July 26, 2007

Business Intelligence

Our proposal to
serve eTelecare
Business Intelligence Implementation Services Proposal
 Deloitte Consulting LLP
111 S. Wacker Dr.
Chicago, IL 60606-4301
July 26, 2007
Tel: +1 312 486 2444
Fax: +1 312 486-2444
Mr. Person A www.deloitte.com
Director of Enterprise Applications
eTelecare Global Solutions
8901 E Raintree, Suite 100
Scottsdale, AZ 85260

Dear Person A:

On behalf of Deloitte Consulting LLP (Deloitte Consulting), we are pleased to present our proposal to provide
implementation services for a fully functional Business Intelligence (“BI”) system for eTelecare Global Solu-
tions (“eTelecare”). Thank you for the opportunity to state the advantages, benefits, and solutions we can bring
to help eTelecare become the company it wants to be.

Deloitte Consulting brings key factors and differentiators that, in our experience providing BI systems imple-
mentation services with similar fast-growing companies, will be instrumental to your success:

• Business Intelligence Skills and Experience. Your BI system should be developed and implemented by a
professional services provider who understands how to help eTelecare receives a single version of the truth,
with automated data a integration functionality, central web-based performance management, tools that em-
power your end users, real-time access to information, tools that enable auditability and compliance for PCI
and Sarbanes-Oxley, and that eliminates process efforts to create and manage manual reports. We do. As a
firm and as a team, we bring extensive experience in designing, developing, and implementing BI systems
for comparable clients.
• Experienced, Culturally Similar Team. We have drawn from our extensive resources to choose the right
team and leadership to help you in all areas relevant to this project. We can assist you with your overall
business solutions, as well as operate successfully in your fast growing environment.
• Broad and Complete Oracle Capabilities. Deloitte Consulting has knowledge and experience across all
the Oracle application and technology products that eTelecare will deploy on this journey, to include near
term Oracle HR and Oracle/Siebel Business Intelligence, as well as your entire Oracle roadmap to include
Financials, CRM, Siebel Sales, On-demand, Projects, and Internal Control Manager.
• Unique Business Processes, Tools, and Methodology. We are the only organization that can offer you a
full complement of proven tools and methodologies — including IndustryPrint™, Global Process Builder,
and the Enterprise Value Delivery™ (“EVD”) methodology, and our BI methodology, aligned for acceler-
ated, efficient business and technology transformation.
• Broadest and Deepest Range of Service Offerings. Together, the Deloitte Touche Tohmatsu global firms
make up the only organization that offers a wide-range of capabilities and subject matter specialists in BI,
Oracle, the HR function, Change Management, Sarbanes-Oxley, Data Privacy, and Security & Controls.

We welcome the opportunity to discuss any aspect of our capabilities, proposal, and fees for this engagement,
and encourage you to contact us if you have questions or would like additional information. We look forward
to discussing how we can work with you to make this project a success.

Sincerely,

Member of
Deloitte Touche Tohmatsu
Daniel Eybergen
Lead Engagement Principal
312-486-2444/[email protected]

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Contents
Note: To adhere to RFP numbering for organization and format per RFP section 2.6, please note our cover Letter is Section 1 and Table
of Contents is Section 2.

Executive Summary.........................................................................................................................3
Understanding eTelecare’s needs................................................................................................3
How Deloitte Consulting is different...........................................................................................3
Benefits to eTelecare...................................................................................................................6
3. Bidder Information......................................................................................................................8
3.1 Name and Address.................................................................................................................8
3.2 Contacts for Clarification......................................................................................................8
3.3 Contact Information...............................................................................................................8
3.4 Proposed Project Manager & Core Project Team..................................................................8
4. Exceptions..................................................................................................................................14
4.1 Pricing..................................................................................................................................14
4.2 Terms...................................................................................................................................14
5. Background and Experience......................................................................................................15
5.1 Deloitte Consulting Background.........................................................................................15
5.2 Experience...........................................................................................................................20
5.3 Services................................................................................................................................25
5.4 Oracle Partner Status...........................................................................................................27
5.5 Awards.................................................................................................................................28
5.6 Key Differentiators..............................................................................................................29
5.7 References............................................................................................................................31
5.8 Financial Data......................................................................................................................32
6. Project Methodology and Approach..........................................................................................33
6.1 Our Project Methodology....................................................................................................33
6.2 Our Toolkit & Project Accelerators.....................................................................................36
7. Project Scope and Approach..................................................................................................39
7.1 Overview..............................................................................................................................39
7.2 Scope and Objective............................................................................................................40
7.3 Proposed Solution Framework............................................................................................40
7.4 Approach..............................................................................................................................42
7.5 Timelines, Milestones and Deliverables..............................................................................47
7.6 Technical Architecture.........................................................................................................50
8. Post Implementation Support................................................................................................54
8.1 Deployment Stabilization Support.......................................................................................54
8.2 Long Term Support Option.................................................................................................54
8.3 Knowledge Transfer............................................................................................................55
9. Training..................................................................................................................................56
9.1 End User Training................................................................................................................56
9.2 Project Team Knowledge Transfer......................................................................................56
9.3 Technical Team Knowledge Transfer.................................................................................58
10. Pricing Breakdown............................................................................................................60
10.1 Estimated Fees...................................................................................................................60
 10.2 Itemized/Detailed components..........................................................................................60
10.3 Payment Options................................................................................................................61
10.4 Financing Options..............................................................................................................61
11. Engagement Terms and Conditions.........................................................................................62

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Executive Summary
Understanding eTelecare’s needs
We thoroughly understand that eTelecare’s vision is to provide for flexible and robust cross functionally
integrated Business Intelligence solution, which addresses the company’s need to plan where we need to
go, understand where we came from, understand where we are at a moment in time and continually
forecast futures. You need to put the right information, in the hands of the right people, at the right time.
You also want to pervasively allow a broad organizational population to leverage project, people and
corporate assets to drive business decisions and strategy by leveraging Oracle’s Business Intelligence
suite of tools, including interactive dashboards, scorecards, reports, ad-hoc analytics, alerts, notifications
and Contact Center Telephony Analytics pre-built Application content.
We recognize and are ready to help eTelecare address its pain points and issues, including issues of
timeliness, accuracy, actionability, and access. We understand and are poised to help eTelecare:
 Achieve a single version of the truth that provides enterprise-wide operational and financial data on a
timely basis with confidence
 Achieve automated data integration functionality that will provide end users have availability to
required data sources that is accurate and timely
 Implement a central web-based performance management and reporting tool that includes
dashboards, scorecards, alerts, and visualizations.
 Equip eTelecare with tools that empower end users to interact with the business information to
answer ad-hoc questions, and tools that enable auditability and compliance support for PCI and SOX
 Provide managers real-time access to performance and take timely corrective actions
 Eliminate process efforts to create and manage manual reports
We understand that this project is pivotal in eTelecare’s long-term business processes to achieve
scalability for its HR systems and to prepare for continued growth. In our executive summary, we have
highlighted how Deloitte Consulting is different, our unique processes, tools and methodology, our
multidisciplinary approach, and benefits to eTelecare.

How Deloitte Consulting is different

Deeply skilled, globally experienced leading team
Deloitte Consulting’s approach is to provide a project team that fits each of our client’s situations in the
most effective possible way. We do this by taking into account client industry, organizational size and
complexity, application and technology products and versions, and client culture. In getting to know
eTelecare, we have selected a team that is highly experienced both functionally and technically with
Business Intelligence, Oracle, your industry, and more. Our cultural style is to be flexible in our approach,
while credibly driving cross-functional decisions as business processes and the Oracle applications are
designed, configured, and deployed.
Your Engagement Principal will be Daniel J. Eybergen, a Principal and co-leader of our Customer
Relationship Management practice and leader are National Oracle Business Intelligence practice for
Deloitte Consulting. Daniel has extensive background knowledge in historical and zero footprint based
sales, analytics, customer service and one-to-one marketing solutions; channel delivery strategies and
transforming organizational in becoming customer centric. For the past 12 years, Daniel has assisted
organizations in their efforts by providing consultative services around customer centric strategies,
architectures and deployments. He provides an all-encompassing view of customer relationship
management (CRM), from idea inception to post-metric validation.
Daniel has more than 20 years of experience in technical hardware/software integration, business
process redesign, and product and program development, with an emphasis on rapid development and
emerging technologies in an e-Business environment. With extensive consulting experience in a variety of
consulting roles, Daniel has demonstrated the ability to work effectively in varied business and technical
environments at all levels of an organization. Strong leadership skills, energy, and initiative enable him to
carry out assignments effectively.
Daniel will be joined by Senior Manager Axel Newe, who brings more than 20 years of consulting
experience in implementing Process, Technology, and Strategy solutions. He specializes in the field of
Customer Relationship Management, focusing on CRM strategy, process redesign, analytics, and
package implementations. Axel has managed and implemented all levels of the project and software
development lifecycle to include analysis, design, development, testing, roll-out, and post-roll-out support.
We heard you clearly on the team’s importance from a project philosophy and experience standpoint. A
summary of our proposed leadership team is provided below, with full biographies provided in the
appendices. Please note some of our resources are contingent on the timing of the start date for this
project. All project resources can be interviewed by eTelecare. We are committed to doing what it takes to
make this project successful.

Name Project Role Relevance to eTelecare BI System Implementation

Daniel Eybergen Engagement Principal • Leads the national Oracle Business Intelligence practice for
Deloitte Consulting.
• For the past 12 years, assisted organizations in their efforts by
providing consultative services around customer centric strategies,
architectures and deployments.
• Provides an all-encompassing view of CRM, from idea inception
to post metric validation.
• More than 20 years of experience in technical
hardware/software integration, business process redesign, and
product and program development, with an emphasis on rapid
development and emerging technologies in an e-Business
environment.
• Demonstrated ability to work effectively in varied business and
technical environments at all levels of an organization.
• Strong leadership skills, energy, and initiative.
Axel Newe Project Manager • More than 10 years of consulting experience in implementing
Process, Technology, and Strategy solutions.
• Specializes in the field of CRM, focusing on CRM strategy,
process redesign, Analytics, and package implementations.
• Managed and implemented all levels of the project and software
development lifecycle to include analysis, design, development,
testing, roll-out, and post-roll-out support.
Nilesh Vyas BI Functional Lead • Deep expertise in leading onshore/offshore development teams
on global application implementations. He has helped various
clients on business process analysis, technology assessment,
implementation roadmap, readiness assessment, training, and user
adoption initiatives.
• In depth knowledge of Oracle BI Enterprise Edition, Oracle BI
Applications (Siebel Analytics), ETL, data modeling, data
warehouse design, Siebel eBusiness and Analytics application
architecture, implementation methodologies and best practices.
• Over ten years of professional experience in various Business
Intelligence, Marketing, CRM, and Supply chain application

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 Name Project Role Relevance to eTelecare BI System Implementation
implementations.
Gregory L. Subject Matter Expert • Over 17 years of experience in data warehousing (DW),
Hutchinson and Quality financial reporting, budgeting, forecasting, and analytics (BPM),
Assurance Manager and CRM systems and design; with proven, successful experience
in management consulting, sales, marketing, and project
management.
• Manager of Business Intelligence for Business & Decisions.
Held roles of Manager of Enterprise Analytics Professional
Services for Siebel Systems, Principal Consultant in the Global
Data Warehouse and CRM practice at PricewaterhouseCoopers,
and Senior Manager at Accenture in the Global Finance &
Performance Management practice.
• Provides project oversight and professional guidance to lead
delivery of an analytical reporting and dashboard applications.
Sudhakar Subject Matter Expert • Over 12 years of experience in data modeling, application
Radhakrishnan architecture, analysis, design, development, and implementation of
DW and commercial applications such as wireless billing systems,
banking and financial systems using RDBMS such as Oracle, DB2,
and Teradata.
• Expert knowledge in Data Warehousing and Business
Intelligence concepts, Metadata Management, and Extract
Transform Load (ETL) architecture and technology.

Unique business processes, tools, and methodology

Deloitte Consulting employs proven processes, tools, and methodologies to jump start the initial phases
of this project as well as the actual implementation. We are the only organization that can offer you a full
complement of tools and methodologies aligned for BI system implementation, including:
• The Enterprise Information Management™ (EIM) Implementation method provides a structured
approach to delivering these key disciplines during the EIM project life cycle such as; Enterprise
Information Model and Standards, Information Governance, Master Data Management, Business
Intelligence and Data Warehousing, Business Performance Management, Data Quality Management
• IndustryPrint™ tool, which provides industry segment based, leading practice process flows for
the HR functions, mapped to the Oracle applications, providing an effective framework for business
process decision-making throughout the project lifecycle
• Global Process Builder tool, designed to jump-start process design sessions, through the
documentation of global design workshops, and speeding the generation of future state process flows
– no more starting design sessions with a “blank page”. This tool is configurable and can be adapted
to meet the varying needs of our customers

Our multidisciplinary approach means value for eTelecare

We remain the only leading professional services organization that can offer you a single point of contact
to solve the widest array of business challenges. Our organization-wide, client-focused approach to
service means that our professionals can bring eTelecare the right solution at the right time. It is not just
about technology; it is about how the technology fits with your organization, people, processes, plans for
growth, tax positions, regulatory compliance, Sarbanes-Oxley, and more.
In addition to bringing eTelecare the professionals who understand this, our multidisciplinary approach
includes understanding of your industry. Deloitte Consulting serves numerous large and multinational
Technology & Telecommunications clients, having direct experience with BPO Contact Center
organizations, as well as with Contact Center operations for Fortune 1000 companies. Deloitte & Touche

5
data and security privacy specialists can be deployed as needed. Our multidisciplinary approach has also
gained us industry analysts’ recognition as the #2 global Human Capital consulting firm, with a
comprehensive set of HR strategic, process, operational, and technology services. Combine this #2
Human Capital status with our extensive Oracle practice, and you have the #1 global firm offering
extensive HR and Oracle implementation services.
To date we have identified potential ways to add value to eTelecare around Change Management,
Sarbanes Compliance, Privacy & Security and long-term application support. The bottom line is that
Deloitte Consulting, because of our organization’s multidisciplinary approach, can carry out this work in
the context of understanding larger initiatives at eTelecare.
We passionately believe that our capabilities, team, Oracle alliance, and tools & methodologies make us
the right consulting organization to help eTelecare be successful in the HR initiative. We want to work with
you on this significant initiative in an exciting time in your company’s evolution.

