Telus 2008 Annual Report Download - page 12

choose from a wide range of data services to suit the complexity of their requirements,
including required speed and volume.
TELUS is the second largest ISP in Alberta and B.C., and the fourth largest wireline ISP
in Canada. As at December 31, 2008, TELUS had 1,220,000 wireline Internet
subscribers, including 1,096,000 high-speed Internet subscribers. In 2008, the number
of high-speed subscribers increased by 7.5 per cent. TELUS has seen an increase in
the use of data services such as business Intranets by business customers and in the
use of personal computer and Internet access by residential customers. TELUS also
offers a range of broadcast, teleconferencing and advanced intelligent network services
– services that can be customized to meet the specific needs of individual customers
through software changes to network switches. These services include special number
services such as toll free 1-800 and 1-900 and enhanced call routing.
Through growth, investment and strategic acquisitions in prior years, TELUS also
became a leading managed data-hosting provider in Canada with a national network of
intelligent Internet data centres.
TELUS provides businesses with IT services such as IT outsourcing, application
development and sustainment, and national IT consulting. As a provider of Web hosting
services, TELUS also offers managed hosting, co-location including shared Web and e-
mail hosting services, media streaming, data storage and security services. In addition,
TELUS offers managed applications services and software such as online backup Web
conferencing, expense management, customer relationship management and sales
force automation. These services are available across Canada and can be enhanced by
connection with TELUS’ infrastructure through points of presence throughout Alberta
and B.C., and in Winnipeg, Regina, Saskatoon, and many cities in Ontario and Québec.
Recent efficiency initiatives
TELUS continues to focus on enhancing operational efficiency and effectiveness in its
wireline business. In 2006, TELUS fully or partially contracted out a number of non-core
functions including property management, custodial services, building maintenance, mail
services, fleet maintenance, and pay phone coin counting. In addition, management
rationalized a number of offices into larger centres and completed the consolidation of
two field dispatch centres. In addition, a number of process improvement and
automation initiatives were undertaken.
In 2007, efficiency activities were somewhat curtailed due in part to a major
implementation of a consolidated order entry and billing system in Alberta to some one
million customers which brought about the need for extra labour in the short term.
In 2008, there was a heightened focus to identify opportunities which deliver continuous
cost improvements through network evolution, workforce and process optimization, and
system enhancements. Effort was refocused on operational efficiency initiatives,
including re-directing resources to growing parts of the business, optimization of layers
of management and spans of control to reduce staff, organization-wide expense control,
increased use of business process outsourcing and internal off-shoring, rationalization of
products in low-value activities, and commencing a multi-year program to consolidate
vendor management and reduce the number of vendors. In addition to team
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