UK

BT Global Services

BT Global Services is a global leader in managed networked IT services, operating globally and delivering locally to help our customers thrive in a changing world
Overview
What makes us different?
• Around 25,000 people globally, with one of the largest professional services capability in our industry
• Bringing together a broad portfolio of services
• With a track record of delivering for customers globally in around170 countries
• Underpinned with a unique breadth of scope, reach and capability
• And recognised as market leading for customer service and innovation
Number One for customer service service delivery capability.
Ovum‟s BT Global Services Enterprise
Strategy Review: August 2010

Jeff Kelly
CEO, BT Global Services
Emer Timmons
UK
Luis Alvarez
EMEA & Latin America
Kim McMann
United States & Canada
Kevin Taylor
Asia Pacific
Andy
Nicholson
Bas Burger
Global Banking
& Financial
Markets
Global
Commerce
(manufacturing, logistics & pharmaceuticals)
Kim McMann
Global
Consumer
Packaged
Goods
Neil Rogers
Global
Government &
Health
Rogier Bronsgeest
Global Customer Service Operations
Ashish Gupta
Portfolio & Service Design
Himanshu Raja
Finance & Commercial
Nigel Perks
Human Resources & Communications
Tom Regent
Sales & Marketing
Kevin Torgerson
Strategy & Operations
Colour key: Regions Global verticals Service lines Support functions
Overview

Government
& Health
Neil Rogers
Global Banking &
Financial Markets
Andy Nicholson
Vertical expertise and scale
Consumer
Packaged Goods
Kim McCann
Delivering global capability
Global
Commerce
Bas Burger
Creating focused solutions UK
Emer Timmons
Asia Pacific
Kevin Taylor
EMEA & LATAM
Luis Alvarez
US & Canada
Kim McCann
Close to customer
Delivering
“on the ground”
Creating depth in local markets
Customer
Customer
Customer
Overview
Global solutioning, delivery and service
Creating consistent quality
Portfolio & Service Design, Ashish Gupta
Global Customer Service Operations, Rogier Bronsgeest

Overview
A global leader in managed networked IT services
• BT‟s is the most comprehensive fixed-line network in the UK, and the UK government is our largest customer
• Globally we can count the World Health Organisation,
United Nations, EU and NATO, as well as major global multinationals such as, BMW, Credit Suisse,
Deutsche Bank, Emirates, Fiat, FT, Microsoft, NYSE,
Thomson Reuters, Unilever, Volkswagen and Volvo as our customers
19%
• We connect businesses globally over a secure, optimised IP network that reaches 1,270 cities in more than 170 counties
• More than 68,500 traders in over 800 firms across 50 countries use BT‟s trading solutions. Every day over
20 million credit & debit card payments are processed over the BT network
• BT will provide the voice and data networks, internet access and land lines at every London 2012 Games venue
BTGS revenue by sector
2010/11
3%
8%
24%
Corporate customers
Public sector (UK & overseas)
Financial institutions
Transit
Other global carrier
46%

Our Progress
1,700 customers
DFTS will save MOD around £800m by 2015
BT‟s networked IT Services will enable J. Sainsbury‟s to significantly improve their customer service focus by simplifying and accelerating their response time on customer enquiries
Unilever recently renewed their IT Networking
Outsourcing contract until 2013

Source Daily Telegraph
UK GDP Growth Forecasts Bank of
England
Overview

Overview
Supply Chain
Solutions
SOFTWARE as a SERVICE
Hosted Contact
Centres
Field Force
Automation
Managed Security
Services
Self Service
SIP Trunk
Flexible Working
Services
Inbound Services
COMMUNICATIONS as a SERVICE
Intrusion Prevention
Services
Managed
Mobility Expenses
Messaging
Security
IP Telephony
& Video
BT Onevoice Hosted Voice
Applications Assured
Infrastructure
Virtual Data
Centre
Dedicated
Services
Secure Remote
Access
VPN Services
INFRASTRUCTURE as a SERVICE
LAN
Management
Internet Services
Managed Firewall
Services
Managed Security
Monitoring
Web Access
Security
BT Onevoice
Anywhere won
„Best Technology
Foresight‟

