GEN027/12 Service update and plan for covering the Easter period

30/03/2012    For Information

This briefing on current service levels and the plan for covering the Easter period is for all Communications Providers

The purpose of this brief is to provide an update on our provision and repair performance across the UK and also outlines our plans for the coming Easter period

As you will be aware, we have recently been delivering an improving level of service across all UK regions against current provision lead times and have continued to maintain a high service level for repair. 

Given this, we wanted to update you on our plans for provision and repair as we approach the Easter holidays.

Through the delivery of our Winter Plan, and the start of our Spring Plan, we have made excellent progress in reducing our provision work-stack and associated appointment lead-times and our current provision appointment lead-time is now around 4.5 working days, significantly ahead of our committed standard service.

This is a result of the exceptionally high level of investment we have made in recent months to stabilise the service we deliver to you and your own customers. We have had some helpful feedback about the positive benefit of faster delivery which we will use to help shape our thinking about future service options and designed to be of interest to those of our customers who want to differentiate on service.

In the coming Easter period, we have two Bank Holidays across England and Wales, and one in Scotland and we have a plan to take us through this period with limited impact to service and lead-times.

Over this period our plan is to maintain a high level of focus on repair, and as a result the provision appointment books will return to more normal levels, although still well within our stated SLG lead times. In addition, we have a robust contingency plan in readiness should we see a surge in repair demand. 

KJS

The contents of this briefing are accurate at the time of writing and are subject to change.

Please discuss any queries or issues in relation to this briefing with your Sales & Relationship Manager or Service contact, who will be pleased to assist.

Our Customer News Centre is now available at www.news-openreach.co.uk which will provide you with a central point to check out the latest news and briefings information from Openreach.