Best practice guide - Address Management 19 September 2014 Issue 1.4

Best practice guide- Address Management19 September 2014

Issue 1.4

Document History

Revision Author Date Notes to support updates

Issue 1.0 Ruby Vytelingum 7 August 2013 Updated following Draft publication to industry on 18 July 2013 and CP feedback

Issue 1.1 Ruby Vytelingum 6 January 2014 Updates following CP feedback through bi-laterals and internal stakeholders

Issue 1.2 Ruby Vytelingum 4 March 2014 Guide uplifted to include GEA-FTTP, FVA

Draft 1.3 Ruby Vytelingum 1 April 2014 Guide uplifted to include Ethernet

Issue 1.3 Ruby Vytelingum 15 May 2014 Guide reviewed to include CP feedback on Ethernet and GEA-FTTP

Issue 1.4 Ruby Vytelingum 19 September 2014 Guide uplifted to include the supporting processes for the Multiple Line issue

Slide 2

This best practice guide provides key information on how to manage addresses when interacting with Openreach to ensure your customer receives the service they have ordered and where required, will also help ensure a successful engineering visit. The guide is aimed at the CP’s business analysts, IT designers, product and process specialists.

When followed, this guide will help to reduce the likelihood of customer “no access” or readiness issues and assist our engineers to deliver the service that you have requested and will also reduce delays within the process. This guide will also highlight the importance of end customer address information to ensure that the emergency services database is accurate for all your WLR3 assets which Openreach has responsibility for onward passing the data provided by you (passing of data for LLU and FVA remains the CP’s responsibility).

The guide covers address management throughout the provision journey and includes best practice across our product portfolios - Wholesale Line Rental (WLR), Local Loop Unbundling (LLU-MPF), Generic Ethernet Access (GEA-FTTC), Generic Ethernet Access (GEA-FTTP) , Fibre Voice Access (FVA), Ethernet Access Direct (EAD) and Ethernet Backhaul Direct (EBD).

Step-by-step, the guide will take you through the key address related information that you should capture as a Communications Provider (CP) at the point of sale to submit to Openreach including:

– Searching for and matching an address – How to structure and create a new address into Openreach systems (excludes GEA-FTTC, GEA-FTTP

Greenfield/Brownfield and FVA) – Updating existing addresses held against an asset

The quality of the address captured will also impact your use of dependent dialogue services that will detail both the available services and line plant availability at an address that could impact the type of order you place and the lead time.

There is also a section for your development and IT teams to ensure information that is captured by your agents is transmitted to us accurately within the relevant fields.

Introduction Purpose of this guide

Slide 3

Address Matching is a pre-order Dialogue Service exposed to CPs which helps to streamline the ordering process by using addresses recognised by Openreach systems, or by creating temporary addresses. This dialogue service queries the Openreach NAD system and presents addresses known to Openreach and addresses in the Postal Address File (PAF) which are unknown to Openreach in order to identify whether a service request is against an existing known/matched or new address.

Search Address – Provides a list of addresses that match the criteria (up to a maximum of 200 records) Match Address – A unique matching of address data (not recommended and excluded from this guide)Get Address Details – Provides details of the address key (not recommended and excluded from this guide) Add Address – Creates a temporary address key where a match cannot be found (excludes GEA-FTTC, GEA-FTTP Greenfield/Brownfield and FVA)

When querying the address functionality we will return all addresses meeting your criteria and each address will be associated with a unique reference known as an “Address key” which in turn allows the CP to place an order.

There are three possible address keys: A “Gold key” is returned when an address is known within the NAD, and indicates an address which is or has been historically served by Openreach or has a pre-designed association to an Openreach network. A Gold key has an associated technology flag to indicate the network associations at a specific address and is generated by Openreach.“Silver Qualifier” returned when an address is not recognised within the NAD but is identified by the PAF against which a temporary “Silver key” will need to be created. A Silver key is automatically generated by Openreach when the CP requests for a temporary key by selecting a silver qualifier. A Silver key will only be created for Copper and Ethernet products not for fibre-only greenfield sites.When there is no Gold key or a Silver qualifier, a temporary “Bronze key” can be created for an unknown address (e.g. a brownfield site that hasn’t been recognised within the NAD or PAF). A Bronze key is generated by Openreach against the address created by the CP and can only be created for Copper and Ethernet products, not fibre-only greenfield sites.

Introduction Openreach Address Matching Dialogue Service

Slide 4

A Technology marker defines whether the premises has an association with the given technology infrastructure(s). The associations given can guide you in your choice of address for the desired product or service. Technology markers are only available on a Gold key; there will be no technology markers for Silver and Bronze addresses.

Throughout this guide, any reference to Silver, Bronze or temporary keys will apply to Copper, Ethernet and GEA-FTTP on Demand (FoD) products only and a Gold key applies to all products.

NOTE:

Copper based products are available at GEA-FTTP Brownfield sites but not at GEA-FTTP Greenfield areas.

GEA-FTTP on Demand (FoD) can be ordered with a Gold, Silver or Bronze key to a premises that is served by a GEA-FTTC enabled cabinet in a FoD enabled exchange, and all orders are subject to survey

FVA can only be ordered where GEA-FTTP Brownfield or Greenfield is available (but GEA-FTTP service does not have to be in situ) and with a GEA-FTTP Gold key.

