BT 2016 Annual Report Download - page 2

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Please find page 2 of the 2016 BT annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

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Online Annual Report
www.bt.com/annualreport
Delivering our purpose update
www.btplc.com/Purposefulbusiness
Bethany’s Story
The cover of our 2016 Annual Report features Bethany Johnson,
a service delivery apprentice in her second year with the company.
Working for Openreach, Bethany makes a dierence to customers
every day, helping them to get connected and making sure they’re
happy with their service. For Bethany, her role is about earning the
customers’ trust and doing a vital job right, the first time.
Bethany is one of 1,700 apprentices and graduates that we’ve hired in the
past two years, with a further 1,400 roles announced in February 2016.
We’ll also have returned 2,000 contact centre roles to the UK as part of our
commitment to answer more customer service calls within the UK. This is one
part of the investment we’re making to deliver superior customer service and
to grow our business.
More than 25m businesses and homes now have access to superfast
broadband and the UK has seen a massive increase in average broadband
speed – from just 4Mbps in 2009 to almost 29Mbps in 2015.
Together with the eorts we are making to transform our costs, our focus on
investment and growth will deliver our strategy of broadening and deepening
our customer relationships. Find out more throughout this Annual Report
and on our website.
Watch Bethany’s story online
www.btplc.com/bethany
Front cover and above image
Bethany Johnson, BT apprentice