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Demystifying the
Enterprise
Don Liedtke
Executive Vice President, ACS
October 29, 2004
REAL RESULTS
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ACS is Established
• Founded in 1988
Challengers
• 445 on the Fortune 500
• $4 billion in annual revenues
Leaders
Perot Systems
CGI Group
• 750 global locations
IBM
Computer
EDS
Sciences
Unisys
• Nearly 100 countries
• Diverse client base
HP
• NYSE symbol: ACS
• www.acs-inc.com
Ability to Execute
• More than 43,000 employees
SAIC
Lockheed Martin
Verizon Information Technologies
Niche Players
Visionaries
Completeness of Vision
From: Gartner Magic Quadrant – Full Service Providers Updated March 2002, © Gartner
REAL RESULTS
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ACS is Global
Serving clients in nearly 100 countries
Santo Domingo,
Dominican Republic
Suva, Fiji
Accra, Ghana
Guatemala City,
Guatemala
Bangalore, India
Cork, Ireland
Montego Bay,
Jamaica
Chihuahua, Mexico
Hermosillo, Mexico
Juarez, Mexico
Monterrey, Mexico
Barcelona, Spain
ACS Clients Served
Major ACS Shared Service Centers
REAL RESULTS
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ACS is Recognized
within the business community
Fortune 500 – 445
Recognition
within the Industry
Fortune’s Most Admired Companies,
#3 Computer and Data Services
Forbes Platinum 400,
#1 Best Managed Company in Software
and Service
S&P 500 stock index and top 10 portfolio
REAL RESULTS
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ACS is Part of Your Life
Click on indicated
logos to see what
clients say about ACS
REAL RESULTS
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Service Offerings
Administration
Customer Care
Finance &
Accounting
Human
Resources
Information
Technology
Outsourcing
Payment
Services
ACS is a true end-to-end service provider working with you
to attain your business goals
–
–
–
–
–
Ensure Best Practices, Skills, and Technology
Lower Costs and Improve Productivity
Improve Accuracy and Customer Experience
Access Global Technology Infrastructure
Leverage Resources, Facilities, and Relationships
Focus on Board Room issues, not the components
Ala carte services have create a backlash in executive suites
REAL RESULTS
6
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Communications
Education
Financial Services
Healthcare
Insurance
Manufacturing
Retail
Transportation
COMPANY
RECOGNITION
CLIENTS
SERVICES
INDUSTRIES
OPERATIONAL EXCELLENCE
Industries Served
ACS brings a deep knowledge base and ability to apply best
practices learned from serving multiple vertical markets
ACS Clients are Leaders in:
–
–
–
–
Manufacturing – from Suds to Steel
Moving People, Merchandise, Raw Materials
Selling Slurpees, Happy Meals, Shoes
Saving Lives and Saving for Retirement
Travel
REAL RESULTS
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Process
Engineering
World-Class
Technology
Proprietary
Software
Global
Production
Model
Strategic
Business Units
PerformanceBased
Compensation
Operational Excellence
REAL RESULTS
8
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OPERATIONAL EXCELLENCE
Insurance Claims Management:
Increased claims processed-to-completion from 30% to 70%
and improved data accuracy to 99.5%
Credit Application Handling:
Improved fraud detection, which reduced workforce by 80%
Loan Processing:
Reduced loan processing costs by over 25%
Results
Health Services:
Improved claim turn-around from weeks to 48 hours
Invoice Transactions:
Achieved critical field accuracy rates of 99.5%, improved
cycle time from 3 weeks to 15.2 hours, and reduced invoice
processing costs by 76%
Mortgage Services
Increased document management services productivity
by 35%
Accounts Payable Processing:
Shortened billing cycle by 70% and reduced information
turnaround by 90%
REAL RESULTS
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This presentation may contain “forward-looking statements” within the meaning of the Private Securities
Litigation Reform Act of 1995. These statements are subject to numerous risks and uncertainties, many of
which are outside the Company’s control. As such, no assurance can be given that the actual events and
results will not be materially different than the anticipated results described in the forward-looking statements. Factors could cause actual results to differ materially from such forward-looking statements. For a
description of these factors, see the Company’s prior filings with the Securities and Exchange Commission,
includ-ing the most recent Form 10-K. ACS disclaims any intention or obligation to revise any forward-looking
statements, whether as a result of new information, future event, or otherwise.
ACS Copyright 2004
This presentation may not be reproduced without the expressed written consent of ACS, Inc. The ACS
logo, and logo type are the property of Affiliated Computer Services, Inc. All logos used in this
presentation are the sole property of their respective owners.
