L2C Operating Model

Organisational design update Pete Stewart & Mike Cook

March 2011 1

Agenda • A reminder of what’s happening and why • Indicative timelines • The next level of detail • Impact and selection process • Next steps • Over to you – Q&A

Current state vs. future state

Current Operating Model Service Operations Service Optimisation Future Operating Model Service Enablement BT Mobile Service Delivery UK Data Service Delivery UK Voice Service Delivery International Service Delivery Complex Customers & Migrations Energy & Carbon Energy & Carbon

The ‘future’ model will be more

Customer-centric

and create a organisation with

clear accountability

for delivery

scalable

Implementation update

•

Production planning

currently in interim ‘lift and shift’ structure whilst the team determine the most effective structure to support the Flows •

Complex Customers & Migrations

Flow structure still being finalised •

International Service Delivery

structure defined, but we plan to implement this in conjunction with the Complex Customers & Migrations timeline •

Service Enablement

&

Energy & Carbon

org structures not impacted • We are now in a position to share the

UK Data, UK Voice & BT Mobile Service Delivery

team structures, in preparation for implementation

Planned UK Voice, UK Data & Mobile Flow timelines

14-Feb 21-Feb Union comms 28-Feb 07-Mar 14-Mar 21-Mar 28-Mar 04-Apr 07 Mar: SMT ‘heads up’ call (share Mob, Voice & Data structures 08 Mar: L2C All Hands Call (share Mob, Voice & Data structures 09-15 Mar: Individual mapping conversations following structured plan Selection activity as required CPAs in place Ongoing communications and engagement

BT Mobile Service Delivery - Mike Cook

BT Mobile Service Delivery: Accountable for End to End delivery of service, Customer Experience and cost efficiency of the Flow. Lowest level of accountability for an E2E order journey is at sub-flow level, with sub flows (consisting of Major BTW Customers) organised around the Flow of work Director, BT Mobile Service Delivery

Mike Cook

Note: Access Delivery process step:

Access Delivery coordination will sit within UK Data Flow, and be shared between UK Voice, UK Data & BT Mobile teams BT Mobile will engage the Access Delivery team to complete this step - however the BT Mobile Sub-Flow still remains accountable for the E2E order journey Vodafone O2 MBNL / EE (TMob, H3G & Orange) VF Operations Management Vodafone Delivery Management 02 Delivery Management 02 Operations Management MBNL/EE Delivery Management MBNL/EE Senior Ops Planning & Network integration • •

E2E order activities for each of the 3 Sub-Flows

•

Customer Order validation

•

Order Entry (MEAS) Order Mgt/Job Control (MEAS) Order Mgt (RBS/SiteConnect)

Planning & integration HE MEAS Planning & NPI Forecasting & Capacity Delivery Access Delivery (legacy products) Equipment Forecasting & Supplier Mgt • •

Planning activities:

•

Planning, Network integration

•

Config/Test & turn up MEAS HE planning Forecasting, Customer commercial (trade) interaction with MFUs

•

New product introduction, synthetic evaluation, supplier management

Products:

MEAS, SiteConnect, RBS

UK Data Service Delivery – Pete Stewart

UK Data: Accountable for End to End delivery of service, Customer Experience and cost efficiency of the Flow. Lowest level of accountability for an E2E order journey is at sub-flow level, with sub-flows (consisting of logical product groupings) organised around the Flow of work Director, UK Data Service Delivery

Pete Stewart

Offshore order entry:

Offshore OE teams would sit centrally under an Offshore lead, and matrixed into the Sub-Flow teams to undertake their activity. Accountability for the E2E order journey remains with the Sub-Flow lead UK Data Service Delivery fixed W S & OR CP’s WS Fixed PPC/RBS/ Int'connect WS Fixed Ethernet / MSIL OR EBD/GEA RoBT MPLS/PCs RoBT WAN/CE

E2E order activities

•

Order Entry

•

Network & service coordination

•

21c Network planning EBD/GEA

•

Order Mgt & Job Control

Products:

