eZine, February 2008

New Customers

The Global Crossing and OGCbuying.solutions Mts Teams would like to welcome HM Revenue and Customs to the Mts community.

Service Improvement Plan

If you would like a copy of the current Service Improvement Plan, please email mts@ogcbs.gsi.gov.uk.

IEEE Certification

Customers are advised of the need for timely and specific IEEE Certificates for all power outlets, earths or power supplies provided for a project by the customer. This is a Health & Safety requirement for any electrical installation (power or earth) to be tested to the latest edition of the IEEE regulations and is not negotiable.

Reporting

From January 2008 Customers will receive reports against the new SLAs which became effective on 1 December 2007. These reports will be rolled out in a phased manner, so that not all customers will receive reports at the same time. If you would like to know when you will be receiving your organisation's report, please contact the Mts Team at mts@ogcbs.gsi.gov.uk.

Changes within the Global Crossing Mts Team

Alison Brock, Tammy Tollett and Nicky Gardner have all recently joined the Mts Team. We welcome them all as Customer Support Managers and you will have the opportunity to meet them at service reviews and the Mts Customer Forum in March.

Powerdowns and Other Customer Initiated Activities

Customers are reminded that they should give Global Crossing at least 5 working days notice to ensure that an engineer is available to assist if necessary.

Cease Orders

Customers are also reminded that an order should be submitted to the order team at Global Crossing, using the usual order form, for all cessations of service.

Reverse Call Charges

OGCbuying.solutions will pass on any charges arising from reverse charge calls being made to Mts Customers.

HIPT Accreditation

The HIPT Accreditation is reaching its final stages, with the completed document pack due for submission shortly. The Code of Connection has been finalised and issued and the first proving site is due for commencement on the 21st of February. Work also continues on the accreditation of the SDSL and Portal, although the latter is proving more demanding than anticipated. In addition the Cardinal Accreditation has been signed off, as expected, until the end of June 2008.

PIN Resets

Since 1 December 2007 Global Crossing have been meeting the new MTS contractual requirement for Powermail PIN resets. The requirement was tightened from 2 days to 'within one working day' and has been achieved by a combination of process modification and by increasing the priority for MTS PIN resets within the key areas of Customer Service and Operations.

Ongoing monitoring and development of the end to end process is in place to ensure that PIN resets continue to be given a high priority and we will be working with OGC to look at the extent to which this process can be automated and ultimately integrated into the MTS portal.

Customer Contacts

Please email the Mts Team (mts@ogcbs.gsi.gov.uk) when a registered Mts Contact leaves or joins your organisation to ensure that you do not miss out on vital communications.

Customer Support Visits

Don't forget that the Customer Support Team is always available to talk to you about any service issues you may be experiencing. Each member of the team can be contacted directly. If you are unsure who your Customer Support Manager is then please email mts@ogcbs.gsi.gov.uk.

Mts Customer Forum

The next Customer Forum is scheduled for 5 March 2008 at The Science Museum. If you would like to register for the event, please contact mts@ogcbs.gsi.gov.uk.

Statistics Update

The following table shows the November 2007 Mts voice network performance against the service level agreement:

The following table shows the November 2007 Mts voice network performance against the service level agreement:

Voice Network Performance
Availablity (Target: 99.96%)	100%
Category 1 Response (99.95%)	100%
Category 2 Response (95%)	100%
Fault Clearance (97%)	97.22%
Mts Help Desk Answer Time	11.65 seconds

CTOPS performed well again this month handling 81840 calls.

The Mts Data Network had 99.99% availability during the month of November.

Contact us

If you have any comments or suggestions regarding this newsletter, please contact us at mts@ogcbs.gsi.gov.uk.