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State of West Virginia MPLS Support Model

State of West Virginia MPLS Support Model. Draft Only Subject to Change Based on Current Negotiations Between Frontier and Verizon. Agenda: Straw Man Support Model Overview. Business Process Service Fulfillment Trouble Administration Billing Reporting Training Q & A.

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State of West Virginia MPLS Support Model

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  1. State of West Virginia MPLS Support Model Draft Only Subject to Change Based on Current Negotiations Between Frontier and Verizon

  2. Agenda: Straw Man Support Model Overview • Business Process • Service Fulfillment • Trouble Administration • Billing • Reporting • Training • Q & A

  3. Mission Statement "We promise Peace of Mind to the State of West Virginia by providing Premier Support which Exceeds Expectations. Our Mission, through Excellence in Process, will Exceed Corporate Objectives and Drive Success with the Highest Level of Customer Satisfaction”

  4. Business Office Team Existing Management and VCC Group Support of the SOWV Located in Charleston, WV Provide Customer Service Records (CSR’s) by Request Provide Daily & Monthly Activity Status Reports Provide Design Record Layout (DLR) Process Pre-order Request for Facilities and Address Validation Process Credit & Adjustment Requests Program Management Team Management Team Located in Charleston, WV (BAU) Frontier to Assign SPOC with Back Up Management. (BAU) Attend Scheduled Project Meetings with State of WV Attend Regular Meetings with VZB to review updates. Participate in Performance review meetings “Scorecard” Process Credits & Adjustments Approvals Business Assumptions

  5. Business Office Team Ordering & Provisioning Flow Through Management Work Flow Management CRDD Measurement Escalation Management Account Support Assigned Enterprise Account Manager (EAE) Assigned Customer Service Advisor (CSA) Assigned Sales Engineer (SE) Assigned Project Manager (PM) – Large Complex Jobs Reporting (BAU) Internal Reports List of Detailed Reports External Reports List of Detailed Reports Systems Virtual Front Office (VFO) M6 CABS DPI / VIRYANET GLOBYS STATS R2 ACD / FAX / E-mail Business Overview

  6. Pre-Order Requirements Facility Validation VFO Address Validation VFO Circuit Layout Record TBD Order Flow State of WV Issues TCR VZB Receives TCR and Send Access Services Requests to FTR TCR Request sent via R2 (BAU) VCC Rep Assigned to Order (BAU) VCC Rep issues order into VFO VFO Sends FOC to VZB Order Flows through M6 and follows the appropriate Provision Plan based on Order Type Order Managed by VCC Rep (BAU) Order Routes to ENG/OPS/DISP Order Completes Completion Notice Sent to VZB Billing follows Established Process Service Fulfillment

  7. Service Fulfillment

  8. Maintenance Control Center Existing Management and MCO Group Support of the SOWV Located in Charleston, WV Repair and Maintenance Management Provide Circuit layout Data by Request (TBD) Trouble Ticket Status Escalation Management Help Desk / Field Support Program Management Team Existing Management Team (BAU) Escalation Management Planned & Emergency Maintenance Notification Chronic Trouble Management Post Mortem Process Trouble History Analysis and Reporting Weekly or Monthly Calls as Required Trouble Administration

  9. Systems Virtual Front Office (VFO) DPI M6 LOOPCARE / MLT VIRYANET Reporting VFO Ticket Creation Ticket Status Ticket Closure Ticket Escalation MTTR % Cleared Post Mortem Trouble Administration

  10. Trouble Ticket Flow VZB Receives Trouble Ticket from the State of WV VZB Creates TT in VFO VFO Creates TT number TT Arrives in MCO and Confirmation Sent. Status Sent via VFO Rules TT Follows Established Rules Based on Trouble Type Trouble Isolated and Cleared Inside Trouble Isolated and Dispatch Required Ticket Closed Validated by VZB Trouble Testing Loop Care / MLT VIRYANET VFO (Routes Trouble) Trouble Administration

  11. Trouble Administration

  12. Billing Support Retail Billing (CABS / DPI) E-rate Billing Dispute Analysis Credit Processing Tax Processing Billing - DPI / GLOBYS Non-MPLS Services GLOBYS / GUI on-line Billing View and Reporting Cycle - 20 Billing – CABS / OSS Establish Unique ID for the State of WV Create Monthly OBF Standard BDT File Create Weekly Order Inventory File Create Daily Billing Adjustment File Set Up Production Support and Escalation Procedures Billing

  13. Billing

  14. Order / Provisioning CRDD Jeopardy Completion Others - TBD Billing CABS Daily Adjustment Weekly Order Inventory DPI via GLOBYS Three “canned” Reports Customized - TBD Repair MTTR Volumes Chronics Post Mortem Network Availability Others - TBD Reporting

  15. Training

  16. Training

  17. Training

  18. In-Flight Orders – TBD In-work with VZ sub-team In-Flight Trouble Tickets – TBD In-work with VZ sub-team Transition Plan

  19. Questions & Discussion

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