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## One Bell 

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Last May, Bell Canada customer Lisa Bratina had a problem. 

Three problems, actually: her daughter had been pestering her for a cellphone for weeks, her son complained of slow Internet speeds when he got home from school, and her husband was always missing his favourite television programs. Lisa wanted to get these distractions behind her, but she also envisioned hours and hours of trying to order new services and sorting through confusing forms. She decided to call Bell fi rst. 

During her conversation with Sunil Singh, a Bell customer service representative, she asked Sunil if he could give her the number to call about wireless service. Sunil responded that he could help her with all of her problems and explained the Bell bundle that included all of the services she wanted, plus a special $5 long distance plan that included 1,000 min- utes of calling across all of North America. 

To be frank, we know that this sort of experience doesn’t happen to every single Bell customer. In fact, today it is not a common experience. But the point is, it must become common. We are working to make it happen. We are rolling out intensive training to equip all Bell service representatives with expertise in Bell’s four systems: wireline, wireless, Internet and video. This will allow all Bell representatives to help customers with all their communications needs from start to fi nish. 

## A New Network 

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Everything over IP. One backbone, one network, across Canada. Sitting behind everything we do to offer customers smarter contact, reliable bandwidth and new services will be a new, IP-based network. 

Today, Bell operates on seven networks. Built over the course of 30 years, each of these networks was designed to provide a particular type of service—for example voice in our circuit switched network. Now we are on course to collapse them into three interrelated networks that will all run on the IP platform. For Bell today, this means transforming our com- pany to run in a simpler and more cost-effective way. It means everything to our operations, from fewer truck rolls and less re-work to one integrated service order and delivery process. 

For our customers the new network will mean faster and higher levels of service, fewer and more streamlined connec- tions, fewer bills and more online billing features, all of this providing greater flexibility. It also will bring new choices and new services, from desktop video conferencing to seamless communication between virtually any device—computer, cellphone, Blackberry, video game console, television. 

