LGfL Consortium Conference

Simon Fairburn – Programme Director

13.07.12

In Commercial Confidence 2

Agenda

Programme Update

Definitions

Highlights

Overall Completion Status

Workstream Statistics

Delivery / Failure Rate

Delivery Forecast

1.0 Core Network Shutdown

Delivery Considerations incl. Delivery Team Allocation

Service Management

Call Management

Fault Management

E Mail Management

In Commercial Confidence 3

Definitions

1.0 – Existing School Service currently being delivered via Capita

2.0 – New Service being provided or to be provided by Virgin Media Business (VMB)

On Net – where a School is locally connected via VMB fibre to the VMB / LGfL 2.0 Network

Off Net – where a School is locally connected via BT fibre to the VMB / LGfL 2.0 Network

2.0i – New Service being delivered by VMB utilising the existing local fibre provided by Capita and connected back to a local Aggregation Point onto the VMB / LGfL network

Re-provisioning is where a New Circuit above is migrated onto a locally connected VMB fibre back to the VMB / LGfL 2.0 Network.

2.0i to 2.0 On Net – VMB local fibre will replace the local Capita fibre connection to the School2.0 Off Net to On Net - VMB local fibre will replace the local BT fibre connection to the School

Pre Core to Core – where the New 2.0 service will require migration from Pre Core to Permanent Core.

In Commercial Confidence 4

HighlightsOverall

Delivered 1088 v 675 since last sector meeting w/e 13/05

Average Daily Run Rate 12.7 sites per day throughout July

Highest Daily Rate achieved= 19

Overall Failure Rate on 2.0 of 14% for June has reduced and continuous improvement being applied.

Customer Failures rising due to Access, Rack issues & IT Support – Just over half of the failures reported

LGfL 2.0Cabling Productivity increased to 39 sites / week exceeding weekly average target 28 sites / week during June

LGfL 2.0iFailure Rate on 2.0i low but customer failures rising (same reasons as 2.0)

GeneralImproving Communications with revised Booking Letters and Incentivisation Letters

Continuing to address the issues around Data Accuracy – VMB Portal

Revised Forecast includes Phase 2 Re-provisioning of Circuits and closure by Loops

Restructuring PM Teams for Revised Plan

Escalation Process aligned with LGfL with SPOC to be in place

In Commercial Confidence 5

Overall Completions Status at 08/07/12

2212 Ordered Sites1785 x 2.0 Sites 427 x 2.0i (Novation) Sites

1088 Completed Sites765 x 2.0 Sites323 x 2.0i (Novation) Sites

688 of the 2212 Sites will also be re-provisioned up to End of Apr 2013 427 x 2.0i to 2.0 On Net189 x 2.0 Off Net to On Net 72 x 2.0 Pre-core to Core migration

Delivery Forecast

0

500

1000

1500

2000

2500

3000

Week Ending

Sit

es

Actual Cumulative

Revised Target Cumulative

In Commercial Confidence 6

Workstream Statistics New Sites required by 31/12/12

Data as of w/e 08/07/12 Activity Cum. Actual 08/07/12 Cum. Target 31/12/12

2.0 On Net

SLD 2207 2212

Planning inc. packs uploaded 1398 1417

Job Packs issued to McNicholas 1363 1417

Civils 1081 1296

Cabling & Splicing 795 1296

Installation Completions 562 1296

2.0 Off Net Installation Completions 203 368

2.0i Novation Installation Completions 323 427

Total 2.0 and 2.0i Consolidated Installation Completions 1088 2091

In Commercial Confidence 7

Delivery Status / Failure Rate

Average Daily Install Rate (Working Day)

0

5

10

15

20

Week Ending

No

of

Sit

es

Av. Daily Install Rate 2 2.2 3 4.8 4.8 7 6 9.75 9.2 12.4 12.8 10.4 8 8.4 10.2 13 11.4 11.6 13.2 12.2

