eircom KPI Report Q1 (Jan - Mar) 2014 Version: 1 Date: 12/06/14

Transcription

1 eircom KPI Report Q1 (Jan - Mar) 2014 Version: 1 Date: 12/06/14

2 Please note that for the purposes of the Freedom of Information Acts, 1997 and 2003, and, in the context of eircom's general rights and obligations, information supplied in this document may contain commercially sensitive and price sensitive information consisting of financial, commercial, technical or other information whose disclosure to a third party could result in financial loss to eircom, or could prejudice the competitive position of eircom in the conduct of its business, or could otherwise prejudice the conduct or outcome of contractual or other negotiations to which eircom is a party or could result in a breach of the laws regarding Insider Dealing. No part of this document, or any software included with it, may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, including photocopying, electronic, mechanical, recording or otherwise, except in accordance with written agreement with eircom Limited. The disclosure of its contents to any third party is strictly prohibited without the prior written consent of eircom Limited. 1

3 Background - In September 2010 ComReg issued a consultation document on the Introduction of Key Performance Indicators for Regulated Markets. This consultation proposed the introduction of KPIs in four regulated markets: Retail Narrowband Access Wholesale Broadband Access Wholesale Physical Network Infrastructure Access, and Terminating Segments of Wholesale Leased Lines Services are made available by alternative providers in all of these markets and many are based on wholesale elements supplied by eircom. In June 2011 ComReg issued Response to Consultation and Decision Notice (D05/11) directing eircom to publish all of the proposed KPIs in a single place to enable explicit comparisons to be made between Wholesale outputs and the equivalent inputs provided to eircom Retail. This transparency provides an assurance to consumers that the products and related services used by both eircom retail and eircom wholesale customers are of the same standard, and that no discrimination in respect of eircom s wholesale services occurs. 2

4 Products included in the KPI metrics - Retail Narrowband Access Market (i) SB-WLR (ii) WLA and (iii) eircom s Retail PSTN & ISDN BRA products Wholesale Bitstream Access Market Current Generation (i) Wholesale Bitstream Services and (ii) eircom Retail Broadband Services Wholesale Physical Network Infrastructure Access Market (i) Line Share and (ii) eircom Retail Broadband Service (iii) ULMP / GLUMP Services and (iv) eircom Retail PSTN&ISDN Service and Wholesale Terminating Segment of Wholesale Leased Lines Market (i) Wholesale provided traditional Leased Lines / PPC EULs, and (ii) eircom Retail provided traditional Leased Lines and (iii) Wholesale provided NGN Ethernet Leased Lines / WSEA and (iv) eircom Retail provided NGN Ethernet Leased Lines Wholesale Bitstream Access Market Next Generation (i) NGA FTTC POTs Based Services (ii) NGA FTTC Standalone and (iii) NGA FTTH 3

5 Summary of KPI metrics - The KPI metrics for each Market are split between Supply and Repair of Service Metrics associated with Supply of Services % connections in x working days Average connection time Quality of supply (included for narrowband and broadband markets) Metrics associated with Repair of Services % repairs in x working days Average repair time Quality of repair (included for narrowband and broadband markets) 4

6 List of tables KPI metrics - Table 1: Retail Narrowband Access KPIs Table 2: Wholesale Broadband Access KPIs Table 3: Wholesale Physical Network Infrastructure Access (Line Share) KPIs Table 4: Wholesale Physical Network Infrastructure Access (ULMP) KPIs Table 5: Terminating Segments of Leased Lines (Leased Line Supply) KPIs Table 6: Terminating Segments of Leased Lines (NGN Ethernet Supply) KPIs Table 7: Terminating Segments of Leased Lines (Leased Line Order Designation) KPIs Table 8: Terminating Segments of Leased Lines (NGN Ethernet Order Designation) KPIs Table 9: Terminating Segments of Leased Lines (Fault Repair) KPIs Table 10: Next Generation Access FTTC POTs Based Services Table 11: Next Generation Access FTTC Standalone Services Table 12: Next Generation Access FTTH Services 5

