MAIN MENU REAL RESULTS CLIENTSOPERATIONAL EXCELLENCECOMPANYSERVICESINDUSTRIESRECOGNITION 1...

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MAIN MENU

REAL RESULTS

CLIENTS OPERATIONAL EXCELLENCECOMPANY SERVICES INDUSTRIESRECOGNITION

Demystifying the Enterprise

Don Liedtke

Executive Vice President, ACS

October 29, 2004

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ACS is Established• Founded in 1988• 445 on the Fortune 500• $4 billion in annual revenues• 750 global locations• Nearly 100 countries• Diverse client base• More than 43,000 employees• NYSE symbol: ACS• www.acs-inc.com

Computer Sciences

Leaders

IBM

EDS

Unisys

Perot Systems

CGI Group

HPSAIC

Lockheed Martin

Verizon Information Technologies

Challengers

VisionariesNiche Players

Completeness of Vision

Abi

lity

to E

xecu

te

From: Gartner Magic Quadrant – Full Service Providers Updated March 2002, © Gartner

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ACS is GlobalServing clients in nearly 100 countries

ACS Clients Served

Major ACS Shared Service Centers

Santo Domingo, Dominican Republic

Suva, Fiji

Accra, Ghana

Guatemala City, Guatemala

Bangalore, India

Cork, Ireland

Montego Bay, Jamaica

Chihuahua, Mexico

Hermosillo, Mexico

Juarez, Mexico

Monterrey, Mexico

Barcelona, Spain

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ACS is Recognized

Fortune 500 – 445

Fortune’s Most Admired Companies, #3 Computer and Data Services

Forbes Platinum 400, #1 Best Managed Company in Software and Service

S&P 500 stock index and top 10 portfolio

within the business community

Recognition within the Industry

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ACS is Part of Your Life

Click on indicated logos to see what clients say about ACS

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Service OfferingsACS is a true end-to-end service provider working with you to attain your business goals

– Ensure Best Practices, Skills, and Technology– Lower Costs and Improve Productivity– Improve Accuracy and Customer Experience– Access Global Technology Infrastructure– Leverage Resources, Facilities, and Relationships

Focus on Board Room issues, not the components

Ala carte services have create a backlash in executive suites

Administration

Customer Care

Finance & Accounting

Human Resources

Information Technology Outsourcing

Payment Services

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Industries ServedACS brings a deep knowledge base and ability to apply best practices learned from serving multiple vertical markets

ACS Clients are Leaders in: – Manufacturing – from Suds to Steel– Moving People, Merchandise, Raw Materials– Selling Slurpees, Happy Meals, Shoes– Saving Lives and Saving for Retirement

Communications

Education

Financial Services

Healthcare

Insurance

Manufacturing

Retail

Transportation

Travel

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Process Engineering

World-ClassTechnology

Proprietary Software

Global Production Model

Strategic Business Units

Performance-BasedCompensation

Operational Excellence

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Results

Insurance Claims Management: Increased claims processed-to-completion from 30% to 70% and improved data accuracy to 99.5%

Credit Application Handling: Improved fraud detection, which reduced workforce by 80%

Loan Processing: Reduced loan processing costs by over 25%

Health Services: Improved claim turn-around from weeks to 48 hours

Invoice Transactions:Achieved critical field accuracy rates of 99.5%, improved cycle time from 3 weeks to 15.2 hours, and reduced invoice processing costs by 76%

Mortgage ServicesIncreased document management services productivity by 35%

Accounts Payable Processing:Shortened billing cycle by 70% and reduced information turnaround by 90%

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This presentation may contain “forward-looking statements” within the meaning of the Private Securities

Litigation Reform Act of 1995. These statements are subject to numerous risks and uncertainties, many of

which are outside the Company’s control. As such, no assurance can be given that the actual events and

results will not be materially different than the anticipated results described in the forward-looking state-

ments. Factors could cause actual results to differ materially from such forward-looking statements. For a

description of these factors, see the Company’s prior filings with the Securities and Exchange Commission,

includ-ing the most recent Form 10-K. ACS disclaims any intention or obligation to revise any forward-

looking statements, whether as a result of new information, future event, or otherwise.

ACS Copyright 2004This presentation may not be reproduced without the expressed written consent of ACS, Inc. The ACS logo, and logo type are the property of Affiliated Computer Services, Inc. All logos used in this presentation are the sole property of their respective owners.

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ACS is Part of Your Life

Click on indicated logos to see what clients say about ACS

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CLIENTS OPERATIONAL EXCELLENCECOMPANY SERVICES INDUSTRIESMAIN MENU RECOGNITION

ACS Services Provided

ITO

F&A

“Our Retail Information System is the central nervous system of our company --it touches every customer we serve. We trust ACS to bring the innovation and services needed to ensure the system is fully operational 365x24x7. ACS keeps us ahead of our competition by giving us the flexibility to grow and anticipate our customers’ needs.”