Overview
CUSTOMER
SERVICE
DELIVERY
COST
TRANSFORMATION
INVESTING
FOR THE FUTURE
• Helps us to develop marketplace opportunities e.g. virtual data centres and cloud computing
• Avoids costs through use of our solutions e.g. conferencing and field force automation
• Helps us to differentiate ourselves as competition increases
• Identify and manage real business risks that matter to our customers e.g. energy efficiency
• Prevents costs through environmental management e.g. landfill tax
• Enhances our reputation and performance in bids e.g. CR noted in £2.1bn bids in 09/10, most of which were UK bids
• Enhances pride in BT, motivating our people, attracting talent and reducing churn
• Meet emerging expectations of sustainability e.g. low carbon economy
• Proactively manage emerging business risks to ensure business continuity in the longer term e.g. climate change

BT Global Services

• BTGSUK provides networked IT services to
80% of FTSE 100 companies
• In the UK alone, BT provides network services to over 90 per cent of the UK‟s leading retail brands
• BT is the UK network service market leader : No 1 for Ethernet Services, No1 for IP MPLS VPN‟s and No 1 for Internet
Access
• But the depth and breadth of our networked
IT services portfolio goes beyond networks : hosted communications and applications, managed IT and professional services, outsourcing and innovation
• To help our customers improve employee productivity, organisational efficiency, enhanced customer experience and grow through innovation
UK markets

UK markets
GSUK Professional Services
Market engagement: being a trusted advisor to customer CxOs
Business effectiveness: trusted advice on improving business using networked IT
IT optimisation: trusted advice on delivering high value IT services
Proposition delivery: repeatable professional services propositions

UK markets
Mothercare improves service and saves money by consolidating its in-store solutions and networked
IT services with BT
Challenge
Mothercare wanted a single service provider to source and support its retail applications, hardware, and other communications services
Value
Consolidating services with BT has rationalised the Mothercare supplier base, enabling significant cost savings with clear accountability
Solution
BT provides a one-stop-shop for all support services for
Mothercare‟s in-store infrastructure plus a wide range of network services
“We have come to appreciate the quality of
BT‟s service delivery. The way that they engage and partner with us is very good indeed.”
Mark Sutton, Director of IT
Mothercare Group

UK markets
Adopting BT Hosted IPT gives National Express advanced telephony benefits at low risk
Challenge
National Express wanted to move its voice services to IP Telephony while retaining the benefits of its BT Featurenet service
Value
The solution has enabled National Express to benefit from the advantages of a converged network at no extra cost
Solution
BT offered Hosted IPT, which seamlessly integrates with BT
Featurenet and provides a low risk introduction to IP Telephony
“The IP nature of the BT
Hosted Voice solution means we get loads of extra facilities at no additional cost. Moreover, because it‟s a cloud-based managed service, we can keep internal costs low and concentrate upon our day jobs.”
Darren Lester, Senior
Technical Analyst, National
Express

UK markets
Norton Rose launches a new online risk management tool with the BT Virtual Data Centre service at its heart
Challenge
Norton Rose wanted to work with a specialist data centre services provider to host its new Risk Manager client application
Value
A very flexible, agile, secure and scalable solution featuring low start-up costs and supporting a faster time-to-market
Solution
BT‟s Virtual Data Centre service has enabled Norton Rose to create, monitor, and manage its own virtual data centre infrastructure
“The BT VDC offered us a number of advantages. It‟s very flexible and, with minimal set-up time, we could get to market far more quickly. No significant upfront capital expenditure was necessary, and the charging regime is transparent.”
James Davies, Application
Development Manager,
Norton Rose LLP

