Outsourcing 2012 Service Provider Performance in Europe

Outsourcing 2012 Service provider performance in Europe

Draft Copy, 6 November, 2012

What is your general satisfaction level for these service providers?

Cognizant 79% TCS 77% Mahindra IT & Business Svcs 76% Computacenter 75% Infosys 73% HCL 71% Fujitsu 70% Wipro 70% Accenture 69% Verizon Business 69% AT&T 69% Capgemini 69% T-Systems 68% Atos 67% Logica 67% BT 65% HP Enterprise Services 65% Steria 65% CSC 65% Orange Business Services 64% IBM 61% Getronics/KPN 59% Ave. 2012: 69%

© 2012 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm third parties, nor does KPMG International have 1 any such authority to obligate or bind any member firm. All rights reserved. Risk “The service provider shoulders reasonable commercial risk and makes necessary investments to reduce that risk”

TCS 70% Cognizant 70% Mahindra IT & Business Svcs 69% Infosys 68% HCL 64% Wipro 64% Computacenter 63% Steria 60% Verizon Business 60% Fujitsu 59% Capgemini 58% T-Systems 58% Logica 58% AT&T 56% Atos 55% Key to Scores Orange Business Services 55% Totally disagree 0% CSC 55% Disagree 20% Accenture 54% Somewhat disagree 40% HP Enterprise Services 53% Somewhat agree 60% BT 53% Agree 80% Getronics/KPN 51% Totally agree 100% IBM 51% Ave. 2012: 59%

© 2012 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm third parties, nor does KPMG International have 2 any such authority to obligate or bind any member firm. All rights reserved. Relationship management (Operational) “The service provider does a good job actively managing the relationship at the operational level”

Cognizant 77% Computacenter 77% TCS 75% Infosys 75% Mahindra IT & Business Svcs 74% Fujitsu 73% HCL 72% Accenture 72% Wipro 71% Capgemini 70% CSC 70% Logica 69% T-Systems 68% Steria 68% AT&T 68% Key to Scores Atos 67% Totally disagree 0% HP Enterprise Services 66% Disagree 20% Verizon Business 64% Somewhat disagree 40% Orange Business Services 62% Somewhat agree 60% IBM 62% Agree 80% BT 61% Totally agree 100% Getronics/KPN 61% Ave. 2012: 69%

© 2012 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm third parties, nor does KPMG International have 3 any such authority to obligate or bind any member firm. All rights reserved. Relationship management (Strategic) “The service provider does a good job actively managing the relationship and the long term objectives of the contract at the strategic level”

Cognizant 74% TCS 71% Infosys 70% Accenture 70% Mahindra IT & Business Svcs 69% Computacenter 67% HCL 65% Steria 65% Wipro 64% Capgemini 63% Fujitsu 63% HP Enterprise Services 63% Logica 62% T-Systems 62% AT&T 62% Key to Scores Atos 60% Totally disagree 0% IBM 60% Disagree 20% CSC 60% Somewhat disagree 40% Orange Business Services 58% Somewhat agree 60% Verizon Business 56% Agree 80% BT 55% Totally agree 100% Getronics/KPN 53% Ave. 2012: 63%

© 2012 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm third parties, nor does KPMG International have 4 any such authority to obligate or bind any member firm. All rights reserved. Innovation “The service provider actively identifies innovation opportunities”

Cognizant 66% TCS 64% Infosys 63% Computacenter 60% Mahindra IT & Business Svcs 60% Steria 60% Verizon Business 58% Accenture 58% Wipro 58% HCL 56% T-Systems 56% Fujitsu 55% Logica 55% Orange Business Services 54% BT 53% Key to Scores Capgemini 53% Totally disagree 0% AT&T 53% Disagree 20% IBM 52% Somewhat disagree 40% HP Enterprise Services 52% Somewhat agree 60% CSC 51% Agree 80% Atos 51% Totally agree 100% Getronics/KPN 48% Ave. 2012: 56%

© 2012 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm third parties, nor does KPMG International have 5 any such authority to obligate or bind any member firm. All rights reserved. Transition "The service provider has completed the transition successfully on time and budget and with the required functionality"

Cognizant 78% Infosys 77% Mahindra IT & Business Svcs 75% Wipro 74% TCS 73% Computacenter 72% HCL 69% AT&T 69% T-Systems 67% Logica 66% Accenture 65% Capgemini 64% Steria 63% Verizon Business 63% Key to Scores CSC 63% Totally disagree 0% BT 62% Disagree 20% Fujitsu 62% Somewhat disagree 40% Atos 61% Somewhat agree 60% IBM 60% Agree 80% Orange Business Services 59% Totally agree 100% HP Enterprise Services 58% Getronics/KPN 54% Ave. 2012: 66%

© 2012 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm third parties, nor does KPMG International have 6 any such authority to obligate or bind any member firm. All rights reserved. Governance “The service provider has an efficient and effective governance model"

Cognizant 73% Accenture 71% TCS 70% Infosys 70% Mahindra IT & Business Svcs 68% HCL 67% Computacenter 67% Wipro 67% T-Systems 66% Capgemini 65% Fujitsu 64% CSC 62% Logica 61% Atos 61% AT&T 61% Key to Scores Steria 61% Totally disagree 0% BT 61% Disagree 20% HP Enterprise Services 60% Somewhat disagree 40% IBM 60% Somewhat agree 60% Orange Business Services 59% Agree 80% Verizon Business 59% Totally agree 100% Getronics/KPN 54% Ave. 2012: 64%

© 2012 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm third parties, nor does KPMG International have 7 any such authority to obligate or bind any member firm. All rights reserved. Satisfaction Application Management “What is your satisfaction level with the service providers delivering Application Management”

Cognizant 78% TCS 77% Mahindra IT & Business Svcs 76% Infosys 75% T-Systems 73% Steria 72% HCL 71% Accenture 70% Wipro 70% Capgemini 69% Atos 69% HP Enterprise Services 68% Logica 68% CSC 67% IBM 67% Fujitsu 59% Ave. 2012: 70%

© 2012 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm third parties, nor does KPMG International have 8 any such authority to obligate or bind any member firm. All rights reserved.