instancesfromthecurrentrateofapproximately[10%]byreducingthemtoofapproximately[1%],byimproveprocessesandcapabilitiessupportingthe‘FailedSelf-Install’process.
Theenduserexperiencewillbeimprovedbyenablingaservicetobeprovisionedthefirsttimetheserviceproviderattemptstodoso. / •TimelyandcompleteinformationfromChorusaboutprovisioningprogress
•Chorusinventorydataqualityandcleansingprogrammesbeingcompleted
•UCLLinputsfornakedanddataservices / Thenumberof'failedinstall’instancesthatoccurthatwerecausedbynon-customerissues(egnetwork).
ServiceCompanyScheduling / Thedeliverymethodwillbe“DoNothing”. / Toenablethenearreal-timeprocurementofservicecompanyresourceuponorderentry.
Thiswillimprovetheenduserexperiencebyminimisingthetimedelayinrequestinganorderandsecuringtherequestedservicecompanyappointment. / Thenumberof“scheduleclash”instancesexperiencedbetweendifferentserviceproviderorders.
CapabilityforMulti-ServiceOrder / Thedeliverymethodwillbe“OptIn”. / Thedeliveryof‘SalesOrder’capability,allowingthecreationanddeliveryofmultiplePOTSandUBAservicesinoneover-archingserviceproviderrequest.
Theenduserexperiencewillbeimprovedbyenablingaserviceprovidertomakemultipleprovisioningorders,aslesstimewillberequiredbytheserviceprovider. / •Theabilityofserviceproviderstouptakethecapabilities
•Chorusworkforcemanagementsystems
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / TheabilitytomakeonerequesttoprovisionmultiplePOTSandUBAservices at the same address.
BillingInformationConfirmedattimeofProvisioning / Thedeliverymethodwillbe“OptIn”. / TheamountandtypeofbillinginformationneededinrelationtoaspecificorderisrequestedaspartoftheTelecomWholesaleorderprocess,withserviceprovidersbeingaskedtopopulatetherightinformation,with99%accuracy. / •Theabilityofserviceproviderstouptakethecapabilities
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / Theamountofbillingirregularitiesbetweenthoseprovidedatorderandthoseprovidedonbill.
OrderEntryProcesses-Jeopardy
JeopardyManagementCapability / Thedeliverymethodwillbe“DoNothing”. / Implementationofanintegratedjeopardymanagementcapabilitythatsupportsserviceprovider-facingdashboardsandinputswilloccur,whichwillenableserviceproviderstohavegreatervisibilityofjeopardies.
Thiswillenabletheserviceprovidertohavemoreinformeddiscussionswithendusersaboutduedates. / •Chorusworkforcemanagementsystems
•Timelyandcompleteinformationfromfieldservices(trucks)
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
Serviceprovidershavingprojectandforuminvolvement / Theexistenceofserviceprovider-facingdashboardsandinputswhicharesupportedbyanintegratedjeopardymanagementcapability.
ImprovedStatusandNotificationsSupportingJeopardy / Thedeliverymethodwillbe“OptIn”. / TelecomWholesalewillhaveastatusandnotificationmethodthatwillsupportarangeofjeopardyscenarios,includingcustomer-to-adviseandinventorywaitertypes.
Thiswillenabletheserviceprovidertohavemoreinformeddiscussionswithendusers. / •Theabilityofserviceproviderstouptakethecapabilities
•B2BSchemas
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / Theexistenceofarangeofjeopardyscenariosthataresupportedbyastatusandnotificationmethod.
QueryDashboardTools / Thedeliverymethodwillbe“OptIn”. / TheinteractionwithTelecomWholesalewillbesupportedbyDashboardToolstoshowreal-timeSLAandjeopardyperformance.
Thiswillenabletheserviceprovidertohavemoreinformeddiscussionswithendusers. / •Theabilityofserviceproviderstouptakethecapabilities
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / TheexistenceofDashboardToolsforusebyserviceproviders.
Notifications
ImprovedStatusNotificationMethod / Thedeliverymethodwillbe“OptIn”. / Anewapproachtoorderstatustrackingwillprovidemoreinformationandbebasedonareal-time“push”method.
