ANALYST & INVESTOR PRESENTATION

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1 ANALYST & INVESTOR PRESENTATION 15 NOVEMBER 2010 HSBC, Canary Wharf

2 Agenda Interim Management Statement Support Services Presentations Business overview Internal initiatives delivering value Public sector contracts margin enhancement plan Procurement & supply chain management Growth opportunities UK public sector outsourcing market Middle East outsourcing market HSBC & Interserve Summary Site tour 2 The Trusted Partner

3 Interim Management Statement Trading in line with expectations Stronger second-half performance anticipated Group retains a strong financial position 3 The Trusted Partner

4 SUPPORT SERVICES Business Overview Bruce Melizan Managing Director

5 Support Services Organisation Chart Managing Director Bruce Melizan Business Development Director Phil Clark Finance Director Procurement & Supply Chain Director Guy Bruce Commercial Director MD Commercial Tony Sanders MD Defence MD Engineering MD HALA Keith Dorling MD Health MD Industrial MD Security HR QSHE National Service Centre 5 The Trusted Partner

6 Key messages Leading Support Services Business Margin enhancement plan on track Attractive end markets, both in UK and overseas 6 The Trusted Partner

7 1 billion support services division 23,500 employees Revenue by sector H Custodial & police 5% Health 10% 2010 future , bn 800 Commerce 26% Defence 32% m Infrastructure 6% 200 Government 16% Industry 4% 0 H Historical profit Public / Private split H % 2% 65% Public Privatised Private 7 The Trusted Partner

8 Margin improvement in Support Services 5.0% 4.5% 4.0% 3.5% 3.0% 2.5% 2.0% 1.5% 1.0% 0.5% 0.0% Interserve Support Services 2009 margin Interserve Support Services average margin Initial target margin 8 The Trusted Partner

9 Margin improvement key building blocks Productivity Market Growth The Interserve Way Procurement & In-sourcing Customer Relationships Contract Management 9 The Trusted Partner

10 Contract transformation process Management Responsibility Bid Team Operational Team TRANSITION START TRANSITION END Proposal Development Negotiation Mobilisation Period Transformation Continuous Improvement Transition Input Premobilisation Live Service OPERATIONS INPUT Proposal Submission Contract Award Contract Signature Contract Go-Live 10 The Trusted Partner

11 Risk Management Pricing Experienced Estimators Internal Benchmarks External Benchmarks Performance Data Operational Service solutions Operational Feedback Monthly CVR Monthly Cost Reports Performance Reports Client Feedback Operational Benchmarks Internal and External Audit Support Services Review and Audit In-house risk experts (insurance, QSHE, legal) PLC Audit and Review 3 rd Party Audit and Review 11 The Trusted Partner

12 Examples of Interserve s Clients Central Government Defence Retail Industrial Commercial Local Authorities Health 12 The Trusted Partner

13 Industry recognition and accreditation Winner in Partners in FM manufacturing Winner Partner in Healthcare FM Overall Winner 2007 Overall Winner 2010 Winner Special Recognition Award - Landmarc Sustainability Winner Winner in Best Practice Winner in Innovation Human Capital Awards Winner in Sustainability in real estate Winner in Best Facilities Management provider 2010 ISO 14001: 2004 OHSAS The Trusted Partner

14 Revenue by service lines m Solid track record of developing single service relationships into bundled ones (e.g. BP & HSBC) Bundled services helps to create a deeper and wider client relationship - Single Service Bundled Services 14 The Trusted Partner

15 UK market size and segmentation In-house 32.6% TFM 7.7% bn Contracted-out 59.7% Source: KPMG Facilities Management 2010 Growth market Total Facilities Management (TFM) penetration opportunity 15 The Trusted Partner

16 Spending Review implications Much as we expected - Continue to engage in constructive discussions with government on how we can support public sector cost savings programme - As previously anticipated, may result in some near-term volume pressures Encouragingly, it is also leading to a streamlining of procurement processes We expect substantial opportunities in the coming years as the government seeks to effect structural changes in public service delivery and social infrastructure investment 16 The Trusted Partner

17 Market sector positioning By relative value Local Government Health Market potential Low High Aviation Commercial Central Government Industrial Retail Defence Low High Interserve Positioning 17 The Trusted Partner

18 Internal Initiatives Delivering Value

19 UK Public Sector Contracts Margin Enhancement Plan Keith Dorling Managing Director, Home Affairs & Local Authorities

20 Contract transformation Management Responsibility Bid Team Operational Team TRANSITION START TRANSITION END Proposal Development Negotiation Mobilisation Period Transformation Continuous Improvement Transition Input Premobilisation Live Service OPERATIONS INPUT Proposal Submission Contract Award Contract Signature Contract Go-Live 20 The Trusted Partner

21 Public sector contracts margin enhancement plan Headcount/man-hour reductions c. 350 heads 61% Components of turnaround plan: Agency staff reductions c. 200 heads 23% Operational efficiencies 12% Sub-contractors re-tender 4% Targeted savings 100% Annualised impact in 2011 c. 10m Profile of cumulative targeted savings & progress to date: m Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Target savings Actual/projected savings 21 The Trusted Partner

22 National Service Centre 24/7/365 centralised helpdesk capability Manages c. 80,000 calls a month servicing 5 key clients Space for 130 customer service professionals, providing scope to add extra contracts in time & further improve productivity Improves service performance & flexibility Increases our competitive advantage through cost savings 22 The Trusted Partner

23 Returning contracts to planned levels of profitability Contract A k 4,000 Contract A - Target vs Actual Efficiency Savings 3,000 2,000 1,000 0 Apr May Jun Jul Aug Sep Oct Nov Dec Target Actual Target savings Actual/projected savings Headcount reduction Procurement Contract application (additional revenue) 23 The Trusted Partner

24 Returning contracts to planned levels of profitability Contract B k 1,600 1,400 1,200 1, Contract B - Target vs Actual Efficiency Savings Apr May Jun Jul Aug Sep Oct Nov Dec Target Actual Target savings Actual/projected savings Headcount reductions Temporary roles cost reduction Procurement Asset verification 24 The Trusted Partner

25 Procurement & Supply Chain Management Guy Bruce Procurement & Supply Chain Director

26 Introduction Following the integration of the Specialist and FM businesses in January 2010 we launched a new wave of procurement initiatives to take advantage of our enhanced scale; Leverage Support Services buying power Improve organisational effectiveness Improve service delivery The team has mobilised delivering structural and sustainable cost reduction. 26 The Trusted Partner

27 Newly targeted spend Gross spend 437m 190m of new opportunity spend identified 19 primary spend categories targeted representing 83% of opportunity spend Builds on historic activity and approach 27 The Trusted Partner

28 94% of the savings identified Spend Total 40m+ Category BUILDING MAINTENANCE EQUIPMENT / SERVICE RECRUITMENT & EMPLOYMENT SERVICES CLEANING & HYGIENE 10m+ ELECTRICAL EQUIPMENT CATERING EQUIPMENT & SUPPLIES CONTROLS & CONTROL EQUIPMENT TELECOMS, COMMUNICATION, I.T & COMPUTING BUILDING, MECHANICAL & PLUMBING MATERIALS 5m+ CONSULTANT & DESIGN SERVICES AIR MOVEMENT, ACOUSTICS & ATTENUATION WASTE DISPOSAL PLANT, EQUIPMENT, ACCOMODATION & STORAGE - HIRE / PURCHASE Identified savings: supplier known & savings calculated in detail Agreed savings: savings approved and being taken to BU s for sign off 28 The Trusted Partner

29 A strong start Project Benefits Realisation Plan Enabling Realisation Target Identified savings: supplier known & savings calculated in detail Agreed savings: savings approved by PMO and being taken to BU s for sign off Realised Savings: savings can be tracked through the P&L 29 The Trusted Partner

30 Benefit realisation is beginning Category: Cleaning & Hygiene Category: Catering Equipment & Supplies Supplier 1 Supplier 9 down to 2 Target Save % Identified 146 Agreed 86 Target Save % Identified 99 Agreed 29 Levers Deployed Contract renegotiation & competitive tender Levers Deployed Supplier consolidation, volume discounts Businesses Impacted 3 Businesses Impacted 3 Category: Alarms, Fire Detection & Systems Category: Laundry Services & Equipment Supplier 1 Supplier 13 down to 4 Target Save % Identified 132 Agreed 132 Target Save % Identified 129 Agreed 129 Levers Deployed Contract renegotiation & competitive tender Levers Deployed Arbitrage, supplier consolidation Businesses Impacted 1 Businesses Impacted 2 30 The Trusted Partner

31 A structured approach ANALYSIS & DESIGN CATEGORY STRATEGY & PLANNING CATEGORY DEPLOYMENT ORGANISATIONAL DESIGN PROCESS DEVELOPMENT PROGRAMME MANAGEMENT 31 The Trusted Partner

32 A sustainable model TACTICAL NEGOTIATION YEAR 1 BENEFITS Data Analysis Supplier Negotiation Implementation Planning BENEFITS REALISATION Audit Audit Audit Audit MANAGEMENT CONTROL & REPORTING SUSTAINABLE DELIVERY Design Rollout NEW ORG IMPLEMENTATION Design Recruit Embed SKILLS DEVELOPMENT Skills Gap Training & Capability Development 32 The Trusted Partner

33 Questions

34 Growth Opportunities

35 UK Public Sector Outsourcing Market Phil Clark Business Development Director

36 Significant opportunity pipeline feeding the division s future workload Future Workload 4bn Short list 1.4bn Long list 2.2bn Targeted 2.5bn > 6bn opportunity pipeline, in addition to division s future workload of 4bn 36 The Trusted Partner

37 Major Opportunities - UK Pipeline 4 3 Total Life Value bn 2 1 Private Health Local Authority Central Govt Defence The Trusted Partner

38 UK Opportunity Characteristics Shortened procurement & mobilisations More medium-sized opportunities Increased service bundling Growth in Local Authority market opportunities Office of Government Commerce (OGC) Framework - (FM) 38 The Trusted Partner

39 OGC Framework - FM 1bn of current bids 200+ government bodies Cabinet Office mandated 8 companies in the framework, 4 national players THE OPPORTUNITY OUR OFFERING 5,000 approved and cleared employees National Service Centre Integrated bidding and operations Approved management and systems Culture and understanding 39 The Trusted Partner

40 Middle East Outsourcing Market

41 Our support services presence in the Middle East Madina acquisition in 2007 Engineering & fabrication services and HSE training for the Qatari petrochemical industry OTI acquisition in 2010 Training and consultancy services to the petrochemical industry in Oman Organic development of regional FM activities from late 2009 First major support services contract in UAE awarded early The Trusted Partner

42 Middle East FM market Less mature market Relationship development Limited competition Attractive margins 42 The Trusted Partner

43 Middle East FM Opportunity Pipeline 300m total life 8% 14% 42% Secured Bidding Pre qualify Pipeline 20% Long term 16% 43 The Trusted Partner

44 Middle East FM Our USP Local Partner Associate Companies Infrastructure 20,000 employees Reputation Local Relationships/Understanding 44 The Trusted Partner

45 Outsourcing Opportunities - Summary UK public sector opportunity growth, particularly Local Authorities OGC framework delivering many good medium-sized opportunities Private sector outsourcing: solid pipeline Middle East positioned for growth 45 The Trusted Partner

46 HSBC & Interserve Tony Sanders Managing Director, Commercial

47 HSBC integrated FM contract overview TFM & small works (additional manned guarding) Global HQ, c. 1,600 retail, 120 office sites & 900 remote ATMs, commercial & data centres UK, Isle of Man & Channel Islands Initial term 3 yrs, 2 yr extension, 1 yr continuation period Annual value c. 80m including 30m small works Day 1 c. 2,500 TUPE transferred from Carillion, Sodexo, HSBC, LCC & OCS 120,000 reactive work orders & 250,000 planned maintenance jobs per annum 120 sub-contractors delivering materials & specialist services Assumed significant proportion of traditional client role Capital Investment Planning with team of surveyors & project managers 47 The Trusted Partner

48 HSBC integrated FM contract development Management Responsibility Bid Team Operational Team TRANSITION START TRANSITION END Proposal Development Negotiation Mobilisation Period Transformation Continuous Improvement Transition Input Premobilisation Live Service OPERATIONS INPUT Proposal Submission Contract Award Contract Signature Contract Go-Live 48 The Trusted Partner

49 Progress to date Actions Full Restructure Cleaning cost reduction Procurement savings Reduce outsourced spend Focus on internal controls Strong small capital/reactive works Comprehensive asset surveys Outcomes Transformation to bid model KPI focused improvements Profitable & performing in line with budgeted margin Contract Compliance KPI performance and reporting 100+ reciprocal supplier contracts Statutory compliance >98% 5 year rolling capital plan developed Customer Perception Continual customer satisfaction focus Structure realigned to client structure Portfolio data knowledge & management Stakeholder toolkits & brand Facilit8 roll out 49 The Trusted Partner

50 HSBC relationship development Broadening our services and adding value with a key client Self Delivery Consulting Energy Bureau Retail Refresh Lift maintenance Window cleaning Integrated FM contract commenced Dec 2009 Project works Small works Qatar FM Nationwide Security 50 The Trusted Partner

51 Focus going forward Employee performance/productivity Further added value Stakeholder relationship enhancements Strategic planning/innovation demonstration 5 year estate capital planning KPI performance/reporting Employee development 51 The Trusted Partner

52 Performance measurement & management Extensive use of management information Client accessible web based portal Daily/weekly operational reporting and analysis Detailed monthly reporting pack 52 The Trusted Partner

53 Daily regional performance dashboard 53 The Trusted Partner

54 Daily regional performance dashboard 54 The Trusted Partner

55 Weekly regional performance snapshot OVERALL PERFORMANCE SUMMARY - CUSTOMER SATISFACTION & AUDITS CANADA SQUARE, UPDATED ON 16/8/2010 OVERALL CUSTOMER SATISFACTION SCORE HARD SERVICES CLEANING FRONT OF HOUSE % % % % OVERALL AUDIT SCORE Question Average Question Average Question Average Helpfulness & professionalism 100% Helpfulness & professionalism 100% Helpfulness & professionalism 100% Communication Responsiveness 100% 100% Communication Responsiveness 100% 100% Communication Responsiveness 100% 100% Standard of w ork Overall Service 100% 100% Standard of w ork Overall Service 100% 100% Standard of w ork Overall Service 100% 100% HARD SERVICES CLEANING FRONT OF HOUSE 90.00% % 95.00% 95.00% Number of audits completed: Number of audits completed: Number of audits completed: The Trusted Partner

56 Monthly client report 56 The Trusted Partner

57 Summary Bruce Melizan Managing Director

58 Summary Leading Support Services Business Margin enhancement plan on track Attractive end markets, both in UK and overseas 58 The Trusted Partner

59 Questions

60 Investor relations contact: Matt Jones, Head of Investor Relations

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