2019

NATIONAL PROVISIONING PERFORMANCE

STANDARDS
(Category E)
 2019 PROVISIONING PERFORMANCE STANDARDS
Effective: 01/01/2019

Contents
E.1 PERFORMANCE STANDARDS FOR SPECIAL & DEDICATED PROVISIONING ..............................................................................4
E.1.1 SPECIAL ACCESS PROVISIONING ........................................................................................................................................................... 4
E.1.2 GENERAL NOTES ......................................................................................................................................................................... 5
E.2 DMOQ DEFINITIONS AND REQUIREMENTS ............................................................................................................................8
E.2.1 DMOQ: OTP_CDD ......................................................................................................................................................................... 8
E.2.1.1 Definition ............................................................................................................................................................................... 8
E.2.1.2 Key Measurement ................................................................................................................................................................. 8
E.2.1.3 Algorithm .............................................................................................................................................................................. 8
E.2.1.4 Formula ................................................................................................................................................................................. 8
E.2.2 DMOQ: PROVISIONING FOC CYCLE TIME (CT) FROM CLEAN ASR RECEIPT TO FOC ..................................................................................... 9
E.2.2.1 Definition ............................................................................................................................................................................. 9
E.2.2.2 Key Measurement................................................................................................................................................................ 9
E.2.2.3 Algorithm ............................................................................................................................................................................. 9
E 2.2.4 Formula ............................................................................................................................................................................... 9
E.2.3 DMOQ: PROVISIONING CYCLE TIME (CT) FROM INITIAL ASR RECEIPT TO COMPLETION (ABS/WIRELINE) ...................................................... 10
E.2.3.1 Definition ............................................................................................................................................................................ 10
E.2.3.2 Key Measurement .............................................................................................................................................................. 10
E.2.3.3 Algorithm............................................................................................................................................................................ 10
E.2.3.4 Formula .............................................................................................................................................................................. 10
E.2.4 DMOQ: PROVISIONING CYCLE TIME (CT) FROM INITIAL ASR RECEIPT TO COMPLETION W/O CNR (ABS/WIRELINE) ....................................... 11
E.2.4.1 Definition ............................................................................................................................................................................ 11
E.2.4.2 Key Measurement .............................................................................................................................................................. 11
E.2.4.3 Algorithm............................................................................................................................................................................ 11
E.2.4.4 Formula .............................................................................................................................................................................. 11
E.2.5 DMOQ: PROVISIONING CYCLE TIME (CT) FROM INITIAL ASR RECEIPT TO COMPLETION FOR ON-NET............................................................. 12
E.2.5.1 Definition ............................................................................................................................................................................. 12
E.2.5.2 Key Measurement .............................................................................................................................................................. 12
E.2.5.3 Algorithm............................................................................................................................................................................ 12
E.2.5.4 Formula .............................................................................................................................................................................. 12
E.2.6 DMOQ: PROVISIONING CYCLE TIME (CT) FROM CLEAN ASR RECEIPT TO COMPLETION (MOBILITY/WIRELESS) ............................................... 13
E.2.6.1 Definition ............................................................................................................................................................................ 13
E.2.6.2 Key Measurement .............................................................................................................................................................. 13
E.2.6.3 Algorithm............................................................................................................................................................................ 13
E.2.6.4 Formula .............................................................................................................................................................................. 13
E.2.7 DMOQ: % OF ASRS FOC < 10 CALENDAR DAYS (ABS/WIRELINE)......................................................................................................... 14
E.2.7.1 Definition ............................................................................................................................................................................ 14
E.2.7.2 Key Measurement .............................................................................................................................................................. 14
E.2.7.3 Algorithm............................................................................................................................................................................ 14
E.2.7.4 Formula .............................................................................................................................................................................. 14
E.2.8 DMOQ: % OF ASRS CT < 50 CALENDAR DAYS (INITIAL TO COMPLETE) ................................................................................................... 15
E.2.8.1 Definition ............................................................................................................................................................................ 15
E.2.8.2 Key Measurement .............................................................................................................................................................. 15
E.2.8.3 Algorithm............................................................................................................................................................................ 15
E.2.8.4 Formula .............................................................................................................................................................................. 15
E.2.9 DMOQ: TOTAL WIP (ORDERS) ....................................................................................................................................................... 16

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 2019 PROVISIONING PERFORMANCE STANDARDS
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E.2.9.1 Definition ............................................................................................................................................................................ 16

