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BT in Financial Services Analyst Virtual Roundtable

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BT in Financial Services Analyst Virtual Roundtable

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    3. BT in Global Banking and Financial Markets How we fit into the BT organisation. BT Group consists principally of four lines of business: BT Global Services - Focused on our large corporate customers, BT Retail - Consumer and SME focus BT Wholesale - runs BT's networks and provides network services and solutions to other communication companies. Openreach - owns, maintains and develops the access network that links homes and businesses to the networks of Britain's communications providers We also have 2 other divisions BT Innovate and Design - BT Group’s IT design and delivery business & BT Operate - deploys and runs communications services for customers over BT's core network and systems. In the year ended 31 March 2010, BT Group’s revenue was Ł20.9 million. BT Global Services helps multi-site organisations to master the complexity of business communication. It serves corporate and government customers worldwide and wholesale customers outside the UK. It employs around 37,000 people in 53 countries and delivers service in more than 170 countries. In addition, BT Global Services has more than 10,000 professional services people (around 40 per cent of all its employees) skilled in business and process transformation, change and project management, solutions design and innovation.  BT Global Services provides a range of specialist network-centric propositions and practices spanning high performance networking, applications management, outsourcing and managed services, and business transformation. GB&FM – BT's Global Banking and Financial Markets, a division of BT Global Services, has more than 30 years of experience, providing products and services developed specifically to the unique requirements of the financial services industry. These include BT Radianz Services which services a community of 14,000 end points, delivering mission critical data applications from over 400+ service providers, our voice trading platform delivering mission critical voice solutions for the trading floor and BT Managed Secure Messaging (MSM) for Euroclear CCI building on our legacy service SettleNET that provides secure access to CREST/Euroclear UKI, the central securities depository for the UK and Ireland. Our new service provides secure and cost-effective messaging to Euroclear. BT GB&FM has built a reputation for creating solutions that help financial firms to increase revenues, reduce costs and improve service to their customers. How we fit into the BT organisation. BT Group consists principally of four lines of business: BT Global Services - Focused on our large corporate customers, BT Retail - Consumer and SME focus BT Wholesale - runs BT's networks and provides network services and solutions to other communication companies. Openreach - owns, maintains and develops the access network that links homes and businesses to the networks of Britain's communications providers We also have 2 other divisions BT Innovate and Design - BT Group’s IT design and delivery business & BT Operate - deploys and runs communications services for customers over BT's core network and systems. In the year ended 31 March 2010, BT Group’s revenue was Ł20.9 million. BT Global Services helps multi-site organisations to master the complexity of business communication. It serves corporate and government customers worldwide and wholesale customers outside the UK. It employs around 37,000 people in 53 countries and delivers service in more than 170 countries. In addition, BT Global Services has more than 10,000 professional services people (around 40 per cent of all its employees) skilled in business and process transformation, change and project management, solutions design and innovation.  BT Global Services provides a range of specialist network-centric propositions and practices spanning high performance networking, applications management, outsourcing and managed services, and business transformation. GB&FM – BT's Global Banking and Financial Markets, a division of BT Global Services, has more than 30 years of experience, providing products and services developed specifically to the unique requirements of the financial services industry. These include BT Radianz Services which services a community of 14,000 end points, delivering mission critical data applications from over 400+ service providers, our voice trading platform delivering mission critical voice solutions for the trading floor and BT Managed Secure Messaging (MSM) for Euroclear CCI building on our legacy service SettleNET that provides secure access to CREST/Euroclear UKI, the central securities depository for the UK and Ireland. Our new service provides secure and cost-effective messaging to Euroclear. BT GB&FM has built a reputation for creating solutions that help financial firms to increase revenues, reduce costs and improve service to their customers.