7 Table 1 RETAIL NARROWBAND ACCESS KPIs

8 Table 1 : Narrowband Access KPIs In-Situ /EE Connection This refers to all Electronically Enabled lines or Electronic Transfer of lines to/from SB-WLR/WLA/Retail PSTN & ISDN BRA Order Types Included: LNI (New Line In-Situ), MI (Move In-Situ), PW (Provide SB- WLR) Other Connection This refers to all new line connections in SB-WLR/WLA/Retail PSTN&ISDN BRA Order Types Included: LNN (New Line Non In-Situ), MN (Move Non In-Situ) 7

9 Table 1 : Narrowband Access KPIs Jan-14 Feb-14 Mar-14 Retail SB-WLR WLA Retail SB-WLR WLA Retail SB-WLR WLA Metrics associated with Supply of Service 1.1 In-Situ/EE Connection in 2WD 96.51% 97.50% 93.74% 97.70% 98.37% 96.90% 97.86% 91.72% 96.76% 1.2 Average In-Situ/EE Connection Time (WDs) Quality of In-Situ/EE Supply 97.76% 96.36% 96.61% 97.81% 96.61% 97.83% 97.73% 97.11% 97.31% 1.4 Other Connections in 10WD 63.60% 57.48% 57.56% 66.15% 75.54% 65.44% 82.81% 81.42% 76.95% 1.5 Average Other Connections Supply Time (WDs) Quality of Other Connections Supply 97.15% 96.85% 95.50% 97.92% 91.73% 96.49% 97.63% 94.43% 95.96% Metrics associated with Repair of Service 1.7 Fault Repair in 2WD 52.24% 53.08% 59.65% 38.98% 42.70% 44.32% 38.01% 39.61% 44.56% 1.8 Fault Repair in 5WD 82.40% 82.31% 86.86% 77.09% 77.68% 78.42% 66.09% 66.10% 75.60% 1.9 Fault Repair in 10WD 93.85% 93.29% 94.64% 93.32% 93.21% 94.53% 79.81% 78.92% 87.06% 1.10 Average Fault Repair Time (WDs) Fault Incidence Quality of Repair 89.90% 91.27% 93.83% 94.17% 95.11% 96.26% 96.94% 97.43% 98.05% Table 1 : Narrowband Access KPIs 8

10 Table 1 : Narrowband Access KPIs Comment on Table 1 In-Situ/EE Connections The PW transfer order has an inbuilt delay where the line configuration is done at 4am. Therefore, if an order is received at 9am it will validate and do all the necessary steps, usually within minutes, but then the system will wait until 4am before configuring the line. As a result PW orders will not be delivered on the same day as the order is received. All Other Connections As the volumes of SB-WLR are low compared to eircom Retail variations in the comparative performance between retail and Wholesale can occur. Repair Of Service A greater % of WLA lines are in Urban areas compared with SB-WLR lines which has more rural / very rural lines. The repair time associated with rural / very rural lines is greater that urban lines. 9

11 Table 2 WHOLESALE BROADBAND ACCESS KPIs

12 Table 2 : Broadband Access KPIs Transfer Connection This refers to all Electronic Transfer of Broadband services to/from wholesale customers / Retail customers (excludes transfers with jumpering) Order Types Included: XB (Transfer Bitstream ) Other Connections This refers to all new Broadband connections Order Types Included: PB (Provide Bitstream) 11

13 Table 2: Broadband Access KPIs Jan-14 Feb-14 Mar-14 Retail Broadband Wholesale Bitstream Retail Broadband Wholesale Bitstream Retail Broadband Wholesale Bitstream Metrics associated with Supply of Service 2.1 Transfer Connection in 2WD 99.30% 99.15% 99.32% 99.56% 99.43% 99.11% 2.2 Average Transfer Connection Time (WDs) Quality of Transfer Supply 99.84% 99.76% 99.66% 99.73% 99.89% 99.80% 2.4 Other Connections in 5WD 78.26% 77.21% 93.16% 92.99% 88.53% 90.00% 2.5 Average Other Connections Supply Time (WDs) Quality of Other Connections Supply 98.82% 97.35% 99.06% 98.01% 99.26% 97.84% Metrics associated with Repair of Service 2.7 Fault Repair in 2WD 75.91% 71.20% 63.50% 48.14% 68.38% 53.54% 2.8 Fault Repair in 5WD 92.68% 91.62% 90.80% 85.35% 89.73% 78.54% 2.9 Fault Repair in 10WD 97.26% 96.34% 98.81% 94.42% 94.32% 90.27% 2.10 Average Fault Repair Time (WDs) Quality of Repair 99.70% 98.43% 99.70% 99.53% 99.19% 99.78% Table 2: Broadband Access KPIs 12