UK markets
Retail – Lighting up the high street proposition
Launch proposition to regain market share in retail, leverage investment in
Superfast Access, cloudbased services, and cross-BT capabilities (e.g. BT Expedite)
New Business
Acquisition Programme
Drive incremental business growth through win back from targeted Pursue Accounts led by hunting team
Product Big Bets
Drive product sales through focus on selected big bets –
SIP/Voice and SFBB/Network services; improve bundling to increase number of products per customer
2012 Games
Leverage 2012 Games as compelling event in conjunction with High street proposition and increase pullthrough of core portfolio, especially for retail, transport
& logistics sectors
Global growth from UK
Support global expansion of
UK companies, especially in
Asia. Leverage investment in
Prosperity. Address global opportunities for SIs (Cap
Gemini , ATOS, etc)
Sector Growth Focus
Nuclear decommission/new build; Transport (TfL, Network
Rail) RMG/Post Office;
Gaming & Supply Chain;
Construction Sell-Through;
Services (KPMG, E&Y); Global
SI – partnering for public sector
& global opportunities

The Customer Proposition
A suite of modular, integrated services for retailers with a common service wrap across network, IT and applications, leveraging the best capabilities across BT Group and partners.
Customer Benefits
Enables retailers to: manage their costs more effectively against demand, enabling innovative, personalised multi –channel interaction, improve footfall and customer loyalty, enable a more effective workforce and efficient supply chain.
BT Benefits:
• Key enabler for customer acquisitions
• Maximise asset utilisation across BT
• Leverage for other sectors & customers, e.g. Gaming, Post Office, Pharmacies, etc.
Why BT:
• End to End service integration capability from customer interaction to supply chain
• Retail specialist: professional services, retail applications, cloud based services
• Superfast Access, network coverage and content
• London 2012, investing in UK plc.

Winning back market share from the competition
Identify customer hot buttons
Engage new
CxO level contact
Qualify new sales opportunities
& quick wins
• Structured Go-to-Market approach to drive new C-level engagements and win back share of wallet in key competitor accounts
• Leverage vertical expertise and horizontal portfolio capabilities in targeted business conversations
• Experienced new business acquisition specialists focussed on high potential Accounts
• Sales Academy to drive new client engagements in previously reactively managed accounts
Acquire new business

UK markets
Strategic
Partners
Global Partners e.g. HP
Cisco
Vodafone
Capgemini
Microsoft e.g. CSC
Logica
Unisys
Fujitsu
Siemens
Regional or
Vertical
Partners e.g. Accenture, ATOS, Capita, Dell, IBM,
Infosys, Mahindra, Steria, Tata, Wipro.
Construction (e.g. Balfour)
Technology or
Niche Partners
Consultancy & Advisory (e.g. KPMG)
Technology Providers (e.g. RM)
Independent Software Vendors (ISVs)
Global Indirect
Channel
Certified Partners
Certified Support
Certified Distribution
• Global Partner Programme
• Global growth opportunities with SI partners
• Joint up approach on BPO
• 360 degree relationship
• Leverage BT assets and operations globally

UK markets
Two propositions to leverage an expected £21bn boost to the economy and address the challenges of being prepared:
(i) Business Continuity – Are you Ready for London 2012?
Targeting UK businesses and organisations to help them be prepare for the Games.
(i) London 2012-in-a-box
Shrink-wrapped solutions to help international organisations with short-term requirements for
Games-time communications services

BT Global Services

Government & Health
A strong foundation...
• Over 1200 customers in Government and Health around the world
• Deliver critical contracts to enable Government to run including:
• Ministry of Defence
• NHS
• Police
• 2012
• Criminal Justice Department
• Local Councils and Health Authorities
• Investing in Security
• 1300+ security experts worldwide
• Connecting over 1650 sites around the world for the Ministry of Defence
• Hosting NHS data for over 50m patients
• Making it easier for customers to buy:
• Buying Solutions framework contract
• MOUs with Government
• Utilising existing contract Ts & Cs e.g. MoD
...that will continue to grow
A clear strategy for growth
Defend & grow existing customers
New international markets
New customers in UK
„Delivering the public sector cuts facing the new
Government will not be easy. But those who argue it will be impossible without slashing services should take a look at BT.‟
David Wighton, The Times, May 2010

