SO Mobile Enterprise

1. SO Mobile Enterprise October 2010

2. Mobility is a Growing Strategic Priority • In General: • As of mid-2008, there were approximately 100 million wireless e-mail users worldwide, of which about 30 million are business users. The overall number is set to triple by year-end 2010 • The number of mobile applications deployed by enterprises to their employees will continue to grow by 45% per year through 2013 • Through 2011, 50% of enterprises will undertake projects to consolidate their mobile software platforms • By 2011, 50% of leading enterprises will have a formalized mobility center of excellence and will have formal mobile profiles in place to help them manage mobile TCO • There are currently over 140,000+ applications available on the iPhone with more than 3 billion downloads • Impact on Business: • By 2012, 40 percent of sales will be online or cross-channel… with mobility becoming an ever more important “integrated” channel • By 2015, $119B worth of goods and services will be purchased via a mobile phone • MARCHE MOBILE: • Taux de click historiquement le plus haut • $160 million in 2008 to $3.1 billion in 2013. What is driving adoption ?

3. Your PC on a Stick Key Mobility Enablers 64 GBFlash Drive The HandheldEvolves into a Platform Powerful Tiny Processors & Small Cheap Memory 1 TBPortable Drive Game Changer? 64GB Solid StateInternal Drive Pervasive Broadband Open Location Intelligence Platforms CSC WikonnecTGoes Mobile Your PC in the Cloud CSC OmniLocationBuilt on Google Virtualization / Cloud Computing Mobility Meets Social Networking

4. How work gets done in the Enterprise has changed… … and the enablers we provide to these increasingly mobile workers, partners and customers are evolving accordingly!

5. Different users (customers and various job functions) require different technology On the Move (Location Independent) Mobile Notebook Mobile Handheld Mobile Smartphone Touch Screen Ultra Light Notebook Mobile Smartphone Non Touch Tablet Notebook Mobile PDA Industrialized Ruggedized Notebook Mobile PDA Specialized Mobile Workstation General Purpose Notebook UMPC Netbook Virtual Desktop (incl. Kiosk, POS) Infrastructure Straightforward set of Applications Complex set of Applications Thin Notebook PC Blade Server Thin Desktop Server Based Computing Thin Client PC General Purpose Desktop Workstation Desktop PC Desktop SFF High-end PC Desktop Desktop Thick Client Static(Location dependent)

6. Mobile applications are becomingpervasive Internal Focus External Focus Customers Retail Location 3rd Party Logistics Shippers Supplier Self- Service Vending / Kiosks Executives Call Center Traveling Workers Plant Sales Team Distribution Center Truck Fleet Home Worker Field Service Office Workers / Hotelling Inter-Location Joint Venture The Enterprise Value Chain Partners Intra-Enterprise Mobile Workers Mobile Customers

7. Business Benefits IT Operational Benefits Done right, cross-devices mobile applications can significantly benefit the business while achieving significant operational benefits • Improve customer retention / satisfaction via reduced processing times and improved responsiveness • Increase productivity via remote access to core business applications (right data to the right person at the right time in the right format) • Reduce costs by eliminating non value added steps (e.g., eliminate paper, avoid duplicate data entry…) • Make better decisions and reduce risk by improving the timeliness, quality and quantity of information • Increase growth by enhancing processes, products and services using mobility • Leverage best practices across the organization • Better versioning control (Same functions cross-devices) • Increase productivity via leveraged IT support teams • Increase efficiency by establishing global standards, measures and best practices • Lower acquisition costs via consolidated spend and leveraged sourcing • Lower infrastructure costs by developing a common architecture and shared platform • Reduce security risk via establishment of a shared, secured, managed mobility platform • Speed use of new technology, such as virtualization and cloud computing, to improve service or lower costs where applicable • Reduce capital risks by pooling for spares and service • Cost reduction: develop once-rns everywhere

8. The most successful companies take a holistic view • Understanding the business benefits • People • Processes • Services • Assets • Understanding the context • Consumer • Customer Service • Sales Advisor • Knowledge Worker • Mobile Executive • Guiding journey • Shape • Transform • Manage Helping people work more effectively… getting right information and applications to the right person in the right format at the right time wherever works takes place!

