EDS received an award for excellence in customer support. It operates 8 global service desk locations supporting over 200,000 users in 42 countries. Key aspects of its global service model include a single point of contact, ITIL compliance, cultural sensitivity, and common global components with personalized front ends for each region. Metrics such as speed to answer, abandon rate, and first contact resolution are used to measure performance.

1. Ensuring client satisfaction in the midst of going global HDI IV Help Desk Forum Ray Coyle Insert photo here

2. Global Service Desk Overview

3. Team Excellence Award External Support EDS received the prestigious Team Excellence Award at Help Desk Institute 2008 Annual Conference honoring EDS as the company with the most enhanced image of the support services profession by setting and achieving the highest standards of excellence in customer support.

5. page • Service Desk Locations January 2007– 24 Locations Oshawa, Canada Cyberjaya, Malaysia Mumbai, India Sao Paulo, Brazil Mexico City, Mexico Budapest, Hungary Copenhagen, Denmark Mechelen, Belgium Buenos Aires, Argentina, Auckland, New Zealand Dayton, OH United States Winchester, KY United States Lansing, MI United States Izmir Turkey Barcelona, Spain Azumbjua, Portugal Russelsheim, Germany Peterlee, Great Britain Rayong, Thailand Bogato, Colombia Venezuela Arica, Chile Ecuador Bari, Italy

6. page • June 2008– 8 Locations Service Desk Locations Cyberjaya, Malaysia Mumbai, India Sao Paulo, Brazil Budapest, Hungary Mechelen, Belgium Buenos Aires, Argentina, Lansing, MI United States Seoul, South Korea

9. Service Desk Focus Areas - ITIL

12. Global Service Desk Organization Global Service Desk Leader Knowledge Management New Service Integration & Training SLM Reporting & Technology Business Process Delivery (Incident & IMAC) CSI & Quality Management Global Delivery Global Support Functions North America Leader EMEA Leader LAAM Leader AP Leader

14. Metrics and Measurement

15. Global/Regional Monthly Metric Performance REGION Average Monthly Offered Call Volume Average Speed to Answer Abandon Rate Average Talk Time (mm:ss) Customer Satisfaction (5 point scale, 5 high or % satisfied = score 4 or 5) First Contact Resolution (without carve-outs) First Contact Resolution (with carve-outs) Expected Minimum n/a n/a 40 n/a 4.50% 5.00% n/a n/a 4.25 4.00 n/a n/a 80.00% 75.00% North America 80,000 16 sec. 2.8% 8:00 4.8 61% 92% Europe 16,000 18 sec. 3.5% 5:40 4.9 41% 83% Latin America 16,000 8 sec. 2.9% 7:00 4.7 58% 89% Asia Pacific 6,000 11 sec. 3.6% 8:00 4.7 58% 90% GLOBAL 118,000 15 sec. 2.9% 7:30 4.8 57% 91%

16. Reporting Service Desk Operations Dashboard – Summary View Click here to open the current version of the Global SvD Operations Dashboard on Global Visualization. Sample Report EMEA DIV/ON EMEA DIV/ON EMEA EMEA DIV/ON DIV/ON DIV/ON EMEA EMEA DIV/ON DIV/ON EMEA Ven 1 Ven 2 Ven 4 Ven 3 Ven 6 EMEA EMEA EMEA

17. Reporting Service Desk Operations Dashboard – Detail View Click here to open the current version of the Global SvD Operations Dashboard on Global Visualization. Sample Report DIV/ON EMEA DIV/ON EMEA

18. Reporting Service Desk Operations Dashboard – Top 10 Report Click here to open the current version of the Global SvD Operations Dashboard on Global Visualization. Sample Report

19. Tools & Technology

22. Global Process

23. Command Center Expanding Our Capabilities Finalized GTACC process that is now being used as a blueprint for the other regions. The GCC will still serve as the central point for reported GTACC issues Communication and BB processes implemented across client divisions Responsible for zero misses on Emergency ID suspend metric Implemented pro-active ECM monitoring and alerts to the Service Desk Command Center Global Technical Assistance Contact Center

25. Customer Satisfaction Performance

27. Quality Monitoring

28. Process Reporting

29. Top 5 by Process Area

30. Top 5 by Process Area – Product breakout

31. Phone Calls by Site (example) DIV/ON NA EMEA

35. Customer Compliment Board The Global Service Desk received several hundred customer compliments in the 2007 year. “ I just wanted to let you know that Tamara was wonderful to work with, and that it’s people like her that help to make EDS such a great company.” “ Katrina went above and beyond the call of duty … in an era of endless phone menus and dead ends, it was wonderful to encounter a diligent, competent, and friendly individual.” “ Abdul fixed my problem and in addition showed me a way to format my document for superior viewing and printing. I am very pleased to have had the experience of his help and support on my issue and commend his effort.” “ Even after-hours, she called me from her home to get things done. It is great to have someone go the extra mile and I wanted you to know that Sandy is one of the special people.” “ In my many years as an employee and now a retired traveling contract employee, I have never had better service or response.” “ Deborah was the most superlative professional agent I have ever spoken to in my 7 years with the company. ”

41. EDS 5400 Legacy Drive Plano, TX 75024 Prepared by Ray Coyle, EDS Global Service Desk eds.com EDS and the EDS logo are registered trademarks of Electronic Data Systems Corporation. EDS is an equal opportunity employer and values the diversity of its people. © 2007 Electronic Data Systems Corporation. All rights reserved.