    4. Stabilised in 2009/10 improved financial and operational execution better controls environment Operating cash flow positive in 2011/12 further significant improvement in operating cash flow in 2010/11 Revenue to grow by 2012/13 growth in business with multinational customers investment in Asia Pacific region over two years better execution through global delivery model key focus on chosen verticals – Financial Services Industry BT Global Services: our commitments We announced two key financial commitments for the business: Operating cash flow positive by 2011/12, with significant improvement in operating cash flow in 2010/11 Revenue growth by 2012/13 through increased business with multinational customers and growth oriented investments in Asia-Pacific   We also outlined the key elements of our plans for growth and profitability, including:   Strengthening our industry sector solutions for financial services, global brands and pharmaceutical customers Investing in key growth areas in the portfolio – IP VPNs, Ethernet, unified communications, security, CRM and mobility Launches and globalisation of the portfolio – virtual data centres, virtual private networks, and hosted IP telephony Investing in key skills – both in our people in key customer facing and contract management roles, and specialists in areas of our core portfolio Improving our third party supplier management Simplification of key processes, systems and networks to improve customer service and reduce costs GS - announced a significant new investment in Global Services business in Asia, including: Globalisation of BTGS portfolio Up to 300 key staff Strengthened network services Enhanced professional services capabilities Improved global delivery model Investment in partnering   We announced two key financial commitments for the business: Operating cash flow positive by 2011/12, with significant improvement in operating cash flow in 2010/11 Revenue growth by 2012/13 through increased business with multinational customers and growth oriented investments in Asia-Pacific   We also outlined the key elements of our plans for growth and profitability, including:   Strengthening our industry sector solutions for financial services, global brands and pharmaceutical customers Investing in key growth areas in the portfolio – IP VPNs, Ethernet, unified communications, security, CRM and mobility Launches and globalisation of the portfolio – virtual data centres, virtual private networks, and hosted IP telephony Investing in key skills – both in our people in key customer facing and contract management roles, and specialists in areas of our core portfolio Improving our third party supplier management Simplification of key processes, systems and networks to improve customer service and reduce costs GS - announced a significant new investment in Global Services business in Asia, including: Globalisation of BTGS portfolio Up to 300 key staff Strengthened network services Enhanced professional services capabilities Improved global delivery model Investment in partnering  

    5. BT Global Services: our structure Leading supplier of networked IT services to corporate and public sector A global leader in networked IT services multinational corporations (MNC) corporations and public sector organisations in key markets with particular strength and depth in the UK Operating globally and delivering locally broad portfolio of customers and contracts high quality customer base c.170 countries recognised as market leading for customer service and innovation A global leader in networked IT services multinational corporations (MNC) corporations and public sector organisations in key markets with particular strength and depth in the UK Operating globally and delivering locally broad portfolio of customers and contracts high quality customer base c.170 countries recognised as market leading for customer service and innovation

    6. GB&FM Key focus of GS and will be totally “stood up” by Oct 1 Absolute commitment to the vertical 17% of GS revenues come from GB&FMGB&FM Key focus of GS and will be totally “stood up” by Oct 1 Absolute commitment to the vertical 17% of GS revenues come from GB&FM

    7. Focused spending on efficiency, regulation and competitive advantage Continued pressure on back-office costs. Spending on risk management and reporting Leading companies will continue to use technology as a competitive differentiator Emerging Opportunities in Finance sector Financial Services sector is first to recover. Companies investing to build market share and diversify profit sources Government owned companies will be disadvantaged Poor 2009 for Western economies UK shrunk by 4.7%, Germany down 4.9% Meltdown avoided by governments infusing cash World economies diverging in 2010 Slow recoveries in the West: UK +1.4%, Germany +1.7%, US +1.0%, Asia-Pac powering ahead: Growth in China & India forecast at 7-8% Macro-background poor in UK and US Lending at low levels, down 8% in the UK. Corporate failures to increase (to 4 times ‘09 levels?) Focused spending on efficiency, regulation and competitive advantage Continued pressure on back-office costs. Spending on risk management and reporting Leading companies will continue to use technology as a competitive differentiator Emerging Opportunities in Finance sector Financial Services sector is first to recover. Companies investing to build market share and diversify profit sources Government owned companies will be disadvantaged Poor 2009 for Western economies UK shrunk by 4.7%, Germany down 4.9% Meltdown avoided by governments infusing cash

