Time Related Charges Billing changes

1
Time Related ChargesBilling changes

• John Locker
• Head of Service Products
• May 2008

2
Agenda

• TRC Definition
• Background
• TRC Billing Changes Delivered to date
• TRC Billing Changes in Pipeline
• TRC Charge Descriptions for CP review
• Using the Fault Order Tracker via Openreach
  portal

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TRC Definition
A TRC (Time Related Charge) is when we hire out
an engineers time for providing or repairing
communications wiring and equipment at an end
users premises over and above the standard
Openreach product offering.
TRCs are raised when

• Fulfilment
• No Openreach Portfolio product exists (e.g. non
  standard provision)
• Providing extension services (for additional
  sockets, etc)

• Assurance
• Work is carried out at the CPs request beyond
  the Network Terminating Point.
• There has been work to repair damage to the line
  within the end users curtilage and the damage
  was the result of end user or their agent.

A fixed fee extension product is currently being
scoped as part of 3m demarcation implementation
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Background

• CP requests to provide greater job detail Clear
  Code information
• Need for standardised description of TRC work
  carried out
• CPs requirement for TRC information to be
  presented in real time to enable End User billing
• Problems encountered with eCo fault data.
• Criteria for TRC charging not understood
  particularly across EMP systems. (Clarification
  document to be issued WLR3)

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TRC Billing Changes Delivered To Date

• The eCo Closed Fault Database extended from 45 to
  90 days with improved visibility of charging
  (WLR2 only).
• Clear Code details have also been included
  (WLR2).
• eCo Clear Code Matrix updated with missing codes.
• Process for bulk reporting disputed charges.

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TRC Billing Changes in pipeline

• Aim to
• Improve the customer experience
• Increase standardisation of job data
• CRs to date have concentrated on providing CPs
  with Clear Code information on each job (akin to
  the what the engineer has completed on site)
• Proposal to also review and standardise the TRC
  Charge Description (eg the why its chargeable)
• Engineers would select from a drop down menu on
  their laptops and the relevant code would flow
  through to be included on invoices
• Removes uncertainty about some Clear Codes being
  / not chargeable

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TRC Billing Changes in pipeline

• Feasibility Study complete on how could work
  systems impacts, Field engineering input
• Issue communications to CPs and brief Industry
  fora April / May and invite comments by 4th June
  on proposed list of TRC Charge Descriptions
• Review CP comments and progress with BT Design
  and Field Operations target for delivery in
  upcoming EMP Releases
• Assess Feasibility of providing the TRC Charge
  Description and other details in the KCI message
  on job closure
• (Lists shown overleaf)

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TRC Charge Descriptions Visit only scenarios
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TRC Charge Descriptions Visit hourly charge
scenarios
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TRC, SFI and AVC data via the Fault Order
tracker on the Openreach portal

• Objective -
• To make information regarding Time Related
  Charges (TRC), Special Fault Investigation (SFI)
  and Abortive Visit Charges (AVC) available to CPs
• By -
• Creating an archive of relevant information
  accessible via the Fault and Order trackers on
  the Openreach portal
• Providing a download facility to enable CPs to
  obtain information on all jobs completed in a
  given week (files will remain available for
  longer than a week)
• Timescale
• Phase 1 Archive in place during week commencing
  12th May 2008
• Phase 2 Download facility available during June
  2008

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TRC, SFI and AVC data via the Fault Order
tracker on the Openreach portal

• Archive Features
• Individual event information available for 12
  months from job closure -
• Job notes
• Job notes summarised into a standard note
  format to provide a jargon free explanation plus
  any information missing from the original notes
• Details of charged units (visit, hours charged,
  stores packs) included viewed on a per job basis
  by taking an option to view the notes from the
  list of jobs in the archive
• Accessed via the Openreach portal (each CP will
  only be able to view their own information
• Download features
• CPs able to download a simple list of jobs that
  are held in the archive (Job References, dates,
  etc.
• A file of information (Job Reference, Date,
  Visits, Charged Hours, Stores and Standard Note)
  available to download weekly