Working with Openreach Openreach Service Management Team

1. Working with Openreach Openreach Service Management Team Irene Lowden and Lisa Niven

2. Agenda • Openreach – Who are we and what do we do? • Getting Started: Systems Access etc. • Product Portfolio • Service Products • Supporting Information • Technical Information • Training/ Self Serve Tools /The Openreach Portal • Building your Dashboard/Bookmarking Favourites • Dialogue Services • The CP Administrator • Order and Fault Tracker • Serious Incident Alerts/Briefings • Service Updates • Customer Information Zone • Your Customer Virtual Team (CVT) • The Customer Experience Service Manager role • The Customer Service Plan (CSP) • Escalations • (Disputed No Access (DNA) • CP Resolution Service • Directors Service Office (DSO) • Complaints • Number Portability • Network Rearrangement • Pricing • Billing • Directories • Network Addressing • Forums • Application Support Desk • Customer IT Zone • Close

3. Openreach: Who are we?

4. Openreach: Who are we? The creation of Openreach in 2006 puts responsibility for the access network into the hands of one organisation, creating an environment in which Communication Providers can compete on a level playing field and enjoy reliable and fit-for-purpose service. Our engineers work on behalf of all Communication Providers, enabling them to provide their end users with everything from analogue telephone lines and call packages to high-speed broad-band connections and complex networked IT solutions.

5. Openreach: Strategic Objectives • Deliver service right first time • Deliver a robust infrastructure • Lead the transformation of the UK access network • Operate a safe business • Enable everyone in Openreach to deliver what is required of them • Make it easy for customers to do business with us • Create an environment for sustainable long term investment

6. Getting Started Please note that all url’s in this pack will only work once logged into the Openreach website

7. Getting Started: The tools you need

8. Our Product Portfolio

9. Our Product Portfolio • Wholesale Line Rental: • PSTN • Multi lines • ISDN2 • ISDN30 • Site Lines (e.g. Portakabin) • Ethernet: • EAD – Ethernet Access Direct • EBD – Ethernet Backhaul Direct • WES – Wholesale Extension Services • WEES – Wholesale End to End Ethernet Services • BES – Backhaul Extension Services • OSEA – Optical Spectrum Extended Access • Local Loop Unbundling (LLU)

10. Service Products

11. Service Products: Portfolio Products • Time Related Charges • Excess Construction Charges • Novations • Name Changes • Customer Verification Facility • Non Standard Lines • Events and Exhibitions • Stand Alone Survey (ISDN30 and Ethernet products only) http://www.openreach.co.uk/orpg/home/products/serviceproducts/service_products.do

12. Service Products: Service Based Solutions • Engineering Services • Tailored solutions on non- Openreach Network assets • Service Solutions • SMC Services (e.g.MEUPAC*) • Project Services • Advisory Services (expert help and guidance) • Office Services http://www.openreach.co.uk/orpg/home/products/serviceproducts/service_products.do * MEUPAC detailed in next side

13. Service Products: Service Based Solutions MEUPAC (Managed) End User Pre appointment calling (MEUPAC) • All WLR3 appointed provision orders will receive an automated message by means of a phone call to the Communications Providers end users 2 days prior to the scheduled visit • No charge for the basic service • CP’s have seen improvements relating to reduction of missed appointments and reduction in abortive visit charges “A real success with this, it’s been highlighted at MD level and is seen as a massive change in the whole appointing issues we were having.” To Opt out / In - Email service.solutions@openreach.co.uk. Subject Line should contain Opt Out or Opt In

14. Service Products: Service Management Tools • Order and Fault Tracker • Proactive SLGs http://www.openreach.co.uk/orpg/home/products/serviceproducts/service_products.do

15. Supporting Information

16. WLR3 Product Guides • All products have their own guide – • PSTN (Wholesale Analogue Access) • http://www.openreach.co.uk/orpg/home/products/wlr3/pstn/pstn.do • ISDN2 (Wholesale Digital Access) • http://www.openreach.co.uk/orpg/home/products/wlr3/isdn2/isdn2.do • ISDN30 (Wholesale Digital Access) • http://www.openreach.co.uk/orpg/home/products/wlr3/isdn30/isdn30.do

17. Technical Information

18. Technical Information • Response Codes - http://www.openreach.co.uk/orpg/customerzone/ciz/home.do • Technical Spec on all Releases • WLR Complex Order Guide - • http://www.openreach.co.uk/orpg/customerzone/products/wlr3/isdn2/businessprocess/processdescription.do • Orchestration Matrix (covers lead times) • PSTN-http://www.openreach.co.uk/orpg/customerzone/products/wlr3/pstn/releasedocumentation/pstnreleasedocumentation.do • ISDN2 - http://www.openreach.co.uk/orpg/customerzone/products/wlr3/isdn2/releasedocumentation/wlr3isdn2releasedocumentation.do • ISDN30 - http://www.openreach.co.uk/orpg/customerzone/products/wlr3/isdn30/releasedocumentation/wlr3isdn30releasedocumentation.do

