The results have been superb. More customers are happy, because more jobs are completed first time and on time. And as the new proactive customer care unit catches and addresses many issues before they impact consumers, complaint volumes have fallen. Overall, getting more customers into service first time has reduced costs.
Openreach is using its new skills and tools to drive improvements in other parts of its business. For starters, greater operational efficiency will help Openreach bring fibre-optic broadband to 25 million homes by 2026, to help ensure that everyone in the UK is connected.