Introduction Openreach Address Matching Dialogue Service

- Openreach Technology markers

Slide 5

The most important thing is for the address to be correct at the point of sale in order to ensure that the service is delivered correctly to the right premises, on the day required. The user (CP agent) should ask themselves if they are satisfied that they could easily find the premises with the address data they have provided.

Before going into detail, it is important to recognise that, whilst the use of a Gold key against the main address may appear to speed up order entry and lead times, the absence of any relevant flat number or sub-premises detail, may result in the engineer being unable to locate the customer or the service being provided to the wrong premises.

When requesting a service into a complex address, such as a multi-occupancy building e.g. flat, unit or a house that has been recently divided, it is important that all the relevant low level address details are captured accurately. In the house divided example, please do not select ‘1 The Close’ just to select a Gold key, if the actual address is now ‘1a or 1b The Close’.

Openreach maintains a version of the Postal Address File, maintained monthly with daily updates exposed to our customers as Silver addresses, and should only be used when a relevant Gold key is not returned. Only when you cannot find a Gold or Silver key, will you need to create a Bronze key.

Our process of address management also covers the area of “New Sites” where the premises has been built or re-developed on a greenfield or brownfield site; orders placed at these premises may be subject to longer lead times or in the case of fibre-only new sites subject to restrictions and this guide will provide guidelines on how you select the appropriate address.

Openreach has a range of character limitations with particular attributes within an address, and this guide will explain how you can get the best out of our address matching solutions and how you can structure new addresses when creating temporary address keys that in turn would minimise order delays and ensure that the emergency services database is accurate for all your assets, including WLR3.

Point of Sale Introduction

Slide 6

Subject Best Practice

Searching for a simple address (typically residential addresses)

When searching for an address for a new customer, we recommend in the first instance that you search with only a postcode in order to obtain the maximum number of results. The Search Address functionality allows you to search for an address and select the right address key to progress the order.

You can also use the ‘ThoroughfareName’ when searching for an address to narrow down the results. Please note that in some instances we may have shortened the ‘Street’ field from Street, Road, Close and Avenue to ‘St’, ‘Rd’, ‘Cl’ and ‘Ave’. Therefore you should also search using these abbreviations. In the case of a multi-occupancy unit, the ‘SubPremises’ field can return either “Flat 3” or “Appt 3” or “Apartment 3” or “Unit 3” or “3”. When you are certain about the sub-premises field, you should allow for flexibility in your systems or processes to select any of these to retrieve the appropriate Gold key rather than create a Silver or Bronze key. In cases where you are uncertain about the end customer location, you must select the correct sub-premises by selecting a Silver qualifier or creating a Bronze key.

If the expected Gold key is not present in the list of addresses, please use a Silver Qualifier and create an address using the correct format and structure. If we have been able to map this to a PAF address, we will associate a Silver key. GEA-FTTP service is always recorded against an existing Gold key so temporary addresses should not be created for that purpose. It will not be possible to raise a GEA-FTTP or FVA order against a Silver or Bronze key.

If there are no Gold keys or Silver qualifier that are relevant for the specific location, please create an address using the correct format and structure. This will be assigned a temporary Bronze key and can be used to submit your order. Temporary addresses should not be created for the purposes of enabling Copper orders for fibre-only served new sites.

Point of Sale Search Address

Slide 7



GEA-FTTP service availability is always recorded against an existing Gold key and the appropriate technology marker set to “Y” at designated served premises, and there is no concept of Silver or Bronze Keys in the order journey. FVA can only be ordered where GEA-FTTP is present. at both Brownfield and Greenfield sites.

The technology markers provided under Search Address will give you an indication on what products you can order as illustrated below.


Searched Address Results Products you can order Copper Point to Point Fibre

GEA-FTTP Brownfield

GEA-FTTP Greenfield

Gold, A00008409121, 1, Brasted Court, Southsea, Hampshire,...PO4 8SE

Copper Y N N N

Gold, A14359893089, Hthree 1, Telephone Exchange, Strand, Swans...SA1 2AB

Copper or GEA-FTTP Y N Y N

Gold, A13160444000, 1, Binnacle House, 10, Cobblestone Sq, Lond...E1W 3AR

GEA-FTTP N N N Y

Slide 8



In certain scenarios we will return both a Gold key and a Silver qualifier for the same address due to limitations on our systems where certain attributes are moved from one field to another, or missing. This is particularly evident in the Scottish tenements (defined in the Appendix) due to the structure of the Scottish addresses.In these cases, we strongly recommend that you select the Gold key rather than creating a Silver key as illustrated in the examples below.


