The ISG Outsourcing Index (formerly the TPI Index) provides a quarterly review of the latest sourcing industry data and trends for clients, service providers, analysts and the media. For more than a decade, it has been the authoritative source for marketplace intelligence related to outsourcing transaction structures and terms, industry adoption, geographic prevalence and service provider performance. The global outsourcing market is constantly evolving. Keep pace with the change and capitalize on the latest trends with the ISG Outsourcing Index.

1. Hosted by:
Joseph Foresi
Janney Capital Markets
10 April 2014
The Global ISG Outsourcing Index
First Quarter 2014
Market Data and Insights

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Covering the state of the outsourcing industry for global, commercial contracts.*
Welcome to the 46th Quarterly Outsourcing Index Review
Esteban Herrera
Partner
John Keppel
Partner & President
Dr. David Howie
Partner

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At a Glance
BROADER MARKET ACV UP Y/Y
WITH 10 MEGA-RELATIONSHIPS SUPPORTING MARKET GROWTH
ITO ACV UP, DRIVEN BY NEW SCOPE ACV
BPO ACV DECLINED Y/Y ON INCONSISTENT CONTRACT ACTIVITY
AMERICAS ACV IMPROVES MARKEDLY OVER THE PRIOR THREE QUARTERS
EMEA ACV UP MODERATELY Y/Y
WITH CONTRACTING ACTIVITY REMAINING HIGH FOR NEW SCOPE AND ITO AWARDS
ASIA PACIFIC ACV UP SIGNIFICANTLY Y/Y AS SEVERAL MAJOR MARKETS,
ANZ, INDIA AND SE ASIA, REBOUND FROM A DIFFICULT 2013
Scorecard
1Q14 1Q Y/Y 1Q Q/Q 1Q14 1Q Y/Y 1Q Q/Q
ACV ($B)* Change Change Counts Change Change
Global Market $ 5.7 14% 24% 321 11% 6%
New Scope $ 3.6 41% 23% 211 8% 3%
Restructurings $ 2.1 -15% 24% 110 20% 11%
Mega-Relationships $ 1.6 18% 229% 10 25% 233%
ITO $ 4.3 29% 16% 229 21% 1%
BPO $ 1.4 -16% 53% 92 -7% 19%
Americas $ 1.9 -16% 32% 113 -7% 0%
EMEA $ 2.9 29% 10% 165 21% 1%
Asia Pacific $ 0.9 89% 69% 43 43% 59%

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Broader Market ACV is up Y/Y with increases in both volume and size of awards
supporting growth. The award count in the trailing 12 months is at an all-time high.
Broader Market ACV ($B)* and Counts
Broader Market Trailing 12 Months
Broader Market Contract Award Trends
$5.7
$4.6
$5.7
$3.6
$5.0$5.2$5.6
$6.2$6.0
321303
349
210
288274252
285
328
1Q144Q3Q2Q1Q134Q3Q2Q1Q12
ACV Counts
$19.7$22.0$23.3$21.2$22.6
1,1831,0991,1731,0941,009
2Q13 - 1Q142Q12 - 2Q132Q11 - 1Q122Q10 - 1Q112Q09 - 1Q10
ACV Counts

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10396879127
221820161422192324
289282
320
188
266245
224
250
297
178
164
187
113
147
135
105
148
172
1Q144Q3Q2Q1Q134Q3Q2Q1Q12
$1.6$1.4$1.0
$1.2$0.7
$1.5
$1.8
$2.0$2.4
$1.1
$0.9
$1.1
1Q144Q3Q2Q1Q134Q3Q2Q1Q12
The 10 awards this quarter in the largest ACV band are one of the best results in
two years. Counts in lowest ACV band ($5M-$9M) are up 20% from a year ago.
Broader Market Contract Trends by Deal Size
Comparing Broader Market Contracting Awards ($B)*
Grouping in ACV Contract Size Bands
ACV($B)* Contract Counts
$10-39M $40-99M $100M+$5-9M

