Openreach Service Delivery


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







Installs per day


Superfast broadband connections per week


New lines installed within time slot