Government & Health
We process over
225,000 applications each year for the Security
Industry Authority (SIA)
We provide a highly secure network for over 260,000 military and civilian defence employees
We are delivering in excess of
£500m savings in partnership with six UK Councils through efficiency & transformation programmes
We built and operate the NHS Spine platform that exchanges 3,500,000 prescription messages each week
We collect circa £580,000,000 in tax revenues each year on behalf of our local authority partnerships
We undertake c.
1,000,000 criminal record checks per annum at Disclosure Scotland to safeguard vulnerable groups

Government & Health
Central
Government
Local & Regional
Government
Defence Health
DFTS
LSP

Government & Health
• Remote county with population of over 500,000 needing to create higher value, less seasonal jobs
• 100% coverage superfast broadband covering 263,000 business premises and universities
• Benefiting existing businesses & attracting new ones to the area: faster back-up of computer systems, wider use of video conferencing, increase usage of „cloud computing‟
„This puts Cornwall in the fast land of the information superhighway and will make the far South West of
England a magnet for bandwidthhungry businesses who want to combine some of the best telecommunications infrastructure in the world with one of the best working environments in the UK.
Make no mistake – this will transform Cornwall‟s economy and the way it does business‟;
Theo Leijser, Director for the South
West Regional Development Agency

Government & Health
BT helps NHS Wakefield District demonstrate the benefits of telehealth for the management of patients with chronic conditions
• NHS Wakefield District looked to a pioneering telehealth trial with BT focusing on patients with chronic heart failure
• Patients say they feel more in control of their condition and in some cases it has transformed their lives
• BT delivered the Intel Health Guide® as a managed service, allowing patients to selfmonitor their vital signs for remote analysis
“ The confidence I have in this system means I don‟t worry about my health like I used to. I sleep better and don‟t have the panic attacks. I‟ve started to walk small distances again. I‟d go as far as saying it‟s given me a new lease of life.”
David Ward
Patient
NHS Wakefield District

Government & Health
1. International
2. Propositions
3. Partnerships & BPO
4. Share of wallet improvements
Strategy
Export intellectual property gained in
UK
Stable of mid-tier sector specific propositions
• Replicating experience with NHS worldwide, starting in Asia
• Expanding Defence networks beyond UK
Ministry of Defence
• Regional Networks
• Police Outsourcing
•
Education
• Secure Products & PSN
•
Cyber Security
Optimise pipeline and replicate profitable model
•
Local Government
• DFTS for Police
• Criminal Justice
Increase sales coverage model for simple products
• Selling more of our core portfolio
• Sales Academy
• Competitive offers from „Maude‟ review
(conferencing, calls and lines)

Opportunity
• Exporting intellectual capital gained in the UK mainly
• NHS
• Ministry of Defence
• Health
• Replicating experience from UK NHS
• Main opportunity seen in Asia
• Singapore Health
• Australian based health care deal to be announced
• Defence
• Delivering Networked IT services beyond just the
UK Ministry of Defence
• Acquisition of US Federal
• Delivering networks in theatres of war for wide range of international defence organisations

Government & Health
Education Sector
•
Cloud-based architecture
• Automated service delivery
• Inherently resilient & secure offering 99.9% availability
Secure Portfolio & PSN
•
Deed of Understanding signed to provide GCN services
• Broad range PSN compliant portfolio service available now
•
Dedicated Government assurance team
Re-use Single Service-BPO
• Extending DFTS services into Police sector
• HR services for Police
• Shared services HR Payroll, Revenue &
Benefits
Cyber Security
• Capability from IL0 to IL6
• Contributor to task force on Cyber defence
• Onsite & in-network managed services
• Over 1300 security experts
Health
•
Mobile solutions for front line staff
• Conferencing solutions reducing travel
• Secure patient data systems
• Unified Communications for productivity
Flexible Working/Other
• Mobile community health workers
• Asset tracking using RFID (health & libraries
& environment)
•
Telepresence for FCO, 50 countries

Government & Health
Building on our existing experience....
• Customer
Service
• Payroll
• ICT
•
Revenues &
Benefits
• Customer
Service
• HR & Payroll
•
Finance
• ICT
• Procurement
• Revenues &
Benefits
• Customer
Service
• HR & Payroll
• Finance
•
ICT
• Procurement
• Revenues &
Benefits
We continue to see a healthy pipeline of opportunity
A strong pipeline of BPO opportunities over the next 2 years within
Local & Devolved
Government
Number of customers with BPO projects over the next 2 years
2 years
1 year
• Customer
Service
• HR & Payroll
• ICT
•
Procurement
• Revenues &
Benefits
•
Customer
Service
• Revenues &
Benefits
• ICT
•
HR & Payroll
• Finance
• Social Care
CareFirst
•
Customer
Service
• Revenues &
Benefits
• ICT
•
HR & Payroll
• Finance
• Social Care
CareFirst
Max Wide
BT Local
Government
6 months

Government & Health
£7.5bn opportunity through selling existing products to existing customers
New Sales Academy
We are:
• Recruiting a team of 184 new sales people
• Aligning the team to 1100 customers that previously have had a lower level of account management than we would like
• Increasing our order intake targets by
£200m per year
• Investing in developing a new wave of sales professionals in BT
• Focusing on core products where we see most market opportunity
• Calls and Lines
• Network Services
• Conferencing
• Cloud capability
„What I have seen today is a fantastic tool for „bringing to life‟ flexible working technology‟
Simon Haston, Programme Lead, Improvement
Service for Scotland

A joint government and industry programme to create a „secure internet‟ for the public sector that will:
Deliver cost savings
• Target of £500m pa by 2014
• Lower network and procurement costs plus service efficiencies
•
Assured end-to-end service based on standard telco networks
Support the Government ICT Strategy
• Standardise and rationalise networks and infrastructure
• Simplify and enhance security
•
Promote open competition
•
Streamline procurement
•
Underpin cloud services
•
Enable collaboration, shared services and new ways of working
• Support enhanced public service delivery
We played a leading role in creating the PSN with the
Cabinet Office from its inception in 2007, now we are making it a reality
• We have signed a Deed of Understanding with the Cabinet
Office, enabling us to become a provider of GCN
(Government Conveyance Network) services, interconnecting PSN Direct Network Service Providers
• We are committed to PSN and will provide a full range of
• compliant services at scale this year
•
We already have 2.2.4 accredited network services required for PSN, including our MPLS core and 21CN
• We are the largest communications provider to the public sector and are working with major customers to make the transition to PSN today
•
We have the Assuring Government Information portfolio and our Government Assurance team to ensure higher levels of
HMG IA compliance
•
Our broader portfolio will support the move to new ways of working
“We have all worked very hard to get PSN up and running and it is extremely gratifying to see the networks foundations now firmly in place”.
John Stubley, PSN Programme Director, Cabinet Office

Government & Health

To summarise
BT Global Services is a global leader in managed networked IT services, operating globally and delivering locally to help our customers thrive in a changing world
What makes us different?
• Around 25,000 people globally, with one of the largest professional services capability in our industry
• Bringing together a broad portfolio of services
• With a track record of delivering for customers globally in around170 countries
• Underpinned with a unique breadth of scope, reach and capability
• And recognised as market leading for customer service and innovation
Number One for customer service service delivery capability.
Ovum‟s BT Global Services Enterprise
Strategy Review: August 2010
© British Telecommunications plc