CHANGE GOES FURTHER THAN WE IMAGINE.

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3 Wipro POV Series CHANGE GOES FURTHER THAN WE IMAGINE. How the key to transforming customer experience and the L&A insurance segment, really begins with insurers transforming themselves. The North American Life and Annuity (L&A) insurance segment faces an increasing complex market characterized by globalization, industry consolidation with a spurt of M&A activities, regulatory changes, changing customer demands, increased need for transparency and rapid technology advances. The cumulative impact of these market events are now forcing CXOs across L&A companies to review their strategies, expand their menu of products, services and distribution channels while simultaneously finding ways to optimize the efficiency and customer orientation of their operations. In particular, CXOs are looking for answers and potential solutions to crucial questions such as: How do we manage less profitable blocks more efficiently? How do we variabilize our cost structure to align with a less predictable market growth? How do we lower the unit cost of operations? How do we monetize our assets, best practices, existing and future businesses? How do we increase our productivity? Wipro s L&A business transformation framework addresses these hard hitting questions with a multi-dimensional approach enabling CXOs to build a definitive business case comprising a target operating model, strategic roadmap and cost proposition. This framework integrates Wipro s key services that include consulting, business process outsourcing, application development maintenance and support and technology infrastructure services. At the core of Wipro s L&A business transformation framework is organization change management. Organization change is achieved by leveraging seven key components that work in tandem with each other towards creating the right conditions for all stakeholders to embrace the transformation. Beginning with process organization redesign and workforce optimization, Wipro s L&A framework highlights the necessity of eliminating redundancies and restructuring to align with market dynamics and broader corporate strategy. It also emphasizes the need for convenience of users and enhanced employee productivity through its location rationalization and workforce optimization components. The technology transformation component focuses on operational efficiency though better IT-business alignment.

4 Determining the locations choice (global sourcing) is also a crucial component of this framework and entails considering variable at its core, the framework allows for higher certainty of outcomes and helps customers reduce cost/policy by a significant 25-50%. factors revolving around customer/agent relationships, cultural requirements, costs and so on. Continuous improvements underline the need to improve customer retention as well as productivity across the various components. As seen in a typical cost/policy glide path for Wipro vs. a sample customer over a 10-year period, (figure 1) it is apparent that the Wipro influenced cost/policy is far more superior and cost effective. Similarly, Figure 2 shows a higher policy/fte glide path for Wipro Wipro s L&A transformation framework impacts processes, people, technology, infrastructure in a synchronized manner. With effectiveness indicating more consistent worker productivity and thereby ensuring higher certainty of outcome at low risk levels. Figure 1 Figure Cost per policy (USD) glide path Y1 Y2 Y3 Y4 Y5 Y6 Y7 Y8 Y9 Y10 Sample customer Wipro 3,900 3,400 2,900 2,400 1,900 1, Policy/FTE glide path Y1 Y2 Y3 Y4 Y5 Y6 Y7 Y8 Y9 Y10 Sample customer Wipro Thus, by increasing the ease of doing business through streamlining processes and linking costs with business outcomes, Wipro s L&A transformation framework enables its clients to improve customer satisfaction, accelerate time-to-market and enhance operational / capital efficiencies. Wipro s Insurance Practice Wipro s Insurance Practice works with 35+ global insurers including many among the Top 500 organizations. Our customers include 4 of the top 6 P&C carriers in the world, 2 of the top 5 health insurance and services providers globally, and 4 of the top Life, Annuity & Pension carriers in the world. Our offerings cover the entire spectrum of the insurance value chain - from Sales & Distribution, Policy Administration and Claims - straddling across Life and P&C markets, and delivered by over dedicated resources. Our expertise in Business Advisory Services, our Solutions and our Centers of Excellence reflect our commitment towards building the Future of Insurance. About Wipro Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360º view of Business through Technology helping clients create successful and adaptive businesses. A company recognised globally for its comprehensive portfolio of services, a practitioner s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has 120,000 employees and clients across 54 countries. To learn more about Wipro s offerings for efficiency and how we can help you insure the future of insurance, please contact kaushal.kishor@wipro.com. DO BUSINESS BETTER NYSE:WIT OVER 120,000 EMPLOYEES 54 COUNTRIES CONSULTING SYSTEM INTEGRATION OUTSOURCING WIPRO TECHNOLOGIES, DODDAKANNELLI, SARJAPUR ROAD, BANGALORE , INDIA TEL : +91 (80) , FAX : +91 (80) North America South America Canada United Kingdom Germany France Switzerland Poland Austria Sweden Finland Benelux Portugal Romania Japan Philippines Singapore Malaysia Australia Wipro Technologies 2011 IND/TMPL/MAY2011-DEC2011

