Transforming theway we workThriving in the digital networked economy

BT’s 21st Century NetworkBT is working on the most radical shake-up of its nationwidenetwork since the first digital switches were introduced 25 yearsago. We’re building a brand new, converged Internet Protocol(IP) based network infrastructure so that all organisations canaddress, meet and exceed their customers’ expectations.

With a bigger annual investment than the UK’s motorways androads receive, BT will be spending up to £10 billion replacing 16 different network environments and transforming all calls on its core networks to voice over IP.

By 2008, 50 per cent of homes and businesses will have beenconverted to IP and the programme should be completed by 2010. ‘Deep fibre’ trials – replacing copper wires with anoptical fibre connection to the premises – are also underway.

BT’s 21st century network will put the UK at the forefront ofcommunications innovation, delivering more flexible and costeffective solutions to every organisation’s communications needs.

The world is changing and advances in technology mean the boundariesbetween mobile and fixed line services, and between voice, data and video are fast disappearing. People expect choice, flexibility and control in all the dealings they have with organisations.

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Wide availability of low cost broadband, computing and data storage and the adoption of open standardsare radically changing the business environment. In this world, connectivity has no boundaries – we areliving in the digital networked economy.

The digital networked economy is dynamic and evolving and time will make plain its longer-term implications.But it is here now. It impacts on all organisations and its key characteristics are:

• Flexible, quicker and more accessible access to bandwidth and information technology

• Increased connectivity between people and between organisations, any time and any place

• More information sharing, using industry-wide standards of communication

• Greater information transparency for customers and organisations

• Knowledge and ideas, reputation and loyalty assure competitive advantage more than location and physical assets

• Changing expectations in employment, with lifetime commitment and loyalty replaced by a more flexible attitude from both employers and employees

• Shared and easily-accessible social, economic and political information helps to accelerate and amplify changes across many countries.

We must all respond to these changes. BT has undergone a massive change in recent years and is now investing to transform its UK networks to meet customers’ changing needs in the digital networkedeconomy. Our expertise, insight and experience will help you address your strategic and operational issues in this new world.

The world is changing

We live in a connected world. We expect to be able to link people to people, people to systems and business to business at any time, in any place, using any device.

To discuss the opportunities and challenges that your organisation now faces, contact your BT Account Manager, call us on 0800 400 451 or visit our website at www.bt.com/networkedIT

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There’s no escape and the tremendous opportunities arebalanced by tough challenges. We must all adapt to thrive or risk the threat of failure.

Nobody has all the answers. As the nature of the digitalnetworked economy becomes apparent, we start to explore,learn, understand and respond to the opportunities andchallenges that arise.

Grasping the opportunity to reach out to new markets and newcustomers is essential for growth. Improving productivity andoperational efficiency contribute directly to profitability. To achieveboth we need to encourage connectivity – access for your customersand suppliers to information about your organisation, products,services and processes.

But by encouraging and depending on connectivity, your systemsand services increase in complexity and can become morevulnerable. The twin risks of systems failure and external attackcarry an even greater threat to assets and reputation in aconnected world.

• How do you build an organisation flexible enough to respond tochange but secure enough to protect your assets and reputation?

• How can customer data help improve your decision-making?

• How do you create an infrastructure that copes with increasingcomplexity and the growing demands of the organisation?

• How do you attract and retain key people when otherorganisations are offering new, flexible ways of working?

These are difficult questions and there are no easy answers.Organisations that identify and tackle these issues are adaptingto the new environment and are likely to thrive. Organisationsthat remain wedded to traditional modes of organisation andoperation will falter and may fail. We have analysed these issuesand identified the five strategic priorities that mostorganisations must address.

The five strategic priorities

• Establishing the right infrastructure – build a future-proofed network to improve your functionality and operational efficiency

• Ensuring security and managing risk –maximise access whilst minimising risk and external threats

• Serving your customers, serving citizens –create a customer-centric organisation withhigher service standards

• Enabling your workforce – exploit the potential of technology to develop a connected organisation

• Extending your organisation – build closerrelationships with your customers and suppliers to speed delivery.

