UNE-P Users Group Meeting September 24, 2002 Presented By Keith Futrell, I&M Support Specialist

1. Enhancing CLEC Customer Experience UNE-P Users Group Meeting September 24, 2002 Presented By Keith Futrell, I&M Support Specialist Paula Murphy, Non-Design Product Manager

2. Enhancing CLEC Customer Experience BellSouth can help CLECs enhance the service provided to their customers and increase efficiency and cost effectiveness by CLEC’s improving the following processes: • Submitting service requests • Receiving trouble reports

3. Enhancing CLEC Customer Experience BellSouth can help CLECs provide better customer service if CLECs can: • Provide complete & accurate end-user addresses • Obtain useful/accurate Local Contact (LCON) information from your customers (End-User) • Authorize inside wiring (IW) repairs on the initial visit

4. A. Complete & accurate end-user information results in a higher probability of: CLEC’s customers’ service provided when and where they need it (Service Affecting) Fewer follow-up contacts by CLEC (Cost Affecting) Fewer re-issued service orders (Cost Affecting) Enhancing CLEC Customer Experience How will these help CLECs better serve their customers?

5. B. Useful and accurate LCON information results in a higher probability of BellSouth being able to contact the end-user to: Verify end-user address (Service Affecting) Clarify or obtain end-user access(Service Affecting) Provide disposition of service requests to the end-user (ex. Service installed, facility problems, etc.) (Service Affecting) Enhancing CLEC Customer Experience How will these help CLECs better serve their customers?

6. C. Initial visit IW repair authorization results in a higher probability that: CLEC’s customers’ service can potentially be restored on the first repair visit (Service Affecting) Less cost to CLEC and their customers, if access can be gained, compared to BellSouth completing billable, deregulated repairs on a subsequent visit (Cost Affecting) Enhancing CLEC Customer Experience How will these help CLEC’s better serve their customers?

7. Enhancing CLEC Customer Experience Address ExampleService order example was extracted from an actual order but does not represent the entire service order. Identifying information was also changed.

8. Svc Order Example Enhancing CLEC Customer Experience I1 UEA IG2 CKL 2-8360 S Orange Blossom Tr, ORL, FL /LSO 407 240 /NCI 02LS2 /TAR 000,901 /SN – End User’s Name /LCON – Contact info provided by CLEC was a Tennessee contact Incorrect Address & No LOC - Construction Trailer • Correct address is 8350 S Orange Blossom Trail, Orlando, FL LOC Construction Trailer • An on-site LCON would have been more advantageous • Result: Incorrect address yielded end-user service delay

9. Svc Order Example – Regional Street Address Guide (RSAG) Information Enhancing CLEC Customer Experience REGIONAL STREET ADDRESS GUIDE 08-26-02 ADDRESS INFORMATION 16:10 HOUSE NUMBER 8350 SUFFIX ROUTE BOX DIR S STREET ORANGE BLOSSOM T/F TR S/F COMMUNITY ORL STATE FL ZIP 32809 NOTE: 8360 S. Orange Blossom Trail yielded an invalid street address.

10. Svc Order Example – End-User Page Enhancing CLEC Customer Experience DB9XM041 I0A END USER (EU) TCIF: ***9 JUMP TO: ____ AN: RESH/CC: PON: VER: SUP: ATN: LSRNO: THIS LSR: NEXT LSR: ========================= END USER FINAL BILL SECTION ========================= EAN: EATN: BILLNM: FBI: SBILLNM: STREET: FLOOR: ROOM: CITY: STATE: ZIP CODE: BILLCON: TEL NO: ========================= LOCATION AND ACCESS SECTION ========================= LOCNUM: 000 LOCACT: AACT: LCON: TEL NO-LCON: 615 591-XXXX IWO: IWCON: IWCON TELNO: NAME: SANO: 8360 SASF: SASD: S SASN: ORANGE BLOSSOM SATH: TR SASS: NCON: FLOOR: ROOM: BLDG: CITY: ORLANDO STATE: FL ZIP CODE: 32809 SADLO:

11. Enhancing CLEC Customer Experience Local Contact (LCON) InformationService order example was extracted from an actual order but does not represent the entire service order. Identifying information was also changed.