E.2.9.2 Key Measurement .............................................................................................................................................................. 16
E.2.9.3 Algorithm............................................................................................................................................................................ 16
E.2.9.4 Formula .............................................................................................................................................................................. 16
E.2.10 DMOQ: WIP_PAST DUE ............................................................................................................................................................... 17
E.2.10.1 Definition .......................................................................................................................................................................... 17
E.2.10.2 Key Measurement ............................................................................................................................................................ 17
E.2.10.3 Algorithm.......................................................................................................................................................................... 17
E.2.10.4 Formula ........................................................................................................................................................................... 17
E.2.11 DMOQ: WIP_PAST DUE > 30 CALENDAR DAYS ................................................................................................................................ 18
E.2.11.1 Definition .......................................................................................................................................................................... 18
E.2.11.2 Key Measurement ............................................................................................................................................................ 18
E.2.11.3 Algorithm.......................................................................................................................................................................... 18
E.2.11.4 Formula ............................................................................................................................................................................ 18
E.3 TARGET PERFORMANCE CRITERIA ........................................................................................................................................ 19
E.4 QUALITATIVE PERFORMANCE STANDARDS ENVIRONMENT ................................................................................................. 20
E.4.1 ADHERE TO DESIGN PARAMETERS..................................................................................................................................................... 20
E.4.2 DELIVER ACCURATE, COMPLETE AND TIMELY INFORMATION AND NOTIFICATION ....................................................................................... 20
E.4.3 EXPEDITES AND IMPROVED CUSTOMER DESIRED DUE DATE ................................................................................................................... 21
E.4.4 PERFORM AUTHORIZED WORK ........................................................................................................................................................ 21
E.4.5 SELF-REPORTING PROCESS .............................................................................................................................................................. 21
E.4.6 STATISTICAL PROCESS CONTROL (SPC) INFORMATION .......................................................................................................................... 21
E.5 PROVISIONING - SELF REPORTING JOB AID .......................................................................................................................... 22
E.6 RAW DATA JOB AID .............................................................................................................................................................. 22
E.7 SELF-REPORTING QUALITY QUICK CHECK ............................................................................................................................. 23
E.8 CONTINGENCY EXPECTATION PLANNING ............................................................................................................................. 24
E.8.1 KEY GUIDING PRINCIPLES ................................................................................................................................................................. 24
E.8.2 ACCESS PROVISIONING..................................................................................................................................................................... 24

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 2019 PROVISIONING PERFORMANCE STANDARDS
Effective: 01/01/2019

E.1 Performance Standards for Special & Dedicated Provisioning

E.1.1 Special Access Provisioning

AT&T has established specific Direct Measure Of Quality (DMOQs) to focus on specific market segments and customer
requested services to measure access performance. The revisions in this release of Category E of AT&T Access Supplier
(Access Supplier) performance standards reflect the needs of AT&T.
AT&T Wireline (Table E.1.1A) and AT&T Mobility (Table E.1.1B)

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 2019 PROVISIONING PERFORMANCE STANDARDS
Effective: 01/01/2019

E.1.2 General Notes

Note 1. All Special Access ASRs/ORDERs are restricted to the following types of service activity:
N – New service
C – Change, same as rearrangement, renumbering, etc.
M – Move ON Prem
T / F – Move OFF Prem
D – Disconnects
Note 2. Access Supplier will continue to self-report on AT&T ACNA codes mentioned in Table E.1A (AT&T Wireline) and
Table E.1B (AT&T Mobility).
Note 3. Explanation of ABS (Wireline PONs) For ‘ATX’ ordered services: the 4th character of the Purchase Order Number
(PON) differentiates a Universal Service Order (USO). A PON with a 4th character of “0,” “V” (Ethernet - VLAN), “R”
(ACCU-Ring), “A” (Applied Channel on the Ring),or “C” for Ethernet Combo are USOs. The 3rd character of the PON
differentiates Inter-office Facility ASRs from a Specials ASRs. The 3rd character of a PON equal to the alpha “H”
indicates an Inter-office Facility ASRs or an Optimization ASRs. An “S” in the 3rd character of the PON indicates a
Specials ASRs (USO) which are the ones to report on. A supplement (supp) to an ASR will carry the same PON
number but different version number.
PONs to be reported on are Specials (3rd Character S)

