Issued: 1st December 2008 Issued by: Openreach CIO – Customer

Issued: 1st December 2008Issued by: Openreach CIO – Customer Engagement

Version 4.0

WLR3 Product Establishment The process explained

2

Contents

Overview

Product Establishment At A Glance

Operational Readiness Testing

Product Establishment – The Big Picture

Acronym Guide

3

Overview

Wholesale Line Rental 3 (WLR3) is a high value product portfolio that is exclusively available over the Equivalence Management Platform (EMP). As its name implies, the EMP provides every Openreach customer with equal access to WLR3 Analogue, WLR3 ISDN30 and, soon, WLR3 ISDN2 as well

To gain EMP access and start selling WLR3 products, you will need an interface that’s compatible with Openreach’s B2B gateway; hence the need for Product Establishment (PE)

These slides explain the process of achieving the required compatibility. They are intended to guide CPs who have already registered an interest in becoming a WLR3 customer. If you would like to do the same…

...Please contact the Openreach Customer Reception Team on 0800 917 0371

...Or speak to your Openreach Customer Business Manager

...Or email [email protected]

Phase 0: Registration & Enrolment– 0a:Registration is required for you to register interest in WLR3 with Openreach, to fully understand what’s involved at every stage of PE and to

ensure all contracts are in place. Relevant documentation will be made available to you

– 0b: Milestone planning for your PE journey through to Transition

Phase 1: Setup & Connectivity Testing– 1a: Set up focuses on building you on the Equivalent Management Platform (EMP) components and planning the later Functionality Test,

Launch and Transition Phases

– 1b: Tests your firewall access and digital certificates and validates your XML schema against the environment known as Onramp

Phase 2: Functionality test– We set you up on the CVF test environment. You then perform various test scenarios and together we resolve any issues resulting from these

scenarios. If you are going with a proven Third Party Integrator (TPI) solution, you’ll be able to skip this phase altogether. The Openreach Customer Reception Team will be happy to verify whether or not your preferred TPI solution is proven. If you’re connecting using your own solution – either as a TPI or a Communications Provider – this phase is mandatory

Phase 3: Launch– Live Verification (Proving): Placing straightforward orders through the EMP, which are cancelled before completion

– Live Verification (Trial): Placing low numbers of straightforward live orders through the EMP

– Ramp Up: Placing increasing numbers of live and more complex orders through the EMP

Phase 4: Transition– If you have existing lines on WLR2 this Phase is required to ‘Transition’ (CP1 to CP1 migration) these lines to WLR3.

– Handover to (Business As Usual) BAU.

– You are now a fully-fledged WLR3 provider.

Phase 1aSet-up

Phase 1bConnectivity

Test

Phase 2Functionality

Test

Phase 3 Launch

Phase 0aRegistration

Phase 0bEnrolment

Phase 4Transition

Product Establishment At A Glance

5

Operational Readiness Testing

Operational Readiness Testing (ORT) is a series of gateway checks we make to ensure that you are ready and able to proceed through the various phases of PE – meeting the minimum criteria required by Openreach as you go – and subsequently become a ‘Business as Usual’ WLR3 CP

There are 6 ORT Gateways (ORT0 – ORT5) at different points through the PE process:

Phase 1aSet-up


Test


Test

Phase 3 Launch

Phase 0a Registration

Phase 0b Enrolment

0 1 2 3

Phase 4Transition

4 5

ORT0 Readiness to enter Product Establishment

ORT1 Readiness to enter Functionality Test (Connect to CVF test environment)

ORT2 Readiness to enter Launch (Connect to Live EMP)

ORT3 Readiness to enter Ramp-up (Ramping up order volumes to ‘Business as Usual’ levels)

ORT4 Readiness to enter Transition (Move all existing WLR2 lines to WLR3)

ORT5 Readiness to enter WLR3 ‘Business as Usual’

0.2 Sign NDA

0.3 Complete Registration

Questionnaire

0.1 Product Education

0.8 Admin Setup

0.5 Credit Check (new clients)

0.4 Complete CRD

0.7 Sign WLR 3 Contract

and Order & Fault Tracker

1.1 We build you on EMP

Components

1.3 Test Planning

1.4 Launch planning

commences

1.2 You Receive Generic Test

Pack

1.6 Digital Certificate, Firewall &

Collaborative Protocol

Agreement (CPA) Process

1.7 Onramp setup, Test CPA, ebXML Payload

& Schema

2.1 Setup & Connectivity to

Test Environment

2.2 Test Pack & Plan

Issued & Agreed

2.3 Test Execution &

Support

2.4 Issue Resolution

2.5 Resubmit Tests

2.6 Resolve Manual

Intervention

4.1 Closure of WLR2 Gateway

(SPG)

4.2 Generate Line Inventory

4.3 Review of your Line Inventory

- Phase 2 Functionality Test is not required for CPs establishing via a proven TPI solution.

