1. Consult21 Consult21 – Systems & Processes Expert meeting - Business Welcome

2. Consult21 Business Experts Business experts Group known shortfalls: What starts/stop the clock Commercial policies/requirements SLAs for portals Work instructions/mandating fields/forms to be always filled in

3. Consult21 Technical Experts Technical Experts Group known shortfalls: Handling complex orders, e.g. VPN; White label (reseller) orders B2B, Portal and manual processes – we need to agree what is included/what is excluded Need to add a security section to the technical architecture Consider CP to CP as well as CP to BT scenarios Specify known exclusions to scope – e.g. anything not relating to wholesale (inter telco) products within the UK Need to review work coming out of US to see if there is anything we can apply here.

4. Consult21 Scenario Factors Size: Network provider v Service provider Product mix & types  (simple – LLU BAU/Vox v complex – LU set up/VPNs/data)  (rem i/x) Volume of transactions REM – want to work for CP to CP as well as CP to BT Look at data driving process driving system interfaces Size drives how interfaces are worked – from fully manual to fully automatic

5. Consult21 CP types considered

6. Consult21 Scenario options Pre-Order – options/prices/availability Fully automated Options back based on input parameters may iterate VISION std rq to many providers Additional options presented back – ie extra products/options Ability to reserve (auto time limited) Forms/template based pre-filled to add changes for repeats Presentation dependant on CP/cust size Eventual selection (ie hard order) facility

7. Consult21 Order Management – firm order received Provision clock starts – re SLAs/contract starts Basic order only requires configure/activate More complex has physical connection/supply CPE Most complex has capacity provision and civils Big/complex = project management Complex order proactive updates Jeopardy management Change control/date management Testing & handover Delivery & agreement – provision clock stops Billing & settlement Billing clock/in life service management starts

8. Consult21 Workforce Management Driven by orders/trouble tickets etc To be completed after next WG…

9. Consult21 Next Steps required as proposed by experts group – 24 th Feb Use Framework document to test TSR output, provide statement of compliance Check TSR output for non TSR/openreach products Provide indications to industry over what is interim and requiring a tactical solution and what is industrialised requiring a strategic solution Push framework document through to NICC to look at practical ways forward Continue analysis of process steps at future experts groups, the first on PM session of next WG (6 th March) then Friday 17 th, Monday 20 th March to continue & finish Also urgent need for technical experts to meet & progress Framework shortfalls