General Access Seeker Breakout Session Part 2 · 2019. 10. 31. · matter of this document, except...

© NBN Co Limited 2011 1

Disclaimer

This document sets out NBN Co‟s proposals in respect of certain aspects of the National Broadband Network. The contents of th is document represent NBN Co‟s current position on the

subject matter of this document. The contents of this document should not be relied upon by our stakeholders (or any other person) as representing NBN Co‟s final position on the subject

matter of this document, except where stated otherwise. NBN Co‟s position on the subject matter of this document may also be impacted by legislative and regulatory developments in

respect of the National Broadband Network.

All prices shown in this document are exclusive of any GST. Copyright © NBN Co Limited 2011 This document is subject to copyright and must not be used except as permitted below

or under the Copyright Act 1968 (Cth). All content in this document is either owned by or licensed to NBN Co Limited. You must not reproduce or publish this document in whole or in part

for commercial gain without the prior written consent of NBN Co. Permission to reproduce work of others should be separately sought. You may reproduce and publish this document in

whole or in part for educational or non-commercial purposes as approved by NBN Co in writing. All rights reserved. Not for general distribution.

Our Plan

Ben Salmon

SALES DIRECTOR


Key Topics

Item Presenter

Our Plan

Tasmania Pre-release sites

Ben Salmon

Lessons from:

- First Release Sites

- Interim Satellite Service

Katrina Harrison

Lessons Applied

Tom Sykes


What we said…

1) Released a Fibre Accreditation Information

Paper in Dec 2010 outlining plans for a

trial

2) Connect a limited number of Access

Seekers

3) Limited to 400 end user connections

4) Manual processes

5) No transfers between Retail Service

Providers (end users must be existing

customers)

6) No billing until the end of trial period in

September

End User Field Trial ran from April to September

2011

5 First Release sites launched

12 Access Seekers connected

Established 857 end user connections

(excluding Tasmania)

Manual processes

RSP transfers after 1 October 2011

Billing commenced on 1 October 2011

What we delivered…


Tasmania – End User Experience

• Education was very important and an essential step in migration onto the

network (particularly voice over the NBN)

• Both NBN Co & Retail Service Providers have a role to play in end-user

education

• Sought end-to-end service levels from NBN Co rather than their Internet

Service Provider

• End-users did not understand network access limitation

– why are there boundaries between fibre, fixed wireless and satellite footprints?

– why can’t we join the NBN if the fibre has been laid in the neighbourhood?

– RSPs need information from NBN Co to share with their End-Users

NBN Co’s network is to the NBN boundary but our experience has

shown we have provided significant support to end-user queries


Tasmania – RSP‟s Experience

• Backhaul played a significant role in network performance and was controlled

by the Retail Service Provider, not NBN Co

• Contact Centres took time to learn how to handle and route NBN related

enquiries

• A large number of End User enquiries were forwarded to NBN Co

(approx. 1,000 calls)

• Both NBN Co and Retail Service Providers moved quickly from the Ready For

Service date through to Business As Usual – operational ramp up happened

very quickly


Disclaimer









Lessons Learned (First Release Sites & Satellite)

Katrina Harrison

MANAGER, CUSTOMER FOCUSED DESIGN


Customer Focused Research

81 Consumers

5 Retail Service Providers – Technical Managers

– Product Managers

– NBN Account Specialists

Research – Analyse – Generate insights – Provide recommendations

Research Partners: Bienalto, August to October 2011


What we explored for Fibre

RSP – Retail Service Provider


Consumer Findings

Core Elements (Equipment): It’s not just another utility

KEY INSIGHT:

Consumers expect to have a say in the

appearance of the equipment inside their home

I was surprised at the

amount of equipment

installed

Not very user

friendly

Unaware of the bulk

it would leave in our

living room


Features: It’s no longer a case of just choosing a provider

KEY INSIGHT:

Consumers have accepted the core benefits and are now

seeking to tailor packages around their needs

The faster uplink

has allowed me

to work from

home more

easily

I could use one port for

uploads and managing

servers, and another

for my everyday use

Looking for a

better deal.