Benefits to eTelecare
This is more than a BI systems or technology project. With this work, eTelecare will improve and unify its
business processes, strengthen its infrastructure to support long-term growth, create an automated,
streamlined system for accurate, timely, and accessible information for employees and management,
create greater consistency and agility in its operations, and much more.
Any large business transformation project; however, involves significant risks and challenges. eTelecare
must select a systems implementer that has done this many times before, that knows your industry and
your business, and that can control complexities, mitigate risks, and realize the business benefits. With
Deloitte Consulting, eTelecare receives advantages no other systems implementers can offer. With us:
• eTelecare receives a balance of business-driven and technology-driven perspectives. Most
systems integrators are good at understanding technology. Deloitte Consulting goes beyond this. We
focus on assisting our clients in realizing the business value of their project and their investment. We
understand the business drivers of eTelecare’s BI System project, and the implications to your
operations, your people, and your future. eTelecare can be confident that not only will Deloitte
Consulting control the complexities and implement a strong, stable BI system project from Day 1, but
we also see that eTelecare realizes the business benefits of this project. eTelecare will see results that
balance the people, process, and technology components, and meet your specific goals to increase
process efficiencies in your HR function, to increase employee satisfaction.
• eTelecare is served by a team experienced in managing large complex technology and
transformation projects. A key differentiator of Deloitte Consulting is our experience in managing
and implementing complex technology projects, especially BI, Oracle, and in the Technology &
Telecommunications industry. You do not want your systems implementer to be learning your
business on this project. Based on experience, we understand large BI system and technology project
risks and leading practices, and the organizational and cultural issues that eTelecare is facing. With
us, eTelecare will not just “slam” in the BI system, since delivering old processes in the new system
will not constitute project success. Instead, eTelecare will strategically and methodically reengineer its
key BI business processes, enabling eTelecare to set and meet consistent expectations for all key
stakeholders, set realistic goals, and communicate effectively on progress at appropriate levels
throughout the project.
• eTelecare receives a pragmatic approach and methodology. Our approach is business-driven,
using a methodology and tools that have been implemented and leveraged successfully on many of
our BI and business transformation projects. Our approach provides eTelecare a suite of tools to
leverage project, people and corporate assets to drive its business decisions and strategy. Our
approach supports eTelecare’s goals to put the right information, in the hands of the right people, at
the right time, to pervasively allow a broad organizational population to leverage project, people, and
corporate assets to drive business decisions and strategy by leveraging Oracle’s Business Intelligence
suite of tools , to resolve issues and provide solutions to improve timeliness, accuracy, actionability,

6
 and access to data, to achieve a single version of the truth that provides enterprise-wide operational
and financial data on a timely basis with confidence, to achieve automated data integration
functionality, to implement a central web-based performance management and reporting tool, to
provide tools that empower end users to interact with the business information to answer ad-hoc
questions, and tools that enable auditability and compliance support for PCI and SOX, to provide
managers real-time access to performance and take timely corrective actions, and to eliminate
process efforts to create and manage manual reports, resolve data integrity issues, and create a single
global data dictionary or single source of truth, providing management more accurate and timely
reports so it can make critical business decisions.
• eTelecare will benefit from our BI experience. We bring proven experience and a BI
methodology that will help eTelecare implement an enterprise-wide single version of the truth, better
access to data, accurate data, timely data, better understanding of data, and reusable data. For
eTelecare, this will mean lower risk, better access to cleaner, more plentiful data reduces the risks of
incorrect decision-making. It also improves eTelecare’s ability to comply with banking regulation, better
returns, with better access to cleaner, more plentiful data will identify more business opportunities. It
will also improve eTelecare’s ability to make decisions, and overall lower cost, since eTelecare will be
able to decommission some existing data sources. eTelecare’s will also gain efficiency savings from a
reduction in effort around reporting. Data provided by the program will be available for reuse in other
initiatives, reducing the cost of delivering these in the future.
• eTelecare will benefit from our top tier collaboration with Oracle. Deloitte Consulting’s
relationship with Oracle goes back more than 10 years. We have a strong working relationship with
Oracle worldwide. We have been recognized by Oracle with their highest awards for client satisfaction
and success. Our technical skills are so well recognized in the technology industry itself that clients
such as Microsoft and Hewlett Packard have used us for their enterprise resource planning (ERP)
system implementations. And third party evaluators such as Gartner and AMR have consistently
placed us among the top delivery firms. Our Oracle consultants know the software intimately and have
been heavily involved in the development of the latest Oracle products. We have access to a deep
pool of resources within the Oracle communities, including internal databases of implementation
experiences, and are able to mobilize them to fulfill your needs in short order.
• eTelecare will be prepared for – and be able to minimize – the interim performance dip after
start up. Our change management skills and experience are intrinsic to both our methodology and our
team, not tacked on as an afterthought to the technology implementation. We place strong emphasis
on change management, communication, and training. eTelecare will have a solution that is bought
into by eTelecare users. We will use proven change management and training methods, prebuilt tools,
user feedback documents, communication tools, and more. This will equip eTelecare to position its
employees to accept the new system, provide enhanced job satisfaction and morale, and ultimately
contribute to lower turnover.
• eTelecare benefits from our dedicated Security and Controls Practice for Sarbanes
Compliance. Our consulting and risk management professionals work closely together in projects
from pure Sarbanes-Oxley Section 404 compliance to building and testing security and controls
around BI implementations. We are the only organization able to seamlessly integrate specialists with
knowledge and skill related to SOX compliance into this project using the same industry specific
process frameworks to organize Sarbanes-Oxley controls as to configure Oracle ERP systems.
In summary, we are the most well-rounded firm, offering eTelecare the full suite of services required to
make this project successful.

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3. Bidder Information
3.1 Name and Address
Legal Name Deloitte Consulting LLP
Address Deloitte Consulting LLP
111 S. Wacker Dr.
Chicago, IL 60606-4301
Telephone +1 312 486 1000
Fax +1 714 913 4184
E-mail [email protected]

3.2 Contacts for Clarification

Name Axel Newe
Title Senior Manager
Customer Practice
Deloitte Consulting LLP
Office Address 50 Fremont Street
San Francisco, CA 94105
Residence Folsom, CA
Telephone +1 916 671 4725
Fax +1 415 783 0418
E-mail [email protected]

3.3 Contact Information

Name Daniel Eybergen
Title Lead Engagement Principal
Office Address 111 S. Wacker Drive
Chicago, IL 60606-4301
Residence Chicago, IL
Telephone +1 312 486 2444
Fax +1 312 247 2444
E-mail [email protected]

3.4 Proposed Project Manager & Core Project Team

Recognizing the importance of this project to eTelecare, we are proposing a senior team with deep Oracle
Business Intelligence and call center experience. This team understands the importance of completing
this project successfully and is committed to working with eTelecare to provide the services requested

8
and listed herein.

The names and contact information of our proposed project team are presented below, and for clarity,
team detailed resumes are available for review as requested. Depending on the start date of the
project, as well as the dates the specific resources will join the project, some of the resources
may change.

Name Daniel J. Eybergen

Title Principal
Role on Project Engagement Principal
Telephone + 1 312 486 2444
E-mail [email protected]
Experience Daniel J. Eybergen is a Principal and leader of the Customer Relationship
Management practice for Deloitte Consulting in the Mid West. With extensive
consulting experience in a variety of consulting roles, Mr. Eybergen has
demonstrated the ability to work effectively in varied business and technical
environments at all levels of an organization. Strong leadership skills, energy and
initiative enable him to carry out and lead Business Intelligence, Call Center, and
Siebel projects. A Sampling of Key Experience:
 Managed a Business Intelligence initiative in the Manufacturing/Industrial
Equipment industry as the Engagement Partner using OBI-EE to enable
the organization. Efforts were focused on discrete business functions in
creating multiple data-marts leveraging the analytics dashboard and
decision tools
 Responsible for all relationships, financials and project activity as the Lead
Client Service Partner with a Life Science/CRO company. Program rolled
out Siebel 7.8 to their existing Call Center to support tracking and
complaint management. Program also included an AMO support structure
for post project coverage
 Managed a Customer Service Management project for a Communications
client as the Engagement Partner. Strategize workforce management
objects and requirements to be implemented to reduce redundancy and
increase cost efficiencies with IT, management and staff. This initiative
worked on standardizing scheduling, process improvements and staffing
within the client’s two call center environments

Name Axel Newe

Title Senior Manager
Role on Project Project Manager
Telephone +1 916 671 4725
E-mail [email protected]
Experience Axel has over ten years of consulting experience in implementing Process,
Technology, and Strategy solutions. He specializes in the field of Customer
Relationship Management, focusing on CRM strategy, process redesign, and
package implementations. Axel has managed and implemented all levels of the
project and software development lifecycle to include analysis, design,
development, testing, roll-out, and post-roll-out support. A Sampling of Key
Experience:
 Managed the conceptual and detailed design for a call center
transformation involving Siebel 7.8 for Call Center, and Genesys CTI and
Workforce Management for the agent-facing of a large car insurance

9
 company.
 Successfully managed 58 offshore and 6 onshore consultants in a
complex global Siebel Contact Center (Service and Field Service)
consolidation. The project involved consolidating six disparate databases
into one (and all associated data migrations), merging 3 application
instances, and combining hardware from 2 worldwide data centers into
one.
 Managed the deployment effort of a custom-built, web-based customer
service front-end and Call Handling Infrastructure (Interactive Voice
Response, Computer Telephony Integration, Workforce Management and
Quality Monitoring) for a national health insurance company.

Name Nilesh Vyas

Title Manager
Role on Project BI Functional Lead
Telephone +1 510 219 8995
E-mail [email protected]
Experience Nilesh Vyas is a CRM practitioner with solid Business Intelligence, MRM,
Marketing and Siebel CRM expertise. He has over ten years of professional
experience in various Business Intelligence, Marketing, CRM and Supply chain
application implementations. Nilesh possesses an in depth knowledge of Oracle BI
Enterprise Edition, Oracle BI Applications (Siebel Analytics), ETL, data modeling,
data warehouse design, Siebel eBusiness and Analytics application architecture,
implementation methodologies and best practices. A Sampling of Key Experience:
 Managed the Data and Reporting thread of Siebel Sales implementation
project. Developed a reporting strategy featuring the technology landscape
of Hyperion, Siebel, Actuate, Informatica and Siebel Analytics for financial
forecasting and performance measurement in addition to a Data
Governance model. Designed DW architecture and a framework to
manage master data between Siebel, PeopleSoft and other applications.
Developed functional and technical design of Actuate and Analytics
solutions.
 Managed Deloitte Consulting engagement on MRM Analytics. Managed
project scope, JAD, design, development, testing and deployment. As an
Analytics Solutions Architect, developed OLAP data model, physical and
logical stars, Analytics RPD, operational and Executive Dashboards.
Managed a special task force of five reporting experts to increase user
adoption.
 Worked as a Solutions Architect for Analytics. Responsible for developing
the CRM and MRM DW data model and design the application and server
layers to meet business requirements. The MRM data model and
application configuration was productized by Siebel as part of joint
development and Go To market strategy.

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Name Benjamin Wong
Title Senior Consultant
Role on Project Functional Analyst
Telephone +1 734 417 3214
E-mail [email protected]
Experience Ben is part of the CRM practice with 10 years experience in the Life Sciences,
Technology, and Aerospace industries. Ben is a. Prior to joining Deloitte
Consulting; Ben served as the CRM Program Manager at a global medical device
manufacturer. He led implementations of Siebel Analytics, and a Call Center
optimization strategy investigation. In addition, he has had significant experience in
compliance and regulatory requirements definition, dashboard configuration, and
testing and validation management for deployments. A Sampling of Key
Experience:
 Managed the day-to-day operations of a 300-user Siebel deployment.
Acted as program partner to Field Sales, Marketing, and Call Center teams
and assisted the organizations in defining and prioritizing their system-
related needs. Managed budget planning, identified, and mitigated risks,
and resolved issues with the Oracle Business Intelligence deployment.
 Responsible for the development of a project proposal for stakeholders
including future state business processes reporting, data analytics and
KPI requests.

Name Tami Frankenfield

Title Senior Lead
Role on Project Subject Matter Experts
Telephone + 1 714 913 1350
E-mail [email protected]
Experience Ms. Frankenfield is a leader in the Business Intelligence industry and has served
as a national speaker at DCI CRM and Business Intelligence Conferences, the
Business Intelligence Forum, ISOTech, and NCR/Teradata Partners Conferences.
She is proficient in managing large data warehouse technical teams and complex
projects and has a history of succeeding in the most challenging of technical
leadership rolesA Sampling of Key Experience:
 Led the change management and business readiness work streams for
the Enterprise Business Intelligence implementation and strategy with
Siebel Analytics (Oracle BI), DBI, and Discoverer to over 30,000 users
 Managed Business Intelligence Department of 30 employees for a leading
Insurance Company. Performed all aspects of large-scale system
development project management. Established the vision and execution
plan for Business Intelligence in support of business goals, positioning
Business Intelligence as one of the top three initiatives in the company’s
strategic plan.

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Name Gagan Bhatara
Title Senior Consultant
Role on Project Technical Expert
Telephone +1 404 631 2214
E-mail [email protected]
Experience Gagan Bhatara is a CRM/Analytics practitioner possessing strong knowledge of
Siebel packages. He has 9 years of IT experience which includes leading design,
development and implementation of Siebel CRM, Analytics and custom software
solutions. A Sampling of Key Experience:
 Led and managed the Siebel Analytics team, both onsite and offshore, to
successfully deliver Sales Analytics solution to 250 plus users.
Responsible for end to end life cycle of the Analytics deliverable including
resource and scope planning.
 Co-Lead the Application and Integration technology thread in order to
design, develop, test and deploy the Call Center application which
provided a single-stop UI for the CSR to view legacy data while handling
service calls for a Leading Healthcare Product and Services Provider.
 Configured a number of enhancements which included feasibility study of
Siebel Projects module for the Siebel Call Center and Siebel eCustomer
applications, general changes to Lists of Values, Multi Value Groups, field
additions and implementation of Siebel maintenance release 7.5.3.5

Name Gregory L. Hutchinson

Title Senior Manager
Role on Project Subject Matter Expert and Quality Assurance Manager
Telephone +1 415 205 7829
E-mail [email protected]
Experience Mr. Hutchinson is an expert in data warehousing (DW), financial reporting,
budgeting, forecasting, and analytics, (BPM), and customer relationship
management (CRM) systems and design. He is recognized as a thought leader
on data warehousing and business intelligence from his time leading Siebel
Professional Services. A Sampling of Key Experience:
 Acted as DW/BI SME for tools evaluation and risk audit for financial,
supply chain, and human resources analytics and reporting project at
Wheeling Pittsburg Steel. Provided independent review of business
intelligence tools selection process and conclusions. Oracle Enterprise
Analytics.
 Led delivery of an analytical reporting and dashboard application as the
Project Manager at Freddie Mac. Built team to successfully rework Oracle
data model, Hyperion Essbase engine, and Hyperion Brio reports and
dashboards.
 Managed group of 12 expert professional services people and grew the
team to 20 by the end of the year. Also provided Project oversight and
professional guidance for up to 5 concurrent Enterprise Analytics
engagements.

12
Name Sudhakar Radhakrishnan
Title Senior Consultant
Role on Project Subject Matter Expert
Telephone +1 313 394 5664
E-mail [email protected]
Experience Over twelve years of experience in data modeling, application architecture,
analysis, design, development, and implementation of Data Warehouse and
commercial applications such as wireless billing systems, banking and financial
systems using RDBMS such as Oracle, DB2 and Teradata. Expert knowledge in
Data Warehousing and Business Intelligence concepts, Metadata Management
and Extract Transform Load (ETL) architecture and technology. A Sampling of
Key Experience:
 Created Physical Layer and Semantic Object Layer using Oracle
Business Intelligence Suite Enterprise Edition (OBIEE) for a Government
Agency requiring a Data warehouse solution that would contain all of DVA
asset information and key performance indicators. Analyzed all source
systems and designed a multi-dimensional database for Data Warehouse.
 Provided data extract logic for several BI reports and Data feeds to
support a Diversified Communication Services Corporation. Designed and
Implemented Data Warehouse to house Revenue, Customer and Usage
data from Legacy billing systems and Mobile Virtual Network Operation
(MVNO).

