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Open Product/Process CR PC100404-1 Detail

Description Of Change

Expected Deliverable:

This change will provide the CLECs and Qwest a consistent way to close non design trouble tickets. This should be implemented as soon as possible.

Project Meetings

Jim Recker - Qwest stated that Qwest has been tracking repeat trouble tickets for the last 2 months. He said that data shows that repeat tickets have decreased from 13.5% to 12.6%. Jim said that the repeat rate did not increase as a result of this CR and proposed closing the CR. Jill Martain - Qwest said that this CR will be closed

7/20/05 Product/Process CMP Meeting Jim Recker - Qwest stated that we got approval to move forward on this CR with the understanding that we would continue to monitor repeat tickets. Jim said that we will have the May data for analysis by the end of July.

Bonnie Johnson - Eschelon asked if there was any indications of a spike in May.

Jim Recker - Qwest said that the data would not be available until the end of July (Comments to minutes from Eschelon 7/27/05) and Qwest will report in August.

Jill Martain - Qwest stated that this CR would remain in Evaluation status.

6/15/05 Product/Process CMP Meeting

Jim Recker - Qwest stated that this CR was completed and that we agreed to leave in CLEC Test to track and monitor the repeat rates during April and May. Jim said he did not have that data yet but that a readout would be provided by Qwest in the July Meeting.

5/18/05 CMP Product/Process Meeting

Jim Recker - Qwest stated that an adhoc call was held to discuss the action item associated with the process improvements on repeat tickets. Jim said that this CR will remain in CLEC Test to monitor reports to ensure that repeat tickets are not increasing from closing tickets electronically. Jill Martain - Qwest stated that this CR will remain in CLEC Test.

5/13/05 Adhoc Meeting

Attendees: Sharon Van Meter - AT&T, Jeff Ray - McleodUSA, Roslyn Davis - MCI, Bonnie Johnson - Eschelon, Kim Isaacs - Eschelon, Kathy Stichter - Eschelon, Lynnette Durn - McleodUSA, Renee - Wisor, Bill Hutch - McleodUSA, JJ Lebya - McLeodUSA, Liz Balvin - Covad, Cathy Garcia - Qwest, Jim Recker - Qwest, Laura Baird - Qwest, Lynn Stecklein - Qwest

Lynn Stecklein - Qwest stated that the purpose of the meeting was to communicate some of the efforts underway associated with the repeat ticket process improvements.

Jim Recker - Qwest stated that Qwest is addressing and working to reduce repeat tickets and improve the duration. He said that job aides have been updated and training provided to the screeners in the Repair Call Center. Jim stated that we have implemented internal measures for the repair representatives. Jim stated that we are staying in parity with Retail. He said that we analyzing data in order to decrease chronic tickets. Jim said that we have several efforts underway to reduce the number of times we have to roll a truck.

Bonnie Johnson - Eschelon said that it appears that Qwest has several positive initiatives underway and appreciates the effort. Bonnie asked if Qwest could define an unproductive dispatch.

Cathy Garcia - Qwest stated that the official definition is when we dispatch a technician when it wasn't necessary. Cathy said that we have efforts underway to reduce unproductive dispatches.

Jim Recker - Qwest stated that we have a process set up to report repeat tickets. He said that there is a screen selection in CEMR for repeats and chronics.

Bill Hutch - Mcleod asked if the ticket is channeled as a repeat/chronic.

Cathy Garcia - Qwest said no but it brings the ticket to the top. She said that ithe system augments the ticket by a couple of minutes.

Bonnie Johnson - Eschelon asked if the system could identify chronic number.

Cathy Garcia - Qwest stated that she would be presenting a change request in the May Systems CMP Meeting that is a CEMR enhancement to automate display abbreviated trouble history analysis. Cathy said that the system will determine if there were any other trouble reports within a 30 day time period. She said that the system will automatically place repeat if it is the 2nd trouble report within 30 days, or chronic if it is the 3rd trouble report in the trouble narrative.

