Professional Services Review and Acceleration Opportunities for 2012 BPC Client Conference Rhodes, October, 2011 Tokhir Abdukadyrov Deputy COO

2 What is the Context for Today’s Discussion? Significant increase in our client base - nearly 80 clients in over 20 countries What do we do to meet our service delivery commitments? Client Workshops 2010 – feedback and actions

3 Future development Support services review Agenda Objectives Client Workshop 2010 actions

4 Professional Services Objectives Business objectives: Customer satisfaction rating to be in the top quartile – Supported by regular client surveys Annual reduction of 20% in ESM tickets opened 100% contractual SLAs met Fast and smooth solution implementation for new clients Optimize clients’ use of SmartVista features and functions to benefit their bottom line Product standardization

5 Four Year Performance Summary The average number of ESM tickets per client per year Increasing client base driving higher ticket volume in ESM Code improvement and product standardization demonstrated in falling ticket volume per client Annual reduction of 49% in ESM tickets opened in 2011 opposed to 19% reduction rating in 2010

6 Client Workshops Actions

7 Feedback from the 2010 Client Workshops Client support enhancement required Operational and product documentation needs further improvement FSDs need a greater level of detail Project management needs sufficient dedicated resources for each project Account Management lacks process

8 Client Support Enhancement Required Asia Pacific - over 25% of tickets registered in ESM have been solved by local resources Ukraine - 53% of tickets registered in ESM have been solved by local resources. Increasing number of ESM tickets resolved in the regions (as a percentage of total tickets registered in the region) Regional Operation Centers strengthened by local and international resources Regional Operation Centers strengthened by local and international resources

9 Operational and Product Documentation Needs Improvement Easier assimilation of product documentation Convenient surfing for information New technologies implemented to create e-manuals

10 FSDs Need a Greater Level of Detail FSD content has been reviewed and reorganized to reflect: Technical functional specification Business functional requirements The process for FSD approval has been improved The FSD is now reviewed and approved by client technical and business teams in cooperation with BPC’s experts on-site. Improvements made in structure and process for FSDs

11 Project Management Needs Dedicated Resources for Each Project Organizational changes to meet the challenges of acceleration Organizational structure has been reviewed in cooperation with international consulting team and reorganization strategy has been developed: Seven operational structures have been developed based on regional and functional concepts: ● Major clients units ● Russia ● Russia and CIS ● Ukraine ● Europe, America and Africa ● Asia Pacific ● Research and Development Dedicated team for each unit Technical director in each unit to address all technical and architectural issues inside the unit

12 Account Management Lacks Process Key Objectives: To improve client service levels Annual strategic client reviews Regular client briefing on new and enhanced SmartVista products Be an active participant in accelerating our clients business Account management team includes Sergey Reva Department Head and covers Russia and the CIS Vladas Lapinskas – European clients Michail Rakov – Ukrainian clients Hana Dinh – Vietnamese clients Formal account management department established

13 Continue to locate support resources close to clients Expansion of geographic coverage and capabilities in Regional Operations Centers Regional project coordinators, project managers, business analysts, support engineers, developers Move account management resources close to the client to be more responsive to you Future Development

14 Break BPC Banking Technologies Client Conference 2011