9. CSC’s Mobile Assist Solutions Portfolio Service Desk Provide service desk levels 0-3 support Mobile Executive Deliver Personal Information Management (PIM) and enterprise email to mobile field workers Vertical Solutions Mobile Platforms Mobile Innovation Workshop Structured approach to elicit and identify high-value mobile opportunities • Mobile Sales Advisor/Agent • Hospitality Rewards Customer Self-Services • Mobile Claims Adjustor • Consumer Alerts / Notifications • Remote Payments Mobile Worker Extend business process and applications to mobile field workers – e.g., mobile enabled workflow, alerts, approvals, data capture & dashboards BlackBerry Mobility Strategy & Roadmap Analyze high-value opportunities across the enterprise, developing a plan, architecture and case for action Windows Mobile Mobile Consumer Create mobile self service applications for customers to improve their experience – e.g., mobile payment , promotions, personal productivity, location-based services, and social networking solutions Android Mobile Solution Foundations Conduct mobile enablement vendor evaluation /selection iPhone Mobile Application Management Break, fix, upgrade and enhance custom and packaged mobile applications / platforms OmniLocation Secure access of virtual corporate desktop from any device, anywhere Nokia Mobile Technology Deployment Architect, build and deploy a leverageable infrastructure as a foundation for mobile initiatives Mobile Device / Network Management Procure, provision, patch, troubleshoot, replace and manage mobile devices, networks and security Mobile Unified Communication One Phone, one number, one mailbox access to the corporation Virtual Desktop Secure access of virtual corporate desktop from any device, anywhere

10. No one solution satisfies the variety of needs of the Mobile Enterprise, hence CSC’s portfolio approach Shape Tr ansf o rm Manage Matching the right solution to the business goal is essential to success, plus identifying synergies across solutions provides scale!

11. Accelerators to Assist

12. In addition to helping our clients shape, transform and manage their mobile applications (100+ mobility projects)… CSC is also mobilizing our industry applications

13. Why CSC ? Global Practitioner Communities Innovative, Pragmatic Solutions In-Depth Vertical Industry Knowledge PartnerEcosystem • Our operating philosophy facilitates long-term, flexible relationships, while placing a premium on delivering on our client commitments • Our global solutions are driven by our deep industry experience to ensure relevance and value • Our global delivery framework ensures consistent systems and processes worldwide Best Total Solution + + = Thought Leadership in Solving Specific Business Problems within Vertical Industries Pragmatic Leaders and Team That Known How to Deliver Results Co-Innovation Relationships with Best-in-Class Solution Vendors Best Total Solution • Our talented, experienced workforce accelerates results and mitigates risk • Our platform-agnostic, technology-independent position ensures that all technology decisions are driven by client needs • Our deep and rich partner eco-system allows us to accelerate delivery of innovative solutions We leverage the combination of our vertical industry expertise, global thought leaders and partner ecosystem to deliver the « best total solution » for our clients

14. SO Mobile Enterprise Thibaut de Sany Christophe Gest Luc Van Lier October 2010 Appendix:Mobile Worker Extending key business processes and enterprise applications to mobile workers

15. Mobile Best Practices Improve inspection efficiency. Reduce errors. • Asset Monitoring and Inspection • Real-time access to information and procedures in the field • Real-time electronic asset identification (e.g., using RFID) • Work Order Management • Electronically generated work orders delivered at the point of activity • Automated matching of work orders to assets • Automated upload of data to EAM system from the field • Electronic sign off of work at the point of activity • Inventory Management • Real-time inventory visibility to the field • Tagging and tracking of assets and parts (barcodes, direct part marking, RFID) • Paperless parts requisitioning • Project Management and Turnarounds • Real-time monitoring of work progress • Workforce tracking and management • Asset Performance Management • Reliability-Centered Maintenance (RCM) • Predictive Maintenance • Real-time visibility of asset performance Improve work order efficiency. Reduce errors. (one manufacturer reduced the number of steps in a typical work order from 13 to 6.) Reduce working capital. Streamline ordering. (Spare parts inventory reduced by as much as 20%) Better management of people and materials. Improve uptime. Reduced cost of maintenance.