Thiswillenabletheserviceprovidertoknowthestatusofanendusersorder,forcommunicationtothem. / •Theabilityofserviceproviderstouptakethecapabilities
•B2BSchemas
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / Theexistenceofareal-time‘push’notificationmethodfororderstatus.
ImprovedWholeofLifeNotifications / Thedeliverymethodwillbe“OptIn”. / Anewapproachtothe‘wholeoflife’notificationmethodwillprovidemoredetailedandrelevantinformationandbebasedonareal-time“push”method. / •Theabilityofserviceproviderstouptakethecapabilities
•B2BSchemas
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / Theexistenceofareal-time‘push’notificationmethodfor‘wholeoflife’notices.
ImprovedLosingServiceProviderNotification / Thedeliverymethodwillbe“OptIn”. / Theadditionofmoreinformationsuchassegment,thetypeoforderthatinitiatedthenotificationandwhetheritwasthecurrentowner,tothe‘losingserviceprovider’notificationwillassistthegainerproviderprovisionendusersquicker. / •Theabilityofserviceproviderstouptakethecapabilities
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / Theexistenceofamoredetailednotificationmethodfor‘losingserviceprovider’notices.
Accesschannels
SingleSign-OnAcrossallFABPortals / Thedeliverymethodwillbe“DoNothing”. / OO&TwillbebroughtunderthenewTelecomWholesaleSelf-ServicePortal,whichwillenableasinglesign-onprocess.
Withasingleloginandpasswordbeingutilisedtoaccessalldifferentportals,androle-basedadministrationallowingpeopletohaveonlytheaccesstheyneed,serviceproviderswillhaveaneasierexperience. / •Serviceprovidershavingprojectandforuminvolvement / OO&TisabletobeaccessedviatheTelecomWholesaleSelf-ServicePortal.
ImprovePermissionsandAccessControls / Thedeliverymethodwillbe“DoNothing”. / Byhavingnewrolescreatedtoprovidenicheaccesslike‘Read-Only’and‘SuperAdmin’totheTelecomWholesaleSelf-ServicePortal,serviceproviderswillbeabletousetheSingleSign-Onprojectwhileapplyingthesamerestrictionsastheycancurrently.
Theenduserexperiencewillbeimprovedaslesstimewillberequiredbytheserviceprovider. / •Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / TheexistenceofnewrolesintheTelecomWholesaleSelf-ServicePortal.
UsabilityImprovements / Thedeliverymethodwillbe“DoNothing”. / ThescreensusedbyGUIuserswillbeassessedtoensurethattheotherenhancementprojectsareabletobeadopted. / •Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / GUIuserswillbeabletoadopttheotheraccesschannelprojects.
PermanentOnBoardingEnvironment / Thedeliverymethodwillbe“OptIn”. / AnewreplacementOnBoardingenvironmentwillbeprovided,whichwillsupport+1code,therolloutofnewcapability,andcustomerregressiontesting.
Theenduserexperiencewillbeimprovedaslesstimewillberequiredbytheserviceprovider to prepare for and consume new capability. / •Theabilityofserviceproviderstouptakethecapabilities
•B2BSchemas
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / TheexistenceofanewOnBoardingenvironment.
SharedB2BSchema / Thedeliverymethodwillbeconsultedon. ABreakingChangewillbeneededatsomepoint. / TherewillbeagradualmovetoaconsistentschemaacrossFulfilandAssure,ensuringthosewhowishtomoveacrosscandosoattheirownspeed.
ThegoalwillbetohaveaSchemaformatthatisconsistentwithChorus.
Theenduserexperiencewillbeimprovedaslesstimewillberequiredbytheserviceprovider. / •Theabilityofserviceproviderstouptakethecapabilities
•B2BSchemas
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / TherewillbenoBreakingChangewithoutconsultation.
ConsultationonaschemathatisconsistentwithChoruswilloccur,withdedicatedworkshops.
PublishedNon-FunctionalTargets / Thedeliverymethodwillbe“DoNothing”. / Asetofnon-functionaltargetsregardingsystemuptimeandperformancewillbesharedwithindustry,andTelecomWholesalewilldoeverythingitcantomeetthem.
Thiswillbeahighlevelmeasureofoverallservicequality,whichwilldirectlyrelatetotheenduserexperience. / Non-functionaltargetswillbesharedwiththeindustry.