Want to learn

more about that

health trial

Consumer Findings


Enhancements: What might be available in the future impacts today’s experience

KEY INSIGHT:

Their overall experience is impacted by how they

use the NBN today, and their optimism for what

they will use it for in the future

Tell me what

I can do with

the service

and when

It will be like the iphone – people

will invent applications

With our old service you got

an echo with the VOIP

phone. You don‟t get that

anymore

Consumer Findings


Context: The end-to-end experience is impacted by more than product alone

Price: The decision to engage is price-driven, but once on it,

consumers are seeking value over lowest price

Processes: Consumers were confused about the installation

process, due to inconsistent messages from different

sources and/or lack of information

Information: Consumers need consistent and simple information at

all stages, from a perceived single source

Functionality & Usability: Consumers who can „see‟ the difference in their every

day activities are more satisfied than those who are

measuring speed only

Consumer Findings


Key Learnings


Key Learnings

Consumers are seeking INFORMATION, EDUCATION

& INSPIRATION in using their NBN Fibre Broadband

Service

EXPECTATIONS need to be more closely managed in

relation to speed and performance impacts, and setting

realistic performance measures

NBN Co & Access Seekers have a joint role to play in

providing a SEAMLESS END-TO-END EXPERIENCE

to support the needs of all users

… What‟s next?


Satellite Research Plans

200 Consumers from the First Release Trial have been sharing their

feedback over the past few months...

Objective: Understand the elements of the satellite product, how it delivers on

expectations and map the end-to-end user/customer experience

Approach: Qualitative & Quantitative Research conducted with

our Research Partners

Research – Analyse – Synthesise – Generate Insights

– Provide Recommendations


Having had no problems, I would

definitely recommend this service

Plan prices are too high

considering the price you would

pay for the same plan in a city

Unhappy with the large size dish

and unsightly pole attached to

my house

The NBN trial is better than my

previous system and I enjoy the

improvement in speed

Consumer Feedback

Clarity is needed: Consumers are seeking clarity on plans, prices,

download quotas, speed impacts...

Many would recommend: 85% would recommend at least one aspect of the

service: speed, reliability, use options and data

allowances

There are some network issues

to address: Some consumers mentioned dropouts and speed

slowdown

Satisfaction overall is high: 75% of customers surveyed would convert to an NBN

service at the end of the trial


Disclaimer









Lessons Applied

Tom Sykes

MANAGER, SOLUTION ARCHITECTS


For Access Seekers:

1) Early engagement with accurate and timely information for planning

2) Established a Commercial Workshop to assist with business planning

- define the products/services to take to market prior to Solutions Workshop

3) Identify & plan for all Network Infrastructure requirements

- e.g. Backhaul bandwidth, Points of Interconnect connectivity, Business and

Operational Support Systems interfaces

4) NBN Co Calendar outlining:

- Product roadmap

- Industry Interfaces roadmap

- Onboarding engagement throughout product releases


For Interoperability Certification Testing (ICT):

1) Refined the Pre-Certification Test Plan

- more focused on the required outcomes

- additional documentation created to assist Access Seekers with test requirements

2) Interoperability Certification Testing planning time reduced

3) Lead time for delivery of Interoperability Certification Testing pre-requisites

(tasks & milestones) reduced from 6 weeks to 4 weeks

4) Involve multiple tiers of Network Service Operations Centre in pre-

certification, certification & end-to-end testing

- enables development of troubleshooting skills & familiarity of new products in

production


For Operations:

1) Documentation improvements

- e.g. Workshop Pack, Operations Manual, End User Guides, Battery Backup Guide,

2) System improvements

- i.e. Service Portal and B2B functionality

3) Additional subject matter expertise added to NBN Operations Workshop team

4) Access Seeker Bulletins

5) Contact Centre education to meet End User expectations

- e.g. FAQs, customer query & complaints handling, Contact lists


Additional Support

Deployment Guides

• Best practices / Whitepapers

• Deals with integration issues

• Raise awareness of migration

scenarios

Monthly Calls

• Product and Technical

• New service opportunities

• Technical bulletins/notices

New Developments

• Developer Forums

• Learn about service requirements

in new developments


Disclaimer









Video: iiNet


Disclaimer









Onboarding

Tom Sykes / Dan Whitehead

MANAGER, SOLUTION ARCHITECTS / GENERAL MANAGER, OPERATIONS ONBOARDING


Key Topics

Item Presenter

Onboarding Snapshot

Step 1: Customer Qualification

Step 2: Solution Definition

Tom Sykes

Step 3: Interoperability Test

Step 4: Operational Onboarding

Step 5: Business As Usual

Dan Whitehead

Access Seekers – Things to Consider

Ben Salmon


Onboarding Snapshot

31 Retail Service Providers have signed Fibre First Release Sites Trial

Agreement

12 Retail Service Providers have completed Data Onboarding & placing

orders now

2 Retail Service Providers completed Voice Onboarding & placing orders

now

7 Retail Service Providers have signed Interim Satellite Services

Agreement

All 7 are placing orders now


Access Seekers List


Onboarding Process

Delivers a national addressable market for access seekers with

minimal operational and product differentiation

Fibre Fixed

Wireless Satellite

• One Product Construct for the three

technologies

• One entry-level speed across the

technologies for the same price

• Integrated onboarding and

interoperability testing process

• Integrated Business 2 Business

interface

• Consistent Point of Interconnect

arrangements (long term services)


Broadband Fibre

Iterative process for:

• Product, system or capability variations

• Utilising new access technologies

Eligible Customer

Pre-Sales Information & Education

Agreements

Commercial, Solution Definition

& Operations

System Registration & Product Integration

Establish Labs &

Connectivity

Inter-operability Certification

Testing

Operations Acceptance

Testing

Post Accreditation

Review

Deployment &

Acceptance

Customer Qualification Solution Definition Interoperability Test Operational

Onboarding BAU

Additional NBN Co / Access Seeker capabilities


Satellite onboarding

NNI – Network to Network Interface, CVC – Connectivity Virtual Circuit, AVC - Access Virtual Circuit, VSAT - Very Small Aperture Terminal


Process Overview

Eligible Customer

Pre-Sales Informatio

n & Education

Agreements

Product & Training

Operations


Establish Labs &

Connectivity

Inter-operability

Certification Testing


Testing

Business Readiness

Testing

Deployment & Accepta

nce

Ready to

place

orders

Eligible

Customer Agreements

System Registration

& Product Integration

Post

Accreditation

Review

Interoperability


Pre-Sales

Information &

Education

Commercial,

Solution Definition

& Operations

Establish Labs

& Connectivity

Deployment &

Acceptance

Operations

Acceptance

Testing


Onboarding

Business

As Usual

• Initially fibre only, over time all three products are planned to be integrated into the one program

• Best case is approximately 8 weeks from contract signing (Dependent on customer readiness

& product selection)


Step 1: Customer Qualification

Eligible Customer

Pre-Sales Information

& Education

Agreements

Commercial Workshop

Solution Definition Workshop

Operations Workshop


Establish Labs &

Connectivity

Interoperability Certification

Testing

Operations Acceptance Testing

Post Accreditation

Review

Deployment &

Acceptance


Onboarding BAU


Account Team

Account

Manager

Solution

Architect

Delivery

Manager

Customer

Operations

Manager


Simple Qualification Process

4. Commence Onboarding Workshops

5. Sign Wholesale Broadband Agreement

1. Are you a Carrier or Carriage Service

Provider?

2. Do you pass NBN Co‟s creditworthiness

requirements?

3. Do you have the technical capability to

offer a service?

YES


Wholesale Broadband Agreement

• A new paradigm for the wholesale industry

• One common contractual baseline

Wholesale Agreement for all

• Variations are published & made

available to all Access Seekers on a

non-discriminatory basis

• Modular format: allows ease of reference

• All of NBN Co‟s products & services

intended to be supported under the one

agreement

Wholesale

Broadband

Agreement

Module A

Product Supply

Module B

Financial Management

Module C

Operational Management

Module D

Info & Rights Management

Module E

Risk Management

Module F

Agreement Management

Module G

Dispute Management

Module H

General Terms

Module I

NBN Co Transitional

Commitments


Step 2: Solution Definition

Eligible Customer

Pre-Sales Information &

Education

Agreements

Product & Training

Operations

System Registration &

Product Integration

Establish Labs &

Connectivity

Inter-operability



Testing

Business Readiness

Testing

Deployment &

Acceptance


Onboarding BAU

Eligible Custome

r

Pre-Sales Information

& Education

Agreements

Commercial Workshop

Solution

Definition Workshop

Operations Workshop


Establish Labs &

Connectivity

Inter-operability



Testing

Post Accreditatio

n Review

Deployment &

Acceptance


Onboarding BAU


Solution Definition

Onboarding Workshops & Documentation

• Commercial

• Technical

• Operational

Solution Definition

• Working with you to map your products & processes to NBN Co‟s

• Product template design

• Pre-certification in the “Sandpit”


