Service - Multi-line PSTN and Primary Rate ISDN |
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Customer service |
No. |
List of measures |
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Provision & Installation |
Ongoing |
8.1.1 |
Average time from order to complete installation (calendar days) (new
installations) |
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D |
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Average time from order to complete installation (calendar days)
(reconnections) |
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D |
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8.1.2 |
% of multi-line PSTN orders completed within 5 days |
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% |
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8.1.3 |
% of Primary Rate ISDN orders completed within 5 days |
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% |
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8.1.4 |
% installations faulty within 30 days of installation |
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% |
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8.1.5 |
Number of faults per 4kHz/56kbps/ 64kbps channel equivalent p.a. affecting
grade of service for customer |
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# |
8.1.6 |
Number of faults per 4kHz/56kbps/ 64kbps channel equivalent p.a. causing
total loss of service for customer |
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# |
8.1.7 |
Average time from fault report to fault clear (working hours) |
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H |
8.1.8 |
% of faults cleared within 1 day |
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% |
8.1.9 |
% of faults reported again within 30 days of first fault (repeat faults) |
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% |
8.1.10 |
Bill complaints per line p.a. |
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# |
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Productivity |
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No. |
List of measures |
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Provision & Installation |
Ongoing |
8.2.1 |
Number lines installed per man year (4kHz/56kbps/64kbps channel equivalents) |
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# |
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8.2.2 |
Number of successful repairs per man year |
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# |
8.2.3 |
% of all lines falling in this service category (4kHz/56kbps/64kbps channel
equivalents) |
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% |
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All figures national average for lines installed /
lines in service for a 12 month period |
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For the purpose of this measure, a 56kbps channel is
treated as equal to a 64kbps channel, as a customer would not receive fractions of
channels. |
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A 'fault' follows OFTEL's definition: 'A Customer
Reported Fault' is defined as a customer report of the inability of an item to |
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perform a required function resulting in an impaired
service excluding that inability due to preventative maintenance. |
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If the customer reports a fault on one line of a
multi-line connection, then this counts as one fault received. |
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However, if the customer reports three lines with
faults on a multi-line connection, three faults received are counted. |
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If an operator has used a 30 line capacity to supply
the customer with 10 connected lines, then this counts as a population of 10 direct lines. |
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Total number of measures for Service - Primary Rate ISDN |
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13 |
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