    8. BT GB&FM Strategy –To network the worlds financial community BT’s vision is to provide the leading global common networked IT services infrastructure and related professional and managed services, together with a connected global community of over 14,000 sites of financial services firms, which enables financial services firms to:   -          Benefit from more effectively managed and operated internal networked IT services (WAN, LAN, IP Telephony, Hosting and Data Centre services, Storage)   -          Engage externally with their clients and business-to-business partners more effectively, because they and the global community of financial services firms are all securely and reliably connected together via the common networked IT services infrastructure.   This vision puts BT at the heart of the financial services market, with networked IT services that underpin the markets’ intra- and inter-firm communications, operations, applications and services, from financial markets to global banking to insurance, enabling these firms to address their key business drivers of   -          Operational efficiency -          Customer focus -          Transparency & compliance -          Agility -          Globalisation.   The common networked IT services infrastructure offers managed and multi-service access (i.e. a single, resilient connection, capable of delivering all of BT’s services through segregated channels) to a tiered set of 21CN-based networks (from ultra-high bandwidth low-latency city hubs, to the global MPLS network, to secure internet-based VPNs). A range of services are provided within the network, including: low-latency trading services, market data services, trader voice & turret services, proximity hosting, data centre and hosting services, computing resource, secure messaging, storage, SIP and hosted voice services, video, CRM and contact-centre services and community-wide directories.   The services are built from the combination of BT’s Group-wide network investments, BT’s Global Services Portfolio and BT GB&FM’s vertical products portfolio.   From a technology perspective, the common networked IT services infrastructure is a Software- and Infrastructure-as-a-service (SaaS/Iaas) model, exploiting BT Group’s core investment in 21CN and is effectively a ‘cloud computing and communications’ platform for financial services.   The platform attracts ‘providers’ of services to the community - such as market data providers and application providers – and ‘members’ or ‘consumers’ of the services, such as investment banks, exchanges, fund managers, brokers, corporate treasuries, retail and commercial banking firms and insurance firms. The platform thus enables business-to-business interaction between financial services firms and between firms and their clients.   The same model and infrastructure also enables business operations within an individual enterprise. The solution includes a range of managed and professional services, enabling BT to achieve large-scale recurring revenue streams from enterprise-wide managed services and an increasing focus on re-use of the common platform and service-wraps improves EBIT performance.   In the financial markets, BT’s platform and supporting professional and managed services support the financial community across the trade-cycle: • share market information at rapidly increasing volumes and speeds • collaborate internally to determine response to changing market conditions • provide knowledge and advice to clients • receive client orders and execute and settle trades • across the combination of voice and electronic markets.   In the banking and insurance markets, these capabilities and services enable firms to: • transact securely • interact with their clients more effectively through multiple channels • manage their branches and internal operations more effectively.   BT already has significant credibility and capability in this area, making the vision a very achievable goal for BT GBFM :   - a community network, delivering Thomson Reuters and Radianz Services, to over 14,000 locations in over 64 countries, from over 400 service providers - ultra low-latency / high-bandwidth metro-area networks and proximity hosting services in the major financial centres, enable sub-millisecond high-frequency trading - an installed base of over 60,000 trading floor turret users (a specialised voice-trading solution), with the technology moving to a networked services-based model - contact-centre solutions supporting over 60,000 contact centre agents - secure messaging solutions supporting Ł25bn of transactions being settled every day and over 20+ million card payments.  BT’s vision is to provide the leading global common networked IT services infrastructure and related professional and managed services, together with a connected global community of over 14,000 sites of financial services firms, which enables financial services firms to:   -          Benefit from more effectively managed and operated internal networked IT services (WAN, LAN, IP Telephony, Hosting and Data Centre services, Storage)   -          Engage externally with their clients and business-to-business partners more effectively, because they and the global community of financial services firms are all securely and reliably connected together via the common networked IT services infrastructure.   This vision puts BT at the heart of the financial services market, with networked IT services that underpin the markets’ intra- and inter-firm communications, operations, applications and services, from financial markets to global banking to insurance, enabling these firms to address their key business drivers of   -          Operational efficiency -          Customer focus -          Transparency & compliance -          Agility -          Globalisation.   The common networked IT services infrastructure offers managed and multi-service access (i.e. a single, resilient connection, capable of delivering all of BT’s services through segregated channels) to a tiered set of 21CN-based networks (from ultra-high bandwidth low-latency city hubs, to the global MPLS network, to secure internet-based VPNs). A range of services are provided within the network, including: low-latency trading services, market data services, trader voice & turret services, proximity hosting, data centre and hosting services, computing resource, secure messaging, storage, SIP and hosted voice services, video, CRM and contact-centre services and community-wide directories.   The services are built from the combination of BT’s Group-wide network investments, BT’s Global Services Portfolio and BT GB&FM’s vertical products portfolio.   From a technology perspective, the common networked IT services infrastructure is a Software- and Infrastructure-as-a-service (SaaS/Iaas) model, exploiting BT Group’s core investment in 21CN and is effectively a ‘cloud computing and communications’ platform for financial services.   The platform attracts ‘providers’ of services to the community - such as market data providers and application providers – and ‘members’ or ‘consumers’ of the services, such as investment banks, exchanges, fund managers, brokers, corporate treasuries, retail and commercial banking firms and insurance firms. The platform thus enables business-to-business interaction between financial services firms and between firms and their clients.   The same model and infrastructure also enables business operations within an individual enterprise. The solution includes a range of managed and professional services, enabling BT to achieve large-scale recurring revenue streams from enterprise-wide managed services and an increasing focus on re-use of the common platform and service-wraps improves EBIT performance.   In the financial markets, BT’s platform and supporting professional and managed services support the financial community across the trade-cycle: • share market information at rapidly increasing volumes and speeds • collaborate internally to determine response to changing market conditions • provide knowledge and advice to clients • receive client orders and execute and settle trades • across the combination of voice and electronic markets.   In the banking and insurance markets, these capabilities and services enable firms to: • transact securely • interact with their clients more effectively through multiple channels • manage their branches and internal operations more effectively.   BT already has significant credibility and capability in this area, making the vision a very achievable goal for BT GBFM :   - a community network, delivering Thomson Reuters and Radianz Services, to over 14,000 locations in over 64 countries, from over 400 service providers - ultra low-latency / high-bandwidth metro-area networks and proximity hosting services in the major financial centres, enable sub-millisecond high-frequency trading - an installed base of over 60,000 trading floor turret users (a specialised voice-trading solution), with the technology moving to a networked services-based model - contact-centre solutions supporting over 60,000 contact centre agents - secure messaging solutions supporting Ł25bn of transactions being settled every day and over 20+ million card payments.  

