Customer Service Plan

CSP Common Sections - version 01

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11.01 – SSRAMS (Site-Specific Risk Assessment and Method Statement)

11.01.1. SSRAMS Overview

This process provides CPs with a simple way to request a Site-Specific Risk Assessment and Method Statement (SSRAMS).

SSRAMS - A site specific risk assessment that needs to be carried out at the end customers premise prior to the provision/fault appointment date. Allocation of an engineer to carry out the SSRAMS is subject to engineering availability

SSRAMS can be requested via a Formwize. 

• Your Request must be requested within the associated lead time, minimum of 15 working days before the provision appointed date and 6 working days before the fault appointment date.
• You must have an open provision order/Fault which has reached KCI2 stage and in committed status.
• Your Formwize information must be clear and correct details required to deliver your ask.
• Within the Formwize CPs must agree to the associated charges before submitting the request.
• SOGEA has been included in the SSRAMS process as tactical solution until delivery of the SVR (Site Visit Reason) required in the product road map
• SSRAMS not currently available for FTTP 

11.01.02.  SSRAMS Form

To request, go to https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d04080b0d0b09  and select “SSRAMS”.

11.01.03.  SSRAMS Additional Information

Further information regarding SSRAMS can be found at https://www.openreach.co.uk/orpg/customerzone/helpandsupport/riskandmethodstatement/riskmethodstatement.do

On submitting the Form the Additional Service’s team will confirm receipt of request within 12 working hours. Failure to complete the correct fields will lead to a delay or rejection of your request.

Any issues requesting the Formwize please contact the team via eChat (EiVA) and they will help you to resolve the issue

11.01.04. SSRAMS Escalations

If you are unhappy or have not received a scheduled update for your request, please use the escalation path in section 11.04.

11.02 – NAMED ENGINEER

11.02.01. Named Engineer Overview

Note that this is a chargeable service that is only available for provision orders.

You must be established on SBS to consume Named Engineer, please contact your Sales and Relationship manager if you are interested in consuming Named Engineer and are not established

To request, go to https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d04080b0d0b09 and select “Named Engineer.

On submitting the Formwize successfully the additional services team will confirm receipt of request within 12 working hours. Failure to complete the correct fields will lead to delays or rejection of your request.

Any issues requesting the Formwize please contact the team via eChat  (EiVA) and they will help you to resolve the issue.

If you are unhappy or have not received a scheduled update for your request please use the escalation path in section 11.04 . 

Openreach team will monitor and confirm the named Engineer Name has been assigned and sent to the CP 2 working days prior to the agreed appointment date. Before placing a request CPs must be established for SBS and have already placed a Named Engineer order which has been accepted by Openreach.

If you have followed the Named Engineer process and have not received the name of the engineer 2 working days in advance of the installation order please use the following escalation path, providing

• CSS job number ( this can be found on the order and tracker)
• SBS order reference
• Details of the issue

If you are unhappy or have not received a scheduled update for your request please use the escalation path in section 11.04.

11.03   Out of Hours (OOH)

OOH is requested when an engineer appointment is required outside of the normal slots (prior to 8am and after 6pm) and where a flexible appoint is not available. Allocating an OOH appointment is subject to engineering availability.

To request, go to https://www.formwize.openreach.co.uk/run/survey3.cfm?idx=505d04080b0d0b09 and select “Out of Hours”.

If you are unhappy or have not received a scheduled update for your request please use the escalation path in section 11.04.

11.04. Additional services escalations