Av. Daily Install Rate incl. ADSL 0 0 0 0 0 0 0 0 0 16.2 16 12.6 8.4 0

26th Feb

4th Mar

11th Mar

18th Mar

25th Mar

1st Apr

8th Apr

15th Apr

22nd Apr

29th Apr

6th May

13th May

20th May

27th May

3rd June

10th June

17th June

24th June

1st July

8th July

Average Site Installation Failure Rate

0%

10%

20%

30%

40%

50%

60%

Week Ending

Pe

rce

nta

ge

Fa

ilure

Failure Rate 52% 31% 18% 34% 53% 33% 32% 12% 26% 16% 13% 23% 28% 4% 19% 9% 17% 13% 11% 15%

26th Feb

4th Mar

11th Mar

18th Mar

25th Mar

1st Apr

8th Apr

15th Apr

22nd Apr

29th Apr

6th May

13th May

20th May

27th May

3rd June

10th June

17th June

24th June

1st July

8th July

In Commercial Confidence 8

Failure Rate AnalysisLGfL Programme Roll Out: Weekly Failure Rate Analysis(inc. LGfL2.0 & LGfL2.0i) as at: Sunday 08-Jul-12 v3.0

2

53 3

64

10

4 4

10

23

1211

3

1211

3

10

13

43

46

45

1

4

1

1

1

1

14

2

33

4

1

2

8

1

7 35

5

1 1

1

11

5

32

11

2

1

2

0

5

10

15

20

25

30

8th

15

th

22

nd

29

th

5th

12

th

19

th

26

th

4th

11

th

18

th

25

th

1st

8th

15

th

22

nd

29

th

6th

13

th

20

th

27

th

3rd

10

th

17

th

24

th

1st

8th

January February March April May June July

VMB Fail per week Customer Fail per week BT Fail per week

Programme Status: July 2012Average Fail Rate per week: Current Month to Date: 13.1%Previous Month: 14.6%

Installs Booked last week: 72Successful Installations: 61 (85%)Failed Installations: 11 (15%)

Breakdown June / July: 1. VMB Failure 46% 2. Customer Failure 51%

3. BT Failure 3%

Programme Status: 2012 YTDAverage Fail Rate per week: Current YTD: 23.2%

Installs Booked: 1216Successful Installations: 958 (79%)Failed Installations: 258 (21%)

Breakdown: 1. VMB Failure 69% 2. Customer Failure 24%

3. BT Failure 7%

No.of

Sites

In Commercial Confidence 9

LGfL 2.0 Delivery Forecast

Summary of installs per day per month Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13Phase 1a - 2.0 On Net 3 3 11 11 14Phase 1a - 2.0 Off Net 4 4Phase 1a - 2.0i 7Phase 2a - 2.0 On Net (non LGfL 1.0 related) 3 3 3Phase 1b - 2.0i to 2.0 On Net 2 3 3 3Phase 2b - 2.0i to 2.0 On Net 4 5 5Phase 2b - 2.0 Off Net to On Net 2 2 3 3Phase 2b - Pre-core to Core migration 4Total Installs per day per month 14 7 13 14 17 3 9 10 11 7

Site Categories New / Re-Provision Dependency on 1.0 Completion by Phase Planned Actual Remaining2.0 On Net New Yes 31/12/2012 1a 1296 562 7342.0 Off Net New Yes 31/12/2012 1a 368 203 1652.0i New Yes 31/12/2012 1a 427 323 1042.0 On Net New No 30/04/2013 2a 115 0 1152.0 Off Net New No 30/04/2013 2a 6 0 62.0i to 2.0 On Net ReProvision No 31/12/2012 1b 195 0 1952.0i to 2.0 On Net ReProvision No 30/04/2013 2b 232 0 2322.0 Off Net to On Net ReProvision No 30/04/2013 2b 189 0 1892.0 Pre-core to Core migration ReProvision No 30/04/2013 2b 72 0 72

