Technology Processes Optimized

Technology Processes
Wave 1
Wave 2

SutherlandGlobalServices
Proprietary & Confidential
ADCB current operations - Technology Processes
2
Information provided by ADCB
• Level 1 support
• Sunday -Thursday schedule
07:45 to 4:45 LocalTime
Other Hours: On call support
• SLA's for availability are 99%
with a MTTR of 4 hours
• Invoking problem resolution
• Incident Management and
Reporting
• Engaging support vendors
• Applying Patches
• Availability and Performance
Our Understanding
@ ADCB UAE
1478 average
Infrastructure related
tickets per month
7100 Users
• Remedy
• HP NNMi - Network Node Manager
• Cisco Prime
• Device Expert
• Manage Enginer NetFlowAnalyzer
• Service Provider Portals
293Physical Servers
1103Virtual Servers
Databases
Oracle: 184
MS SQL: 261
FTE Breakup
Helpdesk: 20
DB Support: 4
Unix Support: 6
WinTel Support: 7
IT Middleware: 3
Messaging : 2
Networks: 4
Average calls for helpdesk =
12,000 monthly
Current SLA is 95%
Average user
admin and
management
request
6,750
monthly
• Backup - IBMTSM
• Monitoring - HP BSM
• Middleware - MS ISS, IBMWebsphere and
Weblogic
• Servers - MSWindows, Red hat Linux, Sun Solaris &
IBM AIX platform
• Databases - Oracle, MS SQL
• Hypervisor -VMWare, MS HyperV and IBMVIO
• 3 locations in Dubai
• 3 locations in Abu Dhabi

Scope of Services – Technology Processes (For Assisted Captive)
3
Wave 1Technology Processes: (1) IT Helpdesk Support for ADCB staff in UAE (2) Network & Server Operations
People
• Skilled, Trained & Certified Team
• Banking IT Experts
Processes
• ITIL Process &Tools
• Cultural Alignment
Intelligent Automation Tools
• Continuous Innovation
• Innovation & Modernization
• Automation, Self Heal, Self Help
• Predictive Analytics
Governance & Communication
• Executive Governance - CIO, CTO
• Automated Reporting
• Proactive communication
Managing for Performance
• Enhanced SLAs and MTTR
• Proactive Problem Management
Critical Scope Parameters
Sutherland Recommended Solution
Level 1 Operations Support
Location: India ; 24 x 7 ; Language of support: English
IT Helpdesk support for ADCB Staff
Availability,Capacity, and
Performance Reporting
Change Implementation –
including patching and
firmware
Remediation of Security
Vulnerabilities
Level 1 Support, including
on call support (24/7)
Problem Management MACD Implementation
Monitoring of Network,
Servers, and Databases
Incident Management &
Escalation toVendors
Indicative Deliverables - StandardOperating Procedures, , Runbooks, Network & Server Statistics, HelpdeskTicket
statistics,Capacity and Performance Reports, SLA Reports, Status Reports
Network & Server Operations
Re-assign support tickets to
support groups
Escalate medium and high
priority tickets
Execute approved changes
to access rights
Maintain the required
records for access rights
Create new employee network IDs, access to folders and
mailboxes
•SPOC for all IT issues
•Manage Incident lifecycle
•Reduce escalations by
assigning Helpdesk SMEs to
L2/L3 support
•Continuous improvement to
increase efficiencies
•Bring best practices and next
gen helpdesk toADCB

Proprietary & Confidential 4
Value Proposition – Technology Processes
• Executive Sponsorship: Committed to invest in technology to enable DigitalTransformation
• Experienced SME - Experts with deep knowledge in Banking Domain and IT
• Accelerated and Comprehensive KnowledgeTransfer by trained service management experts
Seamless Transition, Business Continuity & Effective Change Management
• Optimizing First Call Resolution (FCR) and Average HandleTime (AHT)
• Enhanced Knowledge Management leveraging Sutherland’s deep Knowledge Base
• Enhanced Process Maps documentation –We are a ‘process transformation’ company!
• Server & Network availability & monitoring through Pattern Analysis leveraging our proprietorial platforms
Rapid Stabilization and Optimization
• Promoting self-service for service information & request, FAQs & feedback
• Automated resolution of tickets generated by System / Devices
• Consultative upgradation to new Servers Networks
Automation and Modernization

