1. Developments in Global Products
Sally Davis, President, Products and Services
BT Global Services
September, 2003

2. Agenda
• Who we are and what we do
• Global Products
– ICT services strategy
– Extending our global reach
– MPLS development
• Customer Service
– Strategy
– Track Record

3. The company - one BT
BT
BT Retail BT Wholesale BT Openworld BT Global
Services

4. BT Global Services Financial position at
Q1Continues to strengthen
• Strong quarter’s results:
- turnover grew by 5% year on year
• Improvement in underlying profitability and cash
flow:
- operating free cash flow turned positive pre-leaver
costs
• Our flagship MPLS product saw a quarter on
quarter increase in revenue of 170%
• Customer Satisfaction improvement:
- Dissatisfaction down from 14% a year ago to 9% today

5. Our International Strategy
Build on existing corporate
relationships
Providing European and
International reach
Offer complete portfolio of ICT
products, solutions and
services
European focus, global reach:
Meeting the needs of our
customers seamlessly regardless
of geography
Driving for cost and capital
efficiency
Strengthening global reach
Enhancing Product
Portfolio
Standardise global
operating environment
Continuous improvement
in service levels

6. The challenge our business
customers face….

7. Our Response – Not Just Network
Nervous
System
Business
Application
Services
Business IPServices
Business
Transformation
Services
IncreasingValue
Brains&
Intelligence

8. Global Services Addresses ICT
ComplexityAbilitytoDifferentiate
Private Circuits and
PSTN
Internet/Frame/ATM
IP Voice / LAN
IPVPN / IPSec
eCRM / eBusiness
IT Services – desktop
and datacentre
Business Process
Management
ICT Outsource
ACCESS PRODUCTS
DATA & VOICE CONNECTIVITY
MANAGED CONNECTIVITY
APPLICATIONS
SOLUTIONS
Business Functions
Business IT
NETWORK ACCESS
NETWORK PRODUCTS
NETWORK SERVICES
&
VALUE ADDED SERVICES
IT SERVICES &
APPLICATIONS
INTEGRATED
BUSINESS
SOLUTIONS
Business Functions
Business IT
Security, Mobility
OCC
CustomerBuys
Increasing Complexity

9. ICT Building Blocks
INTEGRATED ICT SOLUTIONS
VOICE FRAME/ATM MPLS BANDWIDTH INTERNET
MANAGED WAN MANAGED LAN MANAGED IPT
MANAGED
SECURITY
MANAGED
MOBILITY
BUSINESS SERVICES
VALUE ADDED
SERVICES
NETWORK SERVICES
NETWORK
PRODUCTS
NETWORK &
ACCESS
INTEGRATED
SOLUTIONS
IT SERVICES &
APPLICATIONS
WIRELESS OPTICAL xDSL ETHERNETLEASED LINE
HOSTING &
STORAGE
OUTSOURCED
CALL CENTRE
MESSAGING
HOSTED
MMVoIP
MULTI-MEDIA
CALL CENTRE
E-COMMERCE
PORTALS/
INTRANET
CRM
APPLICATIONS
MANAGED
DESKTOP
WEB SERVICES
NETWORK.
OUTSOURCING
BUSINESS
PROCESS
OUTSOURCING
ENTERPRISE
SECURITY
SYSTEMS
INTEGRATION
BUSINESS &
TECHNOLOGY
CONSULTING

10. MPLS Investment is at the Core of
GS
Data CentreData Centre
HQ or Branch
Application Performance Management
Secure VPN client
Secure Authentication
GS DATACENTRE
CUSTOMER DATACENTRE
GLOBAL
MPLS

11. MPLS Excellence
Capabilities
•Lots of customers!
•Extensive global reach
•Development of 6 classes of service
•Key component in applications and mobility delivery
•Comprehensive SLAs and customer service

12. End to End MPLS Best in World
• We believe BT has the BEST combination of technologies
for extensive reach:
– 130 countries available via combination of GPOP, FR,
VSat, IPLC
– available in 70 countries via GPOP, FR and APOP and VSat
– no dependency on X.25
– direct GPOP coverage increase to 35 countries by close of
03/04 through expansion in Americas, Asia-Pac and
Europe

