BT Archives - SustainCase - Sustainability Magazine Insights on how you can protect the environment, maintain and increase the value of your company, through a structured CSR/Sustainability process with the use of the GRI Standards. Learn how Today's Best-Run Companies are achieving Economic, Social, and Environmental Success - and How You Can Too... Thu, 23 Feb 2023 09:48:30 +0000 en-US hourly 1 https://wordpress.org/?v=7.0.3 Case study: How BT promotes ethical business conduct https://sustaincase.com/case-study-how-bt-promotes-ethical-business-conduct/ Mon, 16 Sep 2019 12:27:47 +0000 https://ccprowebs.com/new-sustaincase.com/?p=10052 BT provides communications services solutions to customers in more than 180 countries, creating value for stakeholders by developing and selling products and services that are an essential part of modern life. Doing business ethically, while creating an open culture where people can raise concerns without fear of retaliation is, thus, a top priority. This case study is based on the 2018/19 Digital impact and sustainability report by BT published on the Global Reporting Initiative Sustainability Disclosure Database that can be found at this link. Through all case studies we aim to demonstrate what CSR/ ESG/ sustainability reporting done responsibly means. Essentially, it […]

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]]> BT provides communications services solutions to customers in more than 180 countries, creating value for stakeholders by developing and selling products and services that are an essential part of modern life. Doing business ethically, while creating an open culture where people can raise concerns without fear of retaliation is, thus, a top priority.

This case study is based on the 2018/19 Digital impact and sustainability report by BT published on the Global Reporting Initiative Sustainability Disclosure Database that can be found at this link. Through all case studies we aim to demonstrate what CSR/ ESG/ sustainability reporting done responsibly means. Essentially, it means: a) identifying a company’s most important impacts on the environment, economy and society, and b) measuring, managing and changing.

Abstract

Working ethically is highly important for BT, its customers, suppliers and shareholders.  Tweet This! Thus, everyone at BT is expected to follow the ethics code, which sets out BT’s expectations, to help its people make the right decisions. In order to promote ethical business conduct BT took action to:

  • implement an ethics code
  • build awareness
  • fight bribery and corruption
  • provide employees with a confidential Speak Up hotline
  • act on improper behaviour

What are the material issues the company has identified?

In its 2018/19 Digital impact and sustainability report BT identified a range of material issues, such as data/cyber security, network investment and innovation, climate change, customer experience, human/digital rights. Among these, promoting ethical business conduct stands out as a key material issue for BT.

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The reporting organization shall identify its stakeholders, and explain how it has responded to their reasonable expectations and interests.”

Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups BT engages with:

Stakeholder Group
Consumers
Employees
Suppliers
Socially responsible investors
Mainstream investors
Governments & regulators

How stakeholder engagement was made to identify material issues

To identify and prioritise material topics BT engaged with its stakeholders through day-to-day interactions by phone or in meetings, online discussion forums and focus groups.

What actions were taken by BT to promote ethical business conduct?

In its 2018/19 Digital impact and sustainability report BT reports that it took the following actions for promoting ethical business conduct:

  • Implementing an ethics code
  • BT’s ethics code sets out its expectations, to help its people make the right decisions. The ethics code is designed to be clear, simple and accessible, and explains how things are done at BT, how everyone works, how BT’s people treat each other and how everyone is expected to behave. It applies to everyone who works for, with, or on behalf of BT, anywhere in the world.
  • Building awareness
  • Everyone working at BT must complete annual training on BT’s ethics code, and 99.7% of its people did so in 2018-19. BT promoted the code as part of the launch of The BT Way, with leader videos, quizzes and news stories, and also encourages its leaders to lead by example and promote doing the right thing to their teams. Additionally, BT measures how engaged its people are on ethical issues as part of its employee survey, Your Say. In 2018-19 BT added seven new questions on ethics, in addition to the four already in the survey. In the latest survey, 86% agreed or strongly agreed that BT does business ethically, up from 83% the year before.
  • Fighting bribery and corruption
  • BT does not tolerate bribery or corruption in any form. BT’s anti-corruption and bribery policy makes this clear, and BT reinforces this message through mandatory annual training on its ethics code. BT also provides further training on anti-corruption to people working in higher-risk roles or environments. In 2018-19, over 27,000 of its people completed that additional training.
  • Providing employees with a confidential Speak Up hotline
  • If anyone is worried about an ethical issue, BT wants them to feel safe and confident to report it. Thus, in 2018-19, BT launched a new web page called Tell Us. This is a one-stop-shop with everything BT’s people need to know about how to report a concern or ask for help. They can report their concerns through BT’s confidential Speak Up hotline, anonymously if they prefer (subject to local laws). The hotline is also open to contractors and suppliers and, in 2018-19, 525 concerns were raised, approximately 9% more than in the previous year.
  • Acting on improper behaviour
  • In 2018-19 BT investigated concerns and took further action on 29% of the cases it closed, including disciplinary action, coaching or training, and improvements to its policies or procedures. The rest were unsubstantiated, duplications, follow-ups of existing cases, or redirected to more appropriate reporting channels. BT disciplined 231 employees as a result of ethical misconduct in 2018-19, and 98 left the company. The most common issue related to company vehicles, such as the unauthorised use of vans outside of company hours.

Which GRI Standards and corresponding Sustainable Development Goals (SDGs) have been addressed?

The GRI Standards addressed in this case are:

1) Disclosure 205-1 Operations assessed for risks related to corruption

2) Disclosure 205-2 Communication and training about anti-corruption policies and procedures

3) Disclosure 205-3 Confirmed incidents of corruption and actions taken

4) Disclosure 419-1 Non-compliance with laws and regulations in the social and economic area

 

Disclosure 205-1 Operations assessed for risks related to corruption corresponds to:

  • Sustainable Development Goal (SDG) 16: Promote peaceful and inclusive societies for sustainable development, provide access to justice for all and build effective, accountable and inclusive institutions at all levels
  • Business theme: Anti-corruption

Disclosure 205-2 Communication and training about anti-corruption policies and procedures corresponds to:

  • Sustainable Development Goal (SDG) 16: Promote peaceful and inclusive societies for sustainable development, provide access to justice for all and build effective, accountable and inclusive institutions at all levels
  • Business theme: Anti-corruption

Disclosure 205-3 Confirmed incidents of corruption and actions taken corresponds to:

  • Sustainable Development Goal (SDG) 16: Promote peaceful and inclusive societies for sustainable development, provide access to justice for all and build effective, accountable and inclusive institutions at all levels
  • Business theme: Anti-corruption

Disclosure 419-1 Non-compliance with laws and regulations in the social and economic area corresponds to:

  • Sustainable Development Goal (SDG) 16: Promote peaceful and inclusive societies for sustainable development, provide access to justice for all and build effective, accountable and inclusive institutions at all levels
  • Business theme: Compliance with laws and regulations

 

78% of the world’s 250 largest companies report in accordance with the GRI Standards

SustainCase was primarily created to demonstrate, through case studies, the importance of dealing with a company’s most important impacts in a structured way, with use of the GRI Standards. To show how today’s best-run companies are achieving economic, social and environmental success – and how you can too.

Research by well-recognised institutions is clearly proving that responsible companies can look to the future with optimism.

7 GRI sustainability disclosures get you started

Any size business can start taking sustainability action

GRI, ISEP, CPD Certified Sustainability courses (2-5 days): Live Online or Classroom  (venue: London School of Economics)

  • Exclusive FBRH template to begin reporting from day one
  • Identify your most important impacts on the Environment, Economy and People
  • Formulate in group exercises your plan for action. Begin taking solid, focused, all-round sustainability action ASAP. 
  • Benchmarking methodology to set you on a path of continuous improvement

See upcoming training dates.

