Work Anywhere
Jonathan Brasnett
Head of Mobility
We understand the challenges affecting organisations …
Challenge Issue Impact
● High search and selection costs
Attract and ● Recruitment time, resources & training costs
retain talent ● Workplace flexibility is highly valued by are unnecessarily high
employees
● Increasingly want to decrease ● Overall sentiment towards organisations is
carbon footprints affected by „green‟ initiatives
Planning for
sustainability ● Seeking to provide the means for ● Governments are introducing legislation to
employees to balance their work-life mix enforce flexible working
● Delayed response times, potentially leading
● Increasing need to communicate locally and to lost customers and revenue
Increase
globally regardless of location
productivity ● Time is wasted accessing data and
● Limited remote access to corporate data gathering input for critical decisions
● Inefficient communications negatively ● Inconsistent customer service
Improve impact customer relationships
customer ● Customer relationships are damaged when
satisfaction ● Employees ability to communicate employees travel or are unable to respond
varies with their location or communicate promptly
● Expansion and growth is hindered as
● Increasing property and travel costs operating costs increase
Enhance cost
management ● Inefficient use of available communications
● High communications spend, unable to
infrastructure
save without affecting customer service
● Business continuity threatened by ● Disruptions result in lost time and
Improve unforeseen events and interruptions productivity
resilience ● Blurred network boundaries increase the
● Increasing mobility extends corporate
and security number of intrusion opportunities
network access into homes and mobiles
Flexible working requires the complexities of access, applications
and location to be matched with its benefits and drivers
Multiple devices Adopt Flexible working
GSM
Decrease carbon Footprint
GPRS Office
Global 3G Collaboration? Information?
Improve Agility
Device security Network security
E-Mail?
Enable work continuity Applications?
WAN
Ethernet Voicemail? Decrease travel costs
Voice?
Reduce property estate
LAN Campus
Home
PSTN Increase staff retention
Attract talent Wi-Fi
New work styles
Improve work-life balance Remote Sites Encourage collaboration
Our top-down approach to Flexible Working
People, process, property,
business needs & culture
Business needs & and benefits driven
Applications that directly support
Flexible Working
Technologies
that directly support
Technology & IT Driven
Flexible Working
Enabling
Infrastructure
Work Anywhere end-to-end Managed Services
Security
BT Work Anywhere BT Flexible Working
Quick Start Service Services
Secure
BT Unified Comms Remote Access –
& Collaboration
BT MobileXpress
Security
Security
BT Managed
BT Conferencing
Mobility Expenses
Vendor & Network Independent Flexible
Working Infrastructure
Security
The benefits of Flexible Working
• Conferencing facilities remove the need for journeys, saving
• Absenteeism is significantly reduced when people significant commuting and travel time
employees work flexibly. Typically more than 50%
• Flexible employees are more than 20% more
• Increased retention of talented staff productive than their office-based counterparts
especially post-maternity leave
• Property estate cost savings through
• A positive CSR approach influences optimising your property portfolio.
customer buying & partnering decisions Flexible Typical 30% reduction in office space
• CO2 emissions can be reduced
Working • High employee retention rate reduces
significantly. Homeworker footprint Benefits HR recruitment costs
half office based worker
• Travel cost and time savings. More than
• Less journeys drives a lower fuel use 20% of the workforce has a daily
(and costs) commute of more than an hour
• Employees always accessible, on the • Employees able to access customer
road, at home or at customer premises information from any location
We have deployed Work Anywhere solutions across BT…
The BT Workstyle project
BT has 73,000 flexible workers in the UK alone – 69 per cent of our total UK workforce – from senior
managers to contact centre employees
Additionally, 14,000+ employees work entirely from home and have proven to be 20 per cent more
productive than their office-based colleagues
What we did
Leadership from the top Clear policies & careful measurement
• Board-driven initiative with clear milestones • Policies and practices were clearly defined
• End-to-end approach with support from HR, IT and communicated
and CxO representatives • BT diligently collected the data necessary to
monitor and prove the business case
Cultural transformation Appropriate equipment and workspace
• From rewarding attendance to rewarding • BT employees have access not just to
contribution to the business and corporate applications but also a complete
to customers package of hardware and equipment to
create home offices
…achieving many benefits
• BT Conferencing removed need for 1.5M return journeys,
• Absenteeism reduced by 63% among saving BT people equivalent of 1,800yrs of commuting time
flexible employees
• Retained 1,000 UK employees over • Flexible employees 20% more productive
than their office-based counterparts
the last two years
• 58% of our customers say our • Property estate cost savings of €750M
positive CSR approach influences
their buying & partnering decisions
Work per year over the last 6 yrs
Anywhere • Travel cost savings for BT of €39M/yr
• CO2 emissions reduced by 58% in BT
between 1996 and 2006 • BT post maternity leave retention rate
is 96% vs. UK average of 47%, saving
• Reduced consumption of 12 million €7.4M/yr
litres of fuel a year
• Employees always accessible, even • Employees now able to access
when located at customer premises customer records from any location
*BT Workstyle project
Work Anywhere solutions successfully deployed …
“The fact that our sales people are now able to “We have stable and cost-effective services
“We wanted to work with a market leader. access the corporate network quickly and requiring low set-up and administration effort
We wanted to work with a company with easily, whether at home or abroad, means that delivers both cost saving and value to the
experience in delivering successful solutions they are more effective. The BT Remote business – which is a neat trick.
and we wanted to work with an organisation Access portfolio gives us a good foundation on The service requires minimal attention from
who would be able to understand our needs which to build our future communications my team and it is growing in popularity – it‟s
and the complexity of Siemens” strategy.” becoming a widely talked about success and
I like it.”
