Transaction Intelligence (TI) Monthly report for December, 2011. This report provides a brief overview of the overall outsourcing market activity for the month and includes the following: • Trailing three-month average of outsourcing deals • Split of outsourcing deals by function and industry vertical • Geographical split and analysis of the level of deal activity • Key outsourcing deals signed in December 2011 We would be happy to receive your feedback on this report and/or on the TI offering.

1. Transaction Intelligence
Monthly Report
December 2011
EGR-2011-6-R-0583

2. Outsourcing transactions | Trailing three-month
average
Trailing three-month average of outsourcing transactions1
200
180
160
140
120
100
80
60
40
20
0
May 2011
Mar 2011
Jan 2011
Jun 2011
Nov 2011
Jul 2011
Aug 2011
Apr 2011
Oct 2011
Sep 2011
Dec 2010
Dec 2011
Feb 2011
1 Includes only transaction signings that were publicly disclosed
Source: Everest Group Transaction Intelligence Database
Proprietary & Confidential. © 2011, Everest Global, Inc. 2

3. Outsourcing transactions | By function and industry
vertical
Split of outsourcing transactions announced by function Split of outsourcing transactions announced by industry
Number of transactions Number of transactions
100% = 161 118 149 100% = 161 118 149
Both 0% 3% 1%
Others2
19% Technology 20% 18% 20%
BPO 25% 32% Energy & utilities
Retail 6% 3%
Telecom 5%
4% 7%
9% 8% 5%
4% 1% 3%
Government
6%
16% 15%
Healthcare 19%
81% 15% 14%
ITO 72% 68% Defense
9% 3% 2%
Travel & transport
6% 7%
4% 5%
Manufacturing 1%
9% 8%
BFSI1 20%
12% 15%
Dec 2010 Nov 2011 Dec 2011 Dec 2010 Nov 2011 Dec 2011
1 BFSI – Banking, Financial Services, and Insurance
2 Others include conglomerates, advertising, media and entertainment, education, etc. Also includes any transactions where buyer name
was not disclosed
Source: Everest Group Transaction Intelligence Database
Proprietary & Confidential. © 2011, Everest Global, Inc. 3

4. Outsourcing transactions | By key buyer geography1
M-o-M change in three-month trailing average of outsourcing transactions
Increased Similar Decreased Nov 2011
activity2 activity2 activity2 Dec 2011
Finland
Sweden
Canada Norway
Denmark Germany
Netherlands UK Belgium
Poland
Switzerland France
Italy Japan
US Spain China
UAE India
Brazil
South Africa Australia
Outsourcing transactions
New Zealand
56
45 35 42
31 24 18 16
North America UK Rest of Europe Others
1 Buyer geography is the buyer location or the signing regions associated with the transaction
2 Increased activity: >10%; Similar activity: (+/-)10%; Decreased activity: <(-)10%
3 Others include Asia-Pacific, Middle East, Africa, Latin America, and deals where the signing region was not publicly disclosed
Source: Everest Group Transaction Intelligence Database
Proprietary & Confidential. © 2011, Everest Global, Inc. 4

5. Key outsourcing deals signed in December 2011
Signing Deal value Contract Functional
Buyer Industry vertical region Service provider (US$ million) duration scope
La Caixa Other Financial Spain IBM 2,590 10 years ITO
Services
Etihad Airways Travel & Transport UAE Sabre Group 1,000 10 years ITO
AstraZeneca Healthcare US HCL1 1,000 5 years ITO
BNP Paribas Banking France IBM 600 6 years ITO
Lincolnshire Police Government UK G4S 309 10 years BPO
Blue Cross and Blue Shield Healthcare US Fujitsu 250 5 years ITO
European Parliament Government Belgium BT 155 5 years ITO
Essex County Council Government UK Mitie 154 10 years BPO
NASA Government US TASC 134 5 years ITO
Capita Services UK iQor 124 8 years BPO
1 Deal value estimated
Source: Everest Group Transaction Intelligence Database
Proprietary & Confidential. © 2011, Everest Global, Inc. 5

