Chapter 3

Proposed projects and programmes for 2003-04

Introduction

3.1 The projects and programmes planned for 2003-04 are described in this chapter. Table 1 lists the projects and programmes by quarter (beginning April-June). Any organisation or consumer who wants to discuss a project or programme should contact the named project or programme manager directly. This applies to:

• suggestions as to the appropriate evidence base including market research;
• discussions of policy options; and
• suggestions on ways of conducting the project.

3.2 A number of compliance directorate's projects have been combined into the Compliance Management Office (CMO). The CMO will cover the work of the previous projects of Retail Pricing, the Compliance Monitoring Unit and any parts of the former Casework Quality Programme that are not covered by the Business Assurance Programme (F4). The CMO will allow for a more focused and co-ordinated approach to these areas.

3.3 The EU Market Reviews Programme (A1) is under way and Oftel intends to have completed all necessary market reviews by the time the new Directives come into force in July 2003. An indicative timetable for the reviews can be viewed in Annex C.

Stages of work

3.4 The planned work against objectives and type of activity reflects our focus in each subject area in 2003-04. Projects and programmes will contain elements that relate to other objectives and activities. Projects are likely to have the sequence of review – implementation – monitoring. The timescale will depend on the scale and complexity of the issue.

3.5 Oftel is committed to monitoring and evaluating its policies to see whether they are achieving the policy objective initially set. This will be on the basis of both pro-active monitoring and response to specific complaints.

3.6 Where a review, concludes no specific regulatory intervention is necessary, then the cycle of review – implementation – monitoring will end. Some aggregate level of monitoring will continue and actions under competition law and general consumer protection laws will still be possible where needed.

Evaluation of policy and case decisions

3.7 During 2003-04, Oftel will be using its review and appraisal processes to establish the basis for more rigorous assessments of the impact of its policy and case decisions.

3.8 Establishing more explicit criteria to assess and evaluate outputs and outcomes in individual areas is consistent with a more robust, targeted and faster evidence based approach as discussed in the previous chapter. In applying this approach, Oftel recognises there is not a mechanistic relationship between actions to promote competition and the resulting outcome. Outcomes need to be considered in relation to specific areas, but also 'in the round' at a broader level as picked up by Oftel's service delivery agreement measures and targets.

Stakeholder involvement

3.9 The scope for stakeholder involvement will vary by subject area. Stakeholders can for example participate by providing evidence of competition, or evidence of consumer detriment and comment on which forms of regulatory intervention may be appropriate. For implementation activities, stakeholders may comment on operational details of how a policy is to work in practice. For monitoring activities, stakeholders may be involved eg as an end user in assessing comparative information produced by telcos. For all three stages of review, implementation and monitoring, Oftel will continue to ensure that progress towards the deadlines and outcomes set is maintained at an acceptable pace.

3.10 For the projects and programmes set out in table 1 below, interest was expressed by stakeholders as to areas they would like to be involved. The relevant project/programme managers have been informed.

Advisory Committees on Telecommunications and consumer experts

3.11 The Telecommunications Act 1984 establishes a number of committees (the ACTs) to give advice to the Director General, to represent the interests of consumers, and to give emphasis especially to those with least power. The ACTs feed in suggestions to Oftel project managers to help Oftel focus on consumer concerns.

3.12 The ACTs respond to Oftel consultations, hold public meetings, meet the Director General and his senior staff, host seminars, participate in Oftel/industry working groups, liase with other consumer organisations, and publish their views via an independent website (www.acts.org.uk). They are supported by secretariats in Aberystwyth, Belfast and Edinburgh, and a small unit within Oftel (see project C7).

3.13 The ACTs are independent of Oftel. Their annual objectives and work plans are therefore not incorporated in Oftel’s management plan but are consulted on and published separately. For information please contact the ACT Secretariat on:

e-mail: tamara.clements@oftel.gov.uk, tel: 020 7634 8984.

Table 1: Projects and programmes for 2003-04 – summary table

D2) Compliance casework dispute programme
D3 Implementing accounting separation 
under the new directives

B3) Tariff transparency 

Business support

F1) Human resources

F2) Learning and development programme

F3) Budget management programme

F4) Business Assurance programme

F5) IS and IT

F6) Communicating Oftel's work to external audiences

F7) Research and Information Unit

List of projects and programmes for 2003-4

(NB: Q1 = Apr-June 2003, Q2 = Jul-Sep 2003, Q3 = Oct-Dec 2003, Q4 = Jan-Mar 2004)

Oftel expects to co-operate actively with Ofcom on all the projects and programmes identified below, in order to promote a seamless transfer of responsibilities when powers are vested in Ofcom.

Effective competition

Review

A1 EU market review programme

Programme Manager:

Elaine Axby (tel: 020 7634 8915, e-mail: elaine.axby@ oftel.gov.uk)

Project Manager (Strategy implementation): Chris Woolford (tel: 020 7634 8868, e-mail: chris.wollford@oftel.gov.uk)

Project Managers (market reviews):

Wholesale access call origination conveyance and transit

Project manager :Selina Chadha (tel. 020 7634 5307, e-mail: selina.chadha@oftel.gov.uk)

Fixed call termination

Project manager: Mike Galvin (tel. 020 7634 8869, e-mail: mike.galvin@oftel.gov.uk)

Retail markets

Project manager: Alan Pridmore (tel. 020 7634 8910, e-mail: alan.pridmore@oftel.gov.uk)

Narrowband Internet Termination

Project manager: Justin Moore (tel. 020 7634 8859, e-mail: justin.moore@oftel.gov.uk)

Broadband (including leased lines, LLU and ADSL)

Project manager: Tim Cross (tel. 020 7634 8798, e-mail: tim.cross@oftel.gov.uk)

Terrestrial transmission

Project manager: Margaret Doherty (tel. 020 7634 8828, e-mail: margaret.doherty@oftel.gov.uk)

Mobile access and call origination

Project manager: Nic Green (tel. 020 7634 8891, e-mail: nic.green@oftel.gov.uk)

Mobile wholesale international roaming - on hold pending outcome of EU [DG competition) enquiries

Project manager: Chris Handley (tel. 020 7634 8863, e-mail: chris.handley@oftel.gov.uk)

Mobile call termination

Project manager: Lawrence Knight (tel. 020 7634 8747, email: lawrence.knight@oftel.gov.uk)

Objective: To ensure that the effective competition reviews required when new EU Directives come into force are carried out in a timely and efficient manner. Provide ongoing assistance to project managers to ensure that Oftel strategy isapplied consistently across reviews and that individual reviews are carried out in an efficient manner, identifying synergies across reviews as appropriate.

