Principles

Transition to BAU

1. Core conversation journeys will continue to be non-chargeable. These journeys focus on:

•       Appointment control and management

•       Installation/service set-up expectations and guidance

•       Troubleshooting self-help

•       No change

2. New journey elements developed in the future (e.g., post-CP missed reappointing) may be offered as a chargeable proposition

•       Full industry consultation on any new functionality or journey which is proposed to be chargeable

3. We will no longer waive the Amend charge (as had been the case during the PoC and trial stages) for appointed provision

•       Product documentation to be updated to reference direct end customer contact as a channel where Amend charge applies

•       Access Charge Change Notice issued (90-day notification) adding new price list notes

4. Direct end customer contact will become an integral part of our product processes and all CPs will be opted-in by default (unless opt out is requested)

•       Conversation flows and process documentation to be shared at CFPPG (target August 2022) and made available centrally

•       Opt-out available at any time by contacting your Openreach Service Account Lead

5. We will continue to deliver a roadmap of improved functionality and additional use cases, both directly through this programme and as an enabler for other product or process developments

•       Programme plan updated monthly

•       Regular updates at industry fora