Bonnie Johnson - Eschelon asked if this would be for the same ANI only.

Cathy Garcia - Qwest said it would be for the same trouble and same TN only.

Bonnie Johnson - Eschelon asked if they have a customer that originally calls in for a Call Forwarding issue and then calls in for another problem, how would this be handled.

Cathy Garcia - Qwest said that if the customer calls in because a feature is not working and then calls in for no dial tone, these tickets would not be related.

Bonnie Johnson - Eschelon asked if Qwest has discussed the possiblity of a lesser commitment on repeats.

Jim Recker - Qwest stated that we don't have a way to shorten the interval.

Bonnie Johnson - Eschelon said this would be a moot point if we eliminated the problem.

Jim Recker - Qwest said that we are going to continue to monitor the repeat rate to ensure that the quantity of repeats does not increase. Jim said that we will be providing updates in the Monthly CMP Meetings.

4/20/05 Product/Process CMP Meeting Jim Recker - Qwest stated that this CR was effective last weekend. Jim said that they are monitoring the repeat rate to ensure that it is not increasing or impacted. He said that they are still analyzing the repeat rates for root cause and looking at updating or changing processes to get the repeat rate down.

Liz Balvin - Covad said that she appreciates the initiative of the action item to monitor repeat rates. Liz asked if since Qwest has been monitoring the repeat rates have they received any issues from the CLECs.

Jim Recker - Qwest said no and that they were cognizant of the issue and that repeat rates also have a big impact to Qwest.

Bonnie Johnson - Eschelon asked if Jim (Recker) was involved in the Line Test Only project.

Jim Recker - Qwest said yes and that he will be transitioning the project to someone else and that they are analyzing how to move forward.

Bonnie Johnson - Eschelon said that requesting Line Test Only is a process used to mask an underlying process and that they are gathering data for Qwest.

Jim Recker - Qwest said that the data will be helpful.

Bonnie Johnson - Eschelon asked if Qwest’s documented process is when a Line Test Only is requested is MLT mandatory.

Jim Recker - Qwest stated that the PCAT needs to be clarified.(Change to minutes submitted by Eschelon 4/29/05) – Jim said his interpretation is yes but others are no.

Bonnie Johnson - Eschelon stated that she wants to work together with Qwest to clarify and resolve any issues. Bonnie said that she would object to any Qwest initiated changes such as charging for (Change to minutes submitted by Eschelon 4/29/05 line test only)

3/16/05 Product/Process CMP Meeting

Jill Martain - Qwest stated that this CR will move to CLEC Test Jim Recker - Qwest stated that this CR will go into effect on April 18th. Jim also stated that separate from this CR, we are currently reviewing and analyzing repeat tickets to determine if there is a way to handle more effectively. Jim said that an adhoc meeting will be scheduled to discuss with the CLEC Community.

2/16/05 Product/Process CMP Meeting

Jim Recker - Qwest stated that an adhoc meeting was held on February 15. An agreement was reached to move forward on this CR with the caveat that an action item would be created to address repeat trouble tickets. Comments to notes received from Eschelon 2/24/05, including continuing to research the feasibility of changing the commit time on repeat tickets to a shorter interval. Bonnie suggested we could start by looking at repeat out of service tickets. Jim agreed that would be a good place to start. Qwest said they would look at the data and determine next steps.

Jill Martain - Qwest stated that this CR will remain in Development Status and that we will be sending out a notification for the meetings associated with addressing repeat trouble tickets.

2/15/05

Attendees: Bonnie Johnson - Eschelon, Pete Peterson - Eschelon, Jeff Bellen - Eschelon, Doug Denney - Eschelon, Kathy Stichter - Eschelon, Kim Isaacs - Eschelon, Jen Arnold - TDS Metrocom, Cathy Garcia, Jill Martain - Qwest, Jim Recker - Qwest, Ro Erives - Qwest, Lynn Stecklein - Qwest

Lynn Stecklein - Qwest reviewed that the purpose of this meeting was to followup an action item from a previous adhoc meeting held on 1/20/05. Lynn stated that during that meeting, Eschelon requested that Qwest research whether or not Qwest would accept a CR requesting to reduce the repeat commitment. Lynn also said that we need to come to an agreement on how to move this CR forward.