• Track progress on individual reviews and work with project managers to gain benefit from synergies across projects (Q1-2); and
• work with project managers to ensure that Oftel strategy and EU Directives and are applied consistently and results communicated systematically (Q1-2).
• work with Ofcom to identify priorities in the light of the final outcome of the programme as a whole

A2 Competition in mobile markets

Programme Manager:

Elaine Axby (tel: 020 7634 8915, e-mail: elaine.axby@oftel.gov.uk)

Other contacts:

Nic Green (tel: 020 7634 8891, e-mail: nic.green@oftel.gov.uk)

Chris Handley (tel: 020 7634 8863, e-mail: chris.handley@oftel.gov.uk)

Michael Knowles (tel: 020 7634 8706, e-mail: michael.knowles@oftel.gov.uk)

Kenny Osborne (tel: 020 7634 8973, e-mail: kenny.osborne@oftel.gov.uk)

Objective: To ensure effective progress towards the development of competition in mobile markets.

• Review mobile market competitiveness, including calls to mobile phones in line with new EU Directives (see project A1 for timings); and
• implement any regulatory proposals agreed as a result of the market review (including the removal of regulation if appropriate).
• ensure effective implementation of Oftel and Competition Commission's decisions on mobile call termination to 25 July 2003

A3 Access to the radio spectrum

Project Manager:
Roberto Ercole (tel: 020 7634 8905, e-mail: roberto.ercole@oftel.gov.uk)
Other contact:

Helen Hicks (tel: 020 7634 5316, e-mail: helen.hicks@oftel.gov.uk)

Objective: To work with the Radiocommunications Agency (RA) and the Department of Trade and Industry (DTI) policies to ensure that spectrum allocation policy and spectrum pricing promotes the economically efficient use of the radio spectrum; and to ensure spectrum is used to promote competition in the telecommunications market. To provide the competition advice regarding the use of radio spectrum as required by the Secretary of State under the 1984 Telecoms Act. By these actions promoting the interests of consumers in the management of the UK Radio Spectrum.

• Contribute to wider debate on the future of spectrum management in the UK, in particular in relation to Government decisions and action following the Cave Review of Spectrum policy, implementation of those decisions and the development of spectrum policy and legislation through the Communications Bill, this work will flow into Ofcom (Q4-04); and

• contribute to RA implementation of spectrum trading in the UK (Q2-03).

A4 Competition in broadcasting markets

Project Manager:
Margaret Doherty (tel:,020 7634 8828, e-mail margaret.doherty@oftel.gov.uk)
Other contacts:
Jim Niblett (tel: 020 7634 8780, e-mail: jim.niblett@oftel.gov.uk)
Naaz Rashid (tel: 020 7634 8849, e-mail naaz.rashid@oftel.gov.uk)

Objective: To develop with Ofcom partners a policy framework for the promotion of competition in broadcasting markets and to increase understanding and awareness of Oftel’s regulatory role eg in regard to conditional access and access control, Electronic Programme Guides (EPGs) and terrestrial transmission. This project will involve co-operation with the ITC on areas of overlapping responsibilities. As with other projects, there will also be close co-operation with Ofcom.

• Implement joint regulatory regime for EPGs with the ITC (Q1); and
• implementation of EU Directives in relation to broadcasting following the market review into terrestrial transmission (Q1-2) and
• develop the Oftel policy on public service broadcasting, to bring forward into Ofcom (Q1 and ongoing).

A5 Internet policy and narrowband access

Project Manager:
Justin Moore (tel: 020 7634 8859, e-mail: justin.moore@oftel.gov.uk)

Other contact:

Lucy Rhodes (tel: 020 7634 8836, e-mail: lucy.rhodes@oftel.gov.uk)

Objective: To promote competition in narrowband Internet access and ensure that the UK regulatory environment is appropriate for the Internet.

• Review the wholesale narrowband Internet termination market, applying regulation where appropriate in this and the related call origination market (Q1);
• coordinate Oftel's strategy on FRIACO (Q1-Q4);
• monitor developments in Internet access, infrastructure and services, providing policy guidance where appropriate (Q1-Q4); and
• contribute as appropriate to the development and implementation of Government’s Internet and e-commerce strategy (Q1-Q4).

Implementation

A6 Strategy, development and implementation of broadband networks and services

Programme Manager:

Jim Niblett (tel: 020 7634 8750, e-mail: jim.niblett@oftel.gov.uk)
Other Contact:
Alistair Bridge (tel: 020 7634 8782, e-mail: alistair.bridge@oftel.gov.uk)

Objective: To promote effective and sustainable competition in the provision of broadband access and services within a regulatory framework that is conducive to further investment and more widespread roll-out.

• Ensure that local loop unbundling is made available in compliance with the relevant legal obligations (Q1-Q4);
• Ensure that other operators and service providers are able to compete fairly by monitoring the rollout of BT’s wholesale and retail ADSL products and taking appropriate regulatory and competition action where necessary
• Ensure that other operators and service providers are able to compete fairly by monitoring the provision by BT of partial private circuits (PPCs) for leased lines and taking appropriate regulatory and competition action where necessary
• liaise with the devolved administrations and other government departments in relation to their plans to stimulate broadband roll-out e.g. in rural areas (Q1-Q4);
• promote a high level of consumer awareness of the nature of broadband services and the choices available (Q1-Q4);
• continue to publish the bi-monthly broadband brief (Q1-Q4); and
• publish an online broadband consumer guide to help further consumer awareness of the nature of broadband services and choices available (Q1)

A7 Numbering programme

Programme Manager

Ray Thornton (tel: 020 7634 8704, e-mail: ray.thornton@oftel.gov.uk)

Project Managers:

Numbering Allocations:

Nicholas Good (tel: 020 7634 5333, e-mail: nicholas.good@oftel.gov.uk)

Numbering Administration

Nicholas Good (tel: 020 7634 5333, e-mail: nicholas.good@oftel.gov.uk)

Corporate Numbering

Liz Greenberg (tel: 020 7634 8758, e-mail: elizabeth.greenberg@oftel.gov.uk)

Premium Rate Services:

Gavin Daykin (tel: 020 7634 5338, e-mail: gavin.daykin@oftel.gov.uk)

Objective: To enable consumers to benefit from competition and new services by ensuring the provision of adequate numbers and numbering ranges. To promote efficient number management by operators through number charging.

