2010-2011 Professional Services Review and Acceleration Opportunities for 2012

BPC Client Conference Rhodes, 13-14 October, 2011

Tokhir AbdukadyrovDeputy COO

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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

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Future development

Support services review

Agenda

Objectives

Client Workshop 2010 actions

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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 opened100% contractual SLAs metFast and smooth solution implementation for

new clients Optimize clients’ use of SmartVista features

and functions to benefit their bottom lineProduct standardization

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Four Year Performance Summary

46

61

94

135

0

20

40

60

80

100

120

140

2008 2009 2010 2011

90,9

68

55

28

0

10

20

30

40

50

60

70

80

90

100

2008 2009 2010 2011

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

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Client Workshops 2010 - Actions

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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

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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.

6

35

27

53

0

10

20

30

40

50

60

2010 2011

AP

Ukraine

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

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Operational and Product Documentation Needs Improvement

Easier assimilation of product documentation Convenient surfing for information

New technologies implemented to create e-manualsNew technologies implemented to create e-manuals

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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 FSDsImprovements made in structure and process for FSDs

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Project Management Needs Dedicated Resources for Each Project

Organizational changes to meet the challenges of acceleration 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

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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 establishedFormal account management department established

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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

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Break

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BPC Banking TechnologiesClient Conference 2011