We’ve had feedback that current end-to-end installation times for customers wanting Hyperfibre can sometimes be long, which drives a poor experience for both RSPs and end customers. This is because Hyperfibre orders often require network modification at our exchanges, plus a site visit for installing a Hyperfibre-capable ONT. The way this work is scheduled via the Chorus Portal and dispatched to Service Partners has room for improvement. This pack outlines change to the Chorus Portal and B2B that will allow us to schedule the work for Hyperfibre orders in a more optimised manner.  

Proposed changes – Introduction of Advanced Scheduling: 

As part of the already planned Chorus Portal enhancements, there will be changes coming in this release to improve the install experience for Hyperfibre connections that require network modification. We are introducing new capability to the Portal called Advanced Scheduling.

This will deliver two key benefits: 

• It will allow for the ONT install appointment to be reserved at the time of order creation, rather than waiting until after the network modification has been completed. This will reduce the cycle time for a new Hyperfibre Connection that requires network modification 
• It will also allow for the target date to be communicated to customers at the beginning of the process, as opposed to today's four week wait with no target date communicated 

Changes will be required for RSPs that order Hyperfibre. Please confirm if there is any impact to your existing systems or processes. 

The detail and timings 

The briefing pack outlines the changes that will be made in Chorus Portal and B2B. Examples of the updated XMLs are included in the appendix. 

We are looking to put these changes in production by 28 April 2023. Changes will be visible in EMMA by 10 April 2023. Detailed timings are included in the pack. 

For extra clarity, the Advanced Scheduling Lead-Time has been updated form 24 working days (Monday – Saturday) to 20 working days (Monday to Friday).

Contact 

For any queries please contact your Chorus account team.