Your chance to visit our Innovation & Transformation finalists, Openreach, who are using technology to improve customer and colleague experience.
AI & process transformation at pace and scale at Openreach
See how two rapid innovation programmes are transforming the billion-pound delivery of fibre networks nationwide, engaging people and generating more than £1m efficiency, in less than a year.
Innovation expertise, recruited into Openreach, has been a catalyst for rapid transformation, with field engineers, support teams, unions & managers all onboard. A pioneering Machine Learning algorithm was developed in close collaboration with experienced engineers. Network Enhanced Analytics (NEA) predicts non-value activities and automatically reallocates resource to create capacity. In the service desk, process & systems transformation led to a new single Heads-Up Display (HUD), replacing 27 different systems. This radically simplified the service experience, for colleagues and customers, with calls down 30% and 16% faster. Both were delivered in only a matter of months and now an embedded continuous improvement culture means these solutions are sustained and continually developed. As a result, the new FTTP network can be rolled out faster and at lower cost.
- Network Analytics
- 3,500 man days of engineer time saved since April 2019
- 40 minutes per FTTP order saved
- +£1million savings in field engineer resource (reinvested for growth)
HUD: Heads-up Display
- Contact propensity down by 30% in CP HUD
- AHT 16% lower in contact centre
- System usability score >90%
This story is inspiring to anybody looking to transform their processes at pace. Engaging with people and using their knowledge combined with data and insight to fix that frustrates them, is delivering huge benefits for the organisation and their customers. Openreach are also entering the insight team awards for their work on AI.
13:00 Introductions: Forum introduction and a quick introduction from everybody present
13:15 Finalist Story: The finalist shares their story in a presentation
13:45 Network Analytics - Meet the Team: Speak to those involved about how they have delivered
14:15 HUD - Meet the Team: Speak to those involved about how they have delivered
15:00 Networking & Discussion: A chance for delegates to reflect and seek advice from the finalists
15:45 Takeaways & Next Steps: What have you taken from this session? What will you do differently?
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