Transcript BT Design Agenda – 30th April (1530

09/10 Improved right first time measures for BT Group
For lead to cash we have to do all these to get it ‘right first time’

It is simple
and easy for
customers to
contact us


We deliver
the entire
service ontime
All promises
made are
kept

Customer is
billed
correctly
Customer
doesn’t have
any issues
within 28
days
For trouble to resolve we have to do all these to get it ‘right first time’

It is simple
and easy for
customers to
contact us

All promises
made are
kept
….

The issue
must be
resolved or
closed as
promised
Customer
doesn’t have
any further
issues within
28 days
Customers
do not have
any issues in
the first place
1
09/10 Improved right first time measures in BT Retail
For lead to cash we have to do all these to get it ‘right first time’

It is simple
and easy for
customers to
contact us

All promises
made are
kept


Customer
doesn’t have
any issues
within 28
days
We deliver
the entire
service ontime
Customer is
billed
correctly
All elements of
the order are
completed on
or before the
date we
promised to the
customer
If the customer
has a problem
with their bill we
resolve it
completely so
they don’t need
to call in again
The customer
does not raise
a fault or help
request within
28 days
Measures:
On Time
Delivery
Measures:
Billing OCR
Measures:
ELFs
For Retail, that means…
Our Customers
do not give up
whilst waiting to
speak to us
or need to call
back and are
dealt with by
our first agent.
We arrive at the
time we promise
for all
appointments
and we don’t
cancel the
customers order.
Measures:
Abandoned Calls
FCR (Consumer)
Transfers (Bus)
Measures:
Cancellations
Appointments
Met
2
09/10 Improved right first time measures in BT Retail
For trouble to resolve we have to do all these to get it ‘right first time’

It is simple
and easy for
customers to
contact us

….

The issue
must be
resolved or
closed as
promised
Customer
doesn’t have
any further
issues within
28 days
We arrive at the
time we
promise for all
Appointments
The issue is
closed to
customer
satisfaction on or
before the date
we promise
The customer
does not raise a
Subsequent
fault or help
request within
28 days
We reduce the
number of T2R
events (faults
and help) and
improve
overall Service
Reliability
Measures:
Appointments
Met
Measures:
On Time Resolve
Measures:
Repeat reports
Measures:
Incoming Calls
(Cons)
T2R Events (Bus)
All promises
made are
kept
Customers
do not have
any issues in
the first place
For Retail, that means…
Our Customers
do not give up
whilst waiting to
speak to us
or need to call
back and are
dealt with by
our first agent.
Measures:
Abandoned Calls
FCR (Consumer)
Transfers (Bus)
3
09/10 Improved right first time measures in BT Global Services
For lead to cash we have to do all these to get it ‘right first time’

It is simple
and easy for
customers to
contact us

All promises
made are
kept

We deliver
the entire
service ontime

Customer is
billed
correctly
Customer
doesn’t have
any issues
within 28
days
For Global Services, that means…
When customers
contact us to
place an order
the information
is captured
clearly and
concisely so we
don’t have to
re-contact
Measures:
Sales order
quality
We arrive at the
time we promise
for all
appointments
and we don’t
cancel the
customers order
Measures:
Appointments
Met
Cancellations*
All elements of
the order are
completed on
or before the
date we
promised to the
customer
Measures:
On Time
Delivery
Our bills are
accurate such
that the
customer has
no issues
preventing
payment on the
due date
Measures:
Billing accuracy
Bill Payment
on-time
The customer
does not raise
a fault or help
request within
28 days
Measures:
ELFs
4
09/10 Improved right first time measures in BT Global Services
For trouble to resolve we have to do all these to get it ‘right first time’

It is simple
and easy for
customers to
contact us

….

The issue
must be
resolved or
closed as
promised
Customer
doesn’t have
any further
issues within
28 days
We arrive at the
time we
promise for all
Appointments
The issue is
closed to
customer
satisfaction on or
before the date
we promise
The customer
does not raise a
Subsequent
fault or help
request within
28 days
Measures:
Appointments
Met
Measures:
On Time Resolve
Measures:
Repeat reports
All promises
made are
kept
Customers
do not have
any issues in
the first place
For Global Services, that means…
Our Customers
do not give up
whilst waiting to
speak to us
Measures:
Abandoned Calls*
Our services
are reliable
and offer
excellent
availability
Measures:
Reliability (MTBF)
Availability
5
09/10 Improved right first time measures in BT Wholesale
For lead to cash we have to do all these to get it ‘right first time’

