Visa Olympic Experience Steve Vanhinsbergh March 2012 Presentation Title / 18 August,

Visa Olympic Experience History Global payment services organisation Owns Visa Brand and Global Processing Systems Has been a “TOP” Olympic Sponsor since Seoul World Wide Sponsor of Paralympic Games since 2002 Contracted with IOC until 2020 (18 games) Presentation Title / Olympic Experience 2

Visa Olympic Experience Visa at Games time Visa Only Card Accepted on Olympic venues –Including new payment methods i.e. cashless. Payment Services on Olympic venues –POS Acceptance –ATM Network –Customer Service Network; 24/7 service to support Visa cardholders Hospitality Program – VIP and Consumer

Approach Advance Trips to Venues Work with Local Organizing Committee Talk to Other Sponsors Use Local / Global Risk Consulting Companies Liaise with Government agencies (i.e.OSAC) Surf Open Source information Complete Venue Risk Assessment

Challenges Incident Escalation Communications Decision Making 5 Third Party Vendors

London 2012 Structure VE Executive Operations and Logistics Legal/Ambush Marketing Marketing LOCOG/IOC Relations Client/VI Executive Media Office VE Business Intel Planning and Intelligence Guest Experience Communications and External Parties Team Visa Athletes Client/VE Executive 27 February 2012/v18 Consumer VE Global Security Team 2012 Consumer VI VE Merchant Prgms VI Crisis Mgmt Incident Commander VI Executive VE Crisis Mgmt Visa Europe Comms POS/Network Logistics and Staff Info Booths/GCAS Prepaid Visa/Samsung ATM

DRAFT Incident Levels A localized problem preventing a terminal being able to accept transactions, restrict support staff being able to adhere to SLAs A life safety/facility incident that is limited in scope. Security and Safety is responsible for incident. Examples would include a minor medical emergency, or a false fire alarm. Managed through the Daily Task Force Meeting. A.Where a trend or pattern of faults emerges (e.g. a number of terminals at one venue are unable to accept cards. Examples : Multiple terminals have had similar problems in processing card transactions B.Potential issues will be investigated and if they are a common fault across multiple sites will be raised to issue status. Examples : One concession is experiencing problems accepting card payments A life safety/facility incident that is moderate in scope. Crisis Management is responsible for the incident. Examples would include a major medical emergency with staff or guest; any incident that would potentially close or close the office for a short period of time. The Olympics IMT would conduct assessment on activation for Olympics related medical issues VE IRT/CMT would assess and activate teams to manage office closure and business continuity activities A.All terminals at a single venue are unable to process card transactions. B.First Data host is unable to authorize card payments. A life safety/facility incident that is SEVERE in scope. Examples would include an incident that would close the office for an extended period of time, TBD The Olympics IMT, VE IRT/CMT and VI CIMT would be activated. All terminals at multiple venues are unable to process card transactions. A life safety/facility incident that is CATASTROPHIC in nature. The Olympics IMT, VE IRT and VI CIMT would be activated; the VE CMT and VI GCMT would be engaged for large business decisions. 7 Business Related Alert Conditions/Triggers Life Safety/Facility Alert Conditions/Triggers

“High Stakes” Issues – Examples Life safety/medical issues Issues that could jeopardize the operational success of the event Issues with high media visibility or reputational impacts Issues with significant financial impact Issues impacting Visa’s relationship with the guests, partners and stakeholders Issues impacting multi-venues and/or multi-functions 8

Games Readiness Exercises DateEventExercise Objectives 27 February 7 March Olympics IMT and VE CMT Training/ Walkthrough Roles and Responsibilities, authority, decision-making, and escalation protocols; walkthrough TBD Critical Partner Training Meet with all identified key vendors and conduct Visa specific incident management training 30 April Olympics IMT and VE CMT Tabletop Exercise Prior to test events – practice response to specific scenarios, escalation and communications 9 May) Test Event Debrief Conduct a debrief from April 30 exercise and any key learning's from the test events 18 July On-ground simulation exercise Exercise decision-making and issue escalation/notifications and some partner communication flows July Communication Tools testing Exercise the automated notification tools, manual call trees and satellite phones 9

Thank you