For more information call 0800 400 451 or contact your Account Manager

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Rising to the challenge

Networked IT and services are key. Organisations need to use IT and communications systems to adapt and transform howthey work if they are to address the opportunities and challengespresented by the digital networked environment. To be effective,organisations need:

• A network infrastructure that supports what they do and what they want to do

• Help in developing new systems and services for theircustomers, partners and employees

• To manage security in a highly networked environment.

BT can help. Not just because of our size, reach or networkassets but because we have unique expertise and insight inusing technology to address strategic and operational issues.We have faced these issues ourselves.

The drivers are clear. Successful organisations need to build theirbusiness models around the notion of a connected world. Theyneed to restructure and consolidate to gain greater operationalefficiency and to raise workforce productivity. And they have tobe ready to respond flexibly to the globalisation of markets andsupply chains and to other changes that no-one can yet foresee.

All organisations need to create an infrastructure that is reliable, scalable, flexible and secure. Furthermore, all organisations need to leverage that infrastructure to improve effectiveness and deliver services to customers.

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Working with BTBT is a global Networked IT and services company. We design, develop and manage IT and communicationssystems for large and small organisations across the UK and around the world.

Working with our technology partners, we provide a wide range of IT, communications and networkingservices that will enable you to:

• Establish a Networked IT and services infrastructure that is flexible, cost effective, reliable and secure

• Leverage the infrastructure to improve the services you offer your customers, partners, suppliers and workforce

• Understand and address the operational risks and compliance requirements of working in a highlyconnected environment

• Reduce your operational risks and your cost of doing business. We can help increase your return on capital invested and improve your relationships with your customers and suppliers.

As IT and communications become increasingly networked, they become more complex to manage. In an integrated environment, operational excellence, security, availability and reliability become ever more crucial.

We will work in partnership with you to build an infrastructure flexible and robust enough to respond to thechanging environment and to your customers’ and suppliers’ growing demands for access to information.

Portfolio

• Local and Wide Area Network

• Mobile Technology

• Convergence

• Data Centre Services

• Applications Assured Infrastructure Services.

For more information call 0800 400 451 or contact your Account Manager

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BT’s innovative approach helps you take immediate advantage of lower cost technologies. And using our managed and outsourcedservices helps you avoid transition costs, delivering better returns on lower budgets for your IT investments.

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It’s easier to appreciate the many impacts and implications by lookingat some of the ways our many customers are responding to the issues.These case studies show the digital networked economy in actionand what organisations in the real world need to think about and do.

Case Study Case Study

Thriving on change

Chivas Brothers

BT’s IP Clear service is meeting Chivas’ need for a fullymanaged, converged IP voice and data network to connectmultiple sites. The new network means the heavy data trafficbetween Chivas’ business in Scotland and its internationaloffices in London can be dealt with far more efficiently.Installed with zero effect on Chivas’ users, the new networkhas already shown cost savings of up to 20 per cent. And it can easily be expanded as the business grows.

Technical notes

IP Clear is a single, fully managed Internet Protocol (IP) VirtualPrivate Network (VPN), running over BT’s IP multi-protocollabel switching (MPLS) network. Voice and data can beconverged across one network. Bandwidth to each site can be readily adjusted as required, saving money on overcapacity.BT’s service includes network monitoring, fault diagnosis andrepair, guaranteeing that the network is available to 800 usersacross 21 widely dispersed sites.

“We’re saving up to 20 per cent against the arrangementsthat we had previously, and our internal key performanceindicators show that network availability has improved from98.5 per cent to 99.9 per cent since we took the managed IP Clear solution.”

Stuart Watson, IT Director, Chivas Brothers

Amec Turner

Amec Turner – a joint venture between construction companyAmec and Turner Facilities Management – won a Ministry of Defence maintenance contract covering numerous sites in Scotland. The contract stipulated that a call centre, based in a secured area and located within Scotland, must be provided.Amec Turner called in BT.

