Service Management Global Network Operations CWU and Prospect Q1 business review Marc de Wit

Service Management GSO Our priorities for 11/12 Q1 review

Global Service Operations in 11/12 Our team make up internationally Row LabelsCount of OUC Band 1108 Band 240 Band 32 No Role code37 Non UK Role154 Skill Band C29 Skill Band D17 (blank) Grand Total387 61% UK based 46 team members 150 reward framework

Global Service have now rigorously re-focused – and now offer eight core “close to the network” propositions underpinned by a streamlined product portfolio Professional services Enable global finance Work anywhere Optimise network- centric security Network operational efficiency Networked IT operational efficiency Enable voice and unified communications Make contact centres efficient Global Strategy

Transformation Plan to implement Control in GSO is based on “Control in a box” methodology: In the ‘Control’ phase, the focus is on:  standardisation of processes and systems, supported by….  standardisation of roles and accountabilities, underpinned by ….  robust process measurement, allowing….  rationalisation and efficient use of resources in responding to demands. Control Capabilities Survey 100% completed with managers for 3 Operational Areas in scope: Data Network Management, Voice Data Management, Complex Contracts Produce report for state of control in each team and heat map by 8 th July Analyse areas of improvement and prepare analysis report with recommendations for action by 15 th July. Deliver Control in GSO by end of Q4 by implementing agreed improvement actions GSCO/BTO Operational Alignment Programme Identify key opportunities for GSCO/BTO alignment with associated highlevel E2E operational and business benefit across 6 Programme workstreams by end of July 11.

Service Management GSO People trends for 11/12

Care Agile Q1 GSO in Q1 Headlines (UK survey data): very slight drop in EEI from Q to 3.76, almost unchanged EEI remains higher than Service Management Q1 average, 3.65 very slight drop in PCI from Q to 3.87 PCI remains higher than Service Management Q1 average, 3.78 B&H trend downwards from 3% Q4 to 2% Q1 Question we are lower than SM inGSOSM Working at BT makes me want to do the best work I can People share what they know and learn from each other Highest scoring questionsGSO My manager works with other managers across the business4.15 My manager values people who do the right thing for the customer4.11 I am confident I can help BT be number one as I have the right skills4.09

Service Management Q1 Organisation Culture Index The first view of GSO in Q1 GSO ARM1 GSO ARM2 Global Voice and Media Operations

Sickness / Stress Increased productivity must not come at the expense of spoiling our sickness trends SM and SI trend 2010/11 % Calendar Days Lost Service Management (mth/YTD) Breakdown view of GSO UK population:

Resourcing – challenge for 11/12 and plans for delivery 15% TLR reduction challenge July and August 10fte are not reductions but absorbing growth

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