1. Welcome to the..... IT & Systems Functional Briefing Adrian Roscoe : Head of IT & Systems Lorraine Veber: VP, Business Transformation / Change Management Kevin Braim: Head of Customer Technology Support

2. Role of IT & Systems

3. One Global Datacentre Six Regional Datacentres System Reliability System Speed 24 x 7 Helpdesk Capacity for Growth 24 x 7 + Cost effective Keep our Systems performing and supported 24 x 7

4. Role of IT & Systems Support Business Strategy Support New Products More efficient Teams Customer Facing systems New Technology for Growth Building on our successes Keep our Systems performing and supported 24 x 7 Develop & Invest in our Systems

5. Role of IT & Systems Internet + Telco + More Cost-effective design Reliability + Performance 24 x 7 Helpdesk Cost Reduction Projects Revenue Support projects Keep our Systems performing and supported 24 x 7 Develop & Invest in our Systems Technology for our Customers

6. Role of IT & Systems Keep our Systems performing and supported 24 x 7 Develop & Invest in our Systems Technology for our Customers Technology delivery Drive down investment cost Reduce Opening lead-times Reliable delivery All Location Types Supporting Location Growth

7. Focus areas for today

8. Technology for Customers in 2013 Working with many teams across Regus. IT + Telco offering, service, revenue and cost base. Product Support IT Core IT Pro IT Team Day Pass 350 Callstreams Home Extension Customer Experience Easy IT Connect Wi-fi coverage 25% of sites had bandwidth upgrade Lower cost Service Quality Avoid Faults Team 420 sites upgraded 70 PBXs replaced Fault Fix Speed 24 x 7 focus Revenue Support IT Core Usage Day Pass Billing IT Team Billing Engineer Billing

9. Product Support Product Roadmap Cloud Callstream Easy setup Customer Experience Wi-fi speed focus Bandwidth upgrade another 25% sites Telco calls over internet Lower cost Service Quality #1 = internet down Avoid + Fix quicker Hot Spot Plan Monthly Health Check Trial backup lines Revenue Support Automated billing of all IT Services Technology for Customers in 2014 More to do in 2014. Again, a cross-Regus effort to improve further. Working with you.

10. Based in Manila 24x7 Location Monitoring Pro-active Visibility & Fault fixing. Our Customers & Our Systems

12. 50% off NCO IT Cost Changed 60% of the kit Changed Supply Chain Renegotiated everything Now = More for Less Installation reliability better Supporting Growth: Last 12 months Again, working with many teams across Regus. Deliver technology for NCOs + Lower NCO technology cost + Reliable install + Scalable process for growth “Central Configure + Test” sites – then send to NCO 4 partners. 75% of NCOs Dedicated Manila Team Rack = less space + reliable Scalability 2 more partners Q4 (HKG + UAE) First of the New Location Types

13. Lowering costs further Budget Handset Phone Calls over wi-fi = lower cabling costs On-site engineering down to 4 days. Install Reliability + Opening times Supporting Growth: More to do in 2014 Maximise our partners: less on-site engineering Trial shipping full rack ISP + Telco processes Scalability New Location Types Acquisition support review

14. Technology for Centre Team Members Major Change

15. Self-serve in-location Self-serve Online 24x7 Centre Teams Our customers

16. PC + Tablets + Smartphones Web + Apps + Mobile sites Richer features, well delivered, simple Self-serve Online 24x7

17. Our Global Systems Manage Service Manage Account Manage Team ++ Find Buy Book Pay + Top up etc... PC + Tablets + Smartphones Web + Apps + Mobile sites Richer features, well delivered, simple Self-serve Online 24x7

18. Self-serve in-location

19. Access Station Document Station Easy IT Connect Our Global Systems

20. KIOSKS Our Global Systems Extend what they can do. Sign-up. Find, Book, Pay etc Self-serve in-location

21. Centre Teams

23. New POS Easy to Use

24. New POS Easy to Use Our Global Systems Automation of our business processes

25. New POS Easy to Use GSC do audit / exceptions / complex Our Global Systems GSC Visibility of GSC tasks in workflow

26. New POS Easy to Use GSC do audit / exceptions / complex Our Global Systems GSC Visibility of GSC tasks in workflow Online Files Client + Centre

27. New POS Easy to Use GSC do audit / exceptions / complex Our Global Systems GSC Visibility of GSC tasks in workflow Online Files Client + Centre Reduced Logins

28. New POS Easy to Use GSC do audit / exceptions / complex GSC Visibility of GSC tasks in workflow Online Files Client + Centre Reduced Logins Retail Sale Payment Options

29. New POS Easy to Use GSC do audit / exceptions / complex GSC Visibility of GSC tasks in workflow Online Files Client + Centre Reduced Logins Retail Sale Payment Options New Sales Tools

30. New POS Easy to Use GSC do audit / exceptions / complex GSC Visibility of GSC tasks in workflow Online Files Client + Centre Reduced Logins Retail Sale Payment Options New Sales Tools Upgraded email and Office

31. New POS Easy to Use Online Files GSC do audit /exceptions / complex Reduced Logins Retail Sale Payment Options Our Global Systems GSC Visibility of tasks workflow New Sales Tools Upgraded email and Office ++ PC + Tablets + Smartphones Web + Apps + Mobile sites Richer, well delivered, simple KIOSKS Extend what they can do. Sign-up. Find, Book, Pay etc

32. Lorraine Veber Global VP, Business Transformation / Change Management

33. Role of Change Management

34. Initial Sale Closing & Payment Client Set-up Monthly Activity Renewals Terminations Customer Care