KPI and SLA regime: August 2015 performance summary Ref Jun 15 Jul 15 Aug 15 Target Description KPI A 100% 100% 99.87% 99% green

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1 OB30 paper 07 KPI Report (August 2015) KPI and SLA regime: August 2015 performance summary Ref Jun 15 Jul 15 Aug 15 Target Description KPI A 100% 100% 99.87% 99% green 98% amber Service Restoration within 10 working days where household is a primary DTT user KPI A % 99.20% 98.49% 97.5% green Engineer visits completed as scheduled with viewer 95.0% amber KPI A % 97.16% 94.63% 90% green Engineer visits completed within 3 working days 50% amber KPI A % 97.01% 94.25% 90% green Vulnerable visits completed within 3 working days 70% amber KPI A6 100% 100% Communal engineer visits completed as scheduled with landlord where access and liability is confirmed KPI A7 100% 98.39% 92.24% 98% green Reactive filters issued within 3 working days 94% amber [KPI A10] [SUSPENDED FOR REACTIVE-ONLY TRIAL] Addresses in very high pixels mailed filters SLA B1 40.7% 60.5% 86.7% 100% green 99% amber Identifiable addresses within forecast medium, high and very high risk pixels (high and very high risk only for London) to be mailed at least once no more than 12 weeks ahead of scheduled mast activation SLA C1 0.39% 0.14% 0.21% <1% green Complaints <2% amber SLA C4 Report on total number and categories of complaints SLA C5 Report on vulnerable complaints SLA D1 Measure of the numbers of mailings per report of / SLA D2 SLA D3 Qualitative and quantitative reports provided. No specific targets. case of interference Measure of the number of reported cases that occur outside of mailed area Measure of number of cases of interference per mast remaining between 0.17 and 1.66 (5k to 50k cases of interference for rollout) Page 1 of 11

2 KPIs August 2015: KPI and SLA performance summary, 9 September 2015 KPI A: Service Restoration within 10 working days where household is a primary DTT user (communal households and households where cable or satellite services are received are excluded). 99% (green); 98% (amber) Result: 99.87%; green Of the 787 confirmed 4G cases in August 2015, 786 were resolved within 10 working days. The case that breached is expected to take 24 working days to resolve, and is summarised below Result: 99.87% Green. In the case that breached, a cherry-picker is required to complete the job. The council needed to approve and arrange traffic management to suspend parking bays outside the viewer s home, for which they have a two- to four-week lead time. This has delayed the time to resolution. The viewer is on holiday for two weeks from 5 to 19 September and the job has been booked for 22 September. The viewer understands the reason for the delay and appreciates the regular updates. Excluding the viewer s holiday and requests for the viewer to delay appointments, the total journey length is expected to be 24 days, assuming the issue is resolved on 22 September. It is being reported in the August report because it became a breach before the end of August. KPI A1: Engineer visits completed as scheduled with viewer. 97.5% (green); 95% (amber) Result: 98.49%; green Of the 2,325 engineer visits originally scheduled for August 2015: o A total of 2,128 were undertaken and closed on schedule o Thirty-five visits were cancelled and rearranged by at800 to meet capacity constraints o A further 162 visits were cancelled by the viewer Total scheduled visits not missed by engineer / total visits scheduled (2, ) / 2,325 Result: 98.49% Green. KPI A2: Engineer visits completed within 3 working days. 90% (green); 50% (amber) Result: 94.63%; green Of the 2,325 scheduled engineer visits detailed above, there were 2,163 visits scheduled where the viewer did not cancel Of these 2,163 visits: o A total of 1,867 visits were completed within three working days o A further 180 were delayed beyond three working days at the viewer s request o Thirty-five visits were cancelled or rejected by the engineer o Eighty-one visits were completed outside of the three working day target (1, ) / 2,163 Result: 94.63% Green. KPIs Page 2 of 11