    9. A broad set of capabilities. . . To deliver your mission critical voice, mission critical data and mission critical hosting, BT has a portfolio of services that range from the traditional LANs, WANs and voice services to newer SIP enabled voice, cloud-based applications through to the unique finance focused capabilities that BT has with its Radianz services, its Trading Systems capabilities and its Secure Transaction Services. We believe that no other service provider can offer the breadth and depth of portfolio ……… BT spends over Ł1billion per year on Innovation and Design on long term. Highlights of recent portfolio developments include Ethernet services Virtual Data Centres Video streaming TelePresence Cisco Hosted IPT   Many of these capabilities are market leading. But what makes them really special are some of the people, their knowledge and skills and the Professional Services that bring the innovation to customers and to market. An excellent of example of this is National Australia Group. NAG At the beginning of last year we held an  account planning session and on reviewing the opportunities that were key to our success CRM  & Security became  our main priorities.( e.g. IVR replacement, HIPCC contract extension, Predictive dialler, Voice recording,2 factor authentication, Counterpane, Internet threats) We decided to open a dialogue with NAG early and offered 4 Quick starts to allow NAG to have prepare for the “big” decision they had to make this year. These decision would underpin the next 3 to 5 years business strategy in NAGE in CRM & Authentication. Quick start 1,2. CRM  Review of existing technology and deploy our consultants to “audit” the existing business approach and customer experience. This piece of work resulted in documented “proof” of what could be improved and how to challenge what needed changed in the current . Result  from Quick Start 1,2:((customer funded) NAGE had confidence that BT were the partner to lead them for the foreseeable future in this space. (Total ICV in CRM delivered in NAG this year circa Ł20m(30% margin) NAGE have agreed to reference the work and have carried out various testimonials. Quick starts 3,4,(customer funded) Security : BT Consultants engaged to deliver a paper  for the  Head of Internet Banking in NAG to allow him present to NAG board on the current/future market position in Authentication. In addition 3 workshop held (customer funded) to shape the NAGE Strategy in Authentication. Result from 3,4 NAGE have positioned BT as their “go to” partner in Authentication and Opportunities raised on Siebel value circa Ł5m (45% margin) Closure dates Q1 2010/11.NAGE also gave us a reference case study for our 2 factor service.     Secure Networking Preserving the integrity, confidentiality and availability of information and online resources is a key priority for every organisation. Failure to identify vulnerabilities and validate the effectiveness of security controls could compromise the future of a business. The BT Secure Networking Quick Start service enables organisations to assess their network security rapidly, identify weaknesses and then take cost-effective remedial and preventative measures. The service is based on a unique set of tools, experience and knowledge, drawing on the expertise of consultants from across BT who have come together to form a Global Centre of Excellence. Network security is constantly changing, with attacks on organisations no longer motivated simply by a desire to cause damage and disruption. According to Gartner, “Cyberthreats continue to evolve, and businesses must evolve their defenses as well. Most new threats emerge as part of changes in technology or business processes, but a secondary wave occurs when complacency sets in.” (Gartner, 2008, Security Threat Projection Timeline 2008)To deliver your mission critical voice, mission critical data and mission critical hosting, BT has a portfolio of services that range from the traditional LANs, WANs and voice services to newer SIP enabled voice, cloud-based applications through to the unique finance focused capabilities that BT has with its Radianz services, its Trading Systems capabilities and its Secure Transaction Services. We believe that no other service provider can offer the breadth and depth of portfolio ……… BT spends over Ł1billion per year on Innovation and Design on long term. Highlights of recent portfolio developments include Ethernet services Virtual Data Centres Video streaming TelePresence Cisco Hosted IPT   Many of these capabilities are market leading. But what makes them really special are some of the people, their knowledge and skills and the Professional Services that bring the innovation to customers and to market. An excellent of example of this is National Australia Group. NAG At the beginning of last year we held an  account planning session and on reviewing the opportunities that were key to our success CRM  & Security became  our main priorities.( e.g. IVR replacement, HIPCC contract extension, Predictive dialler, Voice recording,2 factor authentication, Counterpane, Internet threats) We decided to open a dialogue with NAG early and offered 4 Quick starts to allow NAG to have prepare for the “big” decision they had to make this year. These decision would underpin the next 3 to 5 years business strategy in NAGE in CRM & Authentication. Quick start 1,2. CRM  Review of existing technology and deploy our consultants to “audit” the existing business approach and customer experience. This piece of work resulted in documented “proof” of what could be improved and how to challenge what needed changed in the current . Result  from Quick Start 1,2:((customer funded) NAGE had confidence that BT were the partner to lead them for the foreseeable future in this space. (Total ICV in CRM delivered in NAG this year circa Ł20m(30% margin) NAGE have agreed to reference the work and have carried out various testimonials. Quick starts 3,4,(customer funded) Security : BT Consultants engaged to deliver a paper  for the  Head of Internet Banking in NAG to allow him present to NAG board on the current/future market position in Authentication. In addition 3 workshop held (customer funded) to shape the NAGE Strategy in Authentication. Result from 3,4 NAGE have positioned BT as their “go to” partner in Authentication and Opportunities raised on Siebel value circa Ł5m (45% margin) Closure dates Q1 2010/11.NAGE also gave us a reference case study for our 2 factor service.     Secure Networking Preserving the integrity, confidentiality and availability of information and online resources is a key priority for every organisation. Failure to identify vulnerabilities and validate the effectiveness of security controls could compromise the future of a business. The BT Secure Networking Quick Start service enables organisations to assess their network security rapidly, identify weaknesses and then take cost-effective remedial and preventative measures. The service is based on a unique set of tools, experience and knowledge, drawing on the expertise of consultants from across BT who have come together to form a Global Centre of Excellence. Network security is constantly changing, with attacks on organisations no longer motivated simply by a desire to cause damage and disruption. According to Gartner, “Cyberthreats continue to evolve, and businesses must evolve their defenses as well. Most new threats emerge as part of changes in technology or business processes, but a secondary wave occurs when complacency sets in.” (Gartner, 2008, Security Threat Projection Timeline 2008)

