Business review

Over the past year we have worked hard to ensure that our customers are at the heart of everything we do. We have been focused on providing enhanced, value for money services that offer less complexity and more capability, flexibility and speed.

Introduction
Our vision
Our strategy
- Driving profitable new wave growth
- Defending our traditional business
- Transforming our networks
- Creating long-term partnerships
- How do we measure our success?
Transforming BT
Outlook
How BT is structured
- BT Global Services
- BT Retail
- BT Wholesale
- Openreach
- BT Design and BT Operate
Our customers
Major corporate customers
- Global operations
- Networked IT services
Consumer customers in the UK
- Broadband
- New entertainment services
- Support and security
- Traditional services for consumers
Business customers in the UK
- Broadband for business customers
- New services for business customers
- Wi-Fi in the community
Wholesale customers
- Managed network services contracts
- New wholesale products
- Traditional wholesale portfolio
- Openreach and the UK access network
Building our twenty-first century network
Keeping our costs down
Acquisitions and disposals
- 2008
- Post-balance sheet event
- Prior to 2008
Regulation and competition
- Regulation in the UK
- Pricing regulation
- Competition
- Other significant changes and issues
- Regulation outside the UK
Our relationship with HM Government
Legal proceedings
Our resources
- Our brand and reputation
- Our people
- Our global research and development capability
- Our IT systems and networks estate
- Our property portfolio
Our wider responsibilities
- Sustainability and corporate social responsibility (CSR)
- Being a responsible business
- Protecting the environment
- Promoting sustainable economic growth
- Helping everyone get a fair chance
- What are our CSR risks?
- CSR opportunities
Group risk factors
- Regulatory controls
- Competition in UK fixed-network services
- Technological advances
- Transformation strategy
- Major contracts
- Networks and systems failures
- Pensions

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.