Telstra to spend A$1b on more change

Dylan Bushell-Embling
29 Sep 2010

Australia's Telstra is planning yet another transformation in an attempt to counteract falling revenue from traditional services.

At the company's annual investor day today, Telstra CEO David Thodey announced “Project New,” a multi-million dollar program to simplify the business and drive up customer satisfaction.

The project, for which A$40 million ($38.7m) has been allocated in FY11, will involve 500 employees implementing 27 different transformational programs.

Telstra expects the program to be self-funding in FY11, and “substantially reduce costs” in the following years.

The project aims to improve customer satisfaction by 6% and reduce complaints to the Telecommunications Industry Ombudsman by 30% in FY11.

A series of initiatives introduced this year - such as the introduction of weekend technician appointments and the abolition of charges for calls to technical support - has already improved satisfaction 4.6% and reduced complaints to the ombudsman by a third, Thodey said.

The A$40 million put aside for Project New is part of an A$1 billion allocation to opex, setting aside A$450 million to maintain Telstra's share of the fixed broadband market and grow its share in mobiles.

Another key goal of Project New is to increase the percentage of Telstra's revenue earned from media, international and network-based applications and services to 20% within two to three years.

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