Ian Thomas Danny Walker Phil Gee – Global
Service Manager IT Infrastructure Manager Service manager for voice
"The new solution has allowed us to reduce “Our principal business driver was to ensure
“We chose BT because they could offer a
internal facilities management resources from that in the event of a major BCP event, such as
wide range of services but we also
two full time people to just a part of one a pandemic or disaster, the FT would be able
appreciate the way they see convergence
person‟s load. The technology environment to continue operating, without the need for
and they want to address mobility and
now supports people‟s roles whereas, before, employees to travel to any specific location.
other services such as conferencing and
our people struggled to work within the We also recognise the increasing demand for
other tools with a global approach”
constraints of the environment.” home working and flexible access to the
corporate network.”
Jean-François Le-Roux Roger Chappé de Léonval
Networks and IT Manager Edd Scrine - Head of IT
Infrastructure Manager Operational Strategy
"My number one priority was security,
secondly that the solution was stable and
reliable and lastly the user interface - it
needed to be simple and intuitive, just a
couple of clicks and the users connected -
BT MobileXpress met these requirements.”
Stéphane Dupuy
CTO
Westminster City Council
Flexible Working set to save Westminster City Council £3 million in under 2 years
Business Issue Solution
• Property cost reduction targets • BT Flexible Working Services
• Individual and team productivity improvements • BT Workstyle Managed Services
• Becoming an even more employer – Ability to attract and
retain experienced and valuable employees
• Implemented in collaboration between BT and Westminster‟s
Communications, HR, Property, Finance, IT and employee
representatives
Result
“Employees are increasingly demanding a work
• £3m saving in the first 18 months of project life balance that suits them and their lifestyle. I
• Less than 25% of employees working at City Hall will have a believe that that the FLoW programme is going to
permanent desk.
enable our people to achieve that balance,
• Targeting a 70% desk ratio – 70 desks per 100 peopleP
encourage the best of them to stay with us and
• 4,000 sq ft of space freed up on one floor at City Hall -Now attract high quality staff going forward. That‟s the
sub-let
added value we can look forward to, on top of
• A further three floors were freed in the second phase
property cost savings.”
• Programme provided 2,000 employees at City Hall with
refurbished accommodation - Paid for through property Graham Ellis
savings Director of Organisational Change
BT Field Force Automation Solutions
The Benefits
• Increases productivity
• Delivers service cost reductions
• Increases customer responsiveness Web Access
Internet
• Improves employee morale
• Enables sustainability and CSR Multi Channel
objectives
Contact Centre
Document
Management
Warehouse
& Parts
Mobile Fleet
& Inventory GPRS
/GPS GPRS/3G/
Wi-Fi
Mobile
Workers
• Centralised task scheduling of
engineers
• Efficiency Gains of up to 30%
expected
Mobile staff optimisation delivers a more
sustainable business
BT Field Force Automation solution helps Northumbrian Water drive
cultural change, improve productivity, and enhance customer service
Business issue Solution
Northumbrian Water‟s rate of business improvement BT Field Force Automation (FFA) technology and
was beginning to fall behind some of its competitors consultancy
The company understood that efficient work allocation BT recognised as one of the pioneers of FFA, having
and scheduling is a key driver towards lower costs used the technology extensively itself since 1994
A step change was required and FFA was the key
Result
“It was clear from the outset that FFA was not an
Engineer‟s job status and vehicle location now visible end in itself but an enabler for cultural and business
change within Northumbrian Water. It is already
Productivity increased by 10 per cent, from optimal job
apparent that the combination of technology,
allocation and a reduction in ineffective time
process rationalisation, and the greater visibility of
Driven mileage 20 per cent lower, reducing the jobs and the fleet are having a remarkable impact
company‟s carbon footprint
on our efficiency and effectiveness. BT is assisting
Productivity benefit from reduced paperwork and us greatly in this transition.”
information sharing Brian Olley
Full-scale roll out to 850 mobile operatives and 760 Work Management Programme Manager
vehicles Northumbrian Water
Summary
• Work Anywhere enables organisations to develop
and deliver a flexible working strategy, allowing
employees to work flexibly, securely and to more
effectively interact and collaborate with each other,
their customers and partners, irrespective of location
• Work Anywhere helps:
▬ Improve employee attraction and retention
▬ Develop a sustainable business and ensure legislative
and Corporate Social Responsibility compliance
▬ Increase productivity
▬ Improve customer satisfaction
▬ Enhance cost management
▬ Improve resilience and security
• BT Global Services has the proven skills and
capabilities to help enterprises create a more flexible,
agile, and productive organisation