13
4. Exceptions
Deloitte Consulting’s approach and philosophy for major BI implementations, such as the proposed
eTelecare BI implementation, is to minimize risk and to deliver on the stated objectives with high quality
and value for our customers. We have provided responses to eTelecare’s request for proposal (RFP) with
thoughtful consideration, and have proposed the below listed variations to your RFP to add value and
reduce risk for eTelecare.

4.1 Pricing
One of the benefits of working with Deloitte Consulting is the experience we bring for major BI system
implementations. In the Pricing Breakdown section of this proposal, we have provided both a Time and
Materials bid, and a Fixed Price bid for the project.
The Fixed Price bid introducing more risk to both parties, and therefore is computed by adding a
contingency to the Time and Materials bid. During the initial 4 weeks of the project (Vision Phase), we will
be able to refine the bid. The amount may change, but not exceed the initial estimate.

4.2 Terms
The RFP lists a number of conditions in section 2.7.17 (Proposal and Response as Part of Contract),
2.8.6 (Proposal and Response as Part of the Contract), and 2.8.7 (Payment Terms and Progress
Payments). We assume these terms are negotiable, in that Deloitte Tax has already performed services
with eTelecare under a set of terms and conditions that were agreeable to both parties. Upon selection of
Deloitte Consulting for this engagement, we assume that eTelecare and Deloitte Consulting would work
through a set of terms and conditions similar to those agreed to between eTelecare and Deloitte Tax. For
your reference, we have included Deloitte Consulting’s standard terms and conditions in the appendices
to this proposal.
5. Background and Experience
5.1 Deloitte Consulting Background
Deloitte Touche Tohmatsu (DTT) is a $23 billion global organization with more than 150,000 professionals
in 150 countries. DTT’s member firms and affiliates provide integrated services encompassing a unique
and differentiated footprint. Together, we deliver traditional and non-traditional consulting and advisory
services, with deep experience in security and privacy, internal audit, and regulatory consulting, as well as
technology, tax and assurance services.
Deloitte Consulting is a subsidiary of Deloitte & Touche USA LLP, which is the U.S. member firm of DTT.
Deloitte Consulting is a world class, full service consulting organization with more than 7,000
professionals nationwide. Our member firms operate seamlessly as one organization and have done so
for many years delivering integrated services to our global clients. Our service offerings within Deloitte
Consulting are organized into the following areas:

Enterprise Strategy & Technology

Human Capital Outsourcing
Applications Operations Integration

• J.D. Edwards • Total rewards • Transformational • Corporate strategy • Technology, strategy,

• SAP • Organization and change outsourcing • CFO services & architecture
• PeopleSoft • HR transformation, • Applications outsourcing • Customer/market strategies • Application integration
• Oracle including ERP • Information technology • M&A • Technology infrastructure
• Actuarial and insurance outsourcing • IT strategy • Custom development
• Lawson
solutions • Business process • Operational excellence (including portals)
outsourcing • Program leadership
• Finance transformation
• Shared services

We leverage our Strategy & Operations, Human Capital, Enterprise Applications, and Technology
Integration practices to provide comprehensive solution and services.
• Through our strategic capability, we help clients to determine best practices Key Performance
Indicators (KPIs), customer analytics and reports.
• Our Human Capital capability provides clients with training, knowledge transfer, organizational
alignment and communication tools that will improve overall results.
• Our Technical Integration & Enterprise Application capability provides clients with systems
integration capabilities that are required for a successful business intelligence deployment.

Our integrated approach to Business Intelligence aligns well with eTelecare

Deloitte Consulting offers eTelecare a single point of contact to solve a wide array of business challenges.
Our organization-wide, client-focused approach to service means that our professionals can bring
eTelecare the right solution. it is not just about technology; it is about how the technology fits with your
organization, people, processes, plans for growth, tax positions, regulatory compliance, Sarbanes-Oxley,
and more.
In addition to bringing eTelecare the professionals who understand this, our multidisciplinary approach
includes understanding of your industry. Deloitte Consulting serves numerous large and multinational
Technology & Telecommunications clients, having direct experience with Business Process Outsourcing,
Contact Center organizations, as well as with Contact Center operations for Fortune 1000 companies.
To date we have identified potential ways to add value to eTelecare around Data Quality & Integrity,
Security & Privacy, Human Capital and Enterprise Business Integration supports. The bottom line is that
Deloitte Consulting, because of our organization’s multidisciplinary approach, can carry out this work in
the context of understanding larger initiatives at eTelecare.
We passionately believe that our capabilities, team, Oracle alliance, and tools and methodologies make
us the right consulting organization to help eTelecare be successful in the BI initiative. We want to work
with you on this significant initiative in an exciting time in your company’s evolution.
• We have implemented some of the largest Siebel and Oracle Analytics implementations with
global data warehouses
• We have deployed Siebel Analytics to solve a wide range of front-office business issues such as
Call Center effectiveness, Sales Force Effectiveness, Marketing Effectiveness and Service
Effectiveness
• We have experienced Oracle BI/Informatica resources
• We have successfully deployed and managed 25 Oracle BI implementations
• On-going significant investments in training and people development
• Our strong offshore BI capability provides clients with cost-effective extended delivery model
In addition to providing a multidisciplinary approach that provides high level expertise throughout all
phases of an Oracle BI implementation. Deloitte Consulting offers a core set of Business Intelligence
services that are focused around eTelecare’s specific needs.

16
 Deloitte Consulting’s eTelecare Solution

• I ncorporate data inputs from transactional

systems.
• Optimize data model to maximize breadth,
depth, and performance.
• Configure reports and dashboards to
simplify data displays.

Information
Dynamics

• Offer extensive Finance, • Offer extensive experience

HR, and CRM implementation Deloitte’s in call center systems
experience.
• Maintain strong
eTelecare implementation.
• I ntroduce revolutionary use
relationships with Oracle Solution
of KPI ’s and process
personnel. Oracle streamlining protocols for
• Possess proven toolkits and Contact
methodologies for Oracle BI Business call center performance
Center optimization.
implementations. Intelligence • Developed customized
methodology for call center
analytics and reports.

Deloitte’s Supporting Capabilities

Enterprise
Data Quality Security & Human
Business
& Integrity Privacy Capital
Integration

Our Oracle practice

With more than 3,600 consultants who specialize in Oracle, eTelecare can be
confident that we have the right experience and capabilities to deliver on its
vision, as well as the deep knowledge to address any issues that arise from
anomalies with the Oracle product regarding security and privacy, Sarbanes- 2006 ORACLE
Oxley compliance, potential tax impact of the implementation to unique TITAN AWARD
WINNER
challenges specific to eTelecare’s and its customers’ environments. Through
experience, we know what to anticipate and plan for, and through the strength
and breadth of our capabilities, we have the resources to quickly address any unanticipated issues.
Deloitte Consulting’s Oracle skill and experience involves being a Tier 1 Global Oracle Business Alliance
”partner” and participating in multiple Oracle initiatives. Deloitte Consulting has played a role in beta
testing Oracle’s applications and assisting with planning for future releases, including Oracle R12. In
addition, Deloitte Consulting has assisted more than 600 companies with their SOX readiness efforts and
is providing advice and guidance to more than 2,000 public audit clients.
Our Oracle practice includes:
 3,600 Consultants

17
  1,300 implementations
 Tier 1 Alliance & Development Partner
 Oracle’s Number One Service Integrator
 Tax Outsourcing / Sourcing Solution with Oracle Outsourcing
 SOX Marketing Initiative with Oracle’s Internal Control Manager
 Basel II Initiate
Deloitte Consulting was also chosen by Oracle as “Integrator of the Year” for successfully defining new
markets, achieving leadership positions in target markets and transforming traditional business practices
building on Oracle's offerings. Other worthy areas of recognition include:
 Deloitte Consulting was the winner of the North America Titan Oracle E-Business Suite Award
 Deloitte Consulting has one EMEA
of the world’s largest Oracle ~188
practices, with more than
4,500 specialists who have AMERICAS
collectively contributed to ~552
500 implementations APAC
worldwide across the full
~204
range of the Oracle E-
Business Suite.
 Deloitte Consulting is
Oracle's #1 choice to drive
value into their strategic high
tech client base with our Enterprise Value Map (EVM) designed specifically for Oracle.
 Deloitte Consulting’s Oracle practice is experienced in the challenges of complex, global ERP
implementations
 Deloitte Consulting operates teams across multiple locations and time zones to maximize benefits
and manage risk
 Deloitte Consulting has extensive Oracle experience in all industries
 944 Oracle EBS focused practitioners globally
 Longstanding relationship with Oracle as a Global Certified Advantage Partner

Our Information Management Practice

Deloitte Consulting is a global leader in providing Business Intelligence strategy and implementation
solutions, with more than 150 completed engagements worldwide in the past seven years. To provide the
best solution to our clients’ challenges, our multidisciplinary BI practice comprises thousands of
professionals from a number of disciplines.

Information Dynamics
 Information Strategy and Business Alignment – This service helps organizations create
strategies/approaches to optimize value from information assets, develop Business Cases to
support key organizational considerations in creating the Requirements Definition, and implement
roadmaps and readiness assessments.
 Architecture Design and Business Information Modeling – This service converts an
organization’s high-level Information Strategy into specific Information Architecture and
Technology Architecture action steps, supported by optimal data models and tools. Provides an

18
 access mechanism to make information readily available for reporting, monitoring, and measuring
business.
 Information Governance – This service helps organizations predicate “One version of Truth” by
maintaining strategic direction of their information assets. The service designs and develops Data
Governance programs to effectively manage and harness the organization’s information assets.
Finally the service also establishes Information Controls and Privacy to protect and secure
information for customers, stakeholders, employees

Data Warehousing
 Data Architecture and Management – This service establishes frameworks/architectures
and processes for data movement and storage to support operational and analytical information
needs, define standards and guidelines for data movement and flow. Additionally, Data
Architecture and Management address key aspects of data management namely: Data Quality,
Metadata, and Master Data Management to provide consistent, accurate, trusted, and usable
information.
 Business Analytics – This service provides an access mechanism to make information
readily available for reporting, monitoring and measuring business. Additionally it helps clients
harness information to deliver intelligence, accelerate decision-making process through
integrated facts and dimension analysis using sophisticated tools and techniques.
 Data Mining – This service provides solutions and techniques that employ highly
sophisticated mathematical algorithms to churn through vast quantities of data in order to detect
meaningful patterns or trends and solve complex business problems

Our Call Center Practice

Deloitte Consulting’s Contact Center is one of our largest service lines within our Customer Practice. We
help clients define strategies to align their contact centers with business goals, metrics, and vision. We
bring a structured approach to the contact center improvement lifecycle to help clients drive sustainable
business results through offerings such as operational excellence, outsourcing advisory services, contact
center assessments, contact center strategy and roadmap, disaster recovery/business continuity
planning, contact center technology services, and virtual contact centers.

We have worked with call centers of Fortune 500 firms, as well as call center Business Process
Outsourcing, to enhance business operations efficiency. Combining expertise from Strategy &
Operations, Human Capital, Technology Integration, and Enterprise Applications, we have implemented
numerous projects in the following areas:

 Operational Improvement Strategy

 Organizational Structure Design
 System Configuration and Implementation
 Data Management and Business Intelligence
 Process and Performance Optimization
We have implemented over 500 Contact Center and Contact Center-related projects the last 3 years.

5.2 Experience
Deloitte Consulting is unique in the industry in that we are business consultants with very strong global
Oracle BI capabilities. Deloitte Consulting has been successfully implementing Oracle BI (formerly Siebel

19
Analytics) application solutions since 2001 and has in-depth expertise and proven success in the
implementation of the complete suite of Oracle BI Applications. We offer full-service capabilities to
support Oracle BI implementations globally including experienced BI practitioners, Oracle-specific
technology and techniques, education and training, and dedicated software laboratory and solution
centers. Combining BI experience with our industry and technical expertise, we provide the most
complete BI implementation services available from designing detailed work plans to development,
implementation, and management of program offices. We have significant experience in the following
areas:
• Developing detailed work plans to implement BI applications designed to meet individual client
objectives.
• Capturing important process and performance indicators into the BI system.
• Configuring and implementing BI dashboards and reports.
• Integrating data from multiple non-Oracle platforms into a single data warehouse.
• Integrating BI applications with third-party bolt-on packages
• Implementing change management and training programs
• Specifying, developing and testing custom integration, enhancements, reports and data
conversions
Deloitte Consulting’s BI practitioners have extensive knowledge and implementation experience on
virtually all modules, including the following:

Contact Center Analytics Human Resources & Workforce Hyperion Financials

Management Analytics
Sales Analytics Oracle BI Publisher Informatica ETL Management
Oracle Answers Oracle Discoverers Business Objects

Implementation Track Record

At Deloitte Consulting, we are very proud of our track record of client satisfaction. Our BI practice has
delivered numerous projects in the past years. We have designed, built, tested, and deployed both small
and large BI systems, varying in complexity.

The table below is a sample of recent and relevant Deloitte Consulting project experiences. Each
qualification aligns with all or some of the objectives outlined in the RFP. Immediately following the table,
a selected set of these engagements will be detailed. These representative examples demonstrate our
achievements on engagements similar to eTelecare’s initiative.

20
21
Case Studies
Based on the implementation track record and similarities to the eTelecare project objectives, we have
selected three project qualifications to be discussed in detail in the following section.

Covance

Company Profile

Covance is one of the world's largest drug development services companies

Project Overview

• Engaged to build a call center application that supported a new operating model—moving away
from the call-based management to a service request based model
• To complement the call center implementation, Siebel Analytics 7.7 (precursor to Oracle
Business Intelligence Suite) solution was implemented for data management and business
intelligence
• The Analytic solution supported both ad-hoc querying and core dashboard reporting

Approach Results

• A full Siebel Analytics 7.7 infrastructure was • New Report publishing process shortened
implemented including MSSQL 2000, from weeks to hours
Informatica/ETL 6.2, and Siebel Analytics 7.7
• Improved data relationships for operational
• Deloitte Consulting’s Extended offshore and client service analysis were created in the
delivery was leveraged throughout the design, data warehouse Service requests, activity, and
build, test, go live and production support activity detail can be tied together to present
data
• Deloitte Consulting’s implemented three
star schemas: Service Requests, Activities, and • 90%+ of the OLTP fields were made
Activity details available from a reporting perspective in
addition to metrics that did not exist in the OLTP
• In addition to standard reports, a robust application
Answers tool-kit was made available to defined
power users for complex ad-hoc requests • Standard reports were delivered via
dashboards to the entire organization for
consistency

22
Agilent Technologies

Company Profile

Agilent manufactures scientific instruments and analysis equipment. Their solutions are used in a wide
range of industries including communications, electronics, life sciences and chemical analysis. The
company has approximately 28,000 in 30 countries.

