BT 2013 Annual Report Download - page 58

Performance
56
(1,400)
(1,200)
(1,000)
(400)
(600)
0
(800)
(200)
Annual consumer line losses
Year ended 31 March
2011
Net active line losses Net total line losses
2012 2013
(678)
(883)
(478)
(1,249)
(496)
(712)
000
We won 424,000 net additional retail broadband customers. That
represents 51% of the DSL and fibre broadband market net additions
and takes our retail customer base to around 6.7m, up 7%. Our net
additions declined compared with the prior year largely due to slower
market growth.
0
200
300
500
700
000
400
600
100
Retail broadband net additions
Year ended 31 March
2011 2012 2013
560
589
424
We have made a big push to promote BT Infinity. We now have around
1.3m retail fibre customers, including business customers (31March
2012: 0.5m). Overall, 19% of our broadband customers are now on
fibre.
On top of encouraging people to take up broadband we have
launched initiatives to help people use the web safely. We are running a
pilot project in schools where BT volunteers offer parents practical advice
on how to keep their families safe online.
We launched Vision 2.0, YouView from BT and Extra TV. We had 810,000
customers on our TV service at 31 March 2013, up 15%.
Our consumer ARPU has increased to £365 (2011/12: £343).
This is largely driven by broadband sales – especially fibre.
BT Business
The decline in the fixed-voice market continued to impact our calls and
lines business. Despite this, net line losses have improved slightly with a
decrease of 2% in the year.
Our call volumes have continued to decline due to the lower number
of lines, but call minutes per line have declined much more slowly. Call
revenue has been impacted by customers choosing our newer packages
with attractive tariffs and buying prepaid call bundles.
Broadband performed well, boosted by strong sales of BT Infinity for
business thanksto targeted advertising campaigns.
We have launched a range of new mobile handsets and tablets this year
and continued to gain mobile subscribers.
In 2011/12 we decided to withdraw from low-margin IT hardware
trade sales. This meant that in the first half of this year, our IT services
revenue trend was impacted by lower hardware sales in BT Business
Direct. However, good growth in BT iNet and BT Engage IT meant that
ITservices grew by 2% overall for the year, or 9% excluding low-margin
IT hardware trade sales.
BT Engage IT launched BT Managed Compute – a fully-managed
infrastructure-as-a-service cloud solution. It provides customers with a
scalable, flexible path to migrate to cloud services. We won a deal with
Anchor (a provider of housing and care for older people), our first big
customer for this service.
BT iNet has focused on improving its most profitable areas. For example,
we have invested in a Converged Infrastructure Practice to expand our
data centre skills and capabilities.
BT Ireland
Despite the challenging economy, we have seen good growth in
government and business contracts in the Republic of Ireland. We signed
a wholesale deal to provide BSkyB with managed voice and broadband
services to support their launch in the Republic of Ireland. We were also
selected as the NI Direct strategic partner to develop and improve access
to Northern Ireland government services.
Our fibre rollout in Northern Ireland has reached over 90% coverage
with 52% of our consumer broadband customers now taking fibre-
based services.