- Only existing WLR2 CPs will require to complete Phase 4 Transition

4.4 Pre-transition load

0.6 Account Mgt Choice

(new clients)

2.7 Test Pack Reviews

2.8 OFF (Customer Verification

Facility) CVF

3.1 Live Verification (Proving)

3.2 Live Verification

(Trial)

3.3 Ramp Up

4.7 - Hand over to BAU

4.5 Transition execution

4.6 Post-transition support

Phase 1aSetup


Testing


Testing

Phase 3 Launch


Phase 0b Enrolment

Phase 4Transition

1.5 Transition planning

commences

3.4 – Confirm Detailed

Transition Plan

50 1 2 3 4

0.10 ORT 0Successfully Completed

0.11 Start Date Agreed For

Phase 1

0.9 Milestone Planning & start ORT 0 Assesment

Product Establishment: The Big Picture

0.1 Product Education

Opportunity to review the latest documentation (e.g. B2B interface specifications and WLR3 and EMP product descriptions, along with common dialogue services for WLR3 fulfilment and assurance)

You None Product Documents None

Action Owner Prerequisite Inputs Outputs

0.2 Sign NDA Customer Reception Team (CRT) emails you the Non Disclosure Agreement (NDA) and makes themselves available to answer your questions. You complete and sign the NDA and return it to the CRT

You None NDA Signed NDA

0.3 Complete Registration

Questionnaire

CRT emails you the Registration Questionnaire and makes themselves available to answer your questions. You complete the Registration Questionnaire and return it to the CRT, who check that everything is in order

You None Registration Questionnaire

Completed Registration Questionnaire

0.4 Complete CRD CRT emails you the CRD and makes themselves available to answer your questions .You complete the CRD and return it to the CRT, who will validate it and clarify any outstanding issues with you

You None CRD Template Completed CRD

Cont. on next slide…

Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0bEnrolment

0 1 2 3

Phase 4Transition

4 5

Phase 0: Administrative Activities & High Level Planning

0.8 Admin Setup The CRT sets you up on the Portal Openreach None The CRD Contact Information

Availability of Portal Services to you


0.5 Credit Check (new clients)

The CRT make a Credit Check on new clients only (i.e. those not currently selling WLR products)

Openreach None Your Forecast Credit Vetting Outcome

0.7 Sign WLR3 Contract & Order/

Fault Tracker Contracts

The CRT sends you the WLR3 contract and makes themselves available to resolve any queries. You complete the contract, sign it and return it to the CRT.

The CRT sends you Order/Fault Tracker contracts and makes themselves available to resolve any queries. You complete the contracts, sign them and return them to the CRT

You None You receive WLR3 Contract

You receive Order/Fault Tracker Contracts

Signed WLR3 contract

Signed Order/Fault Tracker Contracts

0.6 Account Mgt Choice

(new clients)

The CRT sends an Account Management Choice letter to new clients only and makes themselves available to help resolve any queries. You countersign the letter and return it to the CRT

You None You receive Account Management Choice Letter

Signed Account Management Choice Letter

Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0b Enrolment

0 1 2 3

Phase 4Transition

4 5



0.10 ORT 0 Successfully Completed

The CRT tests you against ORT 0 and informs the relevant Openreach people about your progress/success; including your agreed Milestone Plan and completed CRD

Openreach None - ORT 0 Success Reported Internally- Milestone Plan - CRD

- ORT 0 Assessment (confirmed via email)- TEC and WLR3 Delivery Management Teams informed

0.9 Milestone Planning & ORT 0

Commence

You, the CRT and your WLR3 Delivery Manager agree a high level Milestone Plan, to include your readiness to enter Connectivity Testing and Functionality Testing (if the latter is applicable), together with an indication of the expected dates to enter and complete Phase 3 Launch and Phase 4 Transition

