BT Exact One IT Transformation Clive Ansell, BT Group Strategy Director AlNoor Ramji, CEO BT Exact

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BT ExactOne IT TransformationClive Ansell, BT
Group Strategy DirectorAl-Noor Ramji, CEO BT
Exact CIO BT Group

• 29 September 2005

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Delivering value through transformation
Long term Partnership with our customers

• Defend traditional
• Improved service
• Price innovation
• Reduce costs / improve margin
• Aggressive creative marketing

• Grow New Wave
• Networked IT services
• Broadband
• Convergent mobility solutions

Transformation 21st Century Network
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BT Exact who we are, what we do

• Thousands of highly skilled IT professionals
• Global presence (UK, Asia, continental Europe,
  North America)
• Adastral Park brain trust second to none
• We work with lines of business to provide
  customers
• Leading edge network design
• IT system and application development
• Innovation, change management and IT operations

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BT Exact our role in the new BT

• BT Exact supports BT Groups transformation into
  a global networked IT services company by
• Designing, building and maintaining the
  technology infrastructure for 21 CN and BTs
  day-to-day business operations
• Putting talented professionals to work solving
  technology challenges for customers (via lines
  of business) and developing new products and
  services
• Reducing costs through a relentless focus on ROI,
  more efficient use of people, and outsourcing of
  less-critical work
• Making it easier to do business with BT by
  delivering a real time, zero touch, self-service
  customer experience

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BT Exact One IT objectives

• Place the customer at the centre of our work.
• Processes
• Focus on small number of key programmes aligned
  with BTs business objectives. Terminate all
  other work
• Establish clear milestones and deliverables for
  all programmes review formally every 90 days
• People
• Create a single IT resource for all of BT and a
  dedicated IT resource pool for customer-facing
  ICT work.
• Invest to ensure that our IT professionals are
  the most highly trained and skilled in the
  industry
• Offshore less-critical work, in-source higher
  value work reduce reliance on outside
  contractors
• Technology Architecture
• Streamline/consolidate platforms and systems

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BT Exact Three customer experiences

• Lead to cash
• The time between the identification of a customer
  and getting revenue in the door
• Trouble to resolve
• The time between the identification of a problem
  and its resolution
• Concept to market
• The time it takes to get new technology and
  service concepts from the drawing board to the
  customer

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BT Exact Measuring success

• What the customer wants (The 4 Cs)
• Greater control
• More capability
• Reduced cost
• Less complexity
• Two key measures
• Right first time
• Cycle time

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BT Exact One IT Transformation Status

• One of the largest IT transformation efforts ever
  undertaken
• Majority of employees understand and believe in
  the vision
• Change, especially major change, is difficult and
  challenging
• This transformation is central to BT achieving
  its larger business objectives
• Progress made implementing new programme
  management structure, but more remains to be done
• 90-day programmes with clear deliverables and
  milestones
• Customer Hot House requirements gathering at
  outset (including external customers)
• Post-Implementation Review (PIR) process
• Created new structure for managing people
• Focus on continuous training, customer engagement
• Accelerating transformation to meet financial and
  operational objectives
• More than 100 million in savings within 2 years
  of inception (October 2004) within published
  group cost saving envelope
• 4,000 IT professionals engaged in
  customer-facing, revenue earning ICT work by 2007

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Thank you