BT 2009 Annual Report Download - page 8

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ADDITIONAL INFORMATION FINANCIAL STATEMENTS REPORT OF THE DIRECTORS BUSINESS AND FINANCIAL REVIEWS OVERVIEW
6BT GROUP PLC ANNUAL REPORT & FORM 20-F
OVERVIEW
BT Design
BT Design is responsible for the design and deployment of the platforms, systems and processes that support our products and services.
It is also responsible for network planning and the implementation of BT’s global 21CN platform.
BT Operate
BT Operate is responsible for making sure that BT’s products and services run smoothly. It manages our IT and network infrastructure
platforms as a single converged operation.
BT Group
BT Retail serves consumer
customers and small and
medium-sized enterprises in
the UK, providing a range of
innovative communications
products and services that
enable customers to enhance
the way they live their lives
and run their businesses. It also
comprises BT Ireland and our
BT Enterprises division.
2009
4.8m broadband lines
20.7m fixed lines
65% improvement in time
taken to get through to an
adviser
20% improvement in average
time to clear telephony
network faults experienced
by business customers
BT Global Services BT Retail
BT Wholesale brings potential
economies of scale to around
700 UK communications
providers, through a diverse
portfolio ranging from
nationally available
broadband, voice and data
connectivity services and the
interconnection of traffic
across other service providers’
networks, to managed
network solutions.
2009
signed managed network
services contracts worth a
projected £1.2bn over their
lifetimes
average time taken to repair
broadband faults reduced
by 40%
ADSL2+ broadband now
available to 10m UK homes
BT Wholesale
Openreach is responsible for
the crucial ‘first mile’
connecting communications
providers’ customers to their
local telephone exchange,
giving them equal, open and
economic access to the UK
network.
2009
fulfilling 94,000 LLU orders
a week
65%+ reduction in number
of customers waiting more
than three days for a fault
to be fixed
20%+ reduction in access
faults this year – a line goes
wrong only every 13 years
on average
Openreach
BT Global Services is a
provider of networked IT
products, services and
solutions. It aims to be the
partner of choice for large
enterprise and government
customers in the UK and
globally.
2009
five-year US$526m
contract with Procter &
Gamble, to provide
communications
infrastructure in 80+
countries
Telemark Services Platinum
award for best in class
customer satisfaction for
global data virtual private
networks
40%+ reduction in
average time to provide
international MPLS
HOW WE ARE STRUCTURED
We meet the needs of our different customer groups through four customer-facing lines of
business, supported by two internal functional units. BT Retail, BT Wholesale and Openreach
operate mainly in the UK. BT Global Services provides services in more than 170 countries
around the world.
We believe that the way we are structured brings us closer to our customers, helps us get it right first time and enhances
the customer experience, at the same time as helping us reduce our costs and drive value for our shareholders.
OVERVIEW