Our vision & strategy

Our vision at BT is to be dedicated to helping customers thrive in a changing world. This means putting our customers at the heart of everything we do, and helping them succeed on their own terms. We must, and will, be the best. Our definition of 'the best' must be driven by our customers' perception of what we do.

In order to deliver our vision, we are following a consistent strategy.

Our strategy is to:

1. Driving broadband-based consumer services;
2. Being the “Brand for Business” for UK SMEs;
3. BT Global Services – a global leader;
4. The wholesaler of choice;
5. The best network provider

To deliver this strategy we are focusing on three priorities:

By making outstanding customer service a differentiator for BT, we will build on our position as a provider of networked IT services around the world, and as Britain's favourite broadband provider at home and in the office. By getting things right first time, we can deliver the most effective programme to improve customer service. At the same time we will drive down the costs we incur when things go wrong.

We will engage with our customers in three ways:

1. Concept to market - identifying a customer need, turning it into a new product or service, and launching it to market;
2. Lead to cash - making it easy for customers to do business with us, from first contact to final payment; and
3. Trouble to resolve - spotting problems and dealing with them quickly and efficiently.

BT is investing billions of pounds in a radical overhaul of its products, systems and processes - as highlighted by our customers' experiences. We are reshaping the way we do things from the outside-in.

21CN

Our open, global, real-time IP platform (21CN) will transform BT into the world's first global, software-driven services organisation. This unified, software-enabled platform will enable us to fulfil our customer needs faster and more efficiently, reducing time to market, eliminating duplication and reducing costs.

Re-usable capabilities enable us to create the innovative products our customers want, without the need to build them from scratch time and again. Our capabilities will be exposed as software services via software development kits, which can all work together to create new customer experiences.

Super-fast broadband (SFBB)

A new chapter in the broadband story is just beginning: we have recently announced plans to roll out fibre-based, super-fast broadband to millions of homes in the UK.

Our priority is to become customer champions. To truly place customers at the heart of everything we do, we need to move from working practices built around our convenience, to a faster and more standardised way of working. We need to act like a small company – moving quickly and easily. We need to be agile.

Our organisational structure and way of working is designed to help us focus on customers, speed, simplicity and collaboration. These are fundamental if we are to be number one for customer service.

We are changing our ways of working. We will all find it easier to deliver if we are clear about roles, accountabilities and governance, and have the skills to complete our tasks to the highest standard.