BT Wholesale to Reduce Fault Numbers
The last winter has gone down in Met Office annals as the harshest in 31 years. But despite the big freeze and its prolonged impact on the UK’s infrastructures, in February 2010 BT Wholesale’s Service team reports hitting a figure of 99.8% for on-time deliveries of private circuits and 93.8% for on-time repairs. Both look good compared to the target of 90% set 24 months ago.
And with the possibility that this is the type of winter we should start to expect, the BT Wholesale team has pledged to not only work harder to maintain and improve on these numbers, they will also be focusing on a drastic reduction in the number of fault reports.
Malcolm Butler, BT Wholesale’s General Manager for Service Assurance, outlines some of the initiatives in the multi-pronged approach the team is taking. He says: “We’ve analysed that 35% of the fault reports we get from customers result from a problem in their own network rather than in BT’s. So we’re developing better ways to support them in identifying these.”
“We’re also launching a new communications channel” adds Malcolm. “This will give customers access by instant messaging to a team of technicians so they can get early advice on technical problems without having to report a fault.
And a third project is looking at core network faults, such as ones caused by cut cable accidents or floods. Currently we re-route circuits manually to by-pass problem areas. But we’re now planning an automated re-routing system. That will potentially mean a faster restoration of services.”
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