Jim Recker - Qwest stated that we have already investigated enhancing various systems so that CLECs can deny the proposed closure of trouble tickets and that the cost was estimated to be approximately $14M. Jim stated that Repeat tickets have to be re-opened after they are closed and not fixed -- a new commit time is give and the cycle starts over. Jim also said that It is true that repeat tickets do have to be re-opened after they are closed. Jim said that Qwest does not believe with the implementation of this CR that it will increase the repeat ticket rate and that Qwest does not like to re-work a ticket and our goal is to fix the trouble right the first time. Jim said that we understand that there are additional costs and work for you, as well as to Qwest, when we have to roll another truck and dispatch another time. Jim said that from July-November, 2004 the repeat range was between 9.65 and 11.73%. Jim stated that we have teams in place already, which are addressing the repeat rates and we are looking into the possibility of enhancing our systems to identify repeat tickets in order to complete them faster. Jim said that Qwest is willing to take the repeat ticket issue as an action item and work collaboratively to see if we can isolate the big hitters or larger issues associated with repeat tickets, but we would like to still move forward with this CR in the mean time. Jim stated that CEMR event do not reflect the work that was done and our process dictates that the same level of detail should be provided whether the response is mechanical (electronic) or verbal. Jim said that CEMR was enhanced in October 2004 to give the CLECs the ability to monitor active non-designed trouble tickets and Technician coaching continues.

Bonnie Johnson - Eschelon asked what type of activity would be addressed with this action item. Bonnie said if it's just reporting, it won't work.

Jim Recker - Qwest stated that we can look at the heavy hitters cooperatively to determine if there are any heavy hitters percentage wise.

Jim Martain - Qwest stated that we can work together on what examples we want to look at in order to improve the process for repeats. Jim said that we can identify process issues on both sides and that we may find we need documentation as well.

Bonnie Johnson - Eschelon said that we could look at out of service tickets first.

Jim Recker - Qwest stated that we could have another call to determine what criteria we want to look at,

Pete Peterson - Qwest asked what is the fall back plan if the percentage of 12% gets worse.

Jill Martain - Qwest said that we will be working on this issue on an ongoing basis and the team needs to make sure that does not happen..

Bonnie Johnson - Eschelon asked that this CR remain in CLEC Test (when applicable) for a couple of months.

Lynn Stecklein - Qwest stated that an adhoc meeting will be scheduled in the next couple of weeks.

1/20/05 Adhoc Meeting

Attendees: Bonnie Johnson - Eschelon, Jeff Bellin - Eschlelon, Doug Denny - Eschelon, Kathy Stichter - Eschelon, Pete Peterson - Eschelon, Stephanie Haas - Cox Communications, Roslyn Davis - MCI, Cathy Garcia - Qwest, Jim Recker - Qwest, Laura Baird - Qwest, Cindy Harlan - Qwest, Lynn Stecklein - Qwest

Lynn Stecklein - Qwest stated that the purpose of this meeting was to review the four items that were brought up in the meeting held on January 6 with the CLEC Community.

Jim Recker - Qwest stated that the 1st issue was: The CLECs are unable to deny the closure if the ticket is closed automatically. Jim said that a system CR (SCR042204-01 CEMR Request to Close) requesting that Qwest build a function in CEMR that would send a request to close when the technician has completed work on a trouble ticket. Jim said that Qwest denied that request due to the system costs involved and would not be an option.

Bonnie Johnson/Eschelon said that this ability exists with design tickets in CEMR and asked if this function can't be provided because of a backend system.

