Open Product/Process CR PC073101-4 Detail |
| Title: Review of Redacted materials and parity in search capability | ||||||
| CR Number |
Current Status Date |
Area Impacted | Products Impacted | |||
|
|
||||||
| PC073101-4 |
Completed 7/17/2002 |
Ordering, Billing, Repair, Prov. | Other | |||
| Originator: Stichter, Kathy |
| Originator Company Name: Eschelon |
| Owner: Thompson, Michael |
| Director: |
| CR PM: |
Description Of Change |
|
Develop a process to initially and periodically review redaction of materials to ensure that redaction is necessary and not overbroad. Also, ensure that search capability is of equal ease for Qwest and CLECs. Not all information available to Qwest is available to CLECs. For example, Qwest refers CLECs to “InfoBuddy,” but “InfoBuddy” is not available to CLECs in the same form as it is available to Qwest. CLECs access a “redacted” version of InfoBuddy. Although Qwest may have legitimate grounds for redacting certain truly proprietary information, not all information that has been redacted necessarily falls into those categories. For example, CLECs should have access to the same example forms, order examples, and other detailed information as Qwest. Qwest should provide to CLECs full information necessary to understand and order its products. For example, Eschelon asked Qwest for information relating to IDSL. Qwest referred Eschelon to InfoBuddy. Eschelon does not have access to InfoBuddy. Qwest was able to obtain more information about IDSL from InfoBuddy than Eschelon could obtain from the redacted materials. It also appeared that Qwest is able to search InfoBuddy with more ease than a CLEC can search the redacted materials. It is difficult to provide examples when we do not see the redacted information. But, based on statements by Qwest, it is apparent that Qwest is able to access more detailed information than available to CLECs. When that information would aid CLECs in ordering and provisioning, CLECs should also be able to access the information, with the same search and access capabilities available to Qwest.
|
| Date | Action | Description |
| 7/30/2001 | CR received by Kathy Stichter | |
| 7/31/2001 | Status changed to New – To be Reviewed | |
| 8/6/2001 | CR discussed by the internal Qwest CR review team and owner designated | |
| 8/9/2001 | Clarification Meeting held with Eschelon | |
| 8/30/2001 | Draft response sent to Eschelon | |
| 9/12/2001 | Walk Through on Qwest Response conducted with Eschelon. Eschelon to send websites internally for comments. | |
| 9/17/2001 | Follow up review meeting held with Eschelon. | |
| 9/19/2001 | CMP Meeting - Qwest reviewed draft response and explained purpose of "info-buddy". Qwest to review the redacted material, revise response and issue revised draft. | |
| 10/9/2001 | Posted Final Response to database. | |
| 10/17/2001 | CMP Meeting: Sue McNa, Qwest presented response. Eschelon requested presentation by Michael Thompson, Qwest regarding web aspects of response. Michael was not in attendance. Michael to present in next CMP meeting (November 14, 2001). No change to "Current Status." | |
| 11/14/2001 | Michael Thompson, Qwest provided status regarding the clean up effort that is underway in the Database to ensure that the appropriate documents are available. A question was asked regarding the status of the search capability. Michael explained how the search capability works and that currently search by title is not available. Although Michael is working with Information Technologies to determine if search by title can be provided. Michael will provide update in December. | |
| 12/12/2001 | CMP Meeting - Michael Thompson, Qwest provided a status update indicating the following: (1) business case for funding of RPD search engine modifications is in progress, and (2) clean-up of RPD is in progress & should be completed in January 2002. Eschelon indicated that review of the RPD shows improvement in the detail and number of documents available to the CLEC community. "CR Status" remains "Development." | |
| 1/16/2002 | CMP Meeting - Michael Thompson, Qwest provided a status update indicating the following: (1) business case for funding of RPD search engine modifications is in progress with the Qwest IT group; and (2) clean-up of RPD is in progress & is scheduled for a 02/02/02 completion. CLEC notification will follow completion of clean-up. CR Status remains "Development." | |
| 2/1/2002 | Web Notification trnsmitted to the CLEC community regarding Resale Product Database (RPD) update (effective 02/02/02). | |
| 2/2/2002 | RPD update effective. | |
| 2/20/2002 | CMP Meeting - Qwest provided CR status update. CR remains in "Development" status. Meeting discussions will be set forth in the Product/Process Draft Meeting Minutes contained in the Product/Process CMP Meeting Distribution Package (03/20/02). | |
| 3/8/2002 | Qwest agrees to fund RPD search engine modifications. | |
| 3/20/2002 | CMP Meeting - Qwest provided status update. It was announced that the enhancements to the Resale Products Data (RPD) search engine will be deployed by the end of May 2002. CR Action Item 1 closed. It was agreed that the CR status remain in Development. Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site. | |
| 4/17/2002 | CMP Meeting - CR status Development unchanged. Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site. | |
| 5/15/2002 | CMP Meeting - CR status "Development" unchanged. Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site. | |
| 5/17/2002 | Systems Notice issued that stated "RPD will provide an Enhanced Search Engine beginning June 14, 2002" issued to CLECs. Reference document number SYST.05.17.02.F.04055.RPD_Enh_SrchEngn. | |