SiteConnect, PPC, NetStream/Prime, CommLocate Interconnect, IFA, Broadband Centrals (WMBC)

RBS & SiteConnect = OE Service task only

• • • • UK Data Service Delivery Rest of BT Escalations mgt

E2E order activities

•

Network Planning (21C Ethernet )

•

Core routing/assignment CPE ordering Data Config & commissioning Order Management & Job Control Service coordination

Products:

IPClear , Start MSP, BTNet, IP Converge, Metro/EquIP, Internet Access, IP Enabled, WAN, Dial IP, Cellstream, Framestream, Megastream, Learningstream, Continuity Products + RedCare, Kilostream, Kilostream N, Analogue, SHDS/ MegaStream Ethernet, CCTV 7 RoBT Ethernet UK Data Offshore mgt Offshore resource pool Access Planning Access Delivery Core Routing Delivery Mgt

Key activities undertaken in Access Delivery

: •

Access planning (radio & site survey)

•

Core routing/assignment

•

LLFN

•

Delivery management – Customer Networks

Note:

Access Delivery coordination will sit within UK Data Flow, and be shared between UK Voice, UK Data & BT Mobile teams

UK Voice Service Delivery – Pete Stewart

UK Voice: Accountable for End to End delivery of service, Customer Experience and cost efficiency of the Flow. Lowest level of accountability for an E2E order journey is at sub-flow level, with sub-flows (consisting of logical product groupings) organised around the Flow of work

Head of UK Voice

Offshore order entry:

Offshore OE teams would sit centrally under an Offshore lead, and matrixed into the Sub-Flow teams to undertake their activity. Accountability for the E2E order journey remains with the Sub-Flow lead WLR/BB/PSTN/ISDN2/ ISDN30 & switches Flow Featurenet, Featureline, Embark & IP Voice Flow UK Voice Offshore mgt Access Delivery PSTN/ISDN2 /WLR/BB/ Small & Med Switch ISDN30 & large switch • • • •

E2E order activities:

•

WS Order Entry & Service Switch Manager Support & CPC OSS Config/Admin CSS/SM Service co-ordination OM/JC No Allocation/Data Build Fall out tasks

•

Numbering & Addressing Solutions

•

Number/ Port Allocation

•

Data Build/Config/ Testing

•

Switch Config & Testing

Products:

PSTN, ISDN2, WLR, Broadband , Small, Medium & Large switch, ISDN30, WLR ISDN30 Featurenet / Embark / IP Voice • •

E2E order activities:

•

Order Entry

•

Featurenet Design & Delivery

•

Featurenet Data Build/Config Service co-ordination OM/JC Featureline / Embark Data Build

•

VoIP Data Build & Config

•

IP Exchange OE & Service

Offshore resource pool

Note: Access Delivery process step:

Access Delivery coordination will sit within UK Data Flow, and be shared between UK Voice, UK Data & BT Mobile teams BT Mobile will engage the Access Delivery team to complete this step - however the UK Voice Sub-Flow still remains accountable for the E2E order journey

Products:

Featurenet, Featureline, Embark, HUCs, SIP trunking, MMVOIP, IP Exchange 8

Impact and Selection process – Chetna Shah

Impact to individuals and approaches to selection will be as follows

: •

‘Lift and Shift’

– Individuals will be directly placed into roles where the new role in the function remains predominantly the same and where the same number of roles are required •

Job Cease

– Individuals will be displaced / made surplus where the role does not continue in the new organisation and/or there is a reduction in the number of roles – Where there are job ceases we will follow country guidelines and policies regarding selection – Dependent on country policy individuals whose job ceases will be offered the opportunity to apply for roles at a similar level in the new organisation predominantly through closed recruitment 9

Impact and Selection process

•

For new roles in the organisation:

– We will advertise through closed recruitment and select through short list and interview – In some instances we will undertake a paper placement exercise into roles which have changed but where we consider the skills and grading to be commensurate to the previous roles 10

Next steps • Continue as usual – your customers need you to continue delivering great service • Understand the changes being implemented • Understand the rationale • Keep focused on day to day responsibilities 11

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