• To allocate numbers to communications providers within 21 days in accordance with agreed policy (from Q2);
• implementation of web-based approach to processing numbering applications (Q4);
• complete review of corporate numbering and introduce new policy (Q2);
• input to industry work on Pre-Allocation Portability and legislative changes for introducing number charging (Q1-4);
• appraise possible implementation methods for charging, including those for developing a selection process for identifying coveted numbers and auctioning highly coveted numbers (Q4);
• maintaining and developing industry and consumer input into numbering policy via the Numbering Forum and other mechanisms (Q1-4); and
• to ensure that consumers are adequately protected in the PRS market by providing support and advice to ICSTIS and monitoring emerging developments such as higher rate PRS, Chatline Services, Premium Rate SMS and E-Money (Q1-4).

A8 Directory enquiries implementation

Project Manager:

Caroline Wallace (tel: 020 7634 8917, e-mail: caroline.wallace@oftel.gov.uk)

Other contact:

Alex Campbell (tel: 020 7634 8970, e-mail: alex.campbell@oftel.gov.uk)

Objective: To assist the Industry in the implementation of the new arrangements for directory enquiries (DQ) as set out in Oftel’s September 2001 statement.

• To ensure that consumer awareness and behaviour is effectively monitored during parallel running (from December 2002 to August 2003) and that this information is used to ensure awareness raising activity is as targeted and effective as possible. (Q1-Q2);
• to make the necessary numbering arrangements for the legacy 192/153 (etc) DQ codes to allow a smooth transition to the new 118 DQ services (Q1-Q2);
• to facilitate the DQ Industry Working Group in addressing and resolving outstanding issues relating to the new DQ arrangements (Q1-Q4); and
• where necessary and possible, to use Oftel’s powers to resolve any outstanding issues including charging (Q1-Q4).

A9 Carrier pre-selection (CPS)

Project Manager:

Caroline Wallace (tel: 020 7634 8917 e-mail: caroline.wallace@oftel.gov.uk)

Other contact:

Alex Campbell (tel: 020 7634 8970, e-mail: alex.campbell@oftel.gov.uk)

Objective: To ensure the continued successful implementation of permanent CPS.

• To review if necessary charges previously determined, in the light of process changes, industry data or changes in market conditions (Q1-Q4);
• to ensure the successful continuation of CPS into the new regulatory regime (Q1-Q3);
• to work with industry to introduce the necessary changes to CPS processes to support the development of the new wholesale line rental (WLR) product (Q1-Q3); and
• to ensure the views of consumer representatives are taken into account within the CPS Industry Groups (Q1-Q4).

A10 Number portability

Project Manager:

Warwick Izzard (tel: 020 7634 8981, e-mail: warwick.izzard@oftel.gov.uk)

Other contact:

Steve Burniston (tel: 020 7634 5361, e-mail: steve.burniston@oftel.gov.uk)

Objective: To promote effective and sustainable competition in the fixed and mobile markets by ensuring that customers can retain their number(s), if they wish to do so, when switching between providers of fixed or mobile services.

• To develop, determine and implement policies regarding short and/or long term changes to the framework for number portability (Q1-Q4);
• monitor consumer experiences of number portability through periodic research. (Q1-Q4); and
• to implement European legislation concerning number portability (Q1-Q2).

Monitoring

A11 Network interoperability programme

Project Manager:

Bill Hawkins (tel: 020 7634 8807, e-mail: bill.hawkins@oftel.gov.uk)
Other contact:

Keith Bowman (tel:020 7634 5348, e-mail: keith.bowman@oftel.gov.uk)

Objective: To ensure that interoperability is effectively managed at network and customer interfaces, on the basis of co-regulation with the industry through the Network Interoperability Consultative Committee (NICC). This includes the harmonisation of UK network interfaces, the interconnection standards for networks and interoperability of support systems. It supports the work of various Oftel focus groups.

• Provide support and regulatory advice to the industry to ensure the satisfactory resolution of interoperability issues (Q1-Q4);
• hold quarterly meetings of the NICC Board and provide technical secretariat (Q1,Q2,Q3 and Q4);
• hold the NICC Annual Open Forum to explore new developments, to exchange views with industry and to stimulate interest in new work (Q3); and
• monitor and facilitate the NICC work programme to achieve timely outputs consistent with Oftel’s policy objectives (Q1-Q4).

Well informed consumers

Implementation

B1 Raising consumer awareness

Programme Manager:

Chris Rowsell (tel: 020 7634 8890, e-mail: chris.rowsell@oftel.gov.uk)

Other contact:

Chris Smithers (tel: 020 7634 8876, e-mail: chris.smithers@oftel.gov.uk)

Objective: To co-ordinate and optimise Oftel’s work in areas of consumer information including direct Oftel outputs and the encouragement of information from other sources in line with Oftel’s consumer information strategy (see Annex F).

• To monitor the impact of existing consumer information initiatives to ensure that consumer demands for information are being met (Q1);
• to identify the information consumers need by researching their awareness of their rights and opportunities and assessing potential detriment caused by any lack of information (Q1);
• to co-ordinate and optimise existing consumer information outputs to ensure their maximum effectiveness. To encourage the production – by Oftel or the industry – of consumer information if research identifies appropriate demand (Q1-4); and
• to enhance Oftel media initiatives to raise consumers’ awareness of rights and opportunities (Q1-4)
• To liase with fellow regulators inputting to development of Ofcom's thinking re 'media literacy' duties (Q1-Q3)..

B2 Comparable performance indicators

Programme Manager:

Chris Smithers (tel: 020 7634 8876, e-mail: chris.smithers@oftel.gov.uk)

Other contact:

Chris Rowsell (tel: 020 7634 8890, e-mail: chris.rowsell@oftel.gov.uk)

Objective: To enable customers to make well-informed buying decisions by ensuring the availability of information on the quality of service of fixed and mobile telephony companies. To improve the availability, visibility and accessibility of this information by working with the industry on a co-regulatory basis.

• Support the industry in its assessment of customer demands for information and its presentation. Improve awareness of the initiative and update the published data with new measures (Q1-4);
• encourage the regular publication of comparable mobile quality of service surveys. Ensure comparable data is published for at least the five main service providers. Ensure that the new measurements (such as SMS and/or audio quality) are collected and published (Q1-4); and
• increase customers’ awareness of both the fixed and mobile quality of service information (Q1-4).

Monitoring

B3 Tariff transparency 2003-04

Project Manager:

Ritu Manhas (tel: 020 7634 5309 e-mail: ritu.manhas@oftel.gov.uk)

Other contact:

Chris Smithers (tel: 020 7634 8876, e-mail: chris.smithers@oftel.gov.uk)

Objective: To ensure consumers are able to compare prices of telecoms services and develop policies that ensure consumers can readily identify the costs of their telephone services.

• To ensure that the Oftel Price Assurance Standard, Oftel’s accreditation scheme for websites providing accurate, up-to-date and impartial price comparisons, achieves its goal of providing consumers with the confidence to use such websites and make informed buying decisions. (Q1-Q4); and
• to encourage the provision of price information to end-users in accordance with the regulatory regime, and, where appropriate, to issue guidance on any policy issues that may arise (Q1-Q4).

