BT 2015 Annual Report Download - page 59

57
Overview
The Strategic Report
Purpose and strategy Delivering our strategy 0ur lines of business
Group performance Governance Financial statements Additional information
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ontracts we won in the ear include
Customer Contract
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(BT Contact)
o provide the airlines lobal call centre
infrastructure.
Genome Institute
of Singapore
(BT Compute)
loud opute infrastructure to create
a cloud-based net eneration enoe
seuencin environent.
Kimberly-Clark
(BT One)
To implement and manage cloud-
based solutions for a lobal networ of
000users.
Procter and Gamble
(BT Connect)
anaed networ and securit services
inore than 0 countries.
Sasol
(BT Connect)
anaed securit conferencin
collaboration and other networ services
connectin 11 sites across the world.
Smart DCC, subsidiary of
the Capita Group
(BT Assure)
 securit solution for the UK sart
eterin prorae.
Société Générale
(BT Connect)
oice and data counications services
across 0 countries. e will also deplo
wi-fi services across 0 sites in rance.
Royal Mail
(mobility services)
rovision of 000 handheld devices to UK
posten and woen for scannin parcels.
Welsh Government
(BT Connect)
o provide the countr-wide public sector
broadband networ supportin ore
than 0 public service oranisations across
000 sites.
eliver superior custoer service
e ather feedbac fro our custoers in an dierent was
includin throuh our lobal account anaeent teas and b
usinsurves.
his ear we have ade proress on iprovin custoer service
b enhancin our sstes processes and the wa we anae our
relationships with custoers and suppliers. owever our custoers
tellus there is still ore we can do to eep the better infored and
further iprove our speed of service deliver particularl in the UK.
urin the ear we
 iproved the speed of service deliver of our ain products b .
e will continue to act on feedbac and focus on this in 011
 reduced a baclo of orders for  onnect lobal our ain lobal
 product b ore than 0 which will ean we can deliver
services ore uicl in the future
 introduced new service pacaes to ae it easier for custoers to
choose the level of service support the need and
 introduced new processes for our aor accounts to ae sure we
dealwith issues uicl.
ur custoers often use our products and services to reduce
their ipact on the environent. or instance our  ne unified
counications and collaboration services helped asol achieve travel
savins of ore than a illion iloetres preventin 0 etric tonnes
of carbon emissions in the first si onths of the contract.
ranisations also loo to us to help the innovate to enhance their
custoers eperience and enaeent. e are worin with lder
e hildrens ospital in iverpool to develop a patient entertainent
sste for their new hospital. e are also partnerin with oca-ola
in outh frica to set up wi-fi on their drins achines providin free
internet access to ipoverished counities see pae 1.
Performance in the year
e have consolidated our position as a lobal leader for anaed
networed  services. e have iproved our custoer service.
e rew revenuea in the hih-rowth reions of the world and
ontinental urope but lower public sector revenue resulted in overall
revenue declinin. espite this we rew  driven b our cost
transforation activities. ur operatin cash inow of 9 was lower
than we achieved last ear when we had benefited fro soe earl
custoer receipts.
Key facts:
Improved customer service –
increased speed of delivery by
25% and RFT up 8.6%
Operating costsa down 5%
Order intake of £6.5bn, down
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last year
Revenuea up in the
high-growth regions
and Continental Europe
Operating performance
e achieved an order intae of .bn down  after last ear
benefited fro soe lare contract re-sins. n line with our strate
to row our share of wallet we increased our new business order intae
with our top priorit custoers.
BT Global Services 12-month rolling order intake
Year ended 31 March
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
2014 2015
£bn
4.0
4.5
5.0
5.5
6.0
6.5
7.0
7.5