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Customer Service Plan
Basic Information
This document is available in two forms, controlled and uncontrolled. The controlled variant is maintained electronically and accessed by authorised users. Uncontrolled variants are all other electronic and printed copies.
Title |
Customer Service Plan |
Doc Ref. |
N/A |
Author |
Elizabeth Cooper |
Template |
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File Ref. |
CSP_Issue_49 |
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Classification |
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Status |
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Review cycle |
3 months |
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Source |
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Approval and Ownership (For formal issue) |
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Owner |
Role |
Signature |
Date |
Issue |
Carla Thomas |
Director – Business Customer Service |
|
16.05.23 |
49 |
Approver |
Role |
Signature |
Date |
Issue |
Alex Nguyen-Xuan |
Senior Manager – FND Customer Service |
|
16.05.23 |
49 |
Gary Corpe |
Senior Manager – Client Service Management |
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16.05.23 |
49 |
Kate Partridge |
Senior Manager – Service Performance Optimisation |
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16.05.23 |
49 |
Tim Salvidge |
Principal – Network Operations & Management |
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16.05.23 |
49 |
Recent revisions
Change History |
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Issue |
Status |
Date |
Author / Editor |
Details of Change |
47 |
Issued |
23/12/22 |
Elizabeth Cooper |
Introduction of Sabor as the ordering tool, remove the word ECO and replace with Sabor, throughout the whole document. Removal of the word legacy from the whole document. Section 3.1 – new link to SABOR pages on Openreach portal Section 3.1 – Insert links for the how to guides for Cablelinks and OSAS Section 4 – Order journey. Updated the links for SAS, Street Access and Cablelinks. Updated the table of who and when to contact, for your order to reflect the current process with the introduction of Sabor. This impacts Standalone survey (SAS), Street Access, Optical Spectrum access (OSA) and Cablelink. Section 9 – Repair Removed the following products from the repair section: BNS CCTV TDM Backhaul Updated to reflect that Cablelink faults should now be reported on OR Sabor Insert new section around Openreach commitment responsibility for BES, WES, WEES Contact Matrix, change the naming convention. Removed Tim Salvidge as 3rd line contact and replace with 24/7 Duty manager
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48 |
Issued |
12/01/23 |
Elizabeth Cooper |
Updated NOC email address to: noc.duty.manager@openreach.com |
49 |
Issued |
16/05/23 |
Elizabeth Cooper |
Section 6.7 updated to reflect that Cablelink grouped orders are excluded from DSO request. |
The latest approved version of this document supersedes all other versions. Upon receipt of the latest approved version all other versions should be destroyed, unless specifically stated that previous version(s) are to remain extant. If in any doubt, please contact the document author. This document may be amended by BT from time to time as the content requires amendment i.e. where process or contact details change.
Copyright
© British Telecommunications plc 2022
Registered Office: 1 Braham Street, London EC1 8EE
Confidentiality
All information in this document is provided in confidence for the sole purpose of adjudication of the document and shall not be used for any other purpose and shall not be published or disclosed wholly or in part to any other party without BT’s prior permission in writing and shall be held in safe custody. These obligations shall not apply to information which is published or becomes known legitimately from some source other than BT.
Many of the product, service and company names referred to in this document are trademarks or registered trademarks. They are all hereby acknowledged.
Distribution
Distribution |
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Name |
Role |
Frequency (default is approved versions) |
Alex Nguyen-Xuan |
Senior Manager – FND Customer Service |
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Gary Corpe |
Senior Manager |
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Openreach CE managers |
Client Service Managers |
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Elizabeth Cooper |
Service Forums and Engagement Manager |
Ongoing (constantly reviewed, updated as necessary). |
Communication Providers |
Customer |
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Tim Salvidge |
Principal, Network Operations & Management |
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Dee Murtagh-Howard |
Finance Manager, CCP Customer |
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