Draft Report on the Review of the Monthly Performance Reports and the Associated Incentive Plan Payment Reports Filed by Verizon New Jersey Presented to: Division of Telecommunication New Jersey Board of Public Utilities By: 65 Main Street Quentin, Pennsylvania 17083 (717) 270-4500 (voice) (717) 270-0555 (facsimile) [email protected] (e-mail) June 7, 2003 Draft Report – Review of Verizon-NJ’s Performance and IP Reports Table of Contents I. Introduction......................................................................................................................... 1 A. Purpose of the Review ............................................................................................ 1 B. Overview of Verizon-NJ Performance Measures and Incentive Plan .................... 3 C. CLEC Input............................................................................................................. 6 D. Liberty’s Review Methods...................................................................................... 8 E. Overall Conclusions................................................................................................ 9 II. Reporting, Incentive Plan, and Systems Evaluation ......................................................... 16 A. Performance Reporting......................................................................................... 16 B. Incentive Plan (IP) ................................................................................................ 19 C. Systems Evaluation............................................................................................... 30 D. Metrics Change Control........................................................................................ 42 III. Pre-Ordering Performance Measures................................................................................ 48 A. General Background and Summary of Findings................................................... 48 B. PO-1, Response Time OSS Pre-Ordering Interface.............................................. 48 C. PO-2, OSS Interface Availability ......................................................................... 52 D. PO-3, Contact Center Availability........................................................................ 58 E. PO-4, Timeliness of Change Management ........................................................... 62 F. PO-5, Average Notification of Interface Outage .................................................. 67 G. PO-6, Software Validation.................................................................................... 71 H. PO-7, Software Problem Resolution Timeliness .................................................. 73 I. PO-8, Manual Loop Qualification ........................................................................ 79 IV. Ordering Performance Measures...................................................................................... 82 A. Background Information and Summary of Findings ............................................ 82 B. OR-1, Order Confirmation Timeliness ................................................................. 93 C. OR-2, Reject Timeliness..................................................................................... 111 D. OR-3, Percent Rejects......................................................................................... 124 E. OR-4, Timeliness of Completion Notifications.................................................. 125 F. OR-5, Percent Flow-Through ............................................................................. 146 G. OR-6, Order Accuracy........................................................................................ 152 H. OR-7, Percent Order Confirmations/Rejects Sent Within Three Business Days 160 I. OR-8, Acknowledgement Timeliness................................................................. 164 J. OR-9, Order Acknowledgement Completeness.................................................. 166 V. Provisioning Performance Measures .............................................................................. 170 A. Background Information and Summary of Findings .......................................... 170 B. PR-1, Average Interval Offered.......................................................................... 188 C. PR-2, Average Interval Completed..................................................................... 198 D. PR-3, Completed within Specified Number of Days (1-5 Lines)....................... 205 E. Findings and Recommendations, PR-1 through PR-3 ........................................ 209 F. PR-4, Missed Appointments ............................................................................... 212 G. PR-5, Facility Missed Orders.............................................................................. 224 H. Findings and Recommendations for PR-4 and PR-5 .......................................... 227 I. PR-6, Installation Quality ................................................................................... 229 J. PR-7, Jeopardy Reports ...................................................................................... 233 K. PR-8, Open Orders in a Hold Status ................................................................... 235 Page i Draft Report – Review of Verizon-NJ’s Performance and IP Reports L. PR-9, Hot Cut Loops .......................................................................................... 238 VI. Maintenance and Repair (M&R) Performance Measures............................................... 249 A. General Background and Summary of Findings................................................. 249 B. MR-1, Response Time OSS Maintenance Interface........................................... 250 C. MR-2, Trouble Report Rate ................................................................................ 259 D. MR-3, Missed Repair Appointments .................................................................. 267 E. MR-4, Trouble Duration Intervals ...................................................................... 270 F. MR-5, Repeat Trouble Reports........................................................................... 274 G. Findings and Recommendations, MR-2 through MR-5 ..................................... 276 VII. Network Performance Measures..................................................................................... 278 A. General Background........................................................................................... 278 B. NP-1, Percent Final Trunk Group Blockage....................................................... 278 C. NP-2, Collocation Performance.......................................................................... 284 D. NP-5, Network Outage Notification ................................................................... 294 E. NP-6, NXX Updates........................................................................................... 297 VIII. Billing Performance Measures........................................................................................ 300 A. General Background and Summary of Findings................................................. 300 B. BI-1, Timeliness of Daily Usage Feed (DUF).................................................... 303 C. BI-2, Timeliness of Carrier Bill.......................................................................... 306 D. BI-3, Billing Accuracy........................................................................................ 310 E. BI-4, DUF Accuracy........................................................................................... 315 F. BI-5, Accuracy of Mechanized Bill Feed ........................................................... 318 G. BI-6, Completeness of Usage Charges ............................................................... 320 H. BI-7, Completeness of Fractional Recurring Charges ........................................ 323 I. BI-8, Non-Recurring Charge Completeness....................................................... 325 J. Findings and Recommendations......................................................................... 327 IX. Operator Services, Databases, and General Performance Measures .............................. 330 A. General Background........................................................................................... 330 B. OD-1, Operator Services – Speed of Answer ..................................................... 330 C. OD-2, LIDB, Routing and OS/DA Platform ...................................................... 332 D. OD-3, Directory Assistance Database Update Accuracy ................................... 332 E. GE-1, Directory Listing Verification Reports .................................................... 334 F. GE-2, Poles, Ducts, Conduits, and Rights-of-Way............................................. 336 G. GE-3, Bona Fide Request (BFR) Responses ...................................................... 337 H. Findings and Recommendations......................................................................... 339 Page ii Draft Report – Review of Verizon-NJ’s Performance and IP Reports I. Introduction A. Purpose of the Review Performance measures or metrics and incentive or performance assurance plans play vital roles in monitoring the competitive marketplace. Performance measures in areas such as ordering, provisioning, maintenance and repair, and billing provide a method to correlate an incumbent local exchange carrier’s (ILEC’s) performance between its