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Operational Understanding

A foundation for a working relationship. Operational Understanding. Steve Vanderburg –Local Operations Staff For CLEC User Group meeting June, 22 2004. Purpose.

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Operational Understanding

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  1. A foundation for a working relationship Operational Understanding Steve Vanderburg –Local Operations Staff For CLEC User Group meeting June, 22 2004 Network Services Customer Services

  2. Purpose The purpose of the OPERATIONAL UNDERSTANDING is to establish a foundation or guideline for the working relationship between the CLEC Maintenance Service Centers and the BellSouth CWINS maintenance Center in support of Local Services. The OPERATIONAL UNDERSTANDING concentrates on those roles and responsibilities in which the work centers interact with each other. The OPERATIONAL UNDERSTANDING also defines interface tasks and guidelines necessary to complete those tasks. These tasks outline what information will be delivered between organizations, when it will be delivered, and how it will be delivered. Network Services Customer Services

  3. History BellSouth originally worked with AT&T representatives in January 1998 to create the first OPERATIONAL UNDERSTANDING document. BellSouth used the AT&T OPERATIONAL UNDERSTANDING as a model to create a standard OPERATIONAL UNDERSTANDING for all CLECs which was later referenced in the Standard Interconnection Agreements. Network Services Customer Services

  4. History- Continued The Operational Understanding – Customer Guide CG-OPEU-001 was originated and placed on the Interconnection web site in March 2000. The standard OPERATIONAL UNDERSTANDING is a “living” document and is typically reviewed annually and updated as required. Network Services Customer Services

  5. Operational Understanding Structure • Document Revisions • Assumptions • Communication Interfaces • Maintenance Responsibilities and Procedures • Maintenance Repair Guide • Disaster Recovery Network Services Customer Services

  6. Document Revisions Updates: The Operational Understanding can be updated as necessary as the CLEC Maintenance Service Centers and/or the CWINS continue to evolve and new services and procedures are introduced. CLEC Input: CLEC Changes can be submitted or requested through the CLEC User Group Steering Committee. These requests will be evaluated and incorporated into the Operational Understanding where universal center interface improvements are determined. (http://interconnection.bellsouth.com/news/usergroups/html/user_groups.html) Network Services Customer Services

  7. Assumptions The basic assumptions used in the development of the Operational Understanding are as follows: 1.This document is specific only to manual interfaces between the CWINS and the CLEC MAINTENANCE SERVICE CENTERS. Electronic interfaces are described in electronic documentation. 2.Any future BellSouth Maintenance Center restructuring will require an update to this document to reflect interaction with the CLEC MAINTENANCE SERVICE CENTERS. Network Services Customer Services

  8. Communication Interfaces The methods of communication between the centers to support the operational needs of CWINS and the CLEC MAINTENANCE SERVICE CENTERS may include, but are not limited to, telephone and electronic data interfaces. Examples of telephone calls between the CLEC MAINTENANCE SERVICE CENTER and the BST WORK CENTER include: • Clearance of an end user trouble • Status of trouble reports • Rescheduling of an end user dispatch • Reporting of network outages (BellSouth NMC) • An escalation on a reported problem Network Services Customer Services

  9. Maintenance Responsibilities and Procedures The Operational Understanding provides a description of the maintenance responsibilities for the BST and CLEC Maintenance Service Centers.  BellSouth is committed to providing maintenance service for its CLEC customers that is in parity with its own retail customers. Network Services Customer Services

  10. Maintenance Repair Guide The CLEC Maintenance repair Guide is intended to assist CLECs in providing their end-users with maintenance expectations. The maintenance Targets and guidelines contained in the section are intended to be used as a guide when discussing maintenance expectations with end users and are not the official performance measurements. Network Services Customer Services

  11. Maintenance Repair Guide - cont Maintenance targets are set and revised based on historical data as well as current conditions that might impact our ability to match the force with the load. Maintenance targets should also be used by the CLECs to determine when the escalation process should begin, however, the process should not begin until after the given targets are missed. Detailed procedures for escalating local service problems, issues or failed maintenance targets for local service can be found in Appendix A of the Operational Understanding. Network Services Customer Services

  12. Disaster Recovery The Disaster Recovery section of the Operational Understanding provides information on the general procedures that should apply to any disaster that affects the delivery of service for an extended time period. BellSouth commits to the restoration of service on a parity basis for Hospitals, Police, other emergency agencies or end users served by BellSouth or CLEC in accordance with the TSP priority restoration coding scheme that has been entered into the BellSouth Maintenance database prior to the emergency. Network Services Customer Services

  13. Questions? ? Network Services Customer Services

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