*Thisisadescriptionoftheperformanceenhancementsthathavebeenagreedwiththeserviceprovidersconsultedasbeinglikelytoresultfromtherelevantproject. Thesearebasedonthepresumptionthattherequiredinputsaredelivered.

**ThisistheagreedactionsandengagementrequiredfromServiceProviders,internalcustomersandsuppliers(bothinternalandexternal)inorderforTelecomWholesaletodelivertheperformanceenhancements.

***ThisisthewaythatTelecomWholesaleandtheserviceprovidersconsultedhaveagreedthatthesuccessfuldeliveryoftheprojectwillbemeasured. Together,thesewillallcumulateinsuccessfulnon-functionalandavailabilityperformance.

  1. Theseprojectsareacontinuationofthefollowingbroadbandprovisioningperformanceenhancementsprojects(whichinmostcaseshavebeenraisedduringtheconsultationprocessundertaken)thathavealreadybeencommencedand/orrecentlycompletedbyTelecomWholesaleasamatterofurgency:

Project / Commencementdate / Achieved/anticipatedperformanceenhancement
OrderEntryProcesses-Pre-Order
SiteServiceAudit
Thedeliverymethodis“OptIn”. / September/October2010 / Thistoolisareal-timeviewintoICMSAddressandInventoryscreens,whichprovideslocation-basedinformationforPOTSservicesbasedongeographicinformation,andprovidesservice-levelinformationbyaddress. Italsoprovidesallcurrentserviceorderactivityofconnectedservicesataparticularaddress.
Theenduserexperiencewillbeimprovedbyreducingthenumberoforderrejectionsexperienced.
xUBAPrequalificationImprovements
Thedeliverymethodis“DoNothing”. / September/October2010 / Thisinvolvestheadditionofneighbouringconnectioninformation. TelecomWholesalewillcachemaintained,providingbetterindicationofserviceavailability.
Theenduserexperiencewillbeimprovedbyreducingthetimetakentoconfirmtheserviceisavailable.
CachingManualPrequalificationResults
Thedeliverymethodis“DoNothing”. / September/October2010 / Thiswillmeanthatmanualresultsthatareprocessedwillbecached,removingduplication/triplicationofwork.
Theenduserexperiencewillbeimprovedbyreducingthetimetakentoconfirmtheserviceisavailable.
Clean-UpofPrequalificationData
Thedeliverymethodis“DoNothing”. / TheChorusclean-upofunderlyingaddressandinventorydatastartedinJuly2010. / TheChorusclean-upwilladdressmanyfactorscausing‘Inconclusive’resultstobegiventoserviceproviders(whichthenleadstoamanualprequalificationoccurring)andsomecasesof‘false-negative’results. Theenduserexperiencewillbeimprovedbyreducingthenumberoforderrejectionsexperienced,andreducingthetimetakentoinformthemiftheservicetheyhaverequestedcanbeprovided.
OrderEntryProcesses-Provisioning
ExtensionofAutomatedRescheduling
Thedeliverymethodis“OptIn”. / September/October2010 / Thisinvolvestheextensionofexisting,real-timeautomatedreschedulingcapabilityacrossmoreUBAusecasesandnontruck-rollorderslikeTransitionandDisconnection.
Theserviceproviderwillbeabletohavemoreinformeddiscussionswithendusers.
Project / Commencementdate / Achieved/anticipatedperformanceenhancement
UBAReturnPort
Thedeliverymethodis“OptIn”. / September/October2010 / ThisallowsarequesttoportaphonenumberintotheTelecomnetworkandinstallUBAatthesametime.
Theenduserexperiencewillbeimprovedastheoveralltimetoprovisionwillbeshorter.
UCLLtoUBATransfer