13. BT’s European MPLS network
• Ubiquitous UK network
• MPLS nodes in 16 European
countries today
• MPLS expansion to an
additional 5 Central /Eastern
countries 03/04:
– Poland, Czech Republic,
Slovakia, Russia, Estonia
• Frame Relay nodes in 41
European countries today
• No. 1 in Europe for VPN
services
BT MPLS platform in Europe

14. International Expansion - N. America
•Expansion in US, Canada, Mexico
from 8 to 23 MPLS nodes
20032003
Washington DC, Detroit, Miami, Seattle,
Denver, Toronto, Mexico City
20042004
Minneapolis, Cleveland, Charlotte, St. Louis
20052005
Tampa, Cincinnati, Phoenix

15. International Expansion- Asia-Pac
Tokyo
Osaka
Seoul
Hong
KongBangkok
Kuala
Lumpur Singapore
Jakarta
Taipei
ManilaMumbai
Bangalore
Perth
Adelaide
Melbourne
Brisbane
Sydney
Wellingto
nChristchurch
Auckland
Shanghai
Delhi Guangzhou
Beijing
Hanoi
MPLS network expansion to
reach to 14 countries in the
region
Phase 1 (Now Ready for Service)
Australia (Sydney), Hong Kong, Japan
(Tokyo), Singapore
Phase 2a (Targeted RFS Dec. 2003)
India (Bangalore, Mumbai, and New Delhi)
Phase 2b (Targeted RFS Q3/4 2003/04)
China (Shanghai and Gunazhou) , South
Korea, Taiwan and Malaysia
Phase 3 (via NNI)
Thailand, Philippines, New Zealand,
Indonesia, Vietnam

16. 6 Classes of Service on MPLS
Equant
AT&T
Infonet
BT
C&W
MCI
Attributes
5 Classes of Service
4 classes of service; soon to offer 5
4 classes of service
6 classes in 2004
3 classes of service today
3 classes of service
3 Classes of service

17. Using MPLS to Deliver Application
Performance
Data Centre
Data Centre
HQ or Branch
Application Performance Management
Secure VPN client
Secure Authentication
GS DATACENTRE
CUSTOMER DATACENTRE
GLOBAL
MPLS
GS DATACENTRE

18. Application Performance
Management
on MPLS• Expanding MPLS classes of service from 3 to 6
• Testing many applications’ network requirements
– Generic Applications – SAP, Oracle etc – requirements on
networks
– Customer specific application performance specifications
• Developing CPE-to-CPE (router not desktop) SLAs as
first step
• Integration with UK datacentres and Web Services
Management Layer to create management flexibility
• Create a flexible, applications-enabled infrastructure
• Drive towards industrial strength DEN-based desktop
to desktop to datacentre performance management

19. Adding Mobility to MPLS
Data Centre
Data Centre
HQ or Branch
Application Performance Management
Secure VPN client
Dial, DSL, Wi-FI, GPRS/G3
Secure Authentication
Password, Token, IPSec
GS DATACENTRE
CUSTOMER DATACENTRE
GLOBAL
MPLS
GS DATACENTRE

20. Mobile Enabled MPLS
At the Hotel
(Analogue, ISDNxDSL, Wi-Fi)
1 Username
1 Client Interface
1 Service
At home before you travel
(Analogue, ISDN, xDSL)
Any Time,
Any Place ! On the road
(GSM / GPRS)
Paused travel
@ Coffee Shop/Airport/Conference
Wi-Fi,GPRS.G3

21. Easy Access Service Information via VBC
Comprehensive suite of e-servicing applications
Order& Fault Management
- Placement , Tracking & Configuration Changes
- Personalised fault alerts via e-mail or web message
Product Reporting
- NetworkHealth & Service Management
Inventory View & Query
Shared Web Folders
Planned Maintenance Notices
Future focus:
• End to End customer network alarm application
• Real time MPLS network performance reporting with on-line changes
option
• Customer specific application level reporting across MPLS network
• Personalised order status alerts & improved collaboration tools
http://www.bt.com/vbc

22. Connecting your world
• Network connectivity where you need it
across five continents with matching
service surround
• Global managed services with SLAs to
match
• World-class MPLS capability: 6 CoS
• Applications-aware approach to portfolio
development
• Mobility capable
• Continuous commitment from BT to
invest in our product and services
portfolio
– Over £50Million p.a. invested in global
VPN Services

