Transaction Intelligence (TI) Monthly report for April, 2012. This report provides a brief overview of the overall outsourcing market activity for the month and includes the following: • Trailing three-month average of outsourcing deals • Split of outsourcing deals by function and industry vertical • Geographical split and analysis of the level of deal activity • Key outsourcing deals signed in April 2012 We would be happy to receive your feedback on this report and/or on the TI offering.

1. Transaction Intelligence
Monthly Report
April 2012
EGR-2012-6-R-0583

2. Outsourcing transactions | Trailing three-month
average
Trailing three-month average of outsourcing transactions1
200
180
160
140
120
100
80
60
40
20
0
Jul 2011
Mar 2012
May 2011
Jun 2011
Oct 2011
Feb 2012
Nov 2011
Apr 2012
Dec 2011
Jan 2012
Apr 2011
Aug 2011
Sep 2011
1 Includes only transaction signings that were publicly disclosed
Source: Everest Group Transaction Intelligence Database
Proprietary & Confidential. © 2012, Everest Global, Inc. 2

3. Outsourcing transactions | By function and industry
vertical
Split of outsourcing transactions announced by function Split of outsourcing transactions announced by industry
Number of transactions Number of transactions
100% = 138 167 125 100% = 138 167 125
Both 1% 2% 6% 9%
Others2 19% 16%
6%
BPO 30% 28% 6%
Technology 2% 4%
29%
Energy & utilities 6% 8% 8%
Retail 4% 3%
Telecom 4% 4%
4%
15% 16%
Government 23%
8% 11%
2%
71% Healthcare 11% 5% 6%
ITO 69% 65%
Defense 4% 5%
11%
Travel & transport 4%
12%
Manufacturing 8%
23%
BFSI1 16% 17%
Apr 2011 Mar 2012 Apr 2012 Apr 2011 Mar 2012 Apr 2012
1 BFSI – Banking, Financial Services, and Insurance
2 Others include conglomerates, advertising, media and entertainment, education, etc. Also includes any transactions where buyer name
was not disclosed
Source: Everest Group Transaction Intelligence Database
Proprietary & Confidential. © 2012, Everest Global, Inc. 3

4. Outsourcing transactions | By key buyer geography1
M-o-M change in three-month trailing average of outsourcing transactions
Increased Similar Decreased Mar 2012
activity2 activity2 activity2 Apr 2012
Finland
Sweden
Canada Norway
Poland
Denmark
Netherlands UK Belgium
Germany
Switzerland France Austria
US Spain Italy Japan
China
UAE India
Brazil
Australia
Outsourcing transactions
South Africa
New Zealand
59
40 38 31 33 37
25 29
North America UK Rest of Europe Others3
1 Buyer geography is the buyer location or the signing regions associated with the transaction
2 Increased activity: >10%; Similar activity: (+/-)10%; Decreased activity: <(-)10%
3 Others include Asia-Pacific, Middle East, Africa, Latin America, and deals where the signing region was not publicly disclosed
Source: Everest Group Transaction Intelligence Database
Proprietary & Confidential. © 2012, Everest Global, Inc. 4

5. Key outsourcing deals signed in April 2012
Signing Deal value Contract Functional
Buyer Industry vertical region Service provider (US$ million) duration scope
Lloyds TSB Group Banking UK Mitie 1512 6 years BPO
EBX Group Others Brazil IBM 1000 10 years ITO
Oxfordshire County Council Government UK Carillion 813 10 years BPO
Ministry of Defense Defense UK CSC 650 7 years BPO
Australian Defence Defense Australia Manpower Business 400 5 years BPO
Organization Solutions
US Army Defense US HP 249 N/A ITO
Anglo American Plc Manufacturing UK BT 220 5 years ITO
British American Tobacco Manufacturing UK T-Systems 211 7 years ITO
Anglia Support Partnership Healthcare UK Serco 195 4 years ITO and BPO
Comet Retail UK Norbert 162 5 years BPO
Dentressangle
Source: Everest Group Transaction Intelligence Database
Proprietary & Confidential. © 2012, Everest Global, Inc. 5

