{"id":35075,"date":"2023-07-14T11:38:37","date_gmt":"2023-07-14T10:38:37","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=35075"},"modified":"2023-07-14T11:44:35","modified_gmt":"2023-07-14T10:44:35","slug":"ofcom-uk-proposes-to-tweak-some-of-openreachs-qos-targets","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/07\/ofcom-uk-proposes-to-tweak-some-of-openreachs-qos-targets.html","title":{"rendered":"Ofcom UK Proposes to Tweak One of Openreach&#8217;s QoS Targets"},"content":{"rendered":"<p><a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> has proposed to tweak how it calculates one of <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/openreach\" target=\"_blank\">Openreach<\/a>&#8217;s regulated Quality of Service (QoS) standards for Ethernet and Dark Fibre repairs, which would replace the current &#8220;<em>on-time repair<\/em>&#8221; target with a &#8220;<em>mean time to repair<\/em>&#8221; target. The change reflects the fact that the operator&#8217;s performance has improved, not worsened.<!--more--><\/p>\n<p>The regulator currently sets <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/openreach\" target=\"_blank\">Openreach<\/a> annual targets for repairs and installations to help ensure a certain level of performance. One target states that, each year, 94% of Ethernet and Dark Fibre faults must be repaired within the time stipulated in its contractual service level agreement (SLA).<\/p>\n<p>Over the years, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/openreach\" target=\"_blank\">Openreach<\/a> has improved their repair process, which has caused a reduction in faults that are easier to fix. But this creates a problem because the issues that remain tend to me more complex and those take longer to resolve, which makes the regulator&#8217;s target &#8220;<em>increasingly more difficult to meet, even though the customer repair experience overall has improved<\/em>.&#8221;<\/p>\n<p>&#8220;<em>Specifically, we are proposing that the current QoS standard, which is an \u2018on-time repair\u2019 measure, is removed and replaced with a new QoS standard that is based on a mean time to repair (\u2018MTTR\u2019) measure, with a recalculated target for that new measure based on a revised assessment of appropriate faults for inclusion in the standard reflecting a change in mix in faults since the standard was originally set,<\/em>&#8221; said <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a>.<\/p>\n<p>The original request was raised by Openreach itself and, at the time, they also proposed to exclude force majeure (or &#8220;<em>matters beyond our reasonable control<\/em>&#8221; (MBORC)) events from the standard (i.e. they suggested tracking MBORCs via a separate performance indicator). But <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> were &#8220;<em>not convinced<\/em>&#8221; and instead suggested that it would be more appropriate to consider such a change during the next market review.<\/p>\n<p>Openreach also requested to exclude customer faults from the proposed new metrics on the basis that these are outside their control. Ofcom agreed that &#8220;<em>previous concerns around Openreach misassigning fault causes appear to no longer be warranted, and hence the inclusion of customer faults in the overall standard no longer seems necessary<\/em>.&#8221; But they did propose to continue to monitor the impact of this change, just in case.<\/p>\n<p>The <a href=\"https:\/\/www.ofcom.org.uk\/__data\/assets\/pdf_file\/0022\/264370\/qos-standard-review-ethernet-consultation.pdf\" target=\"_blank\" rel=\"noopener\">consultation<\/a> on this is expected to run until 24th August 2023 and the outcome will be confirmed later this year.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ofcom has proposed to tweak how it calculates one of Openreach&#8217;s regulated Quality of Service (QoS) standards for Ethernet and Dark Fibre repairs, which would replace the current &#8220;on-time repair&#8221; target with a &#8220;mean time to repair&#8221; target. The change reflects the fact that the operator&#8217;s performance has improved, not worsened.<\/p>\n","protected":false},"author":1,"featured_media":22131,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[472,478,52,36,69],"class_list":["post-35075","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-business","tag-ethernet","tag-fibre-optic","tag-ofcom-regulation","tag-bt-openreach"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Ofcom UK Proposes to Tweak One of Openreach&#039;s QoS Targets - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Ofcom has proposed to tweak how it calculates one of Openreach&#039;s regulated Quality of Service (QoS) standards for Ethernet and Dark Fibre repairs, which\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2023\/07\/ofcom-uk-proposes-to-tweak-some-of-openreachs-qos-targets.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom UK Proposes to Tweak One of Openreach&#039;s QoS Targets - 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