Enhancements to Service Desk

December 2005

Dear Customer,

We are pleased to announce that, from 6th December 2005, BT Front Office Custom Assurance will be providing the 1st and 2nd Line Service Desk for BT Contact Central.

By utilising this new Service Desk we envisage the following benefits for our customers:-

• Implementation of a Service Management application which will allow the management and reporting of incidents against agreed service levels
• Customer interface to professional BT Service Desk staff
• The ownership of incidents by the BT Service Desk means that they will be proactively progressed through to resolutions, thereby reducing resolution time
• Transfer of knowledge to the BT Service Desk will deliver a quicker resolution of incidents
• Provision of on-line access to Service Management tool which will enable updates of all logged events
• The implementation of Service Management processes will enable the introduction of an end-to-end service model based on ITIL/BS 15000 principles

The attached presentation details the above benefits in more depth.

As part of this restructure, please find incident categories and Service Level Agreements also detailed in the attached document. You will see that there is clear clarification of incident type, and the associated time we aim to respond to your request and to resolve it.

Fault or question logging will continue to be via our existing toll free telephone number, 0800 389 0864, and e-mail address, contactcentral.support@bt.com. The international telephone number changes to +44 113 246 8694 from 08:00 GMT on 6th December 2005.

Please do not hesitate to contact the helpdesk if you require any further clarification on this matter.

Yours sincerely,

Louise Brown

BT Contact Central, Customer Service & Support