 

References:

1) This case study is based on published information by BT, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original, please revert to the original on the Global Reporting Initiative’s Sustainability Disclosure Database at the link:

http://database.globalreporting.org/

2) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to BT: With each case study we send out an email requesting a comment on this case study. If you have not received such an email please contact us.

The post Case study: How BT promotes ethical business conduct appeared first on SustainCase - Sustainability Magazine.

]]> Case study: How BT helps customers cut carbon emissions https://sustaincase.com/case-study-how-bt-helps-customers-cut-carbon-emissions/ Mon, 24 Dec 2018 07:00:01 +0000 https://ccprowebs.com/new-sustaincase.com/?p=8483 As one of the world’s leading communications services companies, providing a variety of communications services to businesses and consumers, based in the UK but with customers in 180 countries around the globe, This case study is based on the 2015/16 Delivering our purpose Report by BT published on the Global Reporting Initiative Sustainability Disclosure Database that can be found at this link. Through all case studies we aim to demonstrate what CSR/ ESG/ sustainability reporting done responsibly means. Essentially, it means: a) identifying a company’s most important impacts on the environment, economy and society, and b) measuring, managing and changing. Abstract […]

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As one of the world’s leading communications services companies, providing a variety of communications services to businesses and consumers, based in the UK but with customers in 180 countries around the globe, BT seeks to use its technology to help customers reduce their emissions, contributing to global action on climate change.  Tweet This!

This case study is based on the 2015/16 Delivering our purpose Report by BT published on the Global Reporting Initiative Sustainability Disclosure Database that can be found at this link. Through all case studies we aim to demonstrate what CSR/ ESG/ sustainability reporting done responsibly means. Essentially, it means: a) identifying a company’s most important impacts on the environment, economy and society, and b) measuring, managing and changing.

Abstract

Layout 1

Abstract

Using its technology to tackle one of the greatest challenges of our time – climate change –, minimising not just its own environmental impacts but also helping others do the same, is a top priority for BT. In order to help customers cut carbon emissions BT took action to:

  • help customers reduce emissions through broadband
  • provide flexible working solutions
  • offer collaboration, audio and videoconferencing solutions
  • provide data centre and cloud solutions

What are the material issues the company has identified?

In its 2015/16 Delivering our purpose Report BT identified a range of material issues, such as privacy & data security, customer experience, network investment, business ethics. Among these, helping customers cut carbon emissions stands out as a key material issue for BT.

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The reporting organization shall identify its stakeholders, and explain how it has responded to their reasonable expectations and interests.”

Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups BT engages with:

Stakeholder Group
Customers
Employees
Government bodies
Investors
Non-governmental organisations (NGOs)
Suppliers

How stakeholder engagement was made to identify material issues

To identify and prioritise material topics BT engaged with stakeholders through day-to-day interactions by phone or in meetings, online discussion forums, focus groups, social media and participation in industry collaborations, online surveys and interviews.

What actions were taken by BT to help customers cut carbon emissions?

In its 2015/16 Delivering our purpose Report BT reports that it took the following actions for helping customers cut carbon emissions:

  • Helping customers reduce emissions through broadband
  • Broadband enables people to work from home or remotely (telecommuting) and save time, fuel and emissions from travelling to and from an office daily. Broadband also supports a range of technologies that remove or replace the use of physical products (dematerialisation) and the need to travel to get these products or access services (e.g. online news instead of newspapers, music and movie streaming that replace CDs and DVDs, and online services such as banking and shopping). In addition, superfast broadband makes telecommuting even easier for people, helping them make the change from physical to virtual products and services. Broadband also supports e-commerce, decreasing the need for physical shops.
  • Providing flexible working solutions
  • BT offers services that let staff work flexibly, like secure remote access to an organisation’s systems. Accordingly, desks can be shared as people aren’t all present at once, reducing the need for office space and cutting the amount of energy needed to power, heat and cool buildings. Flexible working also reduces commuting, offering people the opportunity to work from home. This can bring significant overall savings, even after taking into account the additional energy employees use to power, light and heat their homes when working there. BT also offers productivity solutions: Field Force Automation improves efficiency and productivity for organisations with staff travelling around to appointments during their working day (for example, sales teams, engineers or district nurses). Online services and automated scheduling mean employees don’t have to go to their base to get their call sheet in the morning and report in at the end of the day. Additionally, staff can be allocated to tasks near them to minimise travel, doing less mileage and fitting more visits into their day.
  • Offering collaboration, audio and videoconferencing solutions
  • BT’s audio and video conferencing services enable customers to meet remotely from anywhere, instead of travelling to meet up. In addition, BT offers organisations a single global network to support all communications – including voice, email, web and videoconferencing, as well as mobile devices – so that teams can work together effectively – whether sitting across a table, or across the world.
  • Providing data centre and cloud solutions
  • BT’s cloud services release organisations from the burden of having their own IT servers – which take up space and use energy on organisations’ premises. Instead, BT hosts their data and, by hosting such vast quantities of data, it can achieve economies of scale and reduce the energy required to power and cool its data centres. Additionally, BT makes data centres as efficient as possible, well above the industry average for energy efficiency.

Which GRI Standards and corresponding Sustainable Development Goals (SDGs) have been addressed?

The GRI Standard addressed in this case is:

Disclosure 302-2 Energy consumption outside of the organization

Disclosure 302-2 Energy consumption outside of the organization corresponds to:

 

78% of the world’s 250 largest companies report in accordance with the GRI Standards

SustainCase was primarily created to demonstrate, through case studies, the importance of dealing with a company’s most important impacts in a structured way, with use of the GRI Standards. To show how today’s best-run companies are achieving economic, social and environmental success – and how you can too.

Research by well-recognised institutions is clearly proving that responsible companies can look to the future with optimism.

7 GRI sustainability disclosures get you started

Any size business can start taking sustainability action

GRI, ISEP, CPD Certified Sustainability courses (2-5 days): Live Online or Classroom  (venue: London School of Economics)

  • Exclusive FBRH template to begin reporting from day one
  • Identify your most important impacts on the Environment, Economy and People
  • Formulate in group exercises your plan for action. Begin taking solid, focused, all-round sustainability action ASAP. 
  • Benchmarking methodology to set you on a path of continuous improvement

See upcoming training dates.

 

References:

1) This case study is based on published information by BT, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original, please revert to the original on the Global Reporting Initiative’s Sustainability Disclosure Database at the link:

http://database.globalreporting.org/

2) http://www.fbrh.co.uk/en/global-reporting-initiative-gri-g4-guidelines-download-page

3) https://g4.globalreporting.org/Pages/default.aspx

4) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to BT: With each case study we send out an email requesting a comment on this case study. If you have not received such an email please contact us.

The post Case study: How BT helps customers cut carbon emissions appeared first on SustainCase - Sustainability Magazine.

]]> Case study: BT’s policies and measures to make its customers feel secure while using its technology and confident that BT will respect and protect their personal information https://sustaincase.com/case-study-bts-policies-and-measures-to-ensure-its-customers-feel-secure-while-using-its-technology-and-confident-that-bt-will-respect-and-protect-their-personal-information/ Sat, 28 Jan 2017 10:03:25 +0000 http://sustaincase.com/?p=625 Telecommunications companies are a major target for cyber-attacks because they build, control and operate critical infrastructure that is widely used to communicate and store large amounts of sensitive data. As the UK’s number one broadband provider, keeping its own and its customers’ data secure, as well as protecting its customers’ devices, is a truly vital issue for BT. This case study is based on the 2014 Better Future Report by BT published on the Global Reporting Initiative Sustainability Disclosure Database that can be found at this link. Through all case studies we aim to demonstrate that CSR/ sustainability reporting done responsibly is […]

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]]> Telecommunications companies are a major target for cyber-attacks because they build, control and operate critical infrastructure that is widely used to communicate and store large amounts of sensitive data. As the UK’s number one broadband provider, keeping its own and its customers’ data secure, as well as protecting its customers’ devices, is a truly vital issue for BT.

This case study is based on the 2014 Better Future Report by BT published on the Global Reporting Initiative Sustainability Disclosure Database that can be found at this link. Through all case studies we aim to demonstrate that CSR/ sustainability reporting done responsibly is achieved by identifying a company’s most important impacts on the environment and stakeholders and by measuring, managing and changing.

Among a number of key material issues, keeping data secure and helping keep the internet safe, as well as respecting its customers’ privacy, is a matter of crucial significance for BT, as the UK’s number one broadband provider and for its stakeholders. After measuring and setting targets, BT took action to keep its network and customers’ devices secure, strengthen its ability to manage cyber-threats and raise data security standards. Also, in order to promote child safety online BT invested in filtering tools and developed new filtering services and programmes aimed at offering practical advice to both parents and children on online child safety. Last but not least, BT makes sure its employees understand the importance of its customers’ privacy through mandatory training, workshops and a consequence management system for violations of its privacy policies.

What are the material issues the company has identified?

In its 2014 Better Future Report BT has identified a range of material issues, such as climate change & energy, customer experience, pay & benefits, health and safety, fibre & Wi-Fi investment. Among these, online safety and privacy stands out as an issue of critical importance: in the digital age, staying one step ahead of potential cyber-attacks and using state-of-the-art technology to protect its own and its customers’ data, keeping customers’ devices secure, is key for any telecommunications company.

Stakeholder engagement in accordance with the GRI Standards

The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:

“The organization should identify its stakeholders, and explain how it has responded to their reasonable expectations.”

Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.

Key stakeholder groups BT engages with:

Stakeholder Group
Customers
Suppliers
Investors
Employees
Government bodies
Non-governmental organisations

How stakeholder engagement was made to identify material issues

BT regularly talks to people with a stake in its business to explain its approach and to understand what they expect of BT and how well they think it is doing. This takes place during its daily dealings with different groups, through online discussion forums, phone conversations, meetings, focus groups, social media and regular dialogue with expert membership groups, such as Business in the Community (BITC) and Chatham House. In 2013 BT introduced innovative techniques to crowdsource opinion to help the company incorporate more stakeholder views and greater analysis into its Better Future programme.

In 2013/14, BT sought additional stakeholder views by identifying and analysing public content from blogs, social media and online news sites, as well as on TV and radio. This technique gives the company a better understanding of issues that are important across all stakeholder groups and of who is influential in relation to those issues. BT monitors how these issues affect its business and Better Future programme, feeding the insights into its business decisions and materiality process. This analysis supplements more traditional stakeholder engagement such as meetings and focus groups to give BT access to a much broader stakeholder perspective.

In July 2013, BT ran its first online Better Future Forum, bringing together almost 200 sustainability experts from 22 countries to discuss the potential for business to make a positive overall contribution to the environment. A panel of 15 experts moderated by GlobeScan shared their thoughts and participants globally responded with almost 800 comments. Driven by these insights BT worked with WWF-UK, Forum for the Future, The Climate Group and leading UK and multinational companies to launch the Net Positive Movement, a diverse group working together to promote the Net Positive approach and encourage other businesses to focus on having a positive impact on the environment.

What actions were taken to make BT’s customers feel secure using its technology and confident that BT will respect and protect their personal information?

