1. Broadband Tim Snape ISPA UK

2. The Future Over the next 10 years SMEs will be the main drivers of economic growth, product innovation and job creation in the UK –ref www.foresight.gov.uk

3. The 3 Key Messages The customer The customer The customer

4. Our Role To promote competition in the delivery of high quality solutions to the customer To the economic benefit of the UK as a whole And to the benefit of the UK Internet Industry

5. Our Activities/Goals Regulatory Compliance - Advisors/Victims Security, security, security Data protection/Privacy compliance Illegal content & child protection N&TD Critical Infrastructure

6. What the customer wants 1 More and more SMEs want voice and data strength, reliability, efficiency and the things that corporates take for granted. –Mike Johnson Senior VP Worldwide marketing Avaya

7. What the customer wants 2 To be in control

8. Two Models Utility Model –gas, electricity water Service Model –flexible, customer facing, customer centric

9. What works The Service model

10. Technology The hardware exists Technology is irrelevant People are the key The way people use technology is the challenge

11. Support Support Support Making it simple People need support Good support is difficult Good support is cheap(er)

12. The Challenge e-Access for the : –elderly –illiterate –uninterested –40 - 50 year old males Compelling Applications The Killer App

13. Support Strategy Aggregation & Procurement models Public authority involvement eChampion concept empowering the consumer

14. Mistakes Local Government Regional Government Central Government European government

15. Timescales Blair target is achievable Government has the right priorities Government has the wrong approach Significant abuse and distortion in the market

16. Conclusions Focus on the needs of the customer Aim for consensus across Industry Make and learn from mistakes We are making history More passion Aim high