Operating the network

When completed, services offered over the National Broadband Network are expected to support the lifestyle and businesses of over 20 million individuals and some 9.5 million premises, utilising fibre, fixed wireless and satellite technologies. The NBN will not only open up new possibilities for online experiences, it will change the telecommunications industry, and has the potential to provide benefits to the health and education sectors and generate employment and new business opportunities throughout Australia.

Our operations are safe, disciplined and reliable and the objectives at the centre of our operational capabilities are the integrity, performance and quality of the network. Paramount to all our systems is the safe operation of our network.

NBN Co plans to build a low-touch, self-serve, business and operational support environment that aims to provide service providers with everything they need to support services for their end-users. Some of the functions of this environment include transparent and automated systems for ordering, provisioning and billing, equal access for service providers regardless of size and the ability to cope with high transaction volumes and variable peaks.

To support our network and partners, we will have a comprehensive Our Network Operations team. Their clear objective is to provide excellent network integrity and partner and network services. NBN Co's partners will also be supported by highly automated processes via Operational Support Systems (OSS) that will drive real time transactions. Our operation team comprises high calibre qualified professionals both in the office and field based.

Our broad operations functions are responsible for a mix of delivering excellent service to our partners, providing a comprehensive program for interoperability, fulfilling orders for services, assuring network performance and integrity and supplying comprehensive health, safety and environmental programs.

Network and Service Operations Centre

The nerve centre of the NBN will be a world class Network and Services Operations Centre (NSOC) which will provide state of the art network monitoring 24 hours a day, 365 days a year of the entire national network.The NSOC will provide a single point of contact for all of NBN partners to activate services, manage enquiries and to rectify any end user service disruption.The NSOC offers a multi-tiered support for customers and the network:

• Customer Operations Team - 24/7 helpdesk support for our partners
• Network Surveillance Team - 24/7 network monitoring and proactive management of the network
• Operations Support Team - supports a comprehensive network maintenance programme

National Activation Centres and Depots

Our partners' orders will be delivered through centralised Service Activation Centres and the network will be supported through field engineering services operating out of strategic depots. These will be established in every State and Territory of Australia, ensuring we have National coverage to conduct installations, maintain the network and rectify any service disruptions.