3 KPI A4: Vulnerable visits completed within 3 working days: 90% (green); 70% (amber) Result: 94.25%; green In August 2015, there were 1,078 scheduled engineer visits to people marked as vulnerable where the viewer did not cancel Of the 1,078 visits to be measured: o A total of 961 visits were completed within three working days o Fifty-five visits were delayed beyond the three working day window at the viewer s request o Fifteen visits were cancelled or rejected by the engineer o Forty-seven visits were delayed beyond the three working day target ( ) / 1,078 Result: 94.25% Green. KPI A6: Communal engineer visits completed as scheduled with landlord where access and liability is confirmed. Reporting only Result: 100%; green All of the seven communal jobs that were scheduled to take place in August 2015 were undertaken on time and as scheduled Result: 100% Green. KPI A7: Reactive filters issued in 3 working days. 98% (green); 94% (amber) Result: 92.24%; red There were 3,916 filter requests in August 2015 Of these, 3,612 were sent within three working days Result: 92.24% Red. A total of 304 filters were issued outside of three working days during August. The management information that is used to track stock showed adequate volumes of each filter type prepacked and ready for labelling/posting. This reporting was incorrect and while there was sufficient stock of channel 60 indoor filters, none of the remaining stock had been prepacked. Instead, the filters were in raw stock pallets or engineers packs. The warehouse issued a request to prepack more filters which was missed by our supplier and this resulted in the channel 60 filters being put on hold by the warehouse and orders not being fulfilled. This issue was not initially picked up by at800 as the supplier sent confirmation files indicating that these filter requests had been fulfilled. The warehouse has an automated process for loading completion files in bulk and manually inputting/deleting dates for non-completed filter orders. The warehouse did not follow this process for channel 60 filters, and this meant at800 received daily confirmations of the filters being sent as normal. The issue was identified when at800 witnessed a spike in the number of calls into the contact centre from viewers saying they had not received a filter. As soon as the issue was identified, steps were taken to send out the filters that had not been sent, and to address the root cause of the problem. KPIs Page 3 of 11

4 The supplier has apologised for this issue and has changed internal processes as a result. Following the updated process, at800 now receives an every day from the warehouse showing the number of filter orders dispatched from the warehouse in addition to the daily completion files. By the end of September, the warehouse will individually scan and process every filter rather than completing orders in bulk. This will remove the reliance on an individual to remember to manually intervene if an order cannot be fulfilled. A full stock count has been carried out by the supplier and the management information has been corrected. An escalation process has been agreed between all parties allowing any issues to be identified in a more timely manner. at800 is also in the process of carrying out a full stock count of all filters. This began in July and will continue with one stock count per month for the remainder of Channel 60 indoor filters will be counted on 17 September. KPI A10 [SUSPENDED]: 100% of identifiable addresses in very high pixels mailed proactive filter Not applicable. KPIs Page 4 of 11

5 SLA B Awareness August 2015: KPI and SLA performance summary, 9 September 2015 SLA B1: Identifiable addresses within forecast medium, high and very high-risk pixels (high and very high risk only for London) to be mailed at least once no more than 12 weeks ahead of scheduled mast activation. 100% (green); 99% (amber) Result: 86.7%; red A total of 282,528 households were identified as being eligible for mailing because of September 2015 rollout masts. These were all scheduled to be mailed in August, but a request was made to activate some of these masts before the beginning of September. As such, 17,035 of the households were mailed in July. The remaining 265,493 households were mailed in August and are reported in the table below A special request was made to activate a September rollout mast early. A special mailing file was created containing the 402 households that were impacted by the mast. Although the operator was informed that the mailing would be sent on 10 August (landing on 11 August), the operator activated the mast on 6 August As described in the July report, an operational issue was discovered in early July that identified 636,307 households that had not been mailed, despite their risk score making them eligible for mailing. These were mailed between 15 July and 17 August. The 304,345 households that were mailed in August are reported under SLA B2 below It should be noted that this SLA measures mailing against the originally scheduled monthly mast activation submission. Only around 7% of the masts generating the change in pixel risk, and therefore these mailing batches, had activated by 10 July. Therefore for the majority of recipients, the postcards will arrive closer to a mast activation date than it otherwise would have Of the above, 74,643 related to masts scheduled to be activated in August 2015 Of the 563,371 mailing issued in August, 75,045 were not sent in advance of the potential activation date of the masts with which they are associated Result for August: 86.7% Red. SLA B2: Report on households mailed and not mailed within forecast pixels (i.e. number of low risk households) The following table shows the breakdown of households by risk category and those confirmed as mailed. Very London Grand Mailing Mailing Date high High Medium medium Low Total Special mailing 10 August September 2015* 17 August 1,256 12,634 12,233 26, August 1,511 16,140 19,114 36, August ,412 20,871 36, August ,432 23,963 36, August ,085 22,287 36, August ,008 24,363 36, August ,216 19,656 36, August 74 7,104 11,607 18,785 Not mailed 60, , ,083 SLA B: Awareness Page 5 of 11

