Openreach uses big data analysis to optimize engineering resource allocation. By analyzing data to determine if customer visits were needed for lines rated as excellent, Openreach was able to avoid unnecessary visits, saving over £24 million without reducing customer service quality. BT's head of big data practice commented that they made more progress in six weeks using this data-driven approach than in six months previously using other methods. The document concludes by advocating leveraging the cognitive hierarchy and letting tools focus on analyzing big data to help decision makers focus on higher-level concerns and prevent information overload.

1. roke.co.uk
RUSI LWC
Confronting the Information Challenge
Chris Squier
Defence Director, Roke
chris.squier@roke.co.uk
+44 (0) 7436 275491

2. roke.co.ukroke.co.uk
The Cognitive Hierarchy; DIKW
Cognitive Hierarchy; ADP Ops Annex 8A-01

3. roke.co.ukroke.co.uk
Openreach delivers access network services across
the UK. To optimise engineering resource
targeting, in-depth big data analysis was used to
test the hypothesis that an engineering visit would
not yield an improvement to a line rated excellent
before a visit.
Based on these results, proposed customer visits
were triaged using an algorithm developed from
the big data project. This resulted in savings of
more than £24 million with no customer service
downsides.
Simon Thompson, Head of Practice, Big Data and
Customer Experience, BT Research, says: “We’ve
made more progress in six weeks using this
approach than we did in six months previously

4. roke.co.ukroke.co.uk
By Darryl Leewood - Own work, CC BY-SA 3.0, https://commons.wikimedia.org/w/index.php?curid=16844284
[https://www.youtube.com/watch?v=eba3PRd7AuE]

5. roke.co.ukroke.co.uk
Gp Capt James Stagg

6. roke.co.ukroke.co.uk

7. roke.co.ukroke.co.uk
Conclusion
• Leverage the Cognitive Hierarchy; and
• Let industry and the tools do the work (DevOps); and
• Enable military decision makers to focus on the higher levels
of the Cognitive Hierarchy; let the tools focus on Big Data
and get into Big Wisdom
in order to ‘see smarter’ and prevent information overload