14 Table 2 : Broadband Access KPIs Comment on Table 2 Repair Of Service As the volumes of faults are very low variations in the comparative performance between Retail and Wholesale can occur. The variation this quarter is compounded with the advent of the prolonged severe storm conditions. 13

15 Table 3 WHOLESALE PHYSICAL NETWORK INFRASTRUCTURE ACCESS (LINE SHARE) KPIs

16 Table 3 : Wholesale Physical Network Infrastructure Access (Line Share) KPIs All Connection This refers to all new Line Share connections and Retail Broadband connections that require jumpering Order Types Included: PLS (Provide Line Share) 15

17 Table 3: Wholesale Physical Network Infrastructure Access (Line Share) KPIs Jan-14 Feb-14 Mar-14 Retail Broadband Wholesale Line Share Retail Broadband Wholesale Line Share Retail Broadband Wholesale Line Share Metrics associated with Supply of Service 3.1 Connections in 5WD 69.78% 71.71% 90.59% 76.46% 84.89% 48.00% 3.2 Average Supply Time (WDs) Quality of Supply 98.61% 98.75% 98.94% 98.68% 99.19% 98.63% Metrics associated with Repair of Service 3.4 Fault Repair in 2WD 77.32% 86.09% 63.64% 75.25% 67.73% 71.96% 3.5 Fault Repair in 5WD 92.65% 96.03% 90.91% 93.43% 89.24% 90.65% 3.6 Fault Repair in 10WD 97.12% % 98.70% 98.99% 93.90% 99.07% 3.7 Average Fault Repair Time (WDs) Quality of Repair 99.68% 98.01% 99.68% 99.49% 99.13% 99.07% Table 3: Wholesale Physical Network Infrastructure Access (Line Share) KPIs 16

18 Table 3 : Wholesale Physical Network Infrastructure Access (Line Share) KPIs Comment on Table 3 Connections Line Share orders require jumpering to be completed at exchanges. Jumpering jobs are considered as filler jobs, i.e. these short duration jobs are automatically distributed when technicians are scheduled for larger jobs in an exchange area. However Line Share orders cannot be differentiated between a migration and non-migration order. As Bulk Line Share migration projects is currently an option Line Share orders are manually assigned to technicians on an appointment basis. Performance on line share was impacted by a significant Bitstream to Line Share project which was underway at the same time. BAU line share orders were inadvertently grouped with project orders. Controls are in place to ensure that this does not happen going forward. This was in conjunction with the very significant storm impact in the same period. Repair Of Service As the volumes of Line Share faults are very low compared to eircom Retail variations in the comparative performance between retail and Wholesale can occur. 17

19 Table 4 WHOLESALE PHYSICAL NETWORK INFRASTRUCTURE ACCESS (ULMP) KPIs

20 Table 4 : Wholesale Physical Network Infrastructure Access (ULMP) KPIs In-Situ Transfer Connection This refers to all new ULMP connections from other ULMP/SB-WLR/WLA/eircom Retail operators and eircom Retail connections from ULMP operators Order Types Included: PUI (Provide ULMP on In-Situ Line), PU (Provide ULMP on active line), PUG (Provide ULMP with GNP on active line) Connections This refers to all new line connections and eircom Retail new line connections Order Types Included: PUS (Provide ULMP on a Spare Path / new Non-Insitu Line) 19