REAL RESULTS
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ACS is Part of Your Life
Click on indicated
logos to see what
clients say about ACS
REAL RESULTS
11
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of Select Clients
7-Eleven
COMPANY
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“Our Retail Information System is the central nervous system of our company --it touches
every customer we serve. We trust ACS to bring the innovation and services needed to
ensure the system is fully operational 365x24x7. ACS keeps us ahead of our competition by
giving us the flexibility to grow and anticipate our customers’ needs.”
Keith Marrow, CIO, 7-Eleven
“When crises or opportunities arise, ACS is able to act on our behalf in short order…they
know where they can add the most value and they are able to act quickly.”
Sylvester Johnson, Vice President and Controller,7-Eleven
ACS Services Provided
ITO
F&A
REAL RESULTS
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Air France
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“We need information on a moment’s notice, and ACS has provided us with extraordinary
visibility and immediate access to critical information. We can see the process as it
happens, so we can anticipate issues and either circumvent them or fix them before they
become serious.
Henri Dillies, Vice President of Revenue Accounting
Air France
ACS Services Provided
Administration
REAL RESULTS
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Air New Zealand
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“ACS is very serious about their business and listening to their customers. As opposed to
our previous supplier, ACS is doing a very good job. We are substantially happier.”
“We used to spend a great deal of time and effort managing resources and preparing for
month-end, which loomed over us. Now, with ACS, these tasks just happen. It is a real
relief. Turnaround time, accuracy, predictability, and especially visibility, have also
improved measurably.
Andrew McCurdie, General Manager of Revenue Accounting
Air New Zealand
ACS Services Provided
Administration
REAL RESULTS
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General Motors
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“ACS has become an integral part of the General Motors team by providing a broad range
of Finance and Accounting services to us. They have a strong understanding of our
business, our culture, and the way we operate. ACS’ capabilities, professionalism, and focus
on results have allowed our partnership to flourish. That is why GM works with ACS in so
many critical capacities today.”
Delle ZurSchmiede, Executive Director of Financial Shared Services
General Motors
ACS Services Provided
ITO
Human Resources
F&A
REAL RESULTS
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Good Year
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“ACS brings best in-class service to its clients, and Goodyear will receive ongoing process
solutions from that excellence.”
Kathleen T. Geier, Senior Vice President of Human Resources
The Goodyear Tire & Rubber Company
ACS Services Provided
ITO
Human Resources
REAL RESULTS
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MetLife
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“At MetLife, we process tens of millions of claims each year—millions per month. With its
advanced, proprietary technologies, ACS processes a MetLife claim online in seconds,
rather than days.
The process results in significant savings in time, effort, and money.
As a result, we have reduced costs by 50%, improved customer satisfaction dramatically,
and our ROI is huge.”
Carlos Creamer, Vice President of Strategic Operations
MetLife
ACS Services Provided
Administration
REAL RESULTS
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Miller Brewing
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OPEX
EXCELLENCE
“ACS’ critical-care, post move transition period was excellent, extremely well planned and
executed. All of the ACS data center professionals were available to us immediately, and the
level of commitment they provided to us was wonderful.”
Bill Christel, Director of External Shared Service Centers, Miller Brewing
“I appreciate the commitment ACS has made to Miller. It’s great to see their willingness to
jump in and effectively solve problems.”
Dave Baumann, VP Information Systems, Miller Brewing Company
ACS Services Provided
ITO
REAL RESULTS
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Motorola
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“Motorola operates in one of the global economy’s most competitive industries. As such, we
must focus on strategic matters—growing our business and enhancing customer satisfaction
while reducing costs. Our strategic partnership with ACS allows us to do that, while
creating a better future for our HR professionals. It is truly an ideal relationship.”
Glenn Gienko, Executive Vice President & Director or HR
Motorola
ACS Services Provided
ITO
Human Resources
Customer Care
REAL RESULTS
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Office Depot
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“Office Depot, Inc. partnered with ACS to re-engineer our Accounts Payable workflow,
improve cycle time, and increase accountability, while maintaining the highest standards of
accuracy. ACS offered scalable solutions for processes that were not our core competencies,
allowing us to maintain our focus on delivering fantastic customer service. Their
technology was easily customized to Office Depot’s specifications and resulted in a
favorable return on investment.”
Cathy Kollman, Director Accounts Payable
Office Depot, Inc.
ACS Services Provided
F&A
REAL RESULTS
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Pepsi Americas
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“ACS, from the moment we started this project, took a genuine interest in making sure that
we were considered a partner not just a customer. All the way from the senior management
of ACS, down to the people that are actually processing the work, we have always felt that
we are very, very valued in terms of a partner, and they were very concerned about us
instead of just basically getting the work done."
