Telecom Commission Letter Addressed to Distribution List

Ottawa, 22 December 2020

BY EMAIL

To: Distribution list

Dear Madam/Sir:

Re: Reporting format for competitor quality of service indicators

In Telecom Decision 2020-408, issued today, the Commission provided its determinations regarding the CISC Business Process Working Group’s non-consensus report on competitor quality of service indicators. In that decision, the Commission directed wholesale HSA service providers to implement the required changes to their systems and processes within 12 months of the date of the decision.

Further, the Commission stated that it expects wholesale HSA providers to begin collecting data as of the beginning of the first month following the date the changes are implemented, and to submit their first reports within 30 days after the last day of the applicable calendar quarter. The Commission also stated that it intends to collect the required data using the Commission’s data collection system (DCS).

Attached is a document outlining the proposed process and format for submitting the required data via DCS, as well as the proposed format for reporting the information on the Commission’s website.

Participants in the BPWG working group responsible for the report are invited to provide comments on the proposed process and format by 8 April 2021.

Commission staff will consider all comments and publish/distribute final versions of the documents as soon as possible.

Sincerely,

Original signed by

Philippe Kent
Director, Telecommunications Services Policy
Telecommunications Sector

Attachments (2 Appendices)

Appendix 1

Distribution List

Allstream Inc., iworkstation@mts.allstream.com
Bell Canada, bell.regulatory@bell.ca
Bragg Communications Inc. (Eastlink), regulatory.matters@corp.eastlink.ca
Canadian Network Operators Consortium Inc., regulatory@cnoc.ca
Cogeco Connexion Inc., telecom.regulatory@cogeco.com
Distributel Communications Limited, regulatory-registration@distributel.ca
Fibernetics Corporation, regulatory@corp.fibernetics.ca
Iristel Inc., regulatory@iristel.com
Peter Lang (Independent), peter.lang@rci.rogers.com
Primus Telecommunications Canada Inc., regulatory@primustel.ca
Quebecor Media Inc., dennis.beland@quebecor.com
Rogers Communications Canada Inc., rwi_gr@rci.rogers.com
Saskatchewan Telecommunications, document.control@sasktel.com
Shaw Communications Inc., regulatory@sjrb.ca
Tacit Law, ctacit@tacitlaw.com
TekSavvy Solutions Inc., regulatory@teksavvy.ca
TELUS Communications Inc., regulatory.affairs@telus.com

Appendix 2

Competitor Quality of Service Regime ‒Reporting Format Details

This document explains the proposed reporting process and format for wholesale HSA service providers to submit data to the Commission, pursuant to Review of the competitor quality of service regime ^Footnote1 (TRP 2018-123) and Implementation of a new competitor quality of service regime (TD 2020-408)^Footnote2.

What are wholesale HSA service providers required to do when submitting competitor Q of S reports?

Per TRP 2018-123, wholesale HSA service providers are required to

report competitor-specific and company-wide competitor Q of S results for each indicator on a quarterly basis for each month in that quarter, within 30 days of the last day of the applicable quarter; and
provide competitor-specific reports to the associated competitor, containing all supporting details associated with the determination of the Q of S results related to that competitor, at the same time as they file their reports with the Commission.

Per TD 2020-408, wholesale HSA service providers are required to, among other things,

exclude installation appointments for which the technician arrived at the appointed time but the wholesale HSA service end-user or appointed local contact (ALC) was not present or ready at the appointed/confirmed time, and tag them as “Claimed No-ALC”; and
track and report results for installation and repair appointments with and without adjustments for force majeure events.^Footnote3

Providers will use the Commission’s Data Collection System (DCS) to report indicator-related data in an Indicator Data form and tracked exclusion-related data in a Tracked Exclusions Data form. See Section II (below) for the proposed format for each form.

Reports provided to the individual competitors will contain all of the relevant competitor-specific data found in both the Indicator Data form and the Tracked Exclusions Data form.

Proposed process for submitting data

Wholesale HSA providers will upload data, as applicable, into two DCS forms: an Indicator Data form and a Tracked Exclusions form, as follows:

Using the export/import feature, the provider will download the correct .xml (Excel compatible) document and populate it with the indicator data.
The provider with then upload the .xml file, observing proper formatting.

Proposed format for submitting data

Message section

Each form will include the obligations placed on the providers per TRP 2018-123 and TD 2020-408 (as described above), as well as a statement that the form will be “Filed under the authority of the Telecommunications Act.”