Note 4. For “TPM” ordered services, the first three (3) characters of the PON represent the city location (e.g., HAR represents
Hartford, DAL represents Dallas, etc). A 4th character represents the type of service. A 4th character of ‘P’ represents
Corporate Business. A 4th character of ‘Y’ represents Small Business (usually, but not always, UNE-L). The fifth and
sixth character represents the year. The remaining 5 (five) characters are sequential and are automatically assigned
by the AT&T Local LNS ordering system.
Note 5. A Project is indicated by the PROJ field of the ASRs being populated with an Access Project Number (APRN). All
Project ASRs/Orders are included in the Self-Reporting results.
Note 6. Force Majure / Natural Disater circuits to be included in the Self-Reporting results
Note 7. Access Supplier provides results and data as specified within this section, with additional details provided within the
Self-Reporting Provisioning Job Aid (E.5 PROVISIONING - SELF REPORTING JOB AID). AT&T provides the PON
structure and necessary logic that enables the Access Supplier to gather and self-report the data requested.
Note 8. “Customer” as referred to throughout this document, means “End User” or ‘AT&T’ as the Customer”.
Note 9. For Wireless ASRs, multiple circuits can be requested on a single ASR. Each circuit should be considered as a separate
request for self-reporting purpose. Therefore, the same PON may be counted multiple times.
Note 10. For Switched Ethernet, UNI (User Network Interface) is the term used to describe the connection (port and facility)
between the supplier and the end user customer premises. E-NNI (Ethernet Network to Network Interface) is the
term used to describe the connection (ports and facility) between AT&T and the supplier – this is also known as
the collector circuit.
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 2019 PROVISIONING PERFORMANCE STANDARDS
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Note 11. Ethernet PON orders will be differentiated in the reporting and will be placed into the following categories, when
applicable:
· POP to Switch orders will be REQTYP starting with =S with SEI=Y (this is a field on ASRs)
· POP to Prem orders will be REQTYP starting with =S with SEI=blank (this is a field on ASRs)
· UNI (PREM to Switch) orders will be REQTYP starting with = E with SEI=Y. (this is a field on the ASRs)
· VLAN – 4th character in PON will be V
· COMBO Order – 4th character of PON will be a C. MTSO orders will be REQTYP starting with =S with SEI=Y (this
is a field on ASRs)
· Cell orders will be REQTYP starting with =E with SEI=Y. (this is a field on the ASRs)
· Regular Dedicated will have REQTYP=SD and SEI=N

Wireless Ethernet Service NC Req Type SEI PON

Code

MTSO K S Y N/A

Cell K E Y N/A

EVC V S N/A N/A

Wireline Ethernet Service NC Code Req Type SEI PON

POP to switch K S Y N/A

POP to Prem K S (Blank) N/A

UNI (Prem to Switch) K E Y N/A

EVC (VLAN) V S N/A 4th Character=V

Combo Order K and V S or E Y 4th Character=C

Note 12. Ethernet UNI reporting is to be on both: ABS Switched and Dedicated services. ABS Ethernet UNI (Prem to Switch,
POP to Prem, Combo Order), Mobility Ethernet – (MTSO, Cell, EVC)
Note 13. Calendar day measurement for cycle time is an “all in” measurement – no exclusion of holidays or CNRs
Note 14. Cycle Time should not be zero days, it should be minimum of 1 day (Same day delivery should be considered as 1
day).
Note 15. SFP : The SFP module is needed for any Fiber Broadband Service installation with Inside Wiring facilities that
require fiber optic cables to be run directly to the router.

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
Effective: 01/01/2019

Description:The SFP fiber module is a compact, hot-pluggable fiber transceiver that fits into the router's SFP socket
providing the CPE a direct fiber interface using standard fiber connectors. The SFP Fiber module is available with
either Single Mode (LX) or Mutli-mode (SX) fiber connection.
Note 16. ON NET – Facilities in the building, NEAR NET – <= 1000 feet, OFF NET - >1000 feet.

Note 17. For Access to AT&T POP/CO Facility - 866-460-6324, Option 5.

Note 18. ATX orders would be based at the ASRs/Orders level since 1 ASRs/Orders equals 1 PON. Cycle time for Wireless
would need to be calculated at the circuit level, since there could be multiple circuit orders on one PON. A full analysis
of capacity, equipment, and construction will have been performed and reserved in order to meet the date that is
provided back to AT&T.

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
Effective: 01/01/2019

E.2 DMOQ DEFINITIONS AND REQUIREMENTS

AT&T will require Access Suppliers to self-report on Provisining Direct Measurements of Quality (DMOQ) shown below.

E.2.1 DMOQ: OTP_CDD

Spreadsheet Name: OTP_CDD

E.2.1.1 Definition
The Access Supplier provisions Access Services in such a manner that if CDDD (Customer Desired Due Date) cannot be
met, the access supplier is to provide a date back to AT&T that will be met (an intelligent Firm Order Commitment (FOC) or
Committed Due Date (CDD)).

E.2.1.2 Key Measurement

Percent of On Time CDD

E.2.1.3 Algorithm
On Time Performance LEC Due Date is calculated by dividing the number of ASRs/Orders that have met CDD, by the
number of ASRs/Orders completed in the reporting calendar month. AT&T, Customer and Other Meet Point Access Provider
caused defects should remain in the universe, but are not charged as Access Supplier defects, however an order is not to
be coded as CNR if the turn up attempt was after the CDD.

