BT 2016 Annual Report Download - page 67

Overview The Strategic Report Governance Financial statements Additional information
71
Mobile
Inputs
BT Consumer employs over 6,000 people, with over 70% directly
helping our customers through our contact centres.
We buy access to the Openreach network to sell fixed‑line and
broadband services.
We’ve secured exclusive rights to broadcast sports content to our
customers.
Outputs
We provide connectivity services over copper lines, fibre broadband
and 4G mobile.
Developments such as the BT Sport and My BT apps help improve
customer engagement.
This year we provided over 770,000 hours of training to our contact
centre agents.
Outcomes
We generated 24% and 16% of BT’s revenue and EBITDA respectively.
We encourage volunteering, with 55% of BT Consumer employees
volunteering in the year.
We work closely with our suppliers to make our products and business
operations more sustainable, right through the supply chain and to the
customer.
We helped over 9,000 charities raise £60m in the year through
MyDonate, our commission‑free online fundraising and donation
platform.
BT Consumer
BT Consumer is the largest provider of consumer
broadband and fixed-voice in the UK. We want to deepen
our customer relationships through selling broadband,
TV, BT Sport channels and mobile services to our customers.
We connect millions of households and people to information and
entertainment, to friends and family, at home or on the move.
Whether they’re banking on their laptop, watching movies through
their YouView box, or tweeting on their smartphone, we’re making
it fast, safe, reliable and easy.
We also oer a range of devices including telephones, baby
monitors and set‑top boxes through high street retailers. And we
oer commercial services for businesses who want access to BT
Sport or connectivity through BT Wi‑fi.
Through our award‑winning second brand, Plusnet, we target
price‑conscious customers with fixed‑line, broadband and
TV services.
Markets and customers
The UK population consists of around
64m individuals and around 27m households. The
telecoms market is very competitive with more than
ten fixed-line operators, seven major bundled product
suppliers and four mobile network operators.
Pay-TV is less competitive with only four providers.
Most of our major competitors, including Virgin Media and TalkTalk,
oer bundled services which include fixed‑line, mobile, broadband
and TV services. Sky and Vodafone have both announced plans
to oer all four services as well.
TV TV
Home phone Home phone
Broadband Broadband
BT Sport BT Sport
BT Consumer market share
As at 30 September 2015
%
BroadbandHome phone Pay-TV
Source: Ofcom and BT data.
0
10
20
30
40
50
9
33
37
Inputs, outputs and outcomes