21 Table 4: Wholesale Physical Network Infrastructure Access (ULMP) KPIs Metrics associated with Supply of Service Retail Jan-14 Wholesale ULMP Feb-14 Wholesale Retail ULMP Retail Mar-14 Wholesale ULMP 4.1 In-Situ Transfer Connections in 5WD 15.00% 53.52% 20.90% 61.90% 14.29% 56.00% 4.2 Average In-Situ Transfer Connection Supply Time (WDs) Quality of In-Situ Transfer Supply % 78.87% 94.03% 80.95% 85.71% 77.33% 4.4 Connections in 10WD 63.60% 69.48% 66.15% 79.81% 82.81% 87.01% 4.5 Average Supply Time (WDs) Quality of Supply 98.14% 92.21% 98.60% 87.79% 98.47% 91.53% Metrics associated with Repair of Service 4.7 Fault Repair in 2WD 51.97% N/A 37.35% N/A 36.44% N/A 4.8 Fault Repair in 5WD 81.74% N/A 75.30% N/A 64.25% N/A 4.9 Fault Repair in 10WD 93.46% N/A 92.53% N/A 78.23% N/A 4.10 Average Fault Repair Time (WDs) N/A N/A N/A 4.11 Quality of Repair 91.70% N/A 95.36% N/A 97.39% N/A 4.12 Fault Repair in 3WD N/A 84.00% N/A 75.95% N/A 66.04% 4.13 Fault Repair in 6WD N/A 92.00% N/A 91.14% N/A 80.19% 4.14 Fault Repair in 11WD N/A 95.00% N/A 97.47% N/A 90.57% 4.15 Average Fault Repair Time (WDs) N/A N/A N/A Quality of Repair N/A 99.00% N/A % N/A % 4.17 Fault Incidence Table 4: Wholesale Physical Network Infrastructure Access (ULMP) KPIs 20

22 Table 4 : Wholesale Physical Network Infrastructure Access (ULMP) KPIs Comment on Table 4 Repair of Service As the volumes of ULMP faults are very low compared to eircom Retail variations in the comparative performance between retail and Wholesale can occur. 21

23 Table 5 TERMINATING SEGMENTS OF LEASED LINES (LEASED LINE SUPPLY) KPIs

24 Table 5: Terminating Segments of Leased Lines (Leased Line Supply) KPIs Leased Lines This refers to all new Wholesale Leased Lines / PPC EULs and eircom Retail Leased Lines The provisioning is split between Standard (STD), Project (PRJ) and Non-Standard (NSTD) Orders. Data orders are validated as Standard or Non-Standard. Standard: A circuit which is ordered and all components are available to eircom to provide the circuit in the Standard lead times are validated as Standard. Non Standard: A circuit which is ordered and there are impediments to eircom delivering the order. Orders that are validated as Non Standard are given a forecasted delivery date. Some Non Standard orders are designated as Project when eircom assigns a project manager to implement them. Project orders include where a customer orders a number of circuits to the same premises or wishes them to be delivered over a set period of time. These orders are assigned a project manager and deemed to be a project. A Due Delivery Date is agreed between the customer and eircom for delivery of the orders. 23

25 Table 5: Terminating Segments of Leased Lines (Leased Line Supply) KPIs Retail Wholesale Jan '14 100% of Orders STD Prj NSTD Total STD Prj NSTD Total 5.1: Average Supply Time < 2Mb/s (WDs) : Average Supply Time = 2Mb/s (WDs) : Average Supply Time > 2Mb/s (WDs) 97.5% of Orders STD Prj NSTD Total STD Prj NSTD Total 5.4: Average Supply Time < 2Mb/s (WDs) : Average Supply Time = 2Mb/s (WDs) : Average Supply Time > 2Mb/s (WDs) Feb '14 100% of Orders STD Prj NSTD Total STD Prj NSTD Total 5.1: Average Supply Time < 2Mb/s (WDs) : Average Supply Time = 2Mb/s (WDs) : Average Supply Time > 2Mb/s (WDs) % of Orders STD Prj NSTD Total STD Prj NSTD Total 5.4: Average Supply Time < 2Mb/s (WDs) : Average Supply Time = 2Mb/s (WDs) : Average Supply Time > 2Mb/s (WDs) Mar '14 100% of Orders STD Prj NSTD Total STD Prj NSTD Total 5.1: Average Supply Time < 2Mb/s (WDs) : Average Supply Time = 2Mb/s (WDs) : Average Supply Time > 2Mb/s (WDs) % of Orders STD Prj NSTD Total STD Prj NSTD Total 5.4: Average Supply Time < 2Mb/s (WDs) : Average Supply Time = 2Mb/s (WDs) : Average Supply Time > 2Mb/s (WDs) Table 5: Terminating Segments of Leased Lines (Leased Line Supply) KPIs 24

