BT 2015 Annual Report Download - page 76

74 BT Group plc
Annual Report 2015
e are providin ore inforation on our service and perforance
toboth our  custoers and their end custoers. e have launched a
website where  custoers can see detailed perforance inforation
for each UK reion. e have also introduced an incident checer to help
consuers identif probles with our networ in their area. nd we
have upraded our fibre broadband website so that people can see when
fibre is coin to their area.
he table to the riht shows penreachs service perforance
on a nuber of e easures. e publish this data with
additional levels of detail on a uarterl basis as part of our ove
towards reater transparenc and visibilit. t can be found here
www.hoeandwor.openreach.co.uour-responsibilities
o help us iprove further we launched a new custoer surve in
eceber atherin data fro soe of our larest s. he surve is
desined to aue end-custoer perception about their eperience
of an penreach enineers installation or repair visit. his will help us
better understand what opportunities for iproveent eist.
e are ain sinificant proress. e have iproved our response
ties fiin faults on averae 1 faster than last ear. espite
risin deand for our services we iproved our installation
lead-ties for copper services b four das. e have reduced
the nuber of coplaints b  and reduced the nuber of
appointentsissedb our enineers b .
urin the ear we eceeded all of the 0 new iniu service levels
for copper products for the installation of new lines and repairs to
eistin services introduced b fco. he becoe ore stretchin
in011.
ur focus on service helped us anae volatilit in deand. hans to
iproved plannin wor allocation resource deploent and increased
capacit as a result of our recruitent prorae we were able to deal
with ore repairs and deliver a better level of service to our custoers.
e were also better able to cope with etree weather conditions
includin severe stors in the outh est and ales in ctober and
tor achel which particularl aected cotland.
n our e custoer service easure of iht irst ie we eceeded
our taret b iprovin . 011 down 1.9.
lthouh we ade proress on iprovin our service this ear we
reconise that there is still ore we need to do. or eaple we have
been unable to install lines on new sites as fast as we would have lied.
e are now worin with house builders and developers to ae sure
that our processes are as ood as the can be and that people can et
our service in their new hoes proptl.
e are not satisfied with how uicl and reliabl we provide new thernet
circuits but we are pleased with our perforance on repairin the.
e are hirin ore people to help us iprove this. e are also worin
with our  custoers on a new process which reconises that dierent
custoers have dierent needs. or eaple soe prioritise certaint of
deliver tiin others care ore about speed of provision.
Openreach performance against service responsibilities
Movement
Q4
2014/15
Q4
2013/14
Home and work users
ew lines installed ontie 92.98% 9.11
verae tie to install with an
enineer worin das
13.46 1.
verae tie to install without
an enineer worin das
9.77 9.
nstallation reuirin an
enineer where wait is  das
or loner forappointent
0.00% 11.9
verae tie for first available
appointent date for new
installation worin das
6.70 11.1
ew lines reuirin an
enineer visit not installed
after 1 das past taret date
1.23% 0.
verae tie to fi faults
aintenance level 1
worindas
2.67 .
verae tie to fi faults
aintenance level 
worindas
1.79 .1
aults fied within areed tie
aintenance level 1
75.10% .
aults fied within areed tie
aintenance level 
75.66% .
Faults not cleared after
1das or ore
aintenance level 1
0.86% 0.
Faults not cleared after
1das or ore
aintenance level 
0.84% 0.9
Business users
verae tie to install on-net
services worin das
33.49 0.
verae tie to install
where new build is reuired
worindas
69.95 .
aults fied within areed tie 92.79% 9.1
Note: this compares the performance in the quarter and is not an annual measure.
proveent
tead perforance  aintainin focus
urther iproveent needed  plans in place to et bac on trac
Openreach’s service performance
www.homeandwork.openreach.co.uk/
our-responsibilities
Find out more