ICT DIVISION Doc. No. KP1/4B.

1/ID/
IT Service Delivery & Telecoms Issue No. 5
Department
Power Systems Communications Revision No. 0
Fiber Infrastructure Unit Commencement 2024-03-08
Date
SUBJECT: Process flow for Fiber Plant Page 1 of 3
Support and Maintenance.

1. PURPOSE
The purpose of this Process Flow Chart is to outline the parties involved in the Fiber Plant Support
and Maintenance Contract and how they interact with each other with the specifics of the inputs and
outputs to the process.

2. SCOPE.
This will apply to the Fiber Plant Support and Maintenance Contract and ancillary services.

3. REFERENCES
3.1. ISO 9001:2015 QMS Standard
3.2. Relevant Equipment Work Instruction

4. TERMS AND DEFINITIONS

4.1 HoS – Head of Section
4.2 NOC – Network Operation Center
4.3 RICTE – Regional ICT Engineer/Officer
4.4 ICT – Information and Communication Technology
4.5 M,SD & T-Manager, Service Delivery & Telecommunications
4.6 PM – Preventive Maintenance
4.7 CM – Corrective Maintenance
4.8 FIU – Fiber Infrastructure Unit

5. RESPONSIBILITY.
The Head of Section for Power System Telecommunication and Head of Section IT Service Delivery
shall ensure the effective application and maintenance of this Process Flow for the Fiber Plant
Support and Maintenance.
 ICT DIVISION Doc. No. KP1/4B.1/ID/
IT Service Delivery & Telecoms Issue No. 5
Department
Power Systems Communications Revision No. 0
Fiber Infrastructure Unit Commencement 2024-03-08
Date
SUBJECT: Process flow for Fiber Plant Page 2 of 3
Support and Maintenance.

6. PROCESS FLOW
USER/
KPLC NOC S&M Contractor FIU RICTE
CUSTOMER

S&M Contractor to
acknowledge
receipt of call ticket
via Email & share
plan off action

Customer reports a Ascertain Scope of

fault to KPLC NOC Fault
Receive request for
Need materials Materials for a specific
Yes
from KPLC? call ticket & issue the
same

Generate a ticket &

Is the fault a
Yes Share with S&M No
KPLC Scope?
Contractor via Email

Mobilize Materials
for a specific call
No ticket

Ask the customer to Receive request for

END
share clears EPTW/Site Access &
Obtain EPTW/Site
provide the same
Access from KPLC.
while supervising
the work

S&M Contractor
attends to work
while progressively
updating KPLC NOC

No

Fault Cleared?

KPLC NOC Yes

1. Updates customer on Resolution of
fault/complaint
2. Communicates to S&M contractor via S&M Contractor
Email on closure of fault resolution shares clears with
process KPLC NOC
3. Prepares an incident report for
dissemination to HoS Drawn by: TL – FIU
Date: 20240312

7. APPENDICES
7.1. Process Inputs and Process Outputs
7.2. Key Performance Indicators (KPI’s)
7.3. Records
7.4. Standard Forms
 ICT DIVISION Doc. No. KP1/4B.1/ID/
IT Service Delivery & Telecoms Issue No. 5
Department
Power Systems Communications Revision No. 0
Fiber Infrastructure Unit Commencement 2024-03-08
Date
SUBJECT: Process flow for Fiber Plant Page 3 of 3
Support and Maintenance.

7.1 PROCESS INPUTS AND PROCESS OUTPUTS

S/N PROCESS INPUTS S/N PROCESS OUTPUTS

1 Support & Maintenance Contract 1 Complaint Call ticket
2 SLA 2 Repaired/Maintained Fiber plant
3 Customer Complaint of fault 3 Incident Report (Breakdown
Maintenance Report)
4 4 Material Usage report
5 5 Fiber Network Status Report
6

7.2 KEY PERFORMANCE INDICATORS

7.2.1 Reduced MTTR
7.2.2 Increased Fiber Network availability
7.2.3 Improved service delivery timelines
7.2.4 Improved Business Continuity
7.2.5 Increased Customer Satisfaction

7.3 RECORDS
7.3.1 Incidence resolution report (Breakdown Maintenance reports)
7.3.2 Materials Usage Report
7.3.3 Fiber Network Status Report

7.4 STANDARD FORMS

7.4.1 Form – Material Collection Form
7.4.2 Form - Breakdown Maintenance Report