IOG Meeting Overview - February 2010

    Milestone Status Update

    1.1 Issues outstanding from previous periods

    1. Noted that the following Milestone outstanding from the 30 September 2009 Milestone Status report is now closed
      1. Retail Voice external trial S1.12.1.C
    2. Noted that the following Milestones outstanding from the 30 September 2009 Milestone Status report are pending closure:
      1. Wholesale has launched and is using the Service Management Service Desk EOI building block S1.8.1.
      2. New UPC orders based on December 09 requirements S1.10.1.
      3. December 09 requirements met for supply of BUBA/EUBA, HSNS and UNS over Ethernet S1 8.1, 9.1, 10.1.
    3. Noted that with respect to Milestones due 31 December 2009:
      1. Telecom has reported that all Enforceable Milestones due for the quarter ending 31 December 2009 were met and two Tracking Milestones were not met being 9.3 Data Compliance and S1 10.1 E UNS over ATM.
      2. The Support Office has not yet assessed the evidence provided for all Enforceable Milestones and is unable to provide an opinion at this date.
      3. The Support Office agrees that two Tracking Milestones 9.3 e (iii) with reference to S3 Part A and S1.10.1 E were not met. This is not a breach of the Undertakings as they are Tracking Milestones.
    4. Resolved that with respect to S1 12.1 E Primary Line Voice Commercial Launch Tracking Milestone, the IOG has no objections to the proposed two new tracking milestones reported at the 6 November 2009 IOG meeting (being 30 April 2010 Business Customer Trial, and 31 July 2010 Launch) and that progress will be monitored against these new Voluntary Tracking Milestones.
    5. Resolved that with respect to S1.5.1 U Workforce management EOI Building Block that the IOG have no objection to the proposed new voluntary milestone progress updates of January 31 2010 detailed design version 1 and April 30 2010 detailed design version 2, noting that the status of the final enforceable Milestone in December 2010 is currently amber and Telecom will keep the IOG informed of progress.
    6. Requested that an interim report (prior to the June 2010 meeting) be prepared for the IOG to update progress on the Data Compliance Milestones reviewed by the Support Office.

    Complaints and Honesty Box Summary

    2.1 Honesty Box (Whistleblowing) 

    1. Noted the contents of this report and its attachment.
    2. Noted there have been no 'non-trivial' breaches determined from the Honesty Box submissions reviewed to date in the reporting period.

    Key Performance Indicators (KPI’s)

    1 July to 30 September 2009
    The IOG:

    1. Noted the contents of this report.
    2. Noted that three of the 19 areas reported in advance of resale equivalence (due on 31 December 2009), still show Telecom as having an advantage over Service Providers:
      a. PSTN fault restoration time - timings should come closer with extra functionality being made available to Service Providers.
      b. ISDN fault restoration time (as above).
      c. Smartphone service provisioning - three additional staff have been employed to close the provisioning timing gap.

    1 October to 30 December 2009
    The IOG:

    1. Noted that the Telecom KPI report for the period 1 October to 31 December 2009 has not been published as at the meeting date.
    2. Noted that the Support Office review of the KPI report, once produced, will be sent to IOG members post the February meeting for tabling at the 2 June 2010 meeting.

    Other Matters Considered

    Change of Meeting Date

    1. The February meeting was originally scheduled for 16 March 2010 but was bought forward at short notice. This meant
      a. No external guests were invited.
      b. The December quarter KPI's had not been completed by Telecom or reviewed by the Support Office.
      c. Support Office work on the September 2009 milestones, which had been scheduled for completion for the original meeting date, was not complete.
      d. Telecom responses to queries regarding "the List" and staff training percentages were not complete.

    The Support Office intend to report to the IOG on items (b) and (c) when the work is complete outside of the meeting schedule (the next meeting is scheduled for 2 June 2010).

    Telecom are aware of the Commission's interest in the outcome of the matters raised in (d) above.

    Submission to the Commerce Commission
    The IOG approved a submission on the Commission's draft guidelines on discrimination. The submission was with the Commission on 26 February 2010.

    2010 IOG Assurance Plan
    Resolved that the IOG Support Office Risk Assessment and Audit Plan for 2010 as presented and discussed at the 6 November IOG meeting be approved.

    Compliance Update
    Ms Vanessa Oakley, Telecom' Director of Regulation, Competition and Litigation, spoke to meeting:

    1. In respect to Undertakings training:
      a. That the training percentage for new employees, originally reported as 51%, is currently sitting at 59% following a detailed investigation of the manual steps used to derive the figure.
      b. The percentage of staff trained by 60 days was thought to be approximately 10% higher.
      c. The reasons for the delay included variable induction procedures influenced by Telecom having approximately 1,000 people leaders.
    2. Annual Certification due in June 2010 is a focus area.
    3. Data Compliance - gathering a large amount of evidence to show compliance with the December 2009 Milestones.
    4. Complaints feedback process was described as useful.


    Letter of Concern
    Subsequent to the meeting the IOG agreed to write a letter of concern to the Telecom Board noting that the milestones subject to the recent variation are at risk if the variation request is not granted.