Openreach None None Milestone Plan

0.11 Start Date Agreed For

Phase 1

You, your WLR3 Delivery Manager , the Openreach Technical Engagement Consultant (TEC) and a representative from the CRT confirm your Phase 1 start date. You provide us with all relevant support information

Openreach None Support Information

- Support Information Confirmed- Phase 1 Start Date Confirmed

Phase 1a Set-up


Test


Test

Phase 3 Launch


Phase 0b Enrolment

0 1 2 3

Phase 4Transition

4 5


1 You register for WLR3 Openreach

2 You sign an NDA Openreach

3 You sign a WLR3 contract Openreach

4 You complete the Registration Questionnaire Openreach

5 You complete the CRD Openreach

6 The CRT provides you with all relevant support information Openreach

7 Your WLR3 PE Milestone Plan is confirmed by Openreach. Openreach

8 You identify a convenient date for the start of Phase 1 You

9 Openreach agrees and confirms your Phase 1 start date Openreach

10 The Client Reception Team informs the relevant Openreach people about your progress and confirm with them your projected timescales to Transitions and Handover to BAU.

Openreach

ORT 0 Criteria Owner

Phase 1a Set-up


Test


Test

Phase 3 Launch


Phase 0bEnrolment

0 1 2 3

Phase 4Transition

4 5

ORT 0 Criteria: Readiness to enter Product Establishment


1.1 We Build On EMP Components

Liaison with the various Component Teams and Application Support Groups to complete setup on the EMP. This includes OnRamp connectivity testing and Live B2B setup. For new clients only, a draft naming convention will be included

Openreach ORT 0 CRD -You’re setup on the EMP components- Setup confirmed by relevant Application Support Groups

1.2 You Receive Generic Test Pack

The CVF Support Team provides you with a release specific Test Pack containing mandatory and optional test cases. This is only a requirement if you’re connecting directly to Openreach, or via an unproven TPI solution

Openreach None EMP Software Release

Completed Test Pack

1.3 Test Planning The CVF Support Team provides you with a bi-lateral Test Plan prior to Connectivity Testing on the CVF. You complete the Test Plan and return this to your Delivery Manager and the Test Team. This is only a requirement if you’re connecting directly to Openreach, or via an unproven TPI solution

You & Openreach

None Test Plan Template Completed Test Plan

1.4 Launch Planning

Commences

You complete a Launch Plan in line with expected CP order volumes. Note that you will require some ‘friendly’ lines to prove end-to-end functionality

You & Openreach

None Launch Plan Template

Completed Launch Plan

1.5 Transition planning

commences

The Delivery Manager explains the transitions process and you complete a Transition Plan.

Openreach n.a. Transition Plan Template

Completed Transition Plan

Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0b Enrolment

0 1 2 3

Phase 4Transition

4 5

Phase 1a: EMP Setup and Product Establishment Planning


1.6 Digital Certificate, Firewall

& CPA Process

You apply for a digital certificate after approval by the PEM Team. You then provide input for the Collaboration Protocol Agreement (CPA) file and firewall. The PEM Team then raises the firewall, implements it (if required), generates a CPA and shares it with you. If you’re using a proven TPI solution , you can conduct Connectivity Test against the Live environment

You & Openreach

ORT 0 Your name, DUNS No, Test IP, Test End Point URL, Contact Name, Email, Tel No, Version of EMP & Public Key of digital certificate

- Digital certificate- Firewall implementation- CPA

1.7 Onramp Setup, Test CPA, ebXML Payload & Schema

CPA is uploaded on the onramp environment. You start connectivity and payload testing, including digital certificate , firewall and CPA testingYou submit test results to the PEM team, who validate them and sign you off from onrampIf you’re using a proven TPI solution, you will be testing against Live, meaning you should not have to execute 1.7. If Live environment connectivity testing fails for any reason, you’ll have to use onramp and complete 1.6 and 1.7

You & Openreach

1.6 CPA - Onramp test results- PEM team signoff

Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0b Enrolment

0 1 2 3

Phase 4Transition

4 5

Phase 1b: Focus on Connectivity

1 WLR3 PE Test Plan completed Openreach

2 We confirm that you are setup on our test systems Openreach

3 We inform you that we can support your Test Plan Openreach

4 You have confirmed to us that you have the required resources and knowledge for testing Openreach

5 Your Delivery Manager informs relevant Openreach people about your progress Openreach


Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0b Enrolment

0 1 2 3

Phase 4Transition

4 5

ORT 1 Criteria: Readiness to enter Functionality Test

Note: If you’re using a proven TPI solution, you can skip Phase 2 Functionality Testing and proceed to ORT 2 immediately after Phase 1b Connectivity Testing

