BT 2009 Annual Report Download - page 7

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ADDITIONAL INFORMATION FINANCIAL STATEMENTS REPORT OF THE DIRECTORS BUSINESS AND FINANCIAL REVIEWS OVERVIEW
128m km
copper wire
£1.1bn
invested in innovation
We have the most comprehensive fixed-line
communications network in the UK, with more than 128m
kilometres of copper wire and more than 11m kilometres of
optical fibre.
We have announced plans to build a fibre based, super-fast
broadband network, which will be available to around 40%
of the UK’s homes and businesses by 2012.
Our MPLS network provides coverage and support in more
than 170 countries.
In 2009, we invested £1.1bn in R&D to support our drive for
innovation. This covers everything from scientific research
to the development of new products and services.
OVERVIEW
5BT GROUP PLC ANNUAL REPORT & FORM 20-F
OVERVIEW
THIS IS BT
BT is one of the world’s leading communications services companies. In the UK, we are the
largest communications service provider to the residential and business markets. The BT
brand is one of the most trusted in the UK. Around the world, we are a major supplier of
networked IT services to government departments and multinational companies.
We aim to do business in an ethical and sustainable way, in
accordance with our published code of practice –
The Way We
Work
. Not only do we believe that it’s the right thing to do, we
also believe it’s good for BT, good for customers, good for
shareholders and good for the communities in which we operate.
For example, we were one of the first companies in the UK to
achieve the new, independently assessed Carbon Trust Standard
certification in recognition of our work on reducing our emissions.
Doing business sustainably Networks and innovation
Our customers and our shareholders are
at the heart of everything we do.
15m
customers
We have around 15 million customers,
ranging from individual consumers with a
single phone line, to government
departments and some of
the world’s largest multinationals.
We have over one million shareholders,
from individual private investors to major
institutional investors.
17%
group-wide right first time
performance increase in 2009
We aim to offer an excellent customer
experience every time. Customer service
is one of the key measures by which we
determine the performance of our
business. At the heart of the service we
offer is a commitment to getting it right
first time for our customers.
Our services range from:
providing a single residential phone
line, to delivering global networked
IT services to major multinationals
developing phones for the elderly
and disabled, to offering super-fast
broadband speeds to millions of
customers
developing innovative call packages
for homes and businesses, to
providing managed services that
help our wholesale customers serve
their customers
offering state-of-the-art
videoconferencing and telepresence
systems, to building the UK’s largest
on-demand TV service
facilitating online trading
communities, to enabling Openzone
customers to access wireless
broadband around the world.
External revenue by line of business
External revenue by customer segment
BT Global Services
41%
BT Retail
38%
BT Wholesale
16%
Openreach
5%
Major corporate
40%
Wholesaler/carrier
25%
Consumer
23%
Business
12%
Dow Jones
Sustainability Indexes
Member 2008/09
About us