Jim Recker - Qwest said yes and that a re-write would be required in LMOS.

Bonnie Johnson/Eschelon asked if there was interaction between LMOS and CEMR.

Jim Recker - Qwest said that once we close a ticket in LMOS the ticket is closed and it can't be reopened.

Bonnie Johnson - Eschelon asked if WFA acts differently.

Jim Recker - Qwest said that WFA is a newer system.

Jim Recker - Qwest said that the 2nd issue is: Repeat tickets have to be re-opened when they are closed and the service is not fixed. He stated that we looked at August - October non-design repeat tickets and that it revealed that the overall repeat rate is 12%. Jim said that we continue to review and research issues that comprise the 12% so that we can reduce that rate and work on process improvements.

Bonnie Johnson - Eschelon stated that she considers a 12% repeat high and said that is about 1 in every 10 customers. Bonnie asked what Qwest was initiatives were underway doing to improve and asked what Qwest's goal is to improve this rate.

Cathy Garcia - Qwest stated that Qwest is working within the organizations and workgroups to improve processes associated with repeat repair patterns, chronics, no access, etc. that will improve this process.

Bonnie Johnson - Eschelon said that Qwest always comes back with the same answer. Bonnie asked if there were any new initiatives underway and that the old ones don't appear to be working. Bonnie asked if representatives were on the call that could answer what the intiatives were for some of the other work groups

Cathy Garcia - Qwest said that Qwest is always looking at new processes and initiatives associated with reducing trouble tickets.

Laura Baird - Qwest said that in addition to what Cathy said, there team is also looking at processes associated with improving to reduce repeat tickets.

Jim Recker - Qwest said that the 2nd issue is: Electronic bonding is not available on CEMR tickets (no back and forth) communications. Jim stated that this goes back to issue number 1 and the system costs.

Jeff Bellin - Eschelon asked if there was a way to treat non-design DSL in CEMR like a design ticket.

Cathy Garcia - Qwest stated that non-design follows the WFA design practice.

Jeff Bellin - Eschlon asked if there was a way to flag repeat tickets.

Cathy Garcia - Qwest stated that we could possibly look at providing a better commitment on chronic repeat tickets. Cathy stated that multiple chronic tickets don't get a better commitment.

Bonnie Johnson - Eschelon asked if Qwest would consider putting a flag on repeat tickets to place the ticket at the top of the list so that the ticket can be completed before other tickets because it is a repeat. Bonnie asked if Qwest would consider reducing the commitment time.

Jim Recker - Qwest stated that Eschelon could submit a CR.

Bonnie Johnson - Eschelon stated that she would not submit a CR that Qwest was going to deny. Bonnie said that Qwest should look at this issue within this CR (PC100404-1). Bonnie said that with the issues we have discussed #1 and #2 are too expensive, #3 Qwest has internal initiatives in place. Bonnie said that she feels that we have not gained anything. Bonnie said that Eschelon submitted a CR requesting CEMR to allow full MLT Test when opening a trouble report in CEMR. Bonnie said that Qwest denied that CR for no demonstrable benefit. Bonnie said that Qwest stated that the expectation is that the CLEC has the ability to run and view a full MLT in its current location and format fullfilled the customers needs for MLT data.

Jeff Bellin - Eschelon stated that a large percent of TOKs turn out to be a Qwest problem and that they spend double the amount of time to open another ticket.

Bonnie Johnson - Eschelon stated that you have to test anyway to determine if the trouble is in the switch.

Cathy Garcia - Qwest stated that is part of the trouble isolation.

Bonnie Johnson - Eschelon said that she wanted to assure Qwest that they don't open a ticket for everything and that they do a lot of trouble isolation before submitting a ticket.

Jim Recker - Qwest asked if this was before the line test only.

Bonnie Johnson - Eschelon said yes and that 1 reason for the line test only is a result of Qwest dispatching and that they had to pay TIC charges on features.

