PPC Industry Forum, 7 th December, 2006

1. PPC Industry Forum, 7th December, 2006

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 • Review of previous actions – Pauline Cowie/All • Product Development Update– Pauline Cowie/All • Product In Life Update – Pauline Cowie/All • QoS • Billing • Communications • AOB • Date of next meeting

4. Partial Private Circuits Action Point Review

5. Partial Private Circuits Response to Action Point 5/10 – “BT to review cancellation charges on Muxes to see if they are ‘cost oriented”

6. Partial Private Circuits Response to Action Point 5/10 – “BT to review cancellation charges on Muxes to see if they are ‘cost oriented” Proposed note to be added to CPL “Where excess construction charges have been agreed and work has commenced the customers will be expected to pay all costs incurred by BT”

7. Partial Private Circuits Response to Action Point 9/2 – “BT to consider adopting MSAN format for 1141 codes” BT will not be adopting the MSAN format for 1141 codes owing to the problems discussed at the last forum surrounding knock on effects of changing the codes, such as circuit location and distance. This issue will however be considered as part of the Geneva Billing development.

8. Partial Private Circuits Response to Action Point 3/5 – “BT to review the breakdown of charges of the different shift charges on the CPL, and look into the possibility of retrospection if appropriate.” BT had originally stated that circuits shifted prior to 23/12/02 would not be considered for potential retrospection. This was based on the assumption that there were very few PPCs provided prior to this date that had not been migrated. This assumption has proved to not be the case in some cases, so BT will now accept claims for potential retrospection prior to the date previously stated. The closing date for submission of claims will not be enforced, and a new closing date will be discussed at the PPC forum.

9. Partial Private Circuits Response to Action Point 9/1 – “How many times is Stop The Clock initiated because of a 3rd Party customer issue e.g. refusing access? Data to be fed back via Service Reviews. Service managers should be discussing all customer related delays at Service Review Meetings. However, further reminders have and will continue to cascade as a requirement for each meeting. Stop the clock, order rejections/referrals and cancellation should form part of these discussions. This should be happening as a matter of cause, but for those that haven't things should improve over the next few months or reviews.

10. Partial Private Circuits EAB update • Product Requirement Definition for the EAB report captured • EAB requests comparison of Retail versus PPC Fulfillment and Assurance reports to be more granular. The requirement is being assessed to enable BT respond with a proposal. • Automation of reports for timely production is to be developed • Other actions from EAB addressed. • Realistic comparators for FOCR measure between PPCs and PCs is unavailable. • Process diagrams show that the Assure and Fulfillment process are comparable for PPCs and PCs.

11. Partial Private Circuits Generic PPC & RPC Generic PPC & RPC Fulfilment Process Model – EAB Update Validate & Enter Order Validated Order Monitor & Manage order progress End to End (Task Scheduling, Jeopardy & In-Life Date Management) • Customer • eCo/ email/phone/fax No Route Available Determine whether an available route exists Customer Survey Inform Customer Excess Charges & Delivery Dates Review internal network & capacity Build required network & exchange fit Investigate external route (duct & fibre) Exchange Fit & Test Order Duct & Fibre Permissions Build required duct & tubes Duct Delivered Build required fibre / copper Fibre Delivered Customer Fit & Test Proven Network Connection Hand Over to customer Configure the Circuit to Customer Requirements Circuit Configured for Service Existing Available Route Allocated Same processes for Retail and Wholesale Note Process Timeline varies as PPC has an RRP option and the customer is informed of ECCs and Delivery Dates earlier than with RPCs.

12. FEC – see note2 FEC – see note2 See Note 1 End User Front office reception 1 8 Monitor Repair Progress & Customer Update (KCI) In-Life Management & KCI (across all process steps) Validated Fault Report Verify & Validate Fault Report 2 • BTW CS Diagnosed Fault Tasked for OR Field Repair • BTW Front Office 5b Perform Openreach Repair Perform Diagnostics 3 Diagnosed Fault Tasked for BTW Field Repair • Openreach Field • Contractors 4 Perform SDH Diagnostics • BTW Back Office • BTW NM • Spares Providers: • Vendors • Contractors • BT Stores Perform wholesale Field Repair 5a Obtain spares FieldRepair Completed Spares Obtained • Network Field (BTW) • Contractors Confirm Repair Successful 6 Proven Fault Clearance • Core Field (BTW) • SDH NMC • BTW 7 Hand Over to Customer & Fault Closure Restored Circuit Passed Back to front office reception • BTW Front Office Front office reception 9 Same processes for Retail and Wholesale See Note 1 End user Note2: Front End Clears (Non BT responsible faults) can be identified either at Verify & Validate Fault Report or Perform Diagnostics stages. These are returned to the customer and do not proceed further into the process flow. Note 1: Front office reception is either External CP or Retail fault reception point Partial Private Circuits BTW PPC Assurance Process Assurance Process – EAB Update

13. Partial Private Circuits Regulatory Update

14. Partial Private Circuits Product Development Updates PPC Enhanced – Update Spare Capacity Charging - Update

15. Partial Private Circuits QoS Performance – Reporting Update • Q2 Aggregated Report to be published on website • Q2 CP reports to be distributed. • PPC/Retail Comparison Q2 • CDD Retail 92.75% PPC 92.05% (93.51%) • Repair Retail 78.79% PPC 83.88% (86.34%)

16. Partial Private Circuits QoS Performance – Q2 • Highlights • The percentage of orders exceeding FOCR targets decreased or a 4th quarter in a row. The performance is 22.11% against 24.38 % in the last quarter. • Circuits supplied is up from 4070 to 4463. • The number of circuit faults on the network continued its decrease in this quarter from 8156 to 7696. This is against an increasing PPC population. • Lowlights • The percentage of orders exceeding FOCR on Highband circuits is still high. • Site access to Third Party customer locations formed a significant percentage of Stop the Clock instances this quarter.

17. Partial Private Circuits • Communications • Draft Product Handbook Issued – CPs invited to comment • PPC File Updates • PPC Enhanced Phase 2 Briefing • IRO Feedback request.

18. Partial Private Circuits A.O.B Next Meeting Scheduled 1st March 2007, 1pm. BTC, Business Showcase