As you know we are committed to making Fibre-in-a-day our standard installation process by mid-2019.
We recently launched Phase 2 on 30 November, which added right of way (RoWs) and simple region (simpler to connect premises across the country) addresses to the Fibre-in-a-day experience. 47% of fibre ready addresses can now experience receiving fibre in a single day.
As we head towards full launch in May 2019, when we’ll have ~75% of premises eligible to connect to fibre within a single appointment - it is important to keep you up to date on what we are working on.
1. Customer experience Journey
We know that setting the right customer expectations, and providing the correct communication to support a given journey (one appointment or two), is critical to a positive customer experience. With the introduction of Fibre-in-a-day we would like to support you in making changes to your messaging to reflect this. Please contact your service delivery manager to discuss this further and how we can support you.
2. Inside out install
Inside out install is a process that we are planning to use when we experience an issue with completing a customer fibre connection due to an unforeseen problem. It will allows us to continue to install everything required inside the premise, leaving the fibre connection inactive at the external termination point (ETP) ready for the second visit of which the customer may not be required to be present.
We are currently running small scale controlled trials to prove the technical concept. Following our recent workshops with you, we would like to move forward with a larger trial in January that would test and prove the end-to-end process. Inside out install is still a process in development that may evolve following future trials and industry agreement.
You’ll find the updated inside out process and FAQs in our resources section. [add links]
3. Business orders
We have been reviewing how business standard orders pass through the process with the intent of making a decision to include or exclude business standard orders to the Fibre-in-a day process.
Based on the positive trial outcomes, we believe that there will be benefit in including them in this process allowing this customer segment to also experience the benefits of Fibre-in-a-day. We’re now looking to understand how we make this work operationally as part of full launch. We’ll keep you updated on the progress of this.
Please note that Business premium will not be impacted and will continue to have the ABC appointment model applied.
Along with working with you on the inside out install trials and customer experience messaging changes, we’ll be preparing for the system changes that will be implemented on 16 February 2019.
For any queries please contact your service delivery manager.
The Fibre-in-a-day Team would like to wish you all a very merry Christmas and a safe and enjoyable holiday. Thank you for your support and we look forward to continuing to work with you on Fibre-in-a-day in 2019.