We have made improvements to our installation methods for NGA and created an Open Orders report to help you track your MDU/ROW orders.

What's happening?

We are continuously working on the customer experience for NGA. We have made two improvements which will result in a better customer experience for both you and your customers:

• Improvements to our installation methods and information – introduction of further low impact methods to create a faster and less disruptive installation for your customers with supporting information
• Open Orders report - a weekly report providing detailed information on your MDU and ROW orders and their status across the MDU and ROW process to provide the ability to better track your orders.

What's the detail?

Improvements to our installation methods and more information

To create a faster and lower impact fibre installation for your customers, we have introduced a new fibre cable to use when installing fibre from the street to property, which we can:

• Surface mount to a driveway edge, footpath, curbing, retaining wall, or a structurally sound fence, aiming to make the cable as inconspicuous as possible
• Bury in a soft surface such as grass, dirt or garden in a shallow trench located in a low impact area which is unlikely to be dug up
• Pull through an existing and usable underground pipe.

Our service technician uses a decision making framework on-site to select one or a combination of installation methods, to determine which is best for your customer's install.  We prioritise low impact installation methods, aiming to minimise the use of machinery to dig through hard surfaces, which has a much higher impact on your customers.

We have updated our public website with more information on our fibre installation process, including our ABC installation process, installation methods, and our decision making process. We have also updated our consents information, including an updated ROW consents brochure and single online consent form. This informationprovides you and your customers more detail on what to expect for their installation.

Please see our UFB Installation page and our UFB consents page on our website for more detail.

Open Orders report for MDU / ROW orders

The Open Orders report provides more granular information, in support of our ordering system, on the status and duration of your open MDU and ROW orders which are in:

• Consenting
• Network Build; and
• Ready to Provision

The report will be provided to your operational teams by your Service Delivery Manager on a weekly basis, giving you the ability to provide better and timely communications to your customers. The report will continue until all customers are using the Chorus Portal, where this level of information is available today.

The report captures most of your MDU and ROW orders now and we are working to include all of your MDU and ROW orders by early 2015.  Once we have completed this, we will also look to include your Single Dwelling Unit (SDU) NGA orders in the report, so you have a complete Open Orders report.  We will keep you to date with progress on this through the NGA Service Improvement Plan (SIP).

For access to the report and for a detailed walk through of what data is captured, please contact your Service Delivery Manager.

Who do I contact?

For more information please contact your Service Delivery Manager.