Project Overview

• Established a customer master architecture to support integration of data from 7 different

systems across the enterprise including Oracle 11i applications and Siebel CRM
• Adopted numerous localization initiatives to support international customers and improve data
quality
• Implemented Siebel Analytics (precursor to Oracle Business Intelligence Suite) for reporting and
business intelligence needs

Approach Results

• Created a Single Customer Master view • Enterprise-wide single Customer Master

across the enterprise. view encompassing Order Fulfillment, Logistics,
and Financials.
• Developed and executed a plan to improve
reporting/analytics and data quality. • The accelerated implementation project
achieved independence from legacy systems
• Implemented data feeds from Oracle and
and laid the foundation for future data
Siebel applications across the world to populate
warehousing and business intelligence
central data warehouse.
enhancements.
• Considered country statutory compliance,
• The implementation enabled Agilent to
tax regulations, different cultures, and local
function more effectively as a single company—
business practices.
generating real-time information that employees
• Implemented a Siebel Analytics Solution. and customers need, managing assets more
efficiently, and sharing information much more
• Engaged Deloitte Offshore group in readily.
Mumbai, India for data loads, report
construction, and enhancements development. • Customized reporting capabilities per user
responsibilities.

23
Leading Health Insurance Provider

Company Profile

One of the US’s leading health insurance providers.

Project Overview

• Implemented Siebel Call Center and Siebel Analytics (predecessor of Oracle BI).
• Constructed a consolidated data warehouse for collecting and analyzing customer responses.
• Integrated with data from legacy systems and external solutions.

Approach Results

• Partnered with client’s business and • Enhanced, aggregated, and related data
technology leadership to create a data providing real organizational effectiveness
management and business intelligence capabilities.
strategy. • Normalized business definition and single
• Optimized key business processes in call solution for managing marketing and call center
center and marketing. projects.
• Conducted a rapid implementation • Fully integrated transactional and analytical
(Requirements  Deploy) of an integrated solution combining business process
solution consisting of Siebel v7.8 PRM, automation, data distribution, web portal
Analytics, and Call Center. functionality, and business intelligence.
• Created a consolidated data warehouse for
collecting and analyzing marketing responses
for across and within channels and campaigns.
• Integrated with legacy and vendor solutions
to create enhanced capabilities to import data.

24
Major Canadian Bank

Company Profile

One of Canada’s leading banks. Within the bank the Enterprise Infrastructure-Service Delivery group is
responsible for the ensuring smooth operations of the bank’s IT infrastructure.

Project Overview

• Implemented data warehouse for Service Delivery call centers

• Integrated data from multiple sources
• Deploy easy to use analytics reports

Approach Results

• Developed an information strategy and • Application of business rules in the data

application to allow the Service Delivery group mart provides contextual meaning to the raw
to react more quickly, reduce system down data.
time, and improve customer experience • Actionable information is available in a
• Built a data mart which would integrate usable, interactive format using Business
multiple sources of data and provide the Objects web- based reporting tools
consumers of this data with a self service, ad- • Report analysts are freed up to spend more
hoc, and reporting capability using the Business time analyzing data instead of spending hours
Objects XI platform or days creating reports
• The project lasted 5 months during which • By analyzing historical data, predictive
the team installed Business Objects, used models have been built to predict future
Business Object Data Integrator ETL tools to behavior. This helps the bank manage and
populate the data mart and configured the reduce risk through a forward looking calendar
application to provide a variety of reports and of change report
dashboards. The ETL (Extract Transform &
• Dashboards give executives and mangers
Load) process employs cleansing routines and
visibility on how the business is running without
business rules. The data model is designed to
having to depend on other to provide the
support frequent refresh operational data
information
• Using the ad-hoc query capabilities, users
are able to take any piece of information,
analyze it and then drill down to see the next
layer of data. This helps identify the root cause
and make correct decisions

5.3 Services
Deloitte Consulting is a part of Deloitte Touche Tohmatsu, a world leader in consulting (strategy and
operations, technology integration, enterprise applications, human capital, and outsourcing), tax, audit,
and financial advisory services. Our member firms serve more than one-half of the world’s largest

25
companies, as well as large national enterprises, public institutions, locally important clients, and
successful, fast-growing global growth companies.
The Deloitte U.S. Firms are: Deloitte Consulting LLP, Deloitte & Touche LLP, Deloitte Tax LLP, and
Deloitte Financial Advisory Services LLP. United, we are the only Big Four organization with integrated
Audit, Tax, Financial Advisory, and Consulting practices.

We have the world’s largest Tax practice, the world’s largest private consulting firm, and the best
assurance quality record in the profession. No other organization can offer such a breadth of global
integrated services. With $23 billion in worldwide revenues projected for FY07, we scale our services to
meet each specific client needs – including eTelecare. This means we are able to bring a total
perspective to eTelecare and cross-leverage our skills across functions. Our combined organization has a
distinctive ability to approach complex projects like the BI system implementation project from many
disciplines, with many skills, and many resources, and the right ideas. We can provide you the right
solution for eTelecare, not just off-the-shelf products.
eTelecare is seeking a BI implementation firm with strong BI, Oracle and industry experience. Deloitte
Consulting brings exactly that capability, along with an array of other capabilities. Offering a full skill
footprint unlike any other, our consulting practice is known for tackling difficult challenges and giving
clients straightforward advice. We provide specialized services for a range of complex issues across
many industries. Our consulting services include:
• Enterprise Applications (includes providing solutions for SAP, Oracle, PeopleSoft, Lawson, CRM
Packages, SCM Packages, and other projects)
• Strategy and Operations
• Technology Integration (includes interface development, networking, mainframe, custom
development, SAP Technologies - NetWeaver, middleware, and other deep technical experience and
proficiency)
• Human Capital Process, Technology, Change Management and Training

26
• Outsourcing

5.4 Oracle Partner Status

Broad, deep Oracle product experience and Oracle relationship
Deloitte Consulting is one of Oracle's few elite alliance firms, with an inside track on future releases of
Oracle and Fusion. We have maintained an official alliance relationship with Oracle since 1995, and we
provide full life cycle implementation and proven Oracle tools and methodologies.
Deloitte Consulting is a Tier 1 Certified Advantage Partner (the top alliance status), and a charter member
of the international Oracle Applications Users Group (OAUG) and the Oracle Corporation Users Group. In
2005, we followed Oracle’s lead in merging our Oracle, PeopleSoft, JD Edwards, and Siebel practices,
creating a pool of more than 4,500 consultants worldwide with deep application and implementation
experience combined with Deloitte Consulting’s broad industry and service capabilities.
Our consultants average 8+ years of implementation experience. We are in the rare position of being part
of the final functionality input and first training for Release 12 and Fusion beta test teams, and we also
contribute to individual product development most recently in Internal Control Manager, Product
Development, Supply Chain, and Governance, Risk and Controls. In terms of thought leadership we
market jointly with Oracle on strategic HR issues such as talent management. Some highlights of the
Deloitte Consulting / Oracle relationship are:
• Oracle Accolades:
– Oracle Certified Advantage Partner (highest level) since the inception of the program
– Recognized as only one of a select few “Global” certified partners
– First Consulting organization to win two “Titan” awards, one for Oracle EBS, and one for
Siebel (2006).
– 2005 Enterprise Partner of the Year
– 2005 UK Business Partner of the Year
– 2004 Global Systems Integrator of the Year, the last such award ever given
– Member of the “Partner Development Program” since inception
– FY2006: #1 and #2 Influenced Revenue Partner, Commercial & Strategic accounts
respectively
– First Certified Siebel “On-demand” Partner
• First to Implement Major Releases:
– 11.03 Major Wireless communications provider
– 11i Major Network device manufacturer
– Largest global implementation of Oracle HR (30 countries)
– First implementation of Oracle Payroll in Mexico
– One of only a few firms involved in Release 12 final functionality considerations
– Only Consulting firm invited to initial Release 12 training internal to Oracle
– Currently working with clients beginning the path to Release 12
– Dedicated Deloitte “Champion” in Oracle Development organization
• Key Relationships:

27
 – Person…, Senior Director, Global Alliances and Channels
– Person…, GVP, BI Sales
– Person…, Applications Partner Program, Applications Development
– Person…, Senior Director, HCM Product Strategy, Enterprise Applications
– Person…, HCM Alliances, NAS HCM Channels
We will fully leverage our Oracle relationship to help enable success at eTelecare – when Deloitte
Consulting picks up the phone on your behalf, Oracle listens.

5.5 Awards
We have a long-standing, strategic relationship with Oracle and the Oracle user community, which we can
leverage for project-specific knowledge. We are an Oracle Global Certified Advantage Partner. Deloitte is
Oracle’s number one implementation partner (as reported by Oracle on Oracle’s Q1 leadership meeting
with Deloitte Consulting on 6/29/06). Deloitte Consulting is also rated as the leading Oracle
implementation organization by independent evaluators such as The Gartner Group and Meta Group.
“Deloitte Consulting’s award is in recognition of the depth and strength of our relationship and, even
more importantly, the shareholder value that Deloitte Consulting has helped us deliver to our joint
clients. Every day, Deloitte Consulting’s consultants work side-by-side with teams at Oracle® to help our
clients tackle their most pressing business challenges and to develop new solutions and approaches
that will help them excel in their industries.”
— Rauline Ochs
Oracle Corporation
Group Vice President, North American Alliances and Channels

Our Oracle awards and credential include the following:

• Awarded 2 Titan Awards in 2006:
•Partner of the Year – Siebel Solutions
•Partner of the Year - eBusiness Suites Solutions
• 2005 & 2006 winner of the prestigious Oracle Titan Awards in both
our Oracle and PeopleSoft practices
• Awarded 2004 Global Systems Integrator of the Year
• Deloitte is one of a few Oracle Global Certified Advantage Partners and Authorized Oracle
e-Business Suite Outsourcing (“EBSO”) Implementation Provider
• Successful delivery of Oracle HR implementations, spanning all major industries and software
release cycles since 1992
• Deloitte is an Oracle Certified Advantage Partner and
• We work with the Oracle Cooperative Applications Initiative (CAI) to assist with integration of
third-party software and hardware vendors
• As a Global Alliance Partner, we have the authority to resell all Oracle products, including Oracle
Applications, documentation, support, and training
• We have access to emerging Oracle developments, are active participants in the planning of
changes to future releases, and are uniquely positioned to provide implementation and upgrade
support
• We are one of the early adapters of Oracle’s Fusion Strategy

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5.6 Key Differentiators
With the purchase and planned integration of Oracle Applications & Technology, eTelecare is investing in
the future infrastructure of your business. This investment is to support eTelecare’s strategy of competing
on Value: Client Value, Employee Value, and Shareholder Value.
eTelecare needs a Implementation Partner with contact center experience, a business perspective,
eTelecare customer perspective, technical expertise, global capabilities, the right cultural fit to help drive
decisions, and experience with public company compliance.
We believe our most unique differentiator is meeting all of eTelecare’s requirements, to include in the
Human Resource Management initiative, under one “umbrella” so to speak. In addition, by remaining a
combined professional services firm, Deloitte can bring the added value of security & privacy, compliance,
change management and tax services as the Financial system comes into scope.
Table stakes, when integrated in one firm, become a differentiator:
 The eTelecare Deloitte team: An experienced, culturally similar team will be deployed that can
help make decisions quickly, develop value-add approaches to clients, shareholders and
employees, and work in the entrepreneurial environment of a fast growing company such as
eTelecare.
 Contact Center experience: Numerous Contact Center implementations and a dedicated practice
with such tools as the “Contact Center Value Map” will allow us to integrate leading practices, and
drive business value.
 Your clients are our clients: Sprint Nextel, Microsoft, American Express, AT&T - we understand
your clients and can build these experiences into developing a value-add contact center solution.
 Technical experience: Deloitte is the highest level of Partner Oracle recognizes. This together
with our broad implementation experience ensure we have the latest technical experience in
Oracle Release 12, Siebel Analytics 7.9, and the entire product suite eTelecare will deploy.
 Global experience: Deloitte has resources in over 150 countries. We have a significant presence
in the Philippines. We are where you are, and where you may be.
Building upon our integrated differentiator, Deloitte can also add value through other differentiators:
 Security, Privacy & Controls: A global, public, data driven, services company has unique data
security, privacy and compliance requirements. Alongside our Oracle teams Deloitte can deploy
resources to help eTelecare meet these requirements.
 Change Management: A key success factor in an implementation of this magnitude is the
management of change and communication. Process implemented is not success, only
processes adopted. Deloitte can deploy on the appropriate scale needed experienced resources
to help us drive to
 Tax Compliance & Reporting – Thinking ahead: As eTelecare looks to deploy Oracle Financials in
a subsequent ERP Phase, Deloitte can deploy ERP tax specialists as needed to design the
financial systems to enable to simplify tax reporting, and ensure tax compliance.
 Risk Mitigation: We feel our ability to mitigate the risk of ERP initiatives is a differentiator.
eTelecare has invested in Oracle, and to fully utilize that investment the new processes
and systems must not only deliver business value, but also the implementation cannot
exceed budget, timelines, or not be adopted by the users. These risks can negate a Oracle
investment. Deloitte’s integrated capabilities, tools & methodologies, Quality Assurance
program, as well as professional standards as a regulated Audit, Tax, and Consulting
professional services firm make us different in terms the ability to mitigate risk.

29
Ultimately the process improvement enabled by Oracle technology program eTelecare is embarking on is
about driving business value. Deloitte’s differentiators make us the partner that can help drive the most
business value and we have structured our approach with this objective in mind.

We’ve developed our approach with business value in

mind

high
• Leading Practices
• Embedded
Business Organizational
adoption
Value
• R12 leadership
Maximized
• Risk Mitigation
• Security, Data
Business Value Delivered

Privacy, &
Compliance

• HR skills
• Oracle HCM skills
• Call Center
Table Stakes Experience
• Tools / Methodology
• Global experience
• Knowledge transfer
• Ability to team
low

same Differentiators different

Copyright © 2007 Deloitte Development LLC. All rights reserved. 33

Our differentiated thought-leadership

Our thought leadership in the BI space continues to demonstrate

our eminence in the BI space and is recognized by the market. This
center of excellence will support the team by serving as the
visionaries providing insight for the development of the best BI
strategy that is actionable, feasible, and quantifiable to deliver
incremental value throughout the implementation. In addition, we
have been there — we are aware of potential pitfalls and
roadblocks and will contribute these key insights to eTelecare as
we develop a strategy and roadmap to avoid such pitfalls.

In The Dark – What Boards and Executives Don’t Know About the Health of Their
Businesses: This research paper was the result of a collaborative study between the
Deloitte U.S. Firms and The Economist Intelligence Unit. It was released in January
2005. The survey revealed a critical fault line between rhetoric and reality in the boardrooms of the
world’s leading companies. Other findings include:

 Nearly all (92 percent) companies believe their boards are responsible for monitoring both non-
financial and financial measures of performance

30
  Non-financial factors are widely regarded as extremely important drivers of success for a
company, yet they receive considerably less attention than financial data from the board and
senior managers
 IQ Matters – Senior Finance and IT Executives Seek to Boost Information Quality: This
collaborative study between CFO Research Services and Deloitte Consulting found that with the
increased focus on monitoring broad sets of measures, information quality is lacking.

