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Telstra TV

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With the rise of Telstra TV in the market place, there are several requirements that ISGM subcontractors must be aware of before commencing installation.

Telstra TV was launched last last year and is a home entertainment device that connects Telstra customers to a variety of streaming media such as films and TV.

Telstra TVTelstra TV – Key requirements

  • Technicians need to complete the Telstra TV Overview for Field Technicians (NBN01106A:001, A) course on Telstra My Future before they can install Telstra TV;
  • By completing the course, technicians can increase the number of TOWs that are available based upon their skill and will also reduce possible travel;
  • Technicians cannot sell Telstra TV to customers – they are only to be supplied if Telstra TV is on the Ticket of Work (TOW);
  • Material orders for Telstra TV devices will be tracked;
  • Telstra TV installation is covered under the SOR “All Professional Installations for NBN, ADSL and HFC include up to 5 devices” (as per the Work Instruction available on CMS).

For your reference

  • For more on the installation process, take a look at the Telstra TV Installation Video here.
  • More information can also be found under Field Essentials > Products and Work Instructions > Telstra Platinum Documentation.

The post Telstra TV appeared first on ISGM.


Quality reminder: Use of the GTTJQ clearance code

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When undertaking joint rehabilitation, be sure to complete the task to a compliant standard and then close out the job by using the GTTJQ clearance code.

Joint rehabilitation – Key steps

  •  Rehabilitate the joint to a compliant standard, which includes the use of onion bags, silica gel, support bars, pride tags, cable labels and/or sealant, as required.
  •  It is not acceptable to leave a joint damaged or undercut.
  •  Following joint repair, apply the GTTJQ clearance code as the second code when closing a Ticket of Work (TOW). (See screenshot below)

gttjqIf you have any further questions about joint rehabilitation, please contact your Team Manager.

The post Quality reminder: Use of the GTTJQ clearance code appeared first on ISGM.

Need a new vehicle or equipment? Chat to SME Finance Group – Advertising feature

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SME-Finance-GroupContractors in the trade services sector rely on good functional vehicles to get the job done every day.  The challenge though is where they acquire the right vehicles at the right price along with finance packages that provide a flexible repayment program to meet the cash flow available.

SME Finance Group provide a complete procurement and financing solution to the trade services sector. Whether you are a sole trader or a large contracting business SME will provide you with a complete range of vehicles at heavily discounted prices normally only offered to large corporates or fleet owners.  This is backed by finance packages for vehicles, tools and all types of equipment at competitive terms and interest rates leveraging over 30 years’ experience supporting businesses just like yours.

If you are a corporate who engages a large contractor workforce, SME can provide you with the procurement and financing program that will deliver reliable compliant vehicles to your entire network.  We can even manage your fleet so you can get on with what you do best.

Our mortgage finance division arranges competitive loans across both commercial and residential properties. SME can provide both full doc and low doc facilities, interest only and second mortgage options all at competitive interest rates and terms.

SME can also offer business cash flow lending facilities including debtor finance and unsecured loans for business. If your business needs cash at short notice SME has the facilities that can provide a solution within 48 hours.

Call SME Finance Group on 1300 ASK SME (1300 275 763) and discover that “We are not a bank and do what the big banks cannot”.

About SME

SME Finance Group Pty Ltd (SME) is a finance company specialising in asset finance, mortgage finance and business cash flow lending with a long history of providing solutions to the trade services sector.

Visit the SME website to find out more.

Please note: This is an advertising feature. Subcontractors should seek independent professional advice about their circumstances.

 

If your company would like to advertise with ISGM in a future edition of Pillar to Post, please contact communications@isgm.com.au

The post Need a new vehicle or equipment? Chat to SME Finance Group – Advertising feature appeared first on ISGM.

Safety updates: Drug and Alcohol Management Procedure, Safe driving over Easter, I&M Safety Committee, Gas cooker warning

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ISGM Drug and Alcohol Management Procedure

It is an expectation that workers at ISGM and client locations are not under the influence of drugs or alcohol that may put themselves or others in danger.

Your company’s Agreement with ISGM requires it to comply with ISGM’s Drug and Alcohol Policy and Drug and Alcohol Management Procedure as well as ensure its workers comply with that policy and procedure. The Drug and Alcohol Policy says workers and visitors to ISGM and client locations must ensure their work performance is not impaired by the misuse of alcohol and/or drugs (including over the counter drugs).

In line with industry best practice and following extensive consultation with subcontractors on our safety committees, we have engaged The Drug Detection Agency (TDDA) to undertake random drug and alcohol testing, starting this March. We believe this is the right approach to ensure harm minimisation and risk mitigation in the field.

What will be involved?

  • Random drug and alcohol testing (saliva and breath testing) will commence from March 2016 onwards for subcontractors’ workers engaged in ISGM activities.
  • If selected, a subcontractor’s worker will be required to participate in the test or cease their ISGM activities.
  • Tests will be conducted by the TDDA at random, take about 10 minutes and the cost of the test will be covered by ISGM.
  • A worker that tests positive for alcohol (above 0.00% for field work) or non-negative for drugs must immediately cease their ISGM activities. Note: provisions exist if the subcontractor’s technician advises TDDA that they are taking prescription or non-prescription medication before the test which may allow them to continue working if safe to do so.

Why are we introducing this program?

