OpenNet: Efforts to boost service standards

OpenNet: Efforts to boost service standards
An OpenNet contractor uses a power meter to check for any loss of signal strength inside a HDB flat.

OPENNET acknowledges that its core challenge in providing a fibre connection to the non-residential segment has been to pass through building administration and house rules for access and approval for installation ("OpenNet fined $240k over service delays"; last Saturday). We need to "crack the code" in working with landlords.

One of the initiatives we are taking is setting up a dedicated team to engage with building management and owners to expedite approvals and access to a building.

While non-residential buildings have fibre coverage (that is, fibre has already been deployed to the building's telecom room), we have started exploring pre-laying optic fibre cable within selected buildings, which will further speed up the provision of fibre connection when an order is received.

In addition to landlords, we are working with service providers who have existing relationships with building management and owners for faster access approval.

From our experience, the primary cause of delay in providing a fibre connection in the non-residential segment is the longer time taken to secure access approval.

Once access is approved, installation of the fibre typically takes less than half a day.

Delays due to insufficient fibre capacity are small in number.

OpenNet is committed to working with all stakeholders to implement improvement measures not just for non-residential but also residential users.

Since the acquisition by NetLink Trust in November last year, work has been done to drive efficiency by consolidating resources of the various entities (CityNet, OpenNet and its key sub-contractor) and streamlining the end-to-end delivery process.

We will continue to improve our service standards and ensure open and non-discriminatory access to all parties involved.

Daniel Ho Boon Yeong, Director

Business Development and Communications, OpenNet

This article was published on May 12 in The Straits Times.

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