Technical notes

BT has delivered a call centre with high-speed communicationsin a location that has security accreditation from the MoD. Thesolution includes skilled call centre agents who have specificexperience of MoD culture.

“We were keen to promote the human touch and discretion in the way we run the helpdesk. We give the agents very wideautonomy and leave it up to the operator to decide with thecustomer how a problem is best tackled. We’re building upa really good rapport with our customers, and will work with BT to see how the service can be developed.”

Karan McCrory, Amec Turner

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Britannia Building Society

BT helped Britannia to transform its network infrastructure for the company’s 188 branches. Now staff can communicateand work more efficiently, delivering improved service levelsfor customers.

BT implemented an ADSL-based broadband wide areanetwork (WAN) and upgraded the branch local area network.Vastly improved connection speeds mean that Britannia canuse bandwidth-hungry applications such as Voice overInternet Protocol (VoIP) and videoconferencing, as well as delivering innovative financial products and services. In addition, savings of some £1.5 million are predicted fora three-year period.

Technical notes

The new ADSL broadband service is based on BT’s DataStreamOffice 500 solution, coupled with Cisco technology includingrouters, call manager servers and switching products. Encryptionand tunnelling technologies enable secure VPN, remote access,intranet and extranet applications.

“Our branches are the most critical touch point with ourcustomers. They are the core of our business and we aretotally committed to their support.”

Tom Salt, Network Manager, Britannia Building Society

Voca

Voca (formerly ‘BACS’) processes millions of electronicpayments in the UK every week, and maintains the clearingnetwork. It occupies a unique position in the UK, with excitingopportunities to extend services and expertise to new markets.Voca needed new primary and secondary processing andoperations centres and a new HQ location – with a new networkinfrastructure to suit.

Technical notes

BT’s WaveStream gigabit-speed wide area network (WAN) linksthe new sites, using Dense Wave Division Multiplexing (DWDM)transmission over optical fibre to provide 2.5Gbps bandwidth.Cisco optical transmission and routing products are used in thewide area and Cisco switching equipment in the local area, creatinga Voca-wide, multi-protocol label switching (MPLS) domain.

Voca now has a secure, web-enabled capability to handle atleast 100 million transactions a day, with no bandwidthconstraints. Its Fixed Extranet Connect service uses BT IP Clearlinks to offer up to 2Mbps VPN service to major corporate clients.

“In partnership with BT, we explored the strategic options forthis new marketplace and found a win-win-win solution. Voca,BT and our direct submitters will all gain from new broadbandextranet VPN connection options.”

Peter Seymour, Head of Infrastructure Services, Voca Limited

Case Study Case Study

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Only an IP infrastructure can deliver in a world where devices have multiple roles and people have multiple devices. It’s a doublechallenge to provide excellent connectivity and service and at thesame time to reduce unnecessary costs.

In the last 10 years, the dramatic increase in connectivity, applications and devices has created a complexand expensive web of separate legacy systems and networks. Individually, they perform vital functions buteach requires its own helpdesk, support staff and external maintenance. Organisations can only try to boltthese new services onto structures and processes that were never designed for what we now need them to do. The strain shows in cost and in effectiveness.

Using Internet Protocol (IP), BT can now deliver most communications and applications over a singleinfrastructure. IP is a key enabler in the digital networked economy and BT’s global IP infrastructure,experience, service capability and credibility make us an ideal partner. We understand the interactivitybetween devices, networks and systems and we offer integrated solutions to support your needs today and your requirements as they emerge in future.

We will consolidate your networks into a single, integrated, end-to-end infrastructure capable of supportingthe full range of your business applications. Our unique Applications Assured Infrastructure service will audit,optimise, monitor, manage and assure your networking performance. BT will also help the smooth transfer of your existing services to the new infrastructure.

Establishing the right infrastructure

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Eden Project

The Eden Project is extending its vision to a global audience,using multimedia and internet technology. The Project hadoutgrown the site’s voice and data communications infrastructureand needed a flexible solution that would support its long-termaims. In conjunction with Cisco Systems, BT recommended anadvanced, converged network infrastructure.