See www.deloitte.com for a comprehensive list of our thought leadership publications.

In summary, our ability to meet eTelecare’s broad needs is a key differentiator. And when combined with
such capabilities as Security & Privacy, Controls and Compliance, Change Management, Tax
considerations, and Risk Mitigation make Deloitte the only firm that can comprehensively serve eTelecare
throughout the Oracle ERP lifecycle.

5.7 References
The following chart provides the names of our references and the resources proposed for eTelecare that
worked on the referenced projects. We would be happy to arrange meetings with these clients.

Company Modules Role and Level of

Address Contact Information
Name Implemented Participation
Agilent 5301 Stevens Creek Siebel Analytics Key technical
Blvd., MS 54/34 (Now known as contact, engaged
Santa Clara, CA Oracle BI), with design,
95051 Informatica ETLs, development, and
Oracle ERP 11 technical transfer.
Major N/A
Canadian
Bank
Covance 9801 Washington Siebel Analytics (now Key business
Boulevard known as Oracle BI), contact, engaged
Gaithersburg, MD Informatica ETLs with visioning,
20878 requirements
development, and
deployment
Leading N/A
Health
Insurance
Firm

31
5.8 Financial Data
Deloitte Touche Tohmatsu is a highly successful organization that provides a variety of valuable services
nationally and globally.

Deloitte Touche Tohmatsu

DTT is an organization of member firms around the world devoted to
excellence in providing professional services and advice, focused on
client service through a global strategy executed locally in nearly 150
countries. With access to the deep intellectual capital of 150,000
people worldwide, DTT delivers services in four professional areas,
audit, tax, consulting and financial advisory services, and serves more
than 80 percent of the world’s largest companies, as well as large
national enterprises, public institutions, locally important clients, and
successful, fast-growing global growth companies. DTT realized
global revenues of US$23 billion in fiscal 2006, up almost 11.5
percent from the previous year.

Deloitte U.S. Firms

The Deloitte U.S. Firms provide audit and enterprise risk services,
consulting, tax, and financial advisory services through over 30,000
people in more than 90 U.S. cities. For the fiscal year ended May
2006, the Deloitte U.S. Firms had revenue of US$8.77 billion Note:
results have not yet been compiled for fiscal year 2007.
*Includes Deloitte & Touche LLP, Deloitte Tax LLP,
Because the Deloitte U.S. Firms are privately owned partnerships, Deloitte Consulting LLP, and Deloitte Financial Advisory
Services LLP
they do not have audited financial statements nor do they file other
corporate financial information such as a 10-K. The following
consolidated financial information for the Deloitte U.S. Firms has
been made publicly available.

Deloitte & Touche USA LLP and Subsidiaries

U.S. Consolidated Financial Information: June 3, 2006
2006 2005 2004
Revenues ($millions) 8,769 7,814 6,876
Revenue Percentage
Audit and Enterprise Risk Services 45% 44% 40%
Consulting 29% 30% 30%
Tax 22% 22% 26%
Financial Advisory Services 4% 4% 4%

32
6. Project Methodology and Approach
6.1 Our Project Methodology
Enterprise Integration Methodology
Deloitte Consulting recognizes the importance of this global BI System implementation for eTelecare
Based on your RFP, our experience, and our recent conversations with members of the eTelecare
implementation team and steering committee. We have outlined a project implementation plan,
methodology and timeline which we believe will meet your requirements with utmost quality and value.
We have been engaged on numerous successful projects of a similar scope and magnitude, and we
welcome the opportunity to work with eTelecare on this engagement.
Deloitte Consulting’s methodology will be based on our established and proven Enterprise Information
Management (EIM) methodology for implementing BI and Information Delivery solutions. The EIM
Methodology is comprised of six project phases that provide a true lifecycle view of projects. This BI
implementation methodology is used to provide rigorous, results-driven execution of any information
delivery project.
The EIM methodology and toolkit includes a rich collection of deliverable templates, sample deliverables,
and accelerators which are organized by project phase and thread. These deliverables and tools provide
a framework that allow for continuous improvements to occur, even after the initial implementation is
complete. EIM combines a strong focus on business value management with a robust toolset and a
proven implementation methodology. It differs from traditional methods in three fundamental ways:
• It goes beyond project management to focus on business value
• It links business value to the system design
• It changes the definition of success
The approach we propose focuses on business issues that matter most. It links the components of the
solution (process, people, and technology) to clear and measurable business goals. The traditional
implementation approach begins with planning the implementation and ends with delivering the system. In
contrast, EIM starts with a visioning phase, which defines the value targets and ends with a post-
implementation Operate Phase. This is where the benefits are measured and continuous improvements
achieved.

1
Vision
Value

Information Environment

Information Governance & Organization

te
6 era

P la

Enterprise Information Process

2
Op

Enterprise Application Environment

Information Testing

Management Technical Infrastructure

Security & Controls

3 n
sig
De

De
liv
5

Support
er

People, Change, & Learning

4
Build
Project Management

33
Project Management
Within EIM, we have dedicated an entire thread to Project Management. The PMO will provide the project
with the necessary supervision, guidance, and monitoring to ensure its success. The PMO creates a
structure for decision making and will enforce the necessary controls and business management.

•Business case
•Risk + issue management and
tracking
Risk & Issue
•KPIs and metrics
Management
•Responsibility alignment
•Activity prioritization

Program
Change
Support,
Management & PMO
Planning &
Communications
Reporting

•Stakeholder •Governance Structure

Alignment •Change Control
•Internal/External •Standards and Compliance
Communications •Organization Chart
Products Resource •Contact List
•General Management •Vision
Facilitation •Strategy
•Scope Management
•Integrated Work Plan
•Dependency Tracking
•Reporting Templates,
•Internal and External
•Process and Schedule
Resource
Management
•Skills Portfolio
Management
•New Member On-
boarding

34
Issue and Risk Management
In our estimation, issue and risk management is one of the cornerstones of an effective Program
Management Office. Simply put, the aim of our risk/issue management plan is to take action in order to
mitigate a potential risk before it manifests or to deal with a issue effectively once it occurs.

Deloitte’s Quality, Risk, and Project Management Program (QRM) provides an integrated approach for
consistently delivering high-quality services to our clients, and is especially critical with complex system
implementations. The QRM Program provides a comprehensive toolset in each of the following three
focus areas that we believe must function in unison for Deloitte to help eTelecare create a seamless
approach while containing project risk: Quality Management (QM), Risk Management (RM) and Program
Management (PM).
By integrating these components into a single focused program, we will assist eTelecare in reducing risk
and achieving a consistent level of high-quality results.

Differentiators of our methodology

Our EIM methodology is designed to be a “best in class” project methodology and approach for BI
implementations. As such, it provides the following unique differentiators:
• Incorporated DTT Member Firms’ best thinking around our capabilities, our value-added services
and our transformation experiences in enabling Enterprise Information Management & Delivery
capabilities and implementing BI solutions
• Consolidated best practices from not only implementing BI and DW solutions across several
industries, but also from our experiences in enabling information-driven business operations,
information architecture & delivery, data management & governance, financial & customer
transformation, and change management

35
• Integrates our multidisciplinary approach, pulling from several different service areas, offerings and
capabilities including:
– Enterprise Applications – Oracle Apps & its family applications
– Strategy & Operations – Contact Center operations & strategy
– Human Capital – Change management & communications
– Information Management & Architecture
– Security & privacy, and information quality & integrity
– Enterprise Data Integration & Governance
– Global solution delivery (leveraging our offshore capabilities)

6.2 Our Toolkit & Project Accelerators

In addition to a robust project management methodology, we have developed proprietary tools and
accelerators to enable on time project delivery

Tools & Accelerators

Deloitte Consulting Change Readiness Tools - Deloitte Consulting’s

Change Readiness Tools provide diagnostics to identify behavioral
orientations, benchmark the current and desired states, and provide
recommendations on how our clients can achieve desired outcomes, and
how to plan appropriate mitigation for change management risks.

A pproac h
Our data quality approac h provides a framew ork for
Data Quality Management - Facilitate the exchange of capabilities from
building a sustainable data quality management proc ess:
Build
Program Enhance Data Quality
Data Quality
Sustainment Cycle
the consulting team to the eTelecare team and promote long-term
sustainability of the future state model to the level of performance outlined
Foundation

Data Quality Scoping & Current State Awareness and

Design Gap Analysis Build Ownership
Committee Planning Assessment

in the business case.

Implement &
Executive Identify Understand Design Perform Continuous Risk
Monitor Monitoring Assessment
Commitment DQ Business and Corrective Gap
Corrective
Leaders Data Flows Actions Analysis
Actions
Data
Data Quality Develop Perform Develop Integrity
Design Implement
Standards DQ Risk Process & implement Process and Upgrade & Group
Workplan Assessment ation plan Enhance
Organization Organization Data Analysis
& Timeline Quality
Business & IT Measurements
Architecture Ensure
Maps integration Design Implement
of DQ Sustainment Sustainment
Standards Cycle Cycle Review Quality
Measurements
Data Definitions Perform
Data
Analysis
Implementation
Strategy & Perform
Rollout Plan Root Cause
Analysis

Change
Management

1 © Copyright 2003, Deloitte & Touche LLP. Proprietary & Confidenti al, All Rights Reserved.

IndustryPrint - The value of IndustryPrint is that it helps accelerate the BI

project – no longer is it necessary to start design sessions with a blank
sheet of paper. IndustryPrints are enterprise-wide business process
models that reflect leading practices for key processes in a given industry
segment, including technology and telecommunications. The processes
are depicted in three or more levels of detail with decomposition and flow
diagrams. The processes are mapped to enterprise software packages,
including Oracle, to assist in establishing information needs.

Role/Position Mapping Tools - We leverage a user analysis database to

assess the roles defined through business process design and determine
who in the organization requires what type and level of training. The
database allows us to track complex job role mapping and then links to the
training tool that builds the first set of training curriculums for each user, as
well as helps to define communication needs based on job impacts.

36
 Tools & Accelerators

BI Data Governance Model - A Governance Organization Model is

needed to effectively manage multiple constituents, their objectives, needs,
and expertise. We will work with the eTelecare stakeholders to design the
appropriate operating model to drive an effective data governance
program. We will determine the appropriate distribution between federated
and centralized approaches by each identified functional process.
Deloitte Consulting Heart of Change Framework
Implementing
and sustaining
Change Management Framework – Deloitte Consulting’s change
management framework identifies three distinct stages that reflect an
the change 8. Make it Stick – sustainment

7. Don’t Let Up – leverage momentum

organization’s progression through the change process. Each of these

Engaging
and enabling
the whole 6. Create Short-Term Wins – initial phase/launch
organization

5. Enable Action – confront resistance, bust barriers, ready for launch

Creating a
4. Communicate for Buy-In – continuous dialogue and enrollment of stakeholders
stages provides an integrated set of activities to guide the project team in
developing the project change strategy and plan.
Climate for 3. Get the Vision Right – a compelling, motivating picture of the future
change

2. Build Guiding Teams – engage the right people, set clear team goals, climate of trust and commitment

1. Increase Urgency – build the case, rational and emotional buy-in, clarify leadership involvement

Enterprise Value Map™ - A unique framework that draws practical links

between shareholder, employee and client value and potential
improvement actions with regard to Oracle BI. Congruent with the
dimensions of shareholder value, the map is organized primarily to
highlight value in terms of income statement and balance sheet categories.
Together with the map’s outline of strategic and tactical capability we have
a value map that can link to what the market expects and thus affect stock
price and shareholder value. This framework has been enhanced by linking
information management to opportunities for improving shareholder value.

The Customer Cont@ct Center method is a structured, experienced-

Plan and
Design Build Deliver Operate
Analyze

based, accelerated project implementation method that takes a

Technology Develop Data Technical Build Data Migration
Assess Data Migration Migrate Data
Specifications Programs

Assess Technical Develop Technical Test Technical

Infrastructure Infrastructure Test Plan Infrastructure
Define Technical
Infrastructure
Requirements

Define Conceptual
Design Technical
Architecture

Build Technical Environments

Deliver Technical
comprehensive approach to all phases of a contact center development
project. It focuses on the strategic and tactical areas that must be
Architecture Environments

Plan Software Develop Software Build Software Deliver Software Monitor Software
Development Technical
Development Specifications Application Application Application

addressed to maximize the customer’s return on investment, minimize

Configure Telephony
Application

Develop System Test

Test System
Plan

business risk, and enable a successful implementation.

Define EAI Technical Define EAI Technical
Build EAI Interfaces Deliver EAI Interfaces
Requirements Architecture

Assess Support Design Support Develop Support Implement Support

Organization Organization Organization Organization

37
38
7. Project Scope and Approach
7.1 Overview
Deloitte’s project approach begins with a “Vision and Discovery” phase, which consists of a thorough
analysis of the “As Is” information architecture, data sources and business processes. Its goal is to
develop a vision and road-map for the remainder of the project. This exercise will drive an end state vision
of the enterprise information architecture that spans across various business functions like CRM, Contact
Center, HR and Finance with its primary goal to deliver Client Value, Employee Value and Shareholder
Value.

After our initial assessment of the requirements and our discussion with eTelecare leadership, we believe
the BI program should be deployed in multiple (3 -4) releases, each having a primary business area as its
focus:

 The first release will enable Contact Center Analytics, which would focus on enabling Contact
Center KPIs for 1-2 eTelecare clients. This release would also concentrate on building a data
model foundation for future functionalities and enabling basic HR performance metrics.

 A second release will focus on enabling HR Analytics. It will build on functionality created in the
operational HR implementation which was being built concurrently with the Contact Center
Analytics deployment. Some of the data model elements around compliance and quality which
have been created during the first release will also be enabled. We envision 6 – 7 clients getting
enabled. Functionality deployed would be cumulative.

 The third release would follow the deployment of Oracle Finance and handle the BI reporting
needs of that application. There would more than likely also be enhancements to the Analytics
and the Contact Center deployments. At this point, all remaining eTelecare clients would be
enabled with BI. Functionality from the first and second releases would be in this release.

 There is a potential for a fourth, CRM based BI deployment, but at this point no concrete plans
have been set for the operational deployment of CRM

The aforementioned approach will be described in the following sections.

39
7.2 Scope and Objective
The project is primarily driven by eTelecare’s key requirement to turn business strategy into quantifiable
indicators and provide timely, accurate and actionable information to key decision makers. The
effectiveness of business strategy is measured across three key result areas, Client Value, Employee
Value and Shareholder Value. These areas are measured by a predetermined set of KPIs. Following is a
representative of the primary scope drivers of this program.

Scope Drivers

Client Value Employee Value

40 60 40 60

Customer Satisfaction Attrition

Service Levels Absenteeism
20 Sales Effectiveness
Call Compliance
80 20 Recruiting Metrics
Headcount
80
Etc. Etc.

0 100 0 100
40 60

Revenue & Costs

Seat, Support Ratio
20 Gross Margin
Revenue, Cost / Seat 80
Etc.