12. “LCON” Example Enhancing CLEC Customer Experience • Incorrect LOC –Unit 127 is correct • Incorrect end-user name • No Local Contact – LCON is employee of CLEC • BST technician spent considerable time attempting to locate end-user premise • Result: Incorrect LOC, end- user and LCON created delay provisioning the order IG2 CKL 3-2430 AIRPORT BLVD, PENSACOLA, FL /LOC UNIT 225 /LSO 850 432 /NCI 04DU9.1SN /TAR 117,707 /SN BAD DATA /LCON PAULA MURPHY, 850 202-1234

13. LCON Example – End-User Page Enhancing CLEC Customer Experience DB9XM041 I0A END USER (EU) TCIF: ***9 JUMP TO: ____ AN: RESH/CC: PON: VER: 02 SUP: 3 ATN: LSRNO: THIS LSR: NEXT LSR: ========================= END USER FINAL BILL SECTION ========================= EAN: EATN: BILLNM: FBI: SBILLNM: STREET: FLOOR: ROOM: CITY: STATE: ZIP CODE: BILLCON: TEL NO: ========================= LOCATION AND ACCESS SECTION ========================= LOCNUM: 000 LOCACT: AACT: LCON: TEL NO-LCON: IWO: IWCON: IWCON TELNO: NAME: SANO: 2430 SASF: SASD: SASN: AIRPORT SATH: BLVD SASS: NCON: FLOOR: ROOM: SUIT 225 BLDG: CITY: PENSACOLA STATE: FL ZIP CODE: 32504

14. LCON Example Enhancing CLEC Customer Experience Accurate LCON (EU) information on the service order could have allowed the BST installer to: • Attempt to contact the end-user for additional location information • Obtain a nearby working telephone number • Advise the end-user of further instructions

15. Enhancing CLEC Customer Experience BellSouth employees are PROHIBITED, during contact with a CLEC’s customer, from: • Comparing services offered by various CLECs to other CLECs or BellSouth services • Attempting to persuade a CLEC end-user to return to BellSouth • Making disparaging remarks/comments about CLECs.

16. Enhancing CLEC Customer Experience C. Authorization to Perform IW Repairs

17. Enhancing CLEC Customer Experience BellSouth must obtain CLEC authorization before performing billable repairs beyond the point of demarcation. • The ability to perform necessary repairs potentially puts the end-user back in service on the initial visit if the IW is defective. • Performing the maintenance on the first visit, if access can be gained, minimizes BST charges to the CLEC. (No trouble determination charges, if appropriate, plus any applicable maintenance charges when repair is completed.)

18. Enhancing CLEC Customer Experience HELPFUL RSAG HINTS FOR CLECs: • Verify end-user address in RSAG while your customer is on the line with you • If ‘valid address but no living units’ or multiple locations, ask additional probing questions • Ask the customer for their valid mailing address

19. Enhancing CLEC Customer Experience HELPFUL LCON HINTS FOR CLECs: • Obtain a valid LOCAL contact name and number • Ensure the LCON (EU) number is not the number being installed • An alternate valid “can be reached” number increases contact probabilities

20. Enhancing CLEC Customer Experience HELPFUL MAINTENANCE HINTS FOR CLECs: If inside wire (IW) problems are a possibility, obtain authorization to perform necessary maintenance from your customer when you take the trouble report from them and arrange for access. • Allows for IW repairs potentially on initial trouble visit • Minimizes BST charges to you • Reduces customer/end-user service outage

21. Enhancing CLEC Customer Experience SUMMARY Obtaining the following accurate information will allow BellSouth to better serve CLECs and their CUSTOMERS effectively! • Provide complete & accurate end-user addresses • Obtain useful/accurate LCON information • Authorize inside wiring (IW) repairs on the initial visit

22. Enhancing CLEC Customer Experience For UNE-P Users Group Meeting September 24, 2002 Thank You!