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New Scope ACV is up in 1Q14 on increasing contract activity. In the last 12 months,
the number of Restructuring awards is up 24% over the prior 12-month period.
New Scope ACV ($B)* Trailing 12 Months
New Scope and Restructuring Contract Award Trends
New Scope ACV ($B)* Counts
Restructuring ACV ($B)* Trailing 12 MonthsRestructuring ACV ($B)* and Counts
$12.5
$14.3$14.2$15.3$16.3
809797
888836791
2Q13 -
1Q14
2Q12 -
2Q13
2Q11 -
1Q12
2Q10 -
1Q11
2Q09 -
1Q10
ACV Counts
$7.2$7.7
$9.1
$5.9$6.3
374
302285
258
218
2Q13 -
1Q14
2Q12 -
2Q13
2Q11 -
1Q12
2Q10 -
1Q11
2Q09 -
1Q10
ACV Counts
$3.6
$3.0$3.2
$2.7$2.6
$3.5$3.7
$4.5
$3.5
211204
235
159
196188193
220
240
1Q144Q3Q2Q1Q134Q3Q2Q1Q12
ACV Counts
$2.1
$1.7
$2.5
$0.9
$2.4
$1.7$1.8$1.7
$2.5
110
99
114
51
9286
5965
88
1Q144Q3Q2Q1Q134Q3Q2Q1Q12
ACV Counts

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ITO ACV is up 29% Y/Y on substantial New Scope ACV. In the last 12 months, the
number of contracts is up 15% over the prior 12-month period.
ITO Trailing 12 Months
ITO Contract Award Trends
ITO ACV ($B)* and Contract Counts
$4.3$3.7$4.3
$2.3
$3.4$3.4$3.7$3.5$4.1
229226245
127
189194
162173
209
1Q144Q3Q2Q1Q134Q3Q2Q1Q12
ACV Counts
ITO Domain Details ACV ($B)*
$1.30
$0.56
$0.70
$1.76
$0.0 $0.5 $1.0 $1.5 $2.0
ADM
Network Services
ADM + Infrastructure
Infrastructure
Avg of 8 Prior Qtrs 1Q14
ITO New vs. Restructuring ACV ($B)*
$14.6$13.9
$16.3$15.9$16.7
827
718744701668
2Q13 -
1Q14
2Q12 -
2Q13
2Q11 -
1Q12
2Q10 -
1Q11
2Q09 -
1Q10
ACV Counts
$2.33
$1.37
$2.81
$1.50
$0.0
$0.5
$1.0
$1.5
$2.0
$2.5
$3.0
New Scope Restructuring
Range of Prior 8 Qtrs Avg of 8 Prior Qtrs 4Q13 1Q14

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BPO ACV and number of awards are up Q/Q, 53% and 19% respectively, yet the
trailing 12 months compares show a significant decline over the prior like period.
BPO Trailing 12 Months
BPO Contract Award Trends
BPO ACV ($B)* and Contract Counts
BPO Domain Details ACV ($B)*
$0.27
$0.14
$0.17
$0.01
$0.02
$0.35
$0.26
$0.08
$0.08
$0.03
$0.0 $0.1 $0.2 $0.3 $0.4 $0.5
Multi-Process
Contact Centers
F&A
Procurement
HRO
Facilities Mgmt
Industry-Specific
R&D/KPO
Document Mgmt
Supply Chain Mgmt
Avg of 8 Prior Qtrs 1Q14
BPO New vs. Restructuring ACV ($B)*
$0.62
$0.30
$0.84
$0.57
$0.0
$0.5
$1.0
$1.5
$2.0
$2.5
New Scope Restructuring
Range of Prior 8 Qtrs Avg of 8 Prior Qtrs 4Q13 1Q14
$1.4
$0.9
$1.4$1.3
$1.7$1.8$1.9
$2.7
$1.9
92
77
104
83
99
80
90
112
119
1Q144Q3Q2Q1Q134Q3Q2Q1Q12
ACV Counts
$5.1
$8.1
$7.0
$5.4$6.0
356381
429
393
341
2Q13 -
1Q14
2Q12 -
2Q13
2Q11 -
1Q12
2Q10 -
1Q11
2Q09 -
1Q10
ACV Counts