16. Reduce Costs – Increase productivity • Cut time spent on waiting, traveling and communicating with the head office • Effectively manage tools, spare parts and inventory • Keep assets running at peak performance • Prolong asset life and increase reliability • Implement reliability-based maintenance processes • Reduce overhead and admin costs Reduce Costs • Eliminate paperwork and gain 40-60 minutes of work time per tech per day • Ensure that workers have parts and tools they need every time • Augment your scheduling tools with mobile dispatch and work management • Give your employees access to all the data they need in the field; eliminate the hunt of information • Use composite applications to eliminate the re-keying of information into multiple systems Increase productivity

17. SO Mobile Enterprise Thibaut de Sany Christophe Gest Luc Van Lier October 2010 Appendix:Mobile Consumer Better Enabling Our Customer’s Customer via Mobility

18. Business Backdrop For Retail Mobility • Flat or marginal revenue growth • Consumer confidence is fluctuating due to uncertainty in the job market • Personalization and increased focus on customer segmentation and analysis • Overall, discounters are faring much better than department stores and specialty retailers • Heavy reliance by specialty retailers on trade promotions to compete with discounters • Increases in device availability is encouraging businessesto capture PIM data • Consolidations and resulting concentration of buying power Retailers Have Been Challenged By Weak Consumer Demand Driving Down Revenue And Margin

19. Business Drivers Impacted by Mobility In Retail • How Can Retailers Increase the Number of « Addressable Customers »… More Transactions and Large €€ per Transaction ? Mobile Channel (any customer, any where) Mobile Shopping Pop Up Stores Web Channel (any customer at home or work) Store (any customer in a store locations) Mobile Sales Advisor Mobility enables a retailer to get the right information and applications to the right people, at the right time, in the right format, regardless of location

20. Thick Client PC-Based Devices Enabling Pop Up Retail Locations Each store has its own PBX and phone lines Older In-Store Systems • Typical Point-of-Sale/Kiosk Today Telephone Provider Network Redundant components often deployed to eliminate single point of failure Phones PBX WAN Switch Router Phones Store Server needed to support client/server applications LAN In-Store Servers Corporate Systems Kiosk Devices POS Devices Replicating this environment for a temporary location is an expensive and complex IT endeavor. Applying mobile technology can reduce costs and greatly simplify the set-up process

21. Store Application and Client Virtualization Blade Server Enabling Pop Up Retail Locations Temporary Pop Up Store Location • Virtualization Technology Simplifies Support for Pop Up Locations and Kiosks Virtualized/Cloud-Based Services Thin-ClientMobile POS Device Wireless Broadband • Benefits: • Speed to Market/Flexibility • Lower Set-up and Ongoing Support Costs • Improved Security Thin-ClientMobile POS Device Mobile Receipt Printer

22. Thin Client Appliances Enabling Pop Up Retail Locations No local servers, PBX or separate phone lines Virtualized In-Store Systems • Also, Traditional Stores Benefit from Virtualization Redundant components still required, leveraging wireless broadband for backup IP Phones Switch Router Store Application and Client Virtualization Blade Server IP PBX IP Phones Virtualized/Cloud-Based Services LAN Thin-ClientMobile POS Device Thin-ClientMobile POS Device Thin-ClientKiosk Devices Benefits of this architecture are applicable to traditional store settings!

23. 4a. Alternatively, Security is Alerted 2a. In-Store Electronics Identifies Customer and Tracks Location 2b. Log Customer Location(Security and Traffic Analysis) Un-Tethering & Empowering the Retail Sales Advisor Location Aware Customer Loyalty Improving the Customer Shopping Experience (Plus Advanced Security) 4. Sales Associate Notified with Preference / Promotion Suggestions 3. Personalized In-Store Promotion Display 1. Customer Enters Store Location(carrying their cell phone)

24. Amazon Goes Mobile Retail Mobile Customer Self Service Trends Macy’s Terry Lundgren announces “one of the most advanced iPhone apps of any retailer” will be released later this year • Beyond Marketing • Just as in the last decade, we learned to integrate the Internet as a channel, we need to do the same with mobility this decade • It’s more than just marketing. • By 2012, 40 percent of sales will be online or cross-channel… with mobility becoming an ever more important “integrated” channel • By 2014, mobile commerce is expected to reach $9 billion Save Benjis (comprehensive price comparison)