| 6/19/2002 | CMP Meeting - CR status changed to "CLEC Test". Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site. | |
| 7/17/2002 | CMP Meeting - Meeting discussions will be set forth in the Product/Process Meeting Minutes to be posted on the CMP Web site. CR status was changed to Completed. |
Project Meetings |
| 09/17/01 - Clarification/Walk-through Meeting Introduction of Attendees Kathy Stichter, Eschelon Ric Martin, Qwest Sue Mcna, Qwest Michael Thompson Qwest Lynn Stecklein Qwest Introduction of participants on the Conference Call was made. The purpose of the call was to discuss Qwest’s draft response dated August 28, 2001 to determine if the response met Eschelon’s expectations. Review of Response On September 11th a meeting was held to walk through the Wholesale websites with K Stichter. She indicated she wanted her team to review the websites as well and we would discuss on September 17th. K Stichter advised that she did not feel that the Wholesale websites would meet their needs. She felt that the websites were missing information necessary for Eschelon to do business. K Stichter provided one example: Call Pick Up was found in the website as well as CCMS. However, it does not tell a customer how to activate Call Pick Up. S Mcna advised that the Wholesale Website is work in progress. Some information will not be available until the end of the year. (i.e. Centrex/resale). K Stichter understands that the website is work in progress and still does not believe that all information will be there. She could not provide any additional examples but would share as they came up. K Stichter said that she also understands the proprietary issues on viewing Info Buddy. She does not want to view proprietary information. She only wants information to conduct business. M Thompson and L Stecklein will review the redacted materials guidelines and policy. R Martin requested that we update our response and develop an action plan on further implementation of the website. Scheduled monthly meetings to discuss progress could be initiated. The goal would be to have our response and plan accepted by Eschelon and the CR go into an implementation phase for development of the WEB site
09/12/01 - A meeting was held on 9/12/01 to discuss the Qwest Response with Eschelon. Attendees: Kathy Stichter - Eschelon, Sue Mcna, Michael Thompson, Lynn Stecklein, Ric Martin - Qwest The team discussed and provided a walk through with Kathy of the websites that Michael Thompson documented in the Qwest Response. Kathy advised that she needed to send a message within Eschelon requesting that everyone review the websites to determine if the information provided would meet their needs. A meeting has been scheduled on 9/17/01 at 3:00 p.m. MT to discuss results. Thursday 9th August 2001 Attendees: Kathleen Stichter - Eschelon Telecom/ Sue Mcna, Michael Thompson,Todd Mead - Qwest Eschelon want to see the same level of documentation as Qwest sees, when ordering services and getting repairs. Specific examples Eschelon quoted, included order documents for Call Forwarding (CF) products including CF Busy Line and CF Don’t Answer. Also documentation relating to IDSL (unspecified). Eschelon expect to see the same level of documentation as Qwest views when ordering services and getting repairs.
|
CenturyLink Response |
|
October 9, 2001 Revised Response Re: CR PC073101-4 Review of Redacted materials and parity in search capability Qwest has conducted further investigation into the redaction methods associated with RPD. Redaction Guidelines are available to Qwest Process Analysts and compliance is ensured through each Process Director. The Qwest Process Helper internal website contains all the documentation the Process Analysts need and use in their jobs, including redaction procedures and training. Information to be redacted from Qwest methods and procedures prior to release in RPD include: Billing and Collections procedures Sales/Promotions procedures Internal systems procedures RPD is updated once per day with appropriate, non-redacted, information from internal methods and procedures. Qwest Wholesale Markets met with documentation representatives from its own department as well as Qwest Retail Consumer Markets. Based upon this meeting, Retail has assigned a Redaction SME to further coach and respond to redaction questions by Retail process analysts. In addition, managers are reviewing redaction procedures with their teams in their team meetings. Process Analysts are being instructed to review their methods and procedures for proper redaction application. Links from InfoBuddy (Qwest’s internal methods and procedures documentation system) to other internal systems/databases are not provided to CLECs as part of the RPD; rather information from these databases that is required for the CLEC to interface with Qwest will be provided at the Wholesale website; http://www.qwest.com/wholesale. Qwest Wholesale Markets has embarked on a documentation audit and clean-up effort. Documentation available through RPD and the Wholesale website is being compared and analyzed to ensure consistency and alignment throughout. Corrections to website documentation will be completed to ensure all documentation required by a CLEC to be able to do business with Qwest is correct and available at the Wholesale website. Product Catalog, Procedural, System, Network and Training documentation is being created and/or updated and published at the wholesale website. Michael L Thompson Lead Marketing Comm Coordinator Cc: Sue Mcna August 30, 2001 Final Response