Performance Indicators Q2 2009/10 Index - Group income statement and free cash flow - Revenue analysis - Revenue trends - Line of business statistics - Line of business trends - Broadband - Costs For further information please contact BT Investor Relations Phone +44 (0)20 7356 4909 Fax +44 (0)1908 860 884 Email bt.investorrelations@bt.com While BT believes the information contained in this document to be reliable, BT does not warrant the accuracy, completeness or validity of the information, figures or calculations that follow, and shall not be liable in any way for loss or damage arising out of the use of the information, or any errors or omissions in its content 2008/9 Q1 Restated¹ Change % 2009/10 Q1 Actual 2008/9 Q2 Restated¹ Change % 2009/10 Q2 Actual 2007/8 Full Year Restated² Change % 2008/9 Full Year Restated¹ 1,994 2,158 1,156 1,306 7 (1,444) 5,177 4.3 (2.2) (1.2) 0.0 85.7 (2.0) 1.1 2,079 2,110 1,142 1,306 13 (1,415) 5,235 2,095 2,176 1,168 1,303 12 (1,451) 5,303 (3.4) (5.2) (3.7) (1.4) (16.7) (4.6) (3.4) 2,024 2,062 1,125 1,285 10 (1,384) 5,122 7,664 8,681 4,959 5,266 31 (5,897) 20,704 12.0 (0.2) (6.1) (0.7) 29.0 (1.8) 3.3 8,587 8,663 4,658 5,231 40 (5,789) 21,390 BT Global Services BT Retail BT Wholesale Openreach Other Group EBITDA pre leavers Leaver costs 182 377 324 491 43 1,417 (73) (65.9) 26.3 (1.2) 2.4 (76.7) (3.2) (38.4) 62 476 320 503 10 1,371 (45) 105 429 324 489 60 1,407 (36) (9.5) 10.7 1.2 3.7 (48.3) 2.1 (41.7) 95 475 328 507 31 1,436 (21) 5,911 (127) (35.7) 60.6 (1,313) 1,682 1,283 2,025 126 3,803 (204) Group EBITDA post leavers 1,344 (1.3) 1,326 1,371 3.2 1,415 5,784 (37.8) 3,599 Group depreciation (691) 6.8 (738) (685) 10.8 (759) (2,889) 0.0 (2,890) 653 (10.0) 588 686 (4.4) 656 2,895 (75.5) 709 (208) 78 (130) 2.9 (237) 78 (159) (5.1) 117.7 (214) (69) (283) 85.5 (225) (70) (295) (798) 420 (378) 64.0 (933) 313 (620) Group income statement £m unless stated Revenue BT Global Services BT Retail BT Wholesale Openreach Other Eliminations Group revenue EBITDA Group operating profit post leavers Finance costs (pre net interest on pensions) Net interest on pensions Net finance costs Share of post tax profits/losses of associates & joint ventures 8 5 9 (11) Underlying PBT 524 (40.3) 313 532 (30.5) 370 2,506 (94.9) 128 Specific Items: Net gains (losses) Reported PBT (27) 497 (45.3) (41) 272 (38) 494 (44.3) (95) 275 (530) 1,976 (112.3) (372) (244) (69) 11 22.2% 0 (126) 10 23.7% 0 (83) 236 22.4% 0 (581) 343 23.2% (1) 214 378 428 1,738 4.2 3.8 3.2 2.8 7,735 4.9 4.5 5.3 4.9 5.4 7,697 4.5 4.3 3.7 5.5 2.3 7,739 21.3 20.1 23.9 21.5 15.8 8,066 1,326 (678) (284) 210 1,371 (712) (145) (2) 1,415 (555) (152) 201⁴ 5,784 (3,253) (731)⁵ 203⁴ (168) (38) 63 369 91.1 (100) (95) (9) 705 (24) (530) 278 1,727 (57.3) 695 (35) 681³ 737 91.1 0 705 (224) 1,503 (51.0) 0 737 9,460 9.5 10,361 Tax - Underlying Tax on specific items Tax rate Memo: Minorities 1 (123) 8 23.5% (1) Net Income 382 EPS before leavers, net