The new infrastructure is already making cost savings, whilealso exploiting the latest interactive multimedia technology, forexample to engage with ‘virtual’ visitors from around the world.

Technical notes

The new infrastructure harnesses the latest IP communicationstechnology from Cisco Systems. The BTnet Flex 2Mbps link(with BT-managed PIX firewall) enables interconnection betweenthe Eden Project’s databases and its remotely hosted web site.BT ISDN30 links provide 90 voice channels to the BT corenetwork, and BT Openzone broadband wireless access points.Network services provided by BT are fully managed andsupported, including a business hours helpdesk.

“Quite simply, we felt BT was a company we could do businesswith. By working in partnership at the leading edge of technologyand responsible practice, the possibilities are enormous.”

Tim Smit, CEO, Eden Project

Case Study

Portfolio

• Local and Wide Area Network

• Mobile Technology

• Convergence

• Data Centre Services

• Applications Assured Infrastructure Services.

For more information call 0800 400 451 or contact your Account Manager

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Ensuring security and managing risk

As more information systems, applications and data are available tomore customers, partners, suppliers and employees, minimising riskand external threats become issues for every organisation.

Opening up information infrastructure and systems to growingnumbers of people inevitably increases risk and vulnerability.Operational effectiveness, revenues and reputation are all atstake. Managing risk and ensuring security becomes moredifficult as the interdependence, sophistication and complexityof systems and threats increases.

Organisations often lack technical expertise and want a reliableand supportive supplier who understands the issues. Ourreputation is built on years of experience and service to majornational and international organisations. BT will enable you to:

• Comply with legislation and regulation and improveinformation flow

• Reduce your exposure to threats, reduce your costs and protect your brand

• Protect your transactions and operations from disruption, loss or misuse

• Ensure protection and availability of critical services.

BT’s approach is to embed security options in all our propositions.We provide a complete range of security and business continuityservices from individual components to managed solutions or full outsourcing. BT has the track record, capability andcredentials to offer and deliver world-class security and businesscontinuity services to its customers.

Portfolio

• Compliance and risk management – addresslegal and regulatory obligations and managebusiness and security risks

• Secure communications management – assessand audit risks and protect network transactions

• Critical National Infrastructure – protect services that must continue to operate

• Business Continuity – protect operations from disruption and loss.

For more information call 0800 400 451 or contact your Account Manager

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TD Waterhouse UK

Online share brokers TD Waterhouse UK wanted to enhancecustomer experience and increase customer acquisition rates,while reducing costs and the risks from identity fraud. A newaccount opening process includes an identity verificationsolution from BT, enabling TD Waterhouse to meet newcustomer identity and verification regulations.

TD Waterhouse UK can now provide online, same-day accountactivation, often within 20 minutes, for up to 1,250 newcustomers a day, with processing costs significantly reduced.

Technical notes

BT’s Identity Management Solution includes a web-basedservice that interacts with separate databases through oneconverged platform. It provides TD Waterhouse with access toover 20 independent sources (such as the electoral roll and creditfiles) and is easier to use and manage than traditional methodsof consolidating multiple data sources into one large database.Additional security is provided by BT firewalls, with furtherprotection built into the application.

“The high levels of customisation provided by the solutionenabled us to effectively ‘hand pick’ the databases we wantedto check to suit our particular needs. BT helped us to integratetechnological advancements, such as web-based services, foroptimised business performance.”

Gavin Dufton, Senior Business Analyst, TD Waterhouse UK

Case Study

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Customers and citizens will choose how they want to contact you,and you must be ready for them. Service standards must rise toretain customers and the public sector must match this choice andconvenience in services for citizens.

Transforming your services by exploiting technology can help you build a consistent view of customersacross all touch points. With an integrated approach to phone, web, email, face-to-face and third partychannels you can develop effective relationships, creating a truly customer-centric organisation.

Technology that enables better customer interactions is the key to securing cost effective service improvements.By building a rich customer database and using the information effectively, you can improve satisfactionwith your services, retaining customers and building loyalty.

