Quarterly Business Review – SAMPLE DATA First Quarter 2011 May 10, 2011 VENDOR NAME / LOGO

Attendees First Quarter 2011 Quarterly Review and Scorecard Meeting May 10, 2011, 9am EDT Dial In: 1-609-454-9904, (PC) XXXXXX (HC) - XXXX Prudential Attendees Vendor Attendees Data used in this document is for demonstration only.

Data used in this document is for demonstration only. Agenda Topic Page Executive Summary 4 Vendor Company Overview 5 Quarterly Performance 6 Functional KPI Highlights - Example 7-8 Capacity and Staffing 9 Site Comparison 10 Prudential Evaluation of Vendor 11-13 Vendor Evaluation of Prudential 14-15 Recognition 16 Prudential / Vendor Upcoming Initiatives 17-18 Appendix A – Sample Organizational Charts 19-21 Appendix B – Sample Historical KPI Performance 22-23 Data used in this document is for demonstration only.

Data used in this document is for demonstration only. Executive Summary Performance Overview Complete a high-level performance overview. This overview completed by Provider Governance. Key Activities Insert Key Activities Data used in this document is for demonstration only.

Vendor Corporate Update Provided by vendor Data used in this document is for demonstration only.

SAMPLE Measurement of Call Center Service Metrics 1st Quarter 2011 KPI Goal Current Quarter Prior Quarter Result Result Rating Weight Score Quality - Accuracy 1 = <89% 2 = 89% - 91% 3 = 92% 4 = 93% - 99% 5 = 100% 92% 3 40% 1.2 3/ 92% Customer Satisfaction (Dissatisfied) 1 = > 22% 2= 16% - 21% 3= 11% - 15% 4= 6% - 10% 5= < 5% 10% 4 15% 0.60 3/ 11% AHT 1 = > 8:08 2= 7:53 – 8:07 3= 7:25 – 7:39 4= 7:10 – 7:24 5= < 7:09 7:35 0.45 2 / 7:55 CSP Turnover 1 = Greater than 4% / month 3 = 3% - 4% /month 5 = Less than 3% / month 3.6% 3 / 3.1% Absenteeism 1 = Greater than 7% / month 3 = 6% - 7% / month 5 = Less than 6% / month 4.8% 5 0.75 5 / 3.2% Total Rating 3.5 3.2 KPIs that are not meeting the goal will be in red. Data used in this document is for demonstration only.

Functional KPI and Service Highlights – Function (One page / function) Performance Overview: The function is meeting expectations overall. Quality The function met or exceeded the overall quality goal each month in the first quarter for all buckets The quarterly results were: Accuracy – 94%, Call Flow - 96%, Customer Service Skills – 100% AHT First quarter result for the function was 5:32 compared to a goal of 6:15 Vendor AHT was approximately 48 seconds less than their counterparts at Prudential for Peer Group B associates A similar slide would be completed for every functional area at the vendor. Staffing The function had no attrition in the first quarter. Average tenure of the associates in the function was 32 months or a little over 2.5 years The function met the absenteeism goal of 4%. January ended at 4% ; February at 3% and March at 4.5% Data used in this document is for demonstration only. Action Needed Monitoring Meeting

Data used in this document is for demonstration only. SAMPLE ACTION PLAN (Used if any KPIS on previous slide are not meeting goal) Improvement Plans: Vendor to provide action plans with target results / dates These slides will be used to detail the action plans for any KPIs that are not meeting the goal. Projected Results Next Quarter: April – 50 seconds variance to Goal May – 40 seconds variance to Goal June – 35 seconds variance to Goal Data used in this document is for demonstration only.

Overall Capacity and Staffing Third Quarter Staffing Month Required Staff Actual Projected Difference January 2011 February March April May June July August September October November December January 2012 TBD Capacity Commentary Bullets around capacity Vendor will complete this slide Data used in this document is for demonstration only.

Prudential’s Evaluation of Vendor Relationship Management Technology Prudential’s evaluation of the vendor technology performance These bullets are quick hits, but during the review – be prepared to discuss them in more detail. These should reflect key / major items in the quarter, unless there were no issues. The colors of the evaluation categories are meant to be a dashboard – green, red, yellow. Prudential’s evaluation of the vendor relationship management performance Relationship Management Data used in this document is for demonstration only. Action Needed Monitoring Meeting

Prudential’s Evaluation of Vendor Operational Leadership 1 Prudential’s evaluation of vendor’s Operational Leadership 1 Operational Leadership includes Quality and Work Force Management Data used in this document is for demonstration only. Action Needed Monitoring Meeting

Prudential’s Evaluation of Vendor Control Consciousness Training Control Consciousness Innovation – Ideas applied successfully in practice – transitioned into something useful Innovation may be linked to positive changes in efficiency, productivity, quality, competitive positioning, market share, etc Innovation – incremental, emergent or radical changes in thinking, products, processes or organizations This category of innovation won’t be considered not met if vendors bring solid, well-thought out ideas, that can’t be implemented right away. Innovation1 This category will track the vendor’s presentation of innovation ideas and suggestions that lead to increases in efficiency and/or quality or a better customer / producer experience. Examples could include: Process Change suggestions / ideas Best practices learned through industry knowledge 1 Innovation is a new category and will not be rated for 2011, but will be included in the review. Data used in this document is for demonstration only. Action Needed Monitoring Meeting

Vendor Evaluation of Prudential Relationship Management Technology1 See previous slide. Relationship Management 1 See slide at end of Subjective Reviews for a list of Sev 1 and 2 issues reported in the first quarter. Data used in this document is for demonstration only. Action Needed Monitoring Meeting

Vendor Evaluation of Prudential Operational Support1 See previous slide. Training Data used in this document is for demonstration only. Action Needed Monitoring Meeting

Data used in this document is for demonstration only. Recognition Recognition is reserved for those going above and beyond the BAU role. Submitted by both Vendor and Prudential. Data used in this document is for demonstration only.

Prudential Upcoming Initiatives / Projects High level bullets Initiative Initiative These are high level initiatives / projects / or other activities that the two businesses share with each other as it impacts the relationship. Examples could include: Major initiatives to change the process. Technology initiatives Contract updates needed or upcoming. Other…. Initiative Data used in this document is for demonstration only.

Vendor Upcoming Initiatives / Projects These are high level initiatives / projects / or other activities that the two businesses share with each other as it impacts the relationship. Examples could include: Major initiatives to change the process. Technology initiatives Contract updates needed or upcoming. Other…. Initiative Data used in this document is for demonstration only.

Appendix A Organizational Charts Vendor Corporate Organization Chart Vendor Prudential Account Organization Chart Prudential Corporate Organization Chart Prudential ILI Organization Chart – Vendor Relationship As we get to the appendices – we only review the org chart(s) if there are substantial changes that would impact the relationship. However, they are included in the review for reference purposes. (In an actual QBR- the vendor’s org charts would also be included.) We also included the historical KPI performance for reference as well. Include copies of all appropriate organizational charts Data used in this document is for demonstration only.

Appendix B – Sample of Historical KPI Performance Include all a graph for all KPI measurements. Data used in this document is for demonstration only.

Appendix B – Sample of Historical KPI Performance Data used in this document is for demonstration only.