25. Hospitality Mobile Customer Self Service • For the Traveler On the Go • Locate and browser hotels • Make a reservation • Get Travel tips • Check in and order room services while in transit to hotel • Review current and past reservations • Get Customer Support • Receive location-aware push messages (e.g., upon landing at the airport… Welcome to Chicago Mr. Petrassi! Your room is ready. Would you like to check in?) • Cell phone becomes your room key Starwood Preferred Membership Services Hyatt Hotel Mobile Services HotelPal (Travelocity Partner)

26. Insurance Industry Trends • Improving the customer experience • Improving customer safety • Creating brand loyalty Cover2GoMetropolitan, African insurance provider, using mobile to distribute insurance to consumers in South Africa via cell phones Key2Safe DrivingDevice to restrict teenagers’ cell phone usage while driving, as well as monitor and ‘score’ driving habits NationWideCustomer-initiated claims process via smartphone Zinsure Brings insurance carriers into the mobile life of customers Rave Guardian(Location-based Personal Safety Device for Students)

27. How to build consumer mobile applications? CSC’s Code Once, Deploy Many Approach • Recognizes that device selection is a personal choice and enables customer choice of devices • Allows solutions to be deployed to different device platforms without having to recode the entire application for each platform • Minimizes ongoing maintenance by ensuring a standardized code base across all devices • Ensures standardized integration to back end systems • Implements a common brand image across device platforms, while still leveraging the native look and feel of each device platform • Allows device specific features (e.g. Camera, GPS) to be utilized while keeping the core functionality generic Understanding customer segmentation, and each target segment ‘s device preferences is key to successful adoption of mobile solutions. Economical and speedy deployment across device types requires planning and technical knowhow!

28. SO Mobile Enterprise Thibaut de Sany Christophe Gest Luc Van Lier October 2010 Appendix: CSC’s Mobile Case Studies What Others are Doing Cross Industry!

29. CSC has delivered 100+ mobile projects and manages more than 120,000+ mobile devices for our clients

30. Thalys Wi-Fi Keeps Train Passengers Connected Business Challenge • Provide passengers with Internet access onboard high-speed trains to differentiate themselves from the airlines on specific routes by offering this ability. Solution • CSC worked with Thalys to determine requirements, identify and select the best 3rd party providers, and test and rollout the Internet access. • Wi-Fi inside the train with a satellite Internet connection capable of adapting to widely fluctuating transmission conditions, given the speed of the trains. Business Results • With the successful commercial launch of the service in the spring of 2008, Internet access is bound to become one of the most popular onboard services at the launch of Thalys’s Paris-Amsterdam and Paris-Cologne high-speed lines in 2009. “We quickly established a very close working relationship with CSC, and this explains the success of the project.” Jean-Michel Danocoisne, Thalys

31. Royal Mail Launches A Modern & Mobile Workforce Business Challenge • In the United Kingdom, fewer letters, more online shopping and customer demand for real-time tracking made Royal Mail realize its business model needed extensive modernization to compete with new rivals and changing preferences. Solution • Enable Royal Mail to track and trace any postal item from source through delivery, including electronic signature capture, in real time. • Designed a user-friendly PDA (postal digital assistant) with an application that supports the tracking process. 27K devices currently deployed with a solution engineered to scale to 80K. • Require 50+ integration points to backend systems and significant performance engineering. Business Results • The results of the PDA deployment include efficiency, better service and expanded business opportunities for Royal Mail, and with CSC's help, every Royal Mail business unit is now profitable for the first time in 20 years "This can be leveraged across CSC for anywhere that a mobile workforce is required – National Health Service, mining, meter reading. It's limitless.” Suzanne Cannon, CSC

32. Royal Mail Monitor's Supply Chain Efficiency using RFID Business Challenge • Royal Mail Group (RMG) was facing excessive fines from its regulator for late deliveries. They needed to find a way to expedite their delivery process and allay bottlenecks in their supply chain. Solution • Using small RFID tags, RMG was able to track blank envelopes as they moved through the mail distribution system and to their final destination. This allowed RMG to understand where bottlenecks were occurring in their supply chain. Business Results • Just in the initial pilot, RMG has reported a cost savings of £75,000. • Ongoing usages continues to identify bottlenecks, improve efficiency and avoid excessive fines .

