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| Minutes
- DQ Implementation Working Group # 19 |
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Oftel
50 Ludgate Hill, London EC4M 7JJ
11.00am 29 April 2003
Attendees
Company Participant
192.com Dominic Blackburn
BT Directories Ian Watson
BT Wholesale Beatrice Osborn
Cable & Wireless John Bailey
Cable & Wireless Philip Cheal
Conduit Tom Hickey
Centrica Nick Turley
Context Connect Les Oliver
Directory Enquiries UK Isabel Magan
Directory Enquiries UK Murray McPherson
Energis Zinta Ozolins
Kingston Lesa Green
Ntl Sara-Jane Amey
Oftel Caroline Wallace
Oftel Alex Campbell
Share Communications Steve Warner
Telegate Michael Kalina
Telewest Andrew Wileman
The Number Nik Hole
Thus Jon Wood
Yell Malcolm Green
Apologies
BT Retail Regulation Sarah Jefferson
BT Gareth Morgan
ICSTIS Paul Whiteing
Tweedwind/IoW Alex Jennings
Documents distributed prior to the meeting, with extra copies available
at the meeting:
Agenda, Minutes of the previous meeting, Project Plan.
1. Introductions and apologies
Caroline Wallace opened the meeting and all present introduced themselves.
An attendance sheet was circulated and is reproduced above. Andrew
Wileman of Telewest agreed to take the minutes of the meeting.
2. Minutes of previous meeting (25th March 2003)
The minutes were agreed with the following changes:
Minutes of previous meeting (25th February 2003)
Tom Hickey (Conduit) expressed concern with the representation of
comments made at the 25th February meeting in the minutes of 25th
March meeting. Suggested and agreed amendment as follows:
"Sara-Jane Amey advised that the minutes of the Network Messaging
workshop didn't, in Ntl's view, fully reflect what happened at the
Network Messaging workshop and the agreed text should be:
"The workshop discussed the technical, commercial and routing
aspects and found there were no major technical hurdles, one issue
being the timescales to set up potentially required capacity. One
of the methods for routing the calls could follow the freephone model
or geographic translation. The Operators advised that standard cost
allocations for either Freephone or Geographic routing would not be
sufficient to cover the costs of the originating network. The costs
of origination were suggested by one Operator, ntl, to be around 3p
per call (with average call duration of 20 seconds), plus set up costs
for the databuild. The point was raised that if originating networks
have to agree a commercial contract with the terminating network,
the timescale may prove too tight."
AOB
BT Retail requested that changes be made to page 7, paragraph 1 of
the notes from:
"Sara-Jane Amey believed BT to be dominant in the provision of
telephone directories and that network operators relied on BT to ensure
that they could meet their licence obligations to provide directories
when requested."
To:
"Sara-Jane Amey believed BT to be dominant in the provision of
telephone directories and that BT was abusing this dominant position
to support its DQ business. She noted that network operators relied
on BT to ensure that they could meet their licence obligations to
provide directories when requested."
BT Retail also suggested changes to the summary of the discussion
about the BT Phone Book at the top of page 7 as follows:
"AC (Oftel) said that reference to the Director's ability to
approve the 'form' in relation to directories in Condition 2 of the
licence did not appear (in his opinion) to give the Director power
to dictate wording on the cover of the phone book. CW (Oftel) noted
that in her view, the IWG had been aware that BT might do something
as regards its own 118 services and the phone book, and that BT had
not said that it wouldn't put its own 118 numbers on or in the phone
book."
Sara-Jane Amey (Ntl) requested that the penultimate paragraph on page
7 be amended to state:
"Sara-Jane was aware that phonebooks could be provided with a
customised cover as opposed to without a cover"
3. Action point review and matters arising not addressed elsewhere
AP RESPONSIBLE DESCRIPTION STATUS
11.1 ALL Network Messaging: anyone interested in joining the group
to talk about the third party network messaging solution to contact
Tom Hickey (Conduit). Discontinued - replaced with 19.1
16.6 Oftel. To set up a presentation by BT Directory Solutions about
data protection at the DQ IWG meeting in March 2003. Ongoing - carried
over to May meeting.