Implementation Plan – Technology Processes
Multi-Year Implementation
Planning Transition Stabilization Optimization Transformation
Sutherland
 Infrastructure Setup
 Resource Planning
 KT Planning
 Resource Bootcamp
 Acquire Knowledge
 TrainTeam
 ObserveADCB SMEs doing
tasks
 Perform task under
observation of ADCB SMEs
 Staggered transition of work
 Establish Knowledge
Management
 Enhance Process Maps
 Enhance Documentation
 Baseline SLA
 Enhance Reporting
 Readiness for SLA based
delivery
 Additional Metrics and
KPIs
 Process Reengineering
 Continuous Service
improvement
 Establish Service
Catalogue
 Net Promoter Score
 Smart Operation
 Automated Process
 Intelligent Service
 Enhance Net Promote
Score
ADCB
 Assist in setting
Infrastructure,
Connectivity,Access
 Transition Plan sign-off
 ADCB SMEs identification
and expectation setting
 Alignment toTransition
Effectiveness Measurement
 Support duringTransition
 TransitionGovernance
 Transition sign-off
 Governance
 Approval onTransition
from Extend to SLA based
model
 Sign-off on SLA
 Setup of Governance to bring new Optimization and
Transformation initiatives
 Support Sutherland in implementation of initiatives
Deliverables  Transition Plan  Transitioned Process
 ITILAligned Process
 Processes Ready for SLA
based Management
 Implementation of Optimization andTransformation
initiatives
Helpdesk: 9 weeks transition
Network & Server Ops: 12 weeks transition
6 Months
12 Months +

Helpdes
k Lead 1
Transiti
on
Manage
r
Network
Let’s Plan!
 Validate current transition plan
 Plan for resources and activity
Seating
Voice and
Connectivity
Submit Plans to ADCB
Week 1 – Week 2 : Transition
Planning

Onshore
Helpdesk
Leads
Offshor
e
Helpdes
k Lead
Knowledge Acquisition at
ADCB Location UAE
 Meet Help Desk Head,
Managers & Key SMEs
 Collect
 Process information
 Systems & tools
information
 End customer information
 Best practices
Transiti
on
Manage
r
KnowledgeBase
Creation and Sign Off
Week 3 – Week 5 : Knowledge Acquisition

Transiti
on
Manager
11 Resources
train on
Helpdesk
Exams and
Interviews
Reports Sent to
ADCB
Week 6 : Training for Extended Helpdesk Team

3
Helpdesk
Leads
Transiti
on
Manage
r
On-the-job Training
at Onshore and
Offshore ADCB
Location
20 Resources in Total
Team Performance
Reports Sent to
ADCB
Week 7 – Week 8 : Shadowing & Reverse Shadowing

20 Resources in total
Executes helpdesk
functions as BAU
Server & Network
Transition Plan
initiated
Week 9 : Execution of Helpdesk Functions
3
Helpdesk
Leads
Transiti
on
Manage
r

12
The Server and Network Transition

Database
Lead
Network Lead
Server Lead
Transiti
on
Manage
r
Network
Let’s Plan!
 Validate current transition plan
 Plan for resources and activity
Seating
Voice and
Connectivity
Submit Plans to ADCB
Week 10 – Week 11 : Transition Planning

Knowledge Acquisition at
ADCB Location UAE
 Meet Department Head,
Managers & Key SMEs
 Collect
 Process information
 Systems & tools
information
 End customer information
 Best practices
KnowledgeBase
Creation and Sign Off
Week 12 – Week 14 : Knowledge Acquisition
Database
Lead
Network Lead
Server Lead
Transiti
on
Manage
r

Transiti
on
Manager
Additional 11
Resources get Server
and Network Training
Exams and
Interviews
Reports Sent to
ADCB
Week 15 – Week 16 : Training for Extended Server & Network Team

On-the-job Training at
Onshore and Offshore
ADCB Location
15 Resources in Total
Team Performance
Reports Sent to
ADCB
Week 17 – Week 18 : Shadowing & Reverse
Shadowing
Server,
Network
Leads &
Resources
Transiti
on
Manage
r

10 More resources
undergo training
Readiness of Site
checked eg. Seating,
Equipment,
Documents, Staff,
Connectivity etc.
Full services
takeover plan
shared ADCB
Week 19 : Preparation for Transition
Server,
Network
Leads &
Resources
Transiti
on
Manage
r

