1. 1 Service as a source of differentiation and value for BTW Service support functions organisational change call

2. 2 Agenda What is the organisational change all about? What’s the reason for change? Who, how many and when?

3. 3 From Product-focused Product focused functional teams Silo’d organisational structure Limited channel choice Poor self service functionality Significant manual intervention and processing Limited integration of strategy and targets Underdeveloped customer analytics and insight To Customer-focused Customer-centric: −Customer-focused solutions −Customer treatment based on lifetime value to BTW Single view of customer Integrated business units Multi-channel approach Insight-based decision making Todays model Tomorrows model

4. 4 A service organisation that supports growth in our market place “As is” Federated service accountability “To Be” E2E service accountability Support functions need to support all products and all markets All products served to all wholesale customers BT Operate Wholesale Openreach Broadband and Calls Data services Global Services Openreach Retail CMC Products Supplier

5. 5 A service organisation that supports all products in all markets Service set in a market context Ability to grow our capabilities Improve our supplier management Maintain our volume channels Align our support functions for all products and all markets

6. 6 Customer Experience Principles The customer experience principles below will underpin the BTW Service blueprint and vision for a customer centric business “Everything we do will be simple and easy for our Customers and Employees”

7. 7 What we have done so far ISPCo has been highly successful and is still expanding Trial of the CSPG help desk, a new “one stop shop” for all products Established the Wholesale service partners unit to drive our suppliers One contact resolution Alignment of the support functions We will create a Centre of Excellence for all reporting We want to streamline service experience and transformation We must have better management of service level’s What‘s next……

8. 8 So who is affected? Overall Service Support functions today @188 people Out of scope BB/Voice operations team members. People working in ISPCo on a KY OUC are not in scope of this organisational design review, however those central resources that ISPCo rely on (such as workflow, service introduction, transformation) have been included in the review. In Scope All support functions, managers, team members including Service Introduction (SEC) and workflow The training and reporting functions in ISPCo Headcount Reduction 24 people

9. 9 MD Director, Service Management Service Introduction L2C T2R Distressed customers Supplier management offshore Head of Service Performance Strategic customer engagement Strategy & Transformation Business planning Commercial & CSAT development Workflow Exec analysis & PMO Director, ISPCo POL operations EE operations Business Improvement & Change Mgmt. Customer experience WLMS Planning & Forecasting Director, Wholesale Supplier partners Mobile Managed services Data Voice Director, MDSO Wholesale service operations Head of service The new organisation