E.2.1.4 Formula
(Total number of ASRs/Orders completed on time with reference to LEC Due Date /Total number of ASRs/Orders completed
within the reporting period) X 100
"X" indicates monthly self reporting applicability

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 2019 PROVISIONING PERFORMANCE STANDARDS
Effective: 01/01/2019

E.2.2 DMOQ: Provisioning FOC Cycle Time (CT) from Clean ASR Receipt to FOC
Spreadsheet Name: CT_CLEAN_FOC

E.2.2.1 Definition
The Access Supplier provides an intelligent Firm Order Confirmation (FOC) on Access Service Orders (ASRs) that
will be one that AT&T can expect to be as reliable and that will be met.

E.2.2.2 Key Measurement

Average provisioning cycle time in Calander days for the Access Supplier to provide an intelligent FOC from the
time of a Clean Order to FOC.

E.2.2.3 Algorithm
Provisioning FOC Cycle Time from clean ASRs/Orders receipt is calculated per service type by dividing the Total
number of calendar days between the clean ASRs/Orders receipt date and ASRs/Orders FOC issued date in the
calendar month by the total number of ASRs/Orders completed in the calendar month.

E 2.2.4 Formula
Total Cycle Time in Calander days from Clean Order-FOC issuance for ASRs completed in the month/Total number
of ASRs completed in the month.

"X" indicates monthly self reporting applicability

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
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E.2.3 DMOQ: Provisioning Cycle Time (CT) from Initial ASR Receipt to Completion
(ABS/Wireline)
Spreadsheet Name: CT_INITIAL

E.2.3.1 Definition
Provisioning Cycle Time from Initial ASRs/Orders receipt is the average duration of all provisioning ASRs/Orders calculated
from the date the Access Supplier receives the initial ASRs/Orders to the date the access circuit is accepted by AT&T.
For the purposes of self-reporting, initial receipt date of the ASRs/Orders is the date the ASRs/Orders is recognized in the
Access Supplier’s system. Acceptance of the access circuit by AT&T is by one of the following methods: Bonded completion
notice; PTA completion; verbal acceptance after cooperative testing; and other agreed upon methods.

E.2.3.2 Key Measurement

Average provisioning cycle time in calendar days.

E.2.3.3 Algorithm
Provisioning Cycle Time from Initial ASRs/Orders receipt is calculated per service type by dividing the TOTAL number
calendar days between the Initial ASRs/Orders receipt date and ASRs/Orders completion date for ALL ASRs/Orders
completed in the calendar month by the total number of ASRs/Orders completed in the calendar month.

E.2.3.4 Formula
(Total number of calendar days between the initial ASRs/Orders receipt date and ASRs/Orders completion date for all
ASRs/Orders completed in the calendar month / Total number of ASRs/Orders completed in the calendar month.)

"X" indicates monthly self reporting applicability

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
Effective: 01/01/2019

E.2.4 DMOQ: Provisioning Cycle Time (CT) from Initial ASR Receipt to Completion w/o CNR
(ABS/Wireline)
Spreadsheet Name: CT_INITIAL w/o CNR

E.2.4.1 Definition
Definition: Provisioning Cycle Time from Initial ASRs/Orders receipt is the average duration of all provisioning ASRs/Orders
calculated from the date the Access Supplier receives the initial ASRs/Orders to the date the access circuit is accepted by
AT&T with CNR time removed. CNR is defined as customer not ready, and is not to be confused with C/NR which is
Clarfication Notifiction Request. It is strictly for end customer and site readiness reasons, not clarifications/supps.
For the purposes of self-reporting, initial receipt date of the ASRs/Orders is the date the ASRs/Orders is recognized in the
Access Supplier’s system. Acceptance of the access circuit by AT&T is by one of the following methods: Bonded completion
notice; PTA completion; verbal acceptance after cooperative testing; and other agreed upon methods.

E.2.4.2 Key Measurement

Average provisioning cycle time in calendar days.

E.2.4.3 Algorithm
Provisioning Cycle Time from Initial ASRs/Orders receipt is calculated per service type by dividing the TOTAL number
calendar days between the Initial ASRs/Orders receipt date and ASRs/Orders completion date with CNR time removed for
ALL ASRs/Orders completed in the calendar month by the total number of ASRs/Orders completed in the calendar month.

E.2.4.4 Formula
(Total number of calendar days between the initial ASRs/Orders receipt date and ASRs/Orders completion date with CNR
time removed for all ASRs/Orders completed in the calendar month / Total number of ASRs/Orders completed in the
calendar month.)