2.1 Setup & Connectivity to

Test Environment

PEM team generates the CVF CPA and sets you up on B2B . Your setup is completed by the CVF Application Service Groups. Connectivity is verified against the CVF

You & Openreach

ORT 1 - Onramp Signoff- CVF - CPA

Connectivity Confirmation

2.3 Test Execution & Support

You execute the Test Cases in your Test Pack You None Test Cases Test Results

2.4 Issue Resolution

You raise any issues with the Openreach Service Desk. The CVF Support Team resolves them with the CVF Component Teams and/or Solution Designers

You & Openreach

None Bridge Case - Issue Resolution- Fix Deployment


2.5 Resubmit Tests You retest any failed scenarios once issues fixed, obtaining clarification from the CVF Support Team

You & Openreach

None Test Cases Test Results

2.2 Test Plan & Test Pack Issued &

Agreed

CVF Support team issues you with a bi-lateral Test Plan, Test Pack and Data Pack, to which you agree and are then base-lined against

You & Openreach

ORT 1 CRD - Test Plan- Test Pack- Data Pack

Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0b Enrolment

0 1 2 3

Phase 4Transition

4 5

Phase 2: Testing the functionality of your WLR3 solution

You can skip this phase entirely if you’re using a proven TPI solution


2.7 Test Pack Reviews

You update your Test Pack on a weekly basis and send it to Openreach

You None Updated Test Pack - Modified Test Pack- Issue Resolution

2.8 OFF CVF The CVF Support Team will provide you with the Test Summary Report and take you off CVF

Openreach None Final Updated Test Pack

Test Summary Report

2.6 Resolve Manual Intervention

You request a few orders that require manual intervention to be progressed

You & Openreach

None Test Case & Order Details

You receive progressed order details and current order status and continue testing

Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0bEnrolment

0 1 2 3

Phase 4Transition

4 5

Phase 2: Testing the functionality of your WLR3 solution

Remember, if you’re going with a proven TPI solution you can skip this phase altogether

1 Your interface with Openreach has been constructed and tested against the currently supported B2B Interface Specifications.

Openreach

2 Successful completion of Connectivity Testing Openreach

3 Successful completion of Mandatory Test Cases. If you’re going with a proven TPI solution, you should refer to their proven test cases

Openreach

4 Test Summary Report completed recording Mandatory and Optional Test Cases and uploaded to Livelink. If you’re going with a proven TPI solution, you should refer to their Test Summary Report

Openreach

5 Setup completed on Live B2B gateway Openreach

6 Setup completed on required Live EMP components Openreach

7 Agreed Launch Plan detailing activities, timescales and governance, along with an indicative Ramp Up profile.

Openreach

8 Agreed Transition Plan specifying activities, time-scales & governance Openreach

9 Openreach has confirmed that we can support your Ramp Up schedule in-life Openreach

10 Billing representatives (from your side and ours) have been nominated . They will be responsible for all billing queries

Openreach

11 Customer Service Plan issued Openreach



Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0bEnrolment

0 1 2 3

Phase 4Transition

4 5

ORT 2 Criteria: Readiness to enter Launch

3.1 Live

Verification (Proving)

End-to-end interoperability between your systems and Openreach’s systems is proved before you start placing real live orders. Activities include:- Assure connectivity to Live EMP - Assure interface by placing test dialogue services- Assure interface by placing non-field affecting test orders (e.g.WLR2-WLR3 transfer order andright-when-tested Trouble Report)- We will contact you to verify that tests have been completed and give you informal signoff

Support- Technical resource to resolve connectivity issues- Application Support Group/Incident Management resource to investigate technical issues- Delivery Managers/Hit Squad to lead issue management and progression through PE- Service Managers will start engaging with you

You and Openreach

ORT 2Conditions:- Proving is executed against the Live environment- Orders will be treated as live orders- Real customers should not be used at this stage. Instead use ‘friendly’ lines to prove end-to-end functionality- Very low order volumes (2-5 each in Assurance & Fulfilment)- All orders/trouble reports should be cancelled immediately after KCI2* has been received

*Keeping Customers Informed message No. 2

CP Launch document

CP confirmation of test completion (informal sign-off)


Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0bEnrolment

0 1 2 3

Phase 4Transition

4 5

Phase 3: Understanding and proving Live WLR3 operation

3.2 - Live Verification

(Trial)

We recommend that you use this phase to prove interoperability of a wide range offunctionality relevant to your business model, covering a mixture of:-Multiline, single line, premium and basic line type orders-Care levels, line test results and Structured Questioning Codes (SQCs) for assurance- Different fulfilment scenarios and calling andnetwork features for fulfilment. For example, new provides, transfers, start of stopped lines, as well as modify, cease and amend orders

Please note It ‘s your responsibility to place a sufficient variety of order types to satisfy yourself that the full range of EMP functionality is available to you and operating correctly

You and Openreach

3.1Conditions-Trial executed against the Live environment- Live orders will be treated as such. However, at this stage, we recommend that you use ‘friendly’ lines where available, such as those in your own offices- Order volumes are restricted to 1-2 orders per day- Specific order types are not planned in advance, but you can choose them as they arise- 3-week completion target. You will receive guidance for sample orders and lead times

Order entry

You confirm successful order placement



Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0bEnrolment

0 1 2 3

Phase 4Transition

4 5


3.2 Live

Verification (Trial)

Support-Each order is monitored by your Openreach Delivery Manager, supported by the Service Management Centre (SMC)- Issue management is primarily via the Hit Squad -Normal Business As Usual (BAU) service and support arrangements apply, as detailed in your CSP (i.e. via the SMC and Helpdesk). These arrangement are supplemented by a weekly call with your Delivery Manager to review open issues, orders and trouble reports. Service Managers and Customer Engagement Managers (CEMs) will join these calls

Please noteYour Delivery Manager will be leading issue management, progression through PE and progress reporting

You & Openreach

None None None


Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0b Enrolment

0 1 2 3

Phase 4Transition

4 5


Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0bEnrolment

0 1 2 3

Phase 4Transition

4 5

ORT 3 Criteria: Readiness to enter Ramp-up

1 You’ve acknowledged receipt of our agreement to commence Ramp Up Openreach

2 The orders defined in your Launch Plan for Live Verification have been fulfilled, subject to SLA. This is confirmed by you and your Delivery Manager

Openreach

3 If there are significant issues, an Exception Management Plan should be agreed within 5 working days of the milestone

Openreach

4 You and Openreach have confirmed that there are no significant issues to prevent you moving into Ramp Up

Openreach




3.3 - Ramp Up

Ramp Up is intended to allow you to place increasing numbers of orders in a controlled manner, to prove operational stability at BAU volumes. We do not mandate a specific Ramp Up volume. Rather, we will work with you to agree a profile from Live Verification onwards. A typical profile might be anything from 2 to 50 orders per day, over a minimum 2-week period.Please note- WLR2 volumes used as a comparator (new provide/transfer order types only , as modify/cease order types will only become relevant after your WLR2 base has been transitioned)- Current expectations are that the majority of Ramp Up orders will transfer with a 10-day lead time- It’s your responsibility to place a sufficient variety of order types to satisfy yourself that the full range of EMP functionality is available to you and operating correctly

You ORT 3Conditions- Orders will be treated as live orders, with real end customers, real orders and real data in the live EMP environment- Openreach recommends that you specify order types and volumes in proportion to your normal business activity

Ramp Up volume profile and order entry documented

You confirm that order placement has been successful

Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0bEnrolment

0 1 2 3

Phase 4Transition

4 5



3.4 – Confirm Detailed

Transition Plan

To confirm dates agreed with you in the Transition Plan, amending where necessary in conjunction Openreach transition support teams

Openreach Completed Transition Plan

Confirmed Transition Plan


Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0bEnrolment

0 1 2 3

Phase 4Transition

4 5


1 You’ve successfully provisioned, modified and ceased a line, prior to handover to BAU Openreach

2 You’ve successfully submitted a fault report Openreach

3 You’ve used the Time Related Charges facility (any band) Openreach

4 You’ve achieved your Ramp Up target Openreach

5 You’ve confirmed that you understand and are following the support model as described in your CSP Openreach

6 Openreach has checked that it can support the products and processes you’re using Openreach

7 Openreach has checked that the product(s) you require can be provisioned, ceased and repaired within agreed timescales

Openreach

8 Any unresolved issues are clearly documented and owned Openreach

9 An accurate bill has been produced for orders submitted via the EMP Openreach

10 You’ve confirmed your Transitions Plan specifying detailed activities, time-scales, governance and date for transition execution.