Transiti
on
Manager
Infrastruct
ure
Manager
25 Resources in total
Executes in scope
services as BAU
BAU Services Handover
to Infrastructure
Manager
Week 20 – Week 21: Execution of Server & Network Functions
Handove
r

Proposed Team – Technology Processes
Wave 1TransitionTeam Structure
Job Title
Infrastructure Manager - IT Help Desk
IT Help Desk -Associates
IT Help Desk -Team Leader
Infrastructure Manager - Server and Network Operations
NetworkOperationsAnalyst
NetworkOperations - Messaging Support Engineer
NetworkOperations-Sr. ServerAdministrator-Unix
NetworkOperations-Sr. DatabaseAdministrator
NetworkOperations-DatabaseAdministrator
NetworkOperations-Server Support Engineer-Unix
NetworkOperations-Server Support Engineer-Wintel
NetworkOperations-Middleware Specialist
NetworkOperations-Network Support Lead
Wave
1
Rate
Card
20
Summarized profiles of key roles
Role Experience Level Summary
Infrastructure Manager - IT Help Desk 12 to 15 years Project Management in Server, Network & Help Desk
Infrastructure Manager - Server and Network Operations 12 to 15 years Project Management in Server, Network & Help Desk
IT Help Desk - Team Leader 8 to 10 years
Can manage 10-15 staff., Process management, Project management, Problem
management and analysis, Organization & capacity planning (staffing & other IT resources)
Network Operations-Network Support Lead 7 to 9 years Network Operations Support
Network Operations-Sr. Server Administrator-Unix 7 to 9 years Server Technologies on any flavour of Unix or Windows platform
Network Operations-Sr. Database Administrator 7 to 9 years System Database Administration

Proposed Team – Technology Processes
Wave 1 Steady StateTeam Structure
21
Job Title
Infrastructure Manager - IT Help Desk
IT Help Desk -Associates
IT Help Desk -Team Leader
Infrastructure Manager - Server and Network Operations
NetworkOperationsAnalyst
NetworkOperations - Messaging Support Engineer
NetworkOperations-Sr. ServerAdministrator-Unix
NetworkOperations-Sr. DatabaseAdministrator
NetworkOperations-DatabaseAdministrator
NetworkOperations-Server Support Engineer-Unix
NetworkOperations-Server Support Engineer-Wintel
NetworkOperations-Middleware Specialist
NetworkOperations-Network Support Lead
Wave
1
Rate
Card
Summarized profiles of key roles
Role Experience Level Summary
Infrastructure Manager - IT Help Desk 12 to 15 years Project Management in Server, Network & Help Desk
Infrastructure Manager - Server and Network Operations 12 to 15 years Project Management in Server, Network & Help Desk
IT Help Desk - Team Leader 8 to 10 years
Can manage 10-15 staff., Process management, Project management, Problem
management and analysis, Organization & capacity planning (staffing & other IT resources)
Network Operations-Network Support Lead 7 to 9 years Network Operations Support
Network Operations-Sr. Server Administrator-Unix 7 to 9 years Server Technologies on any flavour of Unix or Windows platform
Network Operations-Sr. Database Administrator 7 to 9 years System Database Administration

Value Proposition – Technology Processes (Next Gen)
• IntelligentAutomation using CognitiveTechnology for Smart Diagnostics
• Analytics driven continuous improvement
• Powered by Sutherland’s SmartQuest
• Improving customer experience through Omni-Channel (Web, Email, Chat,Voice)
Digital Enterprise Management
• High Priority incidents alert using instant messaging tools i.e.What’s app
• Personalized resolutions usingAvatars
• Virtualization of Servers, Consultative upgradation to new Servers Networks
Collaboration in a Connected World
• Moving towards “Zero” incident
• Secure Desktops preloaded with Sutherland’s SmartLeap
• Innovative Pricing using Risk and Reward pricing model
Enhanced Customer Experience 360

Next Gen Digital Enterprise Management
Dashboards
Monitoring
Networks
Mobility
AVATAR /
SMARTLEAP
RPA SMARTLEAP
NEXT GENERATION
SUPPORT
Powered
by
Sutherland
Omni-Channel
MONITORING &
MANAGEMENT
Management - RIM
Support
Storage
Networking
Messaging
Security
Servers
LEVEL 0 / SELF SERVICE / SELF HEALING / USER EXPERIENCE
ENTEPRISE
SUPPORT
IT STOREFRONT
• Consumerized user
experience
• Simple and intuitive
for users to request
IT services, log
issues, track
progress and resolve
problems
• Approval Processes
• Service Catalogs
E
N
A
B
L
E
M
E
N
T
P
R
O
D
U
C
T
I
V
I
T
Y
Sutherland’s own platform based automation, Service Desk And ITSM
23
ITSM Tools
Sutherland - A Partner Who Can Help Customers Discover And Build New Business Capabilities That Will Set Them Ahead For The
Future While Exponentially Increasing User Experience Through Automation And Service Management