19. Training The Openreach Portal Self Serve Tools

20. Training

21. Training • WLR3 PSTN TRAINING • Who are we? • What makes up our Network? • What causes a fault/diagnosis? • http://www.openreach.co.uk/orpg/customerzone/products/wlr3/pstn/description/pstntrainingpack.do • EXPECT OPENREACH* • Learn about Openreach • Your role • Training Zone – CBT to reinforce understanding • http://www.expect.openreach.co.uk/ • OPENREACH PORTAL CBT’S • A quick tour of the interface • Navigation of the portal • Personalising the portal • Using the Search facility • http://www.openreach.co.uk/orpg/home/helpandsupport/help_support.do * Excludes Northern Ireland

22. Training • SELF HELP GUIDE FOR WLR3 ISSUES http://www.openreach.co.uk/orpg/customerzone/ciz/home.do • HOW TO GUIDES http://www.openreach.co.uk/orpg/home/helpandsupport/how-toguides/howtoguides.do • Including Best Practice Guide – Booking in an engineer visit • BUSINESS PROCESSEShttp://www.openreach.co.uk/orpg/customerzone/products/wlr3/pstn/businessprocess/processdescription.do • Appointing • Address Matching • Change of Address • Numbering

23. Self Serve Tools

24. Self Serve Tools

25. The Openreach Portal

26. The Openreach Portal: www.openreach.co.uk The Openreach Portal is a key information and collaboration tool that can facilitate open and dynamic engagement with you (our customer). Through the Openreach Portal ,you will have access to the following facilities: • News and Briefings on Openreach and our products • Access to Dialogue Services such as Appointing Services, Number Portability etc. • Access to other applications such as eBilling and Openreach Analytics • Access to the Openreach Collaboration Area • Access to Customer IT Zone To gain access to the portal and the services available within, your CP Administrator can support

27. The Openreach Portal:www.openreach.co.uk

28. Building your Dashboard/Bookmarking Favourites

29. Registering your Favourite Pages

30. Registering your Favourite Pages

31. Dialogue Services

32. Dialogue Services/Service Support

33. What services are available? Customers can request access to the following dialogue services and applications on the Openreach portal directly. This will generate a request to your CP Admin. The CP Administrator must personally have access to these services before he/she can grant access to others • Line characteristics • Enhance line characteristics (For GEA) • Appointing services for LLU and WLR • Address matching • Network availability • Line test and diagnostics for LLU and WLR • Service test (For GEA) • Number portability checker • E-Billing • Openreach Analytics • Simultaneous order checker • MAC checker • Tie pair report • Manage line plant availability • Manage Friendly URL Resolver • Obtain installation details • Number reservation & management • Number portability (WLR) • Manage linked order • Statement of requirement • Shared Calendar • Calling and network features • Test access products • Tie pair checker • RAD View

34. Your CP Administrator

35. Your CP Administrator What is CP Administrator? • A CP Administrator has access and data rights relating to users within the company. • There can be more than one CP Admin for a given company. – additional CP Admin rights can be granted by the initial CP Admin via the portal • CP Admin bridges the gap between CP portal users (customers) and the Application Support Desk. The following defines the CP Admin role and functionality: • Manage groups of users within the organisation. • Manage access to applications such as dialogue services and workflows. • Generate and view required reports. CP Admin Portal Training Presentation: https://www.openreach.co.uk/orpg/home/helpandsupport/how-toguides/howtoguides.do

36. Where Can I Find Details of my CP Administrator

37. Order and Fault Tracker

38. Order and Fault Tracker • Self Serve Tool to view underlying Engineer/SMC notes • Access granted via the Openreach Portal • Orders/Faults closed within previous 14 days • Orders/Faults associated with TRC charges, until next billing cycle • Guides and Training Material including videos and Compute Based Training • Acronyms and short code explanations (Jargon Buster) • http://www.openreach.co.uk/orpg/home/products/serviceproducts/orderandfaulttracker/orderandfaulttracker.do

39. Order and Fault Tracker

40. Order Tracker

41. Fault Tracker

42. Serious Incident Alerts/Briefings

43. Subscription

44. Subscribe for Updates

45. Service Update Information

46. Service Update Information

47. Service Update Information

48. Customer Information Zone

49. Customer Information Zone

50. Customer News Centre http://www.news-openreach.co.uk/