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L2C Operating Model Organisational design update Pete Stewart & Mike Cook

L2C Operating Model Organisational design update Pete Stewart & Mike Cook. March 2011. Agenda . A reminder of what’s happening and why Indicative timelines The next level of detail Impact and selection process Next steps Over to you – Q&A. Current state vs. future state.

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L2C Operating Model Organisational design update Pete Stewart & Mike Cook

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  1. L2C Operating Model Organisational design update Pete Stewart & Mike Cook March 2011

  2. Agenda • A reminder of what’s happening and why • Indicative timelines • The next level of detail • Impact and selection process • Next steps • Over to you – Q&A

  3. Current state vs. future state Service Operations Service Optimisation Future Operating Model Current Operating Model Service Enablement Production Planning BT Mobile Service Delivery UK Data Service Delivery Service Delivery UK Voice Service Delivery Service Enablement Service Integration Service Configuration & Migrations International Service Delivery Complex Customers & Migrations Energy & Carbon Energy & Carbon The ‘future’ model will be more Customer-centric and create a scalable organisation with clear accountability for delivery

  4. Implementation update • Production planning currently in interim ‘lift and shift’ structure whilst the team determine the most effective structure to support the Flows • Complex Customers & Migrations Flow structure still being finalised • International Service Delivery structure defined, but we plan to implement this in conjunction with the Complex Customers & Migrations timeline • Service Enablement & Energy & Carbon org structures not impacted • We are now in a position to share the UK Data, UK Voice & BT Mobile Service Delivery team structures, in preparation for implementation

  5. Planned UK Voice, UK Data & Mobile Flow timelines Union comms 07 Mar: SMT ‘heads up’ call (share Mob, Voice & Data structures 08 Mar: L2C All Hands Call (share Mob, Voice & Data structures 09-15 Mar: Individual mapping conversations following structured plan CPAs in place Selection activity as required Ongoing communications and engagement

  6. BT Mobile Service Delivery - Mike Cook BT Mobile Service Delivery: Accountable for End to End delivery of service, Customer Experience and cost efficiency of the Flow. Lowest level of accountability for an E2E order journey is at sub-flow level, with sub-flows (consisting of Major BTW Customers) organised around the Flow of work Note: Access Delivery process step: Access Delivery coordination will sit within UK Data Flow, and be shared between UK Voice, UK Data & BT Mobile teams BT Mobile will engage the Access Delivery team to complete this step - however the BT Mobile Sub-Flow still remains accountable for the E2E order journey • E2E order activities for each of the 3 Sub-Flows • Customer Order validation • Order Entry (MEAS) • Order Mgt/Job Control (MEAS) • Order Mgt (RBS/SiteConnect) • Products: MEAS, SiteConnect, RBS • Planning activities: • Planning, Network integration • Config/Test & turn up • MEAS HE planning • Forecasting, Customer commercial (trade) interaction with MFUs • New product introduction, synthetic evaluation, supplier management

  7. UK Data Service Delivery – Pete Stewart UK Data: Accountable for End to End delivery of service, Customer Experience and cost efficiency of the Flow. Lowest level of accountability for an E2E order journey is at sub-flow level, with sub-flows (consisting of logical product groupings) organised around the Flow of work Offshore order entry: Offshore OE teams would sit centrally under an Offshore lead, and matrixed into the Sub-Flow teams to undertake their activity. Accountability for the E2E order journey remains with the Sub-Flow lead • Key activities undertaken in Access Delivery: • Access planning (radio & site survey) • Core routing/assignment • LLFN • Delivery management –Customer Networks • Note: Access Delivery coordination will sit within UK Data Flow, and be shared between UK Voice, UK Data & BT Mobile teams • E2E order activities • Network Planning (21C Ethernet ) • Core routing/assignment • CPE ordering • Data Config & commissioning • Order Management & Job Control • Service coordination • E2E order activities • Order Entry • Network & service coordination • 21c Network planning EBD/GEA • Order Mgt & Job Control Products: SiteConnect, PPC, NetStream/Prime, CommLocate Interconnect, IFA, Broadband Centrals (WMBC) RBS & SiteConnect = OE Service task only Products: IPClear , Start MSP, BTNet, IP Converge, Metro/EquIP, Internet Access, IP Enabled, WAN, Dial IP, Cellstream, Framestream, Megastream, Learningstream, Continuity Products + RedCare, Kilostream, Kilostream N, Analogue, SHDS/ MegaStream Ethernet, CCTV

  8. UK Voice Service Delivery – Pete Stewart UK Voice: Accountable for End to End delivery of service, Customer Experience and cost efficiency of the Flow. Lowest level of accountability for an E2E order journey is at sub-flow level, with sub-flows (consisting of logical product groupings) organised around the Flow of work Offshore order entry: Offshore OE teams would sit centrally under an Offshore lead, and matrixed into the Sub-Flow teams to undertake their activity. Accountability for the E2E order journey remains with the Sub-Flow lead • E2E order activities: • Order Entry • Featurenet Design & Delivery • Featurenet Data Build/Config • Service co-ordination OM/JC • Featureline / Embark Data Build • VoIP Data Build & Config • IP Exchange OE & Service Note: Access Delivery process step: Access Delivery coordination will sit within UK Data Flow, and be shared between UK Voice, UK Data & BT Mobile teams BT Mobile will engage the Access Delivery team to complete this step - however the UK Voice Sub-Flow still remains accountable for the E2E order journey • E2E order activities: • WS Order Entry & Service • Switch Manager Support & CPC • OSS Config/Admin CSS/SM • Service co-ordination OM/JC • No Allocation/Data Build Fall out tasks • Numbering & Addressing Solutions • Number/ Port Allocation • Data Build/Config/ Testing • Switch Config & Testing Products: Featurenet, Featureline, Embark, HUCs, SIP trunking, MMVOIP, IP Exchange Products: PSTN, ISDN2, WLR, Broadband , Small, Medium & Large switch, ISDN30, WLR ISDN30

  9. Impact and Selection process – Chetna Shah Impact to individuals and approaches to selection will be as follows: • ‘Lift and Shift’ • Individuals will be directly placed into roles where the new role in the function remains predominantly the same and where the same number of roles are required • Job Cease • Individuals will be displaced / made surplus where the role does not continue in the new organisation and/or there is a reduction in the number of roles • Where there are job ceases we will follow country guidelines and policies regarding selection • Dependent on country policy individuals whose job ceases will be offered the opportunity to apply for roles at a similar level in the new organisation predominantly through closed recruitment

  10. Impact and Selection process • For new roles in the organisation: • We will advertise through closed recruitment and select through short list and interview • In some instances we will undertake a paper placement exercise into roles which have changed but where we consider the skills and grading to be commensurate to the previous roles

  11. Next steps • Continue as usual – your customers need you to continue delivering great service • Understand the changes being implemented • Understand the rationale • Keep focused on day to day responsibilities

  12. Over to you Dial *1 (star one) to ask a question or make a comment Or submit a question via the web

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