Customer Service Forum

1. Customer Service Forum • 27th February 2013 Legal Notice The information contained in this document is confidential information as per your terms and conditions with British Telecommunications plc (“BT”). Please do not forward, republish or permit unauthorised access. BT has used its reasonable efforts to ensure that the content is accurate at the time of issue but it is subject to change. Details of any developments contained within this document are for information purposes only and do not constitute any contractual or other obligation.

2. Agenda Anna Matty / Lisa Harrington Richard Foxall Richard Marsh Neil Volan Marian Thorley Sean Kiernan • Introduction • Ethernet • Broadband: Trouble to Resolve • Broadband: Lead to Cash • Broadband: Escalations • High Level Escalations • Q&A

3. Agenda Anna Matty / Lisa Harrington Richard Foxall Richard Marsh Neil Volan Marian Thorley Sean Kiernan • Introduction • Ethernet • Broadband: Trouble to Resolve • Broadband: Lead to Cash • Broadband: Escalations • High Level Escalations • Q&A

4. Openreach Planning Regional Variation Heat Maps (Day 8) (10/02 snapshot) (13/01 snapshot) RAG status Red > 5% below regional glidepath target Amber < 5% below target Green – at regional glidepath target or above

5. Openreach Planning Regional Variation Heat Maps (Day 14) (13/01 snapshot) (10/02 snapshot) RAG status Red > 5% below regional glidepath target Amber < 5% below target Green – at regional glidepath target or above

6. Ethernet Provision Performance (Fibre & Copper) • Performance summary: • On time delivery continued improving trend • Percentage Calls Answered (PCA) remains strong • Cycle time for Fibre delivery remains flat around 60 day mark • Copper delivery impacted by Openreach service delays. Cycle time rose first 2 weeks of January, but starting to come back down – average for first half of February 35.7 days

7. Ethernet Provision KCI Performance • Performance summary: • KCI2 success improved recent weeks with both customer delays and Openreach delays reducing – OR failure 13% average last 3 weeks • KCI3 Openreach failure maintained below 8% Target • Latest snapshot of order status shows good progress in unblocking customer delays to get orders fluid (up from 44%)

8. Ethernet Repair Performance • Performance summary: • On time repair performance, although at target, slipped in Januarydue to a number of MSO’s and weather related delays. • Percentage calls answered in 30 seconds remains above target and flat compared to previous month • Fault rate continues to fall

9. Portal Improvements for Ethernet

10. Key Improvement Plans for Ethernet

11. Agenda Anna Matty / Lisa Harrington Richard Foxall Richard Marsh Neil Volan Marian Thorley Sean Kiernan • Introduction • Ethernet • Broadband: Trouble to Resolve • Broadband: Lead to Cash • Broadband: Escalations • High Level Escalations • Q&A

12. Broadband T2R – contact handling performance • Performance summary: • Propensity to contact and contact volumes have started to reduce leading to improved performance on % calls answered within 30 seconds with February performance close to 80% target • Handling times maintained, however still seeing impact from the onward need to contact Openreach as part of the contact.

13. Broadband T2R – on time repair and fault performance • Performance Summary: • Openreach performance has stated to improve, however weather related issues are still resulting in an average repair time on the SFI product between 1- 3 days but typically toward the 2.5 day level. • Low BTW queue dwells have been maintained throughout January and February • Fault volumes stable through January and showing a declining trend in February

14. Broadband T2R – improvement plans PEW’s forecast information now visible online at: https://www.btwholesale.com/pages/static/Library/Network_Information/Planned_Engineering_Works/index.htm

15. Agenda Anna Matty / Lisa Harrington Richard Foxall Richard Marsh Neil Volan Marian Thorley Sean Kiernan • Introduction • Ethernet • Broadband: Trouble to Resolve • Broadband: Lead to Cash • Broadband: Escalations • High Level Escalations • Q&A

16. Broadband Provision – On Time Delivery and Cycle Times Cycle Time • Performance Summary: • Cycle Times increased in January due to Bank Holidays and delayed orders closing as tail volumes reduced. To date, in February, cycle times have stabilised as orders are flowing through with shorter lead times Overall cycle time has been heavily impacted by PSTN lead times which determine SIM Provide delivery timescales. • On time delivery was flat through January, again impacted by tail closure . Performance will remain flat as failed orders are closed but new orders will see improved performance. • FTTC on time delivery has recovered following resolution of the Faulty D-side issue in December . Performance was impacted by bad weather in January but has been on an upward trajectory through February to date.

17. FTTC – Missed Appointments Supplier Missed Appointment Rate CP Missed Appointment Rate • Performance Summary: • Supplier missed appointment volumes have seen significant improvement since holiday period- FTTC has reduced from 8.5% to 5% as of mid Feb. • Faulty D-side delays due to pair quality test on installation have reduced from 165 to less than 40 per day due to an Openreach process change and the inclusion of copper line test at KCI2. • Multiple missed appointments have reduced from 7% in December to 3.5% by mid February. • Customer missed appointment rate remains relatively flat -2rd missed appts will be reviewed to understand why and to identify learning opportunities with individual CPs

18. Broadband L2C– Improvement Plans

19. Agenda Anna Matty / Lisa Harrington Richard Foxall Richard Marsh Neil Volan Marian Thorley Sean Kiernan • Introduction • Ethernet • Broadband: Trouble to Resolve • Broadband: Lead to Cash • Broadband: Escalations • High Level Escalations • Q&A

20. Update on escalations

21. Escalation portal customer requests - action plan

22. Escalation portal customer requests - action plan

23. Agenda Anna Matty / Lisa Harrington Richard Foxall Richard Marsh Neil Volan Marian Thorley Sean Kiernan • Introduction • Ethernet • Broadband: Trouble to Resolve • Broadband: Lead to Cash • Broadband: Escalations • High Level Escalations • Q&A

24. High Level Escalations Volume glidepath Volume and mix • Ethernet & Jeopardy Mgt. • Escalation Sprint • Quality Assurance • Process Improvements • Openreach Recovery • Performance summary: • Overall volumes still showing the right trend – although there was an increase post the holiday dip over the New year. • Escalation Sprint on Broadband continues to focus on quality and helps with the volume of HLEs • Focus on Ethernet improvements – established governance on critical cases. Improvements started on Business as Usual cases

25. High Level Escalations Top 5 Drivers Cycle Time • Performance summary: • Simple – regular BB, reappointing cases – no civil works or long lead times; Complex – cases with planning, civil works and longer lead times (e.g. REIN) • Cycle time for complex cases reduced since December – however still above target • Joint Root Cause Analysis sessions started across BAU and HLE Offshore and Ethernet. • Quality – second HLE survey results

26. High Level Escalations – Improvement Plan

27. Agenda Anna Matty / Lisa Harrington Richard Foxall Richard Marsh Neil Volan Marian Thorley Sean Kiernan • Introduction • Ethernet • Broadband: Trouble to Resolve • Broadband: Lead to Cash • Broadband: Escalations • High Level Escalations • Q&A