BT Wholesale Ethernet Roadmap Release Update 9 th November 2012

BT Wholesale Ethernet Roadmap Release Update

9th November 2012

Agenda topics

Topic Speaker

Release AE update Shaun Harrison

Batphone capability for proactive order management process

Iain Harrison

Release AF update Shaun Harrison

Release AF eCoPlus portal improvements for order placement

Iain Harrison

Bespoke AccessGEA - Ordering guide & roll out update

Verbal update – Shaun Harrison

Online improvements – introducing Business Zone Nigel Hannant

Confidentiality & legal statement

The information contained in this Presentation slide-pack is confidential information for discussion purposes only and should not be disclosed without British Telecommunications plc (BT's) permission. Please treat it accordingly and do not forward, republish or permit unauthorised access.

Please note that BT has taken reasonable care to check that the information contained in this Presentation slide-pack is accurate at the time of issue, however, it is subject to change. In relation to any products/services referred to in this document which are currently under development and/or trial, BT gives no undertaking or other commitment that the product/service will be made commercially available.

References to any such service and time scales contained within this document are indicative and estimates for information purposes only and these and other information do not constitute any contractual or other obligation. Applicable BT standard terms and conditions apply.

© British Telecommunications plc, 2012 British Telecommunications plc Registered office: 81 Newgate Street London EC1A 7AJ Registered in England no: 1800000

Roadmap release update

Release AE

Shaun Harrison

LEGAL NOTICEThe information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate at the time of writing and is subject to change.

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Area Details Product Position & Benefits Launch Date

L2C Cycle Time improvements:• Front end portal improvements /

Enhancements to eCoPlus Portal

• Making portal navigation easier & simpler to use for order placement.

Oct 2012Launched

L2C Cycle time improvements:• Batphone

• Allows easy contact if further contact details / other queries are required / need to be resolved “on the day” to help avoid delays

Iain Harrison will provide fuller info shortly

Oct 2012Launched

T2R Portal changes & PEWs • To provide a warning message of possible charges being levied if/when a they have run a diagnostic test which has given a pass or if the defect is found to be within their domain and they proceed to raise this as a fault into BT.

• Simpler PEW notifications providing a single notification of all their impacted services rather than currently receiving multiple notifications.

Oct 2012Launched

L2C VPLS - ELAN Co-ordinated Handover KCI Improvements

• Improved content and presentation of information within KCI messages for ELAN co-ordinated handover:

• Improved accuracy in terms of date for co-ordinated deliveries

• Simpler information when there are multiple staged deliveries being offered

Q4Operational testing to be completed before-hand

L2C MSIL Service Handover KCI • An amendment to the existing MSIL service handover KCI where we are providing service configuration details, (in an attachment), to the customer as we do for EAD Fibre and copper services.

Oct 2012Launched

Release AE roadmap update

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Iain Harrison


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• This process is aimed at resolving ‘on the day’ site access issues during planning/engineering visits whilst the OR engineer is still at customer site. It is to avoid delays and deemed consent being applied

• We need to capture a Helpdesk number from you to be used when the primary and secondary contacts are unreachable on the day of the installation.

• This number will typically be a Helpdesk which is manned during office hours and will have the ability to identify who has the authority to resolve any urgent customer site access issues.

Next Steps:• If you have not yet done so, please provide your Helpdesk number to

[email protected] for use as part of our Batphone databank as soon as possible.

• This process is being deployed from November 2012 for EST orders only.


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Roadmap release update

Release AF

Shaun Harrison


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Area Details Product Position & Benefits Launch Date

L2C Cease journey improvements –• Stopping bills at leadtime CRD

• Bills to stop at leadtime CRD. * CRD for ceases have a minimum notice period based on the contractual notice *

Jan 2013

C2M Bespoke Access Service • All aspects of a Bespoke Access Solution, including: - amend an inflight order - ability to quote - provide Etherway orders over a Bespoke Access Solution - repair - cancel order - cease order

Q1

T2R T2R improvements – • mandatory usage of stand alone line

test; EAD Alarms Consumption;

• Reduction of unnecessary fault reporting and raising of faults, through an introduction of mandatory self-diagnostic test on the Portal before being able to raise a fault.

• Changes to the amend fault journey to enable visibility if any amendments customer makes to fault details after they have been submitted (currently only visible internally).

Jan 2013

L2C Order journey improvement –• Exchange Capacity Check

• In case there is a shortfall on the first exchange an option will be provided via an alternate exchange.

• One-off and rental price for both the exchanges will be available.