Thedeliverymethodis“OptIn”. / September/October2010 / ThisallowsaUCLLservicetobetransferredtoaClothedorNakedUBAserviceinonetransaction.
Theenduserexperiencewillbeimprovedastheoveralltimetoprovisionwillbeshorter.
NewVoiceOrderCapability
Thedeliverymethodis“OptIn”. / September/October2010 / Thisprovidesforawholenewsuiteofvoiceformstobecreated.
Theenduserexperiencewillbeimprovedastheoveralltimetoprovisionwillbeshorter.
InventoryRe-UseandAbandonment
Thedeliverymethodis“DoNothing”. / September/October2010 / Thiswillintroduceanewcapabilitythatallowsaserviceprovidertorequestthatinventoryatanexistingsiteisre-used,loweringtruck-rollandfailedinstallrates.AccompanyingthisisaproactiveAbandonmentsolutionthatindicatesMoveIn/MoveOutscenarios,andallowstheeasydisconnectionofabandonedservices.
Theenduserexperiencewillbeimprovedastheoverallengagementrequiredfromthemwillbereduced.
Notifications
InventoryRe-UseandAbandonment
Thedeliverymethodis“DoNothing” for inventory re-use, and “Opt In” for Abandonment / September/October2010 / Thiswillintroduceanewcapabilitythatallowsaserviceprovidertorequestthatinventoryatanexistingsiteisre-used,loweringtruck-rollandfailedinstallrates.AccompanyingthisisaproactiveAbandonmentsolutionthatindicatesMoveIn/MoveOutscenarios,andallowstheeasydisconnectionofabandonedservices.
Theenduserexperiencewillbeimprovedastheoveralltimetoprovisionwillbeshorter.
AccessChannels
IntegrationofDataCoverageTool
Thedeliverymethodis“DoNothing”. / September/October2010 / Thiswillprovideintegrationwithandsinglesign-onfortheDataCoverageToolintotheWholesaleSelf-ServicePortal. Theenduserexperiencewillbeimprovedastheoveralltimerequiredbyserviceproviderswillbeshorter.
Project / Commencementdate / Achieved/anticipatedperformanceenhancement
IntegrationofOFM
Thedeliverymethodis“DoNothing”. / September/October2010 / Thiswillprovideintegrationwithandsinglesign-onforOFMtotheWholesaleSelf-ServicePortal.
Theenduserexperiencewillbeimprovedastheoveralltimerequiredbyserviceproviderswillbeshorter.
IntegrationofSPM
Thedeliverymethodis“DoNothing”. / September/October2010 / Thiswillprovideintegrationwithandsinglesign-onforSPMtotheWholesaleSelf-ServicePortal.
Theenduserexperiencewillbeimprovedastheoveralltimerequiredbyserviceproviderswillbeshorter.
FulfilB2BOnBoardingEnvironment
Thedeliverymethodis“OptIn”. / September/October2010 / ThismeansthelaunchofanewandpermanentreplacementOnBoardingenvironmentforthefulfilB2B. Thisenvironmentisuse-casebased,andsupportiveofserviceproviderregressiontestingneeds.
Theenduserexperiencewillbeimprovedastheoveralltimerequiredbyserviceproviderswillbeshorter.
WholesaleSecureFileTransferFacility
Thedeliverymethodis“BreakingChange”,butwithacontrolledmigrationperiod / September/October2010 / ThiswillprovideanewsecureFTPsolutionreplacingSafeCopyforthetransferofpricebooks,billinginformationandotherprivatedata.
Theenduserexperiencewillbeimprovedastheoveralltimerequiredbyserviceproviderswillbeshorter.

Data

  1. Theinitialdataprovisioningperformanceenhancementsareasfollows(withtheorderoftheinitialprioritytobegiventothembyTelecomWholesalebeingsetoutintheroadmapsinAppendixA):

