TELUS Communications: TELUS Consumer Solutions
Leading the way for TELUS Consumer Solutions is DAN DELALOYE: "I am excited about working with a large group of communications professionals to create a customer-focused culture from which we will lead the marketplace. We will deliver the most comprehensive product bundle in the marketplace, aggressively roll out high-speed Internet services, and engage the hearts and minds of the entire Consumer Solutions team by providing unbeatable service and value to our customers."
TELUS Consumer Solutions team members in our Burnaby office From left to right: Sonja Lageweg, Alvin Chaudhary and Pamela Adamchuk

TELUS Consumer Solutions is the largest division in our customer-facing organization, currently serving 2.9 million accounts and representing more than $2 billion in revenue. Our strategy is clear - to deliver compelling and integrated data, IP, voice and wireless solutions to our consumer customers across Alberta and British Columbia.

> Rapid Expansion of High-Speed Internet

We are aggressively rolling out high-speed Internet service (ADSL technology) to meet the ever-increasing demand. Over the next five years, we plan to invest $500 million to ensure that more than 95 per cent of homes and businesses in 38 communities have ADSL access.

In 2000, we tripled the number of high-speed Internet subscribers in the West, to more than 81,000, achieving our target. Our goal is to surpass cable-TV companies in this market and ensure our customers have access to our higher-quality Internet product.

> Developing an Unbeatable Integrated Product Offering

We will deliver the most comprehensive integrated product offering in the marketplace to give our customers enhanced choice and greater flexibility. Offering these bundles of IP, wireless, data, voice and enhanced local services will help us meet individual needs and build loyalty across our market.

Our local enhanced services continue to be marketed successfully. Approximately 55 per cent of our consumer customers have at least one enhanced service and 24 per cent subscribe to one of our existing bundle packages (TELUS No Limits or TELUS Value Bundles).

> Creating an Excellent Customer Experience

Our customers deserve and expect an exceptional experience at TELUS, one that creates greater loyalty and high customer satisfaction. To help employees deliver that experience, we're focusing on process improvements and Web-enabling our processes to better serve our customers on a more efficient basis. As well, we're building Web channels to enhance customer choice in selecting communications services.

TELUS Operator Services continues to be rated as a world-class organization and won a Quality Award for excellence from the National Quality Institute. Operator Services now receives 25 per cent of its business from non-traditional services and, last year, generated $50 million in new revenue. It has also become the dominant wholesale provider of operator services in Canada.

In 2000, we launched *Connect, our consumer loyalty program, to reward and retain high-value customers.

> Engaging the Hearts and Minds of our People

Engaging and involving our people will be critical to delivering our strategy. We'll use a bottom-up approach to setting and working priorities and build greater understanding and commitment from all levels of employees. Last year, we effectively engaged Operator Services' employees using a focused employee engagement approach. Employees became involved in running the business by participating in setting priorities and determining strategies.