Service - PSTN (excluding Multi-line PSTN) |
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Customer service |
No. |
List of measures |
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Provision & Installation |
Ongoing |
6.1.1a |
Average time from order to complete installation (calendar days) (new
installations) |
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D |
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6.1.1b |
Average time from order to complete installation (calendar days)
(reconnections) |
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D |
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6.1.2 |
% of orders completed within 5 days |
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% |
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6.1.3 |
% installations faulty within 30 days of installation |
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% |
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6.1.4 |
% of lines connected to switches capable of providing enhanced services
(caller ID, call waiting, etc) |
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% |
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6.1.5 |
% of requests for enhanced service met on demand |
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% |
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6.1.6 |
Number of faults per 4khz line p.a. |
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# |
6.1.7 |
Average time from fault report to fault clear (working hours) |
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H |
6.1.8 |
% of faults cleared within 1 day |
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% |
6.1.9 |
% of faults reported again within 30 days of first fault (repeat faults) |
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% |
6.1.10 |
Bill complaints per line p.a. |
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# |
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Productivity |
No. |
List of measures |
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Provision & Installation |
Ongoing |
6.2.1 |
Number of 4khz lines installed per man year |
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# |
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6.2.2 |
Number of successful repairs per man year |
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# |
6.2.3 |
% 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 4khz lines installed / lines in service for
a 12 month period |
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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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'Within 30 calendar days' means on the 30th day or before. |
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Total number of measures for Service - PSTN |
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13 |
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