CBSS over Fiber – Phase I
PPM: 99679
Launch Readiness Committee Meeting
Veronica Moss
9/7/2021
Template Last Modified April 2022
Project Description: <Enter Text>
Project Purpose: The CBSS over Fiber project is an effort to extend the CBSS service Surveillance & Detection to customers that are served by CFI Active-E and GPON transport.
Change occurring from this deployment:
Primary Benefit(s) of this launch: This effort will be a key factor in Cox Business service interoperability efforts (managed by interoperability product team) and assist with CB Sales Transformation in the future.
Other Information and/or What’s Next: The project will be run in several phases -
Phase 1: CBSS over CFI GPON and CBSS over CFI Active-E – Over the Top (OTT) – must be an existing CFI customer
Phase 2: CPE Consolidation Phase 2 (CFI and CBSS on one Gateway using Service Flows) (managed by interoperability product team)
Phase 3: CBSS over XGSPON (managed by interoperability product team)
Request of LRC: The team is seeking approval to start Market Launches for Customers in the CBSS markets with CFI Active-E or CFI GPON to install CBSS over Fiber in licensed franchise areas only.
Product Owner: Veronica Moss
Technology Owner: Jeff Hales
PROJECT DETAILS
CRITICAL ISSUES/DEFECTS | MITIGATION | LAUNCH GATING | RESOLUTION DATE | OWNER |
Add Detection Dropdown in CBForce Transport Options | 9/28 – Detection transport dropdown CBForce enablement | No | 9/28/22 | Veronica Moss |
Customer
Care
Technology
Sales/Marketing
Field Services
Market Trial
Market Launch
National
KEY DELIVERABLES
Service Assurance Approval
Security
Approval
Metrics
Defined
Phase Gate Checklist
Biz Case & Financials
LAUNCH TYPE
LAUNCH IMPACT
TEST COMPLETION
CRP/ORA
Employee/Alpha Trial
End to End
UAT
Tech Trial
LAUNCH
TYPE
DATE
Perf
8/26
9/30
9/30
9/12
9/2
7/27
CRITICAL ISSUES/DEFECTS
CBSS Now Available in CBSS Licensed Fiber Serviceable areas.
More Installs/Install Opportunity – No heavy lifting or new customer requirements – just an expected growth in customers.
AUG
SEPT
30/60/90 Day Early Life Metrics (9/12/22 – 12/15/22)
CARE
SALES/MARKETING
TRAINING IMPACT
CUSTOMER
TECHNOLOGY
FIELD SERVICES
Care
Technology
Sales/Marketing
Field Services
CBSS Support will view health of CBSS CPE, ONT and Backhaul in Solutions Center.
CBSS Tier 1 agent will transfer the call to a CB Tier 1 agent for Non-CBSS, Internet (HFC) issues.
CB Tier 1 agent for Internet Issues (HFC), will transfer to ATS – agent that handles (Fiber).
CB Force, Optix, ICOMS, BizView, Solutions Center are impacted.
Technology Process: Existing support model for impacted tools to be followed for Production Support.
Sara Abolhosn
Jeff Hales
Nadir Haddadin
Greg Jungwirth
Archana Kodendeshmukh
Andrea Krasnoff
Steve Bonnell
Rob Van Horn
09/12 - 10/10 – All Markets Initial Customers
09/30 – 10/10 – Market GA
Forced Customer Action Required: N
Sales – Follow updated process for submitting orders/sales.
Marketing – create internal communication/newsletter for Sales.
Pro-install ONLY offered for CBSS Over fiber.
FS technicians required to follow eWan mode and switch installation guidelines.
Increase in install volume expected.
REMAINING GATE DATES
Gate Type
Date
Market
09/30/22
GA/National
09/12/22
Closeout
12/15/22
8/29 – 9/2
End To End
TBD
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OCT
NOV
DEC
CATEGORY | DRIVER | METRIC DESCRIPTION | BASELINE | TARGET | MEASURING TIMEFRAME | |
MONTH START | MONTH END | |||||
Call Center Operations | Calls | No uplift in call-in rate with launch of CBSS Over Fiber | 15.5% | <1% lift from baseline | 9/12/22 | 10/10/22 |
AHT | N/A | N/A | N/A | N/A | N/A | |
Field Operations | Truck Rolls | Ensure no increase in TR/TC rate with launch of CBSS Over Fiber | | Match or reduce baseline | 9/12/22 | 10/10/22 |
Install time | Ensure no increase in installation points/timeframe with install of CBSS Over Fiber | | Match baseline | 9/12/22 | 10/10/22 | |
CATEGORY | DRIVER | METRIC DESCRIPTION | BASELINE | TARGET | MEASURING TIMEFRAME | |
MONTH START | MONTH END | |||||
Revenue Growth | Relationships | NA | NA | NA | NA | NA |
Recurring Revenue | Expected take rate: 2% of new installs initially, ramping up to 10% after 12 months | 0% | 2% | 9/19/22 | 12/15/22 | |
Churn | NA | NA | NA | NA | NA | |
APPENDIX
Please do not delete lines from the Phase Gate checklist
Team | Impacted or Informed? | Project POC | Gate Approved? |
OPM – UX Design | None | | |
Launch Market | Impacted | Local PIMs | YES |
Technology Teams | | | |
Analytics COE | None | | |
ED&O Tech Services | Informed | E McLetchie | YES |
ED&O BSS | Impacted | Todd Dean/ Reid Carter | |
ED&O DSS | Impacted | Jason Sailor/Barbara Murphy/Jeff Boylan | |
ED&O OSS | Impacted | Maren Spingola / Archana Kondedeshmukh | YES |
ED&O MBCR | Impacted | Paris Christle | |
Engineering | Impacted | Jeff Hales/ Greg Jungwirth | YES |
Infrastructure | None | | |
Outside Plant | None | | |
Privacy, Security & DMCA | Impacted | Jim Brown/Tony Mohabeer | YES |
Disaster Recovery | None | | |
Service Assurance | Impacted | Ryan Puni/V Griffin | YES |
| | | |
Technology POC | Impacted | Nadir Haddadin | YES |
ED&O Lead | Impacted | Maren Spingola | YES |
| | | |
Team | Impacted or Informed? | Project POC | Gate Approved? |
Accessibility | None | | |
Cox Conserves | None | | |
Customer Care – Experience | Informed | Sara Abolhosn/Caroline Harty | YES |
Customer Care – Tools &Training | Impacted | Shane Levraea | YES |
Customer Experience | None | | |
Category Finance | Informed | Nelson Eubank | |
Data Retention | None | | |
Digital Experience | None | | |
Field Services | Impacted | Rob Van Horn | YES |
Human Resources | None | | |
Law & Policy | None | | |
Learning & Workforce Capability | Impacted | Shane Levraea | YES |
LPR (Launch Perf. Reporting) | Impacted | Scott Anklowitz | |
Marketing | Informed | Kay Carter | |
Product | Impacted | Dianna Coleman | YES |
Product – Devices | Impacted | Paul Abbate | |
Public Affairs | None | | |
Sales / Work Order Accuracy | Impacted | Joe Mac McConnell | |
SCM Planning / Sourcing | Impacted | Nicole Joseph | YES |
Self-Service Experience | None | | |