The public information campaign to communicate about the process of migration to BT’s next generation network Version 11 – 24 September 2007 Information correct at time of publication. Please note that the latest version of this presentation can always be found in the toolkit section within the communications area of the Consult21 website –

2 Why create a new platform? Customers and CPs connected to BT’s next generation network will benefit from its stability, security, speed and high capacity. The new next generation network will put UK consumers and businesses at the forefront of communication technology developments worldwide. Third parties will be able to develop new products and services enabled by the migrated BT network (such as next generation broadband and video on demand).

3 End user migration progress PSTNBroadbandBoth 2011

4 Why does BT consult? Reason 1: to minimise implementation risks Reason 2: to maximise the benefit of 21CN: To deliver a great network with profitable products and very satisfied customers Consult21 Objectives Ensure industry is aware of the 21CN vision and BT’s progress towards achieving its goal Achieve a shared understanding with industry on 21CN Ensure industry has an opportunity to input to 21CN development

5 Consult21 Structure: Today Systems & Processes Network Structure Implementation & Migration Communications Interconnect & Portfolio Point to Point BroadbandLine Access Working Group Management STEERING BOARD Expert Groups A number of working groups, including four that are product / portfolio focussed, co-ordinated through Consult21 working group management and governed by a steering board

6 Background Between 2006 and 2011, BT will be upgrading its voice, broadband, and ISDN lines to a next-generation network (NGN). Customers may experience some minor service interruptions at the point of migration to the NGN. Industry agreed to communicate the migration to ensure any end user disruption is minimised. The communication is being managed by a Working Group comprised of representatives from Communication Providers (CPs), resellers and industry associations. Ofcom is involved in and supportive of this activity.

7 Who will we be affected by the process? All customers with BT based voice, broadband or ISDN lines will be switched-on to the new network. BT delivers network services to over 700 telecoms suppliers that provide phone, internet and mobile services to customers across the UK. As a result, even though consumers may not be a direct customer of BT, their services may still be carried over the BT network and therefore could be affected by the migration of the network. Calls by mobile or cable customers to lines which are being switched- on may be affected by service interruptions.

8 Who isn’t affected by the process? Cable customers and Kingston Communications customers in East Yorkshire will not be affected. Mobile networks are not affected by the switch to the new network.

9 What is switched-on? Switched-on is the name of the programme of public information to communicate BT’s migration to a NGN. Switched-on is not commercial in any way and is not designed to give any single provider a competitive advantage. It will not communicate any new services or benefits enabled by the new network for BT or any other CP.

10 The aim of switched-on To create awareness with consumer and SME end users about the migration and communicate details of service interruptions and minor changes to services. To ensure that customers are positively informed about the migration process and feel a sense of reassurance. To build a sense of anticipation for what the new platform will enable. To be inclusive and representative of the whole industry: not to create competitive advantage for any CP.

11 Creating a brand for migration communication

12 End user communication collateral Residential SME

13 Website

14 The communications toolkit To ensure CP generated communications regarding the new network and the process of getting switched-on are consistent across the industry, a comprehensive toolkit of collateral and guidance has been produced. Contents include: –Artwork and brand guidelines. –Downloadable banners for websites. –Call centre briefing pack. –How to register for the CPE testing tool. –Consistent messaging to cut and paste into reseller communication. –The latest version of this presentation. The latest toolkit materials can be downloaded from the communications area of the Consult21 website and will be added to over time at

15 CP Toolkit

16 Reseller communications programme BT is committed to a programme of Industry Consultation (Consult21) in respect to the planned implementation of its 21st Century Network (21CN). Consult21 is designed to ensure the 21CN meets the needs of its users and to stimulate an exchange of ideas and feedback from the Industry on the 21CN vision and progress made. Whilst this customer engagement has been focussed on Communication Providers (CPs), BT Wholesale recognises that resellers are an important part of the market and should also be informed and engaged with. A Reseller communications sub-group was formed in January 2007, co-chaired by –Michael Eagle, FCS (co-chair) –Wendy Moir, BT Wholesale communications (co-chair) –Cem Ahmet, Gamma (industry sponsor). The aim of the subgroup is to ensure that resellers are provided with a number of opportunities to receive essential information and support relating to BT’s next generation network programme.

17 Reseller communications programme activities Switched-on presence at selected industry events. –Speaker slots, stands, show materials. Offer made to CPs with reseller channel for own reseller events. Bespoke events planned London, Birmingham and Glasgow - September Knowledge building webcalls. Reseller newsletter and database/mailing list for regular programme updates. Editorial/advertising in key reseller titles i.e. comms dealer to build further awareness. Access to switched-on communications toolkit Reseller area in Consult21 website.

18 Reseller newsletter

19 How to register Link to 21CN website Link to Pathfinder description on 21CN – page to be created Link to switched-on website 2 nd link to registration the editor with comments Link to unsubscribe Links to relevant websites Registering for information

20 Proposed resellers registration format look and feel

21 SOURCES OF FURTHER INFORMATION Information and support for communication providers on the 21CN programme: The independent public information website covering the process of migration: For general information about BT’s 21CN programme go to:

22  Answers Questions