interest on pensions and specific items EPS before net interest on pensions and specific items EPS before specific items EPS after specific items Net dividend per share Average Number of Shares in Issue (44.1) 5.1 4.4 5.1 4.9 7,731 13.2 39 10 43 (7.8)% (2) (111.0) (191) 0.8 (1.2) 1.8 (2.5) 6.5 7,724 Group free cash flow Group EBITDA post leavers Capital expenditure Interest Tax (ex. pension top-up tax shield) 1,344 (836) (285) 0 Change in working capital Specific items Other Free cash flow (pre net pension top-ups) (962) (27) 32 (734) 83.4 (599) (41) (56) (122) Net pension top-ups Free cash flow (post net pension top-ups) 0 (734) 83.4 0 (122) 0 369 10,581 (0.6) 10,517 11,028 (10.4) 9,878 (637) 169 45 256 Change £m 178 194 63 (19) (222) 253 318 277 Change £m 128 200 (122) 30 (94) 453 196 307 Net debt Operating cash flow by line of business BT Global Services BT Retail BT Wholesale Openreach (18.9) (0.4) (459) 363 108 237 ¹ restated for the adoption of IFRS2 'Share-based payment - vesting conditions and cancellations' and customer account moves between Global Services and Retail ² revenue restated to reflect account moves between Global Services and Retail ³ includes £110m non-cash share based payment adjustment ⁴ includes HMRC tax rebate: £504m in 2007/8; £215m in Q2 2009/10 ⁵ includes associated interest from HMRC tax rebate: £66m in 2007/8 Q2 2009/10 (22.1) 4.8 (6.6) 28.2 3,599 (3,038) (937) (228) 2007/8¹ Revenue analysis Q1 2008/9¹ Q2 Q3 Q4 Total Q1 Q2 Q3 Q4 Total 2009/10 Q1 Q2 £m ICT & Managed Networks BT Global Services BT Retail BT Wholesale 802 111 64 977 841 121 72 1,034 912 139 76 1,127 1,098 159 83 1,340 3,653 530 295 4,478 926 144 81 1,151 974 149 108 1,231 1,065 150 166 1,381 1,121 156 163 1,440 4,086 599 518 5,203 895 138 167 1,200 916 142 180 1,238 BT Global Services 181 199 213 222 815 247 286 276 337 1,146 326 361 BT Global Services BT Retail BT Wholesale 983 111 64 1,158 1,040 121 72 1,233 1,125 139 76 1,340 1,320 159 83 1,562 4,468 530 295 5,293 1,173 144 81 1,398 1,260 149 108 1,517 1,341 150 166 1,657 1,458 156 163 1,777 5,232 599 518 6,349 1,221 138 167 1,526 1,277 142 180 1,599 BT Global Services BT Retail BT Wholesale Openreach 55 279 175 103 612 72 297 158 104 631 71 301 149 113 634 77 324 142 129 672 275 1,201 624 449 2,549 67 319 129 120 635 73 332 119 120 644 89 333 118 134 674 92 329 116 127 664 321 1,313 482 501 2,617 82 326 117 131 656 83 330 110 143 666 BT Global Services⁵ BT Retail 158 790 948 150 783 933 153 788 941 148 772 920 609 3,133 3,742 133 784 917 130 779 909 127 764 891 121 737 858 511 3,064 3,575 122 775 897 117 720 837 BT Global Services⁵ BT Retail 64 613 677 56 621 677 52 608 660 58 578 636 230 2,420 2,650 51 575 626 50 545 595 51 544 595 48 513 561 200 2,177 2,377 48 514 562 46 495 541 BT Global Services⁵ BT Retail BT Wholesale 105 47 124 276 94 50 125 269 84 49 103 236 75 47 110 232 358 193 462 1,013 94 46 105 245 88 47 112 247 83 47 84 214 79 41 84 204 344 