    10. An example of where our strategy is paying dividends – leading with our leading certical portfolio and clients seeing the benefit of working with partner pulling through the wider BT GS capabilities. An example of where our strategy is paying dividends – leading with our leading certical portfolio and clients seeing the benefit of working with partner pulling through the wider BT GS capabilities.

    11. The BT Radianz managed infrastructure is used intensively on the trading floor, as trading rooms require a solution that not only reduces complexity and cost but also provides a way to connect to investors, traders, brokers, dealers, exchanges, services, applications and customers through fast, reliable and secure connectivity. BT’s ITS voice trading platform linked with the BT Radianz managed infrastructure joins up voice and data on the trading floor. With an increasingly global trading marketplace, traders not only rely on large amounts of data with which to make trading decisions but also need to interact via video, voice and messaging services and this is all offered across the BT Radianz managed infrastructure BT Onevoice, will integrate advanced voice services from BT’s open innovation platform Ribbit, bringing feature-rich voice applications to the desktop. Onevoice Ribbit v1.0 connects the worlds of the web and traditional corporate voice networks by embedding Ribbit’s innovative voice features into any existing corporate telephony environments. The service is aimed at multinational customers looking to realise the benefits converged communications deliver. It will also significantly lower operational, network and administration costs by keeping voice calls on-net, minimising expensive international calls. Onevoice Ribbit v1.0 will provide users with a single direct dial phone number for all incoming and outgoing calls making it easier for customers, suppliers and partners to contact them first time. Users will be able to define how calls are routed through the Onevoice VPN to reach them if they are away from their office. Calls will be delivered on-net to other sites directly to the Ribbit softphone or via the nearest PSTN breakout point to any number globally, minimising international call costs. Users can choose to have multiple device options for making and receiving calls through the Onevoice network offering significant call savings on mobile bills. 4 Russian Providers recently added to BT radianz MICEX (Exchange) –market data only at moment (trading hopefully will come later) RTS (Exchange) - market data only at moment (trading hopefully will come later) RIA Novosti (News Agency) Prime-TASS (News Agency) The BT Radianz managed infrastructure is used intensively on the trading floor, as trading rooms require a solution that not only reduces complexity and cost but also provides a way to connect to investors, traders, brokers, dealers, exchanges, services, applications and customers through fast, reliable and secure connectivity.