In its Better Future Report 2014 the following targets were set by BT regarding the protection of its own and its customers’ data, based on the Group’s approach to materiality – on taking action on what matters, where it matters:

  • Keeping BT’s network and customers’ devices secure

As well as protecting its own customers’ data, BT uses more than 70 years of experience to offer managed security services that help its enterprise customers protect their clients’ data. Its free advice and security software helps consumers to keep their devices secure from viruses – and their families safe while online. The company developed BT Protect, which helps prevent infection from all sorts of nasty viruses and spyware by warning a customer if he/she is about to visit a potentially harmful website whenever he/she is browsing online using his/her BT broadband connection. Behind the scenes, BT’s Security Operations Centres monitor its customers’ devices 24 hours a day, 365 days a year, to spot breaches and potential weaknesses and to keep its network secure.

  • Combating cyber-threats

In 2013 BT launched a cyber-security operations centre to monitor all internal networks and cyber related incidents round the clock. The centre helped launch BT Sport safely and securely in August 2013 and provided enhanced network and systems monitoring during high-profile UK Premiership matches.

  • Raising data security standards

BT collaborated with other internet service providers and UK Government to develop a set of Guiding Principles on Cyber Security, which were published in December 2013. As voluntary signatories, BT committed to help its customers understand online threats and to provide tools and advice on security software to help keep them safe while online.

  • Promoting child safety online

Since 2010, BT has invested more than £5m in filtering tools and education to help children and young adults use the internet safely. In 2013 it launched a new filter, BT Parental Controls, which gives new customers the option to install network-based parental controls as standard. To help its Wi-Fi site partners stop pornographic and child abuse material being viewed on their premises, BT launched BT Wi-Fi Protect. This free filtering service is used by 50 of its Wi-Fi partners (representing 90% of its hotspot traffic) and all new partners receive this service as standard, unless they opt out. In 2013/14, BT launched The Right Click: Internet Safety Matters in partnership with UNICEF – a three-year programme providing practical advice about online child safety to up to 35,000 teachers, parents and children in the UK. Working in partnership with Sky, TalkTalk and Virgin Media, BT also created Internet Matters – an organisation that promotes child online safety to parents. The supporting campaign emphasises the message ‘Learn about it. Talk about it. Deal with it.’ In 2013 BT increased its annual funding to the Internet Watch Foundation (IWF), a hotline for reporting criminal child abuse content, from £40,000 to £75,000. To deter users from accessing child abuse material identified by IWF, BT also launched a new ‘splash page’ that makes clear why access has been denied, warns users that viewing indecent images of children is a criminal offence and provides the number of Stop it Now!, a confidential helpline for those with concerning or illegal internet use.

  • Respecting BT customers privacy

BT ensures its employees understand the importance of privacy and their role in protecting its customers’ personal information. [tweetthis]All of BT’s 87,800 employees participate in mandatory privacy training[/tweetthis], and BT conducts awareness-raising workshops for employees across its operations who are directly involved in managing customers’ data. BT recognises that there is always room for improvement and has implemented a consequence management system for violations of its privacy policies to help employees learn from their mistakes.

Which GRI indicators/Standards have been addressed?

The GRI indicator addressed in this case is: G4-PR8: Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data and the updated GRI Standard is: Disclosure 418-1 Substantiated complaints concerning breaches of customer privacy and losses of customer data

 

References:

1) This case study was compiled using published information by BT which is located at the links below. For the sake of readability, we did not use brackets or ellipses but made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original please revert to the following links:

http://www.btplc.com/betterfuture/betterfuturereport/pdf/2014/Better_Future_report2014-complete_report.pdf (May 2014)

http://www.btplc.com/Purposefulbusiness/Safetyandsecurity/Privacyandsecurity/ (April 2016)

2) http://www.fbrh.co.uk/en/global-reporting-initiative-gri-g4-guidelines-download-page

3) https://g4.globalreporting.org/Pages/default.aspx

4) https://www.globalreporting.org/standards/gri-standards-download-center/

Note to BT: With each case study we send out an email to your listed address in request for a comment on this case study. If you have not received such an email please contact us.

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