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Operate’s people - The difference is you

Q1 2011/12. Q2 2011/12. Number. Number. %. %. Rating. Rating. E. E. 377. 306. 2%. 3%. VG. VG. 2506. 2483. 20%. AS. AS. 7294. 60%. DN . DN . 1717. 15%. U. U. 84. 1%. Operate’s people - The difference is you. Updated Jan 2012 (Q3 results) .

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Operate’s people - The difference is you

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  1. Q1 2011/12 Q2 2011/12 Number Number % % Rating Rating E E 377 306 2% 3% VG VG 2506 2483 20% AS AS 7294 60% DN DN 1717 15% U U 84 1% Operate’s people - The difference is you Updated Jan 2012 (Q3 results) Our people - the right people in the right roles Our workforce (at Q3 2011/12) 12,460 FTE: - 12,301 direct labour - 159 agency New roles for redeployees 299 people in BTTC at 10/11 YE 558new entrants into BTTC as of end Q3 11/12 648 resolutions by end Q3 11/12 209 people in BTTC at end Q3 11/12 Average resolution time reduced : -164 (09/10) to 100 (10/11) to 115 (11/12 Q3) Recruitment 206 External Hires to end Q3 in 11/12 - Skill Hires 105 - Apprentices 76 - Grads / Fast trackers 25 Sick Absence 1.74% days lost YTD (Q3) Improving vs 10/11 (1.94%) Your views The right skills CAREagile Q3 EEI improved to 3.59 (3.53 Q2) Q3 PCI improved to 3.76 (3.72 Q2) Q3 SMP improved to 3.31 (3.23 Q2) Training & education BTO is investing £6m in 2011/12, incl: £1,568k in Service Delivery £465k in Security £554 k in Service Infra £408 k in Service Mgt £501k in S&SI Recognition • Promotions • 158 across BTO by end Q3 • Smooth Operators (Q3 Results) • Q3 statistics still being validated • Long Service • 368 (40 yr) & 40 (45 yr) awards in next year Talent Pool 185 managers in BTO Talent pool for 2011 (15% increase on 2010) But down to 159 in Q3 (Net exporter) Continually improving our performance Getting involved BT Challenge Cup (Tournament 7) 81 BTO teams registered, with 8 teams making it through to semi finals & 71 in Blue Riband Future Leaders Programme 64 Team Members completed FLP2 - All 64 completing NVQ L3 in Mgt - 12 have already been promoted 67 delegates start FLP3 on 25 Jan - SD 31 - SI 13 - SM 12 - Security6 - MSL 5 2012 Olympics/ Sprints 27 BTO people received Sprint 7 Certificates and 95 received Sprint 8 Certificates -With 424 BTO Certificates issued in Sprints 1 -6BTO VolunteersBy end Q2, 4% of BTO people had completed a volunteering activity. But by end Q3, following 2012 sprint 8, BTO hit 12.5 % target. 20% 7348 60% 1905 16% 85 1%

  2. Q2 2011/12 Q1 2011/12 Number Number % % Rating Rating E E 11 15 2.5% 1.8% VG VG 137 126 21.1% 22.7% AS AS 404 395 67.0% 66.1% DN DN 36 56 6.0% 9.4% U U 0 0 0.0% 0% BTO MSL’s people - The difference is you Updated Jan 2012 (Q3 results) Our people - the right people in the right roles Our workforce (at Q3 2011/12) 616 FTE: - 608 direct labour - 8 agency New roles for redeployees Not applicable Recruitment 0 External Hires to end Q3 in 11/12 - Skill Hires 0 - Apprentices 0 - Grads / Fast trackers 0 Sick Absence 2.97% days lost in Q3 (BTO 1.74%) Declining versus 10/11 YE (2.52%) Your views CAREagile Q3 EEI improved & PCI static (from Q2 11/12): EEI: 3.48 (3.43) (BTO: 3.59) PCI: 3.68 (3.68) (BTO: 3.76) Q3 SMP also improved to 3.22 (3.14 Q2) The right skills Training & education BTO is investing £6m in 2011/12, incl: £1,568k in Service Delivery £465k in Security £554 k in Service Infra £408 k in Service Mgt £501k in S&SI Recognition • Promotions • 0 by end Q3 • Smooth Operators (Q3 Results) • Q3 statistics still being validated • Long Service • 0 (40 yr) & 0 (45 yr) awards in next year BTO Talent Pool 185 managers in BTO talent pool for 2011 (15% increase on 2010) Was 5 but now 4 from MSL (1 leaver by end Q3) Getting involved Continually improving our performance BT Challenge Cup 81 BTO teams registered, with 8 teams making it through to semi finals (0 From MSL) & 71 in Blue Riband (Although 0 From MSL) Future Leaders Programme 64 Team Members completed FLP2 All 64 completed NVQ L3 in Mgt - including the 5 from MSL 12 have already been promoted - including all 5 from MSL 67 delegates start FLP3 on 25 Jan - including 5 from MSL 2012 Olympics/ Sprints 546 BTO people received certificates (Sprints 1 - 8) – although none from MSL BTO VolunteersBy end Q2, 4% of BTO people completed a volunteering activity - 2.27% in SD &MSL But by end Q3, following 2012 sprint 8, BTO hit 12.5 % target – 6.01% in SD & MSL