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Accenture
Atos
Capgemini
Cognizant
HCL
IBM
Infosys
TCS
Wipro
Xerox
Minacs
Aon Hewitt
Atento
Capita
CB Richard Ellis
Garda World
Genpact
Interserve
ISS Global
Xchanging
BT
Carillion
CSC
Dell
EVRY
HP
iGATE
Orange
Tech Mahindra
T-Systems
ITO Only
The leading providers in both ITO and BPO have remained fairly consistent in recent
years.
Top 20 Commercial Providers by Scope - Trailing 12 Months
Note: Service providers in alphabetical order; no rankings implied.
Placements based on ACV of commercial contract awards sourced from ISG Contracts Knowledgebase ®.
BPO Only
Leaders in both ITO and BPO

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Americas ACV, while down Y/Y, is at its highest point in four quarters. The trailing 12
months ACV is down 24%, yet the number of awards is down only slightly.
Americas Trailing 12 Months
Americas Contract Award Trends
$6.2
$8.2$8.9
$7.9
$9.1
433
450
538
439445
2Q13 -
1Q14
2Q12 -
2Q13
2Q11 -
1Q12
2Q10 -
1Q11
2Q09 -
1Q10
ACV Counts
Americas Quarterly ACV ($B)* and Counts
$1.9
$1.4
$1.7
$1.1
$2.3
$1.9$1.9$2.1
$2.9
113113
137
70
122
111106111
167
1Q144Q3Q2Q1Q134Q3Q2Q1Q12
ACV Counts
Americas ITO vs. BPO ACV ($B)*
$1.10
$0.34
$1.01
$0.90
$0.0
$0.5
$1.0
$1.5
$2.0
$2.5
ITO BPO
Range of Prior 8 Qtrs Avg of 8 Prior Qtrs 4Q13 1Q14
Americas New vs. Restructuring ACV ($B)*
$0.90
$0.54
$0.92 $0.99
$0.0
$0.5
$1.0
$1.5
$2.0
New Scope Restructuring
Range of Prior 8 Qtrs Avg of 8 Prior Qtrs 4Q13 1Q14

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$0.13
$0.04
$0.01 $0.02
$0.00
$0.05
$0.10
$0.15
$0.20
$0.25
$0.30
Canada Brazil Other
LatAm
Mexico
Range of Prior 8 Qtrs Avg of 8 Prior Qtrs 4Q13 1Q14
U.S. results rebounded in 1Q14 and were up over the eight-quarter average.
Financial Services ACV is up substantially, driven by large contract awards.
Americas Contract Award Trends Detail
Americas Sub-regions ACV ($B)*
$0.45
$0.64
$0.12
$0.14
$0.09
$0.21
$0.08
$0.17
$- $0.2 $0.4 $0.6 $0.8
Manufacturing
Financial Services
Telecom & Media
Energy
Travel, Transport,
Leisure
Business Services
Healthcare & Pharma
Retail
Avg of 8 Prior Qtrs 1Q14
Americas Industries ACV ($B)*
$1.71
$-
$0.5
$1.0
$1.5
$2.0
$2.5
$3.0
U.S.

