Needing a trusted pair of hands
Looking for a solution to address faults/defects on recently completed site builds, our client needed a reliable maintenance partner who could mobilise quickly, in order to address a backlog of sites unable to progress to BIS/TTO.
Having previously demonstrated flexibility and innovation to the client, Comvergent were approached once again to propose an efficient and cost-effective solution. Utilising our already existing knowledge of the RAN estate and the OSS management platform, we could provide problem management and accurate and timely reporting.
The service scope was comprised of 3 functions:
The first element was a dedicated business hours technical support desk and ticket management function:
Secondly there was a reactive fault field service:
And lastly a problem management and reporting function:
The teams encountered a number of different situations which required remedial action, for example:
The service was provided across the UK including Northern Ireland, which meant advanced co-ordination between our logistics operation and our planning and dispatch functions to ensure equipment was delivered and collected from site within agreed timescales.
With the drive to get service restored as quickly as possible and faults fixed on the first visit, all teams deployed to support this service also had a viable stock of hospital kits to ensure this could be carried out.
In order to ensure that the correctly skilled resolving agent skillset would be dispatched to site (ground or climbing resources), the Comvergent technical triage service would identify the requirement by a number of means; including reviewing the RDS, checking the detailed designs, interrogating the OSS for historical and active alarms. This level of technical due diligence ensured that the desired RFT outcome was met.
During the duration of this service to date, Comvergent has resolved over 500 faults, with more than 65% needing climbing resources to resolve. The triage process ensured that the vast majority were resolved on the first visit, ensuring that service was restored, and that the site could progress towards the BISTTO milestone.
Comvergent, in collaboration with our customer, also helped to drive quality in the deployment process by providing a full root cause analysis report service. This ensured any previous poor workmanship was reported, trends recorded and highlighted, and ultimately actions taken to ensure common issues were managed out of the process driving an increase in RFT deployment.