In ConfidenceBuilding a better business update

• MSL Organisation Model– Original Model

– Refined Model

• Why & How we are changing re-cap• The Refined Model – explained

Topics covered

Original MSL Operating Model

BTMSL

Virgin Media Ops (AQA3) KCOM Operations (AQA1) DNO Operations (AQA2) Harlequins Ops (AQA6)

Network Management

Plan & Build

Unique ServicesUnique Services Unique ServicesUnique Services

Head of Ops - Iain Hill

Phase 2 (Q2)

Field EngineeringPhase 3 (Q3)

Head of Service/Ops VM

Jon Matthews

Head of Service KCOM

Brian Stebbings

Head of Service/Ops DNO – Kelvin Ball

Head of Service/Ops Harlequins – James

Wadley

BTMSL Front DoorConrad Selwood

Performance & Reporting Head of P&R – Kelly Grellier

Phase 1 (Q1)

Head of KCOM Operations Phil O’Friel

Refined BTMSL Organisation Model

Operations

MSL Service ManagementService management

Vendor Management

Reporting Simplified

Demand Planning

Service Introduction & Change Control

Network Management

Operations

Plan & Build & Field Engineering

MSL Front Door Business Development

Contract Change & Bid FeasibilityIncremental Work Tracking

Contract Change & Product IntroductionNew Business Introduction

Lean ServiceOSS introduction & change management

Why are we changing?

END

Design the organisation to meet the needs of the customer• Multi-customer organisation, reflecting the services we provide

Drive up performance• Scalability and greater geographic spread

Increase future profitability

• Ease of on-boarding new contracts & demonstrable portfolio

Become the MNS provider of choice• Moving to an industry standard of Managed Services

In Commercial Confidence

How are we going to change?

People

We will invest in you, to grow your expertise• Detailed Learning Plan to enable multi-customer working

Process• Working with you to re-engineer our processes to ensure Lean

delivery of service across our business

Technology• We are investing in a multi-customer access solution which

will enable us to access any customer from any site.

In Commercial Confidence

MSL Operating Model

The focus on the model design so far has been on the Operationalteams and creating service streams in this area, outstanding wasthe review of the central functions which is now complete and hasbeen signed off by Mark Whitley.

At this time we also took the opportunity to review the Plan &Build & Field operations which had previously been separate, inorder to create greater accountability and alignment of the end toend processes we have brought these areas under one Head Ofposition.

Design the organisation to meet the needs of the customer• Multi-customer organisation, reflecting the services we provide

MSL Front Door – currently this function within MSL has mixed Focus andRemit, as it includes the Virgin Media Planning & Engineering team,project management and feasibility studies.

The refined model sees this function reverting to what MSL needs it to be in orderfor us to focus on growing the business, and being able to respond to theopportunities for incremental work on existing contracts and new business,focused on making assessments on capability, effort and availability in response torequirements coming into our business.

Central Functions Model

Increase future profitability

Service Introduction & ChangeCurrently this sits within the Front Door as some individuals project managing theintroduction of new services and incremental contract requirementsand handing them over to In-life operations. At the moment this process is ad-hocand mainly built around one individual contract.

The Service Introduction & change team will be focused on this end to endprocess, which will improve customer experience and reduce risk at operationalhandover as well as increasing the focus on successful business growth.This team will also be managing any major organisational change such as theBuilding a Better Business Program. In line with the BT Operate Lean program thisteam will also as an output of the BBB program introduce Lean Thinking andpractices.

Central Functions ModelIncrease future profitability

Process

MSL Service ManagementToday Service Managers work direct to the Director of MSL and independently ofeach other, performance, vendor management and service improvement is matrixmanaged across multiple teams.

This model creates greater focus on Service Management seeing proactive vendormanagement, service improvement and performance sat within a single group. The Head of this function will have single accountability for the performance andcost benefits of contracts across MSL.

Central Functions ModelDrive up performance

Increase future profitability

The next steps specific to the implementation of the Model are as follows:Comms• Engage CWU presenting the refined model and comms plan.

Implementation• Detailed scoping of the new roles within the high level structure• Sign off of new role descriptions• Determine terms and conditions for new roles• Advertise roles• Analysis of old v new structure to determine implications for existing employees • Determine options for existing employees• Agree appointments process

Next Steps