  3. Q1 2011/12 Q2 2011/12 Number Number % % Rating Rating E E 11 20 1.0% 1.8% VG VG 150 207 18.9% 14.3% AS AS 627 638 57.2% 60.6% DN DN 190 232 17.3% 22.1% U U 5 4 0.4% 0.5% BTO Security people - The difference is you Updated Jan 2012 (Q3 results) Our people - the right people in the right roles Recruitment 21 External Hires to end Q3 in 11/12 - Skill Hires 20 - Apprentices 0 - Grads / Fast trackers 1 Our workforce (at Q3 2011/12) 1195 FTE (not incl GES): - 1121 direct labour - 74 agency New roles for redeployees 12 people in BTTC at 10/11 YE 33 new entrants into BTTC by end Q3 27 resolutions by end Q3 11/12 18 people in BTTC at end Q3 Sick Absence 1.79% days lost in Q3 (BTO 1.74%) Still improving versus 10/11 (1.83%) Your views CAREagile (including GES) Q3 EEI &PCI both declined (from Q2 11/12): EEI: 3.70 (3.77) (BTO: 3.59) PCI: 3.81 (3.87) (BTO: 3.76) Q3 SMP also declined to 3.57 (3.63 Q2) The right skills Training & education Investing £6m in 2011/12: £465k in Security Recognition • Promotions • 49 by end Q3 • Smooth Operators (Q3 Results) • Q3 statistics still being validated • Long Service • 14 (40 yr) & 0 (45 yr) awards in next year BTO Talent Pool 185 managers in BTO talent pool for 2011 (15% increase on 2010) Was 13 but now 12 from Security (3 leavers & 2 joiners by end Q3) Getting involved Continually improving our performance Future Leaders Programme 64 Team Members completed FLP2 All 64 completed NVQ L3 in Mgt - including the 3 from Security 12 have already been promoted - 0 from Security 67 delegates start FLP3 on 25 Jan - including 6 from Security BT Challenge Cup 81 BTO teams registered, with 8 teams making it through to semi finals (1 From Security) & 71 in Blue Riband (6 from Security) 2012 Olympics/ Sprints 546 BTO people received certificates (Sprints 1 - 8) – including 68 from Security Security Volunteers (Incl. GES)By end Q2, 4% of BTO people completed a volunteering activity - 4.59% in Security But by end Q3, following 2012 sprint 8, BTO hit 12.5 % target – 12.77% in Security

  4. Q1 2011/12 Q2 2011/12 Number Number % % Rating Rating E E 139 179 2.3% 2.9% VG VG 1189 1123 18.2% 19.4% AS AS 3856 3860 62.4% 62.8% DN DN 888 830 14.4% 13.5% U U 52 57 0.8% 0.9% BTO Service Delivery people - The difference is you Updated Jan 2012 (Q3 results) Our people - the right people in the right roles Our workforce (at Q3 2011/12) 6,338 FTE: - 6,276 direct labour - 62 agency New roles for redeployees 103 people in BTTC at 10/11 YE 220 new entrants into BTTC by end Q3 244 resolutions by end Q3 11/12 79 people in BTTC at end Q3 Sick Absence SD: 1.97% days lost in Q3 (BTO 1.74%) Improving versus 10/11 wrt both FE (2.41%) and L2C (2.15%) Recruitment 89 External Hires to end Q3 in 11/12 - Skill Hires 74 - Apprentices 0 - Grads / Fast trackers 15 Your views CAREagile Q3 EEI & PCI both improved (from Q2 11/12): EEI: 3.48 (3.41) (BTO: 3.59) PCI: 3.70 (3.65) (BTO: 3.76) Q3 SMP also improved to 3.16 (3.06 Q2) The right skills Recognition Training & education Investing £6m in 2011/12: £1,568k in Service Delivery • Promotions • 51 by Q2 • Smooth Operators (Q3 Results) • Q3 statistics still being validated • Long Service • 252 (40 yr) & 31 (45 yr) awards in next year BTO Talent Pool 185 managers in BTO talent pool for 2011 (15% increase on 2010) Was 70 but now 59 from SD (19 leavers & 8 joiners by end Q3) Getting involved Continually improving our performance BT Challenge Cup 81 BTO teams registered, with 8 teams making it through to semi finals (3 From SD) & 71 in Blue Riband (36 from SD) Future Leaders Programme 64 Team Members completed FLP2 All 64 completed NVQ L3 in Mgt - including the 34 from SD 11 have already been promoted - 3 from Service Delivery 67 delegates start FLP3 on 25 Jan - including 31 from Service Delivery 2012 Olympics/ Sprints 546 BTO people received certificates (Sprints 1 - 8) – 263 from SD BTO VolunteersBy end Q2, 4% of BTO people completed a volunteering activity - 2.07% in SD But by end Q3, following 2012 sprint 8, BTO hit 12.5 % target – 6.01% in SD

