The public information campaign to communicate about the process of

migration to BT’s next generation networkVersion 13 – 03 October 2008

Information correct at time of publication.

Please note that the latest version of this presentation can always be found in the toolkit section within the communications area of the Consult21 website – www.btwholesale.com/consult21

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Background

• BT is upgrading its voice, broadband, and ISDN lines to a next-generation network (NGN).

• An NGN is an intelligent, future-proof network based on Internet Protocol (IP) technology capable of delivering communications services that will meet customer requirements in the coming decades.

• Customers may experience some minor service interruptions at the point of migration to the NGN.

• Industry agreed to communicate the migration to ensure any end user disruption is minimised and to provide useful background information.

• The communication is being managed by a Working Group comprised of representatives from Communication Providers (CPs), resellers and industry associations.

• Ofcom is involved in and supportive of this activity.

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Who will we be affected by the process?

• All customers with BT based voice, broadband or ISDN lines will be switched-on to the new network.

• BT delivers network services to over 700 telecoms suppliers that provide phone, internet and mobile services to customers across the UK.

• As a result, even though consumers may not be a direct customer of BT, their services may still be carried over the BT network and therefore could be affected by the migration of the network.

• Calls by mobile or cable customers to lines which are being switched-

on may be affected by service interruptions.

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Who isn’t affected by the process?

• Cable customers and Kingston Communications customers in East Yorkshire will not be affected.

• Mobile networks are not affected by the switch to the new network.

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What is switched-on?

• Switched-on is the name of the programme of public information to communicate BT’s migration to a NGN.

• Switched-on is not commercial in any way and is not designed to give any single provider a competitive advantage. It will not communicate any new services or benefits enabled by the new network for BT or any other CP.

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The aim of switched-on• To create awareness with consumer and SMEs (over 250 employees)

end users about the migration and communicate details of service interruptions and minor changes to services.

• To ensure that customers are positively informed about the migration process and feel a sense of reassurance.

• To build a sense of anticipation for what the new platform will enable.

• To be inclusive and representative of the whole industry: not to create competitive advantage for any CP.

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Multi-site corporate businesses and the public sector• Service providers have requested that they communicate

with their multi-site corporate businesses and public sector customers across the UK.

• The industry working group has worked on materials covering the practical process of migration to BT’s NGN to help with the communications processes to these large organisations.

• There is now an area in the switched-on website for corporate businesses and public sector organisations to provide overview information on the process.

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Creating a brand for migration communication

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End user communication collateral

Residential

SME

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Website

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The communications toolkit • To ensure CP generated communications regarding the new network

and the process of getting switched-on are consistent across the industry, a comprehensive toolkit of collateral and guidance has been produced.

• Contents include:

– Artwork and brand guidelines including copies of the logo.– Downloadable banners for websites.– Practical process information for service providers.– Call centre team briefing information.– Key message documents for publications.– The latest version of this presentation.– Q&A documents.

• The latest toolkit materials can be downloaded from the communications area of the Consult21 website and will be added to over time at www.btwholesale.com/consult21

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Reseller communications programme• BT is committed to a programme of Industry Consultation (Consult21) in respect to

the planned implementation of its 21st Century Network (21CN).

• Consult21 is designed to ensure the 21CN meets the needs of its users and to stimulate an exchange of ideas and feedback from the Industry on the 21CN vision and progress made.

• Whilst this customer engagement has been focussed on Communication Providers (CPs), we recognise that resellers are an important part of the market and should also be informed and engaged with.

• A Reseller communications sub-group was formed in January 2007, co-chaired by– Michael Eagle, FCS (co-chair)– Wendy Moir, BT Wholesale communications (co-chair)

• The aim of the subgroup is to ensure that resellers are provided with a number of opportunities to receive essential information and support relating to BT’s next generation network programme.

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Reseller communications programme activities

• Switched-on presence at selected industry events.– Speaker slots, stands, show materials.

• Offer made to CPs with reseller channel for own reseller events.

• Knowledge building webcalls on the programme.• Reseller newsletter and database/mailing list for

regular programme updates.• Editorial/advertising in key reseller titles i.e. comms

dealer to build further awareness.• Access to switched-on communications toolkit• Reseller area in Consult21 website.

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Reseller newsletter

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How to register

Link to 21CN website

Link to Pathfinder description on21CN – page to be created

Link to switched-on website

2nd link to registration

Email the editor with comments

Link to unsubscribe

Links to relevant websites

Registering for information

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Proposed resellers registration format look and feel

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SOURCES OF FURTHER INFORMATION• Information and support for communication

providers on the 21CN programme:http://www.btwholesale.com/consult21

• The independent public information website covering the process of migration:http://www.switchedonuk.org

• For general information about BT’s 21CN programme go to:http://www.btplc.com/21CN/

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Answers

Questions