17.5 Dirk Amtsberg To collate and circulate feedback from the consumer
sub group regarding Phase II billing.
Only one email received to date Ongoing
18.1 Caroline Wallace To distribute the latest version of the DQ leaflet
to the IWG Discharged
18.2 Caroline Wallace To ask The Response Team when the DQ website
would be updated. Discharged
18.3 Caroline Wallace To provide ICSTIS with Oftel's CSR scripts on
BT's call barring position Discharged
18.4 Caroline Wallace To add Network Messaging to the agenda for the
next meeting Discharged
4. Presentation from The Telephone Helplines Association - Kathy
Mulville
This agenda item was held over until the next meeting.
5. Update on network messaging
Caroline Wallace thanked those that had submitted responses to the
legacy DQ code consultation. Oftel had received approximately 30 response,
of which 27 had been uploaded to the Oftel website (others to follow,
except the one confidential response).
Tom Hickey (Conduit) gave an update on the activities of the MOU group.
The not-for-profit company had been set up and the supplier evaluation
process had been completed, with a supplier selected and a contract
signed. Details of the formal structure of the company and the selected
supplier had been submitted to Oftel as part of the response to the
legacy DQ code consultation.
Tom confirmed that the company was to be known as Directory Affairs
Ltd. The four founding members were The Number, Directory Enquiries
UK, Conduit and 118866 Ltd. Other parties wishing to take part in
the group's network messaging activity could either join the company
or alternatively buy into any network announcement without actually
becoming a member of the company. The company rules are to be put
into a form that can be circulated so that all DQSPs can see the rules.
Ian Watson (BT) asked for clarity on these two options. This was provided
as follows:
Joining Directory Affairs Ltd would mean that a party would become
a member and shareholder of the company, with involvement in its corporate
affairs.
Buying in to a network announcement would simply entail a party entering
into a purchasing agreement with Directory Affairs Ltd (i.e. no shareholding
or membership of company would be forthcoming).
The founding members of Directory Affairs Ltd have entered into an
agreement such that should no other parties join them, the four founders
will underwrite the costs.
TH confirmed that the MoU Group email circulation list will continue
to exist as an associate list to the Directory Affairs Ltd activity.
19.1 ALL Network Messaging: anyone interested in joining the Directory
Affairs company/buying in to network messaging to contact Tom Hickey
(Conduit). New Action Point
(replacing 11.1)
6. Possible consumer confusion regarding proposed new data protection
procedures and the 118 liberalisation
Caroline Wallace reported that due to the coincidental timing of DQ
liberalisation and changes to data protection legislation, there was
a danger that consumers would potentially link and confuse the two.
Thus consumers wanting to modify their directory entry may believe
that there is a need to contact all DQ 118 service providers.
The group concurred that this was not the case - a consumer's directory
entry remains to be agreed between the consumer and their access service
provider. The group was reminded that all DQ 118 service providers
took a data feed from the core UK database (OSIS). Ian Watson (BT)
confirmed that OSIS was updated 6 times a week. The ICSTIS guidelines
for running a DQ service require that SPs' data is refreshed regularly.
The group discussed what advice should be given to consumers when
addressing queries about directory entries. Caroline Wallace suggested
the following narrative and invited network operators/service providers
to comment on the proposed wording:
"Consumers should continue to agree the detail of their basic
directory entry with their access service provider. This will be provided
to all inland 118 DQ service providers. 118 DQ service providers may
seek enhanced information from consumers such as a business classification
where relevant, but this does not affect the basic directory entry"
It was noted that residential directory information can be enhanced.
Oftel acknowledged this, but strongly emphasised the particular need
in that case for any service provider doing this to make it absolutely
clear to residential consumers that failure to pay to be included
in an enhanced directory would make no difference to the consumer's
basic directory entry.
