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Accountability

OEB Top Level Flash Results

January 2011

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Response rates pan BT

• Survey Open:. 19 Jan- 3 Feb• BT responses: 28,605 (59%)• BT Operate : 5605 (69%)

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EEI has slightly increased to 3.55 (3.54 Q3)• 5 Business Units see a positive shift

• PCI has stayed the same at 3.76 (3.76 Q3)• 6 Business Units see a positive shift

There was a statistically significant improvement in the following items:

• Senior leaders (all items)

• I have a good work life balance

• People are treated with dignity and respect (which is usually a good indicator for B&H)

• I think my performance on the job is evaluated fairly There was a statistically significant decrease in the following items:• My manager helps me give  my best performance

• Since I was last surveyed I’ve received praise or recognition for doing good work

• Helpful – we go out of our way to make a difference

Items that have improved this Quarter• How often do you have 121’s with your manager?

• I think my performance on the job is evaluated fairly

• Communicate openly about our progress

Headlines

Finance has also seen the greatest shift in PCI 3.95 (3.78 Q3)

Finance has seen the greatest shift in EEI 3.69 (3.57 Q3)

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Highs, lows and movements

Highest scoring questions:• I believe our Super-fast broadband offering is essential for the future

• Helpful - We go out of our way to make a difference

• BT is where I would like to continue working, for at least the next 12 months

*Lowest scoring questions: • Things are changing for the better in my business unit

• Inspire me about the future of the company

• Our senior leaders are making the right decisions to make BT a better business.*Same as last Quarter

Most significant increases• How often do you have 121’s with your manager (+0.54)

Most significant declines• Since I was last surveyed i’ve had praise or recognition for doing good work (-0.08)

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Detailed summary

1. EEI & PCI breakdown by business unit

2. Top level section results

3. Bullying & Harassment

4. Next steps

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EEI has seen a slight increase with PCI remaining the same as last quarter

Overall as engagement has improved for most LoB’s. *BT EEI = 3.61 (3.59)*BT PCI = 3.77 (3.75)

EEI & PCI summary January 2011

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EEI & PCI summary January 2011

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My Job - 3.61 (+0.01)Highest: I know what is expected of me to help BT to be number one for customer service 3.94 (+0.02) Lowest: I have a good work-life balance 3. 21 (+0.06)

Most significant change I have a good work-life balance 3.21 (+0.06)

My Team - 3.63Highest: *People are committed to doing quality work 4.07 (+0.00)Lowest: *We are speeding up and simplifying the way we work 3.06 (+ 0.03)

Most significant change: People are treated with dignity and respect 3.46 (+0.05)

Our Values - 3.89 (-0.02)Highest: *Helpful - We go out of our way to make a difference 4.15 (-0.04)Lowest: Inspiring – we do things that excite and amaze 3.58 (-0.03)

Most significant change: Helpful - We go out of our way to make a difference 4.15 (-0.04)

My Manager - 3.70Highest: *My manager works with other managers across the business 4.04 (-0.01)Lowest : *I believe that when change happens it happens for the right business reasons 3.01 (-0.00)

Most significant change: I think my performance on the job is evaluated fairly 3.33 (+0.17)

Top Level Section Results

*Same as last Q

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Senior Leaders - 3.20 (+0.14)Highest: *Communicate openly about our progress 3.42 (+0.16)Lowest: *Inspire me about the future of the company 2.96 (+0.13)

Most significant change: Communicate openly about our progress 3.43 (+0.16)

BT - 3.68 (+ 0.02)Highest: *BT is where I would like to continue working, for at least the next 12 months 4.12 (+0.01) Lowest: *I am extremely satisfied with BT as a place to work 3.32 (+0.03)

Most significant change: At BT we conduct our business in line with our code of ethics 3.88 (+0.05)

Hot Topics - 3.52Highest: I believe our super-fast broadband offering is essential for the future growth of the co 4.29Lowest: *Things are changing for the better in my business unit 2.88 (+0.08)

Most significant change: Things are changing for the better in my business unit 2.88 (+0.08)

Local Questions - 3.50 Highest: *I understand what is expected of me to be successful in my job 3.91 (+0.01) Lowest: *I feel comfortable approaching senior leaders in BT Operate with feedback either directly or through the channels that exist 3.18 (+0.02)

Top Level Section Results

*Same as last Quarter

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Bullying & Harassment

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Cascade process and Line Manager activities

Reports distributed:• OEB Reports will be sent direct to Board Member 9/10 February • Reports available to CARE/HR Leads @ 11 February• All Manager - @ 15 February

Expectations of managers: • Read report promptly• Share report with team • Have a conversation with their team about it!

Support provided:• Guide to CAREagile & engagement • Guide for discussion with team• Education calls

– Help sampled managers understand their data & engage in discussion with their people – Useful links on all CAREagile Reports– Podcasts

OEB conversation:• We have a 30 /45mins conversation planned for the 17th Feb

Next steps

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Accountability

OEB CARE Agile

Qualitative discussion

Chris Jullings / Yasmin ChiuNovember 2010

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Appendix A