6 Mailing Mailing Date Very high High Medium London medium Low Grand Total 3 August 46 14,151 15,800 29,997 4 August 9,271 20,729 30,000 5 August 1 8,330 21,669 30,000 6 August 32 14,237 14,170 28,439 Special missed 7 August ,172 20,030 31,468 mailing** 10 August 30 12,132 17,838 30, August 9 10,710 19,281 30, August 20 12,155 16,820 28, August 26 12,539 17,435 30, August 18 10,194 18,365 28,577 Total 5, , ,382 60, , ,454 * This includes the unmailed volume for the entire September batch, including those that were mailed in July. ** Unmailed volumes have not been reported for the missed mailings. Note that from the August 2015 rollout mailing onwards, five seed addresses of people within the at800 organisation are being added to the mailing files. This is to introduce an additional operational check that mailings are being delivered. These five postcards will not be included in the numbers reported, unless the addresses are also identified as being eligible for mailings by the interference modelling. SLA B3: Report on households reporting interference within unmailed forecast pixels. More than 40% of total reports of interference at800 to address through operational adjustments (e.g. mailing low risk pixels in a certain area or adjusting the risk score for pixels), however, a de minimis threshold to apply In August 2015, at800 was contacted by a total of 4,964 households reporting interference that at800 believed could be caused by 4G. Engineers visited 2,175 properties, and filters were sent to a further 2,789. Of the 2,175 viewers to whom at800 sent engineers, 796 were confirmed as being impacted by 4G Of the 4,964 households, 366 (7.4%) were suppressed through the risk-based mailing. Mailing Status 4G confirmed Not 4G Job not complete Filter sent Grand Total Mailed 758 1, ,474 4,510 Suppressed Not identified Total 796 1, ,789 4,964 SLA B4: Awareness to be maintained (reminder mailings) with those viewers at continued risk of experiencing interference from masts that were not activated as scheduled. Report on reminder mailing numbers to be provided No reminder mailings were sent in August. The reminder mailing associated with masts originally expected to activate in February 2015 will be sent in September and will be reported in next month s report. SLA B: Awareness Page 6 of 11

7 SLA B7: Report on above the line communications and research outcomes, including awareness in rollout areas Seventeen pieces of media coverage appeared during August across print and online outlets. Fourteen online articles and three in print communicated at800 s messaging to a potential audience of around 225,000 people. Some examples of coverage are detailed below. Wilts and Gloucestershire Standard: New 4G mobile internet tower leaves Cirencester residents without TV for days Ballymena & Antrim Times: Solution for Freeview signal issues Henley Herald: Have your say 4G causing TV interference? SLA B: Awareness Page 7 of 11

8 SLA C Quality of Service August 2015: KPI and SLA performance summary, 9 September 2015 SLA C1: Percentage of households interacting with at800 that make a complaint. 1% (green); 2% (amber) Result: 0.21%; green at800 interacted with a total of 8,232 households in August 2015 Of these, 17 made a complaint that related to at800 s operational processes Result: 0.21% Green. SLA C4: Report on total number and categories of complaints There were a total of 47 complaints made in August 17 related to at800 s operational processes; 30 to its policies. Below is a breakdown of the topics of these complaints. Operations-related Dispute of non-4g diagnosis: 3 Engineer: damage/quality: 3 Engineer: late/missed appointment: 3 Appointment availability: 3 Length of journey: 2 Contact centre agent: 1 Engineer attitude/behaviour: 1 Filter-related: 1. Policy-related Support of satellite or cable viewers: 20 Support of communal properties: 5 Support of commercial properties: 3 4G rollout in general: 2. SLA C5: Vulnerable viewer complaints Out of 1,886 viewers flagged as being eligible for additional support with whom at800 interacted in August 2015, eight made a complaint, five of which related to at800 s operational processes and three to its policies. These are broken down as follows: Operations-related Dispute of non-4g diagnosis: 1 Engineer: damage/quality: 1 Engineer: late/missed appointment: 1 Filter-related: 1 Length of journey: 1. Policy-related 4G rollout in general: 2 Support of satellite or cable viewers: 1. SLA C: Quality of Service Page 8 of 11

