Telstra's Mike Wright
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Telstra's Mike Wright

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Telstra's Mike Wright at CommsDay Melbourne Congress 2013

Telstra's Mike Wright at CommsDay Melbourne Congress 2013

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Telstra's Mike Wright Telstra's Mike Wright Presentation Transcript

  • TELSTRATEMPLATE4X3BLUEBETA|TELPPTV4TELSTRATEMPLATE4X3BLUEBETA|TELPPTV4TELSTRATEMPLATE4X3BLUEBETA|TELPPTV4 CUSTOMER SERVICE THROUGH THICK AND THIN MIKE WRIGHT EXECUTIVE DIRECTOR TELSTRA NETWORKS 9 OCTOBER 2013
  • THE IMPORTANCE OF NETWORKS
  • MOBILES CUSTOMERS* (DOMESTIC) 3 THE NETWORK CONNECTS MILLIONS ON EXTENSIVE INFRASTRUCTURE +1,441k MOBILES CUSTOMERS (CSL) +425k PSTN LINES* -287k FBB CUSTOMERS* +175k 15.3m 3.9m 3.5m 7.8m * Represents total customers. Retail and wholesale. View slide
  • WE‟VE HAD A CHALLENGING YEAR Tropical Cyclone Sandra – Lord Howe Island 14 & 15 March Tropical Cyclone - Rusty Late February Western Australia Ex Tropical Cyclone Oswald and Floods Excessive rain throughout February and March Victorian Fires Throughout January Tasmanian Fires 4-6 January 2013 Warrnambool exchange fire 22 November 2012 4 View slide
  • AN OUTAGE NOWADAYS AFFECTS MORE THAN JUST TELEPHONES 5
  • WARRNAMBOOL EXCHANGE FIRE VICTORIA – NOVEMBER 2012
  • WARRNAMBOOL EXCHANGE FIRE 7
  • KEY ACTIONS TAKEN IN RESPONSE TO WARRNAMBOOL EXCHANGE FIRE 8 • 22 recommendations including permanent restoration of the exchange • Thermal Imaging of key exchanges • Changes to power and air conditioning operation • In building optical fibre diversity Network Deployment Standard • A review of the number and location of recovery units including Mobile Exchange on Wheels (MEOW) and Cell on Wheels (COW) and Satellite Cell Wheels (Sat COW) • Enhanced redundancy for Statenet Mobile Radio (SMR)
  • EX-TROPICAL CYCLONE OSWALD QUEENSLAND – JANUARY 2013
  • JANUARY 2013 OUTAGES BRISBANE – ROCKHAMPTON; BRISBANE – TOWNSVILLE 10 CAIRNS TOWNSVILLE MACKAY MT ISA BARCALDINE ROMA TOOWOOMBA ROCKHAMPTON BUNDABERG MARYBOROUGH GLADSTONE BRISBANE Coastal path Inland path “3rd Path” NORMANTON CLONCURRY CHARTERSTOWERS LYND RIVER EMERALD WESTWOOD 3 4 2 1 Cable Outages 24–27 Jan 2013 1 Near Bajool 24/01/13 – 30/01/13 2 Near Stanwell 25/01/13 – 26/01/13 3 Near Korenan 26/01/13 – 28/01/13 4 Near Harlin 27/01/13 – 29/01/13
  • TROPICAL CYCLONE LARRY 2006 (QLD) ‘BLACK SATURDAY’ BUSHFIRES 2009 (VIC) FLOODS 2011 (QLD) TROPICAL CYCLONE YASI 2011 SEVERE WEATHER 2012 (WA) EX-TROPICAL CYCLONE OSWALD & FLOODS 2013 (QLD) 28,000 PSTN services 8,000 PSTN services 23,200 PSTN services 94,000 PSTN services 70,000 PSTN services 438,000 PSTN services 40 mobile base stations 27 mobile base stations 159 mobile base stations 220 mobile base stations 165 mobile base stations 777 mobile base stations 3000 ADSL services 2700 ADSL services 13,600 ADSL services 32,000 ADSL services 20,600 ADSL services 179,000 ADSL services 190 network sites lost mains power 40 network sites lost mains power 375 network sites lost mains power 680 network sites lost mains power 863 network sites lost mains power 1010 network sites lost mains power 11 IMPACTS OF RECENT NATURAL DISASTERS
  • KEY ACTIONS TAKEN IN RESPONSE TO EX-TROPICAL CYCLONE OSWALD 12 • Investigation into network resiliency of critical services in Queensland • Additional transmission paths and third routes built • Leased third routes that automatically switch to the Telstra network • „Wilt‟ feature activated on Telstra mobile network • Annual national review and audit of the network
  • WEATHER-INDUCED OPERATIONAL AND CUSTOMER SERVICE CHALLENGES
  • 14 FAULT VOLUME COMPARISON YEAR ON YEAR
  • CUSTOMER SERVICE DELIVERY PRIORITIES 1 SAFETY OF STAFF AND CONTRACTORS 2 Priority Medical assistance 3 Network Flexibility Minimise business risk FAULTY SERVICES RESTORATION When conditions, access and safety allow, we assess damage to infrastructure and begin restoring impacted services. We restore services in this order: •Medical Priority Assist/Regulatory obligations •Network and infrastructure •Contracted Service Level Agreements •Other impacted services Customers waiting to have new activations connected may be waiting longer than usual. INSERT TEXT NEW SERVICE ACTIVATIONS 15
  • IMPACT ON CUSTOMERS • Telstra services fault levels in March were 5.1 times higher than the long term average • Up to 300 staff moved around the country • By the end of June Telstra had fixed more than one million faults in the year for retail and wholesale customers • Challenge to deliver on our retail and wholesale customer expectations • We recognise the frustration caused by delays 16
  • TELSTRA OPERATIONS FUNCTION INTO THE FUTURE 17 • Rebalancing our workforce:  Adding resources in field service area – additional 200 field staff in place in FY2014 as well as additional trained contractor resources.  More flexible, agile and national approach to managing operations workforce. • The focus of our Operations team remains on delivering high quality service to our all customers.
  • NETWORK RELIABILITY IS SOMETHING WE SHOULD ALL BE THINKING ABOUT 18
  • THANK YOU