1. INDUSTRY FORUM PROGRESS UPDATE PRESENTATION PRESENTED BY: ALAN MORGAN 2008.04.23 Technical Committee

2. Success Looks Like Robust customer interaction framework “Can do” working together culture Effective operating model Escalation process Transparent Work in progress publication Delivering soluions for our customers Customer satisfaction index - tracking

3. We Have Revising the operating model Challenged existing programes Realigned the Team Our licence to operate

4. Building Blocks The Team Structure Operating Model Service Desk Review Communications

5. The Team What have we done Re-aligned & balanced the team Revised accountabilities Customer specialist support Pro-active & structured

6. Technical Committee Team

7. Operating Model What have we done Case management New standards New processes Disciplined & controlled Transparent & accountable

8. Service Desk What are we doing Challenging existing programe against “World Class” Customer journey analysis SLA including response & customer satisfaction index Key Performance Indicators (KPI’s) Team performance analysis Monthly performance reports Summary of results Publication Customer satisfaction results

9. Communications What are we doing Complete review of existing framework Pro-active support Transparency & visibility of all related documents Website design Dedicated to technical Improved functionality Comprehensive information Desk to desk news bulletins FAQ’s Technical case management progress summary Case solutions Internal processes etc

10. And Finally Thank you Industry Forum Q & A