Telstra's Mike Wright

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Telstra's Mike Wright at CommsDay Melbourne Congress 2013

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<p>Slide 1</p> <p>CUSTOMER SERVICE THROUGH THICK AND THIN</p> <p>MIKE WRIGHTEXECUTIVE DIRECTORTelstra networks</p> <p>9 OCTOBER 2013</p> <p>TELSTRA TEMPLATE 4X3 BLUE BETA | TELPPTV4</p> <p>TELSTRA TEMPLATE 4X3 BLUE BETA | TELPPTV4</p> <p>TELSTRA TEMPLATE 4X3 BLUE BETA | TELPPTV4</p> <p>1</p> <p>The importance of networks</p> <p>2</p> <p>MOBILES CUSTOMERS* (DOMESTIC)</p> <p>3</p> <p>THE network connects millions ON EXTENSIVE INFRASTRUCTURE </p> <p>+1,441k</p> <p>MOBILES CUSTOMERS(CSL)</p> <p>+425k</p> <p>PSTN LINES*</p> <p>-287k</p> <p>FBB CUSTOMERS*</p> <p>+175k</p> <p>15.3m</p> <p>3.9m</p> <p>3.5m</p> <p>7.8m</p> <p>* Represents total customers. Retail and wholesale. </p> <p>3</p> <p>Weve had A challenging year </p> <p>4</p> <p>4</p> <p>an outage nowadays affectsMore than just telephones</p> <p>5</p> <p>5</p> <p>Warrnambool exchange fireVictoria November 2012</p> <p>6</p> <p>Warrnambool exchange fire</p> <p>7</p> <p>7</p> <p>Key actions taken in response toWarrnambool exchange fire</p> <p>8</p> <p>22 recommendations including permanent restoration of the exchangeThermal Imaging of key exchangesChanges to power and air conditioning operationIn building optical fibre diversity Network Deployment StandardA review of the number and location of recovery units including Mobile Exchange on Wheels (MEOW) and Cell on Wheels (COW) and Satellite Cell Wheels (Sat COW)Enhanced redundancy for Statenet Mobile Radio (SMR)</p> <p>8</p> <p>Ex-tropical cyclone OswaldQueensland January 2013</p> <p>9</p> <p>January 2013 outagesBrisbane Rockhampton; Brisbane Townsville</p> <p>10</p> <p>3</p> <p>4</p> <p>2</p> <p>1</p> <p>Cable Outages 2427 Jan 2013 </p> <p>1</p> <p>Near Bajool 24/01/13 30/01/13</p> <p>2</p> <p>Near Stanwell 25/01/13 26/01/13</p> <p>3</p> <p>Near Korenan 26/01/13 28/01/13</p> <p>4</p> <p>Near Harlin 27/01/13 29/01/13</p> <p>10</p> <p>TROPICALCYCLONE LARRY2006 (QLD)</p> <p>BLACKSATURDAYBUSHFIRES2009 (VIC)</p> <p>FLOODS 2011 (QLD)</p> <p>TROPICALCYCLONE YASI2011</p> <p>SEVERE WEATHER 2012 (WA)</p> <p>EX-TROPICAL CYCLONE OSWALD &amp; FLOODS 2013 (QLD)</p> <p>28,000 PSTNservices</p> <p>8,000 PSTNservices</p> <p>23,200 PSTNservices</p> <p>94,000 PSTNservices</p> <p>70,000PSTNservices</p> <p>438,000 PSTNservices</p> <p>40 mobilebase stations</p> <p>27 mobilebase stations</p> <p>159 mobile basestations</p> <p>220 mobilebase stations</p> <p>165mobilebase stations</p> <p>777 mobilebase stations</p> <p>3000 ADSLservices</p> <p>2700 ADSLservices</p> <p>13,600 ADSLservices</p> <p>32,000 ADSLservices</p> <p>20,600 ADSLservices</p> <p>179,000 ADSLservices</p> <p>190 network siteslost mains power</p> <p>40 network siteslost mains power</p> <p>375 network siteslost mains power</p> <p>680 network siteslost mains power</p> <p>863network siteslost mains power</p> <p>1010 network sites lost mains power</p> <p>11</p> <p>Impacts of recent natural disasters</p> <p>11</p> <p>Key actions taken in response toex-tropical cyclone oswald</p> <p>12</p> <p>Investigation into network resiliency of critical services in Queensland Additional transmission paths and third routes builtLeased third routes that automatically switch to the Telstra networkWilt feature activated on Telstra mobile networkAnnual national review and audit of the network</p> <p>12</p> <p>Weather-induced operational and customer service challenges</p> <p>13</p> <p>14</p> <p>Fault volume comparisonyear on year</p> <p>14</p> <p>Customer service deliveryPRIORITIES </p> <p>1 </p> <p>SAFETY OF STAFF AND CONTRACTORS </p> <p>2 </p> <p>Priority Medical assistance </p> <p>3 </p> <p>Network Flexibility </p> <p>Minimise business risk </p> <p>FAULTY SERVICES RESTORATION </p> <p>When conditions, access and safety allow, we assess damage to infrastructure and begin restoring impacted services.</p> <p>We restore services in this order: Medical Priority Assist/Regulatory obligationsNetwork and infrastructureContracted Service Level Agreements Other impacted services</p> <p>Customers waiting to have new activations connected may be waiting longer than usual. </p> <p>INSERT TEXT</p> <p>NEW SERVICE ACTIVATIONS</p> <p>15</p> <p>15</p> <p>Impact on customers</p> <p>Telstra services fault levels in March were 5.1 times higher than the long term averageUp to 300 staff moved around the countryBy the end of June Telstra had fixed more than one million faults in the year for retail and wholesale customersChallenge to deliver on our retail and wholesale customer expectationsWe recognise the frustration caused by delays</p> <p>16</p> <p>16</p> <p>Telstra Operations function into the future</p> <p>17</p> <p>Rebalancing our workforce:Adding resources in field service area additional 200 field staff in place in FY2014 as well as additional trained contractor resources. More flexible, agile and national approach to managing operations workforce.The focus of our Operations team remains on delivering high quality service to our all customers.</p> <p>17</p> <p>NETWORK RELIABILITY IS SOMETHING WE SHOULD ALL BE THINKING ABOUT</p> <p>18</p> <p>18</p> <p>Thank you</p> <p>19</p>