  5. Q2 2011/12 Q1 2011/12 Number Number % % Rating Rating E E 0 0 0% 0.0% VG VG 11 11 15.1% 15.7% AS AS 42 42 60.0% 57.5% DN DN 13 19 18.6% 26.0% U U 1 0.0% 1.4% 0 BTO Finance people - The difference is you Updated Jan 2012 (Q3 results) Our people - the right people in the right roles Our workforce (at Q3 2011/12) 57 FTE: - 57 direct labour - 0 agency New roles for redeployees 3 people in BTTC at 10/11 YE 6new entrants into BTTC by end Q3 7resolutions by end Q3 11/12 2 people in BTTC at end Q3 Sick Absence 0.61% days lost in Q3 (BTO 1.74%), improving from Q2 but still slightly adverse versus 10/11 (0.60%) Recruitment 1 External Hire to end Q3 in 11/12 - Skill Hires 1 - Apprentices 0 - Grads / Fast trackers 0 Your views CAREagile Q3 EEI & PCI both improved (from Q2 10/11): EEI: 3.43 (3.40) (BTO: 3.59) PCI: 3.60 (3.55) (BTO: 3.76) But Q3 SMP declined to 3.58 (3.66 Q2) The right skills Training & education BTO is investing £6m in 2011/12, incl: £1,568k in Service Delivery £465k in Security £554 k in Service Infra £408 k in Service Mgt £501k in S&SI Recognition • Promotions • 1 by end Q3 • Smooth Operators (Q3 Results) • Q3 statistics still being validated • Long Service • 1 (40 yr) & 0 (45 yr) awards in next year Talent Pool 185 managers in BTO talent pool for 2011 (15% increase on 2010) Was 6 but now 5 from Finance (3 leavers & 2 joiners by end Q3) Getting involved Continually improving our performance BT Challenge Cup 81 BTO teams registered, with 8 teams making it through to semi finals (0 From Finance) & 71 in Blue Riband (Although 0 from Finance) Future Leaders Programme 64 Team Members completed FLP2 - All 64 completing NVQ L3 in Mgt - 12 have already been promoted 67 delegates start FLP3 on 25 Jan - SD 31 - SI 13 - SM 12 - Security 6 - MSL 5 No participants from Finance 2012 Olympics/ Sprints 546 BTO people received certificates (Sprints 1 - 8) – including 2 from Finance BTO VolunteersBy end Q2, 4% of BTO people completed a volunteering activity - 1.41% in Finance But by end Q3, following 2012 sprint 8, BTO hit 12.5 % target – 57.75% in Finance

