We’re now three months into a customer trial of RABIT, known officially as the slightly less catchy 'Major Service Outage (MSO) proactive CP notification trial'. RABIT is an innovative new cable protection system which can detect when a cable has been cut or damaged and notify the police so they can be at the site of the incident within minutes.
The technology was piloted earlier this year and the current trial extends its use to interested communications providers.
As a new diagnostic tool, RABIT – the nickname derives from the original Rapid Assessment BT Incident Tracker technology the trial is based on – instantly notifies ISPs of any cable theft.
The information it sends out includes postcodes of the affected customers which can help manage faults and get customers back online faster. And the new tool might help nab a few more scrap metal thieves if they’re caught in the act.
RABIT is the latest in a series of initiatives aimed at tackling the problem of rising cable theft – mostly by organised gangs. We managed to recover 240 tonnes of stolen metal in an 11-month period through a combination of visits to scrap metal dealers and targeted Police operations.
You can see the official briefing here. And the original RABIT press release here.
Tuesday, 9 October 2012
Monday, 24 September 2012
A little taste of the Openreach Roadshow in Swindon
We were out and about last month, helping to spread the word about superfast fibre broadband. So if you were wandering around the Brunel shopping centre in Swindon on a Saturday afternoon in August, you might have bumped into the Openreach roadshow team.
In a trial run for other areas, we set up some new information stands and handed out flyers to raise awareness of superfast fibre availability in the area. Over three weekends we distributed thousands of leaflets and had a team in the Brunel shopping centre to answer any questions the locals might have had.
We had nearly 650 visitors on the first Saturday and almost double that a week later. We were able to demonstrate the differences between standard broadband fibre broadband using a ‘See the Difference’ presentation on a tablet device. The team also answered questions, showed which exchanges are enabled and gave advice on how to order superfast fibre broadband through a customer's preferred provider.
We learned a lot about the best way to approach these kinds of events from our experience in Swindon, and we’ll be looking to put this into practice in the future.
We had nearly 650 visitors on the first Saturday and almost double that a week later. We were able to demonstrate the differences between standard broadband fibre broadband using a ‘See the Difference’ presentation on a tablet device. The team also answered questions, showed which exchanges are enabled and gave advice on how to order superfast fibre broadband through a customer's preferred provider.
Wednesday, 19 September 2012
Double troubleshooters
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.
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.
Friday, 14 September 2012
How the cookies crumble
The first time you visit openreach.co.uk next week, you'll more than likely see a message about cookies. Don't worry, we've not branched out into catering; instead we're bringing our website in line with the latest online privacy guidelines.
Cookies are small files that allow a website to recognise and track users. They basically make the experience of using a website better.
We use different types of cookies on our site, based on the International Chamber of Commerce (ICO) cookie category guide:
Cookies are small files that allow a website to recognise and track users. They basically make the experience of using a website better.
We use different types of cookies on our site, based on the International Chamber of Commerce (ICO) cookie category guide:
- strictly necessary cookies enable services you have asked for on our site but the information isn't shared with any other site
- performance cookies collect anonymous information on the pages you visit. Again, this information is not used for advertising on other sites
- functional cookies remember choices you make to improve your experience and, as above, aren't used for advertising on other sites
- targeting cookies share information about your browsing habits with third parties to help make advertising relevant to you and your interests.
Thursday, 6 September 2012
Paralympians proving a point
Anyone worried that the Paralympics would be overshadowed by the Olympic Games must be delighted with the competition so far.
As we approach the final weekend, it’s clear from the crowds, the coverage and the reaction of the athletes themselves (including those who lost their rag!) that this has been a hugely successful event. Sixteen countries have taken part for the first time and over 4,000 athletes have been competing in the 500 events.
As the pre-eminent partner of Paralympic sport in the UK, our vision is for a fundamental shift in how disability, and disability in sport, is perceived following the Paralympics. Our aim is to help as many people as possible understand and get excited about Paralympic sport and to continue that momentum beyond London 2012.
Paralympics:10 things you need to know
As we approach the final weekend, it’s clear from the crowds, the coverage and the reaction of the athletes themselves (including those who lost their rag!) that this has been a hugely successful event. Sixteen countries have taken part for the first time and over 4,000 athletes have been competing in the 500 events.
As the pre-eminent partner of Paralympic sport in the UK, our vision is for a fundamental shift in how disability, and disability in sport, is perceived following the Paralympics. Our aim is to help as many people as possible understand and get excited about Paralympic sport and to continue that momentum beyond London 2012.
Paralympics:10 things you need to know
Thursday, 30 August 2012
Connecting the Games
With 4 billion TV viewers around the world and 16 million people watching on big screens across the UK, this has been the most connected Game ever. And it’s all been underpinned by one network.
The London 2012 network went live way back in April 2010. And long before that we had to design the communications infrastructure itself, which is basically the size of a large town.
In the lead up to the spectacular Opening Ceremony, there were 42 live test events as part of the London Prepares series, the official London 2012 sports testing programme.
Among the various technical challenges, the London 2012 website had to be engineered to withstand as much as one billion visits and 12 billion page views during the Games.
During the event itself, the network was managed from the London 2012 Technology Operation Centre (TOC) in Canary Wharf where over 90 BT people worked 12-hour shifts, with changeovers timed to avoid busy periods when events are taking place.
It’s just a shame there are no medals handed out for planning and engineering!
The London 2012 network went live way back in April 2010. And long before that we had to design the communications infrastructure itself, which is basically the size of a large town.
In the lead up to the spectacular Opening Ceremony, there were 42 live test events as part of the London Prepares series, the official London 2012 sports testing programme.
Among the various technical challenges, the London 2012 website had to be engineered to withstand as much as one billion visits and 12 billion page views during the Games.
During the event itself, the network was managed from the London 2012 Technology Operation Centre (TOC) in Canary Wharf where over 90 BT people worked 12-hour shifts, with changeovers timed to avoid busy periods when events are taking place.
It’s just a shame there are no medals handed out for planning and engineering!
Wednesday, 8 August 2012
London 2012: communications fast facts
It's been compulsive viewing so far, and London 2012 is just as fascinating behind the scenes.
Here are a few facts about BT's communications network during the most connected Games ever:
Here are a few facts about BT's communications network during the most connected Games ever:
- the accredited media and Games organisers have made over 250,000 telephone calls on BT's London 2012 network over the last week
- there was a 100 Gbit/s increase in internet traffic during the women's gymnastics when Team GB finished 6th and a similar increase when the men's team won a bronze medal
- when Andy Murray defeated Roger Federer in the men's tennis final there was a 25% increase in internet traffic over BT's national network
- and there was a 30% increase in iPlayer traffic over BT's network when Usain Bolt retained his 100 metre title. At 9.63 seconds from start to finish, it's a moment when you really don't want buffering!
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