Wholesale Product Marketing This letter is in response to the following CLEC Change Request Forms # PCCR073101-4, dated July 30, 2001. This Change Request pertains to the Resale Product Database (RPD). INFOBUDDY versus the RPD INFOBUDDY is an internal database repository of Qwest’s methods, procedures and processes, and is intended for internal Qwest personnel only. INFOBUDDY is referred to in the context of external customers (CLEC’s) as the “Resale Product Document (RPD)”. It is common practice for the CLEC to be made aware of the Web Based RPD during the initial training by the Account Manager. It was inappropriate for the ISC and or the Account Team to refer to the RPD as INFOBUDDY. All ISC and or Account Team Members should refer the CLECs to Qwest Wholesale Markets Web Page (http://www.qwest.com/wholesale/), or the RPD. Accessing and searching the RPD In the fourth quarter of 2000, the RPD was moved from a downloadable UNIX tarball file to a web based application. The UNIX file was very large (over 1 Megabyte), and caused problems with downloading, loading, and accessing the information. The Web Based RPD provides a method to access and search for methods, procedures, and process information in a consistent fashion as is offered in Qwest Retail environment. CLEC Access to order examples Qwest Wholesale Markets evaluating the feasibility and best approach to make order examples available to CLECs. Do to the inherent nature of the RPD it might be determined that order examples can not be made available within the RPD. In order for order examples to be made available to CLECs, the following list some of the issues that Qwest Wholesale Markets will need to address regarding CLECs accessing order examples: Will providing order examples enable CLECs to fill out LSRs more accurately? Where will order examples will be located? Retail contact / owner of order examples? Wholesale Markets contact / owner of order examples? Type of order examples to be made available? Time line to make available order examples? Qwest Wholesale Markets will report back to the CICMP Group the feasibility of providing order examples by August 30, 2001. Response: August 14, 2001 Qwest continues to explore the methodology for providing order examples as part of overall product implementation documentation efforts. A review is currently underway that examines current documentation in the area of “Ordering.” Once this review is complete, Qwest will determine the appropriate means to access service order examples. We expect to have a preliminary plan prepared by August 30, 2001. Response: August 29, 2001 On August 23, 2001, Qwest published the Local Service Ordering Guidelines (LSOG) that contains comprehensive guidelines for the preparation of all service orders that CLECs would use for placing an order. The LSOG documents provide detailed form-by-form, field-by-field instructions for completing local service request manually, or via IMA. The LSOG is the tool that CLECs and Resellers should use to complete service request. The LSOG contains both blank forms and sample forms within each product order document. CLECs were notified of the publication of the LSOG on August 22, 2001. The LSOG is found on the Qwest Wholesale Markets web site at http://www.qwest.com/wholesale/clecs/lsog.html. The Qwest Wholesale Markets Web Page provides web-based training on manually completing local service request forms in the Introduction to Service Requests and Billing course. Qwest also provides IMA Training regarding how to use the IMA GUI to submit local service requests. There is also product specific training for completing all the processes associated with submitting local service requests. In addition to the training, and LSOG information that is available on the Qwest Wholesale Markets Web Page, there are specific product catalogs (PCATs) that contain detailed product descriptions, pricing, features / benefits, applications, prerequisites, pre ordering, ordering, provisioning, maintenance, billing, training, contacts, and frequently asked questions. Any CLEC or Reseller that has specific examples of a product, or products that they are not satisfied with the information that is available to them on the Wholesale Markets Web Page is encouraged to submit a change request via the CICMP process. Qwest will investigate the issue, and work with the customer to determine the best plan of action to meet their information needs. The following are some helpful URLs Wholesale Markets Web Page http://www.qwest.com/wholesale/ Training Web Page http://www.qwest.com/wholesale/training/ Training & Notices Introduction to Service Requests & Billing for CLECs & Carriers http://www.qwest.com/wholesale/training/tsc.html IMA "Hands On" http://www.qwest.com/wholesale/training/iltdescimahandson.html Training – Qwest 101 “Doing Business with Qwest” http://www.qwest.com/wholesale/training/iltdescqwest101.html Facility-Based Providers - Welcome to Qwest Interconnection! http://www.qwest.com/wholesale/pcat/interconnection.html This web page contains Interconnection business procedures, forms, and product catalogs (PCATs). Resellers - Welcome to Qwest Interconnection! http://www.qwest.com/wholesale/pcat/resale.html This web page contains Resell business procedures, forms, and product catalogs (PCATs). Interconnect Mediated Access GUI http://www.qwest.com/wholesale/ima/gui/index.html Service Intervals http://www.qwest.com/wholesale/guides/sig/index.html Qwest USOC/FID Finder http://usocfidfind.uswest.com/prodquery/usocSearch.html Michael L Thompson Lead Marketing Comm Coordinator
|
Information Current as of 1/11/2021