9 SLA D Scale August 2015: KPI and SLA performance summary, 9 September 2015 SLA D1: Measure of the numbers of mailings per report of/case of interference The following table shows the number of mailings per engineer visit (4G and non-4g) and reactive filter sent, broken down by mast activated before the end of August Each case is tied to a single mast according to the rules specified in Appendix 1. Note that the cases are tied to the month in which the mast was scheduled to be activated (and therefore the masts that drove the mailing volumes); not the month in which the mast was activated. Engineer, Engineer, Reactive Initial Mailings Mailings Mailings per Mailings per visit or filter Rollout month 4G non-4g filter mailings per 4G per non-4g reactive filter sent July ,998 7,603 19,320 7,205,414 2, August , September , October , November ,946 1,428 1, December ,043 2,862 1, January ,796 4,178 2,305 1, February ,943 1, March , April , May , June , July , , August , September , , October , , November , , , December ,536 3,902 2,965 1, January ,594 1,312 1, February , March , April ,807 1, May ,001 3,053 2,320 1, June ,835 2,604 2,968 1, July ,797 2,315 2,385 1, August ,731 1,400 2, September ,602 11,544 10,307 3,900 2,829 Nothing within 2km 828 1,849 6,476 Total 8,721 15,089 39,749 12,309,666 1, Note: Data is included for September 2015 masts as some of these masts were activated before the end of August SLA D2: Measure of the number of reported cases that occur outside of mailed area Of the 796 households confirmed as experiencing 4G interference in August 2015: Cases not mailed due to risk profile 35 (4.4%) Cases never identified in modelling 3 (0.4%) Total cases outside mailed area 38 (4.8%) Total cases caught by mailing 758 (95.2%) SLA D: Scale Page 9 of 11

10 SLA D3: Measure of number of cases of interference per mast remaining between 0.17 and 1.66 (5k to 50k cases of interference for rollout) exceeding or trending towards exceeding the range will be raised to the OB for review/action 1.80 Monthly 4G confirmed cases per mast activated in that month Jul 13 Aug 13 Sep 13 Oct 13 Nov 13Dec 13 Jan 14 Feb 14Mar 14 Apr 14 May 14 Jun 14 Jul 14 Aug 14 Sep 14 Oct 14 Nov 14Dec 14 Jan 15 Feb 15Mar 15 Apr 15 May 15 Monthly Cases Per Mast Range Lower Limit Range Upper Limit Poly. (Monthly Cases Per Mast) Jun 15 Jul 15 Aug 15 Note: The above thresholds are based on a total mast count of 50,000. SLA D: Scale Page 10 of 11

11 Appendix 1: Logic for SLA D1: Identifying the nearest mast Identifying an individual mast that is causing interference is an inexact science. Indeed two masts may individually not result in interference for a household, but when both are active at the same time, interference may result. A household that has interacted with at800 a number of times (either requesting multiple filters or receiving many engineer visits) further complicates the identification of a single affecting mast, as masts may have activated between in between their contacts with at800. For the purposes of SLA D1, the logic described below has been used to identify the dates against which households should be measured, and the logic for identifying the mast that is thought most likely to be causing the interference. In-scope households and their effective date The analysis looks separately at households that have received reactive filters and those that have had engineer visits. The few households that have received both count in both analyses. For households to which at800 has sent reactive filters, their analysis is based on the first date on which they made a request for a filter, a request that the triage process indicated warranted the dispatch of a filter. For engineer visits, each household is counted once, but all visits are analysed to inform the record. For any households that had a single visit, the date on which that visit was requested is used as the basis for analysis, and the household is categorised as 4G or not based on the outcome of that visit. For any households that had multiple visits, if one or more visits resulted in a 4G diagnosis, it is categorises as 4G and the date on which the earliest of these visits was requested is used as the basis for analysis. If all visits resulted in a non-4g diagnosis, it is categorised such and the request date of the earliest visit is used as the basis for analysis. Identifying mast most likely to be causing interference For each of the above cases, the following process is undertaken: Determine all masts that were activated on or before the household s effective date (see above), but only include masts that are within a 900 metre radius of the property. From these masts, determine the mast that was activated the soonest before the call came in. This is deemed to be the mast most likely to be the cause of the interference If the above yields no masts, undertake the same process using a 1,500 metre radius If the above yields no masts, undertake the same process using a 2,000 metre radius In the event that the above yield no masts (i.e. there was no active mast within 2,000 metres at the point at which the call came in), the case is not associated with any specific mast and is discounted from the analysis. This logic is used to tag each household with an affecting mast. The rollout month for which this mast was submitted is used as the basis for analysis. Page 11 of 11

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