Keith Marrow, CIO, 7-Eleven

“When crises or opportunities arise, ACS is able to act on our behalf in short order…they know where they can add the most value and they are able to act quickly.”Sylvester Johnson, Vice President and Controller,7-Eleven

7-Eleven

Return to List of Select Clients

Next Client

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“We need information on a moment’s notice, and ACS has provided us with extraordinary visibility and immediate access to critical information. We can see the process as it happens, so we can anticipate issues and either circumvent them or fix them before they become serious.

Henri Dillies, Vice President of Revenue Accounting

Air France


Administration

Air France


Next Client

14REAL RESULTS


“ACS is very serious about their business and listening to their customers. As opposed to our previous supplier, ACS is doing a very good job. We are substantially happier.”

“We used to spend a great deal of time and effort managing resources and preparing for month-end, which loomed over us. Now, with ACS, these tasks just happen. It is a real relief. Turnaround time, accuracy, predictability, and especially visibility, have also improved measurably.

Andrew McCurdie, General Manager of Revenue Accounting

Air New Zealand


Administration

Air New Zealand


Next Client

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“ACS has become an integral part of the General Motors team by providing a broad range of Finance and Accounting services to us. They have a strong understanding of our business, our culture, and the way we operate. ACS’ capabilities, professionalism, and focus on results have allowed our partnership to flourish. That is why GM works with ACS in so many critical capacities today.”

Delle ZurSchmiede, Executive Director of Financial Shared Services

General Motors


ITO

Human Resources

F&A

General Motors


Next Client

16REAL RESULTS


“ACS brings best in-class service to its clients, and Goodyear will receive ongoing process solutions from that excellence.”

Kathleen T. Geier, Senior Vice President of Human Resources

The Goodyear Tire & Rubber Company


ITO

Human Resources

Good Year


Next Client

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“At MetLife, we process tens of millions of claims each year—millions per month. With its advanced, proprietary technologies, ACS processes a MetLife claim online in seconds, rather than days.

The process results in significant savings in time, effort, and money.

As a result, we have reduced costs by 50%, improved customer satisfaction dramatically, and our ROI is huge.”

Carlos Creamer, Vice President of Strategic Operations

MetLife


Administration

MetLife


Next Client

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CLIENTS OPERATIONAL EXCELLENCECOMPANY SERVICES INDUSTRIESMAIN MENU RECOGNITIONMiller Brewing

“ACS’ critical-care, post move transition period was excellent, extremely well planned and executed. All of the ACS data center professionals were available to us immediately, and the level of commitment they provided to us was wonderful.”Bill Christel, Director of External Shared Service Centers, Miller Brewing

“I appreciate the commitment ACS has made to Miller. It’s great to see their willingness to jump in and effectively solve problems.”

Dave Baumann, VP Information Systems, Miller Brewing Company

RECOGNITION OPEXCOMPANY SERVICES INDUSTRIESMAIN MENU


ITO


Next Client

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“Motorola operates in one of the global economy’s most competitive industries. As such, we must focus on strategic matters—growing our business and enhancing customer satisfaction while reducing costs. Our strategic partnership with ACS allows us to do that, while creating a better future for our HR professionals. It is truly an ideal relationship.”

Glenn Gienko, Executive Vice President & Director or HR

Motorola


ITO

Human Resources

Customer Care

Motorola


Next Client

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“Office Depot, Inc. partnered with ACS to re-engineer our Accounts Payable workflow, improve cycle time, and increase accountability, while maintaining the highest standards of accuracy. ACS offered scalable solutions for processes that were not our core competencies, allowing us to maintain our focus on delivering fantastic customer service. Their technology was easily customized to Office Depot’s specifications and resulted in a favorable return on investment.”

Cathy Kollman, Director Accounts Payable

Office Depot, Inc.


F&A

Office Depot


Next Client

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“ACS, from the moment we started this project, took a genuine interest in making sure that we were considered a partner not just a customer. All the way from the senior management of ACS, down to the people that are actually processing the work, we have always felt that we are very, very valued in terms of a partner, and they were very concerned about us instead of just basically getting the work done."

Marty Scaminaci

Director - Financial Services


Administration

Pepsi Americas


Next Client

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“Cost-effective, highly reliable data center and network operations are critical to Railinc’s efficient support of the rail industry. ACS presented the optimal approach for Railinc to achieve this goal in the current environment, as well as a practical technology upgrade plan for the future.”

