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AI & process transformation at pace and scale at Openreach

Published on 27 April 2020

AI & process transformation at pace and scale at Openreach

Read Openreach's Case Study here

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.

This article was first published in the 2020 Best Practice Guide - 2020 Vision: Crystallising your knowledge

To download a full digital copy of the Best Practice Guide, click here

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Author: Leanne McNamee

Categories: Library, Awards Case Studies


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