Streamlined Ethernet delivery

BT Wholesale has begun moving all its Ethernet deliveries from our legacy platform to the new strategic Equivalence Management Platform (EMP). Extensive trials with customers and Openreach show that EMP out-performs the old platform across all of our Keeping the Customer Informed (KCI) milestones.

The change to EMP also enables us to provide a clearer KCI structure:

Table 1: New KCI structure

* Customer Committed Date

There will be a controlled and phased transition to EMP. We’ll also start to migrate our customers’ existing install base. We’ll work directly with your designated Customer Service person, who’ll be responsible for:

• identifying your existing circuits and ensuring that there are no current open orders against them
• acting as the single point of contact during the migration - up to 14 days - during which circuits are locked down and no orders can be raised against them (i.e. cease/modify etc.).

Once the migration is complete, you can raise further orders if necessary. Any orders failing the migration will be managed on an individual basis.

In turn, we’ll ensure that:

• the transition to EMP is as smooth as possible
• we have dedicated support from our supplier (Openreach) so that any issues can be identified and dealt with swiftly
• we control the overall programme so that you’ll receive industry-leading delivery of all your Ethernet needs on this new platform in the future.

• More control - EMP gives us greater control over our supplier and enables us to manage our operational resources more efficiently – so that we can keep you up to date with the progress of your delivery
• Better communication -we’ll be able to standardise and automate our communications with you, so that we can give you near real-time updates on the progress of your Ethernet delivery
• Increased order differentiation - we’ll also be able to differentiate orders more effectively. This will enable us to set more realistic expectations for delivery times, in line with the challenges involved in planning and installing your bespoke circuit.

• Faster processes - EMP’s stronger workflow control eliminates the latency in the old processes, leading to speedier delivery. EMP also provides quicker order validation (under an hour compared with two days on the legacy system); improved lead times; and increased certainty of delivery, enabling you to plan more effectively (see Table 2)
• Greater efficiency - with more and more orders being placed for Ethernet, our new platform will enable you to build more efficient automated systems for interacting with us (e.g. through the new Ethernet B2B Gateway and Business Zone)
• Better Integration - our investment in a fully automated B2B capability with our supplier will make it easier for you to integrate the information we provide into your CRM and order management systems.

Table 2: Enhancement to delivery times

** Mean Time to Provide