Jim Gardner, President, Railinc


Information Technology

Railinc


Next Client

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“ACS has a lot of integrity. I understand that things are going to break, and I understand that we are going to have situations in the business, but a partnership works together to resolve these issues. What sets ACS apart from a lot of their competitors is their integrity and honesty.”

Darrin Gillham, Program Manager

Ryder Customer Response Center


Customer Care

Ryder

Back to First Client


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Service OfferingsACS is a true end-to-end service provider working with you to attain your business goals

– Ensure Best Practices, Skills, and Technology– Lower Costs and Improve Productivity– Improve Accuracy and Customer Experience– Access Global Technology Infrastructure– Leverage Resources, Facilities, and Relationships

Administration

Customer Care


Human Resources


Payment Services

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Administration

• Total Document, Content, Record Management• Data Capture, Scanning, Image Storage & Retrieval• Intelligent Queue, Exception, Post Processing• Film/Fiche Processing and Media Conversion• Integrated Workflow• Mailroom

…the process results in significant savings in time, effort, and money. As a result, we have reduced costs by 50%…MetLifeAdministration

Customer Care


Human Resources


Payment Services

Return to List of Services

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Customer Care

• Sales & Retention, Customer Save & Re-Acquisition, Orders, Up-and-Cross Sell

• Customer Services, Interaction, Dispatch, Activations

• Technical Support:– PC Hardware, Software, and Connectivity– Low-Level Networking and Systems– Advanced Diagnostics, Networking, Route/Switch

“ACS took my vision, considered the customer requirements, and made it a reality.” Ryder

Administration

Customer Care


Human Resources


Payment Services


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• Accounts Payable, T&E, Vendor Services• Accounts Receivable, Billing, Verification,

Collection, Resolution• General Accounting, Analysis, Reconciliation,

Reporting, Fixed Assets, Tax & Treasury Processes• Procurement, Discrepancy Resolution, Electronic

Settlement, Requisition & PO Management, Reverse Auction

…ACS’ capabilities, professionalism, and focus on results…that is why GM works with ACS in so many critical capacities…GM Financial Services

Finance and Accounting

Administration

Customer Care


Human Resources


Payment Services


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• Benefits Administration • Compensation, Payroll• HR Information Systems, Core Process Redesign• Employee Assistance, Self-Service Portals, Service Centers,

Learning Services • Staffing, Relocation• Selection, Assessment, Performance Management

…the decision to pick ACS as a partner because of a more flexible style was the right one…Motorola

Human Resources

Administration

Customer Care


Human Resources


Payment Services


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Information Technology

• Application Services• Data Center Operations• Desktop Management• Help Desk Services• Network Management• Security

Cost-effective highly reliable data center and network operations are critical to Railinc’s efficient support of the rail industry. ACS presented the optimal approach…Railinc

Administration

Customer Care


Human Resources


Payment Services


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• Check and Credit/Debit Card Processing• Loan Origination, Loan Servicing• Clearinghouse Services• EBT, EFT, Other Payment Services

“ACS offered the University of Illinois cost-effective solutions for processes that were not in our core competencies. The ACS technology was easily customized to our specifications, which resulted in better internal business practices and improved services for our students.”…University of Illinois at Chicago

Payment Services

Administration

Customer Care


Human Resources


Payment Services


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Industries ServedACS brings a deep knowledge base and ability to apply best practices learned from serving multiple vertical markets

ACS Clients are Leaders in: – Manufacturing – from Suds to Steel– Moving People, Merchandise, Raw Materials– Selling Slurpees, Happy Meals, Shoes– Saving Lives and Saving for Retirement

Communications

Education

Financial Services

Healthcare

Insurance

Manufacturing

Retail

Transportation

Travel

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Communications

• 550,000 transactions a day handled• 30 call centers globally• Manage third-party verification services

for long-distance carriers in more than 15 languages

Communications

Education

Financial Services

Healthcare

Insurance

Manufacturing

Retail

Transportation

Travel

Return to List of Industries

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Education

• Contracts with 1,000+ public, private and for profit colleges & universities

• Manage $100+billion loan servicing portfolio• Process over 2 million FAFSA's each period• Disburse over $1 billion in financial aid annually

while managing financial aid functions at over 50 campuses with 160,000 students

• Manage multiple student information systems across 58 campuses, representing 760,000 students

Communications

Education

Financial Services

Healthcare

Insurance

Manufacturing

Retail

Transportation

Travel


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Financial Services

• Serve 6 of the top 10 U.S. banks• 26 million applications processed annually for 5

major credit card companies• 1 billion mortgage loan images hosted• Process 1.23 million feet of film representing 330

million bank transactions per day

Communications

Education

Financial Services

Healthcare

Insurance

Manufacturing

Retail

Transportation

Travel


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Healthcare

• Serve 9 out of top 10 U.S. Health Plans• Process over 230 million claims annually• Serve 8 of the top 10 BlueCross BlueShield

organizations• 400 million Medicaid claims processed

annually including 30 states• Ranked 5th in Healthcare Informatics “2003

List of the Top 100 Healthcare IT companies”

