These slides are from a October 8, 2009 Webcast Presentation hosted by VDC Research Group and sponsored by the Self-Service & Kiosk Association. Presentation Overview: Interest in self-service solutions – especially a broad range of kiosk configurations - continues to grow in most regional markets. Self-service is now a high priority item on marketing, operations, and IT investment agendas. However, when it comes to funding self-service solution deployment, many operations managers are challenged - not only by the CFO’s capital conservation mandates - but also by the CIO’s need to manage traditional IT acquisition and licensing requirements. The answer to that challenge is increasingly: managed services. During this webcast, VDC Research and executives from NCR and MaxBox Digital Retail will discuss the opportunity for managed services deployment for self-service solutions.

1. Managed Services:
The Next Gen. for Self-Service Solutions
Webcast Presentation – October 8, 2009

2. Recording Available
These slides are from a webcast presented on 10/8/09
10/8/09.
A full audio recording is available for download at:
http://tinyurl.com/SS-MS-Webcast

3. Thank You
Our Association Sponsor

4. How is Self-Service Defined? Delivered?
• Self-Service, defined:
The capacity for an employee, customer, partner or supplier to execute
transactions – informational or commercial – without assistance from the
organization that they are transacting with.
• Self-Service delivery platforms:
 Self-Service Kiosks
Self Service
 Self-Checkout Solutions
 Personal Shopping Solutions
• Self Service delivery environments:
 Traditional: retail, hospitality
 Emerging: health care services, others
3 –  2009 VDC Research Group, Inc.

5. How Big is The Self Service Solution Market?
Total Self-Service Spend Segmented by NA SS Spending Segmented By Technical Segment
Product or Service Segmentation
2008 Total Market: $2.9B
2008 = $2.9 Billion
Services
27% Hardware
$5,000 41%
Millions of
$4,000
Dollars
Software
$3,000 32%
M
$2,000
2013 Total Market: $5.6B
$1,000
2013
$0 2012
2011
2010 Services
il
Hardware
ta
y
Re
2009 30%
li t
35%
e
it a
ar
2008
sp
C
th
Ho
al
He
Software
35%
3 –  2009 VDC Research Group, Inc.

6. Why Managed Service in Self Service Markets?
• Managed services migration offers deployers a number of
g g y
benefits, including
 Capital requirement reduction or elimination through new acquisition models
 Higher performance and lower liability through 3rd-party SLAs
 Si lifi d IT lif
Simplified lifecycle management requirements – obsolescence, i t
l t i t b l integration
ti
• Market dynamics are playing a role
 Elevated status of Self-Service in C-level priorities
p
 Experience of CIOs with Managed Services in back-office applications
 Pressure on every segment of the value chain to unlock markets
• C t i managed services offerings may enable some
Certain d i ff i bl
deployers to create new lines of business by bringing
operational capabilities through their MSP partners that they
would not otherwise be able to offer
5 –  2009 VDC Research Group, Inc.

7. What Is Managed Service For Self-Service?
SaaS
• Device/ equipment management
• Line-of-business applications
• Database/ data management
Leasing/ Outsourcing
Financing Services
Hybrid Deployments
• S ft
Software
• Bundled hardware
6 – VDC Research Group, Inc.

8. Next Gen for Self-Service Solutions: Managed Services
NCR
Who is Top of Mind What is
Considerations
NCR Issues
I Managed Services
M dS i
Leading the industry in next generation global technology solutions for superior
consumer interactions
NCR Confidential 7

9. NCR Overview
global
The Multi Factor…
Multi-Industry, Multi-Channel, Multi-Vendor
broad service
portfolio
Retail and Financial Travel and
Healthcare Entertainment
Hospitality Services Gaming
scalable service
infrastructure
i f t t
predictive service
#1 i Self-
in S lf #1 i
in 8 out of 10
t f #1 i Patient
in P ti t #2
delivery
Checkout Financial Self- airlines use Self-Service DVD Kiosk
Source: RBR Service NCR Travel Operator Across
#1 in POS Source: Source: Frost Self-Service North America
Software Nielsen Report 5 of Top 6 Excellence
#1 in Retail 19 of Top 20 Award Winner
Services Best Healthcare
Source: Gartner Deployment
17 of Top 20 Source: KioskCom
Self-Service Expo
Top 10 Support Services Provider – Gartner
p pp
Top 15 Global Outsourced Service Provider - IAOP
NCR Confidential 8

10. What’s on the mind of business leaders?
Top of Mind
Issues
 Innovate and differentiate
 Improve customer interaction
 Focus on core competency
 Accelerate ROI
 Ensure high availability
 Manage risk
 Reduce cost and improve profitability
NCR Confidential 9

11. What is
Managed Services?
• Maintain and optimize estate availability
Maintain • Deploy and manage new capability
self-service •
lf i Maintain network compliance
k l
channel • Full suite of supporting services
• Managed refresh of base
• Consistent IT and operational spend
Predictable • Single HW, SW, Services invoice
expenses • Flexible coverage w/o spikes in cost
GDP %
IT Spend
IT Spend
GDP %
• Improve efficiency
Optimize • Reduce labor cost
balance • Need to preserve cash
sheet • Improve financials
• Quickly deploy
NCR Confidential 10

12. Considerations
Build the • Customer experience
Business •B i
Business impact analysis
i t l i
Case • Environmental estate analysis
•Solution expertise, b t practices
S l ti ti best ti
Determine •Platform leverage
Project •Project size/scale/ramp
Expertise
•Upfront investment
•Cap Ex availability / cash flow
Asset •Lease/rent/usage based model
Ownership •Asset control
•Outsource specific services or entire project
NCR Confidential 11

13. Case Studies
Service Specific Solution Specific Total Solution
Customer Provided: Customer Provided: NCR Provided:
• CRM Database • POS Help Desk • Maintenance
• Content Development • POS HW Maintenance • POS, Self-service
• Back-office
NCR PProvided:
id d NCR PProvided:
id d • M lti
Multivendor
d
• Multi-channel Marketing • Self-service Help Desk • Networking
Solution • Self-service HW/SW
• Hosted Application Maintenance • Deployment
• Secure Server • Incident Management
g
Infrastructure Customer Owns Asset • Dedicated PS
• Incident Reduction
NCR Owns Asset
Examples: Examples:
Examples: • Grocery Hypermarket
Grocery, • Hypermarket (customer
• Specialty, Online Retail • Travel owned)
• Sports Teams • Telco • Bank (NCR owned)
NCR Confidential 12

14. NCR Confidential 13

15. Next Gen for Self‐Service Solutions: Managed Services
MaxBox Digital Retail Ltd
Solution provider & digital content aggregator for self‐service kiosks.
2004 – Entered the kiosk industry
2006 – Introduced Digital Retail
2009 – Opened MaxBox Middle East office
2009 O d M B Middl E ffi
2010 – Planned expansion to USA, Caribbean & India
Extensive experience in Retail, Leisure, Hospitality, Travel and Government projects

16. Customer requirements of a managed service?
MAINTAIN & ACHIEVE
business goals & objectives through a self‐service approach
FOCUS
internal resources
FINANCIAL PLANNING
Minimal capital investment
Forecasting for internal structures & ROI
UTILISE
expertise & infrastructure of external service provider
SLAs
allow peace of mind

17. Requirements for deployment
KNOWLEDGE
? Clear project requirements with venue & customer intelligence
Project background, territories & KPIs
Project Initiation
Document
TIMELINES
Input from third party suppliers & requirements for licensing Project Schedule
Software & hardware design & build
IMPLEMENTATION PLAN
IMPLEMENTATION PLAN
Testing requirements & live test venues Test Matrix
Installation & training agreements
MAINTENANCE REQUIREMENTS
MAINTENANCE REQUIREMENTS
Monitoring and escalation requirements SLAs
Requirement level of kiosk management suite
MOVING FORWARD
MOVING FORWARD
Ongoing, proactive KPI assessment through regular reviews Project Roadmap

18. Managed service success example
Mobile Top‐Up kiosk – Network provider’s retail stores
MANAGED SERVICE allowed:
FAST provision of self‐service solution without client disruption
FAST provision of self service solution without client disruption
COMPLETE project control by MaxBox on hardware, software, maintenance, monitoring & reporting.
MANAGED SERVICE in‐store:
STOPPED top‐up transactions at till points
STOPPED t t ti t till i t
INTRODUCED card payment transactions
SELF‐SERVICE RESULTS
FOCUSED staff on high margin sales
FOCUSED staff on high margin sales
INCREASED revenue by 300% within weeks!!
= PROVEN RETURN ON INVESTMENT
FROM A SELF‐SERVICE MANAGED SERVICE

19. To find out more….
www.themaxbox.com +44 161 942 4600
MaxBox Digital Retail Ltd UK
Denzell House, Dunham Road
Bowdon, Altrincham. Cheshire WA14 1LA
UNITED KINGDON
UNITED KINGDON
MaxBox Digital Retail Ltd UK
g
MaxBox Middle East Abu Dhabi
MaxBox Caribbean Jamaica
As big as your imagination

20. 1. Everyone seems to have an understanding of what software-
as-a-service (SaaS) is, but what software specifically are
i (S S) i b t h t ft ifi ll
suppliers supporting?
2. Moreover, h
2 M how would a b dl d (i.e., hardware, software,
ld bundled (i h d ft
services) offering/method work? Is that an option?
3. How d
3 H does thi bundled offering/method differ from leasing?
this b dl d ff i / th d diff f l i ?
19 – VDC Research Group, Inc.

21. 4. How will managed services work without a previously installed
self service technology installed base?
lf i t h l i t ll d b ?
5. What effect does the installation environment or existing IT
infrastructure have on a managed services deployment
i f t t h d i d l t
model? Are there limitations for example?
6. How will the relationship between IT infrastructure and
6 H ill th l ti hi b t i f t t d
hosted services be managed?
20 – VDC Research Group, Inc.

22. 7. Will a managed services deployment approach support
customized hardware or a software ?
t i dh d ft
8. Will migration to a managed services deployment method
support my i t ll d base of custom-developed (in-house or
t installed b f t d l d (i h
3rd party) software?
21 – VDC Research Group, Inc.

23. Managed Services Self-Service: Research Objectives
• Global geographic coverage
• Enterprise-user analysis
• Self-service supplier, managed services partner, channel
analysis
• Self-service solution provider capabilities and position analysis
• Definition of managed services offerings for self-service
solutions and analysis of currently available offerings
offerings.
Study Publication Date Founding Sponsorship Period
Feb 2010 Through November 8, 2009
22 – VDC Research Group, Inc.

24. Thank You for Attending this VDC Webcast
For more information about VDC Research’s coverage of the global
markets for Transaction Automation technologies – including the Managed
Services – Self-Service Solutions: 2009 Market Requirements and
Opportunity Analysis – please contact:
Rory Gardner
AutoID & Transaction Automation Practice
email: rgardner@vdcresearch com
rgardner@vdcresearch.com
phone: 508-653-9000 ext. 149
web: http://www.vdcresearch.com
23 – VDC Research Group, Inc.