Onboarding Workshops & Documentation

We will work with each Access Seeker to conduct commercial, technical, and

operational onboarding workshops across:

→ Fibre, Fixed Wireless and Satellite access technologies

→ Product & pricing deep dives

→ Broadband, voice & multicast services

→ Mapping existing services to NBN Co services

→ Interoperability & Operations Accreditation Testing

→ Operations Manual & interworking briefings

→ Business Support Systems/ Operational Support Systems & Business 2 Business

interactions

→ Operational processes


Commercial

Workshop

Ensure alignment with

your business strategy

Define your “Go to

Market” strategy

Identify training &

education required for

end user support

personnel

Solution Definition

Workshop

Map your products/

services to NBN Co

product set

• Product features

• Process integration

• Product development

Design of product

templates

Pre-certification testing

in Sandpit

Operations

Workshop

Communicate

operational interfaces

for:

• Service activation

• Service assurance

• Service portal

• Operational Accreditation

Testing

• Post Accreditation

Review

NBN Co will work with you to:


Disclaimer










Dan Whitehead

GENERAL MANAGER, OPERATIONS ONBOARDING



Eligible Customer


Agreements

Commercial Workshop


Operations Workshop


Product Integration

Establish Labs &

Connectivity

Inter-operability


Operations

Acceptance Testing

Post Accreditation

Review

Deployment & Acceptance


Onboarding BAU


Interoperability Certification Testing

Pre-Certification

• In your lab or NBN Co‟s sandpit

• Sandpits for Fibre & Business to Business

Certification

• In NBN Co‟s Test Lab in Melbourne (or via link from Melbourne Point of Interconnect)

• Modular, iterative process

• Necessary for each product & Business 2 Business release


Pre-Certification Two Sandpits Available

Fibre Sandpit

• Use is optional – but mandatory for User Network Interface - Voice and multicast

• Single passive optical network

• One for each 1st release Point of Interconnect

• „Fair Use‟ policy applies

• You provide the Network to Network Interface & Gigabit Passive Optical Network connections

B2B Sandpit

• Hosted at NBN Co Data Centre

• Use is mandatory for Pre-Certification

• „Fair Use‟ policy applies

1 2


Fibre Sandpit Connectivity

CPE – Customer Premises Equipment, RG – Residential Gateway, POI – Point of Interconnect, ONT – Optical Network Terminal, EMS –

Element Management System EFS = Ethernet Fan Switch AMS= Access Management System SAM = Service Aware Manager


Certification Link Connectivity


Element Management System EFS = Ethernet Fan Switch AMS= Access Management System SAM = Service Aware Manager


Business 2 Business Sandpit

• Environment available for Access Seeker pre-certification testing, Business 2 Business

Gateway and Operational Systems Support development, test, and integration

• Supports:

- Business process interoperability activities

- ebMS interoperability functional testing activities

- Individual transaction level or end to end process testing

• Emulates a full range of Business/Operational Systems Support capability including

exception conditions

• Secure Internet connection

• Use is mandatory for Pre-Certification testing

• „Fair use‟ policy applies

• Hosted at the NBN Co Data Centre


NBN Co‟s B2B Environments

Business 2 Business Sandpit

Certification Production

Production Support &

Maintenance

Access Seeker

Design, Build

& Test

Access Seeker

(re-)Certification Access Seeker

Deployment

Access Seeker

Production

Support


B2B Sandpit Connectivity

B2B – Business to Business, B/OSS – Business/Operational Support Systems


Business 2 Business Certification


Element Management System, EFS - Ethernet Fan Switch, AMS - Access Management System, SAM = Service Aware Manager

B2B – Business to Business, B/OSS – Business/Operational Support Systems


Examples where re-certification is necessary

Network Certification User Network Interface - Voice, Multicast, Satellite

Business 2 Business Systems Certification Triggers: • Upgrading to a major industry interface release