Cathy Garcia - Qwest said that some of our features are facility based and do require TIC charges. She said that the only time is if it is not on our side.

Jeff Bellin - Eschelon asked about PIC codes to be verified.

Cathy Garcia - Qwest said that she would like to see an example and said that we should be doing those in the switch. Cathy stated that CEMR was enhanced in October of 2004.

Cindy Harlin - Qwest stated that we would like to move this CR forward and that we don't want to do anything to negatively impact the repeat report rate. Cindy said that we are always looking for ways to improve.

Jim Recker - Qwest said that he agreed and that we do not want to do anything to jeopardize the repeat rate.

Bonnie Johnson - Eschelon said that she is disappointed in Qwest's response and feels that we are not making any headway. Bonnie asked what Qwest's goal for improving the 12% repeat rate. Bonnie said that they have tried to tackle this problem via CRs and their Service Managers and can't seem to find a solution.

Cathy Garcia - Qwest said that we are looking at the repeat rate for improvement and that we don't want to roll a truck twice.

Bonnie Johnson - Eschelon stated that Qwest is doing things twice. Bonnie said that the call to us before we close the ticket did add some relief. Bonnie said that if Qwest changes the process a non compliance issue comes into play and will go into the comments. Bonnie said that they will issue a CR to request to reduce/shorten the commitment rate or this CR could be revised to include their request. Bonnie asked if Qwest posts the repeat rate and asked what the repeat rate was 12 months ago.

Cathy Garcia - Qwest stated that the results are posted.

Cindy Harlan - Qwest stated that Qwest will research to determine if a separate request is necessary.

Bonnie Johnson - Eschelon stated that they are agreeable to any solution for resolving the repeat rate.

Cindy Harlan - Qwest stated that Qwest will regroup internally and determine whether another CR is necessary.

1/19/05 Product/Process CMP Meeting

Jim Recker/Qwest stated that an adhoc meeting is scheduled for January 20, 2005 to discuss Qwest’s response. Jim stated that Qwest will make recommendations in the February meeting. [1-28-05 Comment Received from Eschelon: Bonnie Johnson said she was anxious to hear the results of the examples Qwest reviewed] Jill Martain/Qwest stated that this CR will remain in Development.

December CMP Meeting Minutes Jim Recker – Qwest advised that Qwest is looking at this internally and it is still in the development stage. Qwest is trying to determine how we can address the CLECs comments and issues. Qwest will provide additional details at the January CMP meeting. Kim Isaacs – Eschelon confirmed that the focus of this is to decrease the amount of repeat repair tickets. Jim agreed that is an area that we are looking at. This CR will remain in Development Status.

11/17/04 November meeting minutes Jim Recker – Qwest provided status on the CR. Jim advised what this CR entails is closing the trouble ticket in the same manner as Qwest receives them. Currently when we close trouble tickets we are calling the CLEC. This CR requests if we get a trouble ticket via CEMR/Mediacc we would use the system to close the ticket. If we get the trouble ticket via a phone call, we will use the phone to close the ticket. Jim advised there was an input meeting held on November 5. Four main issues were identified and Qwest is currently reviewing these issues (insert comment from Eschelon) and the associated action items from the call (end comment). Qwest will provide updated status at the December meeting. This CR will move to Development Status.

PC100404-1 Closing Non Design Trouble Tickets CLEC Input Meeting November 5, 2004

In attendance: Cindy Macy – Qwest Chris Quinn-struck – Qwest Jim Recker – Qwest Jeff Bellin – Eschelon Jennifer Fisher – Qwest Mark Mattson – SBC Jean Novak – Qwest Josh Nielson – Qwest Pete Budner – Qwest Kim Isaacs – Eschelon Jen Arnold – TDS Laura Baird – Qwest Roslynn Davis – MCI Cathy Garcia – Qwest

Cindy Macy – Qwest reviewed the agenda and advised the purpose of this call to is gather input from the CLECs to understand their issues with closing repair tickets using the method that the ticket was initiated (via the system).