Adequately protected consumers

Review

C1 Wholesale line rental

Project Manager:

Steve Unger (tel: 020 7634 8879, e-mail: steve.unger@oftel.gov.uk )

Other contacts:

Gavin Daykin (tel 020 7634 5338, e-mail: gavin.daykin@oftel.gov.uk)

Objective: To facilitate industry implementation of a product specification for a commercially viable, mass-market wholesale line rental product (WLR) and rules to protect consumers against mis-selling of the product

• Facilitate industry groups to implement product specification (Q1-4); and
• assess implementation of WLR product (Q4).

C2 Consumer codes of practice

Project Manager:

Chris Rowsell (tel: 020 7634 8890, e-mail: chris.rowsell@oftel.gov.uk)

Other contact:

Chris Smithers (tel: 020 7634 8876, e-mail: chris.smithers@oftel.gov.uk)

Objective: To ensure the production of effective consumer codes of practice (CoPs) on service delivery issues in line with the government’s proposals in the White Paper on Communications and the draft Communications Bill.

• Approve and monitor the implementation of Codes of Practice according to industry guidelines established during 2002-03;
• conduct CPPR of codes of practice (Q4); and
• ensure industry has CoPs in place by 25 July and if not take appropriate action (Q1-Q2).

Implementation

C3 Universal Service Obligation (USO)

Project Manager: Alan Pridmore (tel: 020 7634 8910, e-mail: alan.pridmore@oftel.gov.uk)

Other contacts:

Ritu Manhas (tel 020 7634 5309, e-mail: ritu.manhas@oftel.gov.uk)

Disability issues:

Frank Phillips (tel: 020 7634 8871, e-mail: frank.phillips@oftel.gov.uk)

Objective: To ensure all consumers have access to those telecoms services which are: used by the majority and which are essential to full social and economic inclusion; made available to everybody upon reasonable request in an appropriate fashion and at an affordable price.

• Designate USO provider(s) and implement new conditions of entitlement (Q2 2003-04); and
• issue direction on requirements and criteria of USO schemes (Q2/3 2003).

C4 Consumer representation

Project manager:

Bernice Head (tel: 020 7634 8710,e-mail: bernice.head@oftel.gov.uk)

Other contacts:

Alistair Cox (tel: 020 7634 8733,e-mail: alistair.cox@oftel.gov.uk)

Michelle Champion (tel: 020 7634 8712, e-mail: michelle.champion@oftel.gov.uk)

Objective: To deal effectively with consumer complaints in accordance with published targets and to encourage the industry to deal satisfactorily with consumer complaints.

• Encourage the removal by operators and service providers of the root causes of frequently experienced consumer problems (Q1-Q4);
• develop the Oftel Internet site to give information useful to consumers to allow them to be effective purchases. Ensure that frequently asked questions are fully updated so the site can be promoted as the first step for complaints (Q1-Q4);
• publish summaries of complaints received every six months (Q1 and Q3);
• conduct an ongoing consumer satisfaction survey on the handling of complaints and publish results twice a year (Q1and Q3); and
• continue to develop effective working relationships with the Telecoms Ombudsman to avoid disruption and facilitate customer contact (Q1-Q4).

C5 Metering and billing scheme

Project Manager:

Bill Hawkins (tel: 020 7634 8807, e-mail: bill.hawkins@oftel.gov.uk)
Other contact:

Roy Davies (tel: 020 7634 8906, e-mail: roy.davies@oftel.gov.uk)

Objective: To enhance consumer confidence in the accuracy of telephone bills and to give wider consumer protection by an effective Oftel metering and billing systems approval scheme. Last year the Scheme was extended to all significant operators, made available to major service providers and broadened in scope to include all material elements of bills as appropriate. It has subsequently been republished to align with the new European framework whilst maintaining continuity.

• Systematically roll out the scheme to communications providers not yet included (Q2-Q4);
• commence review and consultation on possible extensions of scope of mandatory scheme beyond VFSTS (voice frequency switched telephony services) (Q4);
• monitor the work of the Approval Bodies by leading the Approval Body Forum and holding quarterly meetings to review and moderate activities (Q1-Q4);
• publish scheme information as required (Q1-Q4); and
• hold an annual Forum for representatives of stakeholders to review experience (Q4).

C6 Network resilience, business continuity and emergency communication programme

Project Manager:

Bill Hawkins(tel: 020 7634 8807, e-mail: bill.hawkins@oftel.gov.uk)
Other contact:

David Heath (tel: 020 7634 8818, e-mail: david.heath@oftel.gov.uk)

Objective: To develop the processes to co-ordinate, as appropriate, the essential activities of the telecommunications industry during emergencies. Oftel’s role is as a facilitator and communications channel between the industry and central government, rather than a directly operational one. Lines of communication will be established with both operators and other government departments. Reporting processes and business continuity plans will be developed in co-operation with the industry.

• Lead industry forum for business continuity and emergency planning (Q1-Q4)
• Review, develop and maintain operational documentation, including contact lists, criteria, definitions and process manual (Q1- Q4); and
• advise other government departments on telecommunications infrastructure, relationships, resilience and vulnerabilities. Liase with Civil Contingencies Secretariat and participate in working groups for emergency services access and communications.

C7 Supporting the Advisory Committees on Telecommunications

Project Manager:
Paul Rogers (tel: 020 7634 8774, e-mail: paul.rogers@oftel.gov.uk )
Other contacts:
David Edwards (tel: 020 7634 8773, e-mail: david.edwards@oftel.gov.uk)
Flora Pieris (tel: 020 7634 5301, e-mail: flora.pieris@oftel.gov.uk)

Objective: To assist the Director General in his duty to promote the consumer interest, by ensuring that the Advisory Committees on Telecommunications (ACTs) are able to provide him with informed advice in accordance with their statutory duty.

• Ensure efficient administrative support for the committees, co-ordination of work programmes, and effective communications between the committees and Oftel (Q1-Q4);
• ensure the committees give high quality advice to Oftel by providing them with effective advice, briefings, and training (Q1-Q4);
• ensure the committees' advice reflects consumer interests by commissioning consumer research, managing the ACT website and publications, and ensuring the committees consult and liase with other consumer organisations (Q1-Q4);
• provide the Director General with annual reports on ACTs' activities (Q4); and
• advise on the transition arrangements to the Ofcom Consumer Panel (Q1-Q4).

