Tim Barclay Managing Director Sales, Marketing & Customer Experience Openreach

1. Tim Barclay Managing Director Sales, Marketing & Customer Experience Openreach Mick Wayman Managing Director London 2012 Programme BT Wholesale 9 November 2011

2. Agenda: • Overview of our commitment to the London 2012 Olympic & Paralympic Games • Customer insight and potential customer experience • Progress & key updates • Working with you 2

3. INTRODUCTION & BACKGROUND BT is proud to be the official Communications Services partner and Openreach is the official Telecommunications infrastructure partner for London 2012 London 2012 represents a significant investment by BT designed to help make London 2012 the most connected Games ever held Service for all We aim to ensure service continuity for all customers throughout the Games, despite the inevitable disruption that an event of the size and scale of London 2012 will inevitably create in parts of London Operational delivery We have been planning for the operational delivery of the Games for three years in parallel to the delivery of business as usual service. We are confident in our ability to support the Games and all our customers Open for business BT will be very much open for business and no BT building in London will be closed during Games-time Working together BT is working closely with the various authorities delivering the Games like ODA, TfL and LOCOG, as well as its CP customers, to understand the requirements of the Games and planning to meet these requirements Business as usual As far as possible we will serve our customers on a BAU basis. We will ensure that no customer will be disadvantaged because of our sponsorship of the Games Lasting legacy BT aims to contribute significantly to the London 2012 legacy, creating an advanced communications infrastructure that will contribute to the transformation of parts of East London Secure and safe As a provider of Critical National Infrastructure, BT is also working to heighten the security of its networks and services to help ensure safety during the Games 3

4. 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 it without unduly hampering its 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 as 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; revised lead times 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 4

5. NETWORK CAPACITY • One in four organisations surveyed suffered capacity issues with employees/and or customer demand • One in five businesses increased their network capacity ahead of the Games • With hindsight, a third of companies said they would have increased capacity • Capacity issues were an issue for Media and Leisure companies (57%), Retail (33%) and Financial Services (29%) OPERATIONAL CAPACITY • 23% of organisations surveyed increased their call centre capacity ahead of Games-time, while 42% experienced a higher than normal level of call centre volumes during Games-time • 21% increased their technology security and resilience ahead of the Games PEOPLE CAPACITY • 42% of businesses took no steps to prevent employee absenteeism during the Games • 28% of businesses experienced higher levels of staff absenteeism than normal • With hindsight, 30% would have increased flexible working facilities for their staff. “During London 2012 we expect to carry up to 60Gb of information per second over our network” • UK broadband volume is increasing. 2010/11 saw a 6.5% market growth and in 2011/12 it’s predicted to grow by a further 7% (Enders Analysis) • The Olympics is an exceptional event • A higher than normal level of demand on the broadband network is expected - influenced by a variety of factors including how well Team GB performs • Talk to your account manager today CUSTOMER INSIGHT We surveyed one hundred senior representatives from large (1000+ employees) private and public sector organisations… Lessons from Vancouver 2010 winter Games: 5

6. GETTING AROUND DURING THE GAMES Travel considerations for BT and our customers… • During the 2012 Olympic and Paralympic Games there is likely to be major disruption for London based workers and businesses. • Transport for London anticipates that: • On the busiest day of the Olympic Games around 800,000 spectators will travel to the venues • The number of daily trips on London Transport is expected to double to 6.8 million • 640,000 spectators are predicted to arrive by rail & tube and will be travelling during peak hours • Another 20 million trips will be made by spectators alone within London during the 2012 Games • Businesses based in London are being asked to think about how their people will get into, and travel round, London during the Games • We have travel/transport plans for our employees who need to travel in and around London to mitigate impact on customers including alternative work locations, flexible hours and working remotely Our priority … to keep any delays to a minimum with a 4 step approach Reduce requirements for journeys by proactively rescheduling maintenance routines and planned works Reschedule work & appointments to avoid any clashes with most severely impacted times or when the Olympic Route Network is not in operation Re-route - create smaller defined engineering working areas to increase road, venue and event knowledge Review transport modes and use alternative vehicles where appropriate 6

7. ClearWay 2012 1 March to 30 September 2012 1 July to 9 September 2012 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 comes into effect from 1 March until 30 September 2012 on the core route network and from 1 July to 9 September 2012 for the remainder • 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 • During Games-time there will also be additional traffic control measures in place We are working with TfL on plans for access in the case of genuine emergencies Travel advice for business: london2012.com/get-involved/business-network/travel-advice-for-business/ 7

8. 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 • Further engagement will be taking place with customers directly to fully assess and understand potential impact and identify any mitigation where required 8

9. SECURITY & RESILIENCE Physical security will be enhanced across the city in the run up to and during Games-time We have reviewed the security needs for our buildings, networks and systems We have no plans to close any BT buildings in London over the Games period Secure We have completed a full security audit of our key buildings across London and the UK Resilient We conduct over 10,000 hours of maintenance across the core network infrastructure each month We have commenced a programme of additional enhancements following a series of rigorous audits Responsive We’re part of the Olympic Intelligence Centre which is co-ordinating the activities of all agencies to ensure all necessary counter-measures are deployed to protect critical national infrastructure and in turn all our customers’ interests We deploy defence in depth security protections with a multi layered approach for cyber, physical and human controls Business continuity plans are being reinforced with London 2012 in mind We run ‘War Gaming’ exercises to ensure our people experience and understand their roles in the event of real life scenarios We make sure that power capacity is proven and tested under load Network diversity and resilience is tested at key nodes across London and the UK Our emergency response team works alongside blue-light responders for telecommunications support 9

10. ORDER TIMELINES …help us, help you • We depend on a wide range of third party suppliers to deliver our services. • Ensuring availability of stock and spares through the Games will mean partners aligning with special arrangements being made within our organisation • This work is already underway and our suppliers are responding well • Contract delivery dates will depend on the products or services concerned • There are no changes to standard contractual lead times up to and including the period of the Games However the earlier Openreach and BT Wholesale can receive forecasts and actual orders from customers, the better preparation can be made We ask that you… • Provide early forecast of expected volume increases • Order early where possible • Advise us of potential, or planned marketing campaigns that may drive demand spikes 10

11. A series of tailored communications: • A newsletter (every two months) • A white label presentation • Regular calls to address customer concerns LONDON 2012 PLANNING Working with our customers • BT Wholesale & Openreach are proactively working with customers to: • Understand the Olympics demand implications • Help customers predict impact on their services • Support customers in their bandwidth plans for 2012/13 • Move customers’ end users to 21CN broadband where it’s available • Offer a range of new services & enhanced commercial packages 11

12. LONDON 2012: KEY FACTS • Over 14,500 athletes will be competing in the Games • Over 27,500 accredited journalists will cover the Games from London • Up to 70,000 volunteers are required to make the Games work • Almost 11 million tickets are available for the Games, with demand outstripping supply • Over 800,000 spectators and 55,000 athletes/officials/media will use public transport to get to the Games on the busiest day • Staging the Olympic and Paralympic Games is like staging 46 world championships • London 2012 is expected to contribute an additional £21 billion to the UK economy  • The Olympic Park in East London is the largest park development in the UK for over 100 years • 2800 new homes on the Olympic Park will be made available to the public after the Games 12

13. Any Questions? 13