Marty Scaminaci
Director - Financial Services
ACS Services Provided
Administration
REAL RESULTS
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Railinc
COMPANY
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“Cost-effective, highly reliable data center and network operations are critical to Railinc’s
efficient support of the rail industry. ACS presented the optimal approach for Railinc to
achieve this goal in the current environment, as well as a practical technology upgrade plan
for the future.”
Jim Gardner, President, Railinc
ACS Services Provided
Information Technology
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Ryder
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“ACS has a lot of integrity. I understand that things are going to break, and I understand
that we are going to have situations in the business, but a partnership works together to
resolve these issues. What sets ACS apart from a lot of their competitors is their integrity
and honesty.”
Darrin Gillham, Program Manager
Ryder Customer Response Center
ACS Services Provided
Customer Care
REAL RESULTS
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Service Offerings
Administration
Customer Care
Finance &
Accounting
Human
Resources
Information
Technology
Outsourcing
Payment
Services
REAL RESULTS
ACS is a true end-to-end service provider working with you
to attain your business goals
–
–
–
–
–
Ensure Best Practices, Skills, and Technology
Lower Costs and Improve Productivity
Improve Accuracy and Customer Experience
Access Global Technology Infrastructure
Leverage Resources, Facilities, and Relationships
24
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Administration
Return to List
of Services
Administration
…the process results in significant savings in time, effort, and
money. As a result, we have reduced costs by 50%…MetLife
Customer Care
Finance &
Accounting
Human
Resources
Information
Technology
Outsourcing
Payment
Services
REAL RESULTS
•
•
•
•
•
•
Total Document, Content, Record Management
Data Capture, Scanning, Image Storage & Retrieval
Intelligent Queue, Exception, Post Processing
Film/Fiche Processing and Media Conversion
Integrated Workflow
Mailroom
25
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Customer Care
Return to List
of Services
“ACS took my vision, considered the customer requirements,
and made it a reality.” Ryder
Administration
Customer Care
Finance &
Accounting
Human
Resources
Information
Technology
Outsourcing
Payment
Services
REAL RESULTS
•
•
•
Sales & Retention, Customer Save &
Re-Acquisition, Orders, Up-and-Cross Sell
Customer Services, Interaction,
Dispatch, Activations
Technical Support:
– PC Hardware, Software, and Connectivity
– Low-Level Networking and Systems
– Advanced Diagnostics, Networking, Route/Switch
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Finance and Accounting
Return to List
of Services
Administration
…ACS’ capabilities, professionalism, and focus on
results…that is why GM works with ACS in so many critical
capacities…GM Financial Services
Customer Care
Finance &
Accounting
Human
Resources
•
•
Information
Technology
Outsourcing
•
Payment
Services
•
REAL RESULTS
Accounts Payable, T&E, Vendor Services
Accounts Receivable, Billing, Verification,
Collection, Resolution
General Accounting, Analysis, Reconciliation,
Reporting, Fixed Assets, Tax & Treasury Processes
Procurement, Discrepancy Resolution, Electronic
Settlement, Requisition & PO Management,
Reverse Auction
27
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Human Resources
Return to List
of Services
Administration
…the decision to pick ACS as a partner because of a more
flexible style was the right one…Motorola
Customer Care
Finance &
Accounting
Human
Resources
Information
Technology
Outsourcing
Payment
Services
REAL RESULTS
•
•
•
•
•
•
Benefits Administration
Compensation, Payroll
HR Information Systems, Core Process Redesign
Employee Assistance, Self-Service Portals, Service Centers,
Learning Services
Staffing, Relocation
Selection, Assessment, Performance Management
28
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Information Technology
Return to List
of Services
Administration
Cost-effective highly reliable data center and network
operations are critical to Railinc’s efficient support of the rail
industry. ACS presented the optimal approach…Railinc
Customer Care
Finance &
Accounting
Human
Resources
Information
Technology
Outsourcing
Payment
Services
REAL RESULTS
•
•
•
•
•
•
Application Services
Data Center Operations
Desktop Management
Help Desk Services
Network Management
Security
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Payment Services
Return to List
of Services
