Fibre Fulfilment Workflow Improvements External Customer Change Pack June 2018

Overview What are we doing? As part of our continued improvements to the end to end process of a Fibre Connection, we will be making some changes to the Chorus Portal which will improve the workflow of orders. Our objective is to adhere to a set of simple and predictable Customer Order scenarios, where you as customers have clarity on what has happened and certainty on what steps to take. This will mean improved updates between RSP, Chorus Provisioning and our Service Companies. This pack will outline the changes, and what this means for you. When – We are looking to put these changes into production in October 2018, but will confirm the date closer to the time. B2B customers will need to ensure they make their changes in the appropriate timeframe.

Customer Changes What happens today What the changes mean for you Currently a wide range of circumstances can cause an order to be rescheduled using the CA (End Customer not available, appointment reschedule required) reschedule reason. This will create an action for the RSP to reschedule in Portal, however it will not provide them with a specific reason why. Chorus Provisioning will need to extract the details from other Chorus systems, if the RSP queries the action. What this means for you is, that we will be introducing three specific reschedule reasons: CU (Customer unavailable to confirm site visit), LP (Customer to obtain property manager or owner permission), NR (Premise not ready for installation – customer work required). The use of these will drive the order to Held/Provider to Advise. Action required will have more specific information, and be more meaningful and consistent. If the CA (End Customer not available, appointment reschedule required) reschedule reason is used, it will move the Portal order to Provider to Advise rather than Held/Schedule and will need the RSP to discuss with the end user prior to rescheduling. For certain reschedule reasons, the service companies have started scheduling the order to a real date where the real date allows time for certain issues to be resolved. This is a target date for the remaining work to be completed and ultimately complete the install. Because the Portal does not enforce the target date, orders are being scheduled by the to an earlier date driving extra work into Chorus and RSP’s. You will not be able to reschedule prior to the target date. The target date is to allow Chorus to remediate any work required prior to connect. The expected next steps for the customer order is not completed because of errors made by service company technicians. If an update is made on the work order that does not adhere to documented service company process an exception task will be created for Chorus provisioning to investigate and take remedial action. This change will enhance the quality adherence of work undertaken by our Service Companies. The order state will be updated to In Progress/Investigation Required while remedial action in underway. Chorus systems and processes are not aligned on the use of Provider to Advise and Intent to Cancel. Chorus currently changes the order state to Provider to Advise but the notification will indicate the order is Intent to Cancel. Chorus will use Intent to Cancel as agreed with the TCF. The order will remain at Held/Intent to Cancel for 7 calendar days. If the RSP does no respond the order will be cancelled. For orders that trigger a Provider to Advise notification, the RSP’s will be able to respond back and set the provider to advise expiry timer to a max of 28 days. By default if no action is taken after 7 calendar days the order will progress to Held/Intent to Cancel.

Customer Changes for – FFW What happens today What the changes mean for you If the Portal order is ‘held’ and rescheduled via the work order the RSP will receive notifications of the reschedule but the order state will remain held and never progress to scheduled or completed unless also rescheduled in Portal. This can cause stuck orders for Chorus and the RSP. If the order is ‘held’ awaiting the RSP to action the order but the service company reschedules the order directly with the end-user, the order state will be updated to reflect the correct in-progress order state (in progress scoping/scheduled or in progress/scheduled). The previous RSP action will be cancelled as this would not be required. If the order is awaiting network build or design to be completed but rescheduled by technician in the field the order state will not be updated. The order will be in the correct order state in the Portal to progress the order to be in progress/scheduled. If Chorus is able to complete the install on the same day as the scope it can cause the service given update to be delayed. Workflow logic is being updated in the Portal to allow the scope and install work orders to be completed on the same day. The order is incorrectly held awaiting RSP action due to system workflows not being aligned with business processes. Orders that were previously sent incorrectly to RSP for action due to incorrect workflow logic, will no longer be send to RSPs. If an order is progressing through consent/design/build and we need the RSP to update some information (e.g. contact details) this can only be requested as an ‘inform’ notification. RSP’s will often store these inform updates and not provide the details requested by Chorus. An additional interaction will be added that allows Chorus to trigger an ‘ACTION’ request. This will be for RSP’s that use both the SSP and B2B. This will be a new B2B interaction that will use the existing Amend Order Notification framework with a new notification type. This allows better communication with RSP’s when additional information is required. Since the land access reforms the process for complete the property categorization, does not reflect in enough detail on where the order is at for the RSPs. The current category doesn't split down to enough detail to where the order is currently sitting in the process. Two new order updates will be provided as the consent categorisation is completed. ‘Consent Required – Categorisation Under Action’ and ‘Consent Required - Categorisation complete’.

Description Meaning (as sent in Notification) Responsible to Resolve Existing or New change. Order State Target Date Used Customer to Advise End Customer not available, appointment reschedule required Chorus Existing Held/Provider to Advise No Chorus Date Change Chorus advised change In Progress/Scoping Scheduled or Scheduled UFB Build Required Civil or network build required In Progress/Network Design UFB Network Fault Yes Waiting Plant (Pole Consent) Equipment Shortage Resources not available Hazardous Conditions Permission Required Third party permission required. Generally 3rd party consents - water board, electric company (for poles), District Councils (request for traffic management plan or Corridor access requests (where heavy traffic). 3rd Part Consents can take 2 or more weeks depending on District Council Financial Contribution Quote generation in progress In Progress/Generate Quotation Infill Build Required Last Step Fibre MDU MDU Investigation Required In Progress/Investigation Required ROW Right-of-way investigation required Customer Changed End customer requested booking date change RSP Service Provider to Advise Service Provider to advise Held/Provider to Advise* No access to Premise No access to location Held/Schedule Scoping or Schedule Install Network Persons Customer Out Customer unavailable to confirm site visit / CSE appointment New Landlord Permission Customer to obtain property manager/owner permission Property Not Ready Premise not ready for installation – customer work required *Where Service Provider to Advise is used the order will transition through In Progress/Investigation Required first