Verizon Partner Solutions - Complex Services is standardizing the provisioning and maintenance contact process across Verizon East and West.
The enhanced provisioning contact process will increase accountability within Verizon while improving communication with our customer by leveraging three levels, which include Better DD SPOC, Manager, Senior Manager and Director (Peer to Peer). The new process is designed to improve the timeliness of responses and distinguish between types of contact escalations, better due date requests, status calls, and information requests for project orders along with the proper contact for which your calls should be directed.
The enhanced maintenance contact process will also increase accountability and improve communication with our customer by leveraging four levels of escalation contacts, which include Manager, Senior Manager, Director (Peer to Peer), and Vice President (Peer to Peer). We will continue to have a status request 800 # to report a trouble and for status calls.
The process enhancements are being rolled out in different phases as follows:
Standard provisioning contact process in the East was in effect on April 3, 2006.
Provisioning escalation lists in the East are now standardized to reflect the above current levels and includes Project Management contacts for SONET, Specials, Wireless & Switched. The list name is Verizon Partner Solution (VPS) Contact Us List.
Standard maintenance contact process in the East was implemented on July 2, 2006.
Current maintenance escalation lists in the East are now standardized to reflect the above levels. The list name is Verizon Partner Solution (VPS) Contact Us List and it was distributed on June 30, 2006.
Standardization for the West is currently scheduled for August 1, 2006.
If you have any questions or concerns regarding the change to the new process, please do not hesitate to contact your dedicated Account Manager.
