Service Management Global Network Operations CWU and Prospect

Q1 business review

Marc de Wit

Service ManagementGSO

Our priorities for 11/12Q1 review

Global Service Operations in 11/12Our team make up internationally

Row Labels Count of OUCBand 1 108Band 2 40Band 3 2No Role code 37Non UK Role 154Skill Band C 29Skill Band D 17(blank)Grand Total 387

61% UK based46 team members150 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

TransformationPlan 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 8th July

• Analyse areas of improvement and prepare analysis report with recommendations for action by

15th 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 ManagementGSO

People trends for 11/12

Care Agile Q1GSO in Q1

Headlines (UK survey data):

• very slight drop in EEI from Q4 3.77 to 3.76, almost unchanged• EEI remains higher than Service Management Q1 average, 3.65•very slight drop in PCI from Q4 3.90 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 in GSO SM

Working at BT makes me want to do the best work I can 3.73 3.76

People share what they know and learn from each other 3.83 3.86

Highest scoring questions GSO

My manager works with other managers across the business 4.15

My manager values people who do the right thing for the customer 4.11

I am confident I can help BT be number one as I have the right skills 4.09

Service Management Q1

Organisation Culture IndexThe first view of GSO in Q1

GSO ARM1 GSO ARM2

Global Voice and Media Operations

Sickness / StressIncreased 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

Next meeting and Close