Transaction Intelligence (TI) Monthly report for September, 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 September2011 We would be happy to receive your feedback on this report and/or on the TI offering

1. Transaction Intelligence
Monthly Report
September 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
Nov 2010
Jan 2011
Jun 2011
Jul 2011
Aug 2011
Oct 2010
Apr 2011
Sep 2010
Sep 2011
Dec 2010
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% = 145 146 148 100% = 145 146 148
Both 3% 3% 3%
Others2 13% 15% 16%
1%
BPO 29% 31%
Technology 8% 3% 3%
37% Energy & utilities 9% 4%
Retail 8% 5%
Telecom 6% 5%
6% 4%
Government 12% 14% 17%
8% 9%
Healthcare 4% 12%
2%
ITO 68% 8% 3% 8%
66% Defense 2%
60% Travel & transport 9% 12% 9%
Manufacturing
22% 21% 22%
BFSI1
Sep 2010 Aug 2011 Sep 2011 Sep 2010 Aug 2011 Sep 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 Aug 2011
activity2 activity2 activity2 Sep 2011
Finland
Sweden Russia
Canada Norway
Denmark Germany
Netherlands UK
Belgium
Switzerland Austria
France
Portugal Spain Italy Japan
US China
India
Brazil
Australia
Outsourcing transactions
53 57
41 35
29 22 29 28
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 September 2011
Industry Deal value Contract Functional
Buyer vertical Signing region Service provider (US$ million) duration scope
Department for Work and Government UK IBM 1,172 7 years ITO
Pensions
Vodafone Essar Telecom India IBM 1,000 6 years ITO
Unknown client Manufacturing US CSC 900 10 years ITO
Deutsche Bank Other financial US HCL 468 5 years ITO
services
Thomas Cook Travel & UK Accenture 400 10 years BPO and
Transport ITO
Federal Aviation Travel & US Noblis 350 7 years ITO
Administration Transport
HDFC Bank Banking India Reliance 282 15 years ITO
Communications
BASF Manufacturing Germany BT 272 7 years ITO
Environmental Protection Government US CGI 207 6 years ITO
Agency
Pensions Regulator Government UK Capita 164 7 years BPO
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. The TI database is operated by Everest Research Institute, the research arm of
the Everest Group.
 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
2. Market Vista: Q2 2011 (EGR-2011-8-R-0579); 2011. This report summarizes the key trends and developments for Q2 2011 in
the global offshoring and outsourcing market
3. 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
4. Technology: Trends for Q2 2011 (ERI-2011-8-R-0590); 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, Knowledge Director: 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 leads clients from insight to action
Contact us for more information about our consulting, research, and industry resources.
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info@everestgrp.com canada@everestgrp.com
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Proprietary & Confidential. © 2011, Everest Global, Inc. 10