BT Operate
BT Operate operates the networks,
systems and processes that will deliver BT's customer
experience right-first-time target of 95% by March 2009. Our CWU
members are key to the application of the stringent standards to
testing, planning, operating and monitoring our software-driven
services and networks.
Facts about BT Operate
- BT Operate is the heart of BT and consists of over 16,000 highly skilled service and technical professionals based in more than 50 countries, delivering service in over 170 countries.
- Serving 10,000 multi-sited organisations worldwide, including 3,400 multi-national companies; 80% of the FTSE100 companies; 90% of UK-headquartered financial institutions and 25% of the world's financial market traders across 51 countries.
- Operate makes 40% of the company's capital investment, and provides (in the UK) the infrastructure for other communications providers and for 10 million end user lines. BT Operate's service assurance team proactively manages 3,000 customers with an installed base of 155,000 routers and 100,000 voice switches.
Field Engineering
This 56,000 strong team supports both internal and external customers. Our members are involved throughout the life cycle of a network product from testing to in-life support.
It has a diverse range of responsibilities which include:
- Managing the satellite communications and subsea cable stations in the UK and overseas. This includes many domestic satellite TV customers worldwide
- Building and maintaining the core infrastructure for 20C and 21C networks across the UK
- Providing a wide range of home IT services, including support for BT Vision and other BT portfolio products
- Installing and supporting trading room systems in large corporations within the City of London and other UK cities
- Responsibility for safety compliance and governance across BT's international traffic
Our customers include most of the UK population and most of BT's international traffic.
Lead to Cash
This is the unit which takes orders from the Market Facing Units and process them for customers wherever they are in the world.
- Service Delivery enters most of them onto BT Operate's systems and manages them through to delivery to the customer, including passing them into maintenance and billing.
- The Service Integration team brings complex customers into BT, e.g. those that need significant customer migration and transformation. Once in BT, they become business-as-usual as soon as possible, managed by Service Delivery.
- Service Enablement team planners ensure there is enough network capacity for our customers' needs - not too much and not too little, as well as ensuring that there is enough space and power in buildings.
- The Carbon Management and Renewables team leads on reducing BT's carbon footprint, working towards an 80% reduction in BT Operate's CO2 emissions in the UK by 2016.
- Service Optimisation team is transforming processes and systems, on track to deliver right first time, reduce cycle time and order backlog.
- Service Operations team keeps the Lead to Cash business unit running smoothly.
End to End Test
The enabling unit for the successful launch of BT products and services from Concept to Market (C2M). Every time a launch or upgrade occurs on a BT product or service, E2E will test them to make sure it delivers what is required to meet the customer experience.
Business Operations and Transformation
Drives the transformation of Operate to achieve number one for customer service and provide support services. These support functions work on the things that are needed to run the business efficiently - tracking performance, matching people, numbers and skills to workload, and supplying administration support.
Human Resources & Communications
This is a team of around 150 who are responsible for learning and development, and for making sure all the people programmes line up, in particular with employee relations. They are also reponsible for liaising with the unions and works councils, performance management pay and recognition, diversity, and managing the relationship with Accenture HR Services. They also own and manage Operate wide communications - which includes the communications channels like the intranet, news and core briefs.
Finance
Provides expert Financial support to Operate's business units, focusing closely on the needs of internal and external customers.
The lead CWU Officer for resourcing and occupational issues, and particularly for members in engineering and technical functions is Brian Healy, Assistant Secretary.
Contact: bhealy@cwu.org
Personal Assistant : Marcia Lewis mlewis@cwu.org
Telephone: 0208 971 7248
Become a member of the CWU by filling out the following form - BT Application Form (Word - interactive)
and send to us at: joinunion@cwu.org or freepost to:
FREEPOST RRGT-GURE-TXHX
CWU Organising Department,
London, SW19 1RX
