Customer Experience Driving for excellent customer experience Customer Experience June update BT performance against new Customer Experience metrics Issue: 1 Date: 24/06/08 Important Note BT's 21C Customer Experience and associated programmes are still in the process of development and the subject of consultation. As such, the contents are subject to change following such consultation. This document is supplied by BT to Communications Providers, being customers of BT Wholesale and or Openreach, as part of the Customer Experience consultation process. Owner: Customer Experience Page 1 of 7 Issue:www.btwholesale.com/consult21
CONTENTS: 1 INTRODUCTION AND WHAT THIS MEANS...3 1.1. OVERVIEW OF THE PROGRAMME...3 1.2 OUR COMMITMENT TO YOU...3 1.3 YOUR ROLE AND THE BENEFITS TO YOU...4 2 PERFORMANCE RESULTS AND HOW WE ARE DOING TODAY...5 2.2 BT WHOLESALE RESULTS - PERIOD 2...5 2.3 COMMENTARY WHAT THE RESULTS MEAN...6 3 CONCLUSION AND OUR INTENTIONS...7 Owner: Consult21 Page 2 of 7
1 Introduction and what this means 1.1. Overview of the programme BT aims to be number one for service. To drive to this objective BT has established work programmes to deliver improvements in various areas, coupled with a firm ethos of putting the need to think of and deliver excellent customer experience in all we say and do. To measure our progress, BT has introduced new metrics supported by its ongoing Customer Satisfaction programme. These metrics are around Right First Time (RFT) and Cycle Time (CT). The definitions of these are: Right First Time is fulfilling a customer s expectations perfectly, as perceived by the customer. It measures the success in delivering promises made to the customer at any point of contact or interaction i.e. Our Quality of response Cycle Time is the elapsed time between the start and end of any customer experience i.e. the overall time it takes to provide a new product or service, or the overall time it takes to resolve a fault i.e. Our Speed of response This report aims to provide you the latest wholesale performance figures around key processes such as; Lead to Cash (L2C) is provision of the service by promised date minus early life failures. Trouble to Resolve (T2R) is fault cleared by service assurance in objective time minus repeat faults. Concept to Market (C2M) is how we create and deliver new or improved products The first application of these is against the current Broadband and Private Circuit portfolios targeting RFT in the first instance. This briefing publishes the RFT results against these metrics for Period 1 i.e. the period ending 30 April 2008 Please however note that these measures do not replace or constitute new targets, contractual or otherwise for any existing service level or performance agreements or product commitments that you have with BT Wholesale, but serve as a commitment on our behalf to improve customer experience. 1.2 Our commitment to you Throughout last year we have been reporting on BT Wholesale s performance on a regular basis on our journey towards achieving 95% RFT as part of a BT group initiative. This work programme has the commitment from the BT Board and the Wholesale Executive to work towards the aspiration of achieving a RFT target in the product areas of broadband and private circuits of 95% by March 2009 and a cycle time that is competitive in the industry. Owner: Consult21 Page 3 of 7
In order to achieve this BT Wholesale will be working with you, its customers and suppliers in order to drive the customer experience performance to this level by the end of the year. Working on an end to end basis from our customers to our suppliers will ensure that collectively and collaboratively BT Wholesale works to improve customer experience and drive its aim of being number 1 in service. This collaboration will also look to take account of ways in which we can work together towards a reduction in early life failures and repeat faults to ensure that we do more right first time This publication of the right first time metrics is made in order to update you on our performance and progress towards our customer experience ambitions and we will provide more detail about our projects and programmes through a separate report. 1.3 Your role and the benefits to you As part of this customer experience improvement activity, we will work in collaboration with yourselves to determine any projects and programmes that will aim to give you a capability that will enable you to deliver a more RFT service to your customers. We will consult with you on a regular basis to update you on our programme s progress and update you on any industry requirements for your collaboration on initiatives. We will expect and hope that you will work with us to ensure our focus continues to be appropriate and ensure we meet our promises and aspirations whilst maintaining our committed delivery of service as part of our service level agreements. Performance results and how we are doing today. Owner: Consult21 Page 4 of 7
