BroadBand Service Product Evolution and Harmonisation



BTW is evolving our Broadband Service products portfolio – traditionally known as Standard & Enhanced care.

We recognise that one size doesn’t fit all and that a flexible approach is required to which supports your individual needs and those of your end users. Our aim is to improve service outcomes generally and better align to CP offerings to end users – in particular business end users. We’ve 3 key focus areas:

• service products and repair timeframes
• changes to fault & diagnostic processes inc engineering visits
• SLAs against network performance and applications assurance

We are at how we can harmonise these products across our entire broadband portfolio – IPstream, Datastream and our 21CN based WBC End User Access products.

How can I find out more about BTW’s current thinking?
Customer Workshop 22/09/2009   -  We held a customer workshop where we shared our proposal on service products and repair timeframes, our current plans for changes to fault & diagnostic processes inc engineering visits and shared our early thoughts on SLAs against network performance and applications assurance.

We also held a further webcall on the 26th November 2009 where we shared more details on the proposals that we are intending to proceed with and gave updates on likely timescales for pricing and launch.

Service Harmonisation webcalls - We held a couple of webinars during August (18th & 24th) to share our early thinking on our BB service product evolution and harmonisation. We’ve made the webinar available on playback, just in case you missed it, just need a reminder or want to share information with your colleagues. The call takes you through our approach and some of our ideas as well as how you can give your feedback and includes the questions and answers asked by your CP colleagues during the session. We’re running a feedback loop (which includes a questionnaire and bi-laterals) until mid September 2009 to gain your views. If you access the webinar replay or attended one of the live sessions we’ll automatically involve you in this process

If you would like a quick reminder of some of the detail please refer to the slides presented at the webcalls - these may be found here.   

How does this fit in with our wider engagement around Business End User requirements?
Business requirements workshop 3rd August 09  - We know that service offerings are only one part of the jigsaw along with functionality and features when it comes to meeting the needs of your business customers. We held a workshop at the beginning of August to look at this market in the round.