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EMEA ACV was up 29% Y/Y on continued high contracting activity, up 21% Y/Y.
The positive quarterly results are driven by New Scope awards and ITO strength.
EMEA Trailing 12 Months
EMEA Contract Award Trends
EMEA Quarterly ACV ($B)* and Counts
EMEA ITO vs. BPO ACV ($B)*EMEA New vs. Restructuring ACV ($B)*
$1.56
$1.11
$2.23
$0.71
$0.0
$0.5
$1.0
$1.5
$2.0
$2.5
$3.0
New Scope Restructuring
Range of Prior 8 Qtrs Avg of 8 Prior Qtrs 4Q13 1Q14
$2.15
$0.51
$2.49
$0.46
$0.0
$0.5
$1.0
$1.5
$2.0
$2.5
$3.0
ITO BPO
Range of Prior 8 Qtrs Avg of 8 Prior Qtrs 4Q13 1Q14
$2.9$2.7
$3.5
$2.0$2.3
$2.8$2.9$2.7$2.6
165163
174
109
136132
108
125
135
1Q144Q3Q2Q1Q134Q3Q2Q1Q12
ACV Counts
$11.1$10.7
$12.4
$10.8$11.1
611
501522521
438
2Q13 -
1Q14
2Q12 -
2Q13
2Q11 -
1Q12
2Q10 -
1Q11
2Q09 -
1Q10
ACV Counts

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The U.K. and Nordics built on their consistent performances. French ACV is up
significantly due to large contract awards.
$1.28
$0.33
$0.42
$0.15
$0.06
$0.63
$0.05
$0.04
$-
$0.2
$0.4
$0.6
$0.8
$1.0
$1.2
$1.4
$1.6
U.K. &
Ireland
DACH Nordics Benelux Southern
Europe
France Africa &
Middle
East
E. Europe
& Russia
Range of Prior 8 Qtrs Avg of 8 Prior Qtrs 4Q13 1Q14
EMEA Contract Award Trends Detail
EMEA Sub-regions ACV ($B)* EMEA Industries ACV ($B)*
$0.41
$0.53
$0.56
$0.19
$0.79
$0.27
$0.08
$0.10
$- $0.2$0.4$0.6$0.8$1.0
Manufacturing
Financial Services
Telecom & Media
Energy
Travel, Transport,
Leisure
Business Services
Healthcare & Pharma
Retail
Avg of 8 Prior Qtrs 1Q14

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Asia Pacific ACV was up significantly Y/Y on the highest contracting activity in two
years. The ACV of the largest AP ITO awards were up significantly Y/Y and Q/Q.
Asia Pacific Trailing 12 Months
Asia Pacific Contract Award Trends
$2.4
$3.1
$1.9
$2.5$2.5
139148
113
134126
2Q13 -
1Q14
2Q12 -
2Q13
2Q11 -
1Q12
2Q10 -
1Q11
2Q09 -
1Q10
ACV Counts
Asia Pacific Quarterly ACV ($B)* and Counts
$0.9
$0.5$0.5$0.5$0.5$0.6
$0.8
$1.4
$0.5
43
27
38
313031
38
49
26
1Q144Q3Q2Q1Q134Q3Q2Q1Q12
ACV Counts
Asia Pacific ITO vs. BPO ACV ($B)*
$0.45
$0.07
$0.81
$0.06
$0.0
$0.2
$0.4
$0.6
$0.8
$1.0
ITO BPO
Range of Prior 8 Qtrs Avg of 8 Prior Qtrs 4Q13 1Q14
Asia Pacific New vs. Restructuring ACV ($B)*
$0.50
$0.02
$0.50
$0.37
$0.0
$0.2
$0.4
$0.6
$0.8
$1.0
$1.2
$1.4
New Scope Restructuring
Range of Prior 8 Qtrs Avg of 8 Prior Qtrs 4Q13 1Q14

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$0.23
$0.31
$0.12
$0.05
$0.15
$0.01
$-
$0.1
$0.2
$0.3
$0.4
$0.5
$0.6
$0.7
$0.8
$0.9
$1.0
India and
South Asia
ANZ Greater
China
Japan South East
Asia
South Korea
Range of Prior 8 Qtrs Avg of 8 Prior Qtrs 4Q13 1Q14
Several of Asia Pacific’s major markets, ANZ, India and SE Asia, rebounded from
4Q13. 1Q14 ACV awards in Telecom and Manufacturing are up significantly.
Asia Pacific Contract Award Trends Detail
Asia Pacific Sub-regions ACV ($B)* Asia Pacific Industries ACV ($B)*
$0.28
$0.12
$0.27
$0.01
$0.17
$0.00
$0.01
$0.01
$- $0.1 $0.2 $0.3
Manufacturing
Financial Services
Telecom & Media
Energy
Travel, Transport,
Leisure
Business Services
Healthcare & Pharma
Retail
Avg of 8 Prior Qtrs 1Q14

