Domestic reception issues management process
Management process for reports of interference to domestic reception
Background
When the Ofcom contract ends, the BBC will be bringing the responsibility for
investigating reports of interference to domestic reception in-house. Resolution of
these reports of interference will be by a combination of web-based self-help tools,
comprehensive on-line information, downloadable fact-sheets and a telephone and
email technical triage service.
Process
The new functions will be integrated into existing Capita, Distribution and MC&A
activities according to the following process flow:
1. First line support from Capita and BBC reception advice web-pages. This
stage includes an application to determine whether the local transmitter is
operating normally or subject to a fault.
2. Second line support from Capita and BBC reception advice web-pages. This
stage comprises an interactive questionnaire to rule out the common causes
of reception problems such as a poor installation, weather, obstacles.
3. Automatic referral to either reception advice or distribution according to the
following rule:
a. Interference which is intermittent in nature should be referred to
Distribution
b. Interference which is nominally constant should be referred to
Reception Advice.
The Transversal diagnostic application will require an either / or toggle button to
select either constant or intermittent interference, with an extended description to
ensure correct referral.
4. Fourth line support from either Distribution (potential interference) or
Reception advice (poor reception)
a. For RIS interference calls the fourth line support will be from
Distribution Triage Team. This stage comprises an initial Code of
Practice check, and then direct contact with the complainant to talk
through the symptoms of the fault. By undertaking detailed analysis of
the complainants issues over the telephone, the likely source of the
interference and a mechanism for plan of action for resolving it can be
provided
b. For poor reception calls the fourth line support will be from the
Reception Advice Team. This stage may need to include an initial
Code of Practice check, and then liaison with the transmission
provider (via Distribution) to confirm unknown network issue.
Reception Advice will provide advice to Capita on resolution or liaise
with field engineers if more work required.
c. There will be a feedback process between Distribution and Reception
Advice to ensure in-correct referrals are fed back into the process
appropriately. Communication with Capita will be via Reception
Advice.
5. For RIS interference calls the final referral stage will be to Ofcom. If the
technical triage team determine that the source of the interference is outside
the complainants home, and is not as a result of any transmission related
activities, the case will be handed over to Ofcom.
An overview of this process can be seen in Figure 1.0, and a more detailed flow
diagram showing the related activities at each stage can be seen in Figure 2.0.
Version 2.0
Page 1 of 3
15 February, 2010
Domestic reception issues management process
Radio Investigation Service – Overview
Application will establish:
most likely transmitter in use
(based on postcode, and
A. Non-Technical Triage I
provided it is monitored) and
Establish if a known
show whether it is operating
transmitter fault
at full power, reduced power
(Tx fault web app)
or off. If fault situation is as a
result of Digital UK work,
refer to DUK for More advice
Capita / Web
Using the transversal tool,
walk the user through typical
B. Non-Technical Triage II
problems within their own
Self Help
Establish if consumers own installation
installation. Provide advice
in not optimised – ie incorrect tuning,
on optimising their
poor connections, antennas etc.
installation.
Using
Provide advice, FAQs, Factsheets
Transversal diagnostic will
(Transversal Diagnostic)
require additional ‘submit’
functionality
Transversal
Tx fault tool
and
Automated referral based on
Transversal Diagnostic
diagnostic
(note: may need to clarify
wording on diagnostic)
Unresolved ‘Constant’
Unresolved ‘Intermittent’
interference
interference
These may also include any of the problems
we have tried to eliminate due to incorrect
answers in the transversal tool and COP
situations which we haven’t predicted. Need to
review these on a case by case basis to
Code of Practice
establish scope of problem and then
Code of Practice
Check
investigate further if a faulty transmission is
Check
(if required)
expected.