    12. To fully understand what is key for our customers, we have been collating feedback from our customers and listening to what they want. These are our key findings from a recent customer research: - Customers place great importance on BT being a partner who they can trust and rely on to understand their business and the critical elements that enable them to improve their service to their own customers. - High quality programme delivery means committing to customers’ timescales and requirements and having the necessary resources in place to do so. - The sales process should be flexible from the start and a market-leading price should be offered from the start. - Service availability and quality of products is, of course, a fundamental requirement. Ideally, incidents should be fixed before they impact on customers and customers should be kept informed on all activities to do with their service. - BT should only promise what can be delivered and promises need to be fulfilled in the agreed and necessary timescales. - Finally, adding value to our services through innovation and thought leadership are vital. This is especially true of customers with complex contracts who are looking for a partner relationship with BTGS. Getting it right first time is the baseline to achieving these expectations and providing value to customers. To fully understand what is key for our customers, we have been collating feedback from our customers and listening to what they want. These are our key findings from a recent customer research: - Customers place great importance on BT being a partner who they can trust and rely on to understand their business and the critical elements that enable them to improve their service to their own customers.- High quality programme delivery means committing to customers’ timescales and requirements and having the necessary resources in place to do so.- The sales process should be flexible from the start and a market-leading price should be offered from the start.- Service availability and quality of products is, of course, a fundamental requirement. Ideally, incidents should be fixed before they impact on customers and customers should be kept informed on all activities to do with their service. - BT should only promise what can be delivered and promises need to be fulfilled in the agreed and necessary timescales. - Finally, adding value to our services through innovation and thought leadership are vital. This is especially true of customers with complex contracts who are looking for a partner relationship with BTGS. Getting it right first time is the baseline to achieving these expectations and providing value to customers.

    13. Providing excellence in customer service remains one of BT’s three key priorities Circa €90m spent annually on improving customer service GB&FM service capabilities support complex multi- million pound contracts and compliment a wide range of mission critical services. Utilising best in class industry methodologies such as ITIL v3 to:- Bring together the breadth and depth of our global expertise and apply best practice to all parts of our operations Ensure our customers receive the same high-quality of service, right first time, no matter where in the world they are being served from Reduce costs and ensure we adopt a more consistent approach across all regions by providing a standard set of tools, processes, and platforms TECHNOLOGY - PROCESS PEOPLES Service & Governance designed to meet individual client requirements Differing service levels for key sites, with most demanding service levels on business critical areas of the organisation. At National Australia Group, BT Technical Design Authority sits on and votes on clients strategy leadership forum on any significant architectural changes that affect any bank system or service. Providing excellence in customer service remains one of BT’s three key priorities Circa €90m spent annually on improving customer service GB&FM service capabilities support complex multi- million pound contracts and compliment a wide range of mission critical services. Utilising best in class industry methodologies such as ITIL v3 to:- Bring together the breadth and depth of our global expertise and apply best practice to all parts of our operations Ensure our customers receive the same high-quality of service, right first time, no matter where in the world they are being served from Reduce costs and ensure we adopt a more consistent approach across all regions by providing a standard set of tools, processes, and platforms TECHNOLOGY - PROCESS PEOPLES Service & Governance designed to meet individual client requirements Differing service levels for key sites, with most demanding service levels on business critical areas of the organisation. At National Australia Group, BT Technical Design Authority sits on and votes on clients strategy leadership forum on any significant architectural changes that affect any bank system or service.

    14. Nationwide Outsource – Voice and data outsource signed in 2008 networked IT services in a seven year outsourcing deal worth Ł160 million. Nationwide transfered all voice and data networking infrastructure, third party network contracts and in-scope staff to BT Totan in march 2010 Totan Group, the premier inter-dealer wholesale money broker in the Japanese markets,selected BT  to supply its complete voice infrastructure, including for its trading floor, IP PBX, voice recording and call logging requirements. Over 2000 Mission critical voice ccts were transferred over as part of the deal. Nationwide Outsource – Voice and data outsource signed in 2008 networked IT services in a seven year outsourcing deal worth Ł160 million. Nationwide transfered all voice and data networking infrastructure, third party network contracts and in-scope staff to BT Totan in march 2010 Totan Group, the premier inter-dealer wholesale money broker in the Japanese markets,selected BT  to supply its complete voice infrastructure, including for its trading floor, IP PBX, voice recording and call logging requirements. Over 2000 Mission critical voice ccts were transferred over as part of the deal.

    15. BT GB&FM Credibility We have an established and industry leading platform Long term Relationships with our clients Continue to be externally recognised by our clients and analysts We have scale Our clients have confidence in our ability to deliver We have an established and industry leading platform Long term Relationships with our clients Continue to be externally recognised by our clients and analysts We have scale Our clients have confidence in our ability to deliver

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