It is simple
and easy for
customers to
contact us

All promises
made are
kept

We deliver
the entire
service ontime

Customer is
billed
correctly
Customer
doesn’t have
any issues
within 28
days
For Wholesale, that means…
Our Customers
can use our
business to
business
interfaces at all
times thus not
impacting nor
delaying their
operations
Measures:
Gateway and
Portal availability
We arrive at the
time we promise
for all
appointments
and we don’t
cancel the
customers order.
All elements of
the order are
completed on
or before the
date we
promised to the
customer
Our bills are
accurate such
that the
customer has
no cause to
raise a query
Measures:
Cancellations*
Appointments
Met
Measures:
On Time
Delivery
Measures:
Billing Queries
to Bills Ratio
The customer
does not raise
a fault or help
request within
28 days
Measures:
ELFs
6
09/10 Improved right first time measures in BT Wholesale
For trouble to resolve we have to do all these to get it ‘right first time’

It is simple
and easy for
customers to
contact us

….

The issue
must be
resolved or
closed as
promised
Customer
doesn’t have
any further
issues within
28 days
We arrive at the
time we
promise for all
Appointments
The issue is
closed to
customer
satisfaction on or
before the date
we promise
The customer
does not raise a
Subsequent
fault or help
request within
28 days
Measures:
Appointments
Met
Measures:
On Time Resolve
Measures:
Repeat reports
All promises
made are
kept
Customers
do not have
any issues in
the first place
For Wholesale, that means…
Our Customers
can use our
business to
business
interfaces at all
times thus not
impacting nor
delaying their
operations
Measures:
Gateway and
Portal availability
We reduce the
number of T2R
events (faults
and help) and
improve
overall Service
Reliability
Measures:
T2R Events
7
09/10 Improved right first time measures in BT Openreach
For lead to cash we have to do all these to get it ‘right first time’

It is simple
and easy for
customers to
contact us

All promises
made are
kept

We deliver
the entire
service ontime

Customer is
billed
correctly
Customer
doesn’t have
any issues
within 28
days
For Openreach, that means…
Our Customers
can use our
business to
business
interfaces at all
times thus not
impacting nor
delaying their
operations
Measures:
Gateway and
Portal availability
We arrive at the
time we promise
for all
appointments
and we don’t
cancel the
customers order.
All elements of
the order are
completed on
or before the
date we
promised to the
customer
Our bills are
accurate such
that the
customer has
no cause to
raise a query
Measures:
Cancellations*
Appointments
Met
Measures:
On Time
Delivery
Measures:
Billing Queries
to Bills Ratio
The customer
does not raise
a fault request
within 28 days
Measures:
ELFs
8
09/10 Improved right first time measures in BT Openreach
For trouble to resolve we have to do all these to get it ‘right first time’

It is simple
and easy for
customers to
contact us

….

The issue
must be
resolved or
closed as
promised
Customer
doesn’t have
any further
issues within
28 days
We arrive at the
time we
promise for all
Appointments
The issue is
closed to
customer
satisfaction on or
before the date
we promise
The customer
does not raise a
Subsequent
Fault request
within 28 days
Measures:
Appointments
Met
Measures:
On Time Resolve
Measures:
Repeat reports
All promises
made are
kept
Customers
do not have
any issues in
the first place
For Openreach, that means…
Our Customers
can use our
business to
business
interfaces at all
times thus not
impacting nor
delaying their
operations
Measures:
Gateway and
Portal availability
We reduce the
number of T2R
events (faults)
and improve
overall Service
Reliability
Measures:
T2R Events
9
Concept to Market RFT measures

We achieve 95% RFT for L2C in the first calendar
month after launch (or on a glide path agreed with Group)

We arrive at
the time we
promised for
any
appointment
Customer
doesn’t
abandon
the call
Product
launched on
the latest
customer
confirmed data


The order is
closed on
or before
the date we
promise

Customer
billed
correctly for
the service
The product
or service
must not
fail within
28 days
We achieve 95% RFT for T2R in the first calendar
month after launch (or on a glide path agreed with Group)


Customer
doesn’t
abandon the
call


Appointment
offered within
the lead time
for that type
of fault

We arrive at
the time we
promised for
any
appointment

The problem
must be fixed
or closed on
the promised
day
A fault
doesn’t
happen again
within 28
days
Launched Product delivers 100% of the Priority 1
requirements (the Minimum Market Feature Set)
10