Intelligent Automation and Analytics for continuous improvement
Technology innovation and Platform strategy is core to our delivery
Platforms Products
Copyright ,Trademark and
Patent Filings
Products
Industry
Exchange
Adaptors
WFM Planning
& Optimization
Intelligent KBs
Decision
Support
Systems
Employee Lifecycle
Management
Logistics and
Travel
Industry specific
CRM
ContinuousQuality
Improvements
Collaboration
Platform
Continuous
Learning
Platform
Transaction Reporting &
Analytics
RAPID (Mercator)
Vazirio
24
Tools, Technologies, Platforms, Dashboards, Analytics, Right Partners

Innovative Pricing
25
Sutherland is committed to transform from FTE Pricing to Success Based Pricing
Pricing ModelTransformation to reduce cost / capex
•Per Incident /Ticket Pricing
•Omni-Channel (Web, Email, Chat,Voice) Pricing
•Gain Share Models
•Outcome based pricing

Transition Solution and Timelines - Technology Processes
• Training
• Steady State achieved in :
• IT Help Desk: 10th weeks (Duration – 9
weeks)
• Network & Server Operations: 22nd
weeks (Duration – 12 weeks)
Wk01 Wk02 Wk03 Wk04 Wk05 Wk06 Wk07 Wk08 Wk09 Wk10 Wk11
Help Desk Transition
Phase-1 : Planning, Information Gathering,
Trainings
Transition Planning
Knowledge acquisition (Information Gathering)
Extended Team(s) Training
Shadowing
Reverse Shadowing
Phase-2 : Transition Execution
Transition
Start of Stabilization
Wk01 Wk02 Wk03 Wk04 Wk05 Wk06 Wk07 Wk08 Wk09 Wk10 Wk11 Wk12 Wk13 Wk14 Wk15 Wk16 Wk17 Wk18 Wk19 Wk20 Wk21 Wk22
Network & Server Transition
Phase-1 : Planning, Information Gathering,
Trainings
Transition Planning
Knowledge acquisition (Information Gathering)
Extended Team(s) Training
Shadowing
Reverse Shadowing
Preparation for transition
Phase-2 : Transition Execution
Transition
Start of Stabilization

 Hours of operations assumed at 24 X 7
 Support language is assumed as English
 ADCB will provide all required licensing, tools and access for Sutherland staff to fulfil Service Desk and
Infrastructure Support.
 ADCB will provide appropriate training and knowledge transfer to augmented staff, including existing
process and procedures, operating manuals etc.
 As communicated by ADCB, detailed information on KPIs and SLA will be provided later and will be
baselined.
 Standard network connectivity
 Training, and administrative support for on boarding resources will be provided as per Sutherland policy.
Any additional training that is not in scope will be provided by ADCB;
 Implementation of transformation tools proposed by Sutherland e.g. SmartLeap, SCAN360 andAvatars
will be in discussion with customer and has not been priced in this solution.
Assumptions
28

Productivity Gains* – Help Desk Support
Technology – IT Helpdesk support
People Productivity Post Go-Live
 Skill set of staff
 Training & Certifications on advanced resolution and response concepts
 Accelerated training on ADCB resolution process to eliminate gaps
8% to 10%
Automation/Self Service
 Promoting self-service to service requests
 Automate workflows for requests where applicable
 Enhanced Knowledge Base content to include updated FAQs and resolution
 Utilize Sutherland’s proprietary toolkit for automation
10% to 12%
Process Intelligent improvements/Value Additions
 IntelligentTicket routing
 Reduce multiple touch points in Service Desk resolution process
 Omni-Channel support
8% to 12%
Continuous Improvement
 Cultural shift in process redesign for Service Desk
 Identify bottlenecks and fix with correct process in place
 Efficient participation in problem and change management processes
 Support extended resolution and escalation processes by taking a larger role in resolution
4% to 6%
 TOTALGAINS % 30% to 40%
*Indicative productivity gains based on our experience. Numbers to be finalized in collaboration with ADCB during transition phase