Project / Implementation / Anticipatedperformanceenhancements* / Requiredinputs** / Measurementofperformanceenhancement***
OrderEntryProcesses-Pre-Order
Improvingqualityofprequalification / Thedeliverymethodwillbe“DoNothing”. / Thegoalistheremovalofinstanceswherethereisa‘false-negative’prequalificationresultgiven,improvingautomationrates.
Thiswillreducemanualactivities,andextendprequalificationtocaterfor‘capable’butnot‘enabled’areas.
Thiswillreducetheamountoftimeenduserswaittoknowiftheservicetheyhaverequestedcanbeprovided. / •Chorusinventorydataqualityandcleansingprogrammesbeingcompleted / Thenumberof‘false-negative’prequalificationresultsgiven.
ImprovingQualityandImmediacyofAddressInformation / Thedeliverymethodwillbe“DoNothing”. / Theclean-upoflegacyTelecomaddressessothattheyaremoreconsistently and regularlypresented,andthealignmentwithTerralinkdatawherethatisavailable.
Thiswillreducetheamountoftimeenduserswaittoknowiftheservicetheyhaverequestedcanbeprovided. / •Theabilityofserviceproviderstouptakethecapabilities
•TelecomGroupaddressalignmentandcleanupprogramme / Theamountoftimeittakesserviceproviderstocompleteanaddress-creationandpopulationofthoseaddressesintheTelecomWholesalechannels(Wirelineetc).
SingleSourceofTruthforDataPrequalification / Thedeliverymethodwillbe“DoNothing”. / TherewillbeasingleandconsistentdatasetfortheDataCoverageTool,PricingCalculatorsandDataPrequalificationTool.
Thiswillensureserviceprovidershavereliableinformationwhentalkingtoendusers / Theexistenceofonesetofdatathatinformsallpre-orderinterfacesfordata prequalification.
OrderEntryProcesses-Provisioning
StabilityofSystemsandProcesses / Thedeliverymethodwillbe“DoNothing”. / Enhancedsystemstabilitylevelsaligningwithregulatednon-functionalrequirements,andstabilityofprocessesaimedatnon-degradationofserviceforendusers. / •T&SSStabilityProgramme / Thestabilitylevelsofthesystems.
FastEfficientProvisioning / Thedeliverymethodwillbe“DoNothing”. / Areductionofthetimebetweensubmissionofanorderbyaserviceproviderandthereceiptofafullorderconfirmation.
Theamountoftimetakentoprovisionanendusersservicewillbereducedoverall. / •InterfacestoChorus provisioningsystems / TheamountoftimeittakesserviceproviderstosubmitanorderandthereceiptofafullorderconfirmationforthatorderfromTelecomWholesale.
ScalableSystemsandProcesses / Thedeliverymethodwillbe“DoNothing”. / The improvementofnon-scalablesystems,processesandhardware.
Thisisaimedatnon-degradationofserviceforenduserswhenscaleisapplied. / •InterfacestoChorusprovisioningsystems
•Chorusinventorydataqualityandcleansingprogrammesbeingcompleted
•UCLLinputsfornakedanddataservices / TheprovisioningprocessfortheTelecomWholesaledataservicewillenablemorereal-timepre-ordering,evenwiththeanticipatedscalethaton-boardingofallofGen-iwillbring.
ScreenImprovementsandAdditionalFields / Thedeliverymethodwillbe“DoNothing”. / UsabilityenhancementstotheDataprovisioningforms,includingtheadditionofserviceprovider-specificfields(usedtoassistingroupingandidentifyingnetworksfromorderentrythroughtobilling),willreducetheamountoftimetakentoprovisionanenduser’sserviceoverall. / •B2BSchemas
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / Theexistenceofnewdatafields,whichallowserviceprovider-specificfields.
BillingInformationConfirmedattimeofProvisioning / Thedeliverymethodwillbe“OptIn”. / TheamountandtypeofbillinginformationneededinrelationtoaspecificorderispopulatedaspartoftheTelecomWholesaleorderprocess,with,with99%accuracy.