Monitoring

C8 Input to other consumer protection legislation

Equality scheme for Northern Ireland

Race equality scheme

Welsh language scheme

Project Manager:

Neil Paterson (tel: 020 7634 8732, e-mail: neil.paterson@oftel.gov.uk)

Other contact:

Julia Bradford (tel: 020 7634 8838, e-mail: julia.bradford@oftel.gov.uk)

Objective: To ensure Oftel meets its statutory obligations in relation to non-telecoms specific legislation concerning consumer protection. Specifically to ensure that Oftel's equality scheme is approved by the Equality Commission for Northern Ireland, that Oftel implements its race equality scheme and that Oftel meets its statutory obligations under its Welsh language scheme. These Oftel schemes will be entrenched by arrangements for Ofcom after Oftel’s powers are vested in Ofcom.

Equality scheme for Northern Ireland

• implement Oftel's scheme (Q1);
• monitor ongoing compliance with Oftel's scheme (Q1-Q4); and
• submit annual report to the Equality Commission for Northern Ireland (Q4).

Race equality scheme

• monitor ongoing compliance with Oftel's scheme (Q1-Q4); and
• submit annual report to the Commission for Racial Equality (Q4).

Welsh language scheme

• monitor ongoing compliance with Oftel's scheme (Q1-Q4); and
• submit annual report to the Welsh Language Board (Q4).

C9 Data protection in telecoms

Project Manager:
Neil Paterson (tel: 020 7634 8732, e-mail: neil.paterson@oftel.gov.uk)
Other contacts:
Frank Phillips (tel: 020 7634 8871, e-mail: frank.phillips@oftel.gov.uk)

Objective: To ensure compliance with the requirements of the Directive on privacy and electronic communications. To ensure with DTI and the Information Commissioner that the UK’s implementing regulations reflect experience gained to date under current Regulations.

• On-going monitoring of the performance of the Telephone and Fax Preference Services (Q1-Q4);
• ongoing provision of technical advice to the Information Commissioner (Q1-Q4);
• detailed input into implementation of the Directive on privacy and electronic communications; (Q1-Q4); and
• input into the drafting of implementing Regulations (Q1-2).

C10 Approval of dispute resolution procedures under the new regulatory framework

Project Manager:

Chris Rowsell (tel: 020 7634 8890, e-mail: chris.rowsell@oftel.gov.uk)

Other contact:

Chris Handley (tel: 020 7634 8863, e-mail chris.handley@oftel.gov.uk)

Objective: To ensure that alternative dispute resolution procedures are established in the UK that meet the UK's obligations for dispute resolution under the Universal Service and Users' Rights Directive and the Communications Bill. The aim is to ensure the successful implementation of independent dispute resolution procedures for all residential consumers and small business customers (those with 10 or less employees). And ensure that such dispute resolution procedures are free of charge to customers and satisfy the criteria of independence, effectiveness, fairness and public accountability.

• set up a process for approving dispute resolution procedures by 25 July 2003 (Q1-Q2);
• set up a process for monitoring and reviewing dispute resolution procedures that have been approved as above (Q3-4);
• ensuring that all communications provides with residential consumers or small business customers or both have dispute resolution procedures in place (Q2-4); and
• liaison with independent industry Ombudsman and other dispute resolution procedures as appropriate (ongoing).

Prevention of anti-competitive practice

Reviews

D1 Financial information and systems programme

Project Manager:

Gavin Greenfield (tel: 020 7634 8734, e-mail: gavin.greenfield@oftel.gov.uk)

Objective: To ensure that Oftel has access to relevant, accurate and timely financial and other information from operators necessary to ensure that competition and regulatory issues can be addressed effectively and efficiently. The provision of information by operators is necessary to ensure conformity with the provisions of, or decisions made in accordance with European Directives.

• Implementation of new financial reporting obligations under EC Directives (Q3/4);
• propose and implement changes to regulatory financial reporting arrangements necessary to comply with new regulatory obligations eg wholesale line rental, partial private circuits, (Q1-Q4);
• monitor and evaluate compliance with regulatory financial reporting requirements as set out in operators' licences/conditions of entitlement (Q1-Q4);
• assess and examine the processes, systems and procedures used by SMP dominant operators in preparing and delivering financial information requested by Oftel as part of regulatory requirements or competition investigations (Q1-Q4); and
• promote and review developments and enhancements to the accounting methodologies used by SMP operators in the above context (Q1-Q4).

Implementation

D2 Compliance casework and dispute programme

Programme Manager:

Heather Clayton (tel: 020 7634 8979, e-mail: heather.clayton@oftel.gov.uk)

Other contacts: details of case leaders can be found in Oftel's competition bulletin available on Oftel's web site.

Casework includes investigation of complaints and own initiative investigations under the Telecommunications Act, Competition Act, and other UK and EU legislation under which the Director General has powers and duties.

Objective: Prevent anti-competitive practices by efficiently resolving disputes and managing own initiative investigations. Ensure that Oftel continues to meets published targets for performance in investigation and meets the four month deadline specified by the new EU Directives for dispute resolution by:

• fully implementing the change set out in Oftel's statement of March 2003 (Q1-Q4)
• providing quality control on the substance of the full range of complaints and dispute resolution investigations (Q1-Q4);
• continue to improve the quality and timeliness of Oftel's casework by implementation of new methods of working (Q1-Q4); and
• with the Compliance Management Office, ensure the right balance of priorities between different areas of work (Q1-Q4).

D3 Implementing accounting separation under the new Directives

Programme Manager:

Chris Rowsell (tel: 020 7634 8890, e-mail: chris.rowsell@oftel.gov.uk)

Other contacts:

Ruth Ashworth (tel: 020 7634 8709, e-mail: ruth.ashworth@oftel.gov.uk)

Objective: To implement accounting separation (AS) processes and obligations under the new European directives, where decided by the market reviews. This is necessary to ensure non-discrimination, cost-orientation and the prevention of unfair cross-subsidy by companies identified as having SMP in designated markets.

• Publish statement on new accounting separation condition or conditions (Q1-2); and
• to implement new processes and obligations as appropriate (Q1-4 2003-04)

Monitoring

D4 Compliance Management Office programme

Programme Manager:

Trevor Wood (tel: 020 7634 8854, e-mail: trevor.wood@oftel.gov.uk)

Other contacts:

Keith Loader (tel: 020 7634 8793, e-mail: keith.loader@oftel.gov.uk)

Peter Silverman (tel: 020 7634 8737, e-mail: peter.silverman@oftel.gov.uk)

Maeve Gallagher (tel: 020 7634 8777, e-mail: maeve.gallagher@oftel.gov.uk)

Objective: The Compliance Management Office (CMO) supports the running of the Compliance Directorate, including all aspects of casework quality, casework procedures, budget management and admin support. It is responsible for programmes on retail pricing and the monitoring of casework in the compliance phase. It is the first point of contact for Oftel’s advice on mergers and implements changes in competition policy. The CMO has close links with regulatory policy and is responsible for allocating work in compliance across a range of issues.