Kim Isaacs – Eschelon advised that in a perfect world the CLECs would like to be able to close tickets electronically, but there are four issues regarding this method.

1. The CLECs are unable to deny the closure if the ticket is closed automatically. 2. Repeat tickets have to be opened when the original ticket is closed, but not really fixed. A new commit time is given – the clock starts over. 3. Electronic bonding on non design tickets is not available via CEMR (no back and forth communication) 4. CEMR ticket events do not accurately reflect the work that was done. The same level of detail is not provided in the system as compared to when you talk with someone in person.

Kim advised the CLECS would like Qwest to lessen the duration of the outage and fix the problem the first time. Jenn - TDS advised they agree with Eschelon's examples. They have the same issues.

Kim advised they would like the ability to deny closure of the tickets. This would allow them to verify with their end user that the ticket is fixed. It is not productive for either the CLEC or Qwest to hold on the line while this takes place. If we could place the ticket in ‘hold or verify status’ for a certain period of time and then close it electronically that would be okay.

Jim Recker – Qwest asked about the CLECs current process. Jim verified that the CLEC tries to close the ticket with their end user while Qwest is on line. If the CLEC is unable to do that they accept closure of the ticket and then have to reopen a ticket if the problem is still occurring.

Shirley Stratton – SBC shared their process. Shirley advised SBC utilize electronic bonding on non-design tickets. They are able to communicate back and forth with Qwest and close tickets electronically. Qwest advised that Mediacc is available for non-design tickets. Currently Eschelon is not using Mediacc for non-design. Kim Isaacs asked about the difference in service levels between CEMR and Mediacc. Cathy Garcia -–Qwest advised that service levels are not a comparison between systems, there is different functionality provided by each system and the CLEC has the choice of either system to use.

Cindy Macy – Qwest asked about examples of repeat repair tickets. Kim Isaacs- Eschelon advised that she would send examples to Qwest to review.

Cindy Macy – Qwest asked if there was a previous CR requesting a system change. Kim Isaacs- Eschelon advised SCR042204-01 was denied for economically not feasible. This was requesting to Deny Closure of Non Design tickets.

Jenn Arnold – TDS advised that in some cases they do not receive a call from Qwest to close the ticket. Jim Recker – Qwest advised that some CLECs do not want Qwest to contact them so we are trying to maintain multiple processes.

Cindy advised the next steps will be to provide status at the November 17 CMP meeting. Qwest will review the information provided today by the CLECs and determine if there are changes that can be made to address the 4 issues identified.

10/20/04 Oct CMP Meeting Minutes Jim Recker – Qwest presented the CR. Jim advised what this CR entails is closing the trouble ticket in the same manner as Qwest receives them. Currently when we close trouble tickets we are calling the CLEC. This CR requests if we get a trouble ticket via CEMR/Mediacc we would use the system to close the ticket. If we get the trouble ticket via a phone call, we will use the phone to close the ticket. Bonnie Johnson – Eschelon confirmed that this CR is to address the issue discussed last month. Qwest confirmed that is true. Bonnie advised there are reasons we need the call. The issue is that Qwest is closing tickets without fixing the problem. The CLECs do not have time to take the calls either. Other CRs in the past have been issued to try to get to the root of this problem. The issue is to get rid of the repeat repair tickets. On the design side we don’t close the ticket before we verify it is fixed. On the design side we do not create the order to charge for ‘no trouble found’ until 2 weeks after. This allows time to make sure there is not another repeat problem. Bonnie said Design customers are no more important than non design customers. Qwest treats non design differently. Jim Recker – Qwest advised we use different systems for design and non design and that drives some of the process. Jim advised that we are planning on having an ad hoc meeting to review the CLECs issues and try to address the root problem. Cindy Macy – Qwest advised that an ad hoc meeting is planned for November 5. We would like to understand the root issue and discuss repeat repair tickets in more detail. This CR will move to Presented Status.