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Openreach Service Delivery

Background

Due to customer demand and lead times BT Openreach approached Kelly Communications to provide installation services for Residential & Small Business Phone Lines on a national footprint. We had previously worked as a contract partner for BT. Kellys had an existing workforce of 50 engineers with knowledge of the Openreach Network. The Project started with 7 engineers and rapidly grew to over 950 installation engineers during the current project  

Scope of Works

• Initial 4,000 customer visits increasing to over 84,000 per month.
• Appointment allocation of Kelly engineers AM/PM on a Bespoke IT System (KRS) connected to the Openreach gateway (Real Time Updates).
• Installation of Copper & Fibre circuits.
• Installation and testing from exchange to NTE.
• Network integrity test on completions.
• Consumer equivalence.
• National Footprint
• All Engineers accredited to Openreach Standards

Key Successes

• Setup 3 training centres across the country that are able to deliver Openreach accredited network training.
• Increased workforce from 7 engineers to 950FTE over the length project
• Flexible response to varying volume and geographical demands
• Implement a National Control centre covering all work allocations and Jeopardy management
• Built a Bespoke IT solution that connects with the Openreach gateway and offers real time updates including Job Closure/Progress, Where’s My Engineers (Customer Text Service)
• Successful delivery of volume against KPI targets