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
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E.2.5 DMOQ: Provisioning Cycle Time (CT) from Initial ASR Receipt to Completion for On-Net
Spreadsheet Name: CT_INITIAL_ON_NET

E.2.5.1 Definition
An On-Net is termed as: facilities exist to the building, and can be completed within specified target. Special Services may
need to install SFP or card at test & turn-up. Refer to Note 16.
No order exclusions apply.

E.2.5.2 Key Measurement

Average provisioning cycle time in calendar days.

E.2.5.3 Algorithm
Provisioning Cycle Time from Initial ASRs/Orders receipt is calculated by dividing the total number of calendar days between
the Initial ASRs/Orders receipt date and ASRs/Orders completion date for On-Net ASRs/Orders completed in the calendar
month by the total number of On-net ASRs/Orders completed in the calendar month.

E.2.5.4 Formula
(Total number of calendar days between the initial ASRs/Orders receipt date and ASRs/Orders completion date for On-Net
ASRs/Orders completed in the calendar month / Total number of On-Net ASRs/Orders completed in the calendar month.)

"X" indicates monthly self reporting applicability

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
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E.2.6 DMOQ: Provisioning Cycle Time (CT) from Clean ASR Receipt to Completion
(Mobility/Wireless)
Spreadsheet Name: CT_CLEAN

E.2.6.1 Definition
Provisioning Cycle Time from Clean ASRs/Orders receipt is the average duration of all provisioning ASRs/Orders calculated
from the date the Access Supplier receives the clean ASRs/Orders to the date the access circuit is accepted by AT&T.
For the purposes of self-reporting, clean receipt date of the ASRs/Orders is the date the ASRs/Orders is accepted in the
Access Supplier’s system as a workable order. Acceptance of the access circuit by AT&T is by one of the following methods:
Bonded completion notice, verbal acceptance after cooperative testing, and other agreed upon methods.

E.2.6.2 Key Measurement

Average provisioning cycle time in calendar days.

E.2.6.3 Algorithm
Provisioning Cycle Time from Clean ASRs/Orders receipt is calculated per service type by dividing Ttotal number of calendar
days between the Clean ASRs/Orders receipt date and ASRs/Orders completion date for ALL ASRs/Orders completed in
the calendar month by the total number of ASRs/Orders completed in the calendar month. Cycle time for Wireless would
need to be calculated at the circuit level, since there could be multiple circuit orders on one PON.

E.2.6.4 Formula
(Total number of calendar days between the clean ASRs/Orders receipt date and ASRs/Orders completion date for all
ASRs/Orders completed in the calendar month / Total number of ASRs/Orders completed in the calendar month.)

"X" indicates monthly self reporting applicability

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
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E.2.7 DMOQ: % of ASRs FOC < 10 Calendar Days (ABS/Wireline)

Spreadsheet Name: % FOC < 10 Days

E.2.7.1 Definition
The Access Supplier provides an intelligent Firm Order Confirmation (FOC) on Access Service Orders (ASRs) that will be
one that AT&T can expect to be reliable and that will be met.

E.2.7.2 Key Measurement

Percent of ASRs/Orders FOC’d

E.2.7.3 Algorithm
% of ASRs/Orders FOC’d < 10 Calendar Days is calculated by dividing the number of ASRs/Orders that have FOC’d < 10
Calendar days time from the date the Access Supplier receives the Clean ASRs/Orders, by the number of ASRs/Orders
completed in the reporting calendar month.

E.2.7.4 Formula
(Total number of ASRs/Orders that have FOC issued < 10 Calendar days in the calendar month / number of ASRs/Orders
completed in the reporting calendar month ) X 100

"X" indicates monthly self reporting applicability

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
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E.2.8 DMOQ: % of ASRs CT < 50 Calendar Days (Initial to Complete)

Spreadsheet Name: % CT < 50 days

E.2.8.1 Definition
% of ASRs CT < 50 Calendar Days is the percent of all provisioning ASRs/Orders calculated from the date the Access
Supplier receives the initial ASRs/Orders to the date the access circuit is completed < 50 Calendar days.

E.2.8.2 Key Measurement

Percent of ASRs/Orders < 50 Calendar Days

E.2.8.3 Algorithm
% of ASRs CT < 50 Days is calculated by dividing the number of ASRs/Orders that have completed < 50 Calendar days
time from the date the Access Supplier receives the initial ASRs/Orders, by the number of ASRs/Orders completed in the
reporting calendar month.

E.2.8.4 Formula
(Total number of ASRs/Orders that have completed < 50 Calendar days in the calendar month / number of ASRs/Orders
completed in the reporting calendar month ) X 100

"X" indicates monthly self reporting applicability

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
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E.2.9 DMOQ: TOTAL WIP (Orders)

Spreadsheet Name: Total WIP

E.2.9.1 Definition
Work In Progress (WIP) is a snapshot, in the last week of the reporting month, of all new orders that have not yet been
completed (in any stage Receipt to Completion) reporting is to be on ABS Ethernet, Mobility TDM and Mobility Ethernet.