26 Table 5: Terminating Segments of Leased Lines (Leased Line Supply) KPIs Comment on Table 5 The volumes of Leased Lines are below a statistical threshold and therefore too low to be reasonably used to measure comparative performance between retail and wholesale 25

27 Table 6 TERMINATING SEGMENTS OF LEASED LINES (NGN ETHERNET SUPPLY) KPIs

28 Table 6: Terminating Segments of Leased Lines (NGN Ethernet Supply) KPIs NGN Ethernet This refers to all new Wholesale NGN and eircom Retail NGN Leased Lines The provisioning is split between Standard (STD), Project (PRJ) and Non-Standard (NSTD) Orders. Data orders are validated as Standard or Non-Standard. Standard: A circuit which is ordered and all components are available to eircom to provide the circuit in the Standard lead times are validated as Standard. Non Standard: A circuit which is ordered and there are impediments to eircom delivering the order. Orders that are validated as Non Standard are given a forecasted delivery date. Some Non Standard orders are designated as Project when eircom assigns a project manager to implement them. Project orders include where a customer orders a number of circuits to the same premises or wishes them to be delivered over a set period of time. These orders are assigned a project manager and deemed to be a project. A Due Delivery Date is agreed between the customer and eircom for delivery of the orders. 27

29 Table 6: Terminating Segments of Leased Lines (NGN Ethernet Supply) KPIs Retail Wholesale Jan '14 100% of Orders STD Prj NSTD Total STD Prj NSTD Total 6.1: Average Supply Time < 10Mb/s (WDs) 6.2: Average Supply Time 10Mb/s (WDs) % of Orders STD Prj NSTD Total STD Prj NSTD Total 6.3: Average Supply Time < 10Mb/s (WDs) 6.4: Average Supply Time 10Mb/s (WDs) Feb '14 100% of Orders STD Prj NSTD Total STD Prj NSTD Total 6.1: Average Supply Time < 10Mb/s (WDs) 6.2: Average Supply Time 10Mb/s (WDs) % of Orders STD Prj NSTD Total STD Prj NSTD Total 6.3: Average Supply Time < 10Mb/s (WDs) 6.4: Average Supply Time 10Mb/s (WDs) Mar '14 100% of Orders STD Prj NSTD Total STD Prj NSTD Total 6.1: Average Supply Time < 10Mb/s (WDs) 6.2: Average Supply Time 10Mb/s (WDs) % of Orders STD Prj NSTD Total STD Prj NSTD Total 6.3: Average Supply Time < 10Mb/s (WDs) 6.4: Average Supply Time 10Mb/s (WDs) Table 6: Terminating Segments of Leased Lines (NGN Ethernet Supply) KPIs 28

30 Table 6: Terminating Segments of Leased Lines (NGN Ethernet Supply) KPIs Comment on Table 6 The volumes of NGN Ethernet services are below a statistical threshold and therefore too low to be reasonably used to measure comparative performance between retail and wholesale 29

31 Table 7 TERMINATING SEGMENTS OF LEASED LINES (LEASED LINE ORDER DESIGNATION) KPIs

32 Table 7: Terminating Segments of Leased Lines (Leased Line Order Designation) KPIs Leased Lines This refers to all new Wholesale Leased Lines / PPC EULs and eircom Retail Leased Lines The provisioning is split between Standard (STD), Project (PRJ) and Non-Standard (NSTD) Orders. 31

33 Table 7: Terminating Segments of Leased Lines (Leased Line Order Designation) KPIs Retail Wholesale Jan '14 STD Prj NSTD STD Prj NSTD 7.1: 100% Orders < 2Mb/s 100% 100% 7.2: 100% Orders = 2Mb/s 83% 17% 7.3: 100% Orders > 2Mb/s Feb '14 STD Prj NSTD STD Prj NSTD 7.1: 100% Orders < 2Mb/s 100% 100% 7.2: 100% Orders = 2Mb/s 89% 11% 7.3: 100% Orders > 2Mb/s 100% Mar '14 STD Prj NSTD STD Prj NSTD 7.1: 100% Orders < 2Mb/s 40% 20% 40% 7.2: 100% Orders = 2Mb/s 71% 29% 7.3: 100% Orders > 2Mb/s 100% Table 7: Terminating Segments of Leased Lines (Leased Line Order Designation) KPIs 32

