1. SHOM
1.1. Description
1.1.1. Allow customers to place orders online
1.2. Purpose
1.2.1. Allowing customers to place orders online decreases the cost per unit and increases the likelihood of an encounter.
1.3. Requirements
1.3.1. Customers can submit orders online
1.3.2. No CSR intervention required for Service Order to proceed through workflow
1.3.3. Customer guaranteed services offered through SmartHub (plant-wise)
1.4. Scope
1.4.1. Minimize catalog and streamline packages
1.4.2. 100% data parity
1.4.3. 100% facilities reliability
1.4.4. Workflow Streamlined
2. Appsuite
2.1. Description
2.1.1. Have all outside workers access to Appsuite in order to complete their work immediately and without calling Service.
2.2. Purpose
2.2.1. Decrease customer install lead time and decrease workload in Service department.
2.3. Requirements
2.3.1. Appsuite displays accurate and real time information
2.3.2. No work progress is lost
2.3.3. Time and efficiency gains outweigh hassle
2.3.4. Workflow used to direct tickets based on subscriber report
2.4. Scope
2.4.1. SmartTrack Workflow and auto-assignment
2.4.2. Roll out to Central Office
2.4.2.1. Waiting on NISC
2.4.2.1.1. Need wire center info; possibly next release
2.4.3. Roll out to troubleshooters
2.4.3.1. Minimize clear codes
2.4.3.1.1. Waiting on CO
2.4.4. Roll out to drop crews
2.4.5. Roll out to installers
2.4.6. Workflow directing ticket flow
2.4.6.1. Subscriber report codes cleaned up
3. Contact Tracking
4. Call Capture
5. BI/Data Reporting
5.1. Description
5.1.1. Provide a starting point for building helpful and intuitive business intelligence views and data.
5.2. Purpose
5.2.1. Enable management to make decision with the best information available while minimizing the resources required to gather the data.
5.3. Requirements
5.3.1. No technical skills required for generating
5.3.2. 100% accuracy in Data Model
6. M/A Conversion
6.1. Description
6.1.1. Implement the multi-agreement data model for iVue. Since this inherently causes more work, some workflow modifications may be necessary to be sure that the increase in workload is minimal.
6.2. Purpose
6.2.1. Much of the additional functionality offered by NISC requires multi-agreement. This is a necessary stepping stone.
6.3. Requirements
6.3.1. Orders proceed from creation to closing without getting lost (Workflow)
6.3.1.1. List and report for all edge cases as safety net
6.3.1.1.1. Waiting on Crystal Reports
6.3.1.2. Workflow for Keyset vs INR
6.3.1.3. Workflow for RES vs BUS CSRCLOSE
6.3.2. Accurate reporting for number of each services (ie., access lines)
6.3.2.1. Waiting on Crystal Reports
6.3.2.2. Email Info Audit
6.3.3. Accurate reporting for number of each type of order worked or waiting to be worked
6.3.3.1. Waiting on Crystal Reports
6.3.4. Provisioning consistent without causing outages
6.3.5. Per task reporting for each department regarding orders (drops, plows, jumpers)
6.3.5.1. Waiting on Crystal Reports
6.3.6. Accurate and timely information on the current status (with supporting information) of any service order at any time
7. Paperless Records
7.1. Description
7.1.1. Use iVue for all records and facility assignment.
7.2. Purpose
7.2.1. More accurate and readily available information for decreased install lead times and customer/technician wait times.
7.3. Requirements
7.3.1. No paper
7.3.2. Switch and access assignment
7.3.3. Pair/Fiber assignment
7.3.3.1. From StellaRad initially, then iVue
7.3.4. IP/VLAN assignment
7.4. Scope
7.4.1. Switchtalk II
7.4.1.1. Data parity between network and iVue
7.4.1.2. Data Model
7.4.2. Solve issue with switch equipment assignment and test
8. FA/TM Cleanup
8.1. Description
8.1.1. Use the FA/TM module the way it is supposed to be uses
8.2. Purpose
8.2.1. Using FA/TM correctly allows us to better utilize the data it holds, and more reliably provision network elements.
8.3. Requirements
8.3.1. Switches used correctly
8.3.2. Wire centers used correctly
8.3.3. Equipment names and host names used consistently
8.4. Scope
8.4.1. Create and test data model that most accurately reflects real world while being general enough to be used in the most cases
8.4.2. Audit existing network element data and load into new data model
9. Switchtalk II
9.1. Description
9.1.1. Convert entire provisioning platform to Switchtalk II.
9.2. Purpose
9.2.1. Provide better quality of service and a more efficient workflow with better reporting capabilities.
9.3. Requirements
9.3.1. 100% audit capability
9.3.2. 100% provisioning through billing
9.3.3. 100% data parity (iVue to Network)
9.3.4. Fewer points of failure
9.4. Scope
9.4.1. Create inter-departmental criteria for what constitutes the need for a USOC
9.4.2. Create inter-departmental criteria for what constitutes the existence of:
9.4.2.1. Access Line
9.4.2.2. Broadband Customer
9.4.2.3. TV Customer
9.4.2.4. Key System Rental Customer
9.4.2.5. Security System Customer
9.4.2.6. Wireless/Sat customer
9.4.3. FA/TM Cleanup
10. Lead Agent
10.1. Description
10.1.1. Find ways to generate and track leads from current data or customer action.
10.2. Requirements
10.2.1. Integrate with website queries
11. NeoNova/iVue Integration
12. StellaRad/iVue Integration
13. Key
13.1. Waiting
13.2. In Progress
13.3. 25%
13.4. 50%
13.5. 75%
13.6. Completed
14. ESOM
14.1. Description
14.1.1. Enhanced Service Order Management - Use ESOM to streamline order management and workflows.
14.2. Purpose
14.2.1. More efficient and less stressful workflow
14.3. Requirements
14.3.1. Accurate reporting for service orders by service type
14.3.2. Service orders proceed from creating to closing without getting lost
14.3.3. Per task reporting for each department regarding orders (drops, plows, jumpers)
14.3.4. Accurate and timely information on the current status (with supporting information) of any service order at any time
14.4. Scope
14.4.1. Learn, test, and implement workflow modifications to account for new management
14.4.2. Update iVue software
14.4.3. Test provisioning
14.4.4. Test reports