Service Delivery webcast

15 April 2011

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 © British Telecommunications plc

Service Delivery Our new organisation

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

© British Telecommunications plc

Field Engineering (South) - Vacancy

Service Development

Michelle van der Peet

Service Development

Set Direction Deploy Direction Manage Direction

Front Door/ Growth Strategy & Planning Transformation Programmes BPM Competency Centre Service Manufacturing PMO 6

Service Performance

Paul Taylor

Service Performance

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

Production Planning

Colin Shearn

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

HR Director

Keighly Droy-Whelan

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 12

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 13

Looking ahead…….

Mark Whitley

15 Looking ahead……..

• Short term priorities…..

– Process Flows – Gaining control – Addressing Service issues • And what we’re building on – Service Manufacturing – Positive Working environment

16

Q&A

• 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