Following our initial consultation on intact jeopardy management, we want to work with you to co-design an intact connection solution that is easy to implement and that helps customers get connected to fibre quicker.  

Based on previous feedback, our focus is on identifying ‘at risk’ addresses up-front and alerting you to them so you can decide if a truckroll or a different order type is required. We’d like to investigate building capability to create proactive truckrolls for customers that need them, so they can get connected on the first attempt without delay. 

Problem to solve 

Some customers cannot get connected on their activation day because of network or records issues. In these instances, the ONT activation fails, or the service doesn’t work, usually resulting in the need for a fault to be logged. This leads to a delay in the customer being able to use their service with an associated low satisfaction score.

High level solution 

Identify at-risk addresses (at point of ordering), so that a proactive fix can be implemented, and the customer can get connected faster. 

Co-design aims 

Ideate and discuss potential solutions with you so you can support customer and find the best way to get them connected on the first attempt. 

Commitment required 

2 x 1-hour sessions in October. 

Ideally we’d like the following participants from each RSP: 

• 1 x Customer Experience lead 
• 1 x provisioning/customer service agent 
• 1 x technical/architect 
• If smaller RSPs don’t have a CX lead or architect, we still encourage and welcome them to attend and participate. 

Please use our online form to register your interest to attend. 

On the form, you can let us know: 

• Your preference for a solo or group RSP session; 
• Contact email addresses of people to include 

If you have any questions about the co-design sessions, please contact Simon Woodley.