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Tim Barclay Managing Director Sales, Marketing & Customer Experience Openreach

Tim Barclay Managing Director Sales, Marketing & Customer Experience Openreach. Mick Wayman Managing Director London 2012 Programme BT Wholesale. 2 nd March 2012. Agenda: The challenge Customer insight Impacts and potential customer experience Operational readiness

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Tim Barclay Managing Director Sales, Marketing & Customer Experience Openreach

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  1. Tim Barclay Managing Director Sales, Marketing & Customer Experience Openreach Mick Wayman Managing Director London 2012 Programme BT Wholesale 2nd March 2012

  2. Agenda: • The challenge • Customer insight • Impacts and potential customer experience • Operational readiness • Working with you LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 2

  3. AUG Olympic Games Departures 2-5 JUNE Diamond Jubilee AUG Notting Hill 13 JULY Official opening of Olympic Village 28 JULY - 12 AUG Olympic Games JUNE Venues open Media centre opens Soft opening of Olympic Village LONDON 2012 CHALLENGE It’s not just the Olympic and Paralympic Games JUNE 2012 JULY 2012 AUGUST 2012 SEPTEMBER 2012 Around 100 continuous days of challenging normal operation Planned events including visitor landmarks and events London working and moving JULY Torch Relay London SEPT Paralympic Games Departures 14 SEPT Olympic Park closes 30 AUG - 9 SEPT Paralympic Games 27 JULY Opening Ceremony 29 AUG Paralympic Games Opening Ceremony LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 3

  4. BUSINESS INSIGHT New research by BT* looked at business attitudes towards London 2012 A sharp divide between those ready to take advantage and others preferring to rely on luck and resilience to see them through Varying levels of engagement • More than one in four organisations say they are involved in London 2012, with over half supplying products or services to the Games • Over half expect to be affected by London 2012 in one way or another. One in five expects to be directly affected – most likely those in the transport and travel sector and the London area • Only one in ten smaller organisation (less than 1,000 employees) believes they will be directly affected whilst a third of larger organisations think they will be directly affected • What’s on their minds? • • More than half looking at solutions to deal with increased traffic to call centres • • Many plan to improve flexible working facilities • Over 25% looking to hire temporary staff, • 30% have no plans to deal with reduced staff numbers • 87% in the private sector and 65% in the public sector believe they will experience some form of disruption to their business • 72% expecting their supply chain to be disrupted in some way, with 20% prepared to put up with the consequences because they are not planning to do anything about it Four out of five organisations are confident of maintaining service levels and security, but only a third have assessed the impact of IT security risks such as a cyber attack 4 * BT’s Race to the Line Survey questioned 1,200 organisations across the UK in November 2011

  5. KEY IMPACTS FOR LONDON BUSINESS 800,000extra people coming into London every day Up to 90 minute wait at key tube stations just to get onto the platform Expected drop in average speed limit in London from 9mph to 3mph Over 400 miles of road networks in London will have some form of Olympics restriction on them Street works embargo on all key routes and boroughs up to 2 months before the games Terror threat level moved to critical LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 5

  6. IMPACTS - RESTRICTIONS LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 6

  7. HOW WE’RE MAKING SURE WE’RE READY • Operational mobility • Demand forecasting • Supply chain • Internal • External • People policies • Business continuity management • Service protection period • Physical and logical security • Communicating with customers LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 7

  8. GETTING AROUND DURING THE GAMES Travel considerations for our business and our customers… • Congestion on roads and public transport infrastructure is likely to cause major disruption for London-based employees • We have worked with TfL to understand the potential impact on our business and our people • We have plans in place for employees to mitigate impact on commuting journeys and ensure we are ‘open for business’. This includes: • alternative work locations • alternative modes of transport • flexible hours • remote working • TfL information & maps • We have identified our buildings that will be most impacted during Games-time - includes daily analysis • Our BCM leads have worked with critical units and teams to develop fall-back plans in order to maintain operational effectiveness, if the worst happens • We continually work with customers to understand their plans for access to premises and key locations LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 8

  9. CLEARWAY 2012 …and why it’s important to us all • ClearWay 2012 is an initiative from the Olympic Delivery Authority (ODA) and Transport for London (TfL) to define and manage the ‘Olympic Route Network’ and the ‘Paralympic Route Network’ • ClearWay 2012 came into effect from 1 March until 30 September 2012 on the core route network, venue route and A501 and from 1 July to 9 September 2012 The Olympic and Paralympic Route Network will be made up of five areas: Core routes Venue-specific Training venues Alternative routes & Road events • Before and during the Olympic and Paralympic Games TfL are planning an embargo on all street works with no digging allowed on roads or pavements over the entire Olympic Route Network - from 1 March to 30 September 2012 for the Core Route and 1July to 9 September 2012 for the remainder plus many other roads in London • During Games-time there will also be additional traffic control measures in place We anticipate a bow wave of demand from all utility companies post Games We are working with TfL on access in the case of genuine emergencies Travel advice for business: london2012.com/get-involved/business-network/travel-advice-for-business/ LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 9

  10. TFL STREETWORKS EMBARGO Street-work embargos in London from 1 March 2012 (red) LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 10

  11. TFL STREETWORKS EMBARGO Street-work embargos in London from 1 July 2012 (blue) LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 11