6. The Transaction Intelligence offering can be accessed as a
subscription to the on-line database or via a custom
research request
The on-line database allows users to:
 Search for outsourcing transactions based upon service provider name, buyer
name, scope, signing date, and other attributes
 Conduct real-time analyses based on industry, geography, key functions
 Generate professional, one-page summaries for each outsourcing transaction
Online
 Export transaction details to MS-Excel spreadsheet format
database  Export MS-Excel and PowerPoint friendly editable charts
Our custom research can help companies:
 Analyze the market trends for a particular geography or buyer industry to validate
business assumptions
 Study the contract renewal trends of a specific segmentation, enabling
identification of potential buyer targets
Customized  Customize business development approach to transaction
analysis  Perform functional deep-dive to analyze outsourcing deals and related market
trends based on publicly available information of publicly announced contracts
Proprietary & Confidential. © 2011, Everest Global, Inc. 6

7. Overview of the TI capability
Transaction Intelligence (TI) is the largest and most comprehensive database of outsourcing
transactions. TI contains information which is collected and validated from multiple secondary
sources. The database structure facilitates easy queries of the information and quick analysis of
the transactions.
 TI contains ~19,000 outsourcing transactions, including ITO and BPO
 Over 30 data points captured for each transaction
 More than 95% of the transactions are post 2000
 Around 150 deals are added each month
 The database is not exhaustive because it only includes transactions that are publicly
available. Periodic analysis reveals that the TI database tracks approximately 30-35% of the
total outsourcing market
To know more about how to subscribe to Transaction Intelligence database, please write to
TIteam@everestgrp.com.
Proprietary & Confidential. © 2011, Everest Global, Inc. 7

8. Appendix: Additional research references
The following documents are recommended for additional insight on the topic covered in this Research Report. The
recommended documents either provide additional details on the topic or complementary content that may be of interest
1. Market Vista: 2010 in Review (ERI-2011-8-R-0500); 2011. This report summarizes the key trends and developments for 2010 in
the global offshoring and outsourcing market
1. Market Vista: Q3 2011 (EGR-2011-8-R-0607); 2011. This report summarizes the key trends and developments for Q3 2011 in the
global offshoring and outsourcing market
2. Transaction Renewal Analysis – January 2012 to December 2012 (ERI-2011-6-O-0511); 2011. The analysis is aimed at
providing a list of outsourcing transactions that are coming up for renewal. The database contains key deal parameters like
names of buyer and service provider, buyer industry, functional and geographic scope of the contract, contract value, start and
end dates, and contract description. The analysis is useful for pursuit teams to strategize entry into or expansion of existing
relationships into buyer organizations
3. Technology: Trends for Q3 2011 (EGR-2011-8-R-0618); 2011. This report provides technology industry specific data,
developments, and insights that enable Global Sourcing Managers to navigate through the complexity and make clear, effective
decisions contextualized and suited to their specific industry. These reports provide deep-dive into transaction activity, captive
developments, service provider market share, and key outsourcing transactions specific to the technology industry
For more information on this and other research published by the Everest Research
Institute, please contact us:
Rahul Kumar, Director (Business & Information Services): rahul.kumar@everestgrp.com
Amara Shyam Sundar, Knowledge Associate: shyam.amara@everestgrp.com
Everest Research Institute
Two Galleria Tower
13455 Noel Road, Suite 2100 Phone: +1-214-451-3110
Dallas, TX 75240 E-mail: info@everestgrp.com
Proprietary & Confidential. © 2011, Everest Global, Inc. 8

9. About Everest Group
Everest Group is an advisor to business leaders on the next generation of global services with a
worldwide reputation for helping Global 1000 firms dramatically improve their performance by
optimizing their back- and middle-office business services. With a fact-based approach driving
outcomes, Everest Group counsels organizations with complex challenges related to the use
and delivery of global services in their pursuits to balance short-term needs with long-term goals.
Through its practical consulting, original research and industry resource services, Everest Group
helps clients maximize value from delivery strategies, talent and sourcing models, technologies
and management approaches. Established in 1991, Everest Group serves users of global
services, providers of services, country organizations and private equity firms, in six continents
across all industry categories. For more information, please visit www.everestgrp.com and
research.everestgrp.com.
Proprietary & Confidential. © 2011, Everest Global, Inc. 9

10. Everest Group
Leading clients from insight to action
Everest Group locations
Dallas (Headquarters): info@everestgrp.com
+1-214-451-3000
New York: info@everestgrp.com
+1-646-805-4000
Toronto: canada@everestgrp.com
+1-416-865-2033
London: unitedkingdom@everestgrp.com
+44-207-887-1483
Delhi: india@everestgrp.com
+91-124-496-1000
www.everestgrp.com | research.everestgrp.com | www.sherpasinblueshirts.com
Proprietary & Confidential. © 2011, Everest Global, Inc. 10