Behaviour Gold key Silver key

The ‘Thoroughfare Number’ containing special characters such as ‘/’, will often be present in the ‘PremisesName’ field of the Gold key

Thoroughfare Number:Premises Name: 18/1Thoroughfare: Murrayburn Place

Thoroughfare Number: 18/1Premises Name:Thoroughfare: Murrayburn Place

The ‘ThoroughfareName’ & ‘DependentThoroughfareName’ for the same address are separately identified in the Silver key, but merged within the ‘ThoroughfareName’ field in the Gold key

Dependent Thoroughfare Name:Thoroughfare Name: Tibbenham Road, Fordmill Road

Dependent Thoroughfare Name: Tibbenham RoadThoroughfare Name: Fordmill Road

The Silver key stores both the ‘Locality’ and ‘DoubleDependentLocality’ whereas the Gold key only stores the Double Dependent Locality within Locality field

Locality: Miry LaneDouble Dependent Locality:

Locality: HuddersfieldDouble Dependent Locality: Miry Lane

Slide 9


Searching for a New Site address

New site addresses are initially recorded as developer addresses until the postal addresses are available from PAF and subsequently updated in our systems. In these cases, we strongly recommend that you check for developer Gold keys and do not create temporary addresses. Developer addresses can refer to plot numbers rather than house numbers and may use either full or partial post codes.


Slide 10


Searching for a complex address (typically business addresses)

When searching for an address for a new customer, we recommend in the first instance that you search with only a postcode in order to obtain the maximum number of results. The Search Address functionality allows you to search for an address and select the right address key to progress the order.

An example of a complex address is a business address. To increase your chances of finding an address where the postcode may have changed or you are unaware of the postcode you should attempt to match an address using a more advanced search supported by Building Name or Number, Street and Post Town. Please note that in some instances we may have shortened the ‘Street’ field from Street, Road, Close and Avenue to ‘St’, ‘Rd’, ‘Cl’ and ‘Ave’. Therefore you should also search using these abbreviations.

In the scenario when a premises spans across numbers such as 125-130, we would return 125-30 within the ‘ThoroughfareNumber’ due to systems character limitations restricted to six. In these instances, you should select the Gold key rather than create a temporary key in order to progress the order.

Organisation names are only required where they are needed to uniquely identify a Premises/Sub-Premises. In these cases, we strongly recommend that you select the Gold key rather than create Silver or Bronze key as illustrated in Slide 12. If you are uncertain about the Gold key that’s presented for the full address details, we recommend that you create a temporary Silver or Bronze key.

GEA-FTTP service availability is always recorded against an existing Gold key and the appropriate technology marker set to “Y” at designated served premises, and there is no concept of Silver or Bronze Keys in the order journey, as illustrated in Slide 8. FVA can only be ordered where GEA-FTTP is present. at both Brownfield and Greenfield sites


Slide 11


Behaviour Gold key Silver key

If there is only one organisation within the premises, then the organisation name will not be displayed in Gold key

Organisation Name:Premises Name: East BuildingSub Premises: Unit 71/72Thoroughfare Name: Gunwharf QuaysPost town: PortsmouthPostcode: PO1 3TX

Organisation Name: ADIDASPremises Name: East BuildingSub Premises: 71-72Thoroughfare Name: Gunwharf QuaysPost town: PortsmouthPostcode: PO1 3TX

If there are more than one organisation in a premises, then the organisation name will be returned within the ‘SubPremises’ field of the Gold key

Organisation Name:Premises Name: London Bridge StationSub Premises: Burger KingThoroughfare Name: Railway ApproachPost town: LondonPostcode: SE1 9SP

Organisation Name: BURGER KING (UK) LTDPremises Name: London Bridge StationSub Premises: Unit 10Thoroughfare Name: Railway ApproachPost town: LondonPostcode: SE1 9SP

If a premises with no name has only one organisation in it, then the organisation name will be returned within the ‘PremisesName’ field of the Gold key

Organisation Name:Premises Name: Mcdonalds Drive ThruSub Premises:Thoroughfare Name: Portsmouth RoadPost town: PortsmouthPostcode: PO6 2SW

Organisation Name: MCDONALDS RESTAURANTS LTDPremises Name: Sub Premises:Thoroughfare Name: Portsmouth RoadPost town: PortsmouthPostcode: PO6 2SW

If a premises with no name has more than one organisations in it, then the organisation name will be returned within the ‘SubPremises ‘ field of the Gold key

Organisation Name:Premises Name:Sub Premises: Barclays Bank Thoroughfare Name: Canada Square Building Number: 1Post town: LondonPostcode: E14 5AB

Organisation Name: CANARY WHARF LTD Premises Name:Sub Premises:Thoroughfare Name: Canada SquareBuilding Number: 1Post town: LondonPostcode: E14 5AB Slide 12


Searching for an address (typically business addresses)

Point to Point (P2P) Fibre technology is indicated by the relevant technology marker against an address. If there is an exact match between how the addresses are structured for different technologies, all the relevant technology markers will be indicated against the Gold key. If there is no exact match due to additional items such as room, floor and location you will need to create a temporary address via a Bronze key.


Slide 13

Searched Address Results Products you can order Copper Point to Point Fibre

GEA-FTTP Brownfield

GEA-FTTP Greenfield

Gold, Annnnnnnnnn, Gnd Floor Comms, Annandale House, 1, Hanworth Road…TW16 5DJ

Point to Point Fibre N Y N N

Gold, Annnnnnnnnn, Room Flr,Floor Gnd,Server Room, Doherty House, 2, Heathfield Terrace…W4 4JE


Gold, Annnnnnnnnn, Floor Gnd,Wall Stockroom, 29, High Street..CV37 6AU



Searching for an exchange address(Typically to place an Ethernet order)

When searching for an exchange address, we recommend in the first instance that you look for parameters such as an Exchange 1141, MDF ID, Site ID or LLUC number in order to progress an EAD or EBD order.

