SpringOne Platform 2019 Session Title: BT's Transformation Journey to a Human-Centered Service Organization Speaker: Tom Hamilton, Senior Software Engineering Manager, BT; Dr. Rajesh Premchandran, Director, BT Youtube: https://youtu.be/M9LjG369_p8

1. BT’s Transformation Journey
Rajesh Premchandran and Tom Hamilton

2. Who we are
The world's oldest communications company, dating back to
1846.
173 years later, we’ve rolled out UK’s first 5G network.
We use the power of communications to make a better world.

3. Our businesses
Consumer –
30 million
customers
Enterprise –
1.2 million
businesses
and 1400
CPs
Global – 180
countries
Openreach-
network of
173 million
km and 28m
premises
3

4. Key Challenges
Technology
advancements
Shifting
consumer
demands
Burgeoning
content
consumption
Need for business agility

5. British Telecommunications plc 2019
Strong
Partnerships
Automation
Shift to
Agile
Human-centred
service design
Digital BT
& insight driven
culture
Leadership,
culture &
mindset
PaaS
Basecamp
IT Evolution
“This is more than a technology play; we are
fundamentally shifting to a human-centred, service-
orientated mindset.”
To achieve Da Vinci, we must conquer several ‘peaks’
Op & Org
Models
Employee
Services
Operational
Excellence
QA
Transformation
IT Vision
#Da Vinci

6. Leaders walk the talk….

7. Focus on ways of working…..

8. What does it mean for developers?

9. Canvas – BT’s PaaS Service based on Pivotal Platform

10. Canvas – BT’s PaaS Service based on Pivotal Platform
An employee crowd sourced name for our platform which raised awareness

11. Canvas – BT’s PaaS Service based on Pivotal Platform
• Canvas Platform Team
Software Engineering Squad, 100% Dedicated, Product focussed, upskilled in Cloud Infra

12. Canvas – BT’s PaaS Service based on Pivotal Platform
• Canvas Platform Team
• Canvas Cloud Enablement Team
Enabling app teams, Cloud Native experts, using HCD techniques, frictionless adoption

13. Canvas – BT’s PaaS Service based on Pivotal Platform
• Canvas Platform Team
• Canvas Cloud Enablement Team
• Business Unit Cloud Native Ninjas
Trained some top engineers in each Business Unit, evangelists for Cloud Native

14. Canvas – BT’s PaaS Service based on Pivotal Platform
• Canvas Platform Team
• Canvas Cloud Enablement Team
• Business Unit Cloud Native Ninjas
• Application Transformation
Pivotal run App Tx engagements, created excitement, delivered to Dev & Test only

15. Canvas – BT’s PaaS Service based on Pivotal Platform
• Canvas Platform Team
• Canvas Cloud Enablement Team
• Business Unit Cloud Native Ninjas
• Application Transformation
• Marketing Campaign
Multi dimension marketing, Show and Share sessions, roadshows, demo’s, social media comms

16. Canvas – BT’s PaaS Service based on Pivotal Platform
• Canvas Platform Team
• Canvas Cloud Enablement Team
• Business Unit Cloud Native Ninjas
• Application Transformation
• Marketing Campaign
• Wiki and Cookbook
Created an ever evolving body of knowledge for the everyone to collaboratively improve

17. Canvas – BT’s PaaS Service based on Pivotal Platform
• Canvas Platform Team
• Canvas Cloud Enablement Team
• Business Unit Cloud Native Ninjas
• Application Transformation
• Marketing Campaign
• Wiki and Cookbook
• App backlog creation and prioritisation
Curate, groom and prioritise based on Value, Skills and Tech Enablers

18. Key takeaways for anyone embarking on this journey?
Building a strong platform team
• Platform Dojo
• Automated and reliability mindset
• Dedicated Product Manager
• Agile Ceremonies
Ways of Working
• Pairing
• Human Centred Design
• Automate everything!
• Documentation
Strong relationships – don’t delay!
• Security
• Infrastructure/Cloud IaaS
• Application Teams

19. Today, the future and beyond…
October 2019 October 2020Viral growth

20. 20

21. 16/10/2019© British Telecommunications plc