  12. DAILY IMPACT We have gathered and analysed the material to prepare for operations on a daily basis throughout the Games period This helps us to understand preferred working areas changing by the day (or even hour), identify areas that will be impacted and review processes This enables our teams to give customers awareness of where their requirements could be impacted This diagrams show marathon day Information available from TfL http://www.tfl.gov.uk/gettingaround/london2012/21806.aspx LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 12

  13. SERVICE PROTECTION What does that mean for our customers? • Our aim is to protect services to all our customers throughout the period of the Olympic and Paralympic Games and to deliver a flawless Games • In the Service Protection Period we will be putting in place additional measures to minimise the risk of service incidents • During the practice events and run up to Games-time there will be minimal impact to BT and customers • For non-Games networks, services and exchanges, all changes will proceed as per well established change management processes Key dates • During the ‘Service Protection’ period - 9 July until 12 August and 29 August until 9 September 2012, there will be some restrictions to the UK core network, core IT systems and international gateways • We have already notified that the deployment of EMP Release 2000 has been brought forward from 21 July to 16 June and interim releases, immediately before and after R2000 have been cancelled Important! The Service Protection Period is not the same as a ‘freeze’ when no changes must take place. It’s a disciplined approach to change management for IT services and physical infrastructure LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 13

  14. STAYING IN CONTROL • Security • HMG certified defence in depth approach • for cyber, physical and human controls to • secure and protect the Games and UK • telecommunications infrastructure Operational readiness • Rigorous operational readiness exercises • to ensure our people experience and • understand their roles in the event of real • life scenarios Exchange readiness • Audits and remedial actions on key serving • exchanges • Enhanced site access controls • Local and national plans in place for • all teams • Business Continuity LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 14

  15. EXCHANGE ACCESS POLICY We have no plans to close any BT buildings in London over the Games period Security is something we take very seriously at all times and we will continue to be vigilant during London 2012 It is important that our own teams and those of our customers and their agents are able to carry out provision and repair activities in a safe and secure manner Our aim is to minimise disruption to BAU operations and we have developed an Exchange Access Policy to ensure appropriate access is provided when required Anyone who has a genuine need to access a BT site will be able to do so, though certain restrictions and/or conditions may apply Our account teams will continue to engage with customers over the coming weeks. We anticipate that demand for access to exchanges in London during Games-time may be reduced due to the implementation of customers’ own technology freezes as well as other access restrictions LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 15

  16. PEOPLE PLANS Travel • Scope • Ensure that our people understand how to operate during Games-time and are sufficiently resourced and equipped to do so. Annual Leave Resourcing Objectives Plans in place for our people policies for Games-time, including holidays, travel, meetings, absenteeism, TV/internet use etc. Identify and work across our business to mitigate resourcing impacts. Absenteeism • Internet-use, TV Watching LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 16

  17. GAMES TIME OPERATION We plan to be Games-time ready from 1 June Games Time Operating Board accountable for operational integrity Escalation/decision forum for BAU and Olympic and Paralympic Games operations Key Roles Functions • Games-time Gold Command with appropriate authority & control • Executive level • Prioritise activity • Internal and external communications • Instantly accessible 24/7 • Act upon strategic level intelligence • Executive escalation path to/from BAU operations for service issues • Escalation path to/from TOC • Executive interfaces for security and civil resilience • BAU and Games health status The way we communicate with CPs will not change and BAU processes such as escalation channels will still apply   LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 17

  18. A series of tailored communications: • Newsletter (every two months) • White label presentation • Regular webcalls to address your concerns WORKING WITH YOU • BT Wholesale & Openreach continue to proactively work with you to: • Understand the Olympics demand implications • Help you predict impact on their services • Support you in your bandwidth plans for 2012/13 • Move your end users to 21CN broadband where it’s available • Offer a range of new services & enhanced commercial packages LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 18

  19. OUR TEN LONDON 2012 INTENTIONS We intend to deliver the communications that make London 2012 the most connected Games ever. We will, where it is operationally possible and economically responsible: Deliver the communications network and services required to make London 2012 a success for the UK and the UK communications industry 1 6 Ensure that our end to end supply chain is fully aligned to help deliver on our intentions Implement the heightened security arrangements expected of us without unduly hampering customers or service delivery 2 Contribute to the lasting legacy of the Games in London and other parts of the UK 7 Ensure operational plans are developed with a full an understanding of any practical events or third party actions that could hamper delivery, such as restricted transportation in London Enable core services to meet the capacity and quality demands placed upon them, not just for the Games but for non-Games needs too  3 8 Ensure customers are made aware of any change control processes that we may need to make in advance for the provision of new services/service functionality as a result of the Games 4 9 Communicate frequently and transparently with customers in the run up to and during the Games Ensure that service centres, operational teams and functional support organisations are resourced appropriately to deliver the Games as well as business as usual activities Through our network design and investment decisions, ensure that our contribution to London2012 considers sustainability and adds long term value to the local communities in which it operates 5 10 LEGAL NOTICE The information contained in this briefing is confidential information as per your terms and conditions with BT. Please do not forward, republish or permit unauthorised access. The content is accurate to the best of BT’s knowledge at the time of writing.  It is subject to change and BT accepts no liability for any reliance placed on it. Issued 2nd March 2012 19

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