Theinformationwillalsoalignwiththedataprequalificationtoolsandcalculators. / •Theabilityofserviceproviderstouptakethecapabilities
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / Theamountofadditionalbillingdetailssoughtoutsideoftheprovisioningorder.
OrderEntryProcesses-Jeopardy
JeopardyManagementCapability / Thedeliverymethodwillbe“DoNothing”. / Implementationofanintegratedjeopardymanagementcapabilitythatsupportsserviceprovider-facingdashboardsandinputswilloccur,whichwillenableserviceproviderstohavegreatervisibilityofjeopardies.
Thiswillenabletheserviceprovidertohavemoreinformeddiscussionswithendusersaboutduedates. / •Chorusworkforcemanagementsystems
•Timelyandcompleteinformationfromfieldservices(trucks)
•UCLLinputsfornakedanddataservices / Theexistenceofserviceprovider-facingdashboardsandinputswhicharesupportedbyanintegratedjeopardymanagementcapability.
ImprovedStatusandNotificationsSupportingJeopardy / Thedeliverymethodwillbe“OptIn”. / TelecomWholesalewillhaveastatusandnotificationmethodthatwillsupportarangeofjeopardyscenarios,includingcustomer-to-adviseandinventorywaitertypes.
Thiswillenabletheserviceprovidertohavemoreinformeddiscussionswithendusers. / •Theabilityofserviceproviderstouptakethecapabilities
•Chorusworkforcemanagementsystems
•Timelyandcompleteinformationfromfieldservices(trucks)
•B2BSchemas
•UCLLinputsfornakedanddataservices
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / Theexistenceofarangeofjeopardyscenariosthataresupportedbyastatusandnotificationmethod.
QueryandDashboardTools / Thedeliverymethodwillbe“OptIn”. / TheinteractionwithTelecomWholesalewillbesupportedbyDashboardToolstoshowreal-timeSLAandjeopardyperformance.
Thiswillenabletheserviceprovidertohavemoreinformeddiscussionswithendusers. / •Theabilityofserviceproviderstouptakethecapabilities
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / TheexistenceofDashboardToolsforusebyserviceproviders.
Notifications
ImprovedStatusNotificationMethod / Thedeliverymethodwillbe“OptIn”. / Anewapproachtoorderstatustrackingwillprovidemoreinformationandbebasedonareal-time“push”method.
Thiswillenabletheserviceprovidertoknowthestatusofanendusersorder,forcommunicationtothem. / •Theabilityofserviceproviderstouptakethecapabilities
•B2BSchemas
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / Theexistenceofareal-time‘push’notificationmethodfororderstatus.
ImprovedWholeofLifeNotifications / Thedeliverymethodwillbe“OptIn”. / Anewapproachtothe‘wholeoflife’notificationmethodwillprovidemoredetailedandrelevantinformationandbebasedonareal-time“push”method. / •Theabilityofserviceproviderstouptakethecapabilities
•B2BSchemas
•UCLLinputsfornakedanddataservices
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / Theexistenceofareal-time‘push’notificationmethodfor‘wholeoflife’notices.
ImprovedWholeofLifeReporting / Thedeliverymethodwillbe“OptIn”. / Serviceproviderswillhavetheabilitytocreateanddesignreportsonallservicestheyhaveordered,includingservice-specificinformationsuchasbandwidth,CVID,SVIDandhandover,allowingthemtohavemoreknowledgeandcontrolwhentalkingtoendusers. / •Theabilityofserviceproviderstouptakethecapabilities
•Serviceproviderconfidenceintheplan
•Serviceprovidershavingtheabilitytoinputtoinitialscoping
•Serviceprovidershavingprojectandforuminvolvement / Theexistenceofreportingforthe‘wholeoflife’scenario.
Accesschannels
Seeabove,astheprojectsarecommonacrossdataandbroadband.