Productivity Gains* – Network and Server Operations
30
Technology – Network & Server Operations
People Productivity Post Go-Live
 Skill set of staff
 Training on advanced resolution and response concepts
 Accelerated training on ADCB resolution process to eliminate gaps
6% to 8%
Operations Management
 Review current processes and submit recommendation for change
 Review thresholds and other altering parameters to efficiently route tickets to the right resolver groups
 Rationalization Cost Structure
 Stabilize and focus on availability of services
4% to 5%
Process Re-engineering/SOPs
 Establish runbooks and standard operating procedures
 Improve problem and change management process by taking an active role in diagnosis and recommend short and
long term fixes
 Identify gaps and recommend fixes for resolution mechanisms
3% to 4%
Automation
 Automated resolution of tickets generated by System / Devices
 Virtualization of Servers, Consultative upgradation to new Servers Networks
 Utilize Sutherland’s proprietary toolkit for automation
7% to 8%
 TOTALGAINS % 20% to 25%
*Indicative productivity gains based on our experience. Numbers to be finalized in collaboration with ADCB during transition phase

Wave 2 Capabilities – Technology Processes

Software Development
Application Development Application Integration
 Portfolio Assessment and
Rationalization
 Legacy Modernization
 Digital (SMAC)
implementation
 Package implementation
 Data Migration
 Quality Assurance
 Production Support
 Minor Enhancement
 Preventive Maintenance
 Application Performance
Management
 Release Management
 Compliance Support
 Adhoc Business Support
 EAI/ESB/SOAConsulting
 Enterprise Integration
Architecture Assessment
 EAI/ESB/SOA Solution Design
and Implementation
 IntegrationTesting
 Interfaces maintenance and
support
Application Support
32

Quality Engineering
Differentiated Quality Engineering Services Test Automation & Accelerators
End-to-End Test Life
Cycle Coverage in
Product Engineering
Test Planning Test Design
Test Data
Management
Test
Execution
Deployment
& Support
Test Conditions &
Test Cases
Test Data Test Reports
Metrics & Dashboards
Deployment
Test Strategy,Schedule
plan & Estimates
DELIVERABLE
OBJECTIVE
Integration, System &
Performance Testing
Functional & Non-functional
testing
User Experience &
Acceptance Testing
Model Community Testing
Regression & Scalability Testing
Techno-functional teams
Codeless (effortless) scripting
Robotics driven automation
Testing for intended use
Form last gate in quality chain
Prevent product recalls
Support brand advancements
33

Proposed Steady State Team
Wave 2
Job Title
User AcceptanceTestingAnalyst
IT Developer
IT DeveloperTeam Leader
Business Analyst
TechnicalArchitect
Wave
2
Rate
Card
34

The Challenge The Solution The Outcome
Need for focusing on reducing
costs while improving customer
experience
Required consolidated team to
support their clients, their stores,
and their employees
Support to extend areas of HR,
Finance, Payroll, Training, and
other back-office applications
round-the-clock Voice support
Provided the client with a
consolidated IT Helpdesk team
Dedicated Retail Solutions lab
created and maintained
Wing-to-Wing support for Stores,
including IT, training, HR, vendor
support and other back-office
applications
24 x 7 x 365 support
In-bound and Outbound voice and
Email support
Credit card IVR, Gift card IVR
Client was able to gain advantages
of scale and productivity through a
consolidated IT Helpdesk
98% of SLAs were achieved with
over 50% increase in productivity
Over 40% reduction in labor costs
Seamless, issue free transition
using onsite & offshore based
training
Integrated delivery of four different
functions including onshore based
Work @ Home
Client: Leading Specialty Retailer
36

Provide a strategic central point of
contact for customers and support
(helpdesk and Infra).
To improve performance and
quality, enhance operational
efficiency of the business.
To drive and improve IT process
and governance on behalf of the
business to stabilize and increase
productivity.
Global Service Desk with
responsive front-line resources
were set up for the client
Implemented scalable technology
such as speech recognition -
natural language and text-to-
speech, Enhanced security model,
Automated health check
Multi-lingual 24 x 7 x 365 support
Extensive support covering In-
bound, Out-bound Voice, Email,
Remote and alerting system
99.95+% Uptime consistently and
98% achievement of all SLAs
Over 40% reduction in labor costs
with Automation IVR
Self service solutions implemented
for seamless, issue free transition
using onsite & offshore based
training
Reduce down time by coordinated
and prioritized efforts for faster
resolution
Client Experience Transformation – Global Service Desk
Client: Global technology-enabled services company
37

