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As they needed a 50% rise in output to support the UK’s digital revolution, a step change was required in the way training is planned for at Openreach. The team designed new planning processes, new planning tools and consolidated key data. What’s more, a collaborative approach with internal customers drove radical improvements. The catalyst for transformation was a new CEO with a ‘Big Bold Plan’. This followed separation from BT and a legacy of poor customer service. As a result, training capacity is up 30% and class utilisation is up 19% points. All this with 30% fewer planners. Engagement levels in the planning team have rocketed. It’s good news for customers too, with the best ever OFCOM service levels and a rise in ‘first time fix’ meaning that 84,000 fewer customers needed a repeat appointment.

Key Results

• Learner days up 75%
• Average seat fill up from 80% to 89%
• 5% reduction in class cancellations
• Operating costs down £576k
• First time fix helps 84,000 customers as a result of better skills
• Best ever OFCOM service levels delivered by Openreach

First published in the 2019 Best Practice Guide