CDSS Overview

Central Business Services

overview
BT Global Services and BTGS
Portfolio
CDSS Overview
CDSS Towers and their linkage

British Telecommunications
plc

 Respect
Participate & learn
Ask questions
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Adhere to timelines

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CBS Central Business

Services

Why CBS was formed

BT Group
Central Business Services has been created
to simplify the way we work and
give clear remit for delivering a shared service strategy in BT

Sumit Mitra
Managing Director,
CBS
For more information visit : https://intra.bt.com/bt/group/cbs/Pages/index.aspx
British Telecommunications
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Confidential - For

CBS Functions
Central Business Services (CBS)
Finance and
Accounting
(F&A)
Accounts
Payable
Accounts
Receivable
General
Ledger
Treasury
Reporting &
Analysis
Contract
Accounting
Business
Finance
Procurement

Lead-to-Cash
(CDSS)
Billing
Service
Request Mgt.
Project Mgt.
Commercial
Inventory Mgt.
3rd Party
Contract
Admin
Resource
Reconciliation
Business /
Commercial
Management
MI Reporting
and Analytics
Contract
obligation Mgt.
Ad Hoc

Umbrella organization
customers

Customer
Management
& Contact
Centers

Contact
Centre
services
spanning
multiple
functions with
multi-channel
customer
support For
example:
Sales offline
and Provision
back-office
fallout
management
Digital Care
e.g. E-Chat for
Billing and
Repair
Voice services
Fault
Hard-wired
management
providing
business
Network
records

Procurement
Services
Global
Procurement
Operations
Centre
Global
Tendering
Auctioning
Reverse
Auctioning
Contract
Amendments

Trouble to
Resolve (T2R)
Network
Operations
Centre (NOC)
In-Life L1, L2
Support
Service Desk

TDA
Service Design
/ Portfolio
Design /
Network
Design
SOC
Firewall
Configuration
and changes

Dotted line
services to external as well as internal BT

24/5 work-load balancing and business continuity

Technical
Design
Security
Operations

Creating an environment for

Best in Class Transition and Business Assurance practices
success

British Telecommunications
Support
UK, AMEA, Rest of Europe, US & Canada geographies
plc

Confidential - For

CBS strategy on a page

British Telecommunications
plc

Confidential - For

BT Global Services Overview

Our purpose, goal and strategy.

We use the power of communications to make a better world. We bring together the best
networks and technology, with the expertise of our people, making connections, creating
new possibilities and developing services that our customers value.
Our purpose
Our goal

To use the power of communications to make a better world

Growth to deliver sustainable profitable revenue growth

Our strategy

Broaden and deepen our customer relationships

Deliver great
customer experience

Differentiated
content, services
and applications

A healthy
organisation

GS Playbook.

Best network
in the UK

Invest for
growth

Fully converged
service provider

Best place to work

Transform
our costs

Market
leadership in
all UK segments

Focus on
multinational
companies
globally

Who are we

10

GS Playbook.

Who are our customers

We serve 5,500 multinational companies (MNCs) and organisations
headquartered around the world, as well as major private and public
sector customers outside the UK.

c.70% of our revenue

is from MNCs.

c.70% of our revenue

from customers served
in
more than one region
(UK, Americas, AMEA
or continental Europe).

Our global account

management allows us
to sell and deliver our
portfolio across all
geographies, with local
customer relationships
coordinated within a
global approach.

11

GS Playbook.

Our multi-country model

We focus our infrastructure and sales and service teams in our 20 largest
country markets, which generate more than 90% of our revenue.

Were a global business, serving

multinational customers globally. But
we make choices about our
geographic presence.
We have adopted a multi-country
model. We invest in BT people and
operations where the majority of our
customers are located and where
were best positioned for the greatest
return on those investments.
In other countries we use our
partners and their local resources to
extend our geographic reach and
deliver our sales, service and network
capabilities to our customers.
Whether our customers operate
in one country or many, they all
benefit from our global portfolio
expertise and service capability.
12

GS Playbook.

Global Services organisation chart as of 1 April

2016
Luis Alvarez
CEO, Global Services

Corrado
Corrado
Sciolla
Sciolla

Bas
Bas
Burger
Burger

Ashish
Ashish Gupta
Gupta

Kevin
Kevin
Taylor
Taylor

UK
UK
Continental
Continental
Europe
Europe

Americas
Americas

Global
Global Banking
Banking
&
&
Financial
Financial Markets
Markets

AMEA
AMEA

Mark Hughes BT Security

Ian Duerden Global Customer Service
Chet Patel Global Portfolio and Marketing
Chris Cochrane CIO Global Services
Deb Lee HR & Internal Communications
Richard Cameron Finance & Commercial
Liz Walker Legal & Regulatory
Maria Grazia Pecorari Strategy & Transformation

Market
Market Unit
Unit

13

Security
Security

GS Playbook.