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Asia PacificEMEAAmericas
Half of the Top 20 Providers in each region lead across all three major markets.
Top 20 Commercial Providers by Region - Trailing 12 Months
Note: Service providers in alphabetical order; no rankings implied.
Placements based on ACV of commercial contract awards sourced from ISG Contracts Knowledgebase ®.
Global
Multi-Region
Single Region
Accenture Accenture Accenture
Capgemini Capgemini Capgemini
Cognizant Cognizant Cognizant
CSC CSC CSC
HCL HCL HCL
HP HP HP
IBM IBM IBM
Infosys Infosys Infosys
TCS TCS TCS
Tech Mahindra Tech Mahindra Tech Mahindra
iGATE iGATE
Wipro Wipro
Allscripts Atos Amdocs
Atento BT ChinaSoft
CB Richard Ellis Capita Fujitsu
Dell Carillion Hollysys
Garda World EVRY Lufthansa Systems
ISS Global Orange Optus
Minacs Quindell Pactera
Xerox Tieto Redknee
T-Systems Telstra

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For the past 12-month total, Public Sector ACV represents 64% of global awards,
outpacing the Commercial sector, with larger average contract size in comparison.
Public Sector Trailing 12 Months Counts
Global Public Sector Award Trends
1,1831,0991,1731,0941,009
1,066
956874849
704
2Q13 -
1Q14
2Q12 -
2Q13
2Q11 -
1Q12
2Q10 -
1Q11
2Q09 -
1Q10
Commercial Sector Public Sector
Public Sector Trailing 12 Months ACV ($B)*
Public Sector ITO vs. BPO TTM ACV ($B)*Public Sector ACV Percentage of All Contracts
64%
55%
51%
56%
49%
2Q13 -
1Q14
2Q12 -
2Q13
2Q11 -
1Q12
2Q10 -
1Q11
2Q09 -
1Q10
$19.7
$35.1
$27.1
$24.4
$27.4
$21.6
2Q13 -
1Q14
2Q12 -
2Q13
2Q11 -
1Q12
2Q10 -
1Q11
2Q09 -
1Q10
Commercial Sector Public Sector
$28.1
$20.3
$17.6
$20.3
$16.5
$7.1$6.8$6.8$7.1$5.1
2Q13 -
1Q14
2Q12 -
2Q13
2Q11 -
1Q12
2Q10 -
1Q11
2Q09 -
1Q10
Public Sector ITO ACV Public Sector BPO ACV

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The U.S. and U.K. Public Sectors have ACV market shares that far outpace other
markets. U.S.-based providers are market leaders, regardless of geography.
Share of Public Sector ACV for Trailing 12 Months Top 10 Providers by Major Region
Global Public Sector Award Trends by Region
ITO vs. BPO ACV for Trailing 12 Months
61%
23%
8% 7%
US & Canada U.K. Continental
Europe
Australia
U.S. & Canada
CACI
CGI
CSC
General Dynamics
Harris Corp.
HP
Lockheed Martin
Mantech
Northrop Grumman
SAIC
Australia
Accenture
CSC
Data 3
Fujitsu
HP
IBM
Optus
Serco
Telstra
Unisys
U.K.
Atos
BT
Capgemini
Capita
CGI
CSC
Fujitsu
HP
IBM
Serco
Europe
Accenture
Atos
BT
Capgemini
Fujitsu
HP
IBM
Indra
T-Systems
Tieto
72%
39%
89%
67%
28%
61%
11%
33%
US & Canada UK Continental
Europe
Australia
ITO BPO
Other = 2%
Note: Service providers in alphabetical order; no rankings implied.
Placements based on ACV of public sector contract awards sourced from ISG Contracts Knowledgebase ®.

