Message from Verizon Senior V.P. Kevin Service

The following is a message from Kevin Service, Verizon Senior V.P. of Network Operations Northeast Region

On Sun, Apr 5, 2020, 12:02 PM Service, Kevin M <insideverizon@verizon.com> wrote:
Team, Over the past few weeks, I have seen this team go above and beyond to provide superior services to our customers who are feeling displaced and anxious during this crisis. Through your work, you are restoring a sense of normalcy by allowing communities and families to stay connected amid these challenging times. I am deeply appreciative of your continued commitment and camaraderie. Our highest priority is the health and safety of our V Teamers. As we continue to monitor COVID-19 developments, we will continue to make the necessary adjustments to our operating model that ensure your safety while keeping our customers connected. This week, we will make a major adjustment and will be implementing new installation and maintenance procedures that will heighten the protections we have in place for our installation and maintenance technicians. For our central office, construction, contract services, and OCC team members, we will continue to operate according to CDC guidelines and the processes we currently have in place. Below is an overview of our new dispatch strategy, which will go into effect Tuesday: ProvisioningOther than for critical services, such as designated TSP circuits, governmental, public safety, care facility, and enterprise services, all provisioning work will be put on hold. Exceptions to this policy will require executive approval. RepairOther than for those critical services mentioned above, and for medical emergency situations, we will no longer be entering consumer and small business premises. We will instead be working to resolve troubles while staying outside, and where necessary, interacting verbally with customers to walk them through inside troubleshooting steps. This change will challenge our team to be determined and creative, but with the tools and support you’ll be provided, I know we will be successful.Your local management team will be providing more detailed guidance to you on Monday.As I said in my last email, we will continue to listen to your feedback and concerns, and make the necessary adjustments to deliver for our customers while ensuring the safety of our team.Thank you again for all you are doing, and stay safe.Kevin.