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OPENREACH – Service Delivery (SD) `Our Performance in SD’

Please find attached correspondence from the company which sets out the agreed way forward relating to the changes to performance management in Service Delivery Field (this includes Regional Field teams, National Operations and Frames). The National Team (NT) have worked hard to ensure that the principles agreed previously (annex A) have been maintained and strengthened to ensure that the cultural change is delivered. There are safeguards throughout the new approach which Branches will have direct input to as the new way of working is rolled out.

There are a number of important issues for Branches to note contained within the letter and appendices which are highlighted below for ease of reference.

The Team Based Working dashboard and My Performance app were switched off on the 5th April 2017. Individual performance data is therefore no longer available.

The new Our Performance dashboard will be switched on and available for managers on Monday 24th April and team members on Tuesday 2nd May 2017. In addition GM led all manager events will be held between the 24th April and 5th May to rollout the new approach and SPOCs have been invited to attend. This will be followed during May and June with OM led team meetings to which Branches can send a representative. These will be crucial steps in the rollout process as consistency of message and approach will determine the success of the changes. In addition Our Performance will become a standing item on the agendas for the monthly GM/SPOC/Branch meetings.

A key issue for our members was managers access to individual performance data which led to micro management and inappropriate conversations regarding someone’s actions every minute of every hour of every day. That approach will cease with the approach being driven by teams working together to become more successful as a collective. The new dashboard is attached in annex B.

The NT have agreed that to help embed the transition to the new approach that from 1st July 2017 for a period of 6 months there will be no further informal or formal performance management plans raised. In addition all existing unsupported plans will be ceased prior to the 1st July 2017, all supported informal plans reviewed by the 31st May 2017 and closed if not aligned to the new approach and finally any remaining supported and formal plans reviewed by the SPOC and GM by the end of June 2017. The NT believe this will be welcomed by members and will create the environment for all those involved to be positively involved in the transition.


For clarity, normally all informal cases are raised as ‘unsupported’ (Informal Performance Unsupport), however there is an option for ‘supported’ in the HR system (inf perf HRS support), which is the option Openreach also use as a result of having the HR helpdesk in South Shields dedicated to SD, to make sure even at the informal stage the conversations are aligned to the 5 key principles.


Going forward there will be no reports detailing individual productivity data circulated to SD Operational Managers (OMS or SOMs) except in those circumstances agreed and that data will be directly relevant. Those include new recruits for a period up to 12 months (or on transfer to the Regions whichever comes first), for those who have undertaken core upskill training (for a maximum of 3 months) and where a team determine it is appropriate to address an issue identified and they will agree the timeframe that it will be available. These circumstances are all intended to ensure that the appropriate support and coaching is in place and it will not lead to the type of environment which existed previously.


All individual data will be held by the Production Planning team and can only be accessed via the agreed quality gates outlined in annex C and in line with paragraphs 4.iii, iv and vi. Details regarding the number of times data is requested and by whom will be shared with the CWU at the monthly meetings referred to above.


With regard to the Field Engineering Behaviours (FEB) report, managers will no longer be able to access the Day-1 information and will deal with any conversations relating to the details based on the 5 week trended data only (annex D). Guidance relating to how that information will be used will be the subject to agreement with the CWU NT. If there is a requirement to access the Day-1 report that will be the subject of a further quality gate, the terms of which will be the subject of agreement with the CWU.


The rollout of Our Performance will be the subject of two formal reviews. The first with the NT after 3 months and the second with the NT and all SPOCs after 6 months. As the rollout and process will be part of the ongoing monthly meetings held in each Region there will be plenty opportunity for Branches to raise any issues encountered at the time. The overall rollout plan is contained in annex E.

Branches will recall from previous correspondence circulated in LTB 401/2016 that the NT had agreed the following with Openreach that they would;


Introduce wholly team based measures.
Remove individual team member targets.
Remove G banded rating from our measures.

This has been achieved in both the detail of the dashboard and the processes going forward. There are clear commitments in the most recent correspondence to move away from the minutia and hold conversations that are more purposeful. This will not be an easy transition for many but with the safeguards in place, the monthly meetings involving all Branches and the two formal reviews the NT believes that the crucial changes demanded by our members can be delivered.

The information referred to in paragraph 8 with regards to compliance reports etc will be reviewed by the NT and circulated prior to the 1 July 2017.

Any enquires regarding this LTB should be sent to my office in the first instance.


Yours sincerely,



DAVIE BOWMAN                                                                                        

Assistant Secretary





LTB 131/2017

 No. 131/2017 Ref: DJ/ML Date: 2 March 2017


Dear Colleague

BT Flexible Benefits
The Personnel Team met BT on Monday 13th February 2017 when a presentation was given on the company’s intention to provide flexible benefits for all employees. These benefits were not negotiated or agreed by the Union. 
The new scheme will replace the existing ‘Choices’ scheme that applies to Reward Framework grades and ‘Benefit Bundles’ that apply presently to EE employees; the scheme will cover around 50,000 employees.
The scheme will open at the beginning of March this year where employees will have a two week window to choose the benefits on offer. Initially the flexible benefits offer was trialled in Plusnet. 
There is reference within the documentation to the buying of extra annual leave however, this will not be open to members in Openreach. The team pointed out that the benefits were intended for everyone and it would seem that the company can pick and choose who receives them. The Union believes this is an own goal in the company’s efforts to encourage engagement from its employees.  
As for the benefits, Branches may wish to point out that the Union has its own benefits package a number of them better than the ones on offer from BT. I have copied the link for Branches and members to compare.
Attached to this LTB are the slides presented to the Personnel Team. Also below is a set of questions and answers.
Health insurance – do previous/current health conditions affect the price? Do any health conditions affect eligibility?

Is there a qualifying period/any restrictions for any of the benefits ie sign up and then have to wait before use?

Voluntary PMI

Please note: 
• There are some conditions and treatments that AXA PPP healthcare's plans do not cover. Please refer to the plan handbooks for more information. 
• These healthcare plans are designed to cover necessary treatment of new medical conditions that arise after you join. Any terms which apply to treatment of medical conditions which you had before you joined will be confirmed on your membership certificate. 
• The mandatory excess on each of these policies is £100.
Moratorium underwriting: Any medical conditions, symptoms and check-ups you've had in the last 5 years, and in some cases certain specified conditions, will be excluded from cover for the first two years. As long as you are completely free of any form of treatment or advice (including medication) for a consecutive two year period once you join, we will cover it for you in the future subject to the terms of the plan.
Voluntary Dental 

What if I have pre-planned treatment? 


Unum Dental accept all pre-existing conditions (except mouth cancer), so as long as you wait for your insurance to start before starting the course of treatment, you will be able to make a claim.
Healthcare cash plan AXA 
12 months qualifying period for Childbirth and Psychiatric in patient treatment (max of 21 days benefit) 
Buying holiday in Consumer – can LM actually and realistically approve buying of leave when they don’t approve the taking of it? 
The company has discussed this with the resourcing lead for Customer Care and raised the issue of a possible disconnect here. The potential of this has been recognised and they will consider what comms are required on this to ensure it is successful. 

Any enquiries from Branches regarding this LTB should be referred to my office in the first instance.
Yours sincerely

Dave Jukes
Assistant Secretary 

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