*Thisisadescriptionoftheperformanceenhancementsthathavebeenagreedwiththeserviceprovidersconsultedasbeinglikelytoresultfromtherelevantproject.Thesearebasedonthepresumptionthattherequiredinputsaredelivered.

**ThisistheagreedactionsandengagementrequiredfromServiceProviders,internalcustomersandsuppliers(bothinternalandexternal)inorderforTelecomWholesaletodelivertheperformanceenhancements.

***ThisisthewaythatTelecomWholesaleandtheserviceprovidersconsultedhaveagreedthatthesuccessfuldeliveryoftheprojectwillbemeasured. Together,thesewillallcumulateinsuccessfulnon-functionalandavailabilityperformance.

  1. Theseprojectsareacontinuationofthefollowingdataprovisioningperformanceenhancementsprojects(whichinmostcaseshavebeenraisedduringtheconsultationprocessundertaken)thathavealreadybeencommencedand/orrecentlycompletedbyTelecomWholesaleasamatterofurgency:

Project / Commencementdate / Achieved/anticipatedperformanceenhancement
OrderEntryProcesses-Pre-Order
DataPrequalificationImprovements
Thedeliverymethodis“DoNothing”. / September/October2010 / ThiswillprovideforautomationofCopperandFibreDataprequalificationforcertaingeographicalregions.
Theenduserexperiencewillbeimprovedbyreducingthetimetakentoconfirmtheserviceisavailable.
CachingManualPrequalificationResults
Thedeliverymethodis“DoNothing”. / September/October2010 / Thiswillmeanthatmanualresultsthatareprocessedwillbecached,removingduplication/triplicationofwork.
Theenduserexperiencewillbeimprovedbyreducingthetimetakentoconfirmtheserviceisavailable.
Clean-UpofPrequalificationData
Thedeliverymethodis“DoNothing”. / TheChorusclean-upofunderlyingaddressandinventorydatastartedinJuly2010. / TheChorusclean-upwilladdressmanyfactorscausing‘Inconclusive’resultstobegiventoserviceproviders(whichthenleadstoamanualprequalificationoccurring)andsomecasesof‘false-negative’results. Theenduserexperiencewillbeimprovedbyreducingthenumberoforderrejectionsexperienced,andreducingthetimetakentoinformthemiftheservicetheyhaverequestedcanbeprovided.

APPENDIXA: 6MONTHPLANSFORBROADBANDANDDATA

Forthepurposesoftheseroadmaps,acalendaryearviewisused. ThecommittedroadmapextendstotheendofQ32011,untilthefirst6monthreview. Therestoftheroadmapisaproposedfutureview.

Forthepurposesoftheseroadmaps,acalendaryearviewisused. ThecommittedroadmapextendstotheendofQ32011,untilthefirst6monthreview. Therestoftheroadmapisaproposedfutureview.

APPENDIXB: SERVICEPERFORMANCEKPI’S

Broadband:

Current / Target / Enablers / Dependencies
BroadbandFulfilrightfirsttime(onetimeandinfull-OTIF) / 59% / 90% / Scalability / Stability
ServiceProvideruptake
-Rejections / 16% / 5% / Pre-Order
Provisioning / Stability
-MetSLA
-MetRFS / 80%
96% / 99%
95% / Jeopardy
Notifications
Jeopardy
Notifications / ChorusInputs
ChorusInputs
- EarlyLifeFailures / 4% / 1% / Provisioning
Manualprocessing / 9% / 5% / Provisioning
Intactlinecycletime / Real-time / Real-time / Pre-Order
IntactActivationtime / minutes / minutes / Provisioning / Stability

Data:

Current / Target / Enablers / Dependencies
DataFulfilrightfirsttime(onetimeandinfull-OTIF) / 70% / 90% / Scalability / Stability
-Rejections / 1% / <1% / Pre-Order
-MetSLA
-MetRFS / 85%
77% / 95%
95% / Jeopardy
Notifications
Jeopardy
Notifications / ChorusInputs
ChorusInputs
-EarlyLifeFailures / 0% / 1% / Provisioning

APPENDIXC: CONSULTATIONSUMMARY

Date / Session
18Nov2010 / ExecutiveIndustryDialogue
24Nov / Industry1toManyConsultation(WGN)
26Nov / Industry1toManyConsultation(AKL)
7Dec / WorldXChange1on1
8Dec / Vodafone1on1
20Dec / CallPlus1on1
20Dec / TelstraClear1on1
21Dec / Gen-i1on1
21Dec / TelecomRetail1on1
19Jan2011 / Vodafone1on1
3Feb / InternetNZ
4Feb / TUANZ
10Feb / WorldxChangeCIO
10Feb / Gen-ICIO
11Feb / TelstraClearCIO
14Feb / CallPlusCIO
14Feb / OrconCIO
14Feb / RetailCIO
16Feb / Industry1toManyConsultation(WGN)
18Feb / Industry1toManyConsultation(AKL)
22Feb / Gen-i1on1
22Feb / TelstraClear1on1
22Feb / CallPlus1on1
23Feb / Vodafone1on1
23Feb / TelecomRetail1on1
25Feb / WxC1on1
16March(sessionbooked) / VodafoneCIO

WrittensubmissionswerereceivedfromVodafone,TCL,TelecomRetail,Gen-i,CloudPlusandCityLink.

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