OPENREACH – Service Delivery (SD UK Ops and FTTP) `Customer Delivery Rate’
Note: The letter from the company contained within this LTB is In Confidenceand not for onward distribution.
Service Delivery are introducing Customer Delivery Rate. This is a new metric which will be across UK Ops and FTTP.
The aim is to fairly identify where Openreach SD can support their people further and create positive, holistic interventions to improve both their skills and knowledge.
The Customer Delivery Rate is a measure that can be used to show customer output at UK, Director, team and individual level and can be utilised alongside quality metrics such as Early Life Failure and Repeat Reports. The primary focus is to deliver the best customer outcomes.
The detail is shared below:
- Customer Delivery Rate takes into account the complexity of the task based upon 12 months of historic data
- Using this, an output is established which is designed to recognise the complexity of the task
- Total time worked on tasks is included in the calculation
- Any time not spent on customer facing work is not included (e. – travel time is not included)
- Customer Delivery Rates are awarded for each job which is completed.
To be clear, there should be no reference to jobs per day, there is no jobs per day metric.
The Openreach National Team (NT) have also ensured that managers are not aware how the Customer Delivery Rate is worked out. This has only been shared with the Openreach SD Data team, Pete Stewart, Surrinder Khatter, the ER team and the CWU NT.
The Patch Manager and Patch Lead ‘Coaching in Practice Workshop’ started across the country on 24 May and will run until 20 June. You can see the attached slides that are being presented at each event.
CWU Regional Co-ordinators have been invited to each of these sessions to ensure consistency of message across the country. The NT have also attended events. The focus of the workshop is ‘how to have effective coaching conversations with your team to deliver excellent customer service’. We have had really positive and encouraging feedback so far.
As you can see from the company letter ‘We are reducing the amount of data points our managers have access to, as the introduction of the Customer Delivery Rate is a culture change and we want managers to have conversations with individuals that is not based on background data.’
The NT will be working closely with the company on defining what data the managers receive.
The NT has requested and received a commitment to review and monitor any performance related cases. Customer Delivery Rate should not increase the overall amount of performance related cases.
The first review period will take place after 3 months and then another after 6 months of implementation. Should an earlier meeting be necessary due to the roll out, the company are willing to accommodate this.
The huddles will have a staggered approach across the country with the first commencing on 6 June. Branches will be invited to the huddles by patch managers.
Any enquires regarding this LTB should be sent directly to me in the first instance.
Yours sincerely,
Fiona Curtis
Acting Assistant Secretary
06.06.23 – LTB 142 – OPENREACH – Service Delivery (SD UK Ops and FTTP) `Customer Delivery Rate’.docx
CWU Eastern No5 Branch 
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