Jan 2013

L2C Further Cycle Time improvements:• Front end portal improvements /

Enhancements to eCoPlus Portal

• Further portal improvements for order placement:• Simplifying & shortening the order entry journey time• Iain Harrison to detail further

Jan 2013

Release AF roadmap update

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Dec 2011

Jan- March 2012

April– June 2012

July – Sept 2012

Oct –Dec 2012

Jan- March 2013

April – June 2013

Dec. 10GB EEC Launched

BT Wholesale Ethernet Product Roadmap

Dec. Etherway upgrade 10Mb – 100Mb launched

Dec. 35Mb EFM Launched

Dec. Auto negotiate off launched

Feb. Low cost 1Gb SLT reduction from 93 to 33 days

March Default & Multi-CoS Etherflow connected

Mar ELAN Coordinated handover

April Etherway 1G modify to low cost (5y)

April 2012 – March 2013 Superfast GEA roll-out

June 2012 Etherway shared access

July /Aug 2012EEC Resilient

May 2012 Superfast GEA. London & Manchester

Jan. EtherwayExternal Shift

Feb. Performance SLA

Apr. Bespoke Access - Telehouse

Feb address matching upgrade

launched.

Feb Automated abortive visit charges

Aug: Secondary site contact information

April 2012 Front end portal enhancement

June 2012 Front end portal enhancement

June Automated Port/VLAN modify

June/July 2012 Shared Access Reporting Aug. Error

codes/guidance

Aug. GEA FTTP Launch:80/20, 330/20, 330/30

Oct: Openreach Batphone

Oct: eCo+ portal improvements

May: Managed Install Phase 2(EFM)

Jan: eCo+ usability improvements

May: Managed Install Phase 1(EAD)

May. Bespoke Access – I.O.M, Hull

Apr. Bespoke Access – Associated orders (EAD+Radio etc)

Feb. eCo B2B Gateway Phase 1

Oct: MSO/PEW Improvements

Apr. Pricing Tool & eCo linkage

Oct: Systems Error and diagnostic enhancement

Jan: Cease process improvements

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Wholesale Ethernet Customer Engagement

Provisioning Journey Improvements

Iain Harrison


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ECO+ portal Usability: Key Benefits

• Make it simpler and easier to use

• Shorten the order entry journey time

• Enable more orders to be placed via ECO+

• Improve order accuracy to reduce delivery delays

• Reduce the number of abandoned/cancelled orders

• Reduce the delay that occurs waiting for an order to be issued by BT which can be up to 24 hours


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Pain Points What we are doingDouble entry of installation address • Provide a tick box if the NTE address is the same as the

installation address.

Unclear about what information is required

• Additional hover text to provide help on filling out complex data fields

• Simplify button labels to make them more meaningful

Delayed Orders • View summary order before submit

Unable to track KCIs that should have been received

• Milestone tracking table for KCIs sent and dated

Scroll down to see more info on each page

• Reduce spacing and simplify alignment of data fields on pages to fit more detail and lessen the need to scroll down the page

Address Confirmation • Full address will be returned

Order Entry Pain Points & Release AF improvements


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Verbal update:

Bespoke Access

GEA - Ordering guide & roll out update – see product page link:

https://www.btwholesale.com/pages/static/Products/Data_and_IP_Connectivity/BT_Wholesale_Ethernet/index.htm

Shaun Harrison


https://www.btwholesale.com/pages/static/Products/Data_and_IP_Connectivity/BT_Wholesale_Ethernet/index.htm

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Release Roadmap Q&A

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Introducing Business ZoneBT Wholesale.Com transformation

Nigel Hannant

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So we’ve created Business Zone

You told us we’re difficult to do business with

Where are we now?

• You have a fragmented online user experience

• You don’t have a single view of your business

• You spend too much time learning how to find and use our systems

• Consolidated quick view of your orders, faults and inventory

• Single search and less clicks for key tasks • Personalised experience based on role

• Customer Hot House in June 2012• Designed and built an ‘Alpha’ version of

Business Zone• Launch in Q1 2013

Introducing Business ZoneTransforming BT Wholesale.Com

We want to share and test this with you today!

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What’s your view so far?Customer feedback

92% of participants felt it would improve the way they work with BTWholesale. 8% were not sure yet.

100% felt that it provided a more intuitive approach to working with BTWholesale.

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What’s your view so far?Customer feedback

“I think that’s brilliant!”

“Navigation and Search appears to be much improved. They should speed

up tasks for the whole team!”

“I love the drop down/predictive search!”

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How do I get involved?

Testing our approach

• Currently running webinars to demonstrate new capabilities and experience

• Formal lab testing to put our design in the hands of real users

• We want to engage directly with more of you

• Ensure it meets your needs

• Opportunities to register for webinars

• Take part in hands-on testing• Contact me: [email protected]

Validating our understanding of your requirementsWe want you feedback

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Key DatesAug12

Feb13

Dec12

Oct12

Jun12

Apr12

Apr13

Jun13

Aug13

Oct13

Dec13

Customer Hot House

Business Zone Trial (18/03/13)

Customer Testing / Feedback (Alpha)

Business Zone Full Launch (20/05/13)

Business ZonePhase II

Final changes and development

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Business Zone Q&A

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Quick poll


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Thank you for joining us on the call today


Documents

BT Wholesale Ethernet Roadmap Release Update 9 th November 2012