Highly dynamic market - faster
product release, wider portfolio
need
Time to market products was high
Over-engineered products – high
cost
Each product used by multiple
clinician segments but lacking
personalization
Existing vendor landscape
inadequate to deal with this new
order
On boarded end user/ SME’s
We gave a demo of customized
experience for different user groups
of one product
We won-Product engg+ Test
automation + workflow
smartQuest for short release
cycles
Unique output-based commercial
model
66% reduction in cycle time for
release to market
Increased CSAT
Improved Quality
Higher adoption and consumption
Long term contract and 50%
profitability
Client: Pioneers in Healthcare Engineering since 1800s
38

Large cycle time owing to manual
testing
Required automation of over 2000+
test cases in a short span of time
Client needed Scrum teams put
together within 48 hours
Alignment to client’s delivery
Methodology
Sutherland used Test Automation
Framework to develop automation
scripts and documentation
Automation using BDD framework
for efficiency
Continuous improvement towards
code quality and burn-up rate
Output based commercial model -
Customers pay per automated test
case
30 times faster than manual testing
Fully customized Test Automation
framework developed by
Sutherland in 12 weeks
Output based commercial model -
Customers pay per automated test
case
Two of the test automation projects
have won CEO awards
NPS at 100
Client: A Forbes Top 20 Technology Provider
39
Client: Specialising in telephone voice recording, data security & surveillance

Evolve traditional customer contact
and reactive resolution management
to an informed, holistic and proactive
customer interaction
Enhance capability to leverage
analytics to cross channel fraud
detection, anti-money laundering and
brokerage compliance
Provide insight into organization
security to build effective response
plans by auditing response and
relevant data capture
137 resources providing Technical
Professional Services, Project
Management, Solution Architect, Help
Desk support, Business Analyst and
Technical Trainers
Bilingual team specialized on Solution
Implementation and Post Sales
Support
Supported 5 Product Releases 131
344 Project tasks completed in last 6
months
24x5 implementation services; Co-
located teams
Created local SME’s base to address
technical escalations
Scale up to sustain performance
during peak seasons
More than 120 articles contributed to
Knowledge Base
BOT option for client after 36 months
Client: Specializing in telephone voice recording, data security & surveillance
40

Server and Network Operations
41
The Scope
Client: One of the largest global technology-enabled services
The Solution The Outcome
• A global firm of 147 Data Centers with 21
Critical Sites, 69000+ exchange
mailboxes, 964TB of backup monthly
which in houses 2354 servers & 410+
cloud VM’s
• A global network landscape of 700+
Core Network & Switching technology 62
Security Devices with 112 Gb of Network
Bandwidth and 34 Gb WAN Bandwidth
along with 45k + Monitored Network
Elements. The landscape also consists of
6.6m Firewall Denials per Day
• One consolidated Global Service Desk
for 50,000 + corporate employees with
24 x 7 x 365 support
• Support through Auto generated alerts,
web, voice and Email
• Managing infrastructure for multiple
Insurance organizations
• Support for HR, Finance, Payroll,
Training and other back-office
applications globally
• Uptime availability of end to end
systems for Sutherland’s business
globally
• 45,000 seats 24x7 operation
• Combined performance of Server and
Network systems: above 99.99%
• 87+% of critical incidents are resolved
in less than 4 hours
• Average resolution time (MTTR) of 55
minutes 45 seconds
• Covers 60+ sites 24x7 globally

Quality Call Center Solution and Technical Management Guidance
42
The Scope
Client: One of the largest mass media corporation
• Quality solution for Call Center &
Technical Management Guidance
• 24×7 support for client’s global
enterprise, includes 9 contact centers,
2000 agents and more than 160 tools
in various regions.
• TacOps acquires and analyzes data,
leads latitude calls, and manages special
requests in order to provide quality
solutions and feedback to stakeholders.
• Support to Call Center Tools and
Technologies for Reporting and Analytics
• Support to Member-Impacting Tools and
Products for Reporting and Analytics
• Call Center Metrics and Service Level
Management
• Paid Services Support
• Voice Services Operations
• Access NOC Operations
• Broken Experiences Support
• Call Center Agent On Board & Off Board
management and tool access support
• Minimized downtime and revenue impact
• Ensured smooth migration of email
account to client mail systems
• Improved quality
• Improved technology
• Improved deliverance