• Adding an NBN Co Product

• Adding a product feature

Timing: Access Seekers may determine the timing for re-certification

Major Release may comprise: • A new transaction that is mandatory to a business process

• New mandatory information within an existing transaction

• Retirement of a transaction that is mandatory to a business process


Other Certifications

Voice

Fixed Wireless/

Business to

Business

Long Term

Satellite

Q4 2011 Q1 2012 Q2 2012 2014

Multicast /

Small/Medium

Business


Step 4: Operational Onboarding

Eligible Customer


Agreements

Commercial Workshop


Operations Workshop


Product Integration

Establish Labs &

Connectivity

Inter-operability



Testing

Post Accreditation

Review

Deployment &

Acceptance


Onboarding BAU


Operational Onboarding Flow

• Goal is to achieve Operational readiness prior to activation & assurance of services

• Initial onboarding activities focused on Data Port (User Network Interface – Data)

• Subsequent activities may be added as system, product and technology changes occur

52

Eligible Customer


Agreements

Product & Training

Operations


Product Integration

Establish Labs &

Connectivity

Inter-operability



Testing

Post Accreditation

Review

Deployment &

Acceptance


Onboarding BAU

Additional NBN Co / Access Seeker capabilities

Commercial, Solution Definition &

Operations Workshops

UNI-D


Operations Workshop Results

• Conducted 30 Workshops since March in Melbourne, Perth, Adelaide,

Brisbane, Canberra & Sydney

• Good opportunity to meet the Access seeker teams face to face to present

our operational processes

• Gained constructive feedback to improve both NBN & Access Seeker

capability

• Gained insight into Access Seeker priorities and concerns


Operations Accreditation Testing (OAT)

Test the Service Activation and Assurance process interfaces between

NBN Co and the Access Seeker

Tests are conducted remotely, i.e. between the NBN Co and Access

Seekers‟ respective offices, using the Service Portal Operations

Accreditation Testing environment

Access Seekers must pass Operations Accreditation Testing , as well as

Interoperability Commissioning Tests , to complete Accreditation


Post Accreditation Review

Review over an initial representative period of Service Activation and

Assurance activities between NBN Co and the Access Seeker

Identify any systematic issues in the interworking between the two

organisations

Review period designed to cover a sufficient quantity of initial end user

orders


Subsequent Onboarding Activities

If a significant change occurs impacting the Access Seeker, e.g. a new product/

technology or system is introduced or upgraded:

Some or all of the onboarding activities may need to be conducted for the change

In advance of any such changes NBN Co intends to:

Advise of the change as soon as possible via a Change Notification and associated

documentation

Package changes which may occur at a similar time, where possible

Discuss and agree with the Access Seekers which of the onboarding activities are

required to test the change


Step 5: Business As Usual

Eligible Customer

Pre-Sales Information &

Education

Agreements

Commercial Workshop


Operations Workshop


Product Integration

Establish Labs & Connectivity

Inter-operability



Testing

Post Accreditation

Review

Deployment &

Acceptance


Onboarding

Business

As Usual


Network & Service Operations Centre


Disclaimer









Access Seekers – Things to Consider

Ben Salmon

SALES DIRECTOR


Access Seekers: Things to Consider

Preparation is KEY to achieving a successful Onboarding experience

- Read all documentation

- Map out your timeline in advance

- Project manage the deployment of backhaul and cross connectivity to NBN

- Engage all areas of the business to prepare for product launch

- Set up internal teams with peer-to-peer contact with NBN

- Utilise the Sandpit for pre-certification testing

- For certification, only test equipment to be deployed into production

- Plan your product strategy early

- Develop a plan to manage End User expectations


Onboarding Costs

Connectivity to the PoI and Sandpit (incl. backhaul bandwidth)

Product Development

Network Infrastructure

System Interfaces

Resourcing

Legal

Insurance

Marketing


Resources available in NBN Co

Product Management

Product Marketing

Solution Design

Network Operations

Onboarding Team

Account Management


Disclaimer









Bringing broadband to life

General Access Seeker Breakout Session Part 2 · 2019. 10. 31. · matter of this document, except...

Documents

Transcript of General Access Seeker Breakout Session Part 2 · 2019. 10. 31. · matter of this document, except...