Retail pricing issues

To analyse competition effects of BT’s pricing proposals.

• To assess pricing proposals against the relevant legislation (Q1-Q4);
• to assess affinity deals and new service trials against the relevant legislation and Oftel guidelines (Q1-Q4); and
• to scrutinise PTO retail price change notifications and identify changes to be investigated (Q1-Q4).

Compliance monitoring issues

To ensure that compliance issues (such as casework in the compliance phase, obligations under licences etc) are effectively co-ordinated.

• To assess the information received in support of casework in the compliance phase and recommend actions to conclude cases where appropriate (Q1-Q4);
• to operate and develop the system for monitoring public network’s performance with regard to outages and continuity of 999 service (Q1-Q4); and
• to provide advice on the issue of Notices under the Telecommunications Code (Q1-Q4).

Casework quality system

To develop and operate a robust framework that enables compliance and competition casework to be conducted in an open, transparent and consistent manner.

• Operate an output based casework quality monitoring system (Q1-Q4);
• identify and introduce best practice and lessons drawn from the quality assurance assessments within the compliance directorate (Q1-Q4);
• support NAO review of casework procedures and identify and implement changes as a result (Q1-Q4); and
• continue process of making the Competition Bulletin ‘user friendly’ for external stakeholders (Q1-Q4); and

Mergers advice

To provide advice on mergers requests from OFT and monitor markets accordingly.

• To respond to merger requests within 28 days (Q1 – Q4); and
• to maintain an overview of the telecoms industry and monitor industry trends.

Administrative support

To provide support to the directorate on a range of adminastrative functions, including monitoring of then Compliance budget.

Reviews

E1 Communications Bill

Project Manager:
Neil Buckley (tel: 020 7634 5356, e-mail: neil.buckley@oftel.gov.uk)
Other contact:

Harriet James (tel: 020 7634 5374, e-mail: harriet.james@oftel.gov.uk)

Objective: To promote the development of a competitive market for converging services with appropriate consumer protection by working with Government and other stakeholders to update and reform the Telecommunications Act 1984 and the Broadcasting Acts.

• Contribute to the development of the Communications Bill as it progresses through the Houses of Parliament (Q1-Q2);
• work with the Communications Bill Team on the establishment of Ofcom’s Consumer Panel (Q1-Q2); and
• advising the Bill Team on the implementation of the Communications Bill (Q1-Q2).

E2 General conditions of entitlement

Project Manager:

Lucy Byers (tel: 020 7634 8892, e-mail: lucy.byers@oftel.gov.uk)

Other contact:

Neil Buckley (tel: 020 7634 5356, e-mail: neil.buckley@oftel.gov.uk)

Objective: To draft a set of general conditions of entitlement to replace existing licences for non-SMP operators, as part of the new Directive implementation process. Such conditions will apply to those who provide electronic communications networks and/or electronic communications services. The conditions will apply under the general authorisation that will be introduced by the Communications Bill or Statutory Instruments under the European Communities Act implementing the new draft Directives. The general rules will implement the requirements of the new draft Directives as well as the Communications Bill (if appropriate).

• Issue final statement(s) and set(s) of conditions to apply from 25 July 2003, either under Communications Bill or Statutory Instruments (Q1).

E3 Research into consumer views

Project Manager:
Karen Metcalfe (tel: 020 7634 8918, e-mail: karen.metcalfe@oftel.gov.uk)
Other contact:
Lisa Etwell (tel: 020 7634 8741, e-mail: lisa.etwell@oftel.gov.uk)

Objective: To support evidence based policy development, implementation, and compliance actions, by providing regular and comprehensive information on residential and business consumer behaviour, opinion, and use of telecoms.

• Conduct continuous quarterly-rolling omnibus survey (carried out by an external agency and analysed by Oftel) amongst UK residential and business consumers on their use and opinion of fixed and mobile telecoms services, Internet, and other topics as required for Oftel work (Q1, Q2, Q3, Q4);
• conduct and develop more targeted and intensive ad hoc research in key areas as required by Oftel programmes and projects (Q1-Q4);
• conduct continuous six-monthly customer satisfaction survey, amongst consumers who have contacted Oftel's Consumer Representation Section, examining their opinion of the service and assistance they received (Q1-Q3);
• develop consumer profiles to assist understanding of different types of consumer behaviour and implications for market developments (ongoing);
• liase regularly with other Ofcom regulators on joint research projects (Q1-Q4); and
• consider and examine relevant research from other sources and where necessary reconcile any differences with Oftel research (ongoing).

E4 Industry data collection programme

Project Manager:
Kenny Osborne (tel: 020 7634 8973, e-mail: kenny.osborne@oftel.gov.uk)
Other contacts:
Nick Collins (tel: 020 7634 8851, e-mail: nicholas.collins@oftel.gov.uk)
Robert Turner (tel: 020 7634 8778, e-mail: robert.turner@oftel.gov.uk)

Objective: To ensure that Oftel has sufficient information from the telecoms industry to allow evidence-based policy development by managing the regular collection and publication of accurate information from telecoms operators and service providers on an agreed range of services.

• ensure the consistent collection, analysis and publication of data from industry particularly to inform programme of EC reviews (Q1-Q);
• contribute to development of Oftel policy on information gathering consistent with requirements of Communications Bill and EU directives (Q2-Q3); and
• liaise regularly with other Ofcom regulators to minimise burden on industry and ensure consistency of collected data by each regulator (Q1-Q4).

E5 Network analysis and modelling

Programme manager:

Steve Unger (tel: 020 7634 8879, e-mail: steve.unger@oftel.gov.uk)

Objective: To build a detailed picture of the current state of telecoms networks in the UK, including both geographic coverage and service capabilities, and to analyse how these networks are likely to evolve in the next few years. Network cost models will be used to analyse a range of deployment scenarios. The aim is to ensure that, when Oftel intervenes in the market, it does so in a manner that best promotes the development of sustainable competition.