34 Table 7: Terminating Segments of Leased Lines (Leased Line Order Designation) KPIs Comment on Table 7 The volumes of Leased Lines are below a statistical threshold and therefore too low to be reasonably used to measure comparative performance between retail and wholesale 33

35 Table 8 TERMINATING SEGMENTS OF LEASED LINES (NGN ETHERNET ORDER DESIGNATION) KPIs

36 Table 8: Terminating Segments of Leased Lines (NGN Ethernet Order Designation) KPIs NGN Ethernet This refers to all new Wholesale WSEAs and eircom Retail NGN Leased Lines The provisioning is split between Standard (STD), Project (PRJ) and Non-Standard (NSTD) Orders. 35

37 Table 8: Terminating Segments of Leased Lines (NGN Ethernet Order Designation) KPIs Retail Wholesale Jan '14 STD Prj NSTD STD Prj NSTD 8.1: 100% Orders < 10Mb/s 8.2: 100% Orders 10Mb/s 39% 4% 57% 27% 18% 55% Feb '14 STD Prj NSTD STD Prj NSTD 8.1: 100% Orders < 10Mb/s 8.2: 100% Orders 10Mb/s 56% 44% 30% 7% 63% Mar '14 STD Prj NSTD STD Prj NSTD 8.1: 100% Orders < 10Mb/s 8.2: 100% Orders 10Mb/s 14% 34% 52% 36% 19% 45% Table 8: Terminating Segments of Leased Lines (NGN Ethernet Order Designation) KPIs 36

38 Table 8: Terminating Segments of Leased Lines (NGN Ethernet Order Designation) KPIs Comment on Table 8 The volumes of NGN Ethernet services are below a statistical threshold and therefore too low to be reasonably used to measure comparative performance between retail and wholesale 37

39 Table 9 TERMINATING SEGMENTS OF LEASED LINES (FAULT REPAIR) KPIs

40 Table 9: Terminating Segments of Leased Lines (Fault Repair) KPIs Jan '14 <8 WHs <24 WHs >24 WHs <8 WHs <24 WHs >24 WHs 9.1:Leased Lines 68% 24% 8% 67% 33% 9.2: NGN Ethernet 92% 8% 88% 8% 4% Feb '14 <8 <24 >24 <8 <24 WHs >24 WHs WHs WHs WHs WHs 9.1:Leased Lines 61% 20% 19% 65% 24% 12% 9.2: NGN Ethernet 67% 22% 11% 43% 57% Mar '14 Retail Wholesale <8 WHs <24 WHs >24 WHs <8 WHs <24 WHs >24 WHs 9.1:Leased Lines 53% 39% 9% 82% 18% 9.2: NGN Ethernet 100% 77% 23% Table 9: Terminating Segments of Leased Lines (Fault Repair) KPIs 39

41 Table 9: Terminating Segments of Leased Lines (Fault Repair) KPIs Comment on Table 9 The volumes of NGN Ethernet faults are below a statistical threshold and therefore too low to be reasonably used to measure comparative performance between retail and wholesale 40

42 Table 10 WHOLESALE BROADBAND ACCESS KPIs

43 Table 10 : NGA FTTC POTs Based Broadband Access KPIs Connections This refers to all new provides of NGA FTTC POTs Based Broadband services to/from wholesale customers / Retail customers Order Types Included: PPN, PPW 42

44 Table 10: NGA FTTC POTs Based Broadband Access KPIs FTTC - PB Metrics associated with Supply of Service Retail Jan-14 Operators WLA Retail Feb-14 Operators WLA Retail Mar-14 Operators WLA 10.1 Appointments met by eircom 99.87% 99.95% N/A 99.36% 99.71% N/A 99.41% 99.16% N/A 10.2 Quality of Supply 99.39% 99.43% N/A 98.98% 99.63% N/A 99.12% 99.58% N/A Metrics associated with Repair of Service 10.3 Fault Repair in 2WD 38.68% 53.85% N/A 34.43% 18.5% N/A 33.09% 39.29% N/A 10.4 Fault Repair in 5WD 81.13% 92.31% N/A 83.61% 63.0% N/A 76.98% % N/A 10.5 Fault Repair in 10WD 94.34% % N/A 97.54% 88.9% N/A 94.96% % N/A 10.6 Average Fault Repair Time (WDs) N/A N/A N/A 10.7 Quality of Repair 99.06% % N/A 93.44% 100% N/A 94.24% % N/A Table 10 : NGA FTTC POTs Based Broadband Access KPIs 43

