Simplifying the network platform alone is not enough. BT also needs to transform the systems to manage the network and the business. Our current network is managed by around 1300 different applications, each doing an important job in delivering the overall service to customers. This is another area of cost efficiency that we are addressing and already over 600 BT systems have been decommissioned.
But 21CN is also about improving the customer experience. One of the key objectives behind 21CN is to give the customer more direct control of their experience. This will be delivered by empowering customers to interact directly with the infrastructure, rather than always having to call BT to add, amend or change the scope of their service.
Delivering customer empowerment requires a new approach to the systems behind 21CN. In five years from now, we believe that eight in every 10 customer interactions will be direct with the infrastructure, delivered without the need for intervention by BT. This will be good news for those who want to manage their communications services themselves. For others, BT will continue to provide the support they require.