181 385 910 78 41 87 206 78 37 71 186 BT Global Services BT Retail BT Wholesale 327 1,450 124 1,901 300 1,454 125 1,879 289 1,445 103 1,837 281 1,397 110 1,788 1,197 5,746 462 7,405 278 1,405 105 1,788 268 1,371 112 1,751 261 1,355 84 1,700 248 1,291 84 1,623 1,055 5,422 385 6,862 248 1,330 87 1,665 241 1,252 71 1,564 BT Global Services BT Wholesale Openreach 182 586 108 876 196 541 104 841 201 511 105 817 198 475 120 793 777 2,113 437 3,327 215 476 117 808 220 461 122 803 227 467 131 825 242 424 142 808 904 1,828 512 3,244 200 417 149 766 199 385 156 740 BT Global Services⁵ BT Retail BT Wholesale 212 206 61 479 219 236 51 506 224 243 51 518 292 254 50 596 947 939 213 2,099 261 222 58 541 274 242 60 576 276 254 41 571 264 268 58 590 1,075 986 217 2,278 328 233 48 609 224 248 71 543 BT Global Services BT Retail BT Wholesale Openreach 394 206 647 108 1,355 415 236 592 104 1,347 425 243 562 105 1,335 490 254 525 120 1,389 1,724 939 2,326 437 5,426 476 222 534 117 1,349 494 242 521 122 1,379 503 254 508 131 1,396 506 268 482 142 1,398 1,979 986 2,045 512 5,522 528 233 465 149 1,375 423 248 456 156 1,283 BT Retail BT Wholesale Openreach 50 308 1,110 1,468 70 309 1,099 1,478 67 315 1,100 1,482 78 320 1,071 1,469 265 1,252 4,380 5,897 68 307 1,069 1,444 82 308 1,061 1,451 88 307 1,064 1,459 105 306 1,024 1,435 343 1,228 4,218 5,789 83 306 1,026 1,415 90 308 986 1,384 1,759 2,096 1,318 1,321 7 (1,468) 5,033 1,827 2,178 1,256 1,307 5 (1,478) 5,095 1,910 2,195 1,205 1,318 8 (1,482) 5,154 2,168 2,212 1,180 1,320 11 (1,469) 5,422 7,664 8,681 4,959 5,266 31 (5,897) 20,704 1,994 2,158 1,156 1,306 7 (1,444) 5,177 2,095 2,176 1,168 1,303 12 (1,451) 5,303 2,194 2,180 1,183 1,329 10 (1,459) 5,437 2,304 2,149 1,151 1,293 11 (1,435) 5,473 8,587 8,663 4,658 5,231 40 (5,789) 21,390 2,079 2,110 1,142 1,306 13 (1,415) 5,235 2,024 2,062 1,125 1,285 10 (1,384) 5,122 MPLS Total Total Managed Solutions Broadband (incl. LLU) and Convergence² Lines³ Calls Private Circuits Total Total Calls and Lines Transit, conveyance, interconnect circuits, WLR, global carrier and other wholesale (incl. FRIACO) Other⁴ Total Total Other Internal revenue Total internal revenue Total line of business revenue BT Global Services BT Retail BT Wholesale Openreach Other Eliminations Total Group Revenue ¹ restated to reflect account moves between Global Services and Retail ² includes VOIP and BT Vision revenues ³ includes connection and rental fees ⁴ includes Global Services revenue from non-UK global products and Retail revenue from conferencing, directories, payphones and other select services ⁵ figures restated due to revenue re-alignment post account transfers carried out at Q1 09/10 Q2 2009/10 2008/9 Revenue trends Q3 2009/10 Q1 Q2 Q4 Total Q1 Q2 BT Global Services BT Retail BT Wholesale 15.5% 29.7% 26.6% 17.8% 15.8% 23.1% 50.0% 19.1% 16.8% 7.9% 118.4% 22.5% 2.1% (1.9)% 96.4% 7.5% 11.9% 13.0% 75.6% 16.2% (3.3)% (4.2)% 106.2% 4.3% (6.0)% (4.7)% 