BT’s CR story

© British Telecommunications plc

BT’s CR story

BT has a long-standing commitment to responsible andsustainable business practices.Our commitment to help createa better, more sustainableworld is as strong as ever.

Sir Michael Rake, Chairman, BT

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Allan Scott, Head of Marketing, March 2011Allan Scott, Head of Marketing, March 2011


Delivering the public spending cuts facing the new Government will not be easy. But those who argue it will be impossible without slashing services should take a look at BT.

David WightonBusiness and City Editor The Times

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We met our cost challenge head-on• It is not enough any more just to ‘squeeze the sponge’

– you have to do things differently• We have been through it

Cut operating expenditure by £1.8 billion

Reduced capital expenditure by £800 million

Improved our bottom line by £250 million

Increased our cash flow by £1.2 billion

All while facing an economic recession, and without compromising customer service

In the last 18 months ,we have:In the last 18 months ,we have: Delivering the public spending cuts facing the new Government will not be easy. But those who argue it will be impossible without slashing services should take a look at BT.

David WightonBusiness and City EditorThe Times

Delivering the public spending cuts facing the new Government will not be easy. But those who argue it will be impossible without slashing services should take a look at BT.

David WightonBusiness and City EditorThe Times

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BT cut costs while improving services

5. Industrialise processesAutomate processes as far as possible, including across organisational boundaries. Enable customer self-service, and minimise themanual handlingof information

1. Impose disciplineConstrain travel and discretionary spend.Halt purchasing, centralise decision making, introduce new business rules and freeze recruitment

2. Rationalisesupply chainConsolidate with fewer suppliers andrenegotiate contracts. Centralise vendor management andrequire the use of preferred suppliers.Stop and review all CAPEX plans

3. Drive tacticalefficiency andengage everyoneUse local headcount reduction targets to

drive local prioritisation and efficiency. Demonstrate leadership through ‘town hall’ meetings. Speak regularly to all staff and involve them. Use technology for mobile & flexible working & rationalise property portfolio

4. Redesign the operating modelWipe the slate clean. Rethink how the organisation needs to work. Simplify processes, create shared service factories and focus on getting services right first time. Designthe organisation structure last


Mobilising Business ProcessesOperational improvement through mobilising processes, applications, service & supply chains and assets

Mobile ServicesMobile voice, data & email services: GSM, GPRS & 3G services, Public Wi-Fi & Wireless LAN

Work Anywhere – The BT Approach to Enterprise Mobility

Flexible WorkingEmpowering people to work flexibly, securely and efficiently wherever they are


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Business Drivers for Flexible Working

Increasing productivity of employees, systems and resources• enabling project-based working practices• reducing non-productive time and absenteeism

Delivering more effectively•creating a more engaged, motivated & customer-focussed workforce•moving to objective based management and focus

Ensuring business continuity & CSR•reducing the dependence on employees working from office locations•meeting sustainability objectives, reducing carbon impact

Reducing operational costs• space reduction and property rationalisation• reducing property management costs

Retaining and attracting talent•supporting work-life balance•keeping the right people & meeting legal requirements


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What is Total Collaboration from BT?

• BT Total Collaboration brings together a variety of communications channels such as web, instant messaging, audio, video and conferencing into one integrated unified communications toolbox.

• One size does not fit all!• These can be tailored to meet your organisation needs. • This could be voice, video, IM, workspaces, web conferencing,

audio conferencing, etc.• The following slides guide you to chose which technologies will

help you to collaborate.


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The dynamics of collaboration

Face-to-face

Telepresence

Video

Web

Audio

IM

Social interaction tobuild relationships

Present andedit documents

See reaction andbody language

Simple clarification

Discuss issuesand actions

0 1 2 3 4Meeting duration (hrs)

Meeting needs

PP


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Face-to-face

Telepresence

Video

Web

Audio

IM







Meeting needs

IM• IM/ Presence / Chat

MS OCS, BPOS, and Cisco UPS • Web 2.0/ Social Networking

iClick, Synapse


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Face-to-face

Telepresence

Video

Web

Audio







Meeting needs

Audio• Telephone calls

(TDM, IP, Mobile)• Audio conferencing• Voicemail• Contact management


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Face-to-face

Telepresence

Video

Web







Meeting needs

Web• Web conferencing

Cisco WebEx and MS LiveMeeting • Email

MS Exchange, BPOS• Document sharing / White

boardingMS SharePoint, LiveMeeting, BPOS


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Face-to-face

Telepresence

Video







Meeting needs

Video• Video to the desktop/

streaming


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Face-to-face

Telepresence







Meeting needs

TelePresence/ Immersive Video

• UC VideoCisco, Polycom, Tandberg


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Face-to-faceSocial interaction tobuild relationships






Meeting needs


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The benefits of Total Collaboration

Total Collaboration will help you:

Improveproductivity

Reducecosts

Workglobally

Be greener


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Improve productivity

Reach the right person, first time, every time, and access colleagues, information and messages from wherever you are.

Increase time to market

Presence technologies save each user, on average,32 minutes a day (Research by Sage)

The BT experience:• BT Homeworkers are

31% more efficient• Absenteeism down 63%• 97% of women return to

BT after maternity leave(UK average is 40%).


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Reduce costs

Total Collaboration can deliver savings in labour, inventory, distribution and customer service

Cut mobile phone bills by 30%, email traffic by 40%and voicemail by 15% with Instant Messaging (IM)

The BT experience:•60,000 of our 100,000 global employees are UCC enabled remote workers•A further 11,500 are home based, providing BT with property savings of £500 million per year. •Our Carbon Impact Assessment has saved BT £363 million over 5 years


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Be greener

Total Collaboration technologies reduce travel, remove cost, lower carbon emissions and increase productivity.

Presence enables application sharing and instant messaging while Telepresence enables global collaboration with real-life teleconferencing.

The BT experience:

• BT saved annual travel & subsistence costs of €111m • Conferencing has eliminated more than 700k face-to-face

meetings a year at BT • BT has achieved a 45% reduction in emissions frpm air

travel over the past 2 years

BT was the first organisation to meet WWF’s One in Five challenge July 2010

BT was the first organisation to meet WWF’s One in Five challenge July 2010


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Documents

BT’s CR story