1. Jo Upward Director 21CN Customer Experience 21C Customer Experience (CE) progress and recap web call 29 th January 2009 Welcome

2. Cautionary statement BT's 21C Customer Experience and associated programmes are still in the process of development and the subject of consultation. The information in this presentation may be subject to change.

3. Agenda Customer experience – the journey so farJo Upward 21C CE programme – you said / we didMaggie Chandler CE strategy and plans for 2009/10Darrin Price Initial conclusions and next stepsJo Upward Q&A session / pollsJo Upward CloseJo Upward

4. CE strategy Customer satisfaction How we will achieve your needs and develop the future vision for your business How we know how well we have or have not done How we understand your needs & issues How we engage under 21CN Customer Experience Engagement under Consult 21

5. Our focus for Customer Experience our starting point……. “Right First Time” is fulfilling a customer’s expectations perfectly, as perceived by the customer. It measures the success in delivering promises made to the customer in Lead to Cash (L2C), Trouble to Resolve (T2R) and Concept to Market (C2M).”

6. The journey so far Continuous review of projects and prospects to ensure we improve our customer experience measured by “right-first-time” Customer satisfaction improvement areas – in four functional areas - Relationship - Service - Products - Billing Review and resolution of the snagging lists from the January CE event Series of CE events & web calls held on specific CE areas Quarterly Customer Experience progress reports

7. RFT Performance trends

8. The importance of customer experience – you’ve told us the areas we need to improve… Make decisions quicker Show flexibility / agility Take ownership of issues Speed up response Reduce bureaucracy Improve communications

9. The BT Wholesale Customer Satisfaction Programme Maggie Chandler General Manager Customer Satisfaction

10. The BT Wholesale Customer Satisfaction Programme Revenue Management Revenue Management Relationship Products & Pricing Products & Pricing Provision & Repair Provision & Repair BT Wholesale has two measurements for customer experience: The Customer Experience Measures – Right First Time and Cycle Time - are our internal indicators The Customer Satisfaction Measures are all about how you think we’re doing around four key areas: Based on your feedback my team develops and manages the Customer Satisfaction improvement plans and projects across BT Wholesale. We would like you to agree with the statement that “BT Wholesale is number one for customer experience”. “They just don’t give us enough information to easily reconcile”, “They need to improve the formatting of their bills” “We need clearer and more timely communication” “We need more contact with the account team” “You can fall into an automated loop and end up fighting with systems to get a real person” “We need a better flow of communication from the Product Teams” “We need better communication and understanding of the SOR Process” “They need to decrease repeat faults”

11. Your feedback ensures we are putting our resource into improving the things that matter to you We are delivering a programme of improvements for you The feedback loop continues after we have implemented the improvements Products & Pricing Relationship Revenue Management Revenue Management Provision & Repair Giving Customers more control in accessing their operational reports Improving the interfaces for ordering and repairs Giving Customers more control in accessing their operational reports Improving the interfaces for ordering and repairs Improving the accuracy of bills Making it easier for you to reconcile the bills Improving the accuracy of bills Making it easier for you to reconcile the bills Enhancing the account management structure Improving the information we can offer you on products and services Enhancing the account management structure Improving the information we can offer you on products and services Decreasing the time taken to bring new products to market Ensuring you are involved throughout the product development process Decreasing the time taken to bring new products to market Ensuring you are involved throughout the product development process

12. You said, we did.…Revenue Management Improvements to bill formats and processing: Reformat of the DataStream Invoice, provision of an enhanced IPStream Summary Report and inclusion of CBUK Reference Numbers on IPStream Bills Faster and easier reconciliation eBilling now available for DataStream Data available when required and in safer format PPC billing migration back to a BT Wholesale Platform Better quality control Quicker access to the information you request Co-Managed Debt Process (scope currently for top 24 customers) a single point of contact for all credit control activities a new combined debt statement which will incorporate BT Wholesale, BT Retail and Open Reach invoices a co-ordinated approach for any reminders and breach notices when required We would like a reasonable summary of information provided to us rather than having to work out our own summary from the detail. Fixed customer, Sept 08 [BTW need to improve] their billing to us on the Wholesale bills. Fixed customer, April 08 The format of the bill could be improved. Fixed customer, April 08

13. You said, we did …Relationship ‘ MyPage’, Matrix Team Working, The Loop My Page Personalised btwholesale.com to you and your company Quick links to your most used pages Easy access to your key contacts details Know what is happening when with our Event Calendar The Loop News and information that’s directly relevant to you, your business and your customers. Matrix Team Working An expanded account team including Service, Billing and Products representation. Allows your relationship manager the quickest and easiest access to information you need. We need regular information, more product information, regular updates and product development. Fixed customer, May 08 Communicate more clearly and transparently. Fixed customer, Aug 08 BTW need to make it easier to understand who to speak to under certain circumstances. Fixed customer, Sept 08

14. You said, we did …Provision and Repair Early Life Failure Help Desk, Broadband Faults, Rapid Restore Early Life Failure Help Desk Helping us to proactively manage early life failures Improved Information and Resolution of Broadband Faults A tool that intelligently determines faults Reduces the amount of inconclusive results Will keep you better informed Rapid Restore (In trial) A new process that will help minimise the effects when a fault puts a private circuit out of action They need to be more understanding to our customer needs; to have the resources available; dedicated teams on hand; and to be more flexible in the way they conduct repairs. Fixed customer, July 08 [BTW need to] improve the speed of repair. Mobile customer, April 08 Improve fault restoration times. Mobile customer, Oct 08 They need to respond quicker to faults, CSPG customer Oct 08

15. You said, we did …Products Product Roadmaps, Agile Product Development, SOR tool Product Roadmaps New format Product Roadmaps for each of the major product sets Agile Product Development Agile process with 6 week development cycles Non linear and collaborative approach Increased flexibility and customer involvement SOR tool Online submission of SOR, increased collaboration, regular progress updates Review industry SORs, collaborate on trials Improve communication; strategy workshops and inclusion in product development and design. We should be included as part of this. Broadband customer, March 08 The process is slow and bureaucratic. We have no confidence as our requirements are not taken seriously. CSPG customer, May 08 More engagement on product development areas that might be of interest to us Mobile customer, Sept 08 From BT, [we need] a key roadmap to say what new products and services they are introducing Mobile customer, July 08

16. Customer Experience strategy & future plans for 2009/10 Darrin Price Head of BT Wholesale CE Strategy and C2M

17. Right First Time Looking back on the year so far How it is working for you?: Promises kept to your customers Less provision failure Less time spent on repeat faults How it is working for us?: ‘Right First Time’ is a strong message to our people Has become one of the top priorities for BT Wholesale Now and the rest of this financial year: Won’t stop until we deliver the highest levels of provision and repair performance Preparing for new challenges: Expand from provision and repair into other areas and other products

18. Right First Time approach for next year Press ahead with today’s RFT challenges 20CN provision & repair

19. Right First Time approach for next year Expand the right first time to other areas of our service ease of contact reliability billing 20CN provision & repair

20. Right First Time approach for next year Expanding right first time principles to 21CN products and migration 21CN products and migration product development ease of contact reliability billing 20CN provision & repair

21. Feedback conclusions – CE areas of improvement Communications – Maggie Chandler C2M/Product Development – Darrin Price Service Activity Log – Bal Clare/Stephen Hunt Billing – Graham Crane

22. Comms & engagement programme CE next steps web call – 2nd March/tba CE Face-to-Face event – May/June Quarterly calls to keep you up to date CE web call programme (top ones from event feedback form): –Billing - Completed (22 nd Jan 09) –Collaborative web portals/MyPage - 11 th Feb 09 –Product Roadmaps - Feb/March –Broadband escalation - Feb/March –Diagnostics - March/April –Broadband - Name the day - March/April –Broadband Availability Checker - Completed (8 th Dec 08) –Process re-engineering - March/April –Broadband improved KCI - April/May –World Class Agile - April/May –Vantage - April/May

23.  Answers Questions

24. Close For replay, slides, further information & to give feedback: http://btwholesale.com/21CCE consult21.21cce@bt.com Thank you