Administration
Customer Care
Finance &
Accounting
Human
Resources
Information
Technology
Outsourcing
Payment
Services
REAL RESULTS
“ACS offered the University of Illinois cost-effective solutions
for processes that were not in our core competencies. The ACS
technology was easily customized to our specifications, which
resulted in better internal business practices and improved
services for our students.”…University of Illinois at Chicago
•
•
•
•
Check and Credit/Debit Card Processing
Loan Origination, Loan Servicing
Clearinghouse Services
EBT, EFT, Other Payment Services
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Communications
Education
Financial Services
Healthcare
Insurance
Manufacturing
Retail
Transportation
COMPANY
RECOGNITION
CLIENTS
SERVICES
INDUSTRIES
OPERATIONAL EXCELLENCE
Industries Served
ACS brings a deep knowledge base and ability to apply best
practices learned from serving multiple vertical markets
ACS Clients are Leaders in:
–
–
–
–
Manufacturing – from Suds to Steel
Moving People, Merchandise, Raw Materials
Selling Slurpees, Happy Meals, Shoes
Saving Lives and Saving for Retirement
Travel
REAL RESULTS
31
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RECOGNITION
CLIENTS
SERVICES
INDUSTRIES
OPERATIONAL EXCELLENCE
Communications
Return to List
of Industries
Communications
Education
Financial Services
Healthcare
•
•
•
550,000 transactions a day handled
30 call centers globally
Manage third-party verification services
for long-distance carriers in more than
15 languages
Insurance
Manufacturing
Retail
Transportation
Travel
REAL RESULTS
32
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Education
Return to List
of Industries
Communications
Education
Financial Services
Healthcare
•
•
•
•
Insurance
Manufacturing
Retail
Transportation
Travel
REAL RESULTS
•
Contracts with 1,000+ public, private and for
profit colleges & universities
Manage $100+billion loan servicing portfolio
Process over 2 million FAFSA's each period
Disburse over $1 billion in financial aid annually
while managing financial aid functions at over
50 campuses with 160,000 students
Manage multiple student information
systems across 58 campuses, representing
760,000 students
33
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Financial Services
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Communications
•
•
Education
Financial Services
Healthcare
Insurance
•
•
Serve 6 of the top 10 U.S. banks
26 million applications processed annually for 5
major credit card companies
1 billion mortgage loan images hosted
Process 1.23 million feet of film representing 330
million bank transactions per day
Manufacturing
Retail
Transportation
Travel
REAL RESULTS
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Healthcare
Return to List
of Industries
Communications
Education
•
•
•
Financial Services
Healthcare
•
Insurance
Manufacturing
Retail
Transportation
•
Serve 9 out of top 10 U.S. Health Plans
Process over 230 million claims annually
Serve 8 of the top 10 BlueCross BlueShield
organizations
400 million Medicaid claims processed
annually including 30 states
Ranked 5th in Healthcare Informatics “2003
List of the Top 100 Healthcare IT companies”
Travel
REAL RESULTS
35
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Insurance
Return to List
of Industries
Communications
•
•
Education
Financial Services
•
Healthcare
Insurance
•
Manufacturing
Retail
Transportation
Travel
REAL RESULTS
•
Process claims for 9 out of top 10 health plans
Process 500 million claims per year for
various State Medicaid programs
36 million forms processed annually for a
leading insurance provider
Perform data capture on more than 4 million
claims per day
Process more than 2 million billion documents
per day
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Manufacturing
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of Industries
Communications
Education
•
•
Financial Services
Healthcare
Insurance
Manufacturing
•
6 million invoices processed annually for a major
manufacturing company
$20 billion in gross payroll per year for 350,000
employees for a leading automotive manufacturer
Cut invoice processing costs for a Fortune 10
company in half, while reducing their average
invoice cycle time from 53 hours to 15.
Retail
Transportation
Travel
REAL RESULTS
37
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OPERATIONAL EXCELLENCE
Retail
Return to List
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Communications
•
•
Education
Financial Services
Healthcare
Insurance
Manufacturing
Retail
Transportation
Travel
REAL RESULTS
•
•
1,900 leading restaurants depend on ACS
A major convenience store chain throughout the U.S.