66.7% 0.6% BT Global Services 36.5% 43.7% 29.6% 51.8% 40.6% 32.0% 26.2% BT Global Services BT Retail BT Wholesale 19.3% 29.7% 26.6% 20.7% 21.2% 23.1% 50.0% 23.0% 19.2% 7.9% 118.4% 23.7% 10.5% (1.9)% 96.4% 13.8% 17.1% 13.0% 75.6% 20.0% 4.1% (4.2)% 106.2% 9.2% 1.3% (4.7)% 66.7% 5.4% BT Global Services BT Retail BT Wholesale Openreach 21.8% 14.3% (26.3)% 16.5% 3.8% 1.4% 11.8% (24.7)% 15.4% 2.1% 25.4% 10.6% (20.8)% 18.6% 6.3% 19.5% 1.5% (18.3)% (1.6)% (1.2)% 16.7% 9.3% (22.8)% 11.6% 2.7% 22.4% 2.2% (9.3)% 9.2% 3.3% 13.7% (0.6)% (7.6)% 19.2% 3.4% BT Global Services BT Retail (15.8)% (0.8)% (3.3)% (13.3)% (0.5)% (2.6)% (17.0)% (3.0)% (5.3)% (18.2)% (4.5)% (6.7)% (16.1)% (2.2)% (4.5)% (8.3)% (1.1)% (2.2)% (10.0)% (7.6)% (7.9)% BT Global Services BT Retail (20.3)% (6.2)% (7.5)% (10.7)% (12.2)% (12.1)% (1.9)% (10.5)% (9.8)% (17.2)% (11.2)% (11.8)% (13.0)% (10.0)% (10.3)% (5.9)% (10.6)% (10.2)% (8.0)% (9.2)% (9.1)% BT Global Services BT Retail BT Wholesale (10.5)% (2.1)% (15.3)% (11.2)% (6.4)% (6.0)% (10.4)% (8.2)% (1.2)% (4.1)% (18.4)% (9.3)% 5.3% (12.8)% (23.6)% (12.1)% (3.9)% (6.2)% (16.7)% (10.2)% (17.0)% (10.9)% (17.1)% (15.9)% (11.4)% (21.3)% (36.6)% (24.7)% BT Global Services BT Retail BT Wholesale (15.0)% (3.1)% (15.3)% (5.9)% (10.7)% (5.7)% (10.4)% (6.8)% (9.7)% (6.2)% (18.4)% (7.5)% (11.7)% (7.6)% (23.6)% (9.2)% (11.9)% (5.6)% (16.7)% (7.3)% (10.8)% (5.3)% (17.1)% (6.9)% (10.1)% (8.7)% (36.6)% (10.7)% BT Global Services BT Wholesale Openreach 18.1% (18.8)% 8.3% (7.8)% 12.2% (14.8)% 17.3% (4.5)% 12.9% (8.6)% 24.8% 1.0% 22.2% (10.7)% 18.3% 1.9% 16.3% (13.5)% 17.2% (2.5)% (7.0)% (12.4)% 27.4% (5.2)% (9.5)% (16.5)% 27.9% (7.8)% BT Global Services BT Retail BT Wholesale 23.1% 7.8% (4.9)% 12.9% 25.1% 2.5% 17.6% 13.8% 23.2% 4.5% (19.6)% 10.2% (9.6)% 5.5% 16.0% (1.0)% 13.5% 5.0% 1.9% 8.5% 25.7% 5.0% (17.2)% 12.6% (18.2)% 2.5% 18.3% (5.7)% BT Global Services BT Retail BT Wholesale Openreach 20.8% 7.8% (17.5)% 8.3% (0.4)% 19.0% 2.5% (12.0)% 17.3% 2.4% 18.4% 4.5% (9.6)% 24.8% 4.6% 3.3% 5.5% (8.2)% 18.3% 0.6% 14.8% 5.0% (12.1)% 17.2% 1.8% 10.9% 5.0% (12.9)% 27.4% 1.9% (14.4)% 2.5% (12.5)% 27.9% (7.0)% 36.0% (0.3)% (3.7)% (1.6)% 17.1% (0.3)% (3.5)% (1.8)% 31.3% (2.5)% (3.3)% (1.6)% 34.6% (4.4)% (4.4)% (2.3)% 29.4% (1.9)% (3.7)% (1.8)% 22.1% (0.3)% (4.0)% (2.0)% 9.8% 0.0% (7.1)% (4.6)% 13.4% 3.0% (12.3)% (1.1)% 2.9% 14.7% (0.1)% (7.0)% (0.3)% 4.1% 14.9% (0.7)% (1.8)% 0.8% 5.5% 6.3% (2.8)% (2.5)% (2.0)% 0.9% 12.0% (0.2)% (6.1)% (0.7)% 3.3% 4.3% (2.2)% (1.2)% 0.0% 1.1% (3.4)% (5.2)% (3.7)% (1.4)% (3.4)% ICT & Managed Networks MPLS Total Total Managed Solutions Broadband (incl. LLU) and Convergence Lines Calls Private Circuits Total Total Calls and Lines Transit, conveyance, interconnect circuits, WLR, global carrier and other wholesale (incl. FRIACO) Other Total Total Other Internal revenue BT Retail BT Wholesale Openreach Total internal revenue Total line of business revenue BT Global Services BT Retail BT Wholesale