19.2 ALL Network operators/service providers to comment on the proposed
wording to be communicated to consumers in the event of queries about
directory entry amendments New Action Point
Malcolm Green (Yell) raised the issue of service providers contacting
directory entrants to clarify/check entries and/or offer the chance
to be included in enhanced or classified directories. Caroline Wallace
(Oftel) stated that to ask the question "Do you want to be included
in my directory?" was potentially misleading. Instead SPs should
make clear that they were offering inclusion in a specific classified/enhanced
directory, and that the consumer's basic directory entry would not
be affected.. Malcolm additionally stated that he believed access
operators had flexibility in asking customers if they wanted to be
included in specific directories Sara Jane Amey (Ntl) made the point
that operators generally followed the data protection guidelines on
this.
In order to avoid future confusion Caroline Wallace stated that the
following important points should be taken into consideration and
adhered to by operators and service providers:
· Proactive contact may be made by DQSPs in order to check
directory entries. However, in doing so there should be no implication
that failure to respond or confirm details would result in exclusion
from directories at the level of the basic directory entry..
· In general, access providers should co-ordinate/manage a
consumer's 'standard' white page directory entry, whereas DQSPs were
free to manage entries in enhanced/classified directories. The distinction
between the two should be understood.
· An entry in an enhanced directory should not affect an existing
entry in a 'standard' white page directory.
7. Processes for DQ SPs to initiate changes to DQ 118 prices
Several SPs felt that there was not a well understood process for
DQ SPs to announce/effect tariff changes. BT has a well established
process involving the DMA form (a similar regime exists for Kingston).
Processes for other operators are not so clear cut. The point was
made that some other operators would be likely to have specific bilateral
arrangements with service providers - a constituent part of which
would be the arrangements for notifying/effecting pricing changes.
DQSPs made the point that, whilst it was relatively easy to check
whether an access operator had activated a number block, it was quite
a lot more difficult for DQSPs to check whether the retail price for
their service had been changed on a particular access network.
The numbering notification process is used for change of price point,
however it was felt that number activation operatives were not necessarily
the appropriate contacts to receive this information. Operators were
therefore encouraged to brief number activation colleagues about how
118 price change notifications should be handled.
19.3 Network Operators Network operators (who have not already done
so) to brief number activation colleagues about how 118 price change
notifications should be handled. New Action Point
Several operators expressed concern about the potential frequency
of price changes. It was also recognised that network operators/resellers
would not necessarily follow the recommended retail price. Caroline
Wallace suggested that DQ SPs wishing to amend their price points
should, in the first instance, approach their hosting network operator
to co-ordinate this change with other network operators. In the mean
time a voluntary action was to be recorded giving network operators
the opportunity to provide Oftel with information on their specific
activities and timescales with respect to price changes. Oftel would
then distribute to the IWG.
19.4 Network Operators Voluntary Action: Network operators to provide
information on their specific retail pricing change activities/requirements/timescales
and forward to Oftel for onward circulation. New Action Point
The issue was raised of whether the ICSTIS guidelines offered any
advice about the length of time between advertising a new price and
that new price actually coming into force. Caroline Wallace stated
that the advice from ICSTIS about long shelf-life promotions should
cover this.
8. Billing & Interconnection/Phase II billing sub group
No update was given. Operators were advised that the meeting planned
for 29 April had been postponed.
9. Consumer Issues Sub Group
Caroline Wallace reported that there had been a workshop on 11th April
for consumer representatives on Oftel's legacy DQ number consultation
(with Industry representatives also involved). It was felt that the
workshop had been a useful forum with many different views aired and
suggestions tabled. Oftel had emphasised that any comments or views
would need to be included in responses to Oftel's consultation in
order for Oftel to formally consider them. In general, the consumer
representatives gave the following initial reactions to the options
tabled in the consultation document:
Option A - Not felt to be consumer friendly
Option B - Potentially too many stages before being informed of a
118 number to dial (plus the provision of a website was not felt to
be an attractive proposition)
Options C, D & E - Provision of a specific 118 number was thought
to be an attractive proposition. The potential of being provided with
a different number on each occasion of calling was not necessarily
thought to be a problem by some commentators, however others did not
concur.
