The results of the CWU Operating Model Survey of our BT Service members are listed below, clearly supporting the concerns raised by members that the new way of working has caused major disruption.

1) Over the last twelve months, what impact has the new operating model had on your work?

2) If you currently use the Albert support tool, has this had a positive impact on your role?

3) Do you agree that the new operating model has resulted in you being able to provide better customer service?