• Gather data on existing telecoms networks, and make this data available in an accessible form to relevant projects within Oftel (Q2)
• Monitor the development of new telecoms technologies, and use network cost models to analyse the likely impact of these technologies on network deployment (Q1-Q4)
• Analyse the business case for products specified by regulatory interventions, to ensure that Oftel fully understands their cost and service competitiveness. (Q1- Q4)

Implementation

E6 Developing international relations

Project Manager:
Vince Affleck (tel:020 7634 8819, e-mail: vincent.affleck@oftel.gov.uk)
Other contacts:
John Bean (tel: 020 7634 8821, e-mail: john.bean@oftel.gov.uk)

Rachel Coldeboeuf (tel: 020 7634 5306, e-mail: rachel.coldeboeuf@oftel.gov.uk)
Karine Oliver (tel: 020 7634 8763, e-mail: karine.oliver@oftel.gov.uk)

Objective: To improve customer outcomes in the UK by identifying and applying best regulatory practice from elsewhere in the world. To maintain and enhance Oftel's international reputation by promoting and explaining the work of Oftel internationally including transferring Oftel's experience of evolving regulation where appropriate.

Europe

• Develop close working relations with other European administrations and the European Commission (Q1-4);
• monitor Oftel’s compliance with European legislation, and liaise with the Commission in compiling yearly reports on Oftel’s progress in promoting competition in the UK telecoms market (ongoing and reports in Q3); and
• ensure the active participation of Oftel in:

Beyond Europe

• Maintain and enhance awareness within Oftel and key stakeholders of the international agenda, and continue to improve Oftel’s effectiveness in influencing this agenda (Q1-4); and
• represent UK interests in ITU and other international fora, as appropriate.

E7 Stakeholder relationships

Programme Manager:

John Wimmer (tel: 020 7634 8742, e-mail: john.wimmer@oftel.gov.uk)
Project Managers:
Large Business User Panel
Alan Pridmore: (tel: 020 7634 8910, e-mail: alan.pridmore@oftel.gov.uk)
Small Business Task Force
Alex Campbell (tel: 020 7634 8970, e-mail: alex.campbell@oftel.gov.uk)

Objective: To ensure that Oftel makes full use of the knowledge and experience which stakeholders can bring to Oftel’s decision making, and to ensure that stakeholder and Oftel resources are used efficiently and effectively.

• Ensure that the Oftel Forum contributes strongly to the evolution of regulatory policy. Review the achievements of the forum in Q1;
• hold quarterly meetings of the Large Business User Panel, publicise outcomes through website and ensure views are fed back into Oftel policy development (Q1-Q4); and
• continue to hold meetings of Operators Policy Forum and similar groups as appropriate. (Q1-Q4)
• identify Small Business Task Force recommendations for Ofcom to consider re its activities in relation to SMEs (Q1).

E8 Implementation of the new EU Directives

Project Manager:

Vince Affleck (tel:020 7634 8819, e-mail: vincent.affleck@oftel.gov.uk)
Other contacts:
Jim Niblett (tel: 020 7634 8780, e-mail: jim.niblett@oftel.gov.uk)

Michael Knowles (tel: 020 7634 8706, e-mail : michael.knowles@oftel.gov.uk)

Objective: To ensure that Oftel implements the new EU Directives in a timely and efficient manner. Market reviews are covered separately in A1.

• Ensure that Oftel's work programme is sufficient to implement the new Directives in a timely and efficient manner (Q1);
• ensure consistency of policy decisions between work areas and, where relevant, with Commission guidelines and other NRAs (Q1-Q2);
• identify where Oftel is at risk of not meeting its objective of timely implementation and work with project and programme managers to resolve problems (Q1-Q2);
• oversee preparation of transitional SIs and general conditions (Q1-Q2); and
• ensure effective communication across Oftel and with stakeholders (Q1-Q3).

E9 Ending of the individual licensing regime.

Project Manager:

Peter Davies (tel: 020 7634 8923, e-mail: peter.davies@oftel.gov.uk)
Other contact:

Laila Jhaveri (tel: 020 7634 5375, e-mail: laila.jhaveri@oftel.gov.uk)

Objective: To implement fully the proposed EU Authorisation Directive, abolish the individual licensing regime, removing one of the potential barriers to entry. The ending of the individual licensing regime will obviate the need for network operators and service providers to apply for licences prior to the commencement of their operations. Class licences will also be revoked.

Create a new regime for administrative charges following the ending of individual licensing and the existing fee regime.

• Issue communications to all individual licensees informing them of the changes which will take place (Q2);
• assist with the preparation of subordinate legislation to implement the changes to the regime (Q3-Q4);
• consider and advise on any transitional provisions which need to be provided for and are consequential upon the ending of the existing statutory licensing process (Q3); and
• develop and implement a new policy for administrative charges and notifications (Q4).

E10 Oftel strategy implementation

Programme Manager:

Geoff Delamere (tel: 020 7634 8745, e-mail: geoff.delamere@oftel.gov.uk)

Project Managers:

Strategy implementation/self and co-regulation

Nic Green (tel: 020 7634 8891, e-mail: nic.green@oftel.gov.uk)

Management plan

John Wimmer (tel: 020 7634 8742, e-mail: john.wimmer@oftel.gov.uk)

Performance measurement

Sarah Evans (tel: 020 7634 5320, e-mail: sarah.evans@oftel.gov.uk)

Measuring available consumer savings

Kenny Osborne (tel: 020 7634 8973, e-mail: kenny.osborne@oftel.gov.uk)

Preparing for Ofcom

Geoff Delamere (tel: 020 7634 8745, e-mail: geoff.delamere@oftel.gov.uk)

Compliance strategy programme

Objective: To facilitate the implementation of Oftel's strategy as aligned with market circumstances and to prepare for integration with a wider Ofcom strategy.

• To update the analysis of Oftel’s strategy in relation to market developments (Q1), further develop processes to focus regulatory efforts and make best use of available regulatory levers to create incentives to achieve regulatory objectives (Q2-Q4) and with Ofcom colleagues develop competition based approach to broadband, public service broadcasting and spectrum trading for integration into an across Ofcom strategy (Q1 and Q2);
• to review the application of strategy guidelines re option appraisal (Q2) the implementation of strategy through market reviews (Q3) and consumer protection policy reviews (Q2-Q3);
• to integrate the established methodology for measuring available consumer savings to help focus regulatory resources (Q2);
• to feed into Ofcom's initial Management plan consultation (Q3) and statement (Q4);
• to assess Oftel’s performance and development in the communications market (through measures such as service delivery agreements) and develop, where requested with Ofcom colleagues, a comprehensive set of performance measures for Ofcom based on an Ofcom strategy (as discussed in previous bullet above) taking account of the potential for external and independent input (Q1-2) and produce international benchmarking reports (publication in Q1 and Q3); and
• to input to Concurrency Working Party on Competition Act issues through bi-monthly meetings (Q1-Q4) and to EU modernisation of competition law (Q1-Q3) and through training programmes to ensure Oftel staff are aware of competition issues and Competition Act strategy (Q1-Q4).

