Network Field Services

Capacity Constraints in NFS

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Content

• Introduction• Scope• Modelling the numbers• Impact of Top 200 Gold, Silver and Bronze

exchanges• Areas of capacity shortage and surplus• Proposed process• Criteria

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Introduction

• NFS goes through a yearly cycle where work goes into backlog during summer months, particularly in Gauteng Central and NER Regions and to a lesser extent in the Eastern Region

• This situation has the effect that the KPI`s and the customer service severely deteriorate during this period. The backlog also has the effect that work carried into the new financial year jeopardizes the performance for the New Year right from the start of that year.

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Scope

• This presentation does not take into account the fact that approximately 90% of TSA Revenue is generated from 600 exchanges out of 19319 exchanges.

• We can however say that the requirement to move staff into critical areas is an immediate need.

• We do experience staff shortages in most of the 600 exchanges, particularly in Gauteng Central

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Modelling numbers

• A staff model for Commodity Services has been developed that proved to be invaluable in predicting the load and backlogs against time

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GC Ass (Backlog)

Ass backlog

Modelling numbers continues

• It is clear that once we worked the backlog down on orders we were very successful in keeping it under control

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GC Ful (Backlog)

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GC Fulfilment Index

GC Commodity Services Ful Index

GC Broadband Ful Index

• ADSL Broadband, our flagship commodity product, is lagging the overall commodity performance

• The graph above is a depiction of surplus/shortages of technicians after the intake was allocated to technicians and the effect this has on the backlog

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??? No markings on previous slide

• In area marked 1, we are more than 200 TO`s short to deal with daily intake

• In are marked 2, we have surplus of staff to deal with daily intake

• Marked 3 – backlog worked down and there is a surplus of TO

• Area 4 indicates the forecast for the rest of the financial year

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Impact of Gold, Silver & Bronze exchange• Top 40 gold exchanges are serviced by 25

NFS CSC– 19 of these CSC are understaffed– 4 correctly staffed– 2 overstaffed

• These shortages were calculated after redeployment of 42 staff and the appointment of 50 students in GCR

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Service Org % Exchanges % Working Lines % Faults % OrdersCommodity 35.50% 41.70% 54.00%Broadband NA 62.30% 62.90%Data NA 63.40% 62.20%Complex Voice NA 47.30% 51.80%

Top 200 Exchanges

10%

• Nationally the backlog situation is under control except for 4/5 areas as can be seen from the ADSL chart below for 2012/01/31

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• The areas that show large numbers of DSL faults outstanding are LAU`s 44, 43, 45, 31 and 24

• These areas correspond highly with the Gold, Silver and Bronze areas i.e. high revenue generating exchanges

• For NFS to improve service in these areas we need to move in staff into as a matter of urgency

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Modelling numbers continues

• As seen from the backlog graph above for Gauteng Central in W1 which is the first week in April we started with a backlog of faults of approximately 14000. All the assurance orders will have missed the ITF KPI already.

• With existing staffing models it took until week 19 to start achieving the Assurance index week for Gauteng Central

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Areas of Capacity Shortage and Surpluses

• Areas of surplus and shortage change during the year depending on the load situation

• Areas consistently short of staff are LAU 31, 43, 44, 45 and 24

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Breakdown per Region

Central

CSC Surplus / Shortage

Dan Pienaar (Bloem) -3

Bethlehem -2

De Aar -2

Colesberg -1

Phuthaditjhaba 1

Ficksburg 1

Hamilton 1

Heilbron 1

Vryburg 1

Heidedal 2

Kimberley 2

Odendaalsrus 3

Total 1

15

Eastern

CSC Surplus / Shortage

Phoenix -12

Isipingo -4

New Germany -2

Kloof -2

Rossburgh -1

Howick 1

Ladysmith 1

Vryheid 2

Marburg 2

Oribi 4

Total -11

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GC

CSC Shortage

LINDEN -13

BRYANSTON -9

HALFWAY HOUSE -8

ROSEBANK -7

BENMORE GARDENS -7

RANDBURG -7

ALBERTON -5

EASTLEIGH -5

GERMISTON -5

CHLOORKOP -4

TURFFONTEIN -4

JHB-CENTRAL -4

HORISON -4

RANDFONTEIN -4

LENASIA -3

Total -90

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NERCSC ShortagePRETORIA-CENTRAL -12PRETORIA-SOUTH -12VEREENIGING -10ELLISRAS -5CARLETONVILLE -5LOUIS TRICHARDT -4VANDERBIJLPARK -4PRETORIA-EAST -3LEBOA KGOMO -2PIETERSBURG 2ITSOSENG 2STANDERTON 2GARANKUWA 2BABELEGI 2LERATO 2BELFAST 2ERMELO 2DENDRON 3GROBLERSDAL 3BRONKHORSTSPRUIT 3LYDENBURG 3GIYANI 3URANIAVILLE 3SHOSANGUVE 3MABOPANE 4KRIEL 5STILFONTEIN 5PRETORIA-NORTH 7

Total 0

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Southern

CSC

Shortage / Surplus

LINTON GRANGE -2

GEORGE -3

EAST LONDON -1

HUMANSDORP -1

MTATHA -1

MOSSELBAY -2

Total -10

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Western

CSCShortage / Surplus

AFRICAN WHOLESALERS -8

BELLVILLE -6

MILNERTON -6

SOMERSET-WEST -6

RONDEBOSCH -6

EPPING -4

WYNBERG -4

PAARL -4

STEENBERG -2

PROTEAVILLE 4

MITCHELLS PLAIN 4

Total -38

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Process

• Based on the numbers above:-– Forced rebalance

• Firstly rebalance within then region• Secondly rebalance to Gauteng / outside the

region

• Relocation / transfer will be as per company policy

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Criteria

• Productive Employees • Employees with clean records (discipline)• Good attendance record• Living the CHART values• Trainable Employees• Employees below the age of 40

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Recommendation

• TO’s need to move to:

– provide excellent service in high revenue exchanges

– stop the decline in our customer base– Stem the decline in fixed line revenue

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