E.2.9.2 Key Measurement

Count of WIP orders in the calendar month

E.2.9.3 Algorithm
Count of all orders that have not been completed.

E.2.9.4 Formula
Count of all orders that have not been completed.

"X" indicates monthly self reporting applicability

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
Effective: 01/01/2019

E.2.10 DMOQ: WIP_Past Due

Spreadsheet Name: Past Due

E.2.10.1 Definition
Past Due is an order that has missed Supplier CDD by 1 day or more.

E.2.10.2 Key Measurement

Count of ASR’s in the calendar month

E.2.10.3 Algorithm
Order that has missed Supplier CDD by 1 day or more.

E.2.10.4 Formula
Order that has missed Supplier CDD by 1 day or more.

"X" indicates monthly self reporting applicability

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 2019 PROVISIONING PERFORMANCE STANDARDS
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E.2.11 DMOQ: WIP_Past Due > 30 Calendar Days

Spreadsheet Name: Past Due > 30

E.2.11.1 Definition
Past Due >30 is a count of all pending orders that are greater than 30 Calendar Days of Supplier CDD.

E.2.11.2 Key Measurement

Count of pending ASR’s that are > 30 Calendar Days past due in the calendar month.

E.2.11.3 Algorithm
Count of all orders that are greater than 30 Calendar Days of Supplier CDD.

E.2.11.4 Formula
Count of all pending orders that are greater than 30 Calendar Days of Supplier CDD.

"X" indicates monthly self reporting applicability

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
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E.3 TARGET PERFORMANCE CRITERIA

The following Performance target criteria for each DMOQ apply to all service types when applicable.

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
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E.4 QUALITATIVE PERFORMANCE STANDARDS ENVIRONMENT

Qualitative Performance standards create the operating environment in which all work takes place between AT&T and the
Access Supplier. These are standards or general activities that will not be tracked and tallied on a monthly basis, but rather,
these standards and general activities embody a way of working that is useful in accomplishing flawless service. These
qualitative performance standards are applicable to all Special Access Service requests.

E.4.1 Adhere to Design Parameters

 The Access Supplier properly identifies the AT&T circuit ID and the Access Supplier circuit ID at the Network Interface.
 The Access Supplier must install Network Interface equipment that meets ANSI Standards, as well as, equipment
that has been certified for use on Ethernet Services. Customer Premises must support the generation of Network
Performance Reporting Messaging (NPRM) and must be fully optioned and operational at the time of completion.
 The Access Supplier is to tag the demarcation with both the AT&T ID (for ABS) and Supplier ID (for both ABS and
Mobility).
 The Access Supplier is expected to install remotely loopable ‘Smart Jacks’ on all Access Services.
The DLR interval requirements for applicable services are as follows:

E.4.2 Deliver Accurate, Complete and Timely Information and Notification

The Access Supplier will send the DLRs when requested through the Mechanized DLR (M-DLR) process or non-
mechanized process, as appropriate.
The Access Supplier will provide tie-down in the format of Frame ID/ Bay/Panel/Jack for all services in the proper field to
enable mechanized delivery of information without fall out, when requested. If Tie-down is not provided, the Access Supplier
On -Site Work Force will assist in the determination of Tie-down in the required format when requested.
The Access Supplier will respond to Service Request Inquiries and CAS Questionnaires for Services or any other entrance
facility requirement within 5 business days of receipt.
AT&T expects the Access Supplier to monitor progress of each order and to provide jeopardy notification as soon as the
Access Supplier becomes aware of a jeopardy situation. Jeopardy notification should be sent electronically and include, at
a minimum, the following information: Access Supplier contact name and telephone number, detailed explanation of
jeopardy, expected resolution, and escalations (if required).
The Access Supplier completes disconnects on the requested due date (CDDD) and discontinues billing, unless notified to
the contrary by AT&T.
The Access Supplier will provide AT&T an escalation /emergency / after-hours / chronic / re-home coordination / translation
trouble procedure and assures that updates are made to that list within 48 hours of any change in contacts.
The Access Supplier will coordinate provisioning through a Single Point of Contact (SPOC) for each major service area
(state / NPA / city), as appropriate.
The Access Supplier will provide AT&T National Access Management a Project Management Contact name and telephone
number, and Access Supplier will manage projects as requested by AT&T.
Access Supplier will provide AT&T National Access Management a list of Escalation Contact names and telephone numbers
(1st through 5th level of management) and hours of operation and assures that updates are made to that list within 48 hours
of any change in contacts. If the Supplier has completed negotiations with AT&T and implemented a Tier II/Tier III SPOC
process that is current and in line with AT&T performance standards, that process should be used for escalations and
expedites in lieu of these requirements.