You will be able to comply with legal and regulatory requirements and with current best practice. We providebusiness continuity support and disaster recovery services that help you plan resilient solutions to meetyour needs.

Serving customers

Serving citizensCitizens have become more sophisticated in their demand for access to services and information in thepublic sector. Their expectations are determined by the choice and convenience that commercial customerservices increasingly offer them. You must match these standards at optimal cost and efficiency andmaintain all the necessary security and privacy protections to build a citizen-centric organisation.

We will work with you to analyse and map real citizen information onto a multi-channel model, identifyingwho is calling and why. We then suggest the most appropriate resource and channel, including self-servicewhere it makes sense. We ensure the route to the channel is effective and help optimise how service is delivered.

We can assist with seasonal and other volume fluctuations including support for campaigns and initiatives.We will also help you prepare for unexpected disruptions with contingency planning and support services.

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Serving customers, serving citizens

• Offering people a choice of channeldepending on the transaction

• Offering improved access – 24-hour serviceson voice and web

• Using customer and citizen data to defineand drive service improvement

• Managing seasonal and other peaks andtroughs in demand

• Innovative action – proactive customer andcitizen care and courtesy calling.

For more information call 0800 400 451 or contact your Account Manager

The National College for School Leadership

The College wanted to use technology to transform the way inwhich school leaders learn, and chose BT as its partner. BT helpedto create the Learning Gateway, which offers a range of learningcontent and activities via NCSL’s web site. The Learning Gatewayquadrupled its users in the first year to over 20,000 people, andwon an award of excellence at the e-Government National Awards.

Technical notes

BT developed the portal and the content management systembehind it, working with partners to design user interfaces and to bring together many different applications and elements of learning content. A Learning Management System – alsodesigned by BT – helps participants to track progress, navigatethe material and personalise their learning. BT hosts the serviceand provides support to the College and its end users througha dedicated helpdesk.

“With BT’s help and their understanding of the educationenvironment, we have been able to use proven technologies in a unique way to deliver coherent blended learning programmesthat are more flexible, more accessible and better suited toeach individual participant.”

Jonathan Dale, Assistant Director of Online Learning,National College for School Leadership

Case Study

BlackBerry

For its staff on the move, BT needed to find an affordable solutionthat would increase productivity and effectiveness. Unrestricted,secure, mobile email access was top of the agenda, along withaccess to a range of business applications including phone,corporate data, internet, SMS and personal organiser software.BlackBerry gives BT staff secure access to critical informationwherever they are, right around the clock.

Technical notes

The BlackBerry Wireless Handheld runs over a GPRS datanetwork, alongside the existing GSM infrastructure. Easy to useand manage (about the size of a pack of playing cards), it offersfeatures such as a calendar, address book and back-up utilities.With full voice and email functionality, BlackBerry is ‘always on’and always ready to receive messages.

“I spend a lot of my time travelling. BlackBerry is possibly mymost important piece of kit, definitely equal to my laptop. It’sbeen a godsend to me – I feel that I’ve reclaimed part of my life.”

Paul Coles, Mobility Channel Development, BT

Case Study

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Enabling your workforce

Transforming connectivity

• Enable mobile employees

• Improve email management

• Automate the field force

• Move away from office based working

• Enhance collaboration and e-Learning

• Improve asset tracking.

For more information call 0800 400 451 or contact your Account Manager

Take advantage of the potential of IT and communications to improve how your workforce connects withyour customers and your own organisation. Help your people stay in touch, wherever they are, and providethe support they need using the devices they prefer.

Your employees need access to your information whether they are at their desks, on the move or workingfrom home. They need to be contactable by colleagues, partners and suppliers and to work collaboratively,sharing information in real time.

Working remotely saves time, cuts costs and improves productivity. You can:

• Work on the move

• Improve space utilisation

• Reduce cancelled appointments

• Reduce travel costs

• Reduce impact of disruptions

• Improve access to online training

• Improve field force productivity.

But growth in connectivity also requires a strengthening of access controls and verifications, complexinterworking between systems and a future-proofed strategy to ensure this is delivered cost effectively.