The purpose of the Drug and Alcohol Management Procedure, including random testing, is to make the workplace safer. This Procedure:

  • demonstrates ISGM’s commitment to discharging its duty of care to workers and helps to minimise the risk of alcohol and/or drug misuse, which might have a detrimental effect on workers’ health or safety.
  • aims to assist subcontracting companies to identify workers with substance abuse issues /dependence so they can assist those workers in undertaking rehabilitation programs (counselling and treatment).

It is an increasing requirement of clients for partner organisations to have policies and processes relating to drug and alcohol management. For example, the Victorian Government mandated drug and alcohol testing on government-funded construction sites in 2014 while NBN has a zero tolerance approach at its construction sites.

More information

  • Please read the Drug and Alcohol Management Procedure available on CMS.
  • We welcome your company’s feedback – should your company have any comments or questions, please email hse@isgm.com.au or speak with your company’s regional HSE Advisor.

The introduction of random testing will prevent harm, make our work environment safer and promote the health and wellbeing of all workers.

Safe driving over Easter

The Easter holiday period is one of the busiest times on Australia’s roads. Please exercise caution and patience when travelling between jobs. ISGM wants everyone home safely  to their family and friends every day.

ISGM I&M HSE Committee

ISGM’s I&M HSE committee meets regularly to help identify health and safety issues and make sure every one gets home safely every day. Your current HSE representatives for I&M are:

IM HSE committee

We currently have vacancies on our I&M HSE Committee and in March, we will be calling for nominations to join as a subcontractor representative.

Gas cooker warning

A new safety warning has been issued over potentially lethal “lunchbox” gas cookers after two exploded and caused injury recently in Queensland.

Queensland authorities have advised not to use portable Butane ‘Lunchbox’ Cookers manufactured before July 2015, when manufacturing standards changed.

ISGM subcontractors who use these items to cook their lunches and boil their billies at worksites are advised to check the cooker’s compliance plate for the manufacturing date and replace any made before July 2015.

For more information, please refer to the Queensland government website for affected brands and models.

The post Safety updates: Drug and Alcohol Management Procedure, Safe driving over Easter, I&M Safety Committee, Gas cooker warning appeared first on ISGM.

iSTAR winners – February

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Congratulations to our iSTAR winners for February. These subcontracting companies have gone above and beyond the normal expectations with customer service, quality work, productivity and team work.

Southern Region —  Media Electronics Group Pty Ltd: Maksim Stojanovic

Maksim Stojanovic“Maksim is an honest and hardworking CCT that always makes himself available for deployment and is always willing to work back very late to meet his commitments. Maksim often goes above and beyond the call of duty to vigilantly complete work and assist others. He constantly takes on difficult/complicated TOWs in difficult areas and never complains. Maksim always puts the customer first, with the very recent example of attending site with a last-minute, 5pm appointment to provide PSTN and ADSL services. Maksim is a credit to his company and ISGM as an ambassador and representative.” Peter Panagiotou, Team Manager, Southern

Northern Region — Barden Network Engineering Pty Ltd: Mark Barden

Mark Barden“Mark has been and is a major contributor in my team helping with training other subcontractor’s on joint replacements and First In Fix it. He has also donated his time in helping me set up a training facility at Mooloolaba exchange. He has designed and completed most of the work for the training facility, which will over time increase the skill level of my entire team. He is always willing to do the extra hard yards to get the job done.” Peter Brighton, Team Manager, Northern

Central Region — Alden Operations Pty Ltd: Warren Howard

Warren Howard“Warren is a new CCT to I&M and is getting good verbatim back from his customers. An example: ‘I commend Warren for his diligent work when he came to fix our phone last Saturday. Warren was very persistent in pursuing the issue and, due to his diligence, he located the problem. This was great for us as we had been having constant problems with phone noise and intermittent to no internet for over two weeks. My wife and I were impressed with Warren’s attitude to his job and very happy that the phone line was fixed. Please thank him again for his efforts’.” Mick Foster, Team Manager, Central

Western SA Region — DJ Telecommunication Pty Ltd: Davis Labiche

Davis Labiche“Davis has been on TA in central region since mid-January and he has averaged about 6 jobs per day. His last three customer surveys all show excellent customer focus, receiving comments such as ‘The local technician was just superb and went the extra mile to quickly restore the line despite it raining while he was reconnecting the line in the street. He took full ownership of the problem, kept me informed and explained why the service had to be interrupted and for how long. He finished by ensuring that I was satisfied with the outcome’.” Kym Martin, State Manager, Western SA/NT

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NPS update: Improving the customer experience

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  Central Northern Southern Western (SA/NT) Western (WA) Overall
Dec-15 38.0 39.7 37.5 36.2 32.5 37.7
Jan-16 34.2 38.5 38.9 37.2 37.6 37.2
Feb-16 29.0 33.8 38.2 35.0 28.8 33.5

(Note: figures current as at 19 March 2016)

February ended with another slight drop within the NPS data, now ending the month on 33.5. Placing ISGM further away from the NPS target of +46%. Providing a positive experience for every customer is a high priority, and this is now becoming a full focus with every one of your customers, as we look forward to an improvement in the March data.