20 © 2016 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated
companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
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E.4.3 Expedites and Improved Customer Desired Due Date

AT&T’s performance standards for Customer Desired Due Date (CDDD) are based on customers’ needs. AT&T will make
every reasonable effort to meet the CDDD. This can include changes to shorten the originally requested installation date or
a request for a due date that is shorter than the Access Supplier’s standard interval for the service being requested. The
Access Supplier is informed of a request for an expedited installation by AT&T's use of a "Y" (yes) in the appropriate field
on the ASRS/Orders. Such request by AT&T also indicates its acceptance of expedite charges, if any, per applicable Access
Supplier tariffs or contract. An AT&T work center contact number is always provided. The Access Supplier is expected to
do what is necessary to meet the requested expedite date. Additional expedite charges are not authorized if Access Supplier
completes and sends Provider Test Access (PTA) or turns up service prior to the CDDD without specific request by AT&T.
In situations where the customer’s installation requirements involve weekend, holiday, and/or off-hour provisioning, AT&T
expects the Access Supplier to comply with those requirements on a negotiated individual case basis.

E.4.4 Perform Authorized Work

The Access Supplier performs pre-service testing routines as required by AT&T. These routines are completed to the Point
of Interface (POI). The Access Supplier maintains these pre-service "benchmark" tests and provides them, as requested,
to AT&T.The Access Supplier shall have the capability, including trained personnel, technology, systems, procedures, and
processes to perform pre-service testing and acceptance of all services provided.
The Access Supplier performs Service Acceptance Tests (SAT) and Network Validation Tests (NVT) with the result of zero
defects before turning an AT&T ordered SONET Ring over to AT&T for testing and acceptance.
The Access Supplier promptly restores all disconnects in error, regardless of fault.

E.4.5 Self-Reporting Process

The Access Supplier develops a self-measurement process for all AT&T DMOQs as defined in the AT&T Access Supplier
Provisioning Self-reporting Job Aid (E.5 PROVISIONING - SELF REPORTING JOB AID) and accurately self-reports
performance data in a timely manner.

E.4.6 Statistical Process Control (SPC) Information

The Access Supplier should develop the tools needed to provide the following statistical data upon requested:
SPC Charts for On-time Performance for current and preceding 23 months
Detailed Root Cause Analysis of defects for DMOQs not meeting target performance
GAP Closure Plan (Identifies initiatives to close performance gaps)
Cycle Time Report for Ethernet Services.

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companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
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E.5 PROVISIONING - SELF REPORTING JOB AID

Note: Cancelled ASRs/Orders should not be included in any of the DMOQ algorithms. (ASRS/ORDERS Supp Type = '1')

Checking for AT&T expects to receive the self-reported results on or before the 10th day of the current month
Accuracy (containing the previous month’s results). If the 10th of the month falls on a weekend or holiday,
the data should be sent to AT&T by COB on the first available business day.

Delivery The spreadsheet should be sent to:

Requirements Email address: [email protected], as well as, your AT&T Access Vendor Manager

Data If AT&T or the Access Supplier detects errors in the Self-Reported data file, a corrective file must
Corrections be re-submitted within 2 business days. The Access Supplier must also include an explanation
of the defect in the e-mail that accompanies the Self-reported data file. The Access Supplier
must have concurrence from AT&T’s National Vendor Manager, that the revision is significant
enough to warrant a resend. If the new data and concurrence is received prior to the current
months’ run, it will be included in the reports. However, if it is received after the deadline, it will
not be included until the following month, with an associated footnote denoting the change.

Validation The Access Supplier may be expected to go through a validation process initiated by AT&T to
validate their self-reporting process.

Change The Access Supplier is expected to notify AT&T of any changes in their provisioning process, or
Control self-reporting process that might impact the self-reported results. AT&T may choose to re-
validate the results if the changes are significant.

E.6 RAW DATA JOB AID

The Access Supplier is required to populate the file, “Order Report 2019MMDD_Supplier name”, each month with data on
all the order. The raw data allows AT&T to easily audit, analyze, and aggregate missed reasons on DMOQ data. There is
only one tab in " Order Report 2019MMDD_Supplier name” spreadsheet, we only require you to update the 1st sheet of
Order report from Column A to Q in the spreadsheet.

22 © 2016 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated
companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
Effective: 01/01/2019

E.7 SELF-REPORTING QUALITY QUICK CHECK

AT&T Quality Check

The following steps are quick checks that should be performed prior to sending Self-Reported Data spreadsheets to
AT&T. The purpose of the spreadsheet review is to minimize the amount of rework that may be required, if errors are
detected. Resubmitting spreadsheets to correct errors delays our Results Reporting process.

