We want to give you a heads up and an update on delays we are experiencing with our NGA Provisioning

What's happening

Last week we issued a Chorus Peak NGA Provisioning Management Summary Report to advise that there are delays in the provisioning of your NGA requests and this is a further update.

What's the detail?

We have been experiencing significant growth over the December, January and February months. This was unexpected by Chorus and un-forecast by all industry parties, as we had all expected a traditional quiet period over the holiday season. The increase in general volume coupled with the new system and processes has resulted in some delay in the initial processing of orders and information updates on inflight orders. 

We are working to resolve this as quickly as possible and additional resource has been allocated to processing the orders, answering your calls regarding inflight orders and processing requests through the consent phase. 

This resource will be prioritised into key tasks, i.e. New orders, Complex orders (manual) and Escalations.

There are a number of things that you can do to help us with the situation:

• Submit more of your orders via the Portal. This will allow you to take advantage of automation that the new system supports. (Especially for Change Plans for the Accelerate and Gigatown offers.)  If you aren’t already using the Portal please contact your Service Delivery to arrange on-boarding.
   
• Use the Open Order Report and actively check systems. This helps minimise flags and phone calls and allows us to concentrate on processing the orders. 
   
• Please reserve flag and phone channel for the most important requests.
   
• Let us know what else you need. We would like to reduce the number of queries that are being placed and will support you in the best way to do this. 

To help us allocate resource, please advise your Account Manager or Service Delivery Manager of any large projects or sales campaigns that will cause workflow peaks. Without this information we will assume an even spread of your forecasted orders. 

The normal escalation process applies and is not affected by these delays.

We will keep you updated on a regular basis using the Peak Provisioning Management Report process.

Who do I contact?

For more information please contact your Account Manager or Service Delivery Manager.