NAC704.680305. Plan for measuring performance.

A nonrural incumbent local exchange carrier shall file with the Commission a plan for measuring performance. Each set of performance measurements included in a plan for measuring performance must include an assessment for measuring the performance of a nonrural incumbent local exchange carrier for:

     1. Preordering activities, which relate to the exchange of information between a nonrural incumbent local exchange carrier and a competitive local exchange carrier regarding current or proposed customer products and services, or any other information required to initiate the ordering of service by a competitive local exchange carrier. Such activities encompass the critical information needed to submit a provisioning order from a competitive local exchange carrier to a nonrural incumbent local exchange carrier. Measurements for preordering must report the timeliness with which the preordering inquiries are returned to a competitive local exchange carrier by a nonrural incumbent local exchange carrier. At a minimum, preordering measurements must assess the level of service provided for the following types of queries:

     (a) Address verification and required dispatch;

     (b) Requests for a telephone number;

     (c) Requests for customer service records;

     (d) Availability of service;

     (e) Scheduling of service appointments, such as due date;

     (f) Rejected and failed inquiries; and

     (g) Availability of facilities.

     2. Ordering activities, which include the exchange of information between a nonrural incumbent local exchange carrier and a competitive local exchange carrier regarding requests for service. The number of requests from competitive local exchange carriers that automatically generate a service order in the system of a nonrural incumbent local exchange carrier that creates service orders must be reported within this category. Ordering measurements must assess the level of service for the:

     (a) Cycle time and completeness of an acknowledgment that a request for service has been received;

     (b) Cycle time of a firm confirmation that a valid request for service has been received and a due date for the request assigned;

     (c) Cycle time of rejection of any requests for service with errors; and

     (d) Cycle time and efficiency in which ordering tasks are completed by a nonrural incumbent local exchange carrier.

     3. Provisioning, which includes the set of activities required to install, change or disconnect service to a customer, the functions to establish or condition physical facilities and the completion of any required software translations to define the feature functionality of the service. Provisioning involves communication between a competitive local exchange carrier and a nonrural incumbent local exchange carrier on the status of a service order, including any delay in meeting the commitment date and the time at which actual completion of service installation has occurred. At a minimum, provisioning measurements must assess the:

     (a) Quality of service installations;

     (b) Cycle time of the installation process; and

     (c) Cycle time of notifications to a competitive local exchange carrier that installation is completed or that installation has been delayed.

     4. Maintenance, which involves the repair and restoration of customer service. Maintenance functions include the exchange of information between a nonrural incumbent local exchange carrier and a competitive local exchange carrier related to requests for the repair of services, the processing of trouble requests by a nonrural incumbent local exchange carrier, actual service restoration and tracking of maintenance history. At a minimum, maintenance measurements must assess the:

     (a) Cycle time in which trouble requests are resolved by a nonrural incumbent local exchange carrier; and

     (b) Quality of the process for restoring service.

     5. Network performance, which involves the level at which a nonrural incumbent local exchange carrier provides services and facilitates the processing of calls within its network. A nonrural incumbent local exchange carrier shall complete any upgrades to its network efficiently. If an outage of a network occurs, a nonrural incumbent local exchange carrier shall notify the competitive local exchange carriers so that the competitive local exchange carriers can conduct appropriate management of their network and notify their customers. At a minimum, network performance measurements must assess the level of service provided on the:

     (a) Quality of interconnection;

     (b) Timeliness of notification of outages of the network by a nonrural incumbent local exchange carrier to the competitive local exchange carriers; and

     (c) Timeliness of upgrades to the network, including code openings, that a nonrural incumbent local exchange carrier completes on behalf of a competitive local exchange carrier.

     6. Billing, which involves the exchange of information necessary for a competitive local exchange carrier to bill its customers, process end-user claims and adjustments, verify a bill from a nonrural incumbent local exchange carrier for services provided to the competitive local exchange carrier and to allow the competitive local exchange carrier to bill for access. Billing includes, without limitation, usage records. At a minimum, billing requirements must assess the:

     (a) Accuracy of the billing process of a nonrural incumbent local exchange carrier; and

     (b) Cycle time of the billing process of a nonrural incumbent local exchange carrier.

     7. Collocation, which involves the provision to a competitive local exchange carrier of available space within the central end office of a nonrural incumbent local exchange carrier to allow the installation of the equipment of the competitive local exchange carrier. At a minimum, collocation measurements must assess the timeliness with which a nonrural incumbent local exchange carrier:

     (a) Processes a request for collocation from a competitive local exchange carrier; and

     (b) Provides the collocation facilities pursuant to such a request.

     8. Updates of the databases for directory assistance, directory listings and emergency 911 services, including the processes by which these databases are updated with customer information that has changed as a result of service-provisioning activity. At a minimum, database measurements must assess the:

     (a) Timeliness by which changes to customer information are completed by a nonrural incumbent local exchange carrier; and

     (b) Accuracy by which changes to customer information are incorporated into the appropriate database.

     9. Interfaces through which a nonrural incumbent local exchange carrier provides competitive local exchange carriers with choices for access to operation support systems for preordering, maintenance and repair, the availability of which is fundamental to the ability of a competitive local exchange carrier to do business effectively with a nonrural incumbent local exchange carrier. At a minimum, interface measurements must assess the availability of the systems and personnel of a nonrural incumbent local exchange carrier to a competitive local exchange carrier.

     (Added to NAC by Pub. Utilities Comm’n by R107-00, eff. 2-26-2001)