BT Openreach Publishes Very Basic UK Key Performance Indicators

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By Mark Jackson, ISPreview UK | July 30th, 2014

BTOpenreach, as part of its new commitments to Ofcom, has this week moved to make more information available about the performance of their work to maintain BT’s national UK telecoms and broadband network (e.g. repair and new service installation appointment times etc.), although it’s all very basic.

The telecoms regulator recently imposed new requirements upon Openreach to help enhance their quality of service and encourage public reporting of performance (here). Ofcom said that the reports should be quarterly and “provide clear, meaningful and transparent information about how long Openreach is taking to repair faults and install new lines, allowing consumers to keep track of the company’s performance“.

At the time Ofcom told BT to ensure that it was in compliance with the new measures by October “at the latest“, although happily Openreach has decided to do one better by making a summary of their Key Performance Indicators (KPI) available for everybody to see on their website under the ‘Our responsibilities‘ page (you can click sections of the illustration there to access more data).

The current data is applicable for the period of 1st April – 30th June 2014, although a January – March 2014 comparison is also included, and primarily focuses on appointment times for BT’s own Wholesale Voice Line (WLR) and Fully Unbundled Lines (MPF), with the latter being most commonly used by Sky Broadband and TalkTalk. Both services are used in the delivery of copper-based broadband and phone lines.

The information can also be broken down by region, although it’s frustrating to find that Openreach have chosen to use old-fashioned regions like ‘Wessex’ instead of individual counties as the latter would have been much more useful, albeit probably more tedious for Openreach to produce. In relation to this, Openreach’s map shows Wessex as including Cornwall but many will prefer to historically recognise Cornwall as being separate.