Openreach Total Group Revenue Q2 2009/10 2007/8 Line of business statistics 2008/9 Q1 Q2 Q3 Q4 Total 1,654 1,580 1,855 2,746 2009/10 Q1 Q2 Q3 Q4 Total 1,868 1,772 1,745 2,532 Q1 Q2 1,411 1,436 Global Services Order intake¹ (£m) Retail Business unit revenue¹ (£m) Consumer Business Enterprises Ireland Other (incl. eliminations) Total 1,118 661 129 186 2 2,096 1,143 692 163 186 (6) 2,178 1,160 695 146 194 0 2,195 1,120 719 171 205 (3) 2,212 4,541 2,767 609 771 (7) 8,681 1,121 705 135 198 (1) 2,158 1,105 703 174 194 0 2,176 1,096 696 184 202 2 2,180 1,040 702 209 206 (8) 2,149 4,362 2,806 702 800 (7) 8,663 1,105 648 164 198 (5) 2,110 1,042 644 182 200 (6) 2,062 Calls (mins bn) Non geographic 5.22 4.96 4.61 4.39 4.02 3.81 3.50 3.40 3.13 3.05 12.02 17.24 11.70 16.66 11.64 16.25 11.48 15.87 10.79 14.81 10.47 14.28 10.45 13.95 10.35 13.75 9.32 12.45 9.15 12.20 266 271 273 274 278 283 285 287 290 296 13,448 13,194 12,912 12,600 12,416 12,229 12,043 11,789 11,583 11,388 15 46 120 214 282 320 376 423 433 436 4,285 4,366 4,528 4,666 4,853 5,077 5,323 5,647 5,972 6,138 Consumer Business⁴ Total 16,486 7,158 23,644 16,248 7,018 23,266 16,050 6,898 22,948 15,793 6,750 22,543 15,527 6,547 22,074 15,289 6,362 21,651 14,954 6,167 21,121 14,514 5,992 20,506 14,089 5,835 19,924 13,696 5,679 19,375 Total exchange lines ('000) 27,929 27,632 27,476 27,209 26,927 26,728 26,444 26,153 25,896 25,513 Geographic Total Consumer ARPU² (£) Active consumer lines³ ('000) BT Vision installed base ('000) Openreach External WLR lines ('000) Group Lines ('000) ¹ restated to reflect account moves between Global Services and Retail ² 12 month rolling consumer revenue, less mobile POLOs, divided by number of primary lines. Note: Q1&Q2 2009/10 figures show underlying ARPU, excluding £3 relating to Q1 09/10 one-off benefit ³ 'Active consumer lines' has replaced 'Active customers'. 'Active consumer lines' represents the number of lines over which BT is the call provider (ex. NI) ⁴ 2008/9 figures restated to reflect reporting of WLR3 lines on consistant basis with PSTN Q2 2009/10 2008/9 Line of business trends 2009/10 Q1 Q2 Q3 Q4 12.9% 12.2% (5.9)% (7.8)% 0.3% 6.7% 4.7% 6.5% (3.3)% 1.6% 6.7% 4.3% (5.5)% 0.1% 26.0% 4.1% (7.1)% (2.4)% 22.2% 0.5% 3.0% (0.1)% (0.7)% (2.8)% Non geographic (23.0)% (23.2)% (24.1)% Geographic Total (10.2)% (14.1)% (10.5)% (14.3)% 4.5% Total Q1 Q2 Global Services Order intake (£m) (24.5)% (19.0)% (3.9)% 1.4% 15.3% 3.8% (1.4)% (8.1)% 21.5% 0.0% (5.7)% (8.4)% 4.6% 3.1% (0.2)% (2.2)% (5.2)% (22.6)% (22.1)% (19.9)% (10.2)% (14.2)% (9.8)% (13.4)% (13.6)% (15.9)% (12.6)% (14.6)% 4.4% 4.4% 4.7% 4.3% 4.6% (7.7)% (7.3)% (6.7)% (6.4)% (6.7)% (6.9)% 1780.0% 595.7% 213.3% 97.7% 53.5% 36.3% 13.3% 16.3% 17.6% 21.0% 23.1% 20.9% Lines ('000) Consumer Business Total (5.8)% (8.5)% (6.6)% (5.9)% (9.3)% (6.9)% (6.8)% (10.6)% (8.0)% (8.1)% (11.2)% (9.0)% (9.3)% (10.9)% (9.7)% (10.4)% (10.7)% (10.5)% Total exchange lines ('000) (3.6)% (3.3)% (3.8)% (3.9)% (3.8)% (4.5)% Retail Business unit revenue (£m) Consumer Business Enterprises Ireland Other (incl. eliminations) Total Calls (mins bn) Consumer ARPU (£) Active consumer lines ('000) BT Vision installed base ('000) Openreach External WLR lines ('000) Group Q2 2009/10 2007/8 Broadband Q1 Q2 2008/9 Q3 Q4 Q1 Q2 2009/10 Q3 Q4 Q1 Q2 000s Retail Total Broadband Net adds in quarter Retail share of DSL + LLU net adds Retail share of DSL + LLU installed base 3,834 175 38% 34% 4,074 178 1 37% 1 35% 4,251 177 4,402 150 4,505 103 4,574 69 4,658 83 4,757 99 4,835 78 4,906 72 35% 35% 30% 35% 31% 35% 27% 34% 28% 34% 42% 34% 46% 35% 43% 35% 8,457 (23) 4,205 (200) 8,385 (72) 3,983 (222) 8,261 (123) 3,756 (227) 8,196 (65) 3,622 (134) 8,074 (122) 3,416 (206) 8,062 (12) 3,305 (110) 8,026 (36) 3,191 (114) 8,031 5 3,124 (67) Wholesale Total Wholesale Broadband Net adds in quarter External Wholesale Net adds in quarter 8,772 (55) 4,938 (230) 8,480 (292) 4,405 (470) 2,424 514 3,195 771 3,729 534 4,300 571 4,761 461 5,084 323 5,501 417 5,750 249 5,957 207 6,121 164 11,195 459 11,674 479 12,186 511 12,684 499 13,022 338 13,280 258 13,575 295 13,812 237 13,983 171 14,152 168 2 Openreach External LLU Volumes ('000) Full and shared loops Net adds in quarter Group Total DSL + LLU Net adds in quarter ¹ Net adds excludes the acquisition of Brightview (63k customers) ² Adjusted for the impact of Plusnet and Brightview acquisitions by Retail Q2 2009/10 2007/8 Costs Q1 Q2 2008/9 Q3 Q4 Total Q1 Q2 Q3 2009/10 Q4 Total Q1 Q2 £m Summary cost analysis Staff costs before leaver costs¹ Own work capitalised Net staff costs before leavers Leaver costs 1,299 1,297 1,273 1,362 5,231 1,386 1,344 1,352 1,330 5,412 1,266 (187) (192) (177) (168) (724) (158) (155) (192) (168) (673) (144) 1,206 (133) 1,112 1,105 1,096 1,194 4,507 1,228 1,189 1,160 1,162 4,739 1,122 1,073 8 43 20 56 127 73 36 33 62 204 45 21 1,094 Total staff costs incl. leaver costs 1,120 1,148 1,116 1,250 4,634 1,301 1,225 1,193 1,224 4,943 1,167 Other operating costs 1,501 1,561 1,649 1,697 6,408 1,585 1,771 2,289 3,289 8,934 1,773 1,666 Sub total 2,621 2,709 2,765 2,947 11,042 2,886 2,996 3,482 4,513 13,877 2,940 2,760 POLO's 1,062 1,054 1,023 1,098 4,237 1,037 1,043 1,094 1,092 4,266 1,048 1,040 706 681 727 732 2,846 680 672 702 774 2,828 722 747 3 12 5 23 43 11 13 21 17 62 16 12 4,392 4,456 4,520 4,800 18,168 4,614 4,724 5,299 6,396 21,033 4,726 4,559 Depreciation and amortisation Amortisation of acquired intangibles Total costs² ¹ restated for the adoption of IFRS2 'Share-based payment - vesting conditions and cancellations' ² under IFRS basis and before specific items Capital expenditure Platform/Network 1,426 329 333 287 311 1,260 207 217 Line of Business 840 233 200 223 216 873 130 131 Access 844 171 167 166 159 663 143 130 Regulatory & compliance 171 53 50 59 65 227 59 56 58 16 15 26 7 65 20 24 3,339 802 766 762 758 3,088 559 558 Support functions Total Q2 2009/10