N3SP SERVICE OPERATIONS

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N3SP SERVICE OPERATIONS

• Presented by Neil Rasik Patel
• 9th February 2006

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Thank You for Inviting N3
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Presentation Objectives

• Who we are

Our Organisation

• What do we do

Our Function

• Our Value Add

Our Achievements
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Our Organisation Internal Interfaces
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Organisation Structure
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Helpdesk 0800 0850503

• Option 1

In Service (Faults)

• Option 2

Provision

• Option 3

CRM
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Escalations Normal Working Day

• 1st Line Escalation

Team Leader Geof Lawrence

• 2nd Line Escalation

Operations Manager Neil Elliott

• 3rd Line Escalation

Senior Operations Manager Rasik Patel

• 4th Line Escalation

Head of Service Carl Midgely
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Escalations Out of Hours

• 1st Line Escalation

Rota Team Member

• 2nd Line Escalation

Duty Manager
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Performance

• Helpdesk
• 197 increase in number of calls received since
  Jan 05
• Now averaging 3,500 calls per month

• Contracted Targets
• 0 15 Sec 15- 40 Sec 40 90 Sec
• 90 98 100

• Faults
• - 285 increase since Jan 05
• - Now averaging over 500 per month and
  increasing!

• Changes
• - 1100 increase since March 05

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Service Level Agreement
Each 3rd party supplier will have an agreed
Operational Level Agreement with N3SP
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Service Improvements

• Undertake analysis of call flow patterns (for
  management of peaks troughs)
• Review existing team structure for Operations to
  ensure optimisation use of skilled resources
• Increase integration and closer working between
  1st and 2nd Line teams

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Service Improvements

• Enhanced process in place for Acceptance into
  Service for new networks (Essex COIN, POP
  Upgrades)
• Develop closer working relationship across all
  Helpdesks (Option1, Option2 and Option 3)
• Centralised Customer Complaints and increased
  management focus
• Actively develop Team Members

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Major Incidents

• Global Customer Services standard process in
  place
• Looking to develop bespoke MI process with CFH
• Working with LSP, Spine Data Centres for a
  single MI process

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Futures

• Develop closer working relationships across all
  Service Desks
• Encourage visits to N3 Service Operations
  (Leavesden)
• Enhance focus on Management Information and
  Reporting
• Training and Development plans for Team Members
• Review and Develop Processes in line with
  Customer Requirements

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High Level Process for handling Fault Reporting
Assign Ticket to 1st Line Technical Support Team
Complete Diagnostics
Clear Fault and Test Services
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QUESTIONS