Instruction for open eir access network technicians on provision or assurance work.
open eir has in place a cross-functional task force for COVID-19 who are carrying out appropriate risk assessments in accordance with the Health Service Executive(HSE) guidance to ensure we maintain a healthy workplace for all. We are continually monitoring the emerging situation with COVID-19 to ensure the health, safety and wellbeing of all staff. In addition we are taking steps to minimise the impact of the COVID-19 outbreak on our services and customers.
The objective of this team is to:
- ensure the health, safety and wellbeing of all our staff
- Minimise health risk to both employees and customers
- Minimise the risk of premises becoming a node of transmission.
- Ensure plans are in place should employees be on leave of absence, quarantined or infected
With regard to the specific aspects of the provision and assurance services we provide via our technicians attending customer premises, please note the following:
OAOs
Other Authorised Operators have been requested to include relevant health and safety questions as part of their provisions appointment and fault triage processes and to flag any concerns in the provisioning request or fault report. This will be achieved by adding a relevant note to the request/report. We have strongly advised all operators to also include the checks outlined below at the point of sale and delay order submission or fault reporting if any health and safety concerns are identified.
Provisioning Order Delivery – open eir technicians
open eir access network technicians carry out limited service provision work, mainly in the area of bespoke corporate fibre provision. Before attending a customer’s premises the technician will call the customer and enquire using language similar to example below:
“Due to recent advice from the HSE relating to the Corona Virus, can we ask you to confirm if you, or anyone you have been in close contact with, have recently travelled from any of the ‘At risk’ areas?” and “Have you or any person on the premises been advised to self-isolate or limit social interaction by a GP or the HSE”.
If customer asks what the “at risk” areas are, we will refer them to the HSE webpage on COVID19.
If the customer answers yes, the technician will inform the customer “that as a precaution we need to reschedule your appointment at this time but we will be back in touch as soon as possible to rearrange”. In the rare scenario where this occurs, such orders will be referred for reschedule two weeks into the future, as the customer is not available in the short term.
Technicians will not attend site if any health concerns are identified.
Fault Management – open eir technicians
open eir access network technicians repair faults in the access network from the MDF to the NTU in the customer’s premises. A small proportion of faults require the technician to work in the customer’s premises.
When repairing faults, technician will using standard testing and fault localisation procedures repair the fault to the ETU or DP. If the technician needs access to a customer premise, the technician will call the customer and enquire using language similar to example below. If there is no response from the liaison number the Technician takes the same precautions when he calls to the premises.
“Due to recent advice from the HSE relating to the Corona Virus, can we ask you to confirm if you, or anyone you have been in close contact with, have recently travelled from any of the ‘At risk’ areas?” and “Have you or any person on the premises been advised to self-isolate or limit social interaction by a GP or the HSE”.
If customer asks what the “at risk” areas are, we should refer them to the HSE webpage on COVID19.
If the customer answers yes, the technician should inform the customer “that as a precaution we need to refer the fault and that an appointment will be made for a time when the health restrictions are lifted. Such faults will be referred for reschedule two weeks in advance, as the customer is not available in the short term. Technicians should clear the fault to the last access point outside the premises, put clear code 003 with Suffix “SI” and a note “Restricted Access for Health & Safety reasons”.
Technicians will not attend site if any health concerns are identified.
