BT Global Services saw over 10% of requested engineering visits for last week were due to issues with customer owned equipment, costing the company nearly £19,000 for just one week and over £1 million annually in wasted time, money and effort; to address this, BT GS will ensure customers comply with responsibilities, complete testing before requesting engineers, make clear costs will be recovered if issues are with customer equipment, and confirm customers have authority to accept charges.

1. Incident Management refresh
Pam Williams / Wayne Roberts

2. © British Telecommunications plc
Agenda
• The current situation
• The issue we see within Global Services
• The next steps
• Questions?

3. © British Telecommunications plc
The issue
• Last week alone BT GS requested 1075
engineering visits on PSTN products of which
112 or 10% were proved to customer own
equipment
• This represents a real cost to BT GS of a
minimum of £18,928 for last week alone or over
a million pounds per annum
• This is wasted time, money and effort for all
associated

4. © British Telecommunications plc
What’s Next?
Be clear with your questions and confident with your
knowledge and skill
Ensure the Customer complies with their responsibilities
Complete all testing before requesting an engineer
Be clear that if the problem is on the customers own
equipment, BT will recover costs.
Make sure you ask the questions ‘Have you got the
authority to accept charges on behalf of your
company’?

5. © British Telecommunications plc
Q and A