The IWG was informed that were no plans to distribute minutes of the
consumer legacy DQ code consultation workshop as it had predominantly
taken the form of an open debate/forum. It was likely that the comments
made/opinions tabled would be included in responses to the legacy
DQ code consultation which were posted on Oftel's website.
Caroline Wallace provided an update of Oftel's consumer research on
DQ awareness. The results of the latest research, together with those
of previous surveys are listed below.
Oftel's consumer research
Date of research Res awareness of change SME awareness of change
May 2002 8% 13%
August 2002 13% 19%
November 2002 9% N/a
February 2003 17% aware that new numbers introduced
Additional 21% aware of changes (but not aware that new numbers introduced)
32% aware that new numbers introduced
Additional 22% aware of changes (but not aware that new numbers introduced)
April 2003 39% aware that new numbers introduced.
Additional 24% aware of changes (but not aware that new numbers introduced).
N/a
The group was informed that the next tranche of awareness research
would be likely to take place in May 2003.
Les Oliver (Context Connect) requested that the awareness research
figures be included in the minutes and thereafter updated as &
when subsequent research was carried out.
19.5 Caroline Wallace Awareness research figures to be included in
the minutes & thereafter updated going forward. New Action Point
10. ICSTIS monitoring
In the absence of Paul Whiteing (ICSTIS), Caroline Wallace reported
that ICSTIS had carried out 2 monitoring runs over 2 separate weeks
in April 2003. The outcome of this monitoring was generally favourable,
however ICSTIS will be writing to each DQSP giving details of concerns
were applicable.
10. Review of Project Plan / Key Milestones
The latest version of the plan (2.5.4) was discussed, Ian Watson (BT)
agreed to update the plan.
NAP 19.6 Oftel to provide IW with dates of ad hoc DQ consumer awareness
research to add to the project plan.
11. Any Other Business
Beatrice Osborn advised that the necessary switch work to include
DQ 118 within operator services call barring (for BT customers) would
take effect from 01/05/03. However, it was noted that customers served
by a small number of BT's rural exchanges would still have to use
PRS call barring to bar DQ 118 until some time in June.
Murray McPherson (Directory Enquiries UK) asked if there was any further
information on the phonebooks complaint lodged with Oftel. CW advised
that a Competition Act investigation was underway.
12. Action Point Review
AP RESPONSIBLE DESCRIPTION STATUS
16.6 Oftel. To set up a presentation by BT Directory Solutions about
data protection at the DQ IWG meeting in March 2003. Ongoing - carried
over to May meeting.
17.5 Dirk Amtsberg To collate and circulate feedback from the consumer
sub group regarding Phase II billing.
Only one email received to date Ongoing
19.1 ALL Network Messaging: anyone interested in joining the Directory
Affairs company/buying in to network messaging to contact Tom Hickey
(Conduit). New Action Point
(replacing 11.1)
19.2 ALL Network operators/service providers to comment on the proposed
wording to be communicated to consumers in the event of queries about
directory entry amendments New Action Point
19.3 Network Operators Network operators (who have not already done
so) to brief number activation colleagues about how 118 price change
notifications should be handled. New Action Point
19.4 Network Operators Voluntary Action: Network operators to provide
information on their specific retail pricing change activities/requirements/timescales
and forward to Oftel for onward circulation. New Action Point
19.5 Oftel (CW) Awareness research figures to be included in the minutes
& thereafter updated going forward. New Action Point
19.6 Oftel (AC) Oftel to provide IW with dates of ad hoc DQ consumer
awareness research to add to the project plan. New Action Point
13. Arrangements for next meetings
Tuesday 3rd June2003 11 am - venue Oftel
Wednesday 2nd July 2003 11am - venue Oftel
Wednesday 13th August 2003 11am - venue Oftel
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