At ISGM, we pride ourselves in providing exceptional service to our customers. NPS (Net Promoter Score) is a key indicator in determining how those customers view our service and how likely they are to become advocates for ISGM and its subcontractors. Raising our NPS performance requires a continued focus. When we get it right a satisfied customer tells five other people about a good service experience. By contrast, the average person with a problem eventually tells nine other people. You can see the importance in ensuring that the experience you provide the customer is a positive one. Through observations, verbatim comments and customer discussions we are learning what they want from us and how we can improve. We are listening and the answer to improve customer advocacy is an easy one.

Our customers who rate us poorly are saying that:

  • CCT’s do not always talk about the survey with the them
  • CCT’s do not always leave the 14DCC
  • CCT’s do not always Call on Approach.

Why is something like this so great? Because it is a simple, easy fix. We have full control of improving the customers experience by implementing a number of key actions that can directly influence the overall customer experience:

  • Ensure that you call on approach for every one of your customers
  • Make sure that each Telstra customer receives a 14 Day Customer Card (unless the customer is a medical priority or NIA)
  • Take the time to highlight to the customer that they will receive a survey. Remember to explain that the second question is the most appropriate opportunity for the customer to recognise the service you provided on the day.

We are always working to provide great customer service. These actions will improve the experience for the customer and increase the number of advocates in the community.

Central Region:

Akbar Pathan from Zaib Aust Pty Ltd (TM: Scott Hughes)

“The technician who came to fix the problem did a wonderful job. He knew what he was doing and he explained all the steps that he was carrying out..”

Raghavendra Pothori from Phoenixia Pty Ltd (TM: Ivan Brisot)

“Technician was polite and explained what he was doing..”

 Northern Region:

Paul Steed from Double the Data Pty Ltd (TM: Peter Brighton)

The Telstra technician took the time to explain what had happened to my landline and had a very friendly approach to the customer”

Stephen Smith from Tech2Home Communications Pty Ltd (TM: Chris Clements)

“The technician came as said and was very helpful and polite.”

Southern Region:

Pravin Nair from Bharata Telecom Pty Ltd (TM: Steve Manning)

The technician was punctual and did the service right.”

Bradley Anderson from Best At Communications Pty Ltd (TM: Lachlan Wright)

Polite, courteous & extremely helpful.”

Western (WA) Region:

Riteshkumar Patel from Om Sai Tek Pty Ltd ATF OM SAI TEK UNIT TRUST (TM: Mark Adams)

“Technician was polite and efficient – I have always been with Telstra because most times u get it right”

Ryan Kingham from Fault Busters Pty Ltd (FSM: John Stopp)

Excellent, competent and above all considerate service. A very courteous and kind technician.”

Western (SA/NT)

Kaushalkumar Patel from Guru Tek Pty Ltd (TM: Bec Hill)

tech came early sat and was friendly and helpful”

Chris Connole from Quokka Telecommunications Pty Ltd (TM: Bruno Tarraran)

Very competent knew what he was doing and was able to answer all of my questions.”

The post NPS update: Improving the customer experience appeared first on ISGM.

Telstra update: Incompletes and Refuse reason changes deployed in Connect and Toolkit from 8 April

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Telstra has advised that changes to the Incompletes and Refuse reasons will be deployed in Toolkit and Connect on Friday, 8 April. A listing of the changes are outlined in the below list.

These changes have been introduced to ensure they are all aligned to current requirements, to improve visibility for workflow and have a positive impact on customer service.

There is some confusion on what codes or reasons should be used for certain scenarios. To provide clarity and assist you in applying the correct codes, a number of scenarios are attached of when codes should and shouldn’t be used.

Key actions

  • Be aware of the Incomplete/refusal changes and ensure you select the correct option associated to the process.
  • Ensure there are clear notes to support the reason code used.
  • Ensure necessary approvals/sequence numbers have been obtained where required.
  • Please print out a copy of the updated list and carry in your van to ensure the correct codes are used.

For any questions relating to the incomplete-refuse changes, please speak to your Team Manager or email ! Incomplete-Refuse Update. These changes will be discussed further at your next Toolbox meeting.

Incomplete and Refuse reason changes

Incomplete Reasons

 

New-removed-Changed

 

 

 

 

Refuse Reasons

 

The post Telstra update: Incompletes and Refuse reason changes deployed in Connect and Toolkit from 8 April appeared first on ISGM.

Telstra update: Changes to the Volume Hold Queue process, Telstra Business on FTTN/FTTB and Netgear v7610 launch

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Changes to the VHQ process

Telstra has recently changed the Volume Hold Queue (VHQ) process.

Effective immediately, if a technician attending a customer fault identifies that multiple services are affected due to an outage they MUST contact Service Outage Management (SOM).

Technicians no longer submit a W6 for Tickets of Work (TOW) where a VHQ is created. Instead, resubmit to tester, as per the process below:

New Volume Hold process

  1. If a CCT is working on a fault and he/she identifies it should be a VHQ – then they are to ring SOM on 1300 282 774 -2 -1 to advise – ASAP
  2. CCT to provide SOM with the suspected cable and pair range and the evidence to support the claim
  3. SOM will identify if any other faults exist within the cable number range
  4. SOM may create a new VHQ TOW to be assigned ASAP
  5. SOM will then advise CCT that a VHQ has been created and provide the VHQ reference number to the CCT, advising CCT to “Resubmit Fault to Tester”
  6. CCTs must only clear a fault task as Resubmit to Tester upon direction from the relevant Tester/SOM and when they have been provided with a sequence number to confirm approval has been given

Telstra Business on FTTN/FTTB and Netgear v7610 launch

Telstra has advised that Telstra Business products are now available on nbn Fibre-to-the-Node (FTTN) and Fibre-to-the-Building (FTTB) services.

The new Netgear v7610 gateway can be used for connecting Telstra Business customers to FTTN, FTTB and FTTP services.

To assist technicians, two new work instructions are now available on the Field Essentials Portal (FEP):

  1. 005347w23 outlines the process that a CCT will need to follow to successfully install a Digital Office Technology (DOT) and/or T-Biz voice premium services on nbn FTTN and FTTB carriage, using the new Netgear v7610 gateway. CCTs that have been trained in both Consumer FTTN/FTTB activation and assurance tasks and DOT/T-Biz products, should familiarise themselves with the requirements outlined in this work instruction.
  2. 002419w05 is a generic guideline for installing and configuring a Netgear v7610 gateway. CCTs that are involved in activation of Telstra services using this gateway should familiarise themselves with this work instruction. The Netgear v7610 will also gradually replace the existing DEVG2020 gateway on all other Telstra Business products.

More information

The post Telstra update: Changes to the Volume Hold Queue process, Telstra Business on FTTN/FTTB and Netgear v7610 launch appeared first on ISGM.


Safety update: Driver safety, Working in utilities corridors

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Driver safety

When driving between jobs, it is vital to Take 5 before setting off in your vehicle and be aware of your surroundings, particularly the safety of passing pedestrians. Be mindful of small children, who can be difficult to see from inside a vehicle and can move quickly into the path of a vehicle.

To prevent an incident and/or injury, use the Take 5 process and consider these steps:

Driver safety – Key steps

  • Walk around the vehicle and look for obstacles or hazards before moving
  • Look behind before reversing – not as you take off
  • Be aware that the ‘blind space’ behind your car can be more than 15 metres
  • Always beware of pedestrians, especially children. They are unpredictable!
  • Reverse slowly – turn your head, use your mirrors and check both sides – and avoid reversing over a long distance
  • When reversing and turning, remember to watch the front of your car as well
  • Parking sensors and reversing cameras can greatly improve reversing visibility, but should not replace active supervision
  • Reverse slower than a walking pace

When parking, you can prevent uncontrolled vehicle movement through a four-step process:

  1. Apply handbrake to full extension.
  2. Place vehicle in Park (if automatic), first gear or reverse (for manual).
  3. Turn steering wheel one full turn away from kerb for uphill incline and one full turn towards kerb on downhill incline.
  4. Turn off vehicle, release clutch and ease your foot off the brake.

For your reference

  • HSE Bulletins on driver safety and vehicle parking can be found on CMS: Click on Documents>HSEQ Management Systems>HSE Safe Systems of Work>Bulletins>ISGM

Working in utilities corridors

Always:

  1. Use Dial Before You Dig (DBYD) and maintain competence in reading and interpreting information in utility plans;
  2. Ensure plans are suitably readable on site, such as printed in A3 or using a tablet/computer, but not a smartphone;
  3. Should cable locators or potholing fail to positively identify the utility asset, contact the relevant asset owner if there are any doubts in locating services; and
  4. Comply with asset owner requirements.

For your reference

  • A HSE alert on working in utilties corridors is also available on CMS: Click Documents/ HSEQ Management System/ HSE Safe Systems of Work/ Alerts/ ISGM

Telstra myFuture training and ACM escalation

When attending to damages involving asbestos containing material (ACM), please ensure that suspected ACM has been isolated and escalated effectively to ensure that other workers who may attend the site are aware of any hazards.

So that you are aware of these requirements, please ensure that you have completed Telstra myFuture training in:

  • ISGM Pits Risk Assessment Training, and
  • NBN0109D Asbestos Awareness

The post Safety update: Driver safety, Working in utilities corridors appeared first on ISGM.

Process update: Incompletes and Refuse reason changes deployed in Connect and Toolkit, Cable (HFC) Assurance Partial Complete

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Incompletes and Refuse reason changes deployed in Connect and Toolkit

Please note that changes below to the Incompletes and Refuse reasons were deployed in Toolkit and Connect in early April.

These changes have been introduced to ensure they are all aligned to current requirements, to improve visibility for workflow and have a positive impact on customer service.

Key actions

  • Be aware of the Incomplete/refusal changes and ensure you select the correct option associated to the process.
  • Ensure there are clear notes to support the reason code used.
  • Ensure necessary approvals/sequence numbers have been obtained where required.

Icnompletes

refuse

Cable (HFC) Assurance Partial Complete

Telstra has advised of changes to the Cable (HFC) Assurance Partial Complete process for Siebel Trouble Tickets.

New Cable (HFC) Assurance Partial Complete process

  • If there is no one in attendance at the customer premises, and if after waiting 10 minutes the customer has still not arrived, the technician will partial complete the Siebel Trouble Ticket as “Resubmit to Tester”.
  • If a modem registration issue is encountered while replacing a modem, please call the CT Helpdesk on 1800634640 and select option 3, and partial complete the Siebel Trouble Ticket as “Resubmit to Tester”.
  • The partial complete option “Customer Not In Attendance” will no longer be used.

The post Process update: Incompletes and Refuse reason changes deployed in Connect and Toolkit, Cable (HFC) Assurance Partial Complete appeared first on ISGM.

Clearance codes in the exchange

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Subcontractors must be aware of and use the correct codes for exchange faults for ALL activities. The following codes have been confirmed by Telstra for use:

Common Exchange Issues

  • Faulty Exchange AXE Device –      X1A1*
  • Faulty Exchange S12 Device –       X2A1*
  • Faulty Exchange ADSL Port –        IDH1*
  • Faulty Exchange ISAM Device –    ZDA1*
  • Faulty Exchange RCM Device –    ZFA1*
  • Faulty Exchange DSC20 Device – ZHA1*
  • Faulty Exchange RIM Device –      ZVA1*
  • Faulty Exchange Small PGS –         ZZA1*
  • Faulty Main Cable Link/s –             G6T98 (Will Not Re-roll Jumper Runner)
  • Faulty ULL / Wholesale Device –  TAWC1 (FFS Docket Required) & X3PG1 Do Not Change ULL Port – Access Seeker must request a Port Change through Sales.

Faults Caused by Provisioning

  • Jumper on Different Main Pair due to Provisioning Error (refer to Crux for Confirmation of change of Details) – G6J16
  • Jumper on Different Exchange Li due to Provisioning Error (refer to Crux for Confirmation of change of Details) – X1A16
  • Jumper on Different Exchange S12 EN Due to Provisioning Error (refer to Crux for Confirmation of change of Details) – X2A16

Exchange Jumper Runner Issues – Correct Usage

  • Jumper on Wrong Pair due to Jumper Runner –     WMJJX
  • Jumper Faulty / Missing due to Jumper Runner –   WMJJX
  • Jumper Termination Faulty on IDS Block –               WMIJX
  • Jumper Termination Faulty on Solder Block –         WMBJX
  • Missing Main Cable Link/s after Jumper Task –      WMLJX

 

The post Clearance codes in the exchange appeared first on ISGM.

Compliance with Implement Traffic Management Training

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At ISGM, we are committed to protecting the safety of all workers as well as the general public.  To achieve this, we will be adding “Traffic Management” to our mandatory list of accreditations by 30 June 2016. It is essential that all subcontractors supplying services to ISGM meet our mandatory compliance requirements, which includes showing evidence that your company has completed an “Implement Traffic Management Plan” training program and holds associated traffic management signage and equipment.

In order to subcontract to ISGM, your company must adhere to all relevant Workplace Health and Safety Acts and Regulations and well as state-based Road Management Acts and Regulations, including associated Road Management Codes and Manuals. Subcontractors who fail to meet these requirements are potentially exposing their company to litigation if an incident occurs.

To ensure that your company meets these requirements, your company must complete “Implement Traffic Management Plan” training through a Registered Training Organisation (RTO) by 30 June 2016. This requirement is in line with the HSE standards of other industry wholesalers such as nbn™ and as ISGM is undertaking increasing volumes of Telstra’s Operate and Maintain Master Agreement (OMMA) work for nbn™ it is now mandatory for all ISGM subcontractors.

Implement Traffic Management Plan Training – Key requirements

  • With nbn™ compliance at the forefront, ISGM has added Traffic Management Training and associated signage and equipment to our mandatory compliance regime.
  • Subcontractors who are yet to complete this training must engage an independent RTO organisation, as RTO’s are under strong accountabilities to deliver specific competencies.
  • All ISGM subcontractors must be nbn™ traffic management code compliant to continue to supply services to ISGM, which includes having completed a “Implement Traffic Management Plan” training course.

Next steps for non-compliant subcontractors

  1. Book in for “Implement Traffic Management Plan” training with an RTO.
  2. Successfully complete the training and update your records with ISGM.
  3. ISGM requires your company to be compliant prior to June 30 2016.

If your company has any further inquiries about these requirements, please contact your regional compliance team, via the address below:

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iSTAR winners – April

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Congratulations to our iSTAR winners for April. These subcontracting companies have gone above and beyond the normal expectations with customer service, quality work, productivity and team work.

Central Region – Mardam Communications Pty Ltd: Adam Bates and Mark Gretch

“CCT Bates and Gretch attended a payphone fault on Avoca Drive Green Point outside the shopping centre that required substantial works to locate plant and replace over 120 meters of damaged 2 pair that others would of gone for a W6 handoff. In doing so both demonstrated unconsciously competent the required HSE requirements to get the job done. This included Manhole and pit access, as well as roping and hauling. Professional and effective CCTs.” Kevin Slattery, HSE Advisor, Western SA/NT

Western SA/NT Region – Wilsdon Communications Pty Ltd: Evan Wilsdon

Evan Wilsdon“I would like to nominate CCT Evan Wilsdon for an I-Star award. He with little notice went out of his way to participate in a Telstra external HSE Management System Audit. He demonstrated sound HSE knowledge and access to all of the required HSE documentation/PPE within a fit for purpose work vehicle. Vehicle canopy being specifically designed to cater for carrying all of the necessary guards/signs etc.. With these items being easy/safe to access in a quick manner to implement at his worksite. CCT received special mention within the audit feedback from the HS&W Telstra regional advisor being impressed by his willingness to help. We did ensure that no due work had potential to be missed. Having known Evan for some time and after discussion with his TM we would consider him to be “almost the perfect CCT” with good all round skills, almost always meeting all of his KPI requirements.” Nigel Rattley, HSE Advisor, Western SA/NT

Southern Region – Bexby P/L: Scott Sittampalam
Scott Sittampalam“I am nominating Scott on my current & previous TM’s behalf due to ability to regularly satisfy customers needs with an ongoing extremely high NPS rating currently at 100. Scott goes above & beyond all the time which really reflects in his results. He is always keen to assist the TM’s & his peers all the time also as he has a real Can Do attitude week in week out.” Julian Powell, Team Manager, Southern

Digital Delivery – Memtone Security: Mehmet Hassan

Mehmet Hassan“I would like to nominate Mehmet Hassan d707162. Mehmet has provided a lot of support to the new Project Ocean CCT with on-site trouble shooting, help with Toolkit and CMS. I have also provided Mehmet’s contact details to other Digital Managers across the country and he has assisted them and their CCT’s. He also attended our training sessions and talked to the new trainees about working with ISGM & provided Contractor CMS training. I would like to thank him for all of his help & his ongoing assistance.” Mark Carter, ISGM Digital Delivery Manager, Northern

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Fantastic Feedback

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We’ve had some wonderful feedback from customers and Telstra on the performance of ISGM subcontractors. Congratulations to the subcontracting companies and team members listed who have recently been commended!

Central Region

Customer feedback for Sevtech Pty Limited: Severin Sepic – “Your above technician attend to a line fault at my fathers address. As my father is elderly and his English is not 100%,  I would just like to inform you my father was very pleased with Severin and his professionalism that not only did he repair the fault quickly but also assisting in cancelling the call diversion from my dads phone as I would not have able to get there until the following day to do this. Also, he followed up with a phone call back to me so I was aware that everything was working again for my dad. Telstra should be aware that this employee does not just stick to his job description but listens to your customer and if possible resolve issues with no fuss. As I have yet to receive a feedback request from Telstra on this service call, I just wanted to make sure his conduct did not go unnoticed. Thank you for a job well done.”

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NPS Update

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  Central Northern Southern Western (SA/NT) Western (WA) Overall
Jan-16 34.2 38.5 38.9 37.2 37.6 37.2
Feb-16 29.0 33.8 38.2 35.0 28.8 33.5
Mar-16 28.6 34.8 39.2 31.3 28.1 33.6

(Note: figures current as at 19 April 2016)

A positive increase, it may only be .1 point increase but I believe it deserves a pat on the back, as we are trending in the right direction. We have a target of 46% to achieve, and still a steep hill to climb, but the easy part is, the more we ensure that each interaction with every single customer we have counts, then the NPS target will be achieved.

Net Promoter Score has been created to provide Telstra, ISGM and the ISGM Subcontractors with a more detailed view of the customers experience and to highlight the trends. It provides a view of each of the customer’s experiences and expectations to allow improvement towards our service throughout the appointment.

The Net promoter score information is collected by engaging with every one of the Telstra customers after the technician attends, and this is either via an email survey or an interactive SMS method. It has been proven to help surveys to be returned after a prompt from the technician. “You will receive a survey about your experience next week, the second question will be in relation to the service I have provided you today

This very important factor can be spoken about at the end of the appointment, but do not forget as this may result is many missed opportunities to receive some great feedback in regards to the service you provided.

Taking pride in our customer service is something very important and this needs to be reflected within the scores received. Have we assisted the customer in every way we can as a technician? Have we confirmed that the customer is aware of what we had done on that day or what to do next?

We are always working to provide great customer service. These actions will improve the experience for the customer and increase the number of advocates in the community.

Review your verbatim you receive from the customers, understand what they are saying, if you are noticing a trend with the responses feel free to speak with your manager about some ideas or tips that might be able to improve what the customers are responding with.

Good luck and keep up the great work.

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Safety update – injury prevention video, gas detectors and vehicle audits

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Injury prevention video

At ISGM, we want everyone home safely every day. Fortunately, there are things we can all do to reduce risk and prevent injury.

To highlight the common types of injuries affecting our subcontractors, and what we can do to minimise them, we have created an injury prevention video. The video features one of our subcontractors who knows first-hand the impact an injury can have on your work and personal life. It also highlights the key actions we can all take to reduce injuries.

Please watch the video, available on our video website. Ten minutes of your time to watch this video could save you a lifetime of pain.

Gas Detectors

IT IS MANDATORY TO USE CALIBRATED 4 SENSOR GAS DETECTORS FOR ATMOSPHERIC TESTING AND MONITORING

Why do we gas detect?

It’s the law and a requirement under your contractual agreement with ISGM — Under the provisions of National and State Legislative requirements we are all responsible to provide a safe work environment and ultimately protect the health and safety of ourselves and others. Whether or not we enter a space which is likely to pose a risk with unsafe gas or oxygen levels, we are required to conduct atmospheric testing and continual monitoring of that workplace to mitigate those risks. All persons working under the ISGM Ticket of Work Standing Offer Agreement are required under the provisions of the ISGM Safety Management Systems to conduct mandatory atmospheric testing and continual atmospheric monitoring prior to opening any manhole or commencing hot work at any pit or manhole, or when the smell of gas is evident.

What do we gas detect?

We detect for 4 gases – OXYGEN O2, Carbon Monoxide CO, Hydrogen Sulphide H2S and Combustible Gases LEL (lower explosive limit).

NOTE: There is a relationship between the gases. An increase in oxygen for instance means that a fire would burn with much greater intensity. This is why all 4 gases need to be monitored.

What do I do if the gas detector alarms?

  • Remove yourself from the area and make it safe i.e. replace the lid, set out guards.
  • Immediately contact your ISGM Team Manager or Regional HSE Advisor.
  • Refer to the Gas Action Guide and the ISGM SWMS 004 – Entry to pits and manholes.
  • ISGM Team Manager or Regional HSE Advisor is to refer to the Gas Action Guide and implement the necessary control measures for indicated levels of detection (hence there is a preference for a digital reading gas detector).

Gas Detector Requirements:

  • 4 sensor gas detectors are a Mandatory Safety PPE Requirements for the ISGM TOW Standing Offer Agreement.
  • 4 sensor gas detectors are to be kept charged during work periods.
  • 4 sensor gas detector manual pump aspirator kit to be carried with the gas detector.
  • 4 sensor gas detectors are to be calibrated every 6 months (certificate evidence required).

Vehicles fit for purpose

New technicians or those upgrading their vehicle are to ensure their chosen vehicle is fit for purpose.

vehicle audit

 

 

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NPS update

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  Central Northern Southern Western (SA/NT) Western (WA) Overall
Mar-16 28.6 34.8 39.2 31.3 28.1 33.6
Apr-16 34.7 38.7 40.4 34.8 33.0 36.7
May-16 34.7 38.7 40.4 34.8 33.0 37.2

(Note: figures current as at 19 May 2016)

It’s great to see the upward trend with the NPS data over the last three months. It goes to show the work we are all putting in to provide exceptional customer service with every customer interaction and the recognition we are getting from our efforts. We are still 7.8 points below the required FY16 target of 46% for NPS. This is easily achievable over the next month as long as we ensure we maintain the focus.

As mentioned in the recent article in the The Australian newspaper ‘Ironbridge Capital backs ISGM to transform the tradie experience’, ISGM, along with you, our subcontractor partners, are working hard every day to change the negative image and expectations that many customers have they interact with any subcontractor. Our improving NPS is a reflection of the great improvements we are making in providing customers with professional and valued solutions.We want to provide the best in-home customer service levels for our clients.

Recently comments from some of the technicians who have managed to turn their underperforming NPS scores into scores over and above the target have indicated that they had only made some simple conscious changes with each interaction at the customers premise to turn it around.

  • Take the time to talk to the customer about what you are doing at the appointment, keep them informed whilst you are there and provide them with some feedback when you have finished the job.
  • The other simple change was discussing the survey with every customer. The new 14DCC provides you with the opportunity to discuss the survey with your customer.  This will help to ensure that the customers are on the lookout for their chance to provide feedback to Telstra about their interaction with you.

Simple conscious changes during every customer interaction might make all the difference to your NPS score.

We are always receiving some really great feedback from your customers so let’s keep this up and watch the positive improvements to our NPS in the coming month.

Customer comments

Southern
Parminder Singh from Niashi Communication Pty Ltd (TM: Chris Williams)
“Polite, phoned ahead, friendly, made follow up phone call to ensure all was ok at the exactly the time he said he would, reliable.”

Hapuarachchige Hapuarachchi from Fentons Telecom Pty Ltd (TM: Nikola Jugovic)
“Prompt Service, technician diagnosed problem and corrected same in very short order, was pleasant and explained what the problem was.”

Northern
Aaron Rose from AJR (QLD) Pty Ltd (TM: Eric Bassett)
“The technician was wonderful to deal with and ensured the line worked correctly before getting me to sign off on the job”

Yehya Obeid from Distribution Communications Pty Ltd AFT for Yehya & Sophia Trust (TM: Gavin Silverthorne)
“Service technician was prompt. He also provided an absolutely excellent level of service and support. He went above and beyond all expectations”

Central
Siranjeevan Alikaran from Esy Signs & Tel Pty Ltd (TM: Patrick Thomson)
“The gentleman was very informative and explained the problem. The matter was completed with a minimum of fuss”

Shane Radings from Newtech Wireless Pty Ltd (TM: Mick Foster)
“Technician took the time to explain everything he was doing and why. Extremely friendly and helpful.”

Western (SA/NT)
John Athanasiou from Chezelle Pty Ltd ATF The Wire Me Up Trust (TM: Bec Hill)
“Telstra technician was fantastic – so helpful and friendly – assisted with issues above and beyond what he needed to – worth his weight I gold”

Oliver Page from Oliver Page Pty Ltd ATF The Page Family Trust (TM: Ric Arcuri)
“Nice courteous technician, friendly helpful trouble shooters, tech came on time.”

Western (WA)
Wayne Smith from Grey Goat Pty Ltd (TM: Ray McDonnell)
“The tech was brilliant. He was really friendly, helpful and generally great.”

Ricky Eastwell from Broadband Man Pty. Ltd. Ltd (TM: Shane Ferguson)
“Courtesy and promptness and patience with my lack of technical knowledge.”

