people also won the Apprentice of the Year, Mentor of the Year and Women in Telecoms awards at the Institute of Telecommunications Professionals annual awards. We’ve recruited almost 1,500 people into Openreach and 3,600 people into customer-facing roles in our BT UK contact centres. We've seen a net increase of 200 people in EE's stores and contact centres. We've also recognised the importance of retaining experience, by converting almost 1,600 skilled agency workers into permanent employees. Developing our people We learn so we can grow. Everyone at BT gets the tools and training they need to do their job, build their skills and gain experience. Employees also receive regular development reviews to learn and develop professionally. The BT Academy provides learning resources, training courses and a community for employees to share knowledge and best practice. Around 25,000 of our employees use the Academy each month. Managers also offer regular coaching and support for their teams. Our key leadership programmes have reached 1,400 leaders globally in 2016/17. We’ve launched a new programme to develop aspiring first line leaders and introduced a leadership model that emphasises the importance of establishing deeper connections with customers. Engaging our people To achieve our purpose, we need to listen to our people and make sure they understand and share our ambitions. Members of our executive team directly to employees through round tables, town hall debates, site visits and webchats. We ask people to share their views on how we’re doing as an employer through a survey twice a year. The results help us gauge how people feel about working for us and how we can give them an even better experience. Listening to our people We’ve revised our employee survey this year. The new twice-yearly Your Say survey has shorter questions that are more clearly linked to our strategy and values. Over 85,000 (80%) of our people took part in the first Your Say survey in June 2016 and more than 93,000 (86%) took part in January 2017. Our engagement outcome result stays strong at 71%, and we've seen momentum in every engagement driver category. 18 of the 20 driver items are starting to move in the right direction: the table overleaf provides a snapshot of this. Results show improvements in five of the six key categories for engagement and people in most lines of business feel better able to provide an outstanding customer experience. But we still have some
people also won the Apprentice of the Year, Mentor of the Year and Women in Telecoms awards at the Institute of Telecommunications Professionals annual awards. We’ve recruited almost 1,500 people into Openreach and 3,600 people into customer-facing roles in our BT UK contact centres. We've seen a net increase of 200 people in EE's stores and contact centres. We've also recognised the importance of retaining experience, by converting almost 1,600 skilled agency workers into permanent employees. Developing our people We learn so we can grow. Everyone at BT gets the tools and training they need to do their job, build their skills and gain experience. Employees also receive regular development reviews to learn and develop professionally. The BT Academy provides learning resources, training courses and a community for employees to share knowledge and best practice. Around 25,000 of our employees use the Academy each month. Managers also offer regular coaching and support for their teams. Our key leadership programmes have reached 1,400 leaders globally in 2016/17. We’ve launched a new programme to develop aspiring first line leaders and introduced a leadership model that emphasises the importance of establishing deeper connections with customers. Engaging our people To achieve our purpose, we need to listen to our people and make sure they understand and share our ambitions. Members of our executive team directly to employees through round tables, town hall debates, site visits and webchats. We ask people to share their views on how we’re doing as an employer through a survey twice a year. The results help us gauge how people feel about working for us and how we can give them an even better experience. Listening to our people We’ve revised our employee survey this year. The new twice-yearly Your Say survey has shorter questions that are more clearly linked to our strategy and values. Over 85,000 (80%) of our people took part in the first Your Say survey in June 2016 and more than 93,000 (86%) took part in January 2017. Our engagement outcome result stays strong at 71%, and we've seen momentum in every engagement driver category. 18 of the 20 driver items are starting to move in the right direction: the table overleaf provides a snapshot of this. Results show improvements in five of the six key categories for engagement and people in most lines of business feel better able to provide an outstanding customer experience. But we still have some
DeliveringourPurpose2016_17-Accessible.docx