The column headers and relevant information are provided in the following tables:

Indicator Data Form


Column Header	Notes
Year	Definition: The year for which the tracked data is being reported Data type: Text
Month	Definition: The month for which the tracked data is being reported Data type: Text
Competitor	Definition: The name of the competitor associated with the tracked data that is being reported Data type: Text
Province	Definition: The two-letter abbreviation for the province for which the tracked data is being reported Data type: Text Options: [AB, BC, MB, NB, NF, NS, NT, NU, ON, PE, QC, SK, YT]
Total number of confirmed installation appointments completed	Confidential Definition: Total number of confirmed installation appointments completed in the reporting period Data type: Numeric whole
Total number of confirmed installation appointments booked	Confidential Definition: Total number of confirmed installation appointments booked in the reporting period Data type: Numeric whole
Indicator 1.1: Wholesale HSA Installation Appointments Met	Definition: The total number of completed installations with the percentage of those met relative to the total confirmed appointments of competitors (excepting exclusions). Includes all orders with installation activity (Change, New, and Transfer order types) that were assigned a due date by the wholesale HSA service provider during the reporting period. Formula: [(Total number of confirmed installation appointments completed in the reporting period) ¸ (Total number of confirmed installation appointments booked in the reporting period)] x 100 Data type: Numeric rounded to nearest whole
Total number of confirmed repair appointments met	Confidential Definition: Total number of confirmed repair appointments “met” in the reporting period Data type: Numeric whole
Total number of confirmed repair appointments booked	Confidential Definition: Total number of confirmed repair appointments booked in the reporting period Data type: Numeric whole
Indicator 1.2: Wholesale HSA Repair Appointments Met	Definition: The total number of confirmed repair appointments, with the percentage of those met relative to the total confirmed appointments (excepting exclusions). Formula: [(Total number of confirmed repair appointments met in the reporting period) ¸ (Total number of confirmed repair appointments booked in the reporting period)] x 100 Data type: Numeric rounded to nearest whole
Indicator 2.1: Wholesale HSA Installation Interval	Definition: The average interval between the date a complete and accurate installation request is submitted and the date the installation is completed. Scheduling intervals for met and missed installation appointments are reported separately. Formula: S[(Date installation appointment is completed) – (Date of installation request)]/ Total number of installation appointments scheduled in the reporting period Data type: Numeric with 1 decimal
Indicator 2.2: Wholesale HSA Repair Interval	Definition: The average interval between the date a complete and accurate repair request is submitted and the date the of the scheduled repair appointment. Scheduling intervals for met and missed repair appointments are reported separately. Formula: S[(Date of scheduled repair appointment) – (Date of repair request)]/ Total number of repair appointments scheduled in the reporting period Data type: Numeric with 1 decimal
“Claimed No-ALC” or force majeure during the reporting period?	Definition: Indicates the existence of installations or repairs that could not be completed due to “Claimed No-ALC” or force majeure Data type: Text (Single letter Y or N) Options: [Y,N] Option definitions: ‘Y’ signifies an affirmative response, ‘N’ signifies a negative response

Tracked Exclusions Data Form


Column Header	Notes
Year	Definition: The year for which the tracked exclusion is being reported Data type: Text
Month	Definition: The month for which the tracked data is being reported Data type: Text
Day	Definition: The day of the month for which the tracked data is being reported Data type: Numeric
Competitor	Definition: The name of the competitor associated with the tracked exclusion that is being reported Data type: Text
Province	Definition: The province for which the tracked exclusion is being reported Data type: Text
City	Definition: The city for which the tracked exclusion is being reported Data type: Text
Street address	Confidential Definition: The street address for which the tracked exclusion is being reported Data type: Text
Phone #	Confidential Definition: The phone # used by the provider to contact ALC Applies only to ‘Claimed no-ALC’ tracked exclusions. Data type: Text Format: (XXX) XXX-XXX
Indicator	Definition: The indicator for which the tracked exclusion is being reported Data type: Text Acceptable inputs: [1.1, 1.2]
“Claimed No-ALC” or force majeure?	Definition: The type of tracked exclusion that is being reported Data type: Text Acceptable inputs: {Claimed no-ALC, Force Majeure}
Type of force majeure, if applicable	Definition: The type of force majeure preventing completion of installation or repair Applies only to force majeure tracked exclusions. Data type: Text

An example of how the input tables would appear for the providers can be found below:

Indicator Data Table
Year	Month	Competitor	Province	Total number of confirmed installation appointments completed	Total number of confirmed installation appointments booked	Indicator 1.1: Wholesale HSA Installation Appointments Met	Total number of confirmed repair appointments met	Total number of confirmed repair appointments booked	Indicator 1.2: Wholesale HSA Repair Appointments Met	Indicator 2.1: Wholesale HSA Installation Interval	Indicator 2.2: Wholesale HSA Repair Interval	“Claimed No-ALC” or force majeure during the reporting period?
(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)
(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)
…	…	…	…	…	…	…	…	…	…	…	…	…
-	-	all	all	(total)	(total)	(overall result)	(total)	(total)	(overall result)	(overall result)	(overall result)	-

Tracked Exclusions Data
Year	Month	Day	Competitor	Province	City	Street Address	Phone #	Indicator	“Claimed No-ALC” or force majeure?	Type of force majeure, if applicable
(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)
(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)	(data)
…	…	…	…	…	…	…	…	…	…	…

Proposed format for publication on the Commission’s website

Non-confidential data from the two forms will be presented on the Commission’s website, in two associated reports: “Indicator Data” and “Tracked Exclusion Data.”

Users will be able to switch between the reports using tabs located near the top of the page.

Below the tabs, there will be two fields: “Year” and “Month” which can be used to filter results in the table selected. To view all results, an option to filter for “all” will be included.

Most of the columns in both tables will also be filterable.

Users will also be able to export the data in a format that is compatible with Excel.

The column headers and relevant information for both tables are provided below:

Indicator Data Report


Column Header	Notes
Provider	Definition: The name of the provider associated with the indicator data that is being viewed Data type: Text Filterable
Competitor	Definition: The name of the competitor associated with the indicator data that is being viewed Data type: Text Filterable
Province	Definition: The two-letter abbreviation for the province associated with the indicator data that is being viewed Data type: Text Filterable
Indicator 1.1: Wholesale HSA Installation Appointments Met Standard: 90%	Definition: Result for indicator 1.1 Data type: Numeric Not filterable
Indicator 1.2: Wholesale HSA Repair Appointments Met Standard: 90%	Definition: Result for indicator 1.2 Data type: Numeric Not filterable
Indicator 2.1: Wholesale HSA Installation Interval (Calendar Days) Standard: none	Definition: Result for indicator 2.1 Data type: Numeric Not filterable
Indicator 2.2: Wholesale HSA Repair Interval (Calendar Days) Standard: none	Definition: Result for indicator 2.2 Data type: Numeric Not filterable
“Claimed No-ALC” or force majeure during the reporting period?	Definition: Indicates the existence of installations or repairs that could not be completed due to “Claimed No-ALC” or force majeure ‘Y’ signifies an affirmative response, ‘N’ signifies a negative response

Tracked Exclusions Data Report


Column Header	Notes
Provider	Definition: The name of the provider associated with the exclusion data that is being viewed Data type: Text Filterable
Competitor	Definition: The name of the competitor associated with the exclusion data that is being viewed Data type: Text Filterable
Province	Definition: The two-letter abbreviation for the province associated with the exclusion data that is being viewed Data type: Text Filterable
Day	Definition: Day of the month associated with the excluded data that is being viewed Data type: Numeric Filterable
Indicator	Definition: The indicator (either 1.1 or 1.2) associated with the excluded data that is being viewed Data type: Text Filterable
“Claimed No-ALC” or force majeure?	Definition: The type of tracked exclusion (either “Claimed No-ALC” or “force majeure”) associated with the excluded data that is being viewed Data type: Text Filterable
Type of force majeure, if applicable	Definition: If applicable, the type of force majeure preventing completion of installation or repair associated with the excluded data that is being viewed. Otherwise, result is blank. Data type: Text Filterable

An example of how the proposed reports would appear on the website can be found below:

Indicator Data	Exclusions Data	<- (Only one selectable at a time)
Indicator Data
Year:	(Filter)	Month:	(Filter)

Provider	Competitor	Province	Indicator 1.1: Wholesale HSA Installation Appointments Met Standard: 90%	Indicator 1.2: Wholesale HSA Repair Appointments Met Standard: 90%	Indicator 2.1:Wholesale HSA Installation Interval (Calendar Days) Standard: none	Indicator 2.2: Wholesale HSA Repair Interval (Calendar Days) Standard: none	“Claimed No-ALC” or force majeure during the reporting period?
(Filter)	(Filter)	(Filter)	(No filter)	(No filter)	(No filter)	(No filter)	(Filter)
(data)	(data)	(data)	(data)	(data)	(data)	(data)	Y/N
(data)	(data)	(data)	(data)	(data)	(data)	(data)	Y/N
…	…	…	…	…	…	…	Y/N

Tracked Exclusions Data
Year:	(Filer)	Month:	(Filter)

Day	Provider	Competitor	Province	Indicator	“Claimed No-ALC” or force majeure?	Type of force majeure, if applicable
(Filter)	(Filter)	(Filter)	(Filter)	(Filter)	(Filter)	(Filter)
(data)	(data)	(data)	(data)	(data)	(data)	(data)
(data)	(data)	(data)	(data)	(data)	(data)	(data)
…	…	…	…	…	…	…

Date modified:: 2020-12-22

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