5 ADAPT TO THREAT, AND YOU RE ALREADY COMPETITIVE. Wipro s Claims Transformation practice Equipping insurers with the evolutionary advantages required to succeed in the aggressive insurance market. Insurers have been facing remarkable pressure of growth and cost even as they need to meet increasing customer demands for better service. The question insurers face is: How to rebuild bottom lines and align with new business models in an environment of severe competition and a limited economic recovery? The industry is trying to find an equitable balance between reducing claims cycle-times with minimal handling costs, controlling claims expenses, adapting to newer technology paradigms like virtual offices, self service portals, social media networks plus mobile enabling of business; while still keeping customer satisfaction in focus. According to a study released by Gartner (Top 10 Technologies with the Greatest Impact for the Property and Casualty Insurance Industry, April, 2010), technology will play a strategic role in managing the change that lies ahead. Wipro Claims Transformation practice in Insurance Taking a holistic approach to addressing the business problems faced by the insurers, Wipro offers end-to-end transformation solutions delivered through a combination of accelerated service offerings. Wipro is focused on quality services in all areas of claims transformation Business, Domain, Architecture, System Integration, IT Outsourcing, Process Outsourcing, and Associated Services. With a strength of man years of experience in claims, our insurance professionals come with in- depth knowledge of the claims business process, insurance domain, information technology and management Wipro serves 35+ insurance clients across the globe including many Fortune 100 P&C and Life carriers Wipro has experience across the full claims value chain, with front office, core claims and shared services. With Wipro you will have a solid partner to achieve an efficient and effective Claims operation. The advantage: Established strategic alliances with industry s leading claims package vendors Centers of Excellence that focus on developing Productized Service Offerings in cutting edge technologies which enables providing enhanced claims experience to our customers

6 Wipro Solution Areas Wipro s Claims Transformation solution covers the entire value chain of Claims Practice helping customers to optimize and transform their Claims Operations. Listed below are some of the key areas Wipro has delivered innovative solutions leveraging a combination of Wipro tools & frameworks and vendor solutions. Functional Area Key Challenges Wipro Solution Business Process Management The goal was to increase operational efficiency by modernizing state medicaid medicare program Create a Paperless Medicaid Program Achieved claims processing rate of 98.5 percent, leading to savings of $2.9 MN from Business Process and Application Rationalization Complex systems landscape as a result of merger of four companies The processes were driven by system functionality and ranged from manual diary based to semi-automated claim computation on disparate technology platforms Delivered single claim processing system, resulting in savings of 350,000 pa Comprehensive automated functionality enabling resource rationalization / cost reduction Reduced avg. claims resolution time from 15 to 6 days Process Automation through Workflow Management Claims processing supported by distributed operation units with varying and inconsistent practices and aligned to multiple supporting legacy systems; very paper and manually intensive Rapid pace of change within the organization requiring rapid configuration/re-configuration of processes Reduced expense ratios through process automation Capability for location independent working capability through electronic claim file & flexibility in work routing Consistency of processing & response to customers Business Process Optimization Through Process Rationalization Claims business processes were not uniform and defined across the organization As a part of improving customer service, the organization wanted to reduce the TAT of processing claims to minimum possible time. Improvement in TAT by an average of around 100% with process efficiency improvement of 10% Defined the to-be process by adoption of lean & six-sigma methodology Created a value based claim business process Claims Application Integration Need for Scalability To handle increasing transaction loads arising from business growth Need for Flexibility To add/modify new business rules without fundamentally altering the architecture Need for Portability To run on any of the commercially available standard and open platforms End-to-end capabilities from FNOL to settlement Provide comprehensive & efficient customer care service Improved claims reporting Real time Integration of Claims admin with Siebel CRM solution and policy/claims and third party systems like service providers Testing of Vendor Package Application Manual test execution taking around 40 Hrs No automation Scripts available for regression testing SWAT (Process of identifying/logging the critical defects and follow-up for closure on a daily basis) directly by the customer leading to ineffective use of customer time Positive ROI in the second year of Automation Enhanced Automation Framework To be re-used across multiple applications Onsite-offshore model caters to the needs of the customer to handle/deliver more number of deliverables for each custom release testing/hot-fix testing Claims Management & Customer Care Address scalability challenges High Turn Around Time for claims processing Increased cost of claims processing Fortune 100 Leading Healthcare company in the US Pre Processing of Claims, Claims Adjudication and Adjustment and Customer Service for Physicians/Provider With 1800 FTEs, ranking at No. 1 globally on quality Customer Care and Claims processing Scalability of Claims Processing High overall costs per call and costs per case Huge backlog of Pending claims Processing around 3MN claims per month in a 20 hour service window Select processors authorized to pay up to $40,000 per transaction 700+ FTEs managing the claims processing

7 Service Offerings create a smarter and leaner claims organization. Various components of ECCO are shown in the Figure below. We offer end-to-end transformation solutions delivered through a combination of accelerated service offerings as below. Advisory Services Insurance Domain Consulting, Business Consulting, Transformation Services and Technology Architecture Consulting FNOL Document Management Document Capture & Imaging Unified Communication & Collaboration Policy Details Location Based Services Simulation based Claims Process re-engineering Accelerators and Productized Services Recovery Claim Handling Protocol ECCO Catastrophe Management Reserve ECCO Enterprise Claims Collaboration Office Claims Enhancement Took Kit mreach - Mobile in Insurance Payments Claimant Portal Fraud Analysis Vendor Profiling Social Networking ICA Insurance Claims Analytics Estimation Green IT Hosted Document Management Claims Process Libraries - Accelerated Requirement Gathering Associated Services Bundled ITO and BPO services Advisory Services are focused mainly on Insurance Domain Consulting, Business Consulting, Transformation Services and Technology Architecture Consulting along with specific Simulation Based Process re-engineering services. These service offerings broadly involve Identifying and Defining business requirements, Package evaluations, Consulting on Build Vs Buy decisions, Articulate the vision and define the business case for business transformation, Create the blue print for Target Operating model, Define the business architecture, aid process engineering and develop business implementation roadmap, Program Shaping, Program Governance and Delivery, Stakeholder Management, Change Management, Define the architectural blueprint, Technology considerations and assessment, Detail Solution options, Create Implementation roadmap Accelerators and Productized Services are built to ensure accelerated delivery of solutions while taking into consideration of organization specific requirements. ECCO Is a Claims Enhancement toolkit of various utilitarian and slick set of components built on latest cutting edge technology to mreach Is an end-to-end service for Insurance business mobility including mobile solution strategy, device & operating system selection, application design & development, system integration and managed services. It benefits both Insurance Companies as well as their prospects and clients in mobile enabling their business organization through usage of Wipro s own platform called mtouch ICA Insurance Claims Analytics, a fully integrated solution with presentation and data models pre-built. It has integrated predictive analytics, what if modeling & reporting with 500+ Claims Metrics Library. Green IT Is the Hosted Document Management Offering for the Claims organization which reduces cost to the Insurance Company due to savings on Infrastructure since the infrastructure is hosted and maintained by Wipro. It also benefits Insurance companies in their Go Green initiatives by reducing paper print out. Claims Process Libraries are a comprehensive set of claims process artifacts which are drawn out to depict the optimal Claims Business Process. With a detailed set of L1, L2, L3 and L4 set of business process drawn out for nearly 200+ business process, these process libraries are a useful tool kit for business process transformation and business process re-engineering. They also double up as a handy set of artifacts for implementing quality processes like six-sigma optimization, lean execution and waste reduction

8 Associated Services (ITO + BPO Bundled Service) Managing approximately 115MN transactions annually for our customers, Wipro is ranked amongst the top 3 in terms of volumes handled in the BPO Space. With a client base of 140+ Health insurers and Offices spread across Atlanta - US, Monterrey - Mexico, Curitiba - Brazil, Wroclaw - Poland, Bucharest Romania, Chengdu & Shanghai China, Cebu City Philippines, Yokohama - Japan, we are capable of providing multi-lingual support in English, Spanish, Portuguese, German, French, Chinese, Japanese. Case Study Customer: A leading global player in the P&C Insurance market Strategy: To reduce cost of processing, system maintenance and staff by process re-engineering and application rationalization Solution: Analyzed key areas of business for functional and process rationalization Analyzed various rationalization options, created a final solution option based on business and technology/architecture drivers and set out the roadmap for development / enhancement of systems supporting entire Line of Business Consolidated 6 legacy policy systems and 5 claims systems and multiple support applications into a single, standard, state-of-the-art system with web front-end to improve customer and intermediary servicing. Built substantial automation into claims processing to enable location/staff rationalization and outsourcing. This was done through workflow automation as well as rule based adjustment and payments Business Benefits: Savings of $2.5MN per annum due to consolidation Reduced claim process cycle time by reducing the business processes from 60 to 20. Automated functionality enabling resource rationalization / cost reduction through elimination of manual processes. Extended the system usage to external partners with minimal additional effort Reduction in system support/maintenance costs through a single system Eliminate reliance on resources with legacy technology expertise, and therefore speed up time for implementing changes Wipro s Insurance Practice Wipro s Insurance Practice works with 35+ global insurers including many among the Top 500 organizations. Our customers include 4 of the top 6 P&C carriers in the world, 2 of the top 5 health insurance and services providers globally, and 4 of the top Life, Annuity & Pension carriers in the world. Our offerings cover the entire spectrum of the insurance value chain - from Sales & Distribution, Policy Administration and Claims - straddling across Life and P&C markets, and delivered by over dedicated resources. Our expertise in Business Advisory Services, our Solutions and our Centers of Excellence reflect our commitment towards building the Future of Insurance. About Wipro Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360º view of Business through Technology helping clients create successful and adaptive businesses. A company recognised globally for its comprehensive portfolio of services, a practitioner s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has 120,000 employees and clients across 54 countries. For more information, write to us at info@wipro.com DO BUSINESS BETTER NYSE:WIT OVER 120,000 EMPLOYEES 54 COUNTRIES CONSULTING SYSTEM INTEGRATION OUTSOURCING WIPRO TECHNOLOGIES, DODDAKANNELLI, SARJAPUR ROAD, BANGALORE , INDIA TEL : +91 (80) , FAX : +91 (80) North America South America Canada United Kingdom Germany France Switzerland Poland Austria Sweden Finland Benelux Portugal Romania Japan Philippines Singapore Malaysia Australia Wipro Technologies 2011 IND/TMPL/MAY2011-DEC2011

9 STANDARDIZED BUSINESS PROCESSES. IT S THE ONLY WAY THE PIECES FIT. An optimized business process aligned to an efficient IT System can drastically cut down expenses & unlock maximum value across claim value chain. It is now an established fact that efficient and optimized processes save time and effort and hence improve the bottom line of any company. Insurance industry is no exception. Optimization of business processes can lead to big performance improvements if they are managed well. Process Optimization allows the entire insurance value chain to focus on the levers that improve customer satisfaction and increase speed to make decisions and hence unlock customer value. Around 75 percent of Fortune 500 companies which include quite a number of insurance companies have a continuous process improvement program in place. Process optimization is not simply about doing the same things better. It addresses how the business is structured and how the work is executed. For many executives, the challenge is to select the right approach for achieving the optimal process efficiency. Process Optimization for Insurance carriers Almost all the insurance carriers have at some point in time, made an attempt at bringing in optimal business processes across the insurance value chain and sometimes even managed to standardize the processes across their geographical foot print. However in many companies these attempts are done in silos leading to inadequate or sub-optimal results leaving the management wondering whether they had taken on the right journey in first place? Identifying the right insurance processes, mapping together constraint hot spots across insurance value chain, staying focused and executing the changed process with speed would be the key to achieving the desired results. It is important to keep in mind that process optimization is a continuous journey than a destination. Wipro Advantage Wipro s Insurance Business Process Advisory assists the insurance carriers with; Prioritization of business areas and processes to be taken up for assessment and measure the Key performance indicators of the identified processes for the current state. Analyse by comparing and contrasting the KPIs with global benchmarks. Recommend the necessary tweaking or changes to be implemented in the processes for maximum throughput. Wipro s approach focuses on designing the to-be process maps for value realization and cost optimization.

10 Insurance Business Process Advisory Current state Assessment Performance Analysis Recommendation & Road Map Identify amd prioritize critical business areas for assessment Identify stakeholders Organize stakeholders workshops/interviews to under stand pain points and assess level of performance on key parameters Analyze the assessment results and gaps vis-a-vis Global Best Practices/Benchmarks Drill down analysis using qualitative and quantitative methods in select areas to identify levers for performance improvement Provide Current State Maturity Assessment Recommend Business Performance Improvement for improving effectiveness & efficiency Draw Future Roadmap Wipro undertakes a scientific approach of process modeling and simulation to identify the cost and efficiency value drivers of the processes. Wipro best-of-breed process assets consisting of business process and sub-processes of a prioritized function systematically divided into process hierarchies as L0/L1/L2/L(..n). These assets help identify and plug leakages in the as-is process of the carrier. Bring Business Transformation by Identifying & Prioritizing Business Drivers Through Meaningful Conversion to Operational KPIs Customer Satisfaction Revenue Cost Profit Profitability Business Drivers Throughput Defect Rate Efficiency Productivity Yield Conversion Recovery Avaliability Cycle Ttime Consumption Operational KPLs And Improvement of Operational KPIs Six Sigma Leen TOC OR TRIZ TPM BPM HR Methodologies Capability assessment and design one process could lead into one or more than one change (People & Org, Process and Technology) towards acheiveming Consolidation, Standardization, Optimization & Improvements. The process hierarchies are then critically analyzed by mapping them on a Business Process modeling tool. Processes are simulated by tweaking the constraints like wait time, processing time, throughput time, material costs, personnel costs, overhead costs, resource utilization, productivity, yield, etc. Results are analyzed across various parameters in order to achieve the optimal output.

11 Business Benefits Wipro s Insurance Business Process Advisory Non Value Added (NVA) Elimination: Workflow Optimization Reduction in process time Productivity Boost Leveraging best practices across Industry Process Segmentation and Automation Automation of commodity type processes Overall operations cost reduction Improved resource utilization Employee Engagement Visibility of their role in overall Organization s processes Job enrichment by eliminating all non value adding activities Process Enhancement and Visibility Mapping of process interfaces with other processes Identification of process owners End to end process visibility Reduction in risk by early detection Process Error Reduction Role clarity for the employees Wipro s Insurance Practice Wipro s Insurance Practice works with 35+ global insurers including many among the Top 500 organizations. Our customers include 4 of the top 6 P&C carriers in the world, 2 of the top 5 health insurance and services providers globally, and 4 of the top Life, Annuity & Pension carriers in the world. Our offerings cover the entire spectrum of the insurance value chain - from Sales & Distribution, Policy Administration and Claims - straddling across Life and P&C markets, and delivered by over dedicated resources. Our expertise in Business Advisory Services, our Solutions and our Centers of Excellence reflect our commitment towards building the Future of Insurance. About Wipro Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360º view of Business through Technology helping clients create successful and adaptive businesses. A company recognised globally for its comprehensive portfolio of services, a practitioner s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has 120,000 employees and clients across 54 countries. For more information, write to us at info@wipro.com DO BUSINESS BETTER NYSE:WIT OVER 120,000 EMPLOYEES 54 COUNTRIES CONSULTING SYSTEM INTEGRATION OUTSOURCING WIPRO TECHNOLOGIES, DODDAKANNELLI, SARJAPUR ROAD, BANGALORE , INDIA TEL : +91 (80) , FAX : +91 (80) North America South America Canada United Kingdom Germany France Switzerland Poland Austria Sweden Finland Benelux Portugal Romania Japan Philippines Singapore Malaysia Australia Wipro Technologies 2011 IND/TMPL/MAY2011-DEC2011

12 LAYING CLAIM TO EXCELLENCE Claims handling protocols for large and complex clients can provide the kind of consistent claims handling experience they need to succeed. Wipro Sales & Distribution Practice in Insurance Claims handling is the touchstone of any insurance carrier s credibility with its clients. It essentially differentiates and distinguishes them from the competition. Many a times, the customer experience is perceived to be going down significantly from sales organization as a touch point of the insurance carrier to that of delivery from the underwriting and claims organizations. This leads to a feeling of apathy towards the customer and thereby affecting customer satisfaction. As per research, less-than satisfactory claims experience prompts one in five customers to switch insurance providers, a statistics no insurance carrier can choose to ignore. The problem takes on an acute proportion for global, large and complex clients if claims service experience is not consistent. Although it is important to handle every single claim with utmost diligence, the larger, more complex customer organisations expect, greater sophistication from claims handling departments in attending to intricate claims scenarios. Large corporate clients require objective and detailed reassurance upfront, that all their claims would be handled in an efficient, effective and appropriate manner. Claims Handling Protocols for Large, Complex Clients of Insurers Various mechanisms to document these claims handling protocols are adopted by carriers ranging from storing it as a regular document running into pages or a spreadsheet or sometimes a webpage consisting of all the details handling the claims for such large, complex clients. A proper mechanism to obtain the relevant information based on the context of the situation warrants a aptly sophisticated and at the same time simple to use technology solution. A good Claims Handling Protocol (CHP) application should be able to obtain all the relevant customer information from the existing CRM systems, policy management systems and claims management systems and fetch the relevant CHP based on the client, Line of Business, country of operation and stage of claim. It should assist the claims handler in the day-to-day operations. In addition the system should be capable of updating CHPs as and when the policies undergo changes due to endorsements and renewals.

13 Wipro Advantage Wipro s Claims Handling Protocol is a component which can work in tandem with any CRM or Policy Management or a core Claims management system to effectively manage the specially agreed Claims Handling specifications. The features include; Search and retrieve any CHP based on client name, country of operation, line of business, stage of claim, any wording of the claims instructions and many more criteria. CHPs are also retrieved based on triggers from the claims management system. Unified and standardized view to the entire set of claim handling protocol agreements which are otherwise stored across client accounts, geographies, Line of business, stages of claims etc. Tracking of actionable as per service level agreements (SLA) against every stake holder in the claim value chain which includes Claims Handlers, Claims supervisors, Relationship Managers, Underwriters and Risk managers. Alerts to the various touch points through automated s and alerts to various stake holders of the claims including the clients. Checklist for the claim handler to make sure that an intricate claim handling instruction is adhered to. Provision for monitoring escalations and complaints arising in the claims process in an effective manner by clearly defining escalation mechanisms. Reporting to track performance per country, per LOB, per policy, per claims user with various options to slice and dice the data. Easy integration with the core policy, claims and CRM systems along with the support systems like the document management system and ing systems.

14 Business Benefits Effective stake holder engagement: effective and transparent communication with all relevant stakeholders in the claim value chain and hence engaging them constantly in the dialogue to settle claims without disputes. Enhance value of the Claims Operations: Client-focused procedures designed and implemented to support and enhance the claims handling processes would in turn bring up the value of claims operations. Better monitoring and review: CHP brings in a continuous review and monitoring mechanism by ensuring that checklists are adhered and SLAs are met. Enhance productivity: Eases out the impetus on manual intervention to dig out the right claim handling instruction for interpretation. Automated work flow and pre-identified process owners enhance productivity. Retain customer: Efficiency in process, reduction in process time, improved resource utilisation, process error reduction result in better customer satisfaction and improved cost savings. Wipro s Insurance Practice Wipro s Insurance Practice works with 35+ global insurers including many among the Top 500 organizations. Our customers include 4 of the top 6 P&C carriers in the world, 2 of the top 5 health insurance and services providers globally, and 4 of the top Life, Annuity & Pension carriers in the world. Our offerings cover the entire spectrum of the insurance value chain - from Sales & Distribution, Policy Administration and Claims - straddling across Life and P&C markets, and delivered by over dedicated resources. Our expertise in Business Advisory Services, our Solutions and our Centers of Excellence reflect our commitment towards building the Future of Insurance. About Wipro Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360º view of Business through Technology helping clients create successful and adaptive businesses. A company recognised globally for its comprehensive portfolio of services, a practitioner s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has 120,000 employees and clients across 54 countries. For more information, write to us at info@wipro.com DO BUSINESS BETTER NYSE:WIT OVER 120,000 EMPLOYEES 54 COUNTRIES CONSULTING SYSTEM INTEGRATION OUTSOURCING WIPRO TECHNOLOGIES, DODDAKANNELLI, SARJAPUR ROAD, BANGALORE , INDIA TEL : +91 (80) , FAX : +91 (80) North America South America Canada United Kingdom Germany France Switzerland Poland Austria Sweden Finland Benelux Portugal Romania Japan Philippines Singapore Malaysia Australia Wipro Technologies 2011 IND/TMPL/MAY2011-DEC2011

15 TECHNOLOGY LEADS THE WAY. WIPRO Technologies Infrastructure Services (TIS). Employing technology to help businesses arrive at business goals. Industry Background Wipro s Technology Infrastructure Service (TIS) division provides for infrastructure consulting, system integration, datacenter management, IT helpdesk services, IT Infrastructure security services, business services management, remote management and telecom infrastructure services for customers spread across the globe. Wipro has an innovative global delivery model providing managed services and has created an award winning state of the art Global Command Centers (GCC) for managing customers IT Infrastructure. Wipro has been able to achieve quality and process excellence through a global pool of around 16,000 professionals, 500+ ITIL Foundation certified, 300+ trained on Lean methodology, 20 Black Belt certifications, trained in Six Sigma methodologies. Wipro has committed investments towards emerging technologies like Cloud, Virtualization etc, enabling customers to be at the forefront of technology and accelerate their business goals. Functional Area Wipro Solution Key Benefits Remote Infrastructure Management Services Multiple IT Infrastructure Elements Support - Network, Servers, & Storage, Applications, Database, Security & End - user sevices B2B Gateway- Partner Integration & Customer helpdesk case exchange. TVSB Features- Tool Agnostic, Virtualization, Secured, BSM view Operational efficiency & continuity-event Correlation, Load balancing, and Automatic call escalation & notification Cost Savings, Operational Efficiencies & Y-O-Y Productivity improvements End User Transformation Services Application Services- App. Compatibility Testing, App. Remediation, Software Distribution, Application Packaging & Software Life-cycle Management Build Management -Image Design, Image Creation, Image Upgrade, Image Management & Image MaintenanceDeployment Services- OS upgrade & Migration, MS office Migration, User settings/data Migration, Thin Client Migration, Laptop Encryption and Floor Support Virtualization - Virtual Desktop Infrastructure, OS Virtualization, Med-V, Application Virtualization Asset Management - Acquire customers assets, Asset Refresh solutions, End to End asset Life cycle management Advanced lab setup adhering to ISO 20001/ISO standards Application Packaging Factory (APF) designed & deployed to automate packaging and quality process

16 Remote Infrastructure Management Services Multiple IT Infrastructure Elements Support - Network, Servers, & Storage, Applications, Database, Security & End - user sevices B2B Gateway- Partner Integration & Customer helpdesk case exchange. TVSB Features- Tool Agnostic, Virtualization, Secured, BSM view Operational efficiency & continuity-event Correlation, Load balancing, and Automatic call escalation & notification Cost Savings, Operational Efficiencies & Y-O-Y Productivity improvements End User Transformation Services Application Services- App. Compatibility Testing, App. Remediation, Software Distribution, Application Packaging & Software Life-cycle Management Build Management -Image Design, Image Creation, Image Upgrade, Image Management & Image MaintenanceDeployment Services- OS upgrade & Migration, MS office Migration, User settings/data Migration, Thin Client Migration, Laptop Encryption and Floor Support Virtualization - Virtual Desktop Infrastructure, OS Virtualization, Med-V, Application Virtualization Asset Management - Acquire customers assets, Asset Refresh solutions, End to End asset Life cycle management Advanced lab setup adhering to ISO 20001/ISO standards Application Packaging Factory (APF) designed & deployed to automate packaging and quality process Data Centre Transformation Services Consolidation Services- Data/Command centre consolidation, Server, Storage, Backup & Database Consolidation & Application Rationalization Virtualization - Services across Servers, Storage, Network and End User devices 1. UNIX Platform - IBM-AIX LPAR, Micro Partitions, HP-UX npar, vpar, Sun Solaris Domains, Containers, Zones and Ldoms 2. X86 Based / Linux - VM ware ESX Server, MS Virtual Machine Significant improvements in migration metrics, cost savings related to datacenter space, power, cooling & manpower Help reduce IT expenditure spends by 2-5% of revenue Network Transformation Services Connectivity Services-Know your Network Services, Network Audit & Engineering, LAN & WAN Transformation, Wireless Network Services and Data Center Network Services Collaboration Services- Collaboration consulting, Unified Communication / IP Telephony, Video Collaboration and Managed Collaboration Services Contact Centers-Voice, Web, & Chat Contact Centre Services, Design Implementation and Rollout Services, Managed Contact Center Services Enhanced Network availability and improved performance of the Network Infrastructure resulting in efficiencies and higher productivity Cloud Advisory Services Inventory Services- Help customers understand Cloud's impact and identify Applications that can be migrated to the Cloud Assessment Services- For customers who have already identified which Applications to migrate Cloud but not sure of ROI Design & Implementation Services - Customers who have identified the Applications and need help to migrate to cloud Managed Services- For customers who have already migrated to Cloud but require steady on-going support Huge resource optimization by enabling users to directly provision hardware Unmatched flexibility in IT Infrastructure resource deployment and utilization Cost & Productivity efficiencies Technology Infrastructure Services Stack Telecom Network Core Telecom Networks Wimax/ Broadband Telecom Operations Lab Management Service Desk & End User Computing Deskside, Mobile Devices Messaging collaboration, Windows 7, Application Packaging Enterprise Security Information Security, Application Security Managed Security Services Enterprise Architecture PMO and Goveranance Service Management Integrated Application & Infrastructure Network Services LAN, WAN, VOICE, VIDEO Contact Center/ Call Center Telecom, IP Convergence CTI/IVR, Unified, Communications Datacenter Operations Servers, Storage, Databases Security, Mainframes, Datacenter, Disaster Recovery, Back-up, Datacenter Management & Operations, Production - Operations, Data Center Consolidation, Virtualization Technical Support Product Support Application Support (L1 & L2) Application Monitoring Advisory Services Sourcing Strategies Change Management Cloud Assessments Infrastructure Optimization Transformation and SI Professional Services Architecture & Design Consulting Implementation Support/ BAU Transformation Emerging Technology Assessments & POC Green IT

17 Our Services Roadmap Cloud Environments Collaboration Green Technologies Mobility Force Social Computing Strategy Information Management Security Transforming enterprise application & infrastructure to operate in hybrid cloud Deliver business process efficiency & enhanced user experience for global enterprises Achieve sustainability goals of enterprises using a combination of IT and non-it Extend enterprise & consumer applications & manage multiple devices for mobile work Leverage collective intelligence of communities for enterprise products & services Manage information in hybrid environments & apply multimedia analytics for business insight Physical & Information security in a globalized business environment End to End IT Infrastructure Services Customer: Business Needs Wipro Solution Service Highlights Customer Benefits UK based Global Top 5 Insurance Group with around 58,000 employees serving 35 million customers Outsource IT Infrastructure, adopt a managed service model and reduce cost of operations Assistance in the transitioning of IT Infrastructure for an acquired company standardization, Capability and scalability to meet immediate and long term goals Outsourcing of services for the acquired entity was treated as a pilot for the target operating model. This pilot was used to establish the hardened processes for further outsourcing. Strategize and plan for effective and smooth transition and integration of the Infrastructure service Change Control and Change Management Service Management to make the entire system ITIL compliant Hosting Services - Production & Pre Production End to End IT Infrastructure Management comprising of a landscape of desktops and laptops, mailboxes, databases, 10+ storage boxes, Blackberry devices etc. Management of DR Support The business benefits derived by the client including the related alignment of processes, methodologies, etc., geared towards achieving their overall and long-term vision included: Successful transition with no drop in service delivery 25% reduction in operating cost, 20% improvement in service levels within 6 months of service delivery service catalogue and SLAs by customer, system and location 24x7 service management. Moved from a people centric delivery model to a process/platform model Increased automation has significantly improved customer service service portal with real time service information has improved customer confidence Wipro s Insurance Practice Wipro s Insurance Practice works with 35+ global insurers including many among the Top 500 organizations. Our customers include 4 of the top 6 P&C carriers in the world, 2 of the top 5 health insurance and services providers globally, and 4 of the top Life, Annuity & Pension carriers in the world. Our offerings cover the entire spectrum of the insurance value chain - from Sales & Distribution, Policy Administration and Claims - straddling across Life and P&C markets, and delivered by over dedicated resources. Our expertise in Business Advisory Services, our Solutions and our Centers of Excellence reflect our commitment towards building the Future of Insurance. About Wipro Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360º view of Business through Technology helping clients create successful and adaptive businesses. A company recognised globally for its comprehensive portfolio of services, a practitioner s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has 120,000 employees and clients across 54 countries. For more information, write to us at info@wipro.com DO BUSINESS BETTER NYSE:WIT OVER 120,000 EMPLOYEES 54 COUNTRIES CONSULTING SYSTEM INTEGRATION OUTSOURCING WIPRO TECHNOLOGIES, DODDAKANNELLI, SARJAPUR ROAD, BANGALORE , INDIA TEL : +91 (80) , FAX : +91 (80) North America South America Canada United Kingdom Germany France Switzerland Poland Austria Sweden Finland Benelux Portugal Romania Japan Philippines Singapore Malaysia Australia Wipro Technologies 2011 IND/TMPL/MAY2011-DEC2011

18 DISASTERS NEED NEVER BE CATASTROPHIC. Catastrophe Management Solutions that provide quick relief to its policy holders. When catastrophe strikes, what differentiates a world class insurance company from the rest is its preparedness to provide relief to its policy holders in a timely and efficient manner. In today's world, disasters, man-made or natural, are getting more frequent and un-predictable, striking any place at any time converting the whole region into a catastrophe zone. Added to this, in the recent years, world has experienced an increased level of seismic activity both on land and in sea, leading to large catastrophes. As per the reports by the major Insurance & reinsurance companies and various insurance forums of the world, Global economic losses from catastrophes amounted to $222 BN in 2010, compared with $63 BN Overall catastrophe losses were up 34 percent as compared to While Catastrophe risk modeling offers a good risk management tool for actuaries and risk managers, a good catastrophe management tool is an absolute necessity for the insurer during catastrophes because it is the claims department which holds the ultimate responsibility of responding to the situation during and after a catastrophic event Catastrophe Management Solutions for Insurance carriers Many large carriers have some of these capabilities in great depths or many of the capabilities in silos leading to an inadequate claim response; leaving the policy holder wondering whether he had made the right choice of his carrier. Catastrophe Management Solutions can help address some of the challenges faced by insurers by serving the customer effectively in both the Pre and Post Catastrophe scenario. Implementing catastrophe management solutions across insurance claim value chain enables faster and efficient disbursement of the much needed aid. Wipro Advantage Wipro s Comprehensive Catastrophe Management Component (CCMC) tracks natural disasters and identifies the severity of the catastrophes. The application alerts the Catastrophe team of carrier as well as the policy holder through automated s, texts and phone calls by dialing out their registered contact details, thereby pre-warning both the carrier and its policy holders well advance of the impending catastrophe.

19 The application provides a birds eye view of the area to be affected and plots the properties to be affected over a map through geocoding. The application also helps identify the probable maximum loss of the carrier due to this disaster, enabling the carrier to get prepared to handle the claims reserves accordingly. A statistical view of the number of adjusters and other supply chain like car rentals, hotels, hospitals, ambulances required to handle the situation against their availability around area is also provided enabling the carrier to make necessary arrangements for additional capacity needed. Business Benefits Comprehensive Catastrophe Management Solution Increased customer satisfaction A quick response to policy holder s needs in the hour of crisis increases customer satisfaction Enhanced operational efficiency & effectiveness Immediate identification of potential policies impacted will bring in efficiencies to asses catastrophic losses and arrange logistics Better brand perception A satisfied customer would talk positively about the carriers and spread the word of mouth enhancing the brand perception. Increased customer retention A satisfied customer has a tendency to come back with more business to the carrier. Wipro s Insurance Practice Wipro s Insurance Practice works with 35+ global insurers including many among the Top 500 organizations. Our customers include 4 of the top 6 P&C carriers in the world, 2 of the top 5 health insurance and services providers globally, and 4 of the top Life, Annuity & Pension carriers in the world. Our offerings cover the entire spectrum of the insurance value chain - from Sales & Distribution, Policy Administration and Claims - straddling across Life and P&C markets, and delivered by over dedicated resources. Our expertise in Business Advisory Services, our Solutions and our Centers of Excellence reflect our commitment towards building the Future of Insurance. About Wipro Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360º view of Business through Technology helping clients create successful and adaptive businesses. A company recognised globally for its comprehensive portfolio of services, a practitioner s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has 120,000 employees and clients across 54 countries. For more information, write to us at info@wipro.com DO BUSINESS BETTER NYSE:WIT OVER 120,000 EMPLOYEES 54 COUNTRIES CONSULTING SYSTEM INTEGRATION OUTSOURCING WIPRO TECHNOLOGIES, DODDAKANNELLI, SARJAPUR ROAD, BANGALORE , INDIA TEL : +91 (80) , FAX : +91 (80) North America South America Canada United Kingdom Germany France Switzerland Poland Austria Sweden Finland Benelux Portugal Romania Japan Philippines Singapore Malaysia Australia Wipro Technologies 2011 IND/TMPL/MAY2011-DEC2011

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