BT 2015 Annual Report Download - page 52

50 BT Group plc
Annual Report 2015
Risk case-studies
Raising standards in major contracts
e describe the riss associated with our aor contracts on pae .
ih-ualit anaeent of lare contracts includin the thorouh
handlin of riss benefits us and our custoers. provedcontract
anaeent includin increased focus on riss will enerate
iproved contract perforance in addition to iproved
custoereperience.
How we managed the risk
ne eaple of how we iproved our contract anaeent
capabilit this ear was the launch of the old tandard prorae.
his prorae ais to standardise hih-ualit benchars 
foreaple around revenue assurance cost assurance and resource
allocation  that are repeatable so that all aor contracts appl best
practice principles includin those associated with handlin of riss.
llaor contracts will be assessed aainst strict old standard
criteria and those contract teas below the benchar will be
developedcoached for iproveent in order to attain the standard.
Outcome and lessons learned
here is a correlation between old standard and hih-perforin
contracts so as the old standard base increases we should
eperience a reduction in ris eposure and an iproveent in
thenubers of custoers etendin their contract ter.
ther benefits have included a ore focused contract anaeent
counit who have seen that shared learnin helps the anae
their contracts.
eduction in phsical securit incidents
or a copan the sie of  protectin our phsical assets around
the lobe is a hue tas. e have in the reion of 000 sites
loball ranin fro sall rural UK telephone echanes eepin
counities supplied with vital counications throuh to aor
atin erican data centres servin ultinational copanies. ll areas
of the phsical estate are iportant for us to deliver services to our
custoers fro poles holes and cables in the round to hih-end
routers switches and firewalls. he protection of our networ assets
relies on us bein able to deter dela detect and respond to an
criinal activit in addition to our service restoration capabilities.
How we managed the risk
avin an up-to-date inventor of where our assets are is e to
bein able to prioritise investents in order to protect the. e are
able to use our networ topolo alarin and inventor sstes
coupled with threat-onitorin inforation fro law enforceent
partnerships to itiate our riss. n 011 our investent
and proactive initiatives led to a 0 overall reduction in reported
incidents. he investent included a i of new tools iproved ris
assessent techniues buildin securit controls and obile securit
uard patrols.
nnovation plas a e role  for eaple our networ securit
arour includes the abit apid ssessent of ncidents within 
alar onitorin sste developed to ive proactive notification of a
cable cut b identifin loss of broadband service.
Outcome and lessons learned
hile we see a downward trend in the nuber of incidents we
continue to develop and loo for innovative securit solutions to
protect our phsical estate. ontinuous iproveent of our securit
strate is deeed vital to support custoer service and business
rowth opportunities.