33. Mobile Post-Box Finder Business Challenge • Royal Mail Group (RMG) set an objective of making their drivers more efficient and effective, by helping them to quickly locate and guide workers to postal boxes Solution • Create a mashup using OmniLocation that integrates the RMG postal box database and driver location • Locations and directions are provided using mapping technology Business Results • Improve efficiency • Modernized image • Plans to implement this same functionality as a consumer mobile applications

34. Delivered Smart Card device and secure applications for 10 Million users Business Challenge • In 2001, the Belgian Government needed to modernize the identity card it issues to every one of its 10 million citizens. Every Belgian citizen has an identity card and it is the primary means of identity such as when opening a new bank account or when we retrieve registered mail at the Post office. • The smart card technology was the obvious choice for them to modernize their old laminated paper-based identity document. The smart eID card had to be low-cost, easy to use, electronically secure, and data can be accessible to support new applications. • CSC conducted a feasibility study that recommended on-chip RSA key generator, open standards for web-based transactions, and pre-loaded with digital certificates • PKI infrastructure and operations to securely process, personalize, and produce 10 million cards over 3-5 years. • Infrastructure to administer card usage with authentication and identity control for law enforcement • Use of card and reader for authenticating web-based applications such as emails, banking, and government transactions. • Designed, developed, and deployed a universal, affordable, and high-trust identity document • Designed the IT and production infrastructure architecture for personalization and ongoing administration of the eID cards. • Secure and flexible application development and implementation environment for web-based digital authentication for both public sector and private sector application development. Government Website: http://eid.belgium.be/ Government of Belgium Solution Business Results

35. National Utility Provider Empowers 10,000 Field Staff Business Challenge • Improve management of the 12 million service calls employees make each year and prepare for deregulation of the market • Improve efficiency, productivity and cost-effectiveness by removing both the paper trail and the need to re-key data, which was not only unproductive, but also error prone Solution • Equipped 10,000 engineers with Pocket PCs running a dedicated application, to reduce paperwork, eliminate errors and increase productivity • Gave managers access to a database via a query engine to provide a better view of workflow and activities, making them easier to manage • CSC was involved from the pilot phase, through to development and deployment Business Results • Reduced unproductive, error-prone re-keying of data • Customer service improved and productivity increased • Management can assign work orders and view status online • The company is better prepared for challenging market developments “One of our main goals was to enable our employees to be more productive, given the approaching deregulation of the gas and electricity markets " explains the Client Project Director 35

36. Mobile Enabling Technical Product Salesmen Business Challenge CSC assisted FNAC as part of the implementation of a mobile sales management tool for technical product salesmen with an objective of improving the sales’ process Challenges : • Improve customer relationships during the argumentation stage • Provide a work desk to each salesman without crowding the sale surface • Reduce the number of lost sales due to queues • Contribute to providing an image of modernity and innovation to Fnac Solution • Designed and implementation of a Pocket PC solution that interfaced via WiFi to a web application, granting an access to the BackOffice mainframe application Business Results • Validation of the technical architecture and execution of the business pilot, enabling the full rollout to 1000 technical product salesmen

37. SO Mobile Enterprise Thibaut de Sany Christophe Gest Luc Van Lier October 2010 Appendix: CSC’s Mobile Solution How can we help you!

38. Mobile Practive Innovation • Problem • More and more customers are looking at the potential of mobile but often renounced due to market complexity and lack of resources. • Solution • “Develop once run everywhere” • CSC Belgium has designed a proven approach to facilitate customer integration in the world of mobility. • Concept: • Develop unique interface who communicates with native functions of each device type. • Advantages: • Unique source code • Make use of well-known technologies • HTML • CSS • JavaScript • Specialists not necessary anymore • Maintainability & Performance ++

39. CSC Mobile Architecture CSC Mobile enables business objectives requiring participation in the growing Mobile marketplace through the following key principles: • Provide a scalable and flexible architecture that extends the reach of business assets into the mobile space • Support multiple deployment options • Optimize user experience by adapting content specific to a mobile device brand/version • Support web based and native device applications • Provide data service channels that expose mobile business processes and offer SaaS • Leverage strengths of the native mobile platform • Support emerging mobile technologies and standards

40. Extending the reach of business assets into the mobile space

41. Contacts • How can we help you ? • Luc Van Lier • + 32 475 59.16.12 • lvanlier@csc.com • Christophe Gest • + 32 473 83.89.19 • cgest2@csc.com • Thibaut de Sany • + 32 474 85.89.45 • tdesany@csc.com