  6. Q1 2011/12 Q2 2011/12 Number Number % % Rating Rating E E 0 0% 2.5% VG VG 32 26 20.3% 26.9% AS AS 71 80 62.5% 59.7% DN DN 12 14 10.9% 10.1% U U 1 1 0.8% 0.8% BTO HR people - The difference is you Updated Jan 2012 (Q3 results) Our people - the right people in the right roles Recruitment 79 External Hires to end Q3 in 11/12 - Skill Hires 2 - Apprentices 76 - Grads / Fast trackers 1 Our workforce (at Q3 2011/12) 306 FTE (incl apprentices): - 306 direct labour (incl apprentices) - 0 agency New roles for redeployees 1 people in BTTC at 10/11 YE 5new entrants into BTTC by end Q3 6resolutions by end Q3 11/12 0 people in BTTC at end Q3 Sick Absence 1.82% days lost in Q3 (BTO 1.74%), improving from Q2 but still adverse versus 10/11 (1.78%) Your views CAREagile (100% sample on quarterly basis) Q3 EEI & PCI improved (from Q2 11/12): EEI: 4.07 (3.99) (BTO: 3.59) PCI: 4.16 (4.04) (BTO: 3.76) Q3 SMP declined to 3.93 (3.96 Q2) The right skills • BTO is investing £6m in 2011/12, incl: • £1,568k in Service Delivery • £465k in Security • £554 k in Service Infra • £408 k in Service Mgt • £501k in S&SI • Specifically in HR: • Development • Development centers • Contracting workshop • Analysis workshop • Investment in OE upskilling • AIM • HRBP knowledge sharing session • OCI accreditation • CIPD funding • Coaching for Excellence Recognition • Promotions • 4 by end Q3 • Smooth Operators (Q3 Results) • Q3 statistics still being validated • Long Service • 3 (40 yr) & 0 (45 yr) awards in next year Getting involved Continually improving our performance BT Challenge Cup 81 BTO teams registered, with 8 teams making it through to semi finals (0 From HR) & 71 in Blue Riband (1 from HR) 3 2012 Olympics/ Sprints 546 BTO people received certificates (Sprints 1 - 8) – including 10 from HR BTO VolunteersBy end Q2, 4% of BTO people completed a volunteering activity - 16.18% in HR But by end Q3, following 2012 sprint 8, BTO hit 12.5 % target – 41.75% in HR Talent Pool 185 managers in BTO talent pool for 2011 (15% increase on 2010) Was 15 but now 10 from HR (8 leavers & 3 joiners by end Q3) Does not include apprentices

  7. Q1 2011/12 Q2 2011/12 Number Number % % Rating Rating E E 53 64 2.8% 3.5% VG VG 435 418 23.0% 23.0% AS AS 1033 1032 56.8% 54.5% DN DN 276 353 15.2% 18.6% U U 6 6 0.3% 0.3% BTO Service Infrastructure people - The difference is you Updated Jan 2012 (Q3 results) Our people - the right people in the right roles Recruitment 2 External Hires to end Q3 in 11/12 - Skill Hires 2 - Apprentices 0 - Grads/ Fast trackers 0 Our workforce (at Q3 2011/12) 1.736 FTE: - 1,733 direct labour - 3 agency New roles for redeployees 84 people in BTTC at 10/11 YE 126 new entrants into BTTC by end Q3 158 resolutions by end Q3 11/12 52 people in BTTC at end Q3 Sick Absence 1.11% days lost in Q3 (BTO 1.74%) Improving versus SA in 10/11 (1.41%) Your views CAREagile Q3 EEI & PCI both improved (from Q2 11/12): EEI: 3.73 (3.62) (BTO: 3.59) PCI: 3.85 (3.76) (BTO: 3.76) Q3 SMP also improved to 3.40 (3.35 Q2) The right skills Recognition Training & education Investing £6m in 2011/12: £554k in Service Infrastructure • Promotions • 14 by end Q3 • Smooth Operators (Q3 Results) • Q3 statistics still being validated • Long Service • 42 (40 yr) & 8 (45 yr) awards in next year Talent Pool 185 managers in BTO talent pool for 2011 (15% increase on 2010) Was 16 but now 14 from SI (7 leavers & 5 joiners by end Q3) Getting involved Continually improving our performance BT Challenge Cup 81 BTO teams registered, with 8 teams making it through to semi finals (1 From SI) & 71 in Blue Riband (16 from SI) Future Leaders Programme 64 Team Members completed FLP2 All 64 completed NVQ L3 in Mgt - 18 from old Service Assurance BU 11 have already been promoted - 2 from old Service Assurance BU 67 delegates start FLP3 on 25 Jan - including 13 from Service Inf 2012 Olympics/ Sprints 546 BTO people received certificates (Sprints 1 - 8) – including 56 from old SA (Sprints 1- 4) and 57 for SI on Sprints 5 - 8 BTO VolunteersBy end Q2, 4% of BTO people completed a volunteering activity - 5.85% in SI But by end Q3, following 2012 sprint 8, BTO hit 12.5 % target – 14.53% in SI