If you are not aware of the above parameters for the exchange you are looking to provide the service at, we recommend that you search for an address and select the appropriate Gold key.

Please repeat the same process for the other exchange and proceed with the order.


Slide 14

Point of Sale Add Address


Adding an address (typically residential addresses)

In scenarios where an address is not recognised within the NAD system or PAF and you have checked that it is not a GEA-FTTP fibre served new site address, you will need to create a temporary key. The Add Address functionality allows you to create a temporary key for a new address.

It is essential when creating an address that you structure the address correctly; this will also provide alignment to PAF standards. This information will also be stored within the NAD to allow validation during subsequent orchestration/provision requests received and also be stored in the Emergency Services Database for WLR3. It is vital that you capture the complete address for the end customer and transfer the details to Openreach in the appropriate fields of the ‘AddAddress’ Dialogue Service whilst creating a temporary key. In the case of multi-occupancy buildings, it is essential that you specify the Flat number within the ‘SubPremises’ field and not within ‘ThoroughfareNumber’.

When creating a temporary key for a complex address such as a multi-occupancy building e.g. flat, unit or a house that has been recently divided, you will need to ensure that all the relevant low level address details are captured accurately. If the actual address is now ‘1a or 1b The Close’, you should avoid using special characters (e.g. 1-a, 1_a, 1:a, 1;a, 1/a) unless they are in PAF for known addresses such as Scottish tenements or the Great Britain exceptions listed in the Appendix section. You should also spell out “Flat” or” Floor” in the “SubPremises’ in the case of multi-occupancy units and avoid using ambiguous abbreviations such as “Fl” to ensure the engineer knows the exact location of the installation.

Slide 15


Adding an address (typically residential addresses)

When adding an address and if you find that the Premises Name, Sub Premises Name and Organisation Name are mis-aligned in the Silver Qualifier, you should still create a Silver key rather than create a Bronze key, and our systems will automatically correct the address fields. However, in the case where you are creating a Bronze key, it is essential that you capture the address details in the relevant fields as illustrated in Slide 15. Please use the Organisation Name field only if it uniquely identifies the address where the service is being provided.

In cases where we return an address with no “ThoroughfareName” that is in line with PAF, we recommend that you select the Silver qualifier rather than create a Bronze key and add “NOST” (“No Street”) in the “ThoroughfareName” field.

In the cases where the CP is aware that a premises has undergone a change from e.g. ‘1 The Close’ to ‘1a The Close’, but we and PAF still record the old address, we recommend that you create a Bronze key


Slide 16


Adding an address (typically business addresses)

In scenarios where a business address is not recognised within the NAD system or PAF (e.g. a greenfield site), you will need to create a temporary key. The Add Address functionality allows you to create a temporary key for a new address.

It is essential when creating an address that you structure the address correctly; this will also provide alignment to PAF standards. This information will also be stored within the NAD to allow validation during subsequent orchestration/provision requests received and also be stored in our Emergency Services Database.

It is vital that you capture the complete address for the end customer and transfer the details in the appropriate fields of the ‘AddAddress’ Dialogue Service whilst creating a temporary key. In the case of multi-occupancy buildings, it is essential that you specify the business name within the ‘OrganisationName’ field and not within the ‘PremisesName’ field. Similarly, the unit number should be specified within the ‘SubPremises’ field, and not within ‘ThoroughfareNumber’.

In the case of non-served premises such as street furniture e.g. traffic lights, street cabinets, lifts, ATM pods adjacent to or outside a premise, petrol station next to a supermarket, car park kiosks or gas governors which are contained within the ‘PremisesName’, we recommend that you also provide the exact postcode for urban areas and the nearest serving postcode for rural areas. Any additional information on the siting of the street furniture e.g. nearby landmark or to specifically highlight that the installation is required for a petrol station and not the supermarket should be included in the ‘EngineeringNotes’ section of the WLR3 order or ‘SpecialArrangements’ section for LLU and GEA-FTTC.


Slide 17


Adding an address (typically business addresses)

For complex addresses such as a multi-occupancy building that has been recently divided into multiple businesses, you will need to ensure that all the relevant low level address details are captured accurately. If the actual address is now ‘1a or 1b The Close’, you should avoid using special characters (e.g. 1-a, 1_a, 1:a, 1;a, 1/a) unless they are in PAF for known addresses such as Scottish tenements or the Great Britain exceptions listed at the back of this pack. You should also spell out “Floor” in the case of multi-occupancy units split between different floors and avoid using ambiguous abbreviations such as “Fl” to ensure the engineer knows the exact location of the installation.

In cases where we return an address with no “ThoroughfareName” that is in line with PAF, we recommend that you select the Silver qualifier rather than create a Bronze key and add “NOST” (“No Street”) in the “ThoroughfareName” field.

In the cases where the CP is aware that an organisation has undergone a change from e.g. ‘Fish Club’ to ‘Bridges Newsagent’, but we still record the old organisation and PAF do not recognise the new organisation, we recommend that you create a Bronze key.