National Digital
Dillon Firrell from Top of the Line Installations Pty Ltd (TM: Jon Reisima)
“Phoned to advise technician was on the way. Technician was polite and helpful about my queries. Have always been with Telstra”

Roman Mladenovich from R & L Antenna Installations Pty Ltd (TM: Sean Macfeate)
“The technician was polite, efficient and were very knowledgeable about the tasks they were required to complete. We were both very happy with the whole process – Thank you”.”

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New look 14DCC to help with NPS

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By now many of you would have received your ‘new look’ 14 Day Customer Card (14DCC) with information about the NPS survey on the back. If you are still to receive these cards, please make sure you speak with your Team Manager to ensure you get the new 14DCC’s as soon as possible.

New Look 14DCC:

  • Treat the 14DCC as you would have previously
  • Provide the customer with the 14DCC upon completion of the task and explain the purpose of the card
  • Highlight the hours of operation for the 14DCC, the 14Day timeframe, other helpful contact points on the card and discuss the NPS survey
  • The back of the 14DCC explains to the customer to the NPS survey that will be triggered to the customer via email or SMS
  • It is important to draw attention to the survey, reminding the customer that you are the technician and one of the questions on the survey will be directly relating to you.
  • The exciting new change to the ‘new look’ 14DCC is a great benefit to us, as it now helps assist the customer in understanding how the scoring will reflect upon the service that you have provided.

Note: You should not be coaching the customer around what score to provide on the survey.

New Look:

14DCC front 14DCC back

 

Please contact your Team Manager if you require any further information.

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Toolkit release – 1.0.0.50 – Webclient users

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The latest Toolkit Release 1.0.0.50 has been delayed until June, however, there have been some changes made that affect Webclient users. Please see details below.

Key changes for Webclient users are:

  • The ALL-ALL Schedule of Rate (SoR) category has been removed.
  • The SOR drop down lists have been revised to ensure SOR Codes are grouped correctly and easier to find.
  • Only the SOR Codes that relate to the TOW Product Type (i.e. PSTN Jumper) can be claimed in the relevant category.
  • Please refer to the Toolkit release – 1.0.0.50 – SOR mapping.
  • Disputes in CMS are treated as per the normal process and are closed and paid with the RCTI.
  • For TTA Jumpers – please claim II-13a2 (for sites where up to 3 jumpers in total have been issued at an individual exchanges) or II-13a9 (for sites where greater than 3 jumpers have been issued at an individual exchange). This is an interim measure until II-14b1 and II-14b2 can be included in the ADSL Jumper  drop down lists.

SOR Menu Changes

  • The SOR booking codes available for selection within the Ticket of Work will now be filtered and presented based on the product sub-family.
  • The number of SOR items available for selection will be reduced, making it easier to claim the correct SOR code for the work performed.
  • In addition, a description of the SOR code has been included to assist in the easy identification of the correct SOR code.
  • A maximum quantity limit has been implemented for some SOR codes. Should the maximum quantity be breached, an information pop up message will be triggered.

Issues with SORs or Mapping
All Issues are required to be lodged through the CT Helpdesk on 1800 634 640 – advising they are a result of the Toolkit SOR update.

Please ensure that all issues are lodged, as your feedback is vital in ensuring the SOR Update meets your requirements.

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iSTAR – May winners

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Congratulations to our iSTAR winners for May. These subcontracting companies have gone above and beyond the normal expectations with customer service, quality work, productivity and team work.

Central region – William Su, Yi Jun Pty LtdWilliam Su
I would just like to give positive feedback for William Su. He was on his way home when we had a Frank Rago Escalation come through for Chris Bath (media personality). He turned around to go to the customer’s premises to connect the service. He travelled 35 kilometres out of his way to ensure the customer was ok. This is a good indication of how much he enjoys his job and his dedication to customer service, he is a good asset to the team and a good role model to his peers. Angelo Ellis, Team Manager

 

Western WA region – Danny Kiet Lam, T Communication Pty LtdDanny Kiet Lum
Danny attended a customer’s premises on a fault job and when he couldn’t gain access discovered the customer had fallen and was lying prone inside the house (possibly for a couple of days). Danny rang an ambulance (and a relative of the customer) which resulted in the customer now recovering. His actions potentially saved the customer’s life. Richard Nystrom, Team Manager

 

 

Southern region – Ian Witherby, Able2Cable Pty Ltd
Ian has displayed consistent results across NPS and 14 Day Reroll KPI’s over the course of this year and continuing into May. Ian has demonstrated a clear understanding of the focus required to make each visit for the customer a great one and is always up to date with the latest procedures which in turn shows in his results. Brett Wallace, Team Manager

 

Northern region – James Paull, Techbot Pty LtdJames Paull
James shows an exceptional level of organisation regarding the storage of materials and tools in his vehicle. This makes it so much easier to conduct audits and for him to work safely. It is a pleasure to conduct site visits and see how he operates. It would be great if more technicians could adopt his house keeping. I will show photos of his vehicle when I travel around the region conducting top up training, to show what is possible if you put some thought into it. Tom Coulston, Team Manager

 

Digital delivery – Jason Hansen, C2U Industries Pty LtdJason Hansen
Jason consistently goes above and beyond in his efforts to assist customers and has been extremely valuable in assisting me by coaching, training and mentoring all our new CCT’s as well as being my “go to” person. I cannot praise him enough. Todd Wainwright, Digital Delivery Manager

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