BT 2013 Annual Report Download - page 55

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Performance 53
Performance
BT Global Services
We further consolidated our position as a global
leader in managed networked IT services. We have
focused on improving customer service and made
investments to extend our global capabilities.
But we have more to do to improve our financial
performance and have accelerated our cost
transformation activities.
Contracts we won in the year include:
Customer Contract
British American
Tobacco
Global wide area network infrastructure
across nearly 1,000 sites in 119 countries,
which means BAT can prioritise different
types of traffic according to the needs of its
business
Caixa Econômica Federal Connecting more branches of the state-
owned development bank in Brazil to support
its expansion across the country
Cornwall Council and its
health partners
Support services to the public, the integration
of telehealth and telecare services and the
creation of a Centre of Excellence supporting
growth and trade across the UK
Department for Work
and Pensions
Communication services and network,
telephony, conferencing and contact centre
infrastructure
European Commission Network and consultancy services, including
remote access, teleworking, and internet
fallback to all major European Union
institutions
Media-Saturn Network services connecting around 750
sites of Europe’s largest consumer electronics
retailer
Novartis Adding new collaboration services and
connecting more locations worldwide
Rolls-Royce Network infrastructure in 55 sites to help
enhance operational flexibility, encourage
co-operation with suppliers, and improve
efficiency; and BT Connect network services
to link 160 locations globally
Tesco Cloud-based contact centre services covering
up to 1,800 agents to improve customer
service at busiest times
Visa Europe Managed solutions for payments processing
and corporate services
Line of business performance
Operating performance
Our investments to support our customers and improve our services have
resulted in contract wins around the world with an order intake of £6.3bn
(2011/12: £6.7bn). This was lower than last year reflecting the tough
conditions in Europe and the financial services sector.
Key facts
Order intake of £6.3bn
Improved customer
service delivery and RFT
target achieved
Double-digit revenue
growth in the high-
growth regions
Net operating costs
reduced by 9%