and Canada relies on ACS to manage their Retail
Information System (RIS)
Print and mail thousands of membership information
cards and late notices for a leading video retailer
Host a Total Document Management (TDM) Workflow
system allowing workflow functionality and on-line
repository for AP, HR, T&E, and Tax documents for a
major office supply retailer
38
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Transportation
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Communications
Education
Financial Services
Healthcare
Insurance
Manufacturing
Retail
Transportation
Travel
REAL RESULTS
• Over 700 U.S. trucking companies use ACS’
centralized imaging and data capture services
• 90% of the nation’s electronic verification of
commercial vehicles
• 2 million billing documents processed daily for
a worldwide shipping and logistics firm
• Provide 24 hour customer care support for
largest U.S. trucking company, guaranteeing
repair or replacement for all broken units
within 2 hours
39
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INDUSTRIES
OPERATIONAL EXCELLENCE
Travel
Return to List
of Industries
Communications
Education
•
Service 13 major airlines
•
50 million transactions
processed annually for
•
12 major passenger airlines
Financial Services
Healthcare
Insurance
Manufacturing
Retail
Transportation
Travel
REAL RESULTS
40
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COMPANY
RECOGNITION
CLIENTS
SERVICES
INDUSTRIES
OPERATIONAL EXCELLENCE
Process
Engineering
World-Class
Technology
Proprietary
Software
Global
Production
Model
Strategic
Business Units
PerformanceBased
Compensation
Operational Excellence
REAL RESULTS
41
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COMPANY
RECOGNITION
CLIENTS
SERVICES
INDUSTRIES
OPERATIONAL EXCELLENCE
Process Engineering
Evolutionary vs. Revolutionary Approach
Process
Engineering
World-Class
Technology
ACS
EVOLUTIONARY
approach takes on
client’s environment
“as-is”
savings begin
day one
Proprietary
Software
Global
Production
Model
Strategic
Business Units
CLIENT SAVINGS
PerformanceBased
Compensation
REVOLUTIONARY
Transformation
implemented
REVOLUTIONARY
Add new clients to stabilized
center to recoup upfront
investment
Time
REAL RESULTS
42
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COMPANY
RECOGNITION
CLIENTS
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INDUSTRIES
OPERATIONAL EXCELLENCE
World-Class Technology
Process
Engineering
World-Class
Technology
Proprietary
Software
Global
Production
Model
Strategic
Business Units
PerformanceBased
Compensation
REAL RESULTS
•
•
•
•
•
•
•
Enterprise Command Centers in United States and India
Global Technology Centers – follow the sun
10 data center locations
10,000 mid-range systems
3,100+ enterprise UNIX, 6,500+ NT servers
20,000 network circuits
5,000+ technology professionals
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RECOGNITION
CLIENTS
SERVICES
INDUSTRIES
OPERATIONAL EXCELLENCE
Proprietary Software
Process
Engineering
World-Class
Technology
Proprietary
Software
Global
Production
Model
Strategic
Business Units
PerformanceBased
Compensation
MCP (Workflow)
Transaction Portal
SIR
WebDE
OCR
REAL RESULTS
44
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Operational Excellence
Process
Engineering
World-Class
Technology
Proprietary
Software
COMPANY
RECOGNITION
CLIENTS
SERVICES
INDUSTRIES
OPERATIONAL EXCELLENCE
Global Production Model
• Multishore approach (onshore, nearshore, offshore)
• Cross-border privacy, ethical, and legal expertise
• Superior technology and robust global infrastructure
Global
Production
Model
Strategic
Business Units
PerformanceBased
Compensation
REAL RESULTS
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Operational Excellence
Process
Engineering
World-Class
Technology
COMPANY
RECOGNITION
CLIENTS
SERVICES
INDUSTRIES
OPERATIONAL EXCELLENCE
Strategic Business Units (SBUs)
The SBU provides each client with its own
dedicated team, focused solely on their business.
Proprietary
Software
Global
Production
Model
Strategic
Business Units
PerformanceBased
Compensation
REAL RESULTS
Various approaches
to the SBU structure
reflect our
understanding that
every client has
unique requirements
46
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COMPANY
RECOGNITION
CLIENTS
SERVICES
INDUSTRIES
OPERATIONAL EXCELLENCE
Performance-Based Compensation
Process
Engineering
Client’s Labor Costs
Typically Decrease By 20%
World-Class
Technology
Proprietary
Software
Productivity Levels Typically
Increase By 35%
Employee Wages
Typically Increase By 20%
Global
Production
Model
Strategic
Business Units
Units of Work
PerformanceBased
Compensation
Time
REAL RESULTS
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MAIN MENU
COMPANY
RECOGNITION
CLIENTS
SERVICES
INDUSTRIES
OPERATIONAL EXCELLENCE
Insurance Claims Management:
Increased claims processed-to-completion from 30% to 70%
and improved data accuracy to 99.5%
Credit Application Handling:
Improved fraud detection, which reduced workforce by 80%
Loan Processing:
Reduced loan processing costs by over 25%
Results
Health Services:
Improved claim turn-around from weeks to 48 hours
Invoice Transactions:
Achieved critical field accuracy rates of 99.5%, improved
cycle time from 3 weeks to 15.2 hours, and reduced invoice
processing costs by 76%
Mortgage Services
Increased document management services productivity by
35%
Accounts Payable Processing:
Shortened billing cycle by 70% and reduced information
turnaround by 90%
REAL RESULTS
48