  8. Q1 2011/12 Q2 2011/12 Number Number % % Rating Rating E E 44 52 3.2% 3.7% VG VG 289 339 23.9% 21.3% AS AS 802 736 56.4% 54.2% DN DN 196 256 13.8% 18.9% U U 12 13 0.9% 0.9% BTO Service Management people - The difference is you Updated Jan 2012 (Q3 results) Our people - the right people in the right roles Recruitment 10 External Hires to end Q3 in 11/12 - Skill Hires 6 - Apprentices 0 - Grads/ Fast trackers 4 Our workforce (at Q3 2011/12) 1,436 FTE: - 1,428 direct labour - 8 agency New roles for redeployees 69 people in BTTC at 10/11 YE 111 new entrants into BTTC by end Q3 139 resolutions by end Q3 11/12 41 people in BTTC at end Q3 Sick Absence 1.50% days lost in Q3 (BTO 1.74%) Adverse versus SA in 10/11 (1.41%) Your views CAREagile Q3 EEI & PCI both improved (from Q2 11/12): EEI: 3.70 (3.61) (BTO: 3.59) PCI: 3.81 (3.75) (BTO: 3.76) Q3 SMP also improved to 3.45 (3.26 Q2) The right skills Training & education Investing £6m in 2011/12: £408k in Service Management Recognition • Promotions • 35 by end Q3 • Smooth Operators (Q3 Results) • Q3 statistics still being validated • Long Service • 30 (40 yr) & 0 (45 yr) awards in next year Talent Pool 185 managers in BTO talent pool for 2011 (15% increase on 2010) Was 14 but now 12 from SM (6 leavers & 4 joiners by end Q3) Getting involved Continually improving our performance BT Challenge Cup 81 BTO teams registered, with 8 teams making it through to semi finals (2 From SM) & 71 in Blue Riband (6 from SM) Future Leaders Programme 64 Team Members completed FLP2 All 64 completed NVQ L3 in Mgt - 18 from old Service Assurance BU 11 have already been promoted - 2 from old Service Assurance BU 67 delegates start FLP3 on 25 Jan - including 12 from Service Mgt 2012 Olympics/ Sprints 546 BTO people received certificates (Sprints 1 - 8) – including 56 from old SA (Sprints 1- 4) and 24 for SM on Sprints 5 - 8 BTO VolunteersBy end Q2, 4% of BTO people completed a volunteering activity - 5.62% in SM But by end Q3, following 2012 sprint 8, BTO hit 12.5 % target – 21.84% in SM

  9. Q1 2011/12 Q2 2011/12 Number Number % % Rating Rating E E 44 44 5.6% 6.2% VG VG 205 205 28.7% 25.9% AS AS 355 411 49.7% 52.0% DN DN 85 111 11.9% 14.0% U U 0 6 0.8% 0.0% BTO Strategy & Service Introduction - The difference is you Updated Jan 2012 (Q3 results) Our people - the right people in the right roles Our workforce (at Q3 2011/12) 705 FTE: - 705 direct labour - 0 agency New roles for redeployees 26 people in BTTC at 10/11 YE 48 new entrants into BTTC by end Q3 59 resolutions by end Q3 11/12 15 people in BTTC at end Q3 Recruitment 4 External Hires to end Q3 in 11/12 - Skill Hires 0 - Apprentices 0 - Grads/ Fast trackers 4 Sick Absence 1.60% days lost in Q3 (BTO 1.74%) Improving versus 10/11 (1.76%) Your views CAREagile Q3 EEI & PCI both improved (from Q2 11/12): EEI: 3.76 (3.71) (BTO: 3.59) PCI: 3.86 (3.85) (BTO: 3.76) Q3 SMP also improved to 3.56 (3.43 Q2) The right skills Training & education Investing £6m in 2011/12: £501k in Strategy & Service Introduction Recognition • Promotions • 2 by end Q3 • Smooth Operators (Q3 Results) • Q3 statistics still being validated • Long Service • 24 (40 yr) & 1 (45 yr) awards in next year Talent Pool 185 managers in BTO talent pool for 2011 (15% increase on 2010) Was 36 but now 29 from S&SI (10 leavers & 3 joiners by end Q3) Getting involved Continually improving our performance Future Leaders Programme 64 Team Members completed FLP2 All 64 completed NVQ L3 in Mgt - including all 4 from S&SI 11 have already been promoted - 1 from S&SI 67 delegates start FLP3 on 25 Jan - SD 31 - SI 13 - SM 12 - Security 6 - MSL 5 No participants from S&SI this time BT Challenge Cup 81 BTO teams registered, with 8 teams making it through to semi finals (1 from S&SI) & 71 in Blue Riband (6 from S&SI) 2012 Olympics/ Sprints 546 BTO people received certificates (Sprints 1 - 8) – including 39 from S&SI BTO VolunteersBy end Q2, 4% of BTO people completed a volunteering activity - 5.0% in S&SI But by end Q3, following 2012 sprint 8, BTO hit 12.5 % target – 25.42% in S&SI

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