|
Product and Service lines for the VERN
VERNet is developing its operations around a service framework that comprises a variety of products and
six service lines. During service launch, VERNet will focus on key products (e.g. 1Gbps Ethernet), and two major service lines (provisioning and incident response).
The framework has provided for efficient service delivery at launch, and for growth in products and services in the future. The framework will also help the tracking of costs for future benchmarking with comparable service offerings.
Launching the VERN as an initial service offering (ISO)
VERNet launched its physical infrastructure as an initial service offering (ISO) in late January 2008. The ISO will:
- Enable a large increase in the number of links available to members in the first two quarters of 2008 (compared with the few available in 2007 under a limited release program)
-
Start with circuits being released in five clearly defined geographical segments over the first half of 2008 (subject to completion of the remaining infrastructure).
Some service outcomes that are important to members can be specified when there is a more durable agreement about how the member cooperative will work. They include service levels, some service features, and service pricing.
Building customer service
A commitment to effective customer service will underpin VERNet’s future. In 2008, delivering effective service to
VERNet’s members will centre on four major objectives:
-
Understanding the needs of members
-
Pursuing excellence in reliable customer service
-
Setting and managing member expectations for service quality
-
Clearly communicating products and services
Meeting the emerging needs of member customers
Growth in the network and innovation in products and services will be crucial to meeting the emerging demands of members.
Most fibre assets have long economic lives (e.g. 15 years),but WDM equipment typically has a useful life of only a few years. Also, the needs of VERNet’s members are dynamic. They will want to replace or extend the life of existing VERN infrastructure, increase the reach or capacity of the network (e.g. 10Gbps) and enhance some other services.
VERNet’s WDM equipment platform can accommodate some anticipated growth and innovation in the network. The platform is capable of expansion up to 40Gbps and providing a wide range of optical services. There is already member demand for some of these, including new 10Gbps services. These will require new capital investment by members.
VERNet will encourage its members to continue their investment in the VERN during 2008. For 2008, VERNet budgeting for new capital works. This is based on a wide range of anticipated member projects. VERNet is developing mechanisms to allow the investment to occur efficiently, and they will form an important part of the company’s operating model.
|
