BT 2009 Annual Report Download - page 22

ADDITIONAL INFORMATION FINANCIAL STATEMENTS REPORT OF THE DIRECTORS BUSINESS AND FINANCIAL REVIEWS OVERVIEW
BUSINESS AND FINANCIAL REVIEWS BUSINESS REVIEW
20 BT GROUP PLC ANNUAL REPORT & FORM 20-F
BT Operate
BT Operate is responsible for making sure that BT’s products and
services run smoothly. It manages BT’s IT and network
infrastructure platforms as a single converged operation providing
a seamless information and communications technology (ICT)
infrastructure. BT Operate also runs parts of other CPs’ networks on
behalf of the customer-facing lines of business. The scope of its
operations enables it to achieve efficiency and avoid duplication
and enhance our customers’ experience. BT Operate also sets and
manages security policy and processes throughout BT enabling us
to meet the security requirements of our customers, both in the UK
and globally.
BT Operate manages the group’s energy policy, which aims to
reduce consumption, establish security of supply and reduce
carbon emissions. The renewal of our green energy contract (in
2007) until 2010 means that we now meet approximately 40% of
our electricity needs in the UK from renewable sources and almost
60% from combined heat and power generation. We are
investigating how to use more renewable electricity or new
technologies throughout our international operations.
We were one of the first companies in the UK to achieve the new,
independently assessed Carbon Trust Standard certification, in
recognition of our preparation for the UK Government’s new
Carbon Reduction Commitment. Starting in 2010, this new
legislation will rank organisations in the UK on energy performance
– bonuses and penalties will be administered through the
Environment Agency. Organisations will be required to purchase
carbon allowances (effectively permits to use energy) at the start of
each year.
In 2009, BT Operate achieved a significant reduction in its
workforce, more efficient business operations and improved supply
chain management.
Our resources
Our trusted reputation
We are proud to have a strong brand that is widely recognised in
the UK and around the world. It helps to shape our relationships
with customers and suppliers and between the people who work for
the company. BT was named the UK’s strongest
telecommunications brand and 21st overall in the 2009 Business
Superbrands survey. This ranks brands according to the views of an
expert panel and more than 1,500 business professionals.
The strength of BT’s brand is more valuable than ever, as
customers turn to suppliers they know they can rely on. So, in turn,
we have focused intensely on customer service in the past year and
will continue to do so in the year ahead.
Our partnership with the London 2012 Olympic Games and
Paralympic Games is a powerful signal of the inspiring and
innovative brand we aim to be. We have already started delivering
the communications services network for the 2012 Games at
locations around the UK. We look forward to using our experience,
people and technology to realise the potential of this exciting event
over the next three years.
Our people
At 31 March 2009, BT employed around 85,000 full-time
equivalent people in the UK and around 20,000 outside the UK.
We also employ 42,000 people indirectly, through agencies and
contractors, giving BT a total labour resource (TLR) of around
147,000.
Our aim is to create a team of high-performing, engaged and
motivated people who can make a difference for customers,
shareholders, the company and themselves.
Leadership
The quality of our leadership is vital to the transformation of BT. We
ensure that leaders at all levels understand what is expected of
them, including their sustainability obligations, have access to
appropriate development opportunities and are able to benchmark
their performance against that of their peers.
Learning and development
We offer employees a wide range of learning and re-skilling
opportunities. Online and instructor-led courses are available
through Route2Learn, our group-wide web-based learning portal.
Key to delivering excellent customer service is developing a
customer-centric culture in BT, giving our people the skills and the
tools necessary to ensure that every customer experience is an
excellent one. A number of development initiatives designed to
improve our right first time performance were launched in 2009.
BT employees are encouraged to volunteer in their communities
– more than 3,000 people are actively involved. The community
benefits from their involvement, while they benefit from the
opportunity to enhance existing skills and acquire new ones.
BT was named the UK’s strongest telecommunications brand in
the 2009 Business Superbrands survey
BUSINESS AND FINANCIAL REVIEWS