6. The Transaction Intelligence offering can be accessed as a
subscription to the on-line database or via a custom
research request
The on-line database allows users to:
 Search for outsourcing transactions based upon service provider name, buyer
name, scope, signing date, and other attributes
 Conduct real-time analyses based on industry, geography, key functions
 Generate professional, one-page summaries for each outsourcing transaction
Online
 Export transaction details to MS-Excel spreadsheet format
database  Export MS-Excel and PowerPoint friendly editable charts
Our custom research can help companies:
 Analyze the market trends for a particular geography or buyer industry to validate
business assumptions
 Study the contract renewal trends of a specific segmentation, enabling
identification of potential buyer targets
Customized  Customize business development approach to transaction
analysis  Perform functional deep-dive to analyze outsourcing deals and related market
trends based on publicly available information of publicly announced contracts
Proprietary & Confidential. © 2012, Everest Global, Inc. 6

7. Overview of the TI capability
Transaction Intelligence (TI) is the largest and most comprehensive database of outsourcing
transactions. TI contains information which is collected and validated from multiple secondary
sources. The database structure facilitates easy queries of the information and quick analysis of
the transactions.
 TI contains ~20,000 outsourcing transactions, including ITO and BPO
 Over 30 data points captured for each transaction
 More than 95% of the transactions are post 2000
 Around 150 deals are added each month
 The database is not exhaustive because it only includes transactions that are publicly
available. Periodic analysis reveals that the TI database tracks approximately 30-35% of the
total outsourcing market
To know more about how to subscribe to Transaction Intelligence database, please write to
TIteam@everestgrp.com.
Proprietary & Confidential. © 2012, Everest Global, Inc. 7

8. Appendix: Additional research references
The following documents are recommended for additional insight on the topic covered in this Research Report. The
recommended documents either provide additional details on the topic or complementary content that may be of interest
1. Global Locations Compass – The Philippines (EGR-2011-2-R-0637); 2011. This research report provides detailed data and
in-depth analysis of the Philippines global services sector, and is intended to enable the development of a holistic perspective on
the country
2. Market Vista: Q1 2012 (EGR-2012-8-R-0685); 2012. This report includes data, analysis and insights on transaction trends,
information on major deals, captive market dynamics, and fact-base for offshoring destinations in Asia. Also included is the
Standard Locations Database that tracks 23 leading offshore locations
3. Transaction Renewal Analysis – January 2012 to December 2012 (ERI-2011-6-O-0511); 2012. The analysis is aimed at
providing a list of outsourcing transactions that are coming up for renewal. The database contains key deal parameters like
names of buyer and service provider, buyer industry, functional and geographic scope of the contract, contract value, start and
end dates, and contract description. The analysis is useful for pursuit teams to strategize entry into or expansion of existing
relationships into buyer organizations
For more information on this and other research published by the Everest Research
Institute, please contact us:
Rahul Kumar, Director (Business & Information Services): rahul.kumar@everestgrp.com
Amara Shyam Sundar, Knowledge Associate: shyam.amara@everestgrp.com
Everest Research Institute
Two Galleria Tower
13455 Noel Road, Suite 2100 Phone: +1-214-451-3110
Dallas, TX 75240 E-mail: info@everestgrp.com
Proprietary & Confidential. © 2012, Everest Global, Inc. 8

9. About Everest Group
Everest Group is an advisor to business leaders on the next generation of global services with a
worldwide reputation for helping Global 1000 firms dramatically improve their performance by
optimizing their back- and middle-office business services. With a fact-based approach driving
outcomes, Everest Group counsels organizations with complex challenges related to the use
and delivery of global services in their pursuits to balance short-term needs with long-term goals.
Through its practical consulting, original research and industry resource services, Everest Group
helps clients maximize value from delivery strategies, talent and sourcing models, technologies
and management approaches. Established in 1991, Everest Group serves users of global
services, providers of services, country organizations and private equity firms, in six continents
across all industry categories. For more information, please visit www.everestgrp.com and
research.everestgrp.com.
Proprietary & Confidential. © 2012, Everest Global, Inc. 9

10. Everest Group
Leading clients from insight to action
Everest Group locations
Dallas (Headquarters): info@everestgrp.com
+1-214-451-3000
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