0 100

Shareholder Value

7.3 Proposed Solution Framework

Deloitte Consulting developed a solution framework which represents the vision of the end state
enterprise information architecture that spans across four primary business functions in eTelecare’s value
chain. This solution framework enables critical analytics capabilities in Contact Center, Human Resources
and Financial, and CRM. The framework depicts a “vision” of what eTelecare’s future state information
capability can look like as it move forward and achieves its “end-state”.

Specific capabilities or analytical applications that the architecture will support are depicted within the
following capability map. It is this functionality and supporting business processes that must be
considered in developing an implementation roadmap.

40
 End State Capability Map for the eTelecare Solution

CRM Contact Center

Client 1 Campaign Average Handle/Hold Time Abandonment Rate
Lead Availability Agent Utilization
Client 2
Customer Sale Queue Seats Peak
Client 3 Disposition Revenue IVR Data
- List / Segment Schedule Adherence Time and Attendance Data
-

Penetration Call Quality Compliance Sales Compliance

Client n
Revenue QA Score Time and Attendance Data

HR Financials
Headcount General Ledger

Time and Attendance AP, AR

Attrition / Transfer Revenue, SG&A

Direct Labor Cost Tax, Payment

Recruiting CAPEX

Benefits OPEX

Training / Skills Assets

The following key business areas would be the foundation for the proposed integrated enterprise
information architecture:

 Customer Relationship Management - Build and deploy information architecture to analyze

KPIs and performance by clients and client programs as analytical dimensions in the BI solution.
This infrastructure and organization will enhance customer satisfaction, improve performance,
enhance enterprise visibility into customer centric operational metrics and help increase revenue.
 Contact Center - Operations Management - Effective Contact Center operations will drive down
cost and improve customer satisfaction. The contact center reporting environment will provide the
ability to conduct root cause analysis and service level measurement, optimization of contact
center usage, outgoing/incoming call analysis, and network cost allocation, and network element
utilization.
 HR - Workforce Management - Workforce productivity, work allocation, skills & competency
management, customer focus, employee turnover and performance & incentives management
are key to overall service delivery effectiveness for contact center operations. The HR intelligence
and reporting for overall workforce management using data sourced from Contact Center
operations databases and HR systems will help provide visibility into cross-location resource
management.
 HR - Risk & Quality Management - Build and deploy risk management KPIs, metrics and
supporting technology infrastructure designed to provide meaningful analysis and support for the
identification of revenue impacting issues related to fraud, operational issues, and revenue
leakage. With the real-time architecture, whenever a customer contacts eTelecare by phone or
via the Web, the real-time architecture can correlate customer call histories with customer
account information residing in the data stores. That information is then matched with profiles

41
 developed by data mining modules to predict whether a risk issues is likely, and to suggest
alternatives that might mitigate the risk.
 Financial Planning and Budgeting - Build and deploy budget and planning analytics
requirements and supporting technology infrastructure to effectively plan, monitor, and manage
eTelecare’s contact center financial objectives and provide the capability to adapt to changing
business conditions in a timely and orderly manner, and provide meaningful insight to allow
eTelecare to make appropriate decisions with regard to capital investments.

Benefits of Future Vision

The benefits provided by this future vision include:
 Insight into key operational indicators providing Senior Management with better understanding of
performance from both organizational and customer perspective. This enables more informed
business planning and investment decision making.
 Ability for the contact center organization to conduct data analysis with less manual data collection
and reconciliation
 Increased insight into customer and operator behavior and trending through collection, archival, and
distribution of detailed contact center data
 Transformation of disparate contact center data from multiple sources into meaningful, actionable
information
 Provision of an integrated, scalable information integration and delivery architecture - enabling rapid
expansion and enhancements of reporting capabilities
 Availability of historical data to enable increasingly sophisticated trending and modeling to more
effectively predict future contact center behavior
 Robust access to historical data to enable contact centers to better fulfill customer requests and
improve customer satisfaction
 Single version of truth for key information and data with centralized tools and governance
mechanism, with personalization applied to information delivery to enable real time as well as
management decision making

7.4 Approach
As part of the recommended approach, the capability map (Sect. 7.2) served as a guide to identify the
business critical KPIs from the business perspective and enabling them in three separate phases. The
multi-phased approach depicted here goes one step further and overlays a timeline and assigns a release
schedule.

42
 eTelecare BI Release Schedule
Release 1 Release 2 Release 3
4 weeks 24 weeks 20 weeks ?? weeks

Vision Call Center Analytics HR Analytics Financial Analytics

Plan & Plan & Design Plan &

Design Build Deliver Build Deliver Design Build Deliver
Analyze Analyze Analyze
• Application
Strategy
• Data Source • Contact Center Analytics • HR Analytics • Financial Analytics
Analysis • Call Center Metrics for HR • Contact Center Enhancements • Contact Center and HR
• BI Roadmap Performance • 5-6 Contact center clients Enhancements
• Objective • 1-2 Call center clients • All conforming dimensions with • Remaining Contact center clients
Definition by • All conforming dimensions with finance • All conforming dimensions with
phase HR CRM

PROGRAM Governance, Work plan, Coordination, I ssue Management, Financials,

MANAGEMENT Communications, Quality and Change Control

PEOPLE Change Management, Training, and Communications

Requirements Gathering and Validation, Functional Design, Data Governance,

PROCESS
Testing, Deployment, Pilot Planning, Support and Execution
Application
BI Application Technical Design and Development
Metadata
Data Modeling, DW Design, Data Cleansing, Extraction, Transformation and
DATA
Loading

I NFRASTRUCTURE Hardware Sizing, Environment Setup and Management

All the releases will be managed as per Deloitte’s project management methodology which breaks down
the project into multiple work-streams e.g. Program Management, People, Process, Application, Data and
Infrastructure.

43
RELEASE 1 PROJECT SCOPE

CRM Call Center

Client 1 Campaign Average Handle/Hold Time Abandonment Rate
Lead Availability Agent Utilization
Client 2
Customer Sale Queue Seats Peak
Client 3 Disposition Revenue IVR Data
- List / Segment Schedule Adherence Time and Attendance Data
-

Penetration Call Quality Compliance Sales Compliance

Client n
Revenue QA Score Time and Attendance Data

HR Financials
Release Scope Headcount General Ledger

Time and Attendance AP, AR

- Contact Center Analytics
Attrition / Transfer Revenue, SG&A
- Call Center Metrics for HR Performance
- 1-2 Call center clients Direct Labor Cost Tax, Payment

- All conforming dimensions with HR Recruiting CAPEX

Benefits OPEX

Training / Skills Assets

For Release 1, the Deloitte team intends to focus primarily on contact center data management.
Specifically, CRM information, call performance, and workforce management data will be collected and
loaded into the data warehouse. The data warehouse will contain data schema configured for contact
center analytics and human resource management. Data outputs will be generated in the form of ad hoc
report files or web-based real time dashboards.
The project team intends to use Release 1 to optimize the customized analytics environment built for
eTelecare. Deployment will be small and focused on 1 to 2 clients. Specifically, the following data inputs
will be loaded.
 Workforce Management System Data
o Data Inputs: Agent ID, Location ID, Agent Utilization, Revenue, Time and Attendance
Data (converted a single time zone)
 Telephony Switch Data
o Systems: Avaya
o Data Inputs: CMS Data, WFM Data, QM Data
The data warehouse will contain Contact Center, CRM, and HR data schemas. However, only the
Contact Center and CRM data will be loaded during Phase 1. HR data will be loaded when Oracle HR is
implemented.

44
RELEASE 2 PROJECT SCOPE

CRM Contact Center

Client 1 Campaign Average Handle/Hold Time Abandonment Rate
Lead Availability Agent Utilization
Client 2
Customer Sale Queue Seats Peak
Client 3 Disposition Revenue IVR Data
- List / Segment Schedule Adherence Time and Attendance Data
-

Penetration Call Quality Compliance Sales Compliance

Client n
Revenue QA Score Time and Attendance Data

HR Financials
Release Scope Headcount General Ledger

Time and Attendance AP, AR

- HR Analytics
Attrition / Transfer Revenue, SG&A
- Contact Center Enhancements
- 5-6 Contact center clients Direct Labor Cost Tax, Payment

- All conforming dimensions with finance Recruiting CAPEX

Benefits OPEX

Training / Skills Assets

For Release 2, the Deloitte team intends to focus primarily on human resource analytics and contact
center analytics enhancements. Release 2 will follow the deployment of Oracle HRMS. Specifically, using
schema built in Release 1, human resources master data management information will be loaded into the
data warehouse. In the same time, data model will be designed for financial reporting. Data outputs will
be generated in the form of ad hoc report files or web-based real time dashboards.
eTelecare will bring in additional six to seven clients on the system, expanding the functionality provided
in release 1 to 1-2 clients.
Specifically, the following data inputs will be loaded.
 Human Resources Master Data Management
o Systems: Oracle HRMS
o Data Inputs: Headcount, Attrition / Transfer, Labor Costs, Recruiting, Benefits,
Training / Skills
The data warehouse will contain Contact Center, CRM, HR, and Finance data schemas. However, only
the Contact Center, CRM, and HR data will be loaded during Release 2. Finance data will be loaded
when Oracle Finance is implemented.

45
RELEASE 3 PROJECT SCOPE

CRM Contact Center

Client 1 Campaign Average Handle/Hold Time Abandonment Rate
Lead Availability Agent Utilization
Client 2
Customer Sale Queue Seats Peak
Client 3 Disposition Revenue IVR Data
- List / Segment Schedule Adherence Time and Attendance Data
-

Penetration Call Quality Compliance Sales Compliance

Client n
Revenue QA Score Time and Attendance Data

HR Financials
Release Scope Headcount General Ledger

Time and Attendance AP, AR

- Financial Analytics
Attrition / Transfer Revenue, SG&A
- Contact Center and HR Enhancements
- Remaining Contact center clients Direct Labor Cost Tax, Payment

- All conforming dimensions with CRM Recruiting CAPEX

Benefits OPEX

Training / Skills Assets

For Release 3, the Deloitte team intends to focus primarily on finance analytics and whole customer base
deployment of contact center and HR analytics. Release 3 will be implemented in conjunction with the
deployment of Oracle Financials. Specifically, using schema built in Release 2, financial KPIs and metrics
information will be loaded into the data warehouse. In the same time, data schema for CRM analytics will
be configured and standardized. Data outputs will be generated in the form of ad hoc report files or web-
based real time dashboards.
eTelecare will deploy the Business Intelligence solution to their entire client base.
Specifically, the following data inputs will be loaded.
 Financial Data
o Systems: Oracle Financials
o Data Inputs: General Ledger, AP/AR, Revenue, SG&A costs, Tax, Payment, Capital
Expenses, Operating Expenses, and Assets.
The data warehouse will contain Contact Center, CRM, HR, and Finance data schemas at the conclusion
of Release 3.

46
7.5 Timelines, Milestones and Deliverables
Each of the above release will be managed as per Deloitte’s project management methodology described
earlier. Each release will be accomplished by a set of activities defined below across multiple delivery
threads like Project Management, People, Process and Technology. The following represents a detailed
breakdown of tasks, activities and timelines within each of these threads in release 1. Deloitte consulting
will develop a detailed Microsoft Project plan document as a deliverable at the beginning of each release.
This detailed project plan will provide the ability to track tasks, resources and schedules through the
project life-cycle.

Planning I mplementation
Week Week Week Week Week Week Week Week
1 4 8 12 16 20 24 28

Plan & Deliver &

Vision Design Build
Operate
Analyze
On-going project progress tracking, reporting, risk mitigation, quality management etc.
Project Kick-off
Phase 2 Technical Test
Management Project Planning
Project Plan Design
Build
Go Live

Plan Stakeholder Alignment, Execute Stakeholder Alignment, Communications & Change Readiness Plan
Communications, Change Readiness and
Training Develop Training Training Materials
People Scripts Train
UAT End User
T-T-T Training

Deployment & Stabilization Support

Process Deployment Strategy & Plan Deployment Plan
Validation
Systems & I ntegration
Requirements Testing
Detailed Requirement
Process Validation
UAT
Certified
Functional Design Application
Functional Design
Test Strategy, Scripts Cut- Go Live
& Data Test Scripts & Data Over

LOE
Functional
BI LOE
Design
Application Logical Data Model Design Preliminary User Review
Analytics Technical Design Analytics Design
Technology

Analytics Build and Unit Test Test Support and Fixes

Data Source and Data ETL Strategy

Quality Analysis
Data & Physical Data Model Design
ETL ETL Technical Design ETL Technical Design
ETL Build and Unit Test Mock Load
Cut-
Test Support and Fixes over

Systems &
Sandbox Development I ntegration Production
Infrastructure Ready Ready
Off-Shore VPN Sizing
Link Setup Sizing Review Training UAT
Recommendation

Application
Milestone/ Major Environment
Process People Technology Milestone
Deliverables Availability

A typical project release is comprised of sequential phases, Planning, Analysis, Design, Build, Test,
Deploy and Stabilize. Deloitte Consulting will prepare a pre-determined set of deliverables for each phase
of the project life cycle. The deliverables for each phase are described in the following table.

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Project Deliverables by Stage
Planning & Analysis
Detailed Project Plan Deloitte and eTelecare Project Managers will develop a detailed project plan in
Microsoft Project providing the steps necessary to complete a release. This
project plan will be based on Deloitte's business intelligence methodology.
Requirements In order to identify the scope for release 1, Deloitte and eTelecare teams will
Traceability Matrix analyze, validate and prioritize the business requirements. These in-scope
requirements will be documented in Requirements Traceability Matrix.
Infrastructure Deloitte and eTelecare teams will review the functional requirements, user
Requirements demographics and expected data loads to document hardware and
infrastructure sizing requirements.
Sand Box The project team will setup a sand box environment with Oracle BI OOB
Environment application installed on it, to provide the team with an easy access to a live
environment during the analysis and design stage
Development Development environments will be available by the end of Analyze phase.
Environment
Offshore Connectivity Project team will consist of offshore resources, provided with connectivity to
Link eTelecare’s network via some form of VPN link. Offshore link will be identified
and setup during this phase of the project.
Functional Design Project team will provide detailed functional design documents including
Documents Oracle Answers functional design, dashboards functional design, Alerts
functional design and ETL functional design.
Sizing Project team will provide sizing requirements to Oracle Expert Services and
Recommendations obtain a detailed sizing recommendation for the production environment.
Design
Technical Design BI, Application and Data teams will develop detailed technical design
Documents specifications and deliver Metadata technical design, dashboards technical
design, answers technical design and ETL technical design documents.
Test Scripts and Test Detailed test scripts for Systems and Integration testing and UAT will be
Data developed and delivered to testers by the end of Design phase.
Training Plan A detailed training plan will be delivered which will outline the training
requirements and plan for delivering training to Trainers and end users.
Build
Core BI Application Core BI application with required Subject Areas, physical layer, unit tested and
ready for migration into the System and Integration environment.
Contact Center Configured canned reports, Contact Center dashboards and required alerts,
Dashboards unit tested and ready to migrate into the Systems and Integration testing
environment.
User Review Application and dashboards ready for Preliminary user review.
Training Documents Detailed training documents will be developed and delivered by the end of
build phase.
Testing Environments Systems and Integration, UAT and if required, performance testing
environments will be available.
Training Environments Training environment will be available by the end of build phase.
Test
Deployment Strategy A detailed deployment strategy will be developed to outline the deployment
and plan timelines, roles and environment availability.
User Acceptance Test This deliverable will include the user acceptance test plan, user acceptance
Results case scenarios and user acceptance test results. All reports in scope for Phase
2 will be tested by eTelecare users.

