© CGI Group Inc. CONFIDENTIAL Maximising Resources A Shared Approach Leighton Davies September 2015

CGI UK Service Desk 2 SDI 5* Accredited 350 Support Staff and Agents Over 2.25 Million contacts Per Year Over 90% of fixable incidents resolved at first point of contact Above 69% Fix Rate on all calls Average Answer Time of 7 Seconds 90%+ Customer Satisfaction 24/7 – 365 Days a Year Over 180 Clients

Our Technology 3

How Our Model Helps Maximise our Resources 4 Key Performance Indicators Training and Coaching Customer Satisfaction Motivation Reward and Recognition Quality

Our Support Functions 5 Recruitment Process Induction and Training Compliance Process Quality Process

Developing our Members Knowledge Capture Voice captured Ongoing trends analysed in scorecard to indentify training impact to quality score Ongoing trends analysed in scorecard to indentify training impact to quality score Online evaluation form completed, sections include: Greeting Fact finding Call Management Knowledge Management Customer Service Skills Closure & Follow up Summary Online evaluation form completed, sections include: Greeting Fact finding Call Management Knowledge Management Customer Service Skills Closure & Follow up Summary Rules configured in Verint Impact 360 application to capture contact Rules configured in Verint Impact 360 application to capture contact Screen activity captured Screen activity captured Score passed to reporting Score passed to reporting Score passed to scorecard Score passed to scorecard Recording (screen & voice) sent to agent portal Recording (screen & voice) sent to agent portal Evaluation and contact recording stored Evaluation and contact recording stored One to one Coaching One to one Coaching One to One Development One to One Development Class Room & E-learning training conducted Class Room & E-learning training conducted Best Practice clips identified Best Practice clips identified Start End Contact merged and automatically filed in specified folder Contact merged and automatically filed in specified folder Dedicated Quality Management team conduct analysis Dedicated Quality Management team conduct analysis Ongoing cyclical improvement Compliance Recording stored Compliance Recording stored

Rewarding our Members 7 Low Attrition Low Sickness Levels High Service Level Achievements

Security Clearances 8 Baseline Security Check Security Clearance Check Security Clearance Enhanced Check Developed Vetting and Developed Vetting Enhanced Disclosure and Barring Service Checks

Managing Business Growth Sharing and building our knowledge Existing and New Client site knowledge Transfer Continuous Client Business Change and Transition Career Building and Progression 9

Communication and CSI The Members Partnership Management Framework Our Branding, Values and Commitment Internal Communication Continuous Service Improvement 10

Our commitment to you We approach every engagement with one objective in mind: to help clients succeed THANK YOU