Communications

Education

Financial Services

Healthcare

Insurance

Manufacturing

Retail

Transportation

Travel


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Insurance

• Process claims for 9 out of top 10 health plans• Process 500 million claims per year for

various State Medicaid programs• 36 million forms processed annually for a

leading insurance provider• Perform data capture on more than 4 million

claims per day• Process more than 2 million billion documents

per day

Communications

Education

Financial Services

Healthcare

Insurance

Manufacturing

Retail

Transportation

Travel


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Manufacturing

• 6 million invoices processed annually for a major manufacturing company

• $20 billion in gross payroll per year for 350,000 employees for a leading automotive manufacturer

• Cut invoice processing costs for a Fortune 10 company in half, while reducing their average invoice cycle time from 53 hours to 15.

Communications

Education

Financial Services

Healthcare

Insurance

Manufacturing

Retail

Transportation

Travel


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Retail

• 1,900 leading restaurants depend on ACS• A major convenience store chain throughout the U.S.

and Canada relies on ACS to manage their Retail Information System (RIS)

• Print and mail thousands of membership information cards and late notices for a leading video retailer

• Host a Total Document Management (TDM) Workflow system allowing workflow functionality and on-line repository for AP, HR, T&E, and Tax documents for a major office supply retailer

Communications

Education

Financial Services

Healthcare

Insurance

Manufacturing

Retail

Transportation

Travel


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Transportation

• Over 700 U.S. trucking companies use ACS’ centralized imaging and data capture services

• 90% of the nation’s electronic verification of commercial vehicles

• 2 million billing documents processed daily for a worldwide shipping and logistics firm

• Provide 24 hour customer care support for largest U.S. trucking company, guaranteeing repair or replacement for all broken units within 2 hours

Communications

Education

Financial Services

Healthcare

Insurance

Manufacturing

Retail

Transportation

Travel


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Travel

• Service 13 major airlines

• 50 million transactions processed annually for

• 12 major passenger airlines

Communications

Education

Financial Services

Healthcare

Insurance

Manufacturing

Retail

Transportation

Travel


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Process Engineering






Operational Excellence

42REAL RESULTS


Process EngineeringEvolutionary vs. Revolutionary Approach

Time

CLIE

NT S

AVIN

GS

ACS EVOLUTIONARY

approach takes on client’s environment

“as-is”savings begin

day one

REVOLUTIONARYAdd new clients to stabilized

center to recoup upfront investment

ACS EVOLUTIONARY phased improvement creates

savings that are passed on to client

REVOLUTIONARY Transformation

implemented

Process Engineering






Return to Operational Excellence

43REAL RESULTS


World-Class Technology

• Enterprise Command Centers in United States and India• Global Technology Centers – follow the sun• 10 data center locations• 10,000 mid-range systems• 3,100+ enterprise UNIX, 6,500+ NT servers• 20,000 network circuits• 5,000+ technology professionals

Process Engineering







44REAL RESULTS



MCP (Workflow)

Transaction Portal

SIR

WebDE

OCR

Process Engineering







45REAL RESULTS


Global Production Model• Multishore approach (onshore, nearshore, offshore)• Cross-border privacy, ethical, and legal expertise• Superior technology and robust global infrastructure

Process Engineering







46REAL RESULTS


Strategic Business Units (SBUs)

Various approaches to the SBU structure reflect our understanding that every client has unique requirements

The SBU provides each client with its own dedicated team, focused solely on their business.

Process Engineering







47REAL RESULTS


Performance-Based Compensation

Time

Units

of W

ork

Client’s Labor Costs Typically Decrease By 20%

Employee Wages Typically Increase By 20%

Productivity Levels Typically Increase By 35%

Process Engineering







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Results

Insurance Claims Management: Increased claims processed-to-completion from 30% to 70% and improved data accuracy to 99.5%

Credit Application Handling: Improved fraud detection, which reduced workforce by 80%

Loan Processing: Reduced loan processing costs by over 25%

Health Services: Improved claim turn-around from weeks to 48 hours

Invoice Transactions:Achieved critical field accuracy rates of 99.5%, improved cycle time from 3 weeks to 15.2 hours, and reduced invoice processing costs by 76%

Mortgage ServicesIncreased document management services productivity by 35%

Accounts Payable Processing:Shortened billing cycle by 70% and reduced information turnaround by 90%

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