45 Table 10: NGA FTTC POTs Based Broadband Access KPIs Comment on Table 10 Provisioning and Repair Of Service As the volumes of faults are very low variations in the comparative performance between Retail and Wholesale can occur. 44

46 Table 11 WHOLESALE BROADBAND ACCESS KPIs

47 Table 11 : NGA FTTC Standalone Broadband Access KPIs Connections This refers to all new provides of NGA FTTC Standalone Broadband services to/from wholesale customers / Retail customers Order Types Included: PNN, PNO, PNW 46

48 Table 11: NGA FTTC Standalone Broadband Access KPIs FTTC - SA Metrics associated with Supply of Service Retail Jan-14 Operators WLA Retail Feb-14 Operators WLA Retail Mar-14 Operators WLA 11.1 Appointments met by eircom 98.94% 95.73% N/A 98.67% 92.76% N/A 99.60% 99.13% N/A 11.2 Quality of Supply 99.47% 98.20% N/A 99.56% 98.91% N/A 99.20% 98.27% N/A Metrics associated with Repair of Service 11.3 Fault Repair in 2WD 14% 50.00% N/A 14% 6.67% N/A 42.11% 32.61% N/A 11.4 Fault Repair in 5WD 57% 85.3% N/A 71% 43.33% N/A 68.42% 73.91% N/A 11.5 Fault Repair in 11WD 100% 94.1% N/A 86% 80.00% N/A 89.47% 91.30% N/A 11.6 Average Fault Repair Time (WDs) N/A N/A N/A 11.7 Quality of Repair 100% 97.1% N/A 85.71% 83.33% N/A % % N/A Table 11 : NGA FTTC Standalone Broadband Access KPIs 47

49 Table 11: NGA FTTC Standalone Broadband Access KPIs Comment on Table 11 Provisioning and Repair Of Service In February 14 there was a small drop in % on operator appointment orders met by eircom. These orders were delayed on the eircom BSS systems due to an issue around number ranges. As a result the order did not reach the field technicians in time for the appointment to be met. There was a process change made at the last release of the UG (April 12th) to ensure that if an order has not reached works management centre by 12pm the working day before the appointment then an RI (Reschedule Indicated) is sent automatically to the Operator indicating that the appointment needs to be changed. Once the issue has been resolved a RR (Reschedule Request) is then sent to the Operator. As a result of this change no orders are now arriving at the works management centre after the appointment date has passed. As the volumes of faults are very low variations in the comparative performance between Retail and Wholesale can occur. 48

50 Table 12 WHOLESALE BROADBAND ACCESS KPIs

51 Table 12 : NGA FTTH Broadband Access KPIs Connections This refers to all new provides of NGA FTTH Broadband services to/from wholesale customers / Retail customers Order Types Included: PPN, PPW, PNN, PNO, PNW 50

52 Table 12: NGA FTTH Broadband Access KPIs FTTH Metrics associated with Supply of Service Retail Jan-14 Operators WLA Retail Feb-14 Operators WLA Retail Mar-14 Operators WLA 12.1 Appointments met by eircom % - N/A 96.55% % N/A 98.63% % N/A 12.2 Quality of Supply % - N/A % % N/A % % N/A Metrics associated with Repair of Service 12.3 Fault Repair in 2WD - - N/A - - N/A - - N/A 12.4 Fault Repair in 5WD - - N/A - - N/A - - N/A 12.5 Fault Repair in 12WD - - N/A - - N/A - - N/A 12.6 Average Fault Repair Time (WDs) - - N/A - - N/A - - N/A 12.8 Quality of Repair - - N/A - - N/A - - N/A Table 12: NGA FTTH Broadband Access KPIs 51

53 Table 12: NGA FTTH Broadband Access KPIs Comment on Table 12 Provisioning and Repair Of Service As the volumes of faults are very low variations in the comparative performance between Retail and Wholesale can occur. 52

54 The End