19. Special Topic for First Quarter 2014
Esteban Herrera
Partner

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A Look at the Growth in the U.S. Healthcare Market
The U.S., which has the largest Healthcare market globally, is experiencing dynamic
change along with a shift in the mix between Commercial and Public Sector sourcing.
2002-04
Since 2011
57%U.S Market Share
that’s $6.7 billion in contracting
Global Public and Commercial Healthcare Market Activity
nearly Doubled from 10 years ago
U.S. Federal Healthcare Market
Activity Surges (U.S. $B)
$2.56
$1.55
$1.29
$1.33
$2.86
$3.10
Since 2011
2008-2010
U.S. Federal U.S. State and Local U.S. Commercial

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U.S. Healthcare Change – There’s big work to be done
Seismic shifts in the U.S. Healthcare industry are creating compliance and efficiency
challenges, triggering unprecedented Commercial and Public sector spending.
A complete transformation of the business model
► From B2B to B2C
► Population and wellness-management solutions (big data)
► Bundled payments require formation of ACOs
Affordable
Care Act
Competition drives effectiveness and efficiency
► Project work shifts spend from staff augmentation to managed services
► M&A activity by both payers and providers to handle administrative burden
► Blurred lines between payer and provider may drive vertical integration
S $$ $
Provider
Competition
Uncertainty
ICD10 Implementation uncertainty around new claims coding protocol
► Industry effectively caught “half-pregnant” without many choices
► Claims processing efficiency and effectiveness under threat

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 Broader Market ACV turned positive with larger deals driving growth
 New Scope awards support positive results in the IT market, while the BPO
market trends remain uneven
 Europe continues to generate consistent ACV results, and contracting
activity remains high
 Large ITO awards helped support Asia Pacific ACV growth as contracting
activity rebounded from a softer 2013
 Americas had its best quarterly ACV result since 1Q13
 The U.S. Healthcare market (both public and commercial sector) is
undergoing significant change, with a heightened focus on cost control,
making it an ideal market for stepped-up sourcing activity
 We expect first-half 2014 ACV growth in excess of 15%
 We expect full-year 2014 ACV growth to reach high single-digits over a
weak 2013. The industry pipeline is showing good activity levels
 Number of contracts should continue to grow at a larger magnitude than
ACV as many second-generation contracts get renewed in multi-sourced
environments
1Q14 ISG Outsourcing Index Summary and Outlook
summary
market
outlook
market

23. © 2014
Information Services
Group, Inc.
All Rights Reserved
isg-one.com
*Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase®
23
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will.thoretz@isg-one.com
► Jim Baptiste
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www.isg-one.com

24. First Quarter 2014

25. © 2014
Information Services
Group, Inc.
All Rights Reserved
isg-one.com
*Contracts with ACV ≥ $5M from the ISG Contracts Knowledgebase®
25
The ISG Outsourcing Index has moved to ACV as the primary measure of the
Broader Market. In transition, we will continue to provide a high-level TCV view of
the market via a Scorecard analysis.
First Quarter TCV Scorecard
*Contracts with TCV ≥ $25M from the ISG Contracts Knowledgebase®
Scorecard
1Q14 1Q Y/Y 1Q Q/Q
TCV ($B)* Change Change
Global Market $ 24.9 25% 18%
New Scope $ 16.1 12% 50%
Restructurings $ 8.8 57% -16%
Mega-deals $ 3.2 17% -37%
ITO $ 17.7 26% 37%
BPO $ 7.3 22% -13%
Americas $ 8.3 51% -12%
EMEA $ 12.5 0% 29%
Asia Pacific $ 4.1 110% 102%

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