Infrastructure Services for Improved Business Impact
43
The Scope
Client: International underwriter of specialty and reinsurance
• The existing service desk resolved only
24% of calls leading to escalations and
negative feedback
• The teams spent more time on incidents
that can be resolved at the service
center level such as voice mails
password issues, etc.
• Teams were not fully integrated with
Service Desk
• Imbalanced use of skilled resources –
high skilled employees working on lower
level task
• No time to focus on new projects
• Sutherland created an offshore ITIL
Service Desk team with skilled resources
• Increase first call resolution rate
• Increase overall ticket resolution at the
first level of support
• Become a Single Point of Contact for all
of client IT related issues
• Increase customer satisfaction by
resolving incidents closer to the customer
(at the Service Desk Level)
• Increased First Call Resolution
• Increase the time spend by E&S on
projects rather than on maintenance
and support
• Increase the time spend by Corporate
App. team on projects rather than
Support and maintenance tasks
• Increase the time spend by
Commercial Specialties team on
projects rather than Support and
maintenance tasks

Sutherland IT Services Overview
Reduction in operating expense with
increased service levels and higher
end user satisfaction and higher ROI
Legacy modernization, application
security, Hybrid App adaptations
Cost complexity with IT Integrations
and need for specialized testing
Increasing need for 360 degree view
with CX/UX design, Omni-channel,
Cloud CRM
Complexity in Data and
Lack of Domain Expertise
Powered by desktop productivity
tools, ITIL process, robust service
management platforms
Re-engineered business process
coupled with front-end and back-end
automation and application
transformations
SmartQA – Automation framework
Enhanced Omni-channel
customer experience management
92% improvements y-o-y through big
data and analytics programs
Business Challenges/Needs
Our IT Services Offering
IT Help Desk
Server & Network Support
Software Development
Quality Engineering
(User Acceptance Testing)
CRM
BI and Analytics
Fast Facts
Clients
25+ Fortune 50 and
Fortune 500
Operations
40 Centers, 19 Countries
Engagement
60% Revenue is outcome
based
Verticals
Banking, Telecom,
Technology, Healthcare,
Retail, Travel, Insurance,
Government
Platform Levers
SCAN 360
SmartQA
Avatar
Key Differentiators

Network and Server Services
Monitoring and Availability Management:
 Data Center monitoring
 24x7 automated network support, with user-defined notification and escalation rules
 Proactively stop issues before they happen and reduce their impact
 Remote monitoring and reporting of System and Network Infrastructure
 Service Window: 24x7x365 days
Performance Management:
 Reports for capacity planning and predictive analysis, for informed decisions
 Performance tuning
 Optimization of Infrastructure to cut down cost
Service Management:
 Measure the value Client will get from vendors and service providers
 Requests and outages processing using best practices based on ITIL
Remote Diagnostics, Remote Control and Desktop Support:
 Notifications containing important information about the machine and network
 Ability to take control of a device for immediate remediation
 Local support through partners
Infrastructure Management:
 Provide Messaging, Virtualization, Server (AD), Networking and VOIP/Telecom, IT
Security support and management services
 High level of Citrix and Virtual Desktop Support
Services Tools
46

Design Services
GICs can engage Sutherland to conduct consultative design thinking workshops to drive innovation in their enterprise
UX, UI DESIGN
Interaction design and
development of user interfaces
and user experiences.
VISUAL STORYTELLING
Communication through
filmmaking, photography, print,
and motion graphics.
CONCEPT DEVELOPMENT
Developing new concepts with
target users using various
prototyping techniques.
47

Agile based Cloud Transformations
48
Engage Sutherland for End-End Applications in Cloud Transformations covering - Governance, Security, and Management
Cloud Advisory Services
Cloud Migration Services
Cloud Development Services
Cloud Operation Services

