The Impact of Privacy on HP’s Customer Relationship Management Solution Mike Overly Vice President, Marketing © 2003 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice hp

page 2September 16 th Version HP today… 4Q segment revenue percentage* Personal Systems 30.1% Imaging & Printing 31.2% Enterprise Systems 20.6% HP Services 16.1% HPFS 2.0% $4.1B 2% growth #1 in servers #1 in storage ESG ‘every business, every region’ $6.1B 19% growth grew faster than US market (IDC) PSG ‘execution and innovation’ $3.2B 5% growth #3 worldwide IT service provider HPS ‘on demand capabilities’ $6.2B 11% growth industry leader IPG ‘record performance’ Source: HP Security Analyst Meeting, 12/09/2003

page 3September 16 th Version HP Strategy: Reliable innovation at a price our customers can afford, delivered with an experience that sets us apart. Accelerate growth Simplify our organization for speed and effectiveness Enhance customer focus Low-cost High-tech Best customer experience HP’s CRM Objective Dramatically simplify our global business CRM ecosystem to: Deliver an improved, consistent customer experience; Increase sales and accelerate revenue growth; Improve organizational agility and effectiveness; Reduce cost-to-serve.

page 4September 16 th Version Customer Knowledge Management CRM Vision Provide business customers an industry-leading experience HP’s global CRM framework: our vision, approach & focus Lead Management Contact Centers Outside Sales Marketing CRM Global Capability Framework Approach Build a cohesive, integrated CRM ecosystem to turn basic data into rich customer insight (see, know, anticipate)

page 5September 16 th Version Business drivers for promoting privacy employee Minimizes risk of compliance breach or regulatory investigation and costs Builds the brand Enhances consumer and employee trust Reinforces global citizenship customer community shareholder

page 6September 16 th Version Highlighting leadership HP Sponsored Privacy Innovation Award First Awards given to E-Bay and Alberta CIO in October 2003 Recent Privacy Awards given to HP #1 among 100 U.S. companies for online customer respect and experience, July 2003 Customer Respect Group #1 for online customer respect, High Technology Sector, April 2004 and April 2003 Customer Respect Group Among top 3, Fortune 100 Privacy Leaders, June 2003 Computerworld Magazine

page 7September 16 th Version Current Privacy Environment Customers – Expect robust privacy policies and compliance practices when they give their personal data to HP. Emerging requirement in customer bids & managed services. Competitors – Many are investing in and using privacy as a competitive differentiator, while others ignore the issue at their risk. Employees – Expect strong privacy protections, especially in EMEA. Government Regulators – Enforcement actions are increasing globally; we have legal obligations through our participation in Safe Harbor. Mistrust of pervasive use of technologies driving increased level of local and national regulations. NGOs – Privacy viewed as human rights/civil rights issue in many parts of the world. Advocates and NGOs are knowledgeable, organized, drive press coverage, enforcement actions, and are well connected to regulators. Press – Media is consistently pro-privacy and assume worst of business’ motives.

page 8September 16 th Version Global Privacy Policy Framework Standards of Business Conduct Master Global Policies (Safe Harbor) Implementation Standards and Tools Compliance Management Training and Communication Values Privacy Rulebook Self Assessment Tools Specialized Training IT and Business Process checklist Contractual devices & model clauses Principles Customer Policy Employee Policy Risk Assessment Web monitoring Internal Audit Framework Measure & Report Review & Remediation Benchmarking Design for Privacy

page 9September 16 th Version HP logo