Unresolved ‘Constant’
Unresolved ‘Constant’ interference
Unresolved ‘Intermittent’
Distribution
interference
interference
Reception
COPAG Group
(Dave D)
Close Call
Triage
Reception Advice BAU
Interference Cases
Cluster reports
Advice
Code of Practice Check
Engineers
Establish whether there is a
Individual reports
transmitter fault we didn’t
Detailed investigation
know about
Establish what the fault actually is and
(Contact Arqiva, provide
offer advice where appropriate.
update to public)
Refer to Ofcom is statutory powers
Call back contact
required
Detailed questioning to
establish nature and source
of interference
If COP interference
Email contact
suspected, refer to planner
Review with planners to
If genuine interference
establish if unpredicted COP
suspected, refer to Ofcom
interference is occurring
Refer to Distribution / Arqiva
if Tx fault suspected
Triage engineer to refer to
Ofcom if cause of
F. Enforcement
Ofcom
interference identified as
external to the home
Figure 1.0: Overview of the management of reports of interference to domestic reception
process
Version 2.0
Page 2 of 3
15 February, 2010
Domestic reception issues management process
Radio Investigation Service
BBC Management Process v 2.0
Reception Enquiry
Typically expect ~ 30 phone
via email, website
Capita / Consumer Activities
contacts & 60 webform /
either direct by
email contacts per day
public or using
Capita
For non web-users, we need
to provide a comprehensive
booklet talking through
Initial enquiry
common reception problems
logged
Consumers will then have to
call back to Caipta to
porgress their issue if still
unresolved
Tx Fault status app
Establishes whether local
Advise that fault is known
transmitter is operating
and we are working on it
Tx Fault shown
Tx Fault which
Refer to DUK
correctly
Check website for updates
Not DSO related
is DSO related
Close Call
Tx fault application will
Close Call
require additional ‘submit’
functionality
No Tx Fault indicated
Transversal web diagnostic:
Provide Advice & FAQ’s on
Provide Advice & FAQ’s
Need to ensure we include
establish common causes of
typical installation problems
on typical interference
sufficient information to allow
Consumers own
problem, allow user to self-
Weather/location/impulse noise
in the home such as poor
problems due to weather
basic & more technical users
installation problem
help
/windfarm / Large building
connections
buildings etc etc.
to be satisfied – web pages
(data to be logged)
Close Call
Close Call
& supplementary fact sheets
Transversal diagnostic will
require additional ‘submit’
functionality
Automatic routing based on
intermittent or constant
reception issue
Unresolved
Unresolved
(Note: this will require an
Constant reception issue
Intermittent reception issue
either / or selection in the
Transversal diagnostic
porcess)
COPAG Group
(Dave D)
Close Call
Technical Triage Activities
within Distribution
(formerly RIS)
COP indicated
Code of Practice
COP indicated
Cluster or Individual
Check as required
Cluster or Individual
Code of Practice
Check as required
Unresolved
COPAG Group
Constant reception issue
Reception Advice
(Dave D)
Existing Activities
Close Call
Incorrect referrals
Unresolved
Reception Advice
Close Call and update
Intermittent reception issue
Liaise with Distribution /
Tx Fault
website FAQ or Tx fault tool
Incorrect referrals
Arqiva to confirm whether
confirmed
as appropriate
unknown Tx fault
Technical Triage team
Call back
Email complainant
Non-confirmed
Provide advice as
fault/problem
appropriate
Refer to local aerial
installers
Reception Advice Experts
Review with Distribution if
Suspected
possible unpredicted COP
Unpredicted
Provide advice /gather info
Domestic installation verified
COP effect
Refer to Field services if field
survey required
Incorrect referrals
Investigate alternative
COPAG Group
potential causes of
(Dave D)
Confirmed not COP
reception difficulty –
Close Call
weather, buildings, in-
home equipment etc
Distribution Existing
Activities
Refer to Distribution Field
Comment causes of poor reception
Services
eliminated within the home
Field services
Review info
Prepare for survey if
required
Determine if
potential cause of
interference in
Survey
local environment
Report and refer
Interfering Source
Report and refer
Tx Fault
– lighting,
to Arqiva
Identified
to Ofcom
identified
Survey
masthead amps
Identify Fault
etc
Advice Tx provider or
reception expert
External interference suspected
Refer to Ofcom if
appropriate
Domestic
Report and refer
Installation fault
to Ofcom for
investigation and
enforcement is
appropriate
Report and close
Figure 2.0: Detailed process flow showing the management process for reports of interference
to domestic reception
Version 2.0
Page 3 of 3
15 February, 2010