Sutherland's SmartLeap service platform
Demand
Generation
Revenue &
Monetization
Issue
Identification
Automated
Resolutions
Lifetime
Increase
• PC Health Check a
one stop
Performance and
Virus detection tool
with automated
service web checkout
• Targeted campaigns
through banners on
toolset portfolio
• Resident tools
which proactively
scan & fix issues
• Can be used to
engage in a
continued connect
with the Customer
• Self Help & Call
avoidance.
• SmartSolve, Virus
removal ,
SmartConnect
tools with auto fix
capability
• Can help create a
diverse product
portfolio / Self help
offering
• Scan tools which
helps to identify
issues in less than
60 seconds
• Eliminates the need
for Customers to
explain the issue
• Payment Gateway
to aid customers on
quicker decisions
• Innovative Product
Bundle / Portfolio
which improves
revenue by 3X Sutherland's SmartLeap
service platform, provides a
range of automated self
support tools, with an
integrated knowledge-base
and 24X7 multi-channel
support.
Detect -> Develop -> Deploy
Enhanced Customer Experience Increased Revenue Reduced OPEX Costs Improved Results & Metrics
Leverage SmartLeap platform to improve productivity of employees and customers and enhance customer experience

SmartLeapTM Framework
Phone Chat Email KB DIY Portal
Resident
Tool
Social
Media
Remote
Contact Module
PC Mobility
Scope Module Netbook Gaming
TV &
Media
P&P
Devices
Networking
Devices
Digital Home
Setup Perform Security Usability
Issue Types
Offering Module
Assisted automated
resolution
Proactive diagnosis and
resolution
Free / In warranty Support
Premium Support PPI /
SUB
Sync Connect How To Error
Smart
Shot
Smart
PC Suite
Smart Installer
Smart
Connect
Smart
Recovery
Smart
Seller
Smart
Solve
Enablement Module
Smart
XChange
Integrated Solution Standalone Solution Cash Register
Implementation Module PaaS
Customer
Intel
Best Practices
CSAT
/ NPS
Analytics
Revenue
Share
Pay Per Sub
Outcome
Pricing
FTE/
PPM
Business Module
SmartLeapT
M Multi /
Omni
Channel
Framework
SmartLeapT
M Premium
Support
Framework
SmartLeapT
M Premium
Support
Framework
SmartLeapTM
Productivity
Enhancement
Framework
50

Customer with a
tech issue
Sutherland People, Process, Technology Framework
Issue
Solved
Payment
modes
Customization, Deployment, Integration and
24x7 management of platform
Fixed Price
Pay by Minute
Subscription
Variety of prices
Center of
Excellence SME
Global WFM, Training,
Analytics
Dedicated /
shared Service Bouquet
Sustained and continuous development of
Platform, tools, services, processes & KB
Varieties of
channels
Phone
Desktop Tool
`
Portal/web
Remote
Chat
Malfunction
Setup
How to?
Performance
Security
Automation
Callavoidancecanbeachievedvia
automationandselfhelpsetup
Topissuesidentifiedandautomated
fixintroducedforallofthem
SupportedbyPlatform
Supportedbyastrongbackend
consistingofcommonCRM,KB,SME
ledinnovationetc
ServiceChoices
Multipleservicevariantstomatch
customerneedaroundprice,
problemwiththeidealsolution.
ChannelOptimisation
Providemultiplechannelsfor
customerstochoosefrom– Ability
tochoosepreferredchanneland
deflectiontolowercostchannels
Sutherland SmartLeap® Premium Service Framework
51

Robotics Process Automation
Being a leader in Robotics Automation, we will help you design the BOTS leveraging with our frameworks, tools, process
and technical experts to help you achieve the desired outcome in improving efficiencies

Increased efficiencies - Avatar
Assessing,Automating & Accelerating Process in a disparate technology landscape
53
Sutherland has designed and executed proven Avatars for our clients

PC
Health
Check
Smart
Solve
PC Scan
Smart
Solve
Wrapper
PC
Maintenanc
e Tool Box
SmartSolve
with 3rd
party AV
bundle
SmartShort
Tiny URL
Uniform
Chat
Experience
Virus
Blacklist/
whitelist
Email
Configurat
or
Windows
OS Re-
installation
Alert
SmartSolve
Wrapper
2.0
Smart Boot
& Service
Summary
PC
Maintenanc
e Tool Box
Ver 2.0
ConnecTech Solution
For aTelecom Leader
54
Sutherland will customize and configure our Smart Leap solution components to meet our client's business outcome

Voice
Biometrics
Voice Biometrics Solutions
55
Sutherland uses stat-of-the-art voice recognition technologies to provide unique and personalized customer experience

Omni-Channel Platform for high-value customer
experiences across all touch points
Sutherland tracks and analyzes Omni-channel interactions and all client transactions to ensure great customer experience

Technology Processes Optimized

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