E11 Better information on companies and markets

Project Manager:

Justin Silvertown (tel: 020 7634 8748, e-mail: justin.silvertown@oftel.gov.uk)

Other contacts:

Jennifer Genevieve tel:020 7634 8728, e-mail: Jennifer. genevieve@oftel.gov.uk)

Robert Turner (tel: 020 7634 8778, e-mail: robert.turner@oftel.gov.uk)

Objective: Monitoring developments in telecoms and media companies and related markets, analysing their impact and disseminating these findings across Oftel/Ofcom. Assessing industry news, company announcements and reports, research by financial analysts, consultants and industry groups, direct meetings with companies. Outputs will be under review to ensure responsiveness to Oftel/Ofcom needs. Currently to initially include:

• weekly and monthly commentaries on telecoms and media market issues;
• liaison with specific project teams;
• development of relevant databases on company investment and financial performance; and
• ad hoc briefings for the senior management.

E12 Electronic Communications Code and funds for liabilities:

Project Manager:

Peter Davies (tel: 020 7634 8923, e-mail: peter.davies@oftel.gov.uk)
Other contact: Laila Jhaveri (tel: 020 7634 5375, e-mail: laila.jhaveri@oftel.gov.uk)

Objective: To develop Oftel’s thinking on how Ofcom will grant rights to make use of the new Electronic Communications Code. It is intended also to ensure the continuation of a viable and practicable scheme to facilitate the creation of communications infrastructure and to introduce a new scheme for funds for liabilities.

• Produce policy and process for the granting of Code powers to reflect the new communications legislation (Q3);
• consult on and agree on how such a policy should be pursued (Q4);
• supervise the implementation of any interim arrangements.(Q4 and beyond); and
• in agreement with DTI progress and conclude the process of implementing a new scheme for funds for liabilities following the consultation process which has now been completed (Q3).

Internal business support projects and programmes

F1 Human resources

Programme Manager:

Gill Loader (tel: 020 7634 8789, e-mail: gill.loader@oftel.gov.uk)

Objective: To ensure that Oftel implements effective strategies, policies and procedures for the recruitment, retention, recognition and reward of Oftel staff. The new system of performance and reward is aligned with both Oftel’s business needs and its employee’s aspirations and aims to maintain continuity and equality of staff in the lead up to Ofcom and beyond.

• Continue to run recruitment programme minimising delays and matching best practice elsewhere (Q1-Q4);
• introduce strategies to enable Oftel’s staff to make the transition to Ofcom (Q1-Q3); and
• actively promote and monitor a reduction in sick absence in accordance with Oftel’s target to maintain the reduction in the average number of days lost to sickness to 4.2 days per year (Q1-Q4).

F2 Learning and development programme

Programme Manager: Catherine Foley (tel: 020 7634 8722, e-mail catherine.foley@oftel.gov.uk)

Objective: To ensure that Oftel can meet its business objectives by providing high quality learning opportunities accessible to every member of Oftel staff.

• Design, deliver and evaluate events which meet individual and business needs using the best practice methods required by the Investors in People (IiP) standard (Q1-Q4);
• respond to individual, team and organisational needs as they emerge to support the smooth transition into Ofcom (Q1-Q3);
• with the other Ofcom organisations, plan and implement joint learning/development/training initiatives which strengthen the links between each organisation (Q1-Q2); and
• develop computer based training packages for telecoms related topics not generally available to supplement existing off-the-job training (Q2-Q3).

F3 Budget management programme

Programme Manager: Ian Threadgold (tel: 020 7634 8791, email: Ian.Threadgold@oftel.gov.uk)

Objective: To provide an effective finance and accounting service to the department.

• Prepare Oftel’s annual accounts for NAO audit and publication (Q1-Q3);
• develop, with future Ofcom partners, proposals for harmonising finance policies and procedures (Q1-Q4); and
• prepare for final audit and publication of Oftel’s final accounts

F4 Business assurance programme

Programme Manager

Ray Thornton (tel: 020 7634 8704, e-mail: ray.thornton@oftel.gov.uk)

Project Managers:

Disaster recovery and contingency:

Hari Bains (tel: 020 7634 8796, e-mail: hari.bains@oftel.gov.uk)

Supporting project and case managers

Rob Jex (tel: 020 7634 5350, e-mail: rob.jex@oftel.gov.uk)

Objective: This programme covers the need to ensure that Oftel’s processes and procedures are clearly identified and defined, supporting the delivery of better regulation within the organisation. It specifically supports the Statement of Internal Controls made by the Director General in the annual accounts each year.

The programme ostensibly covers all areas of operation in all directorates but focuses on Oftel-wide process and procedure. Specific areas to be covered by this programme include:

• to work with the Internal Audit Programme to ensure that the Director General has sufficient evidence to be able to agree and sign the Certificate of Internal Control (May 2003);
• outputs from the quality assurance board, specifically the development and delivery of supporting guidance for managers;
• outputs from the Internal Management Board, specifically business continuity and disaster recovery; and
• compliance quality assurance programme.

F5 IS and IT

Programme manager: Hari Bains (tel: 020 7634 8796, e-mail: hari.bains@oftel.gov.uk

Objective: To continue to provide efficient and effective Information Systems which support Oftel's business needs and plan for the transition to Ofcom.

• Maintain and control the quality of the network services and ensure that Oftel information system assets are adequately protected and their integrity and availability maintained (Q1-Q4);
• ensure the successful implementation of the new on-line numbering allocation system (Q1-Q2); and
• work with Ofcom partners to ensure that all transition requirements are well designed and carefully planned to minimise disruption to the operational requirements of the business (Q1-Q4).

F6 Communicating Oftel’s work to external audiences

Programme Manager:
Duncan Stroud (tel: 020 7634 8750, e-mail: duncan.stroud@oftel.gov.uk)
Other contact:
Rachel Millns (tel: 020 7634 8752, e-mail: rachel.millns@oftel.gov.uk)

Objective: To ensure that Oftel’s work is communicated quickly and clearly to external audiences including the public, industry and media.

• Maximise opportunities to promote Oftel’s work through the media in order reach key stakeholder audiences. Promoting Oftel’s work with the other communications regulators to create Ofcom and the market review work for implementation of the new EU Directives will be two important elements of this work (to Q4);
• publicise and promote Oftel’s work to stakeholders through non-media channels including the quarterly magazine Oftel News, Oftel’s website, conference speaking engagements and publications such as consumer guides, Guide to Oftel and Oftel’s annual report (to Q4); and
• support Oftel projects and programmes such as the Small Business Task Force, raising consumer awareness and Informing consumers and their advisors where communications is an important aspects of these projects. This also includes supporting work to share information across Oftel (to Q4).

F7 Research and Information Unit