23. Questions

24. Customer Service
Sally Davis, President, Products and Services
BT Global Services
September , 2003

25. What do our customers want from
us?• Ownership & Accountability
– Single Point of Contact for their services with BT
– Improvement programmes over time to meet customer
requirements
– Accessibility
• Consistency
– Irrespective of geography
– SLA
– Processes
• Flexibility & Responsiveness
– to engage in the way they want
– service levels according to needs and budgets
• Reliability
– Deliver to agreed expectations
• Cost effective and competitive – more for less

26. Service focused on the customer
“As a service business, BT has to sell its customer
experience. We will make it simpler for people to
communicate with BT and deliver effective e-Centric
solutions”
From “acceptable” to “exceptional”
“Customer satisfaction is a number one priority”
Ben Verwaayen
“BT is a service company - our whole strategy must be
driven by customers”

27. Customer Experience Vision
“A world where all our customers feel
empowered and are treated as individuals”
TrustedTrusted
FlexibleFlexible
StraightforwardStraightforward
Increasingly
Personalised
UserConfidence. This
means secure and reliable
data
Service will be the Key
differentiatorwhich means we
need to get a standard
operating environment to
manage service effectively
Each customerneeds to be treated as an
individual at the service layerand is not
interested in the technology.
Simple web portals that
would allow everything
fromBilling to service
activation at the clickof a
button giving the
customer control
Provide Mass customisation. We will need to
manage service at the edge of the network
“end to end”and this will require an IAD
supported by generic systems and OSS
capability
Complex services will require Cross
Domain ICT management to
effectively manage capacity and
utilisation of the network
Infrastructure in real time.

28. • You give me access to new services
quickly to meet my changing needs
with partnerships I trust.
•My services are available anytime
anyplace.
•I get the experience I pay for wherever
and whenever I ask for it.
• Make my services easy to use wherever I use
them
• Give me friendly personal assistance
whenever I need it.
• Simple “Hassle Free” Self-service is available
to me
• My personal
information is always
safe and secure and
there when I need it.
• I have confidence in
you as a partner to
look after my personal
and business needs
• Provide me with
reliable Services
which meet my end-
users needs.
TrustedTrusted
FlexibleFlexible
StraightforwardStraightforward
Increasingly
Personalised
End User Experience - My Service
•Empower me to live
and work as I choose.
•Recognise who or
what is important to
me.
• My associates and I
are able to contact
one another in the
way that we choose

29. Our Priorities and Objectives
Driving Customer
Satisfaction
- will drive specific improvements
across the business
• SOE
- will simplify the way we operate -
processes and systems
• Transformation programme
- will address specific service issues
FROM
ACCEPTABLE
TO
EXCEPTIONAL

30. BT Global Services Customer Satisfaction
Measurement Programme
• Independently conducted surveys to measure customers’
satisfaction with their BT experience
– Includes Europe, US and Asia Pacific
– ~300 interviews /month outside UK
• Four main types of survey
– Overall telephone survey - measures customers’ perception of relationship
with BT. Respondents are decision makers/ influencers . (Agency- HI
Europe)
– F 2 F Strategic level interviews with most Executive level respondent in
largest companies where telephone not appropriate (Agency HI Europe)
– Event Driven Satisfaction Surveys-. Measure specific recent events e.g.
orders, repair.Operational level respondents (Agency IFF)
– Customer Partnership Council
• Acting on Results
– Individual customer concerns addressed and action plans developed
– Major action plans implemented from Root Cause analysis on overall results
-
– Senior Management closely monitors actions plans through a monthly
forum.

31. Driving down dissatisfaction
Improvement
Plans
Time
Dissatisfaction
ORDER AND PROVISION LEADTIME REDUCTION
REPAIR REDUCTION OF REPAIR TIME
KCI
IMPLEMENTATION IN PROVISION
AND REPAIR
COMPLAINTS LENGTH OF TIME TO RESOLVE
PRODUCT
SELLING PRODUCTS WE CAN
SUPPORT
1) FORMAT IN TERMS OF EASEOF
UNDERSTANDING
2) ACCURACY OF BILLS
SALES AND SERVICES
ENHANCE SERVICEMANAGEMENT
ROLE
BILLING
KEY DRIVERS OF
DISSATISFACTION
KEY PROGRAMMES 03/04
GS Programmes 2002/3 - reduced dissatisfaction over target of 25%
Complaint Handling & Billing
Marketing & Communication
Operational Metrics (KPI)
Service Delivery & Repair
Keeping Customers Informed
GS Programmes 2003/4 – targeted to reduce neutral customers by 10%
08/01 08/03

