BT 2015 Annual Report Download - page 33

31
Overview
The Strategic Report
Purpose and strategy Delivering our strategy
0ur lines of business Group performance Governance Financial statements Additional information
A global workforce
t 1 arch 01 we had 00 full-tie euivalent 
eploees in 0 countries with 0900 of the based in the UK.
e are one of the larest eploers in the UK supportin its econo
b providin obs and incoe.
his ear we recruited over 9900 people. f these ore than
00 wor in the UK includin over 00 who are on our renowned
apprenticeship schee.
External hires (full-time equivalents)
Year ended 31 March
UK Non-UK
000
12
10
8
6
4
2
02013 2014 2015
cross our lobal business we continue to siplif the wa we
wor for eaple b transforin our  and finance sstes and
services. his aes thins easier for our people so we can serve our
custoersbetter.
s our business evolves to eet the needs of our custoers we adapt
our oranisation redeploin people throuh the  transition centre.
his helps us avoid redundancies. ast ear in the UK 100 people
were redeploed eanin that we retained eperienced people with
the sills we need for the future.
A customer-facing workforce
his ear we recruited 00 new enineers and ore than 00
new service colleaues to wor in our custoer anaeent and
contact centres. e created 1100 obs in the UK that were previousl
perfored b aencies in the UK and overseas.
ur ustoer irst prorae supports our business strate b
ain sure our people have the support sills and confidence to
iveour custoers a reat eperience. aples include
 innovative apps to ive enineers better access to inforation
seepae 1
 trainin in counication sills to cut out aron and copleit and
 reoranisin teas to focus on the needs of custoers at specific
points in their relationship with us.
e are ain use of internal social edia tools to encourae
colleaues to share best practice as each other uestions and celebrate
the proress we are ain.
Customer First Challenge Cup
he ustoer irst hallene up is a e people enaeent
prorae in . t is an annual copetition that started in 00.
tencouraes people to for teas and coe up with the best ideas
for chanin business processes in was which save one or deliver
iproveents for our custoers. his ear over 000 people cae
toether to for over 00 teas across 1 countries. he nuber of
people participatin has increased ear on ear with 0 of those
involved this ear doin so for the first tie.
Investing for growth
earnin atters at . e want our people to build their sills and
careers and our cade helps the do this.
he cade is s new approach to learnin. t is not a phsical
place or buildin it is hoe to a cobination of aterials events
proraes and nowlede-sharin activities which help our people
learn in dierent was. he cade is oranised across four faculties
eadership echnical ustoer and usiness. ach facult supports a
nuber of counities we call professions which have siilar learnin
and career ournes.
e have ade accessin a profession eas b investin in an
innovative social collaboration platfor  helpin people to develop
their sills and careers toether.
round 900 leaders  fro senior eecutives to unior anaers
 have learnt new was to lead coach and support their teas. nd a
lobal prorae is ivin 00 frontline people the sills tools and
techniues to continuousl iprove the wa we serve custoers.
e intend to recruit around 1000 raduates and apprentices in
011. nd we are also oerin up to 1000 vocational and wor
eperience placeents to 1- ear olds as part of the UK
eploer-led initiative oveent to or. his is baced b
therinces rust and the overnent.
A healthy organisation – employee engagement and
involvement
e are becoin a healthier oranisation. ur plans to iprove
oranisational health have included the creation of the cade the
ipleentation of ontinuous proveent initiatives throuhout the
business and an award-winnin leadership developent prorae.
Find out more
7RƬQGRXWPRUHDERXWRXU
apprenticeship scheme visit
www.btplc.com/careercentre