Openreach



Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0bEnrolment

0 1 2 3

Phase 4Transition

4 5

ORT 4 Criteria: Readiness to enter Transition

4.1 Closure of WLR2 Gateway

(SPG)

We will temporarily restrict your access to SPG, to prevent placement of WLR2 new provide, transfer, conversion and change of address orders for Single and Multiline Aux installations

WLR3 can be used for all new provides and transfers with Openreach being able to manage manual placement of small volumes of other orders.

Openreach ORT4 Transition Plan

4.3 Review of your Line Inventory

You review your Line Status Report with your Delivery Manager and agree WLR2 lines to be transitioned

You WLR2 Line Status Report

Agreement of WLR2 lines to be transitioned

4.4 Pre-transition load

Openreach pre-loads its systems ready for the transition of your WLR2 lines

Openreach produces and your Delivery Manager sends you a pre-transition exit report detailing the lines that have been loaded for transition

Openreach Agreement of WLR2 Lines to be transitioned

Pre-transition exit report

4.2 Generate Line Inventory

A Line Status Report is created by Openreach which is an inventory of all your WLR2 lines as held on Openreach systems

Openreach WLR2 Line Status Report

Phase 4: The transition of your WLR2 base to WLR3

Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0b Enrolment

0 1 2 3

Phase 4Transition

4 5



4.5 Execute Transition

Your WLR2 lines will be transitioned on the agreed date between 8pm (on the night of transition) and 8am (of the next day).

You will be briefed on the Blackout Process for Totalcare and Redcare faults.

Openreach WLR2 lines pre-loaded for transition

Transitions Exit Report

4.6 Post-transition support

Openreach will produce a Transition exit report immediately after the transition has completed which your Delivery Manager will send to you the working day following the night of transition

The WLR2 gateway (SPG) will also be temporarily re-openned following the execution of your transition

Any lines that were not transitioned are mopped up during the post transition support period or you and your Delivery Manager agree a mop-up plan for these lines once you have entered WLR3 ‘Business as Usual’

If mop-up is completed prior to entering BAU the Delivery Manager will agree and initiate your dis-establishment from WLR2

Openreach If required a bi-laterally agreed Mop-up Plan

Phase 1a Set-up


Test


Test

Phase 3 Launch


Phase 0b Enrolment

0 1 2 3

Phase 4Transition

4 5




Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0bEnrolment

0 1 2 3

Phase 4Transition

4 5

4.7 Handover to BAU

Formal handover to BAU. From now on you will be looked after by the following teams and individuals: - Day-to-day issue Management (SMC and Helpdesk, depending on whether they are order or IT related issues, in line with your CSP)- Service affecting issues (Service Manager)- Commercial and Contractual Issues (Customer Business Manager (CBM)- Your Delivery Manager will still be available to provide insight and knowledge about you and your systems to their Openreach colleagues, should the need arise

What’s being discontinued?- Weekly calls between you and your Delivery Manager - PE team reports/dashboards

Openreach None Completion of PE process confirmed

1 Openreach have confirmed that your transition has now occurred. Openreach

2 Mop-up of remaining WLR2 lines completed or a plan agreed with Openreach to complete mop-up once in ‘Business as Usual’

Openreach

3 Your CBM has discussed your PE experience with you and actioned any outstanding issues Openreach

4 The relevant Openreach Product Manager(s) has/have been informed that you’re leaving PE Openreach



Phase 1aSet-up


Test


Test

Phase 3 Launch


Phase 0b Enrolment

0 1 2 3

Phase 4Transition

4 5

ORT5: Readiness to enter WLR3 ‘Business as Usual’

28

Acronym Guide

BAU Business As Usual

CBM Customer Business Manager

CEM Customer Engagement Manager

CP Communications Provider

CPA Collaboration Protocol Agreement

CRD Customer Requirements Document

CRT Client Reception Team

CSP Customer Service Plan

CVF Customer Verification Facility (Test environment)

EMP Equivalence Management Platform

PE Product Establishment

PEM Partner Enabled Management

SMC Service Management Centre

SQC Structured Questioning Code

TEC Technical Engagement Consultant

WLR Wholesale Line Rental

To save repeatedly spelling out the meaning of the acronyms used in this slide deck, we’ve only done so the first time we’ve used them. We’ve reproduced them all here for easy reference