When creating a Bronze address for Ethernet EAD or EBD you need to include Room, Floor and Rack Id in the order, and not in the sub-premises field.


Slide 18

Use of special charactersUse of special characters

Postcode without separator

Postcode without separator

Data within incorrect fields

Data within incorrect fields

What good looks like What bad looks like

Point of Sale Structuring a Bronze key to PAF standards

Slide 19

Example illustrated via the Portal – same principles apply to B2B Example illustrated via the Portal – same principles apply to B2B


Missing keys or addresses

You may also find instances (e.g. as part of a Working Line Takeover or Migration) where the end customer already has an existing service and we are not returning a Gold key; in this instance you must use the ORDI facility to identify the correct address key. This service can be used even in instances where you are not providing any service at the premises as part of a working line takeover or migration. Similarly when you are providing a secondary service to an existing end customer, we strongly recommend that you follow the same process rather than create a Bronze key.

To generate a missing Gold key, please send an email to the Openreach Data Integrity (ORDI) robot with end customer address details in the subject line. Remember the postcode must be a full postcode, contain a single space and exist in the Post Office database. For example:

To: [email protected]: 99 Any Street, Any Town, PO1 2BZ

Point of Sale Missing Address

Slide 20

mailto:[email protected]


Targeting the correct line when placing a Working Line Takeover

There may be instances where the end customer or you (the CP) may not know with certainty the live service to target when placing a Working Line Takeover or Migration from MPF order at the premises. In some instances this may be caused by multiple lines existing at the premises. There are three distinct multiple line scenarios as outlined below and illustrated in Slide 23:

1.Multiple lines exist against a Gold key which correctly represents a single rateable property. E.g. multiple tenants sharing a single premises or a single tenant with both a “personal line” and a “business line”. 2.Multiple lines exist against a Gold key which represents a single rateable property. E.g. Gold key = “10 High Street” but 10 High Street is actually subdivided into 3 flats 10A, 10B, 10C . Silver addresses for the individual properties exist on NAD.3.Multiple lines exist against a Gold key which represents a single rateable property. E.g. Gold key = “10 High Street” but 10 High Street is actually subdivided into 3 flats 10A, 10B, 10C. Silver addresses for the individual properties do not exist on NAD.

If you do not know the appropriate line to target, you can work through a process of elimination, as outlined in Slide 24 and 25, in order to identify the correct location and address prior to placing a Working Line Takeover order. We do not recommend that you submit a Working Line Takeover if you

have any doubt regarding the appropriate line to target, as this could lead to erroneous line transfers. When none of the options work, you will need to place an appointed new provide order.

Point of Sale Do Multiple Lines exist at the premises?

Slide 21


Targeting the correct line when placing a Working Line Takeover

There are two additional options that are available to you that we recommend, that would enable you to identify the targeted line, as outlined in Slide 24 and 25 for MPF and WLR respectively, namely:

1. In the case when the target line is MPF, some of you extend a facility (MPF Access Line ID Helpline) whereby an MPF Access Line ID will be provided based on a valid CLI and Postcode being provided by the Gaining CP to the helpline. This can be used by the gaining CP to validate the correct line to place a Working Line Takeover order against.

2. Some of you provide the capability to return the CLI to the end customer by dialling 17070 for both MPF and WLR (if the customer is present at the premises).

Point of Sale Do Multiple Lines exist at the premises?

Slide 22

Point of Sale Illustration of Multiple Lines

10 Acacia Avenue

MPF Access Line ID 123


WLR Access Line ID 789

Flat 2



WLR Access Line ID 333

Flat 1

Flat 3

1 Gold key for 10 Acacia Avenue

1 Gold key for 10 High Street

10 High Street Flat 1 – Silver

address or no key

Flat 2 – Silver address or no

key

Flat 3 - Silver address no key

Scenario 1 Scenario 2, 3

Managed Line Plant Availability (MLPA) Dialogue Service


Address Matching Dialogue ServiceAddress Matching Dialogue Service



Address Matching Dialogue ServiceAddress Matching Dialogue Service

Line 1 Personal/CP1

Line 2 Personal/CP1

Line Business/CP2

Slide 23

Slide 24

Slide 25


Verification of address in KCI3

When a CP transfers a line to WLR or MPF, the gaining CP is informed of the installation address at the completion of the transfer as part of KCI3 notification (as illustrated in the Appendix). It is strongly recommended that the gaining CP should check the address attributes returned by Openreach with their address details which they have captured from their end customer. If there are any discrepancies with the key address attributes (postcode, building name/number, sub-premises) returned from Openreach, then CPs should send an address correction request to ORDI robot and the robot will make the following checks:

1.Asset DUNS ID is associated with requestor (requestor can be connected to multiple DUNS IDs)2.Neighbouring addresses are served by the same DP3.A manual check is carried out if the address seems inappropriate

Failure to verify and rectify your records can result in erroneous line transfers, disconnections or dispatching the engineer to the wrong address.

