Background: Openreach operates in a highly regulated environment. The company is obliged to provide fair and equal access to the last mile network to customers of its mother company and competing operators. Due to the complicated structure of its customer base, and the importance of its services to the country – its people and economy – Openreach is heavily scrutinised by the media and industry watchdog organisations.
Challenge: Support UK telecommunications company, Openreach, with initiatives, workshops, models and ways of working. Identify existing business continuity and incident management capabilities and develop a roadmap for improving them across the organisation.
Solution: New Business Continuity Management and Incident Management maturity models were developed and used to identify and assess Openreach’s response to incidents, improve their business continuity capabilities, and benchmark with leading global enterprises.
Benefits: By bringing together representatives from across the organisation, consensus on organisational IM and BCM capabilities is achieved. Budgetary plans for what needs improving is determined for board approval and analysis reporting can be implemented organisation wide.
Customer: Openreach Limited is a wholly owned subsidiary of the BT Group. With over 35,000 employees, the company looks after the copper wires and fibre cables across the UK that connect homes and businesses to phone and broadband.