BT 2012 Annual Report Download - page 47

44 Performance
0
40
80
120
160
200
Quarterly net broadband additions
2012
Q1
Source: Published BT Performance Indicators Q4 2012
Q1Q2 Q2Q3 Q3
2011
Q4 Q4
BT’s retail net additions
BT’s retail share of DSL, LLU and fibre net additions
96
114
188
162
141
166
146
136
000
40%
45%
53%
64%
56%
63%
56%
44%
Take-up of our super-fast broadband product, BT Infinity, has
accelerated and we now have over 550,000 customers. In November
2011 we launched our fastest ever broadband service, a FTTP BT Infinity
service which supports downstream speeds of up to 100Mbps. In April
2012 we launched FTTC BT Infinity with up to 80Mbps downstream and
up to 20Mbps upstream.
Plusnet, our brand for cost-conscious customers, performed well during
2012 and made a good contribution to our broadband performance,
representing around 15% of total retail net additions. Take-up of the
Plusnet fibre broadband service, which we launched at the start of
2012, was also encouraging.
Our pay-TV service, BT Vision, had over 700,000 customers at 31March
2012, up 23% over the prior year. We are seeing the benefit of
improvements we have made to our service during the year. In July we
launched a new BT Vision Essential package giving customers unlimited
access to BBC iPlayer and seven-day catch-up TV and the flexibility to
pay for all other on-demand content only when they view it. In June
we launched BBC iPlayer nationally after trialling it in 2011, and this
has significantly increased subscription views of on-demand content.
In February we selectively launched our next generation BT Vision
service (Vision 2.0), which offers improved browsing and navigation
capabilities, and has a sophisticated recommendations engine to
make viewing suggestions to customers. In March 2012 BT Vision won
the IP&TV Industry Award in the Best Service Growth Achievement
category. This is awarded for significant growth in the number of
subscribers to an IP-enabled TV service.
BT Business
Our calls and lines business was impacted by the continuing decline in
the fixed telephony market. However, we slowed the rate of line losses
in 2012 through improved marketing and retention activities, with net
losses down 14%, the lowest for four years. Call volumes continued to
decline, but call usage per customer has stabilised.
Broadband performed well, and in particular we saw an acceleration
in sales of our BT Infinity FTTC product. We improved our bundles of
voice, broadband and mobile, which positively impacted our broadband
performance. In November 2011 we won the award from IT Magazine
V3 for best business broadband internet service provider.
BT Ireland
Despite a challenging economy in 2012 we achieved some important
contract wins and extensions. In Northern Ireland these included the
Police Service of Northern Ireland, the Department of Finance and
Personnel, and Randox Laboratories. In the Republic of Ireland wins
included the Department of Social Protection and FBD Insurance.
In Northern Ireland more than 750,000 premises have now been passed
by FTTC resulting in coverage of 89%, which makes it one of the most
fibre-connected regions anywhere in Europe. We saw a significant uplift
in BT Infinity sales in Northern Ireland, as well as line loss reductions
and a fall in broadband churn. Our fibre-based ‘Total Transmission’
network went live in the Republic of Ireland in October 2011 and we
are progressively extending it to further sites. This network upgrade
increases the capacity of our network, lowers the cost of bandwidth,
brings our network closer to businesses and enhances our Ethernet and
IP capabilities to offer new services.
BT Enterprises
Our BT Enterprises portfolio of businesses delivered a good overall
performance, despite challenging market conditions and migration
to new technologies. We achieved significant customer wins and
introduced product enhancements to improve our competitive position.
In BT Conferencing we increased the volume of external audio
conferencing minutes by around 20% in the year and had some
significant wins including DHL, Syngenta, and a contract extension with
the NHS. We launched BT Engage Meeting Mobile, an application for
iPhone, iPad, and Android devices and enhanced our cloud-based video
conferencing solution.
In BT Directories we increased our share of directory enquiry calls
to 118500 following successful TV advertising campaigns. We also
launched our new BT Marketing Solutions website which combines all of
our online and print portfolio in one place.
In BT Expedite & Fresca we launched a hosted EPOS solution and
delivered the industry’s first iPad-enabled POS system, winning
‘Technology Initiative of the Year’ for our client, Oasis Fashions. We had
some significant wins including the renewal of a five-year e-commerce
contract with Aurora Fashions and a contract with WH Smith to provide
a self-checkout solution.
In BT Redcare we saw a large increase in sales of mobile SIM-based
fire and intruder products following significant enhancements to these
products incorporating mobile roaming and secure remote upload and
download of software.
In BT Payphones we removed around 330 payphones as part of our
programme to remove unprofitable payphones while still meeting our
universal service obligations.
In BT Wi-fi we increased the volume of wi-fi minutes by 43% in the year.
We won a contract with Hilton Hotels to provide wi-fi in 17,000 rooms,
and other significant wins included Heineken Pubs andJohnLewis.
Line of business performance
Overview
BusinessStrategy
Performance
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Financial statements
Additional information Overview
BusinessStrategy
Performance
Governance
Financial statements
Additional information