BT has a wide range of capabilities and experience based on our own practice. Our email system has107,000 users around the globe. We manage 100,000 desktops, 50,000 remote end-users and handle 1.4 million service calls per year. Our field force of more than 20,000 is automated, delivering a hugeincrease in productivity. As a result of our own flexible working programme, we have also made significantsavings in property costs.

In the digital networked economy, systems and applications need to be immediately available to everyone, wherever they are.Work becomes a thing you do, not a place you go.

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Portfolio

• Secure IP extranets – extend access to yourVPN safely throughout the organisation andto partners and suppliers

• Messaging and collaboration – manage an‘always available’ email system effectively

• Converged Data Centre Services – houseapplications near your IT support locations or let BT manage them for you.

For more information call 0800 400 451 or contact your Account Manager

Extended organisations thrive on the close relationships that develop

between partners and suppliers. Sharing access saves time and money

and speeds up the supply process. Customers benefit too from speedy

self-service access to accurate information and online processes.

The continuing growth in global connectivity and the emergence of open standards means that the cost of inter-company transactions has decreased dramatically. Where something can be done electronically,it can now be done much more cost effectively and more quickly than by any other means. The increasein bandwidth also means that even large volumes of data can be easily and securely exchanged across any distance at any time.

The benefits of the extended organisation include:

• Streamlining the supply chain – working electronically with customers and suppliers can drive down your costs and time to market

• Enhancing security – structured and managed interfaces improve information flow and reduce exposure to external threats

• Sharing knowledge – use collaborative tools for working with partners and suppliers

• Enhancing market position – reduce costs and increase flexibility.

BT offers secure Internet Protocol (IP) connectivity so you can share information and work with your clients,partners and suppliers, reducing procurement costs and speeding decision-making and delivery. The demandfor collaboration is matched by a demand for flexible access by a range of devices: BT can help you worktowards a single, converged network for all your needs. If necessary, BT can provide you with a variety of converged data centre services to take the worry out of the shifting boundaries between differentapplications and technologies.

Extending your organisation

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Case Study

Working togetherWorking in partnership is the key to success in the digitalnetworked economy. BT can help with the networks, systemsand services your organisation depends on to work effectivelywith your customers, your partners, your suppliers and your workforce.

Call your BT Account Manager and see how our expertise and innovative approaches can help you integrate your business operations and reduce your costs.

Alternatively you can call us direct on 0800 400 451to arrange an appointment.

Further informationFind out more about the digital networked economy online at www.bt.com/networkedIT

Read our white papers to understand more or log on to a range of multimedia seminars and online presentations at www.bt.com/insights to keep up to the minute withdevelopments in the IT and telecommunications industry.

Guy’s and St Thomas’ NHS Foundation Trust

The unified Trust inherited outdated systems and a splitidentity, with different phone numbers for its two majorsites. Creating an integrated system, a single phonenumber and new contact centre were business priorities.

An integrated IP telephony infrastructure has greatlyimproved service to the Trust’s patients, and reactiontimes are far quicker. Operational savings and efficienciesare already being seen and there are more to come.

Technical notes

BT provided a Nortel-based IP telephony infrastructure,integrating Voice over IP (VoIP) and Time DivisionMultiplexing-based traffic across a single platform. High-speed circuits link the Trust’s sites and calls cominginto both sites are handled at the St Thomas’ contactcentre. About 60 per cent of calls are now direct. Staffmake good use of the several thousand voicemail boxes,and doctors and managers can rely on messaging servicesand emergency call procedures.

“The Trust went through a rigorous selection process andchose BT because it put forward the best proposal at theright price. Now we have a hybrid system that provides us with the ability to migrate over time to a converged,fully IP solution.”

Mike Smith, IT Training and Communications Manager,Guy’s and St Thomas’

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The telecommunications services described in this publication are subjectto availability and may be modified from time to time. Services andequipment are provided subject to British Telecommunications plc’srespective standard conditions of contract. Nothing in this publicationforms any part of any contract

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