Business review

We are committed to increasing shareholder value by transforming our customers’ experience through service excellence.

• Introduction to the Business review
• Our operational structure
• Our strategy
• Outlook
• Lines of business
  • BT Global Services
  • BT Retail
  • BT Wholesale
  • Openreach
• Transforming our costs
• Improving customer satisfaction and service
• Acquisitions and disposals
• Regulation, competition and prices
• Relationship with HM Government
• Legal proceedings
• Resources
  • Corporate reputation and brand strength
  • Motivating our people and living the BT values
  • Research and development
  • IT Support
  • Property
• Our commitment to society
• Group risk factors

  Please see Cautionary statement regarding forward-looking statements.

  The Directors consider that the Report of the Directors has been prepared in accordance with the principles in the Reporting Statement on the Operating and Financial Review issued by the Accounting Standards Board.