2 Performance results and how we are doing today The following table provides the performance to date around the defined RFT metrics indicated above as a priority focus until end of March 2009 2.2 BT Wholesale Results - Period 2 All results are % Mar-08 Apr-08 May-08 BB L2C RFT Result 93.00 93.53 95.27 PC L2C RFT Result 93.47 94.99 97.38 L2C RFT Result 93.66 94.26 96.33 L2C RFT Baseline & Target 91.28 94.1 94.1 % point from Target 2.38 0.16 2.22 % point from baseline 4.86-0.24 1.82 BB T2R RFT Result 64.56 65.76 65.90 PC T2R RFT Result 71.63 74.67 74.66 T2R RFT Result 68.09 70.22 70.28 T2R RFT Baseline & Target 68.59 71.5 73.9 % point from Target -0.50-1.29-3.62 % point from baseline 17.43-1.32-1.25 RFT Combined result 80.88 82.24 83.30 Overall Combined Target * 79.94 82.80 84.00 % points from Target 0.94-0.56-0.70 % points from baseline 79.0 82.24 83.30 Note: From April we are reporting performance against standard measures whereas last year we reported against proxy measures. This has resulted in approximately a 2% increase at the overall BT Wholesale level performance. Additionally, following BT Group agreement for BTW to include ceases in the Period 2 CE RFT results the Greenbook L2C results for period 2 have been revised as above. The T2R results remain unchanged. Owner: Consult21 Page 5 of 7
2.3 Commentary What the results mean 2.3.1 Lead2Cash Broadband Again a slight drop in performance for May s result, this drop is mainly due to on time delivery performance. On time delivery performance has been impacted by several issues this month, 1) the late closure of orders not jumpered by OR due to the Bank Holiday and 2) System issues that caused the delay in KCI3 on SIM orders and continued Rambo server issues that caused additional Modify exception fallouts. Private Circuits A RFT result of 96.69% was achieved in May, the best result yet and the first time the March 09 target has been achieved. This is the result of the continued close focus and development of Provisioning Helpdesk processes and rootcause failure analysis. Further improvement actions have been identified and built into a new programme called Evoke which is aimed and maintaining and improving PC RFT as well as process quality and efficiency. 2.3.2 Trouble2Resolve Broadband There has been a slight improvement in the May RFT measure. RD5 and Repeat Reports performance has been impacted by several issues this month, 1) the Bank Holidays and the associated increase to cycle time added to cases requiring an SFI appointment 2) tail closures by our customers - this was a reconciliation of tail closures between the customer and BT Wholesale systems which resulted in some additional failure and dwell. The system issue that caused this has now been resolved 3) Marconi line-card shortages. All issues now have now been resolved however the end of May Bank Holiday is likely to have a negative impact on June s RFT performance. Private Circuits A good month's results for CFM15 for CNS, despite a rise in fault volume of 8% our repair performance has risen.5%. CFM6 has risen by.5% but was distorted by a circuit being raised incorrectly 38 times. There were no major incidents to mention. Work on CFM6 in the Birmingham control is progressing well, and the top 100 circuits are being investigated to prevent recurrence of further faults. The RFT result is moving in the right direction and now less than 2% from target. Owner: Consult21 Page 6 of 7
2.3.3 Concept2Market The C2M Programme has continued to make good progress with the focus on identifying existing projects that could contribute to the C2M key enabler projects. All Product Managers and Product Development Managers have been asked to provide copies of key product road maps to allow C2M key milestones to be introduced. Other information being gathered includes details of launch dates, launch RFT and Glidepath. Information on RFT for L2C and T2R is also being evaluated. Next steps is to collate and analyse the assembled information with a view to then establishing specific key projects and owners and populate change Manager with the appropriate level of detail. 3 Conclusion and our intentions In conclusion, for BT to be number one for service we must drive and deliver improvements in various areas. Therefore this regular report tracks our RFT performance progress against the RFT aspirational targets for broadband and private circuits to ensure we are working to deliver excellent customer experience in all we say and do. A separate report that can be found on the Consult 21 web site is provided that details the improvement activities and the progress being made on our deliverables. The performance of the processes around cycle time is being monitored this year, but there are no specific improvements being targeted at this stage. For any queries regarding this briefing please contact: consult21@bt.com For any queries regarding your specific service performance in relation to this aspiration, please contact your normal service channels or account teams END Owner: Consult21 Page 7 of 7