32. Demonstration of Improvements
• “The main improvement in absolute score is in customer service which has improved by 30
points, account management by 9 points and the product by 7 points.” …..“The extent to
which BT keeps its customers informed of progress on specific requests for action, has
increased SIGNIFICANTLY by 33 %.” HIEurope2002
• BT’s performance has improved greatly since the last report with five attributes improving
significantly. Overall Satisfaction was excellent.” BT has significantly improved since the
last report……Bt achieved five “excellent” scores compared with three in the previous
survey….with 31% of their performance exceeding the benchmark by more than 10%
Telemark, June2003
• “BT showed themselves to be a company that meets customer wishes and demands and
was able to adapt their products accordingly” Customerfeedbackfromsatisfactionsurvey
• “We have built up very good contacts, they understand how we work, so they can deliver a
solution the way we need it. Customerfeedbackfromsatisfactionsurvey
• “BT Global Services delivered a strong performance in Q4. This provided the first evidence
of the pipeline of recent contract wins being converted into revenue........ We see Global
Products and Solutions as higher growth drivers for Global Services, and the principal
growth drivers for the whole BT Group.” - JPMorgan

33. SOE – a step change to world class
• Standardised operational
processes & systems
• Culture change & a consistent
customer experience
• Instilling customer centricity
into our DNA
• Reducing complexity
• Driving out cost and
inefficiency
• Driving in simplicity an ‘end to
end’ CS capability
• Single system with common
inventory
• Common KPI
• E-E processes

34. A CENTRE OF EXCELLENCE - SINGLE OPERATION & ACCOUNTABILITYA CENTRE OF EXCELLENCE - SINGLE OPERATION & ACCOUNTABILITY
Local Operational Centres:
Service Delivery
Access line
Installation co-ordination
Local configuration
Customer KCI / handover
Service Assurance
Business Hours
Ticket Management
Supplier Management
Flexible in-country location
Global Centres of Excellence:
Global or Regional SPOC
365 x 24 x 7
ICT capability & expertise
Disaster recovery
Service Delivery & Assurance
Performance & SLA management
Commercial Services
Technical Expertise – 2nd
& 3rd
line
Co-located with Network Centres
Product launch & sunset

35. RCE Supporting ICT capability
Simple & Complete Customer Experience
Customer
Single Number & Portal Interface
MessagingE - service
Call MeWeb ChatMobile Fixed E-mail Fax
Real-time Contact
SMS
A&H
Managed Hosting
Managed Apps
A&H
Managed Hosting
Managed Apps
Managed
Desktop
Subscription,
Complex
Managed
Desktop
Subscription,
Complex
CRM
Contact Centres,
Self Service
CRM
Contact Centres,
Self Service
Mobility
Voice, Data,
W-LAN, PDAs
Mobility
Voice, Data,
W-LAN, PDAs
OutsourceOutsource
Managed
IPT
Managed
IPT
RCE – pro-active environment
Networks
IncreasingAutomation

36. E-Service integral to our customer interface
PVC Regrade
Fully Personalised Portal
Ticket Create
Order Status
Service EnquiryProduct Performance Reports
Shared Web Folders
Other Apps Links
Service Notices
Ticket Status

37. Changing Culture
• Service Manager
• Project Management
• Instilling Customer into our DNA

38. What This Means...
We are on a journey
Reducing customer dissatisfaction and increasing customer
satisfaction remains a top priority
We are focussed on meeting our customer needs:
Reduced lead times
Providing timely pro-active and accurate information
Fault resolution addressed at first contact
Improved and accurate billing
Raising e-service capability
We are providing our people with the tools to make a step change
Improved working practices
Increased empowerment
Capability to improve their customer’s experience

39. Questions

40. Global Products and
Services...Products
•Continuous investment
•MPLS at the core
•Extended reach
•6 classes of service
•Applications and mobility capable
Customer Service
•Focus on customer satisfaction
•Capability for full ICT services
•Transforming our operations through SOE
•Instilling customer service into our DNA