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Certified Application Users will sign off on all Dashboards, reports and applications and endorse it
ready for deployment.
User Acceptance Test This deliverable will include the user acceptance test plan, user acceptance
Results case scenarios and user acceptance test results. All reports in scope for Phase
2 will be tested by eTelecare users.
Deploy Business Intelligence Environment
Production Ready eTelecare will sign off that the production environment and data have been
Data & End successfully migrated and tested and is ready for Go-Live.
User/Analysis Tool
Trained Users eTelecare will sign off that all applicable business and IT users have been
successfully trained on both the tools and the data for Phase 2.

49
7.6 Technical Architecture
The solution framework defined in the previous sections will be supported by an underlying technical
architecture featuring the Oracle BI suite of products. An enterprise BI solution built around the Oracle BI
platform will incorporate Oracle DW, a BI and Data mining engine, Dashboards and Alerts, an easy to use
ad hoc reports generation tool Answers and Publisher and an underlying data integration layer to source
and load data from various data sources. Different components of this technical architecture are
described on the following page.
BI Solution Architecture

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BI Architecture Components

Authentication Layer – The layer validates and authenticates user access to eTelecare’s BI Solution. This
layer could be an enterprise standard authentication mechanism like Microsoft Active Directory, LDAP or
any external database authentication mechanism. Deloitte will review the current authentication process
at eTelecare and recommend appropriate solution based on requirements.

Oracle BI Presentation Service – This part of the architecture contains all of OBIEE front-end BI tools and
communication components. Users interact with easy to use subject areas to perform ad-hoc analysis
using Oracle Answers. Role based interactive dashboards allow consolidated information presentation to
various user groups. Oracle Delivers notifies users of exceptional Business Events via a preferred method
of contact such as email, SMS, dashboard alert and more. Because of the 100% web-based and
standards based architecture (SOAP) of the OBI presentation layer, it is very easy to integrate the OBI
Presentation Services with a web based application like Siebel CRM or EBS.

Oracle Publisher – This is a tool for development, customization and maintenance of business documents
and reports. This tool will be used to create canned reports that can be scheduled to run at pre
determined intervals (Daily/Weekly/Monthly) and automatically distributed to end-users. Oracle Publisher
provides format-independent (XML) data/report acquisition and storage. It is able to serve data/reports
through the EIP to systems or end users for rendering and presentation.

Oracle BI Server – Oracle BI server is the core of its BI architecture which is responsible for processing
the business logic and optimize query generation for the database server. The BI server provides the
common business model and abstraction layer for the analytics applications. Oracle BI server supports
access to multiple data sources, including relational databases (Oracle, SQL Server, and so on), OLAP
sources (Analysis Services, Oracle OLAP) and offline sources (Excel, XML, and so on), among others. BI
Delivers Engine provides functionality to monitor and analyze real-time business processes and technical
events, and generate alerts and dashboard reports to enable timely decision-making.

Oracle-Siebel Data Warehouse – The data warehouse will contain centralized, detailed data designed to
support the enterprise. The data warehouse will store aggregated historical data from multiple operational
sources and databases. Physical Stars will be modeled and populate for various subject areas. These
stars will be designed and implemented based on user analytics requirements.

Data Integration and Transformation – This part of the architecture supports the access and integration of
data from legacy systems and proprietary databases, translating data fields into relevant and compatible
data components.
· Data Extraction: Process of extracting source system Data to be loaded into Data
Warehouse. This can be accomplished by using Informatica ETL tool.
· Data Cleansing/ Standardization: Ensures that source information is consistent across the
organization by mastering a single identifier for each entity. Creates a common set of
standardized code values, reference tables, and eTelecare’s organization structure and
hierarchy.
· Transformation, Loading (ETL) Engine: Integrates, transforms, and loads data into the data
warehouse based upon pre-defined business and transformation rules.

 Operational Systems – Store and maintain operational system data such as Agent info, Call Details,
Employee Attendance, QA scores, CSAT and HR Data.(e.g., Avaya CMS, Stratasoft, Hyperion,
Prime, Aspect eWFM, Oracle, etc.).

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7.7 Infrastructure
Environments

Project activities throughout the project life cycle will be supported by a set of physical environments.
Availability of these environments as per the requirements in each phase will be critical for timely
completion of the project phase. eTelecare’s BI project will require following set of environments to
support the project activities.

Deploy Business Intelligence Environment

Sandbox Development Isolated environment to develop Proof Of Concept and carry out
technical research.
Application Development Development environment for configuring, customizing and unit-
testing the applications; Oracle BI, Informatica
System Integration Test Testing of application functionality and integration with
interfacing systems, to ensure that functional and system
requirements are met
User Acceptance Test Testing of typical business scenarios by the business team and
a subset of end-users of the system. The testing exercises
particular operating conditions of the user environment
Training Training for end users of the system
Production Deploying the certified application in production for end users to
begin using the system.

Hardware & Sizing

Dev and Test

We believe that the hardware sizing documented in the RFP for Dev/Test environments will be sufficient
for the scope of release 1 and will meet the requirement of Development, System Integration testing and
UAT environments. However, the project requires a parallel infrastructure to support a Sandbox and
Training environment which should be of the similar sizing specifications. Based on the scope information
available at this time, we also believe that a separate environment for performance testing will not be
required. This will again be validated during the Planning phase of the project.
Production
BI application production instances are usually read-intensive systems. The capacity planning for such
systems is approached from two separate perspectives.
Data Processing Capacity: Requires consideration of data processing workload, which needs to be
finished within a certain timeframe. There are various components which influence this type of capacity
requirements e.g. frequency of data loads, source data volume, number of data sources, complexity of
transformation, physical location of data sources (WAN vs. LAN) etc.
Query Processing Capacity: Requires consideration of analytical processing or reports processing
which is usually an ongoing load on the BI engine. This is usually measured in terms of Query per hour.
Query processing capacity requirement is influenced by various factors like the number of users, type of
users (Ad-Hoc Vs Dashboard users), physical location of users (WAN vs. LAN), complexity of
calculations, aggregations etc.
It requires a thorough analysis of the above factors in the actual production environment in order to
determine the production hardware capacity requirements. Deloitte will work with eTelecare to gather and
analyze these factors during the planning phase, and recommend a sizing review with the Oracle Expert
Services.

52
Based on our experience on previous projects, we feel that the proposed production environment sizing
as documented in the RFP is sufficient for the first release of the project which includes call center
analytics for 1-2 clients. Data processing capacity (ETL Server Sizing) will be sufficient for up to 4
separate data sources, moderate data loads (1000,000 initial records with 10% yearly increments) and a
daily refresh cycle. Query processing capacity (BI and Presentation server size) will be sufficient for upto
25 heavy, 125 medium and 1500 light users. We assume that the application will contain 3-4 subject
areas of medium complexity.
Deloitte will work with eTelecare to validate these assumptions during the planning phase and also
identify all the variables for future releases and make appropriate production hardware recommendations.

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8. Post Implementation Support
8.1 Deployment Stabilization Support
Deloitte Consulting will provide one week of post-deployment stabilization as part of the project. During
this support/transition period, Deloitte Consulting will provide resolution support for all functionality,
integration, and performance issues as covered by the project scope and system requirements. All
resolution will include proper documentation as part of the transition.

Response time
During the deployment stabilization period response time to issue will be governed by the business
criticality of the discovered issue. Thereafter the process is similar to that offered during the testing
phases. Critical defects will be fixed and deployed immediately; less critical fixes will be aggregated into a
stabilization release.

Number of part-time and full-time staff

The Deloitte Consulting project team will be dedicated to the eTelecare project on a full time basis for 1
week after the mutually agreed upon cutover date for post-production monitoring and issues resolution.

Helpdesk
eTelecare and Deloitte Consulting will set up a mutually agreed upon hotline to resolve function, usage,
and performance issues for 1 week after the cutover date. The hotline will provide eTelecare system
users with rapid access to the on-site Deloitte team.

8.2 Long Term Support Option

Deloitte Consulting can assist eTelecare with the support past the 1 week of post-deployment stabilization
that is offered. This support can take the guise of continued stabilization, development support, change
management, and technical monitoring assistance. This extended support option makes sense. It
• Allows a transition from post-deployment stabilization to long-term support utilizes the same
resources
• Merges Deloitte’s onshore with offshore resources and places them into the existing eTelecare
support framework on an as-required basis
• Buys time by utilizing Deloitte resources, allowing eTelecare more time to onboard and ramp up
its own support staff and then facilitates extended knowledge transfer
• Supports speedy issue resolution, since the team that built the system will be in the best position
to troubleshoot issues and bring them to a timely resolution

54
Support Staffing
The goal of Deloitte’s Long-Term Support option is to ramp down the stabilization team to a support
staffing level as the application stabilizes, and then support the application until eTelecare is able to
assume support duties. This process can take weeks, months or longer. In addition, emerging
enhancements can be completed by a pool of experienced resources as required.
Support Staffing By Phase

Go-Live

End of 1 Week
Support
Staffing Level

Transition Transition to
to Support eTelecare

Stabilization Phase Support Phase

Time
A support team would likely be staffed by a mix of on-site and offshore resources. The mix would depend
on eTelecare’s needs such as level of support coverage, type of support (development, functional, report
writing, etc…).

8.3 Knowledge Transfer

Deloitte Consulting is committed to transfer all relevant system maintenance and performance
optimization information to the eTelecare team. Details will be covered in Section 9.

55
9. Training
Deloitte Consulting understands the challenges that eTelecare will face with the implementation of its BI
system. Effective end-user, administrative, and technical documentation, and training of resources will be
key to eTelecare’s success. Our comprehensive EVD methodology and deliverables as described in this
proposal will provide the key components necessary to achieve successful training and knowledge
transfer.
Based on projected usage profiles, we have identified three groups of users. They are listed below.
 End Users: Responsible for reviewing the data outputs and making appropriate management
decisions.
 Project Team Members: Responsible for designing and validating data outputs for the end
users. Assist end user training, and manage work instructions and train materials during
implementation.
 Technical Team Members: Responsible for maintaining and optimizing system functionality and
performance.
Our business intelligence implementation experience suggests that each user subgroup requires a
training program tailored to their needs. We will work with the eTelecare team to design the appropriate
training strategy and materials to ensure their usage readiness. Following sections describe the proposed
training protocols and how they fit with project implementation cycle.

9.1 End User Training

End User Training will focus on basic navigation and data interpretation. A combination of Deloitte team
members, eTelecare technical staff, and eTelecare business users will implement the training program.
Specifically, the training program will consist of the following steps.
Activity Responsible Party Deliverable Completion Timing
System Documentation Deloitte Project Team Complete set of system End of Development
requirements documents Phase
Work Instructions eTelecare Super Users / End-User centric End of Testing
Deloitte Project Team instructional manual Phase
Training Material eTelecare Super Users / Materials designed to Middle of Testing
Deloitte Project Team provide basic knowledge Phase
to end-users

The goal is to provide end users with live training sessions with knowledgeable instructors, training
material for reference, and work instruction to follow. In addition, using a “Train-the-Trainer” approach,
end users will have ample basic usage support immediately after system deployment.

9.2 Project Team Knowledge Transfer

Deloitte Consulting considers knowledge transfer a critical component of any technology-enabled
business process transformation project. We approach knowledge transfer as a collaborative process by
which key knowledge is transferred from consultants to project team members and then throughout the
eTelecare end user community.

56
Our BI methodology focuses on a mechanism for knowledge transfer for containing cost and building
capability within the project. This will help eTelecare achieve self-sufficiency for ongoing change initiatives
involving the maintenance and upkeep of the new system, while reducing dependence on consultants. A
carefully defined and structured knowledge transfer process is essential for the eTelecare project team to:
• Sustain the progress made and help realize operational efficiencies.
• Replace Deloitte Consulting resources with eTelecare resources. These resources will function as
an internal consulting organization after go-live
• Possess the capabilities and confidence to sustain the business transformation during
implementation and post go-live
• Lead subsequent change efforts faster and more efficiently
• Minimize project risk by being positioned to take complete ownership of the system
We can leverage tools from our methodology to support the knowledge transfer process in the following
ways:
• Determine the required capabilities of the project team
• Develop a knowledge transfer plan to show the initiatives that will be performed to close the gap
between current skills and needed skills
• Set knowledge transfer milestone dates and performance metrics, and introduce sign-off
Early in the project, we can create a customized knowledge transfer strategy and toolset. This provides a
structured, visible approach for project team members to develop key skills, abilities, and knowledge in
their areas of focus, progressing from beginner to subject matter expert.
Knowledge transfer is an ongoing process that occurs during and after the system go-live. Deloitte
Consulting’s approach will allow adaptation of the knowledge transfer program for success post go-live so
that eTelecare team members can transfer knowledge to new employees as needed.

57
Capability transfer process is an integral component of all our engagements and is achieved through joint

Establish Transformation Imperative and Vision and Target Phases

Create the Identify Barriers to and Prepare

Capability Transfer Learning Imperative Enablers of Project Team
Foundation Capability Transfer

Tailored capability Understanding of Ground rules, work

transfer agreement barriers and plan, and budget
Leaders aligned in commitment to support capability
support of capability actions in order to transfer
transfer process address barriers Project team
&organization own

Perform Capability Determine Project Create Capability

Transfer Gap Analysis Performance Transfer Plans at
Capability Transfer Measurements Individual Level
Program
Prioritized list of Indicators that Roadmap and tools to
knowledge, skills, and monitor project accomplish capability
abilities to acquire and progress and success transfer by individual
transfer

Monitor Progress and Wrap-up Project; Cascade Learning

Capture Learnings Review and Improve into Organization
Transfer Capabilities/ Capability Transfer
Continuous Process
Learning
Continual adjustments Improvements Plan to leverage
made to accomplish identified from project capability
capability transfer experiences in Phases transfer approach to
goals I & II organization
Reduction in On-going monitoring
consultants

ownership and accountability between Deloitte Consulting and eTelecare team members.

9.3 Technical Team Knowledge Transfer

Deloitte Consulting is committed to empower the eTelecare technical team the ability to maintain the BI
system over the long run. We expect eTelecare technical staff members to be equipped with extensive
knowledge at the end of implementation. The production support staff as described below assumes that
eTelecare will host the Oracle solution in-house, but can be readily adjusted to meet the needs of an
externally hosted solution as well. This team will be responsible for ongoing system maintenance and
support, and will consist of:
• Database management staff
• Systems management staff
• System engineers and infrastructure staff
The extent of knowledge transfer will depend on the eTelecare and System Integration roles in
development, infrastructure and other technical areas during the implementation.
To support the successful transition and management of the BI system post-implementation, Deloitte
Consulting will provide technical knowledge transfer to eTelecare’s technical staff. We understand that
this staff might consist of employees from the United States and Philippines.

