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Customer Service Plan
B2B gateway:
This task covers the automated data quality and completeness checks run against orders received from CPs. This also includes the automatic acknowledgement / rejection responses sent to the requesting CP through B2B.
Openreach Portal:
The Portal will validate the data before the CP submits the order. If the validations fail, then the order submission will be blocked.
Once the B2B gateway or Portal has successfully validated the CP request then Openreach systems will perform checks on the request to ensure they conform to business rules.
Openreach will perform subsequent validations specific to the request type and the product specified in the request.
You’ll receive a KCI Rejection if any of these validations fail.
Openreach will check for existing open orders on our systems that may conflict with this order.
If any validations fail, you will receive an order rejection message. We will not automatically reject duplicate orders at the same premises since these may be valid. You should look out for invalid duplicate orders as part of your order management processes so that these do not proceed and incur cancellation costs if they get past the point of no return. See more information about this in the Open order rules section.
Once Openreach has checked for open orders and notified the CP that the order has been accepted then a request is made to the relevant orchestration system to fulfil the order.
At this point Openreach will send a KCI-1 Order acknowledged message.
This process step only runs when Openreach receives an order cancellation request, or if an auto-cancellation is triggered because the CP has not responded to a delay message that requested an order amendment or other action.
This process will run to cancel the order on all of the Openreach order systems that need to know that the order is now cancelled so that further tasks are not triggered, and relevant field activities are stopped, if applicable. See the Cancel order section for more information.
At the start of order orchestration, we will determine if the provision is going to go down a 1-stage or a KCI2 Assure process.
The FoD delivery process drives a reactive build of an FTTP Passive optical network (PON) for the end customer order. FoD therefore uses exactly the same FTTP physical network components.
Where a FoD differs from a GEA-FTTP order is that the FTTP network components (including the splitter and CBT) are built reactively in response to the FoD order. The FoD L2C order therefore has two parts to it in one end-to-end process:
The FoD order process requires that the end customer accepts a defined Build Charge (similar to an ECC, but contributing to more of the cost of building the PON components (where needed) from the Exchange to the CBT.
Here is a summary of the FoD provision process:
If CPs want to have an indicative estimate of the Build Charge before placing an order, then any CP established for GEA-FTTP can request this.
In response to a request for an indicative build charge quotation, Openreach will provide a non-binding estimate of the build charge, where reasonably practicable.
The information provided by Openreach is for information only and the indicative build charge and the total homes passed (THP) by the PON build may change following a full survey.
How to do this is fully explained in the document entitled ‘FTTP on Demand indicative build cost quotation request form’, which can be found on the GEA-FTTP process page, here.
This process covers the receipt and initial logging of orders on Openreach systems. Automated checks are employed to reject orders that don't meet basic quality standards and the Openreach portal order journey accommodates many of these within the journey itself as described in the Place an order section.
You can find a summary process flow for how we validate and plan the order in the appendix of this document.