Service
Service

Professiona
Professiona
ll Support
Support

For detailed GS Org chart refer to :

https://intra.bt.com/bt/globalservices/Pages/who_we_are.aspx

Business Managers and Contract

managers are a part of the Market
Units

GS Leadership team

14

GS Playbook.

Our strategy is delivering results for our

customers

We help a growing number of our customers

address their cyber security needs.

More and more customers are outsourcing the

management of their network to us, integrating the
services of 3rd party network providers.

We help our customers communicate better

with their customers, employees and suppliers
with our One and Contact portfolio.

Our customers are trusting us to transform and

run their IT as they choose hybrid cloud from BT.

And were winning more customers than ever from the competition, including AT&T,
Vodafone, Telstra and Telefonica, Brasil Telecom.

15

GS Playbook.

A selection of our customers

For16
Internal
only British Telecommunications plc
GS use
Playbook.

Our solutions

17

GS Playbook.

For more information visit : http://www.globalservices.bt.com/uk/en/products

Our solutions

18

GS Playbook.

For more information visit : http://www.globalservices.bt.com/uk/en/products

Our solutions

19

GS Playbook.

For more information visit : http://www.globalservices.bt.com/uk/en/products

Our solutions

20

GS Playbook.

For more information visit : http://www.globalservices.bt.com/uk/en/products

Our portfolio strategy: Cloud of Clouds.

We want to be the leading cloud services integrator, and help our customers globalise and digitise their
businesses.

12 platforms.
SIP in 75 countries.
Single price BT One Cloud.
Global BT MeetMe with
Dolby Voice.
6m MeetMe conferences per
month.
10+bn minutes/year
Inbound Contact.
Over 400 Radianz
providers.
2000+ apps available over
Radianz cloud.
60+ apps and growing in
Apps from BT store.
Direct connections from
our global network to
major cloud providers.
Privately pre-connect
more than 200+ third
party data centres
globally and 30+ data
centres from third party
cloud
providers.
service
Internet Access in 190+
countries
and territories.
Internet VPN in 180+
countries
and territories.
30+ Internet on-net
countries.
150+ Multi Service Edge
PoPs globally.
No.1 supplier in the UK.

48 data centres; 22 cloud

enabled.
Connected all around the
world.

198 countries and territories.

4,900+ PoPs.
Ethernet access in 60+ countries.
Cloud Connect with built in
acceleration
and security.

We have around 5,500

customers and over 700,000
users benefitting from our Cloud
of Clouds technology in more
than 180 countries worldwide.
2,000 consultants drive IT
transformation globally.
4 global service hubs.
15 satellite service centres.
25 languages.
Single point of control to
manage cloud infrastructure,
apps and storage.

14 Security Operations
Centres and 2,500
practitioners globally.
Cloud Identity, Assure
Managed Cloud and
DDOS.

21

GS Playbook.

Link to vide
o

22

GS Playbook.
For Internal use only British Telecommunications plc

Contract Delivery Shared Services

Overview
Our success is through our
people

Who are we
Contract Delivery Shared Service (CDSS) is the convergence
and streamlining of similar functions within our managed contract
process to ensure that they are delivered effectively and
efficiently.
CDSS supports and manages the L2C business processes from
the customer request for service and ordering till billing and cost
control for all Contracts and Market Units in GS .

CDSS operates from regional hubs (India, UK, Hungary and

Malaysia) and can provide multilingual service and shifts
coverage as necessary.

The CDSS model is built on Service Towers, collectively

creating sustainable competitive advantage through flawless
execution strategy.

British Telecommunications
plc

L2C Process
Once a solution, service or product has been made available
for sale and supply,
Lead to Cash can begin.

Lead to Cash applies to all of our customers, whether they are

individual consumers, right through to enterprise customers.
British Telecommunications
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The CDSS model

Contract Delivery Shared Services is a business unit within Global customer service
providing a focal point for a step change improvement in the way our complex
contracts are won, set up, delivered and grown.

Customers
Up-skill

More time on
understanding P&L

P&L Management

Project
Management

P&S
D

Other
Capabilities

Contract
Obligation
Management

OR

Ad-hoc

MI Reporting

GCS

3rd
Part
y

Agile decision making

based on P&L

Resource
Reconciliation

British Telecommunications
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Commercial
Inventory
Management
(Cost
Assurance)
Query
Management

TSO

Client interface

Billing Support
(Revenue
Assurance)
Third Party
Contract
Administration
(TPCA)

Service Request
Management

The Factory

New Business

More time to resolve

client issues
effectively

How it all comes together

British Telecommunications
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The CDSS Organisational Model 13/14

British Telecommunications
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Experience and Global

Working
towards synchronised hubs with people, process & systems
Presence

Language delivery
capabilities
English

Hungarian

Italian

Mandarin

French

Japanese

German

Malay

Hindi

Cantonese

Spanish
British Telecommunications
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 British Telecommunications
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For Internal use only British Telecommunications plc

 British Telecommunications
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