Newsletter July - September 2018
Executive Summary
The third quarter of this year saw changes to the management structure of the Supervisory Board. Fabio Pompei was appointed as the new director of the Supervisory Office, taking up his post from 1 October 2018, while Francesco Papetti joined the
staff on 1 August 2018. With a professional background in engineering, both are a welcome addition to the enhanced effectiveness of the Office in carrying out its duties.
During this quarter the Office also made significant contributions to the governance of the New Model of Equivalence, providing advice and support to the Regulator (AGCOM) on the definition of the new non-discriminatory KPIs (Key Performance
Indicators) and finalising the study on the definition of the new KPOs (Key Performance Objectives) to evaluate the statistical equivalence between the levels of performance offered to TIM Retail and those offered to Other Authorised Operators
objectively.
Performance indicators on equal access for the transition period from an EoO (Equivalence of Output) model to the New Model of Equivalence confirmed that during the third quarter the New Delivery Chain continued to produce better or, in some
cases equivalent, results to the former chain for all monitored indicators. In July 2018 the NDC was confirmed as the definitive procedure for all OAO work orders.
With regards to the performance metrics for Telecom Italia’s wholesale CRM, analysis of the CRM performance indicators up until July show improved performance for orders handled by CRM Now (the New Delivery Chain) compared to orders
handled by CRM Wholesale (Former Delivery Chain).
The Supervisory Office also presented in September 2018 a "Proposals for Process Digitalisation" report to the Board with the results of the checks carried out in compliance with the requirements of the Agcom 2018 Action Plan. The report, illustrating
a proposal for the measurement and analysis of the delivery performance of work orders managed by digital contact policy services, was subsequently forwarded to the Authority. PARITA’ DI ACCESSO – Organo di Vigilanza - Tutti i diritti riservati 3
The July-September period saw the continued monitoring of the correct application of the Group 1 Undertakings in the management of suspended orders due to temporary lack of access network capacity (managed by the "Single Queue Process")
with an on-site inspection in Bari at the Puglia WOL (Wholesale Operation Line).
Within the Group 1 Undertakings the Supervisory Board also completed its investigations into complaint "S01/17" from Wind Tre. Despite finding no apparent breach of the Undertakings approved in Resolution N. 718/08/CONS, the Supervisory
Board ordered further investigations into specific issues arising from the inspection.
Monitoring of progress on Undertakings
Checks continued to be conducted over the reporting period on the formal compliance by Telecom Italia with the deadlines for the Undertakings approved by the Communications Authority by Resolution 718/08/CONS and their proper fulfillment.
Specifically, the Supervisory Board received the following documents from Telecom Italia:
The SP received the following documents from Telecom Italia:
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Undertakings Group No. 2 |
- On May 15, 2018, TIM presented its MBO 2018 short-term incentive system for TIM personnel to the Supervisory Board.
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Undertakings Group No. 4 |
- a document dated April 6, 2018 providing the Monthly KPI Report for February 2018.
- document dated May 7, 2018 providing:
- Quarterly KPI Report. First quarter 2018;
- Monthly KPI report for March 2018;
- document dated June 01, 2018 providing the Monthly KPI Report for April 2018 .
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Undertakings Group No. 5 |
- document dated February 4, 2018 providing:
- Next Generation Access Network (NGAN) Plan;
- Broadband Coverage Plan
- Allotments Plan
- document dated April 06, 2018 providing:
- Access Network Quality Report. 2nd Quarter 2018 Program;
- Wholesale SLA Deterioration Report - February 2018;
- document dated May 07, 2018 providing:
- NGAN Access Network Quality Report. First Quarter 2018;
- BB Access Network Quality Report. First Quarter 2018;
- Access Network Development Report – Allotments. First Quarter 2018;
- Wholesale SLA Deterioration Report – March 2018;
- document dated June 01, 2018 providing the Wholesale SLA Deterioration Report for April 2018
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Undertakings Group No. 6 |
- a document dated April 6, 2018 providing:
- Access Network Development Report. IIQ18 Program - NGAN;
- Access Network Development Report. IIQ18 Program - BB;
- Access Network Development Report. IIQ18 Program - Allotments;
- a document dated June 1, 2018 providing:
- Access Network Development Report – NGAN. 1st Quarter 2018 Program Revision;
- Access Network Development Report – NGAN. 2nd Quarter 2018 Program Revision;
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Undertakings Group No. 12 |
- document dated May 7, 2018 providing the “Unsolicited Services“ Report - IQ18.
Audits and Investigations
By Decision No. 3/2017 of January 25, 2017, the Supervisory Board ordered four on-site audits to be conducted by the end of that year on four different geographical areas in four different regional areas, to check the proper implementation of the new queuing criteria introduced by Telecom Italia following the Procedure resulting in Decision No. 9/2016.
In January 2018, the Supervisory Board extended the deadline for audit activities on the proper implementation of the queuing algorithms for the new provisioning chain to January 31, 2019, having identified the need to proceed with the more extensive monitoring of work orders.
In particular, the supervisory office completed its first on-site audit for 2018 during the quarter, in Florence, on the East Tuscany geographical area, in which 17 queuing cases were analyzed, covering a total of 36 work orders (16 for TIM and 19 for OAOs). The audit did not find any cases of improper queuing management of work orders according to First-in, First-out (FIFO) criteria.
Reports and complaints
Complaint S01/17 by the Communication Provider Wind Tre – Wind Tre/"LNA, VULA; ONU activations; contact and field management policy"
At the meeting between the Supervisory Board and the Communication Provider Wind Tre on December 20, 2017, the Communication Provider brought a number of complaints to the attention of the Board.
Considering that the matter reported by the Company did not prove to be generic or unfounded, the Board decided to initiate a specific investigation designated "S01/17 – Wind Tre/LNA, VULA; ONU activations; contact and field management policy".
On January 12, 2018, a request was received to access the case documents by Telecom Italia and on January 22 the response of the complainant to the request for data and information was received, with part of the information requested.
In notifications dated January 19, 2018 and March 5, 2018, Wind Tre furnished the additional information requested by the Supervisory Board in relation to post-provisioning failures in VULA FttCab services, ONU saturations/replacements, and repair
failures in VULA FTTCab services.
On the basis of the information provided by the complainant, the supervisory office forwarded its request to TIM for a series of circumstantiated explanations of the issues.
In relation to the issue of post-provisioning failure in VULA services and the issue of ONU saturations/replacements, on April 23, 2018, the Supervisory Board found no evidence in the facts investigated of a disparity of treatment between Wind Tre
customers and Telecom Italia customers. Nevertheless, it did identify the presence of problems concerning the service quality provided. Such problems could be resolved through the identification of technical-operational solutions by mutual
agreement of the Parties. Consequently, by Decision No. 8/2018, the Supervisory Board, in accordance with Article 11(12) of its Regulations, ordered a Technical Panel to be set up to identify suitable and mutually acceptable technical and operational
solutions to resolve the aforementioned problems.
As concerns, instead, the line not active (LNA) cases, having found that no useful data was available for an investigation of the matter in question by the supervisory office, the Supervisory Board decided not to proceed further, without prejudice to
the right of the complainant to present any useful information for the purpose subsequently.
Finally, as concerns the two matters raised by Wind Tre concerning operational failure in the VULA service and improvements to the contact and field management policy, the Supervisory Board ordered investigative activities into the reported
cases to continue and extended the deadline for the conclusion of the investigation to September 30, 2018.
The Supervisory Office–TIM–Wind Tre Technical Panel, chaired by Mr Marco de Grandis, held two meetings following May 14 and June 14 to discuss the critical issues connected with post-provisioning failures in VULA FTTC services and ONU (Optical
Network Unit) saturations on the FTTC network.
Relations with Institutions and Communication Providers
Meetings with the Communications Regulatory Authority (AGCom)
We report that during the quarter of reference, the Supervisory Board was given a hearing by the Communications Authority’s board on May 15, 2018, on occasion of the presentation of the Supervisory Board’s Annual Report.
Furthermore, on April 23, 2018, the Supervisory Board met with the Director of the Authority’s Electronic Communications Networks and Services Directorate to address and discuss issues of common interest.
Meetings with Communication Providers
On May 16, the Chairman of the Supervisory Board met with the Chairman of OBARCC in London to exchange information on issues of mutual interest, and on the following day with the Director-General of the DG Connect of the European
Commission, Roberto Viola, in Brussels.
On April 13 and 23, 2018, the Board met with TIM for its customary progress report on the Undertakings and on progress made in the implementation of the New Equivalence Model (NEM). Specifically, at the meeting held on April 23, the Company
provided an update on the Wind Tre complaint, with reference, in particular, to the information requested by the Supervisory Board in its letter No. 9/18.
Finally, at the meeting held on June 13, TIM reported on progress made in the implementation of the New Equivalence Model (NEM) and illustrated its plan to restart the migration of work orders onto the New Provisioning Chain (NPC).