To make such address corrections, the CP needs to add the Directory Number or Service ID and end customer address details within the subject line or the body of the email, and send the email to ORDI robot. Remember the postcode must be a full postcode, contain a single space and exist in the Post Office database. For example:

To: [email protected]: 01234567890: Address=99 Any Street, Any Town, PO1 2BZ orTo: [email protected]: LLES1234567: Address=99 Any Street, Any Town, PO1 2BZ

Post Installation Managing Addresses against your assets

Slide 26




Maintaining accuracy of historic address issues

If you discover that the address details (e.g. ‘PremisesName’, ‘ThoroughfareName’) we hold against your customer is incorrect or incomplete, we recommended that you contact the ORDI team to get the address corrected. The CP User will require additional priviledges to use the ORDI process as outlined in the Appendix.

This service exists to accurately enable users and to cover the scenarios where CPs have been notified of an address correction. For instance, Openreach may provide the service to an address recorded as “Plot 52, Tim Homes Development” but later on a postal address it may get registered as “12 Acacia Drive”. It is critical for CPs to correct the address within Openreach system which would also ensure the Emergency Services Database for your WLR3 assets is up to date.

In the case of Copper New Sites, CPs should go through the existing processes for creating a temporary key and update the address details at KCI3.

To make such address corrections, the CP User needs to add the Directory Number, Service ID, ONT Reference and end customer address details within the subject line or the body of the email, and send the email* to ORDI robot. Remember the postcode must be a full postcode, contain a single space and exist in the Post Office database, e.g.

To: [email protected]: 01234567890: Address=99 Any Street, Any Town, PO1 2BZ orTo: [email protected]: LLES1234567: Address=99 Any Street, Any Town, PO1 2BZ

Post Installation Managing Addresses against your assets

Slide 27



The address information you provide will be used by the Police, Fire and Ambulance and by BT to provide the 999 service which allows the caller to contact emergency services for urgent assistance. It is not an overstatement to say that accurate address information can and does save lives. Ofcom recognises this and is working with industry to monitor this address quality. General Condition 4 refers to the provision of address data to the Emergency Services: “The Communications Provider shall, to the extent technically feasible, make accurate and reliable Caller Location Information available for all calls to the emergency call numbers “112” and “999”, at no charge to the Emergency Organisations handling those calls, at the time the call is answered by those organisations.” When you provide Openreach with a customer’s name and address we pass it to BT’s 999 Call Handling Service. They in turn use that information to route 999 calls when they are made and to pass the location on to the emergency authority (EA). From the 999 service’s point of view and in rough descending order of importance the information they need is: 1) Post code – this routes the call to the EA serving that geography and is used by the EA to locate the caller2) Premises – coupled with the postcode can usually uniquely locate the caller3) Name for:

• Consumer - the person most likely to make the call (not always the bill payer). If the ‘premises’ are wrong, neighbours can help locate by name.

• Business - the ‘name above the shop door’ as it’s easier to locate ‘PC World’ on a retail park than ‘Unit 3’.

Please note that it is the CP’s responsibility to maintain the accuracy of the address information. For WLR3, Openreach takes responsibility only for passing the address information to the Emergency Services Database and for MPF it the CP’s responsibility to pass the address information to the Emergency Services Database. As Openreach does not have visibility of the Caller Line Identification (CLI) details for FVA service, similar to the way MPF is operated, it is the CP’s responsibility to ensure the correct address information is always lodged with the Emergency Services Database for FVA.

IT Design Emergency Services Database (ESDB)

Slide 28

As our CP customer IT design community, you have the ability to ensure the solutions work effectively and efficiently end to end. You share responsibility for increasing the success of these solutions from the first customer contact, to the service being provided and billed.

The slides that follow highlight key information that your agents can capture in the correct fields to pass them onto Openreach. It is very important to note that each of these fields have character length limitations and any extra characters you may provide will get truncated and important information may not reach our engineers. Hence it is key that you highlight to your agents, where possible, that they have exceeded the character length limit for a specific field.

If you are a B2B CP, you need to refer to the XML definition document which Openreach publishes as part of release documentation. If you are a portal CP, most of these character length validations will be carried out by the portal during your order journey.

IT Design Best Practice for the Design Community

Slide 29

Field name (Portal) Field Name (B2B) Description

Organisation name OrganisationName The name of the organisation in the PAF field. E.g. Marks & Spencer plc

PO box POBoxThe end customer’s post box number. Example: 200. Not recommended or required for the purpose of address management

Sub building SubPremisesA building or property or site that has been sub divided. When this information has been specified, an associated building name or number should also be specified. E.g. Caretaker’s Flat, 10B, Flat 1

Building name PremisesNameIndicates the building or property name or site. E.g. Industrial estate, Hillcrest Court, Jackson Tower, Victoria House

Number ThoroughfareNumber This is essentially the building or street number E.g. 40, 40B, 100

Dependent thoroughfare

DependentThoroughfareNameThis is necessary when a thoroughfare name exists more than once within a town, and the additional information will uniquely identify each oneE.g. 1 Gorse View as illustrated in slide 22

Street ThoroughfareName This is the street name. E.g. High Street, Station Road, Lime Tree Avenue

Double dependent locality

DoubleDependentLocality

It exists when a thoroughfare exists twice within the same dependent locality which is an area or region of a town. In this case, the thoroughfare needs to be identified by a further locality i.e. the double dependent locality.E.g. Netherthong and Thongsbridge in Huddersfield as illustrated in slide 22

Locality LocalityA town or village within the boundaries of a main town. Addresses do not always have this field, so may be empty but must align with PAF address data. Examples: Ealing, Kensington

Post town PostTown The post town is always present in a PAF address. Examples: Badminton, Banbury, London

County CountyThe address county. Examples: Oxfordshire, Surrey. This is particular important to help our engineers narrow down a location e.g. Whitchurch Street or Road in Buckinghamshire, Cardiff, Devon, Hampshire

Postcode PostCodeThe postcode for the address, comprising the out code (the characters preceding the space) and the in code (the characters following the space). Examples: SM2 5DY, SE16 7AD

Field not available CountryThe country to which the address belongs (i.e. Great Britain) . Not recommended or required for the purpose of address management

Easting xGeographic coordinates for a point. Easting refers to the eastward-measured distance (or the x-coordinate) on the British National Grid, to the nearest metre

Northing yGeographic coordinates for a point. Northing refers to the northward-measured distance (or the y-coordinate) on the British National Grid, to the nearest metre

IT Design Fields used in creating an Address key

Slide 30

Examples of Address fields

1 Gorse ViewWestletonSaxmundhamSuffolkIP17 3BW

1 Gorse ViewSchool RoadKnodishallSaxmundhamSuffolkIP17 1TS

Dependent Thoroughfare Name

A dependent thoroughfare name is necessary when a thoroughfare (street) name exists more than once within a town, and the additional information will uniquely identify each one.

Double Dependent Locality

Exists when a thoroughfare exists twice within the same dependent locality. In this case, the thoroughfare needs to be identified by a further locality i.e. the double dependent locality.

2 Miry LaneNetherthongHolmfirthHuddersfieldHD9 3UQ

2 Miry LaneThongsbridgeHolmfirthHuddersfieldHD9 7RY

Slide 31

Examples of Address fields

Acme Services Ltd

8

Diamond Business Park

Sandwash Close

Rainford Industrial Estate

Rainford

St Helens

WA11 8LU

348754

399980

Organisation Name

Number

Dependent Thoroughfare

Street

Double Dependent Locality

Locality

Post Town

Postcode

Easting (X)

Northing (Y)

Sub building

Building Name

Street

Post town

County

Postcode

Flat 1

Chandlers Court

Briton Street

Southampton

Hampshire

SO14 3EY

Sub Building

A building or property or site that has been sub divided. When this information has been specified, an associated building name or number should also be specified. E.g. Caretaker’s Flat, 10B, Flat 1

348754E

399980N

Dependent Thoroughfare / Double Dependent Locality / Coordinates

Slide 32

This slide illustrates the character length limits in various field s within Openreach systems and the Emergency Services Database, due to which, Openreach needs to make certain adjustments to the address data received from PAF or CPs.

Post Town

Dialogue Service Character Length CSS Character Length ESDB (999) Character Length

Premises Name

Sub Premises

Organisation Name

Thoroughfare Number

Thoroughfare Name

Dependent Thoroughfare

Sub Premises

Thoroughfare Name

Thoroughfare Number

Premises

Locality

Post Town

County

Post Code

Easting

Northing

Premises

Locality

County

Post Code

Thoroughfare

Locality

Post Code

45

28

6

56

28

28

28

8

60

55

30

200

30

10

100

100

50

50

50

8

12

12

Double Dependent Locality 50 30

9

NAD

If Locality + Post Town exceed 30 char, Post Town will be omitted. If Locality exceeds 30 char, then it will be truncated to 30

If DoubleDependentLocality + Locality exist, we will retain DoubleDependentLocality within the Locality field

If SubPremises + Premises exceed 60 char, then the data is truncated from the end of Premises

If ThoroughfareNumber + ThoroughfareName exceed 55 char, then data is truncated from end of Thoroughfare Name

If ThoroughfareName + DependentThoroughfare exceed 55 char, ThoroughfareName will be truncated

OrganisationName is added into SubPremises or Premises field if needed to uniquely identify the address. If it exceeds the character length, it will be truncated to fit within the allowed limit

CP System Openreach System Emergency Services Database

IT Design Structure and mapping of an address across systems

Slide 33

Appendix

ALID – Access Line ID CLI – Caller Line Identification INS – Integrated Network System FVA – Fibre Voice Access FoD – GEA-FTTP on Demand NLPG - National Land & Property Gazetteer ORDI – Openreach Data Integrity PAF – Postal Address File

Glossary of terms

Slide 34

Greenfield Site

It is a new build or housing development (a New Site) where no BT Network has previously been deployed. Planned network infrastructure can be Fibre-only, Copper-only or both Fibre and Copper.

Brownfield Site

It is a existing commercial or residential location where there is existing Openreach Copper Network infrastructure.

Scottish Tenement

There is no official description of Tenement, but it is very similar in its characteristics to a block of flats. They would have a shared stair well and would be split into separate flats. A tenement would have an address record for each flat within the property. The term would also only be used in a residential capacity as well.

The phrase ‘multiple occupancy’ might be used in the way that a halls of residence functions, i.e. multiple student flats in one block but have a shared delivery point and therefore might be one record within a gazetteer.

There is no specified ‘standard’ for numbering.

Welsh addresses

Addresses in Wales can be recorded in English only, Welsh only or a combination of both if a bilingual gazetteer is available. They should conform to BS7666 / National Land & Property Gazetteer (NLPG) standards for England/Wales.

Whilst Openreach stores Welsh addresses in their original format, we can only guarantee their accuracy and spelling in English. We recommend that English addresses are used instead of Welsh addresses.

Appendix Glossary and Definitions

Slide 35

Postcode Style Count

NE1 6BG N/NN 144

M7 4PE Flat N/NN 30

ST13 8AT Flat N/N A/N 24

LS11 5QG Unit NN/NN 7

WA4 6QQ Unit NN/N 5

B62 8EB Unit AN/N N/N 4

EX1 1UF Flat 13/1 1

SW7 4BG Flat A-H & G/I 1

UB6 7TZ Unit NN/N 1

Below is a list of exceptional postcodes in Great Britain which contain “/” and the number of instances they occur as highlighted under “Count”. You need to be aware of this when structuring temporary address keys, although we do not recommend hard coding “/” in your systems as the list of exceptions could change.

Appendix Sub Premises – exception as of 27 June 2013

Slide 36

Below is a list of special characters which are valid to be used while creating an address. If you use any other special characters, it is very likely that your order will be delayed or cancelled.

Character Description! Exclamation point

& Ampersand

( Left parenthesis

) Right parenthesis

- Hyphen

' Apostrophe

. Full stop

/ Forward slash

Appendix Special characters that can be used in structuring

an address

Slide 37

The example below illustrates how the address details are returned to CPs in the KCI3 notification

Appendix Address returned in KCI3 notification

<utcc:Address><utcc:BritishAddress>

<utcc:OrganisationName>OrganisationName</utcc:OrganisationName> <utcc:POBox>POBox</utcc:POBox> <utcc:SubPremises>SubPremises</utcc:SubPremises> <utcc:PremisesName>PremisesName</utcc:PremisesName> <utcc:ThoroughfareNumber>123</utcc:ThoroughfareNumber> <utcc:DependentThoroughfareName>DependentThoroughfareName</utcc:DependentThoroughfareName> <utcc:ThoroughfareName>ThoroughfareName</utcc:ThoroughfareName> <utcc:DoubleDependentLocality>DoubleDependentLocality</utcc:DoubleDependentLocality> <utcc:Locality>Locality</utcc:Locality> <utcc:PostTown>PostTown</utcc:PostTown> <utcc:County>County</utcc:County> <utcc:PostCode>IP1 2RE</utcc:PostCode> <utcc:Country>Country</utcc:Country>

</utcc:BritishAddress> </utcc:Address>

Slide 38

Appendix Service exclusion areas and general exceptions

Slide 39

Address exception list

Openreach maintains a list of known addresses where it does not provide a copper network, due to geographical limitations or commercial reasons e.g. for GEA-FTTP sites only, Hull or “locked out” sites. This list is published at www.openreach.co.uk/addressexceptions. We strongly recommend that you do not place orders against these addresses, and any orders that are placed will be manually rejected by Openreach.

Managing addresses against your assets

The CP User requires additional priviledges to request address corrections to the ORDI robot referred to in Slide 17, 18. There is an existing process for registering first time users who wish to use the ORDI facility – this can be found under the Customer IT Zone - “Fixing Suspect Data Integrity Issue.pdf”.

Northern Ireland addresses

Certain rural parts of Northern Ireland use a ‘Townland’ address naming convention, which represents a small geographical division of land. This convention necessitated that some addresses required the end customer names to be included in the address to ensure it was unique. Openreach only use end customer names in these addresses where it exists in PAF.

Exchange parameters

1141 – Exchange Identifier from INS (Integrated Network System)MDF ID – code given to Main Distribution Frame in an exchangeSite ID – code given to every BT exchangeLLUC (LLU Code – Openreach generated code) – CP’s unique location identifiers (e.g. one rack or multiple racks)

http://www.openreach.co.uk/addressexceptions

Appendix Background to the NAD system

Slide 40

Openreach NAD

CSS

PIPeR

INS

Postal Address

File

Ordinance Survey AL2

File

Network Addressing

Team

Phoenix

The end customer’s postal address is the address for service provision, the details of which is held in the NAD database within the Equivalence Management Platform (EMP)

The NAD uses the Royal Mail Postcode and Address File (PAF) data for UK locations which is regularly updated and is Openreach’s primary source of information. The Ordinance Survey Address Level 2 file is used as a secondary source to obtain related co-ordinate data. The NAD database contains addresses and indicates when known associations to bearer technologies exist

Interfaces between NAD and the Copper inventory (CSS), the GEA-FTTP Inventories (PIPeR and Phoenix) and the Point to Point Fibre Inventory (INS) exist, enabling changes to be updated

When handling addressing fallouts requiring changes to address details, the Network Addressing Team (NAT) updates the CSS (which in turns feeds into NAD) as required and as part of the order journey

On the right is a diagrammatical representation of how the NAD gets its data

EMP

Documents

Best practice guide - Address Management 19 September 2014 Issue 1.4