1. Service Delivery webcast 15 April 2011

2. © British Telecommunications plc Agenda Welcome – Mark Whitley SD Operating Model update – Mark Whitley SD Leadership Team – meet some faces –Michelle van der Peet –Paul Taylor –Colin Shearn –Keighly Droy-Whelan Looking ahead – Mark Whitley Q&A Don’t forget you can submit your questions at any time during the webcast

3. Service Delivery - Our new organisation Mark Whitley

4. © British Telecommunications plc Service Delivery Mark Whitley Service Delivery Mark Whitley Energy & Carbon - Richard Tarboton Service Enablement - Tim Springham BTW Mobile - Mike Cook UK Data - Pete Stewart UK Voice - Pete Stewart (covering) International Delivery - Dave Dobson Complex Customer & Migrations - Neeraj Khanna MSL - Nigel Thorne Field Engineering (North) - Paul Holl Field Engineering (South) - Vacancy Service Performance Paul Taylor Service Performance Paul Taylor Service Development (Transformation) Michelle van der Peet Service Development (Transformation) Michelle van der Peet Production Planning Colin Shearn Production Planning Colin Shearn

5. Service Development Michelle van der Peet

6. 6 Service Development Service Manufacturing PMO BPM Competency Centre Front Door/ Growth Strategy & Planning Transformation Programmes Set Direction Deploy Direction Manage Direction

7. Service Performance Paul Taylor

8. 8 Service Performance Escalation Management & Learning Service Analysis Quality Assurance Service MIS Customer Experience

9. Production Planning Colin Shearn

10. © British Telecommunications plc Production Planning Demand Forecasting Bid Support to the front door Production Management Strategy development Flow Interface / Business Management Resource and People capacity planning Performance Reporting

11. HR Director Keighly Droy-Whelan

12. 12 What you are telling us....... OCI results for L2C & Field Feedback you’ve shared with us from CARE & various engagement forums Results – no significant change Committed to creating a positive working environment for everyone Take the best of both L2C & FE so everyone can give their best and enjoy the work they do

13. 13 Integrated people plan 11/12 A new integrated people plan for 11/12 - taking the best practice from both units Using OCI results as the springboard and baseline Link between the things we do, the people outcomes and the measures we will use We will keep listening to you and share our progress openly and honestly More information in the next webcast In the meantime......it’s time to finalise your performance reviews for 10/11 and set standards / objectives for the year ahead

14. Looking ahead……. Mark Whitley

15. 15 Short term priorities….. –Process Flows –Gaining control –Addressing Service issues And what we’re building on –Service Manufacturing –Positive Working environment Looking ahead……..

16. 16 To ask a question: –On the webcast: use the green button and type your question –On LiveMeeting / audio: dial *1 on your telephone keypad, or enter your question via the text box Q&A