With the focus very much on improving the current provision and repair situation, we’ve made some changes to help get things moving in the short term and to improve the customer experience in the longer term.
As part of this initiative, we’ve drafted in two specialists, Dan Moss and Steve Askew, to help get things back on track – and keep them there.
Dan may already be a familiar face to customers, as he previously worked as head of DSO and complaints. He’ll become operational GM for escalations and complaints, including the Director Service Office (DSO). Customers can contact Dan for all ‘business as usual’ escalation issues related to day-to-day performance, both in terms of KCIs and customer updates.
Steve will become GM for root cause analysis and complaint reduction; He’ll focus on strategic change imperatives and will be working with customers and contacts across the industry to improve our service performance. He’s tasked with driving a reduction in customer issues to maximise effectiveness in the handling of remaining escalations.
These changes effectively double the focus on improving the current situation, but with an eye on the future as well. We want Openreach to be better able to address exceptional weather conditions and any unexpected ‘events’ going forward.
The changes are reflected in Customer Service Plans (CSP) and a new customer briefing.
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