2900 1088 1812

2212 1088 1124Total Re-Provision 688 0 688

2900 1088 1812

2286 1088 1198614 0 0

2900 1088 1198Total Delivery 01/01/13 to 30/04/13Grand Total

Grand Total

Total New

Grand Total

Total Delivery by 31/12/12

In Commercial Confidence 10

AP 2.0i

AP 2.0i

AP 2.0i

AP 2.0i

AP 2.0i

Loop APs Proposed Shutdown

Loop 1 Euston ASN, Camden AP & BT Tower OHP 15/09/2012Loop 3 Harrow AP, Harrow ASN, Colindale OHP 15/09/2012Loop 6 Stratford ASN, Romford AP, Romford South ASN, Upton Park OHP 15/09/2012Loop 2 Southall OHP, Hayes North ASN, Hayes AP, Richmond AP 31/10/2012Loop 4 Barnet AP, Enfield AP, Enfield ASN, Waltham Forest BT CL, Newham AP 31/10/2012Loop 9 Croydon AP, Addiscombe ASN and Croydon OHP 30/11/2012Loop 10 Bromley AP and Hayes Common ASN 30/11/2012Loop 11 bexleyheath BT CL, Welling AP and Kidbrooke OHP 30/11/2012Loop 8 Lambeth AP, Lewisham BT CL and Bermondsey OHP 30/11/2012Loop 5 Haringey BT CL and Woodford OHP 30/11/2012Loop 7 Purley BT CL, Merton AP, Merton Park ASN 31/12/2012Core network Telehouse and Park Royal 31/12/2012

LGfL 1.0 Capita Core Network Diagram & Shutdown

In Commercial Confidence 11

LGfL 2.0 Delivery Considerations

OpportunitiesJuly & August Access to Schools Build Programme

December available for reschedules

Increase Run Rate / Productivity + Reduce Failure Rates

19 site / day maximum achieved

Improving alignment of Planning Teams & Pre Prep Gangs to reduce cabling failures

Booking Letters and Incentivisation Letters to Schools

RisksAccess into Schools

Wider Olympic Route Network starts 01/07/12

Wayleaves / Route Approvals (LA’s may have trouble contacting

Schools in Summer Holidays for consent / approvals)

Civil's Issues, blocked ducts, complex fibre issues

Network Upgrades

Unknown Capita circuits linking to APs & Loops – soft cease

letters

In Commercial Confidence 12

LGfL 2.0 PM Delivery Team

Andy Barnet Brent Camden Croydon Enfield H&F Islington K&C

Holly Hackney Havering Newham Redbridge Southwark Tower Ham. Waltham For. Westminster

Nerys Ealing Escalations

Paul ARK Haringey Harrow Hillingdon Hounslow Merton Richmond Wandsworth

Trevor Bexley Bromley Greenwich Kingston Lambeth Lewisham Sutton

RachelSymon/Lee 2.0i

Kendra Harris Off-Nets

Responsibilities:

TOTAL

Ph1a 2.0 On-Net (LGfL1.0)

Ph1a 2.0 Off-Net Ph1a 2.0iPh1b 2.0i to 2.0 On-

Net

PM

Circuits to be delivered in 2012 Circuits to be delivered in 2013Ph2a 2.0 On-Net (non

LGfL1.0)Ph2b 2.0i to 2.0 On-

NetPh2b 2.0 Off-Net to

2.0 On-NetPh2b Pre-Core to

Core Migration

170 0 0 0 3 0 0 17

155 0 0 0

201 0 0 0

12 0

0 13

22 0 0 16

83 0

218 0 0 0 0 21

0 170 0 0 0 189 0 0

00 0 164 195 0 0 242

1 0 00 5

Andy

Holly

Paul

Trevor

53

1944

190

251

239

Kendra

Rachel

47 0Nerys

170 164 195791

251

189 242 72

359

601

121

0

‘LGfL’ Service Management Activity

Paul Smith

In Commercial Confidence 14

‘LGfL’ Service Desk Call Management

Inbound Communication Volumes

500 667 9911384 1142

551

8431045

1280

23522404

1685

0

500

1000

1500

2000

2500

3000

3500

4000

Jan Feb Mar Apr May June

Vo

lum

e

0

2

4

6

8

10

12

14

16

18

20

Seco

nd

s

Telephone Email Average Answer

In Commercial Confidence 15

‘LGfL’ Service Desk Fault Management

Ticket Types Vs SLA

11

56 60 5163 66

11

23 1921

45 32

0

20

40

60

80

100

120

Jan Feb Mar Apr May June

Vo

lum

e

50556065707580859095100

Proactive Alarms Customer Raised SLA

In Commercial Confidence 16

‘LGfL’ Service Desk Email Management

Email Type Breakdown

0

500

1000

1500

2000

2500

3000

Jan Feb Mar Apr May June

Delivery Support Enquiries Change Orders

In Commercial Confidence 17

Questions?