METHODOLOGY

General Items for Verification:

Verify Date to ensure they reflect the current reporting month.

Verify Access Supplier codes (referred to as CV in the spreadsheet). (Please contact your AT&T National Access
Vendor Manager for the Access Supplier Code)

Ensure “REPORTED” column is completely populated with a “Y” (meaning “Yes” the Access Supplier is reporting that
particular DMOQ/SERVICE Combination), or an “N” (meaning “No” the Access Supplier is not reporting that particular
DMOQ/SERVICE Combination). A “Y” may be reported even if the universe is equal to zero. For instance, an Access
Supplier may report on ABS_DS1 DMOQs, but not have an opportunity for a given month.

Ensure the latest version of the self-reporting spreadsheet is being utilized. The new file to be used to self-report
results is titled ABC”YYYY””MM”P(Example: QST201801P), with an issue date of 01/01/2018. Here
ABC : Access Supplier Code
YYYY: Reporting Year
MM : Reporting Month
P: Provisioning

Scan the “CALCULATION” column to ensure there are no negative entries, or entries > 100%.

Scan all results for consistency month over month; unless something extraordinary has occurred within the Access
Supplier processes, results should not greatly vary from month over month.

Ensure that field names are consistent with the original format contained within the 2018 prov.xls file. For instance,
verify that DMOQ and SERVICE fields are represented exactly as the original format. Failure to capture these field names
correctly will result in the exclusion of those results.

The Access Supplier should review their monthly volumes and confirm that the volume is within a reasonable range. For
example, if an Access Supplier usually has a universe of 300 DS1s each month, and the current report shows a result that
equates to 50 more or less than the previous month, then that result should be reviewed for accuracy prior to sending the
spreadsheet to AT&T. Understanding volumes and the impact of volume in relation to performance should prove to be
meaningful to the person(s) performing Root Cause Analysis. A general rule to follow is to expect a 5% decline in
performance, based upon a volume increase of 1000.

23 © 2016 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated
companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.
 2019 PROVISIONING PERFORMANCE STANDARDS
Effective: 01/01/2019

E.8 CONTINGENCY EXPECTATION PLANNING

E.8.1 Key Guiding Principles

Access Supplier will provide the necessary qualified resources in the event of a work stoppage, natural disaster or man-
made disaster, in such a manner that supports business as usual operations. In the event of a work stoppage the Access
Supplier will provide the necessary qualified resources to backfill union representative positions. This includes, but is not
limited to, 800 numbers, prompts, E-Bonding, e-mail recipients, and escalation paths. Any changes to normal processes
should be positively communicated to AT&T prior to implementation. AT&T also expects to have input into such deviations
from the normal processes in order to minimize potential impacts. In the event business as usual is not anticipated, the
Access Supplier will have contingency plans in place to effectively minimize impacts.
The Access Supplier AT&T account team members should be reachable and accountable for new and/or ongoing issues,
regardless of their contingency assignments. These functions will become more critical in the event of a work stoppage.
AT&T reserves the right to decide which ongoing initiatives and major projects should continue and the relative priority of
each. This will include orders that have already been issued to the Access Supplier prior to a work stoppage as well as
those issued during the work stoppage.
In the event the Access Supplier contingency workforce falls behind in workload and due dates are being missed or
maintenance tickets being delayed, AT&T reserves the right to restate its due dates according to the latest business priorities
and establish priorities for restoration of tickets. These priorities will be discussed during the joint daily status calls.

E.8.2 Access Provisioning

Document Deviations from the Normal Provisioning Process:
1. Establish hours of operations and out of hours processes (AT&T expects the Access Supplier to support a 5 x12
hour operation).
2. Identify the minimum through-put objective for day 1 of the strike/event with increasing minimums as the
strike/event continues.
3. Establish tracking mechanism to monitor order progression and performance tracking.
4. Establish daily ops to ops status calls between SPOCs for order/issue statusing.
5. Establish daily executive calls until negotiated differently.
6. Establish a Prioritization Process and identify the mechanisms that will be used to communicate and process
AT&T’s priority list.
a. TSP, Medical, Health, and Safety, Government and Military
b. SONET, CNI, T3, Critical Projects (e.g. SATT)
c. Customer Special Handling (ACE Accounts)
d. Standard Production Customers (Factory)
7. Establish a plan to address Security clearances.

24 © 2016 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated
companies. All other marks are the property of their respective owners. AT&T Proprietary (Internal Use Only). Not for use or disclosure outside the AT&T companies except under written agreement.