58
The knowledge transfer will take place primarily during the course of the implementation and will occur
primarily as on-the-job via small groups (and in some cases, one-on-one) between the consultants and
eTelecare technical staff. It is also expected that eTelecare technical staff managing the system will
attend the relevant training courses for their area of responsibility prior to engaging their role on the
project team.
It is critical for eTelecare’s technical staff that will maintain the post-implementation system to have the
required knowledge and skill set. The following requirements can be used as a guide to help identify
appropriate technical support staff:
• Functional and technical knowledge of the system across all modules implemented
• Understanding of current eTelecare systems and interfaces to the system
• Applications database administration
As part of the technical knowledge transfer plan, both eTelecare and Deloitte Consulting project team
members will agree upon and document the skills to be transferred. It is the responsibility of the individual
team members to maintain timely and accurate project documentation through the duration of the project
since project documentation will be leveraged to facilitate knowledge transfer. The following project
documentation can be used to support the training of technical staff:
• Application architecture and instance plan
• Business process design
• Functional and technical specifications
• Configuration documentation and configured system
• Unit test plan, scripts, and results
• Production infrastructure design
• Security profiles
• Interface and conversion controls
Deloitte Consulting expects eTelecare technical staff to receive on-the-job training by shadowing the
consulting staff at the unit and integration test process through the cutover activities to go-live. At the
point of transitioning into post-implementation support, Deloitte Consulting assumes and expects the
eTelecare technical support team to be part of the post-implementation support team.

59
10.Pricing Breakdown
10.1 Estimated Fees
Estimated fees for the scope of work provided herein are provided below. We have created a Time and
Materials fee estimate as well as a Fixed Fee estimate.
Fees for consulting services are based on a 45-hour work week. Travel and living expenses will be billed
as actuals, and are estimated at 15% of consulting fees for US-based personnel, and a significantly lower
expense component for offshore personnel.
Expenses for potential overseas travel has not been estimated as it falls outside of the of the 15% norm
and varies by country traveled to.
Deloitte Consulting has also only estimated the first implementation release of the project. Additional
validation and requirements gathering would be required to effectively estimate follow-on releases.

10.2 Itemized/Detailed components

Release 1 Time and Materials Estimate

Time & Materials

Hours Fee Estimate Expense Estimate
Core Implementation
Vision 756
Plan 1575
Design 1640
Build (incl. Test) 4100
Deliver 365
Total 8436
Est. Blended
Hourly Rate

Release 1 Fixed Fee Estimate

Our fixed fee amount presented below is preliminary. At the end of our four week visioning phase, Deloitte
will be in a better position to finalize the total amount. That will be at or below number presented below.

Fixed Fee
Fixed Fee Estimate Expense Estimate
Total

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Support
A one week post-deployment support option is included as part of the pricing plan. Any additional support
would be incremental to this pricing model. Additional support options are presented in the support
section.

10.3 Payment Options

Deloitte Consulting can provide flexible payment arrangements to eTelecare, and we will work with you to
arrange an agreed upon schedule. We have not provided any specific payment options in this proposal
without understanding what eTelecare may have in mind first. We have worked with many other clients to
craft payment terms that meet the client’s needs while allowing flexibility and maintaining a reasonable
level of risk. That being said, options such as milestone-based payments can be difficult to manage when
parties cannot agree on what constitutes “completion” of milestones. Similarly, a deliverables-based
payment option can also become difficult unless there is a clearly defined and detailed process protecting
both parties in the deliverable sign-off process. Nonetheless, we are open to discussing these options
with eTelecare and we will remain flexible.
In terms of performance incentives, while these are less common, we have seen projects structured
whereby an accelerated completion timeline prompts incentive payments, and delays result in holdback
payments. Our experience with these arrangements typically creates less-than-desirable results, but we
are open to discussing them with eTelecare.

10.4 Financing Options

Deloitte Consulting can provide flexible financing options to eTelecare if needed, but we have not
provided any in this proposal without understanding what eTelecare may have in mind first. Similar to our
comments on payment terms, we have negotiated various financing options successfully with other
clients.

10.5 Negotiation
Deloitte Consulting would truly appreciate the opportunity and privilege to work with eTelecare. Our
organization will work with eTelecare to balance the scope and estimated fees as contained in both the BI
and the HR proposals to your needs, and negotiate a mutually beneficial agreement for program
implementation. If our proposal package meets or exceeds eTelecare’s expectations in terms of delivery
qualifications, then, we will put fee issues aside and develop a best and final offer. We do not want price
to become the primary issue with all other attributes pointing to Deloitte. We believe if you think we're the
right Partner for this program, we can work together on a fee structure that meets your objectives.

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11. Engagement Terms and Conditions

1. Services.
a) It is understood and agreed that Deloitte Consulting’s services (the “Services”) under the
engagement letter to which these terms are attached (the “Engagement Letter”) may include advice and
recommendations, but all decisions in connection with the implementation of such advice and
recommendations shall be the responsibility of, and made by, the Client.
b) For purposes of these terms and the Engagement Letter, the “Client” shall mean the entity to
which the Engagement Letter is addressed, and its subsidiaries. The Client represents and warrants that
it has the power and authority to execute this agreement on behalf of, and to bind, itself and its
subsidiaries.

2. Payment of Invoices. Deloitte Consulting’s invoices are due upon presentation. Invoices upon
which payment is not received within thirty (30) days of the invoice date shall accrue a late charge of the
lesser of (i) 1½% per month or (ii) the highest rate allowable by law, in each case compounded monthly to
the extent allowable by law. Without limiting its rights or remedies, Deloitte Consulting shall have the right
to halt or terminate the Services entirely if payment is not received within thirty (30) days of the invoice
date. The Client shall be responsible for all taxes imposed on the Services or on the transaction, other
than income taxes imposed on a net basis or by withholding, and other than taxes imposed on Deloitte
Consulting's property.

3. Term. Unless terminated sooner in accordance with its terms, this engagement shall terminate
on the completion of the Services. This engagement may be terminated by either party at any time, with
or without cause, by giving written notice to the other party not less than thirty (30) days before the
effective date of termination; provided that, in the event of a termination for cause, the breaching party
shall have the right to cure the breach within the notice period. Upon termination of the engagement, the
Client will compensate Deloitte Consulting under the terms of the Engagement Letter for the Services
performed and expenses incurred through the effective date of termination.

4. Deliverables.
a) For purposes of these terms (i) “Technology” means works of authorship, materials, information
and other intellectual property; (ii) “Deloitte Consulting Technology” means all Technology created prior to
or independently of the performance of the Services, or created by Deloitte Consulting or its
subcontractors as a tool for their use in performing the Services, plus any modifications or enhancements
thereto and derivative works based thereon; and (iii) “Deliverables” means all Technology that Deloitte
Consulting or its subcontractors create for delivery to the Client as a result of the Services.
b) Upon full and final payment to Deloitte Consulting hereunder, and subject to all other terms and
conditions herein, Deloitte Consulting hereby (i) assigns to the Client all rights in and to the Deliverables,
except to the extent they include any Deloitte Consulting Technology; and (ii) grants to the Client the right
to use, for Client’s internal business purposes, any Deloitte Consulting Technology included in the
Deliverables in connection with its use of the Deliverables. Except for the foregoing license grant, Deloitte
Consulting or its licensors retain all rights in and to all Deloitte Consulting Technology.
c) To the extent any Deloitte Consulting Technology provided to the Client hereunder is a product
(to the extent it constitutes merchandise within the meaning of section 471 of the Internal Revenue Code),
such Deloitte Consulting Technology is licensed to the Client by Deloitte Consulting as agent for Deloitte
Consulting Product Services LLC on the terms and conditions herein. The assignment and license grant
in Paragraph 4(b) do not apply to any Technology (including any modifications or enhancements thereto
or derivative works based thereon) that is subject to a separate license agreement between the Client and
a third party, including, without limitation, Deloitte Consulting Product Services LLC.

62
5. Limitation on Warranties. THIS IS A SERVICES ENGAGEMENT. DELOITTE CONSULTING
WARRANTS THAT IT SHALL PERFORM THE SERVICES IN GOOD FAITH AND IN A PROFESSIONAL
MANNER. DELOITTE CONSULTING DISCLAIMS ALL OTHER WARRANTIES, EITHER EXPRESS OR
IMPLIED, INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY AND FITNESS
FOR A PARTICULAR PURPOSE. THE CLIENT’S EXCLUSIVE REMEDY FOR ANY BREACH OF THIS
WARRANTY SHALL BE FOR DELOITTE CONSULTING, UPON RECEIPT OF WRITTEN NOTICE, TO
USE DILIGENT EFFORTS TO CURE SUCH BREACH, OR, FAILING ANY SUCH CURE IN A
REASONABLE PERIOD OF TIME, THE RETURN OF PROFESSIONAL FEES PAID TO DELOITTE
CONSULTING HEREUNDER WITH RESPECT TO THE SERVICES GIVING RISE TO SUCH BREACH.

6. Limitation on Damages and Indemnification.

a) The Client agrees that Deloitte Consulting, its subcontractors and their respective personnel shall
not be liable to the Client for any claims, liabilities, or expenses relating to this engagement (“Claims”) for
an aggregate amount in excess of the fees paid by the Client to Deloitte Consulting pursuant to this
engagement, except to the extent finally judicially determined to have resulted primarily from the
recklessness, bad faith or intentional misconduct of Deloitte Consulting or its subcontractors. In no event
shall Deloitte Consulting, its subcontractors or their respective personnel be liable for any loss of use,
data, goodwill, revenues or profits (whether or not deemed to constitute a direct Claim), or any
consequential, special, indirect, incidental, punitive or exemplary loss, damage, or expense, relating to
this engagement. In circumstances where all or any portion of the provisions of this Paragraph 6 are
finally judicially determined to be unavailable, the aggregate liability of Deloitte Consulting, its
subcontractors and their respective personnel for any Claim shall not exceed an amount which is
proportional to the relative fault that their conduct bears to all other conduct giving rise to such Claim.
b) Deloitte Consulting shall indemnify, defend and hold harmless the Client and its personnel from
and against any and all Claims attributable to claims of third parties solely for bodily injury, death or
damage to real or tangible personal property, to the extent directly and proximately caused by the
negligence or intentional misconduct of Deloitte Consulting while engaged in the performance of the
Services.
c) The Client shall indemnify and hold harmless Deloitte Consulting, its subcontractors and their
respective personnel from all Claims attributable to claims of third parties, except to the extent finally
judicially determined to have resulted primarily from the recklessness, bad faith or intentional misconduct
of Deloitte Consulting or its subcontractors.

7. Client Responsibilities. The Client shall cooperate with Deloitte Consulting hereunder,
including, without limitation, providing Deloitte Consulting with reasonable facilities and timely access to
data, information and personnel of the Client. The Client shall be responsible for the performance of its
personnel and agents and for the accuracy and completeness of data and information provided to Deloitte
Consulting for purposes of the performance of the Services. The Client acknowledges and agrees that
Deloitte Consulting’s performance is dependent upon the timely and effective satisfaction of the Client’s
responsibilities hereunder and timely decisions and approvals of the Client in connection with the
Services. Deloitte Consulting shall be entitled to rely on all decisions and approvals of the Client. The
Client shall be solely responsible for, among other things: (i) making all management decisions and
performing all management functions; (ii) designating a competent management member to oversee the
Services; (iii) evaluating the adequacy and results of the Services; (iv) accepting responsibility for the
results of the Services; and (v) establishing and maintaining internal controls, including, without limitation,
monitoring ongoing activities.

8. Force Majeure. Except for the payment of money, neither party shall be liable for any delays or
non-performance resulting from circumstances or causes beyond its reasonable control, including, without
limitation, acts or omissions or the failure to cooperate by the other party (including, without limitation,
entities or individuals under the other party’s control, or any of their respective officers, directors,
employees, other personnel and agents), acts or omissions or the failure to cooperate by any third party,

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fire, epidemic or other casualty, act of God, strike or labor dispute, war or other violence, or any law, order
or requirement of any governmental agency or authority.

9. Limitation on Actions. No action, regardless of form, relating to this engagement, may be

brought by either party more than one year after the cause of action has accrued, except that an action
for non-payment may be brought not later than one year following the date of the last payment due to the
party bringing such action.

10. Independent Contractor. It is understood and agreed that each party is an independent
contractor and that neither party is, nor shall be considered to be, the other’s agent, distributor, partner,
fiduciary, joint venturer, co-owner or representative. Neither party shall act or represent itself, directly or
by implication, in any such capacity or in any manner assume or create any obligation on behalf of, or in
the name of, each other.

11. Confidentiality and Internal Use.

a) To the extent that, in connection with this engagement, either party (each, the “receiving party”)
comes into possession of any trade secrets or other proprietary or confidential information of the other
(the “disclosing party”), it will not disclose such information to any third party without the disclosing party’s
consent. The disclosing party hereby consents to the receiving party disclosing such information (i) to
subcontractors, whether located within or outside of the United States, that are providing services in
connection with this engagement and that have agreed to be bound by confidentiality obligations similar
to those in this Paragraph 11(a), (ii) as may be required by law, regulation, judicial or administrative
process, or in accordance with applicable professional standards or rules, or in connection with litigation
pertaining hereto, or (iii) to the extent such information (A) shall have otherwise become publicly available
(including, without limitation, any information filed with any governmental agency and available to the
public) other than as the result of a disclosure in breach hereof, (B) becomes available to the receiving
party on a nonconfidential basis from a source other than the disclosing party which the receiving party
believes is not prohibited from disclosing such information by obligation to the disclosing party, (C) is
known by the receiving party prior to its receipt from the disclosing party without any obligation of
confidentiality with respect thereto, or (D) is developed by the receiving party independently of any
disclosures made by the disclosing party to the receiving party of such information. In satisfying its
obligations under this Paragraph 11(a), each party shall maintain the other’s trade secrets and proprietary
or confidential information in confidence using at least the same degree of care as it employs in
maintaining in confidence its own trade secrets and proprietary or confidential information, but in no event
less than a reasonable degree of care. In addition, if Client is an attest client of any affiliate or related
entity of Deloitte Consulting, the Client acknowledges and agrees that any such information that comes to
the attention of Deloitte Consulting in the course of performing the Services may be disclosed to such
affiliate or related entity of Deloitte Consulting in the context of its professional obligations as the
independent accountants for the Client. Nothing in this Paragraph 11(a) shall alter the Client’s obligations
under Paragraph 11(b). Notwithstanding anything to the contrary herein, the Client acknowledges that
Deloitte Consulting, in connection with performing the Services, may develop or acquire experience,
skills, knowledge and ideas that are retained in the unaided memory of its personnel. The Client
acknowledges and agrees that Deloitte Consulting may use and disclose such experience, skills,
knowledge and ideas.
b) The Client agrees that all Services and Deliverables shall be solely for the Client’s informational
purposes and internal use, and are not intended to be, and should not be, used by any person or entity
other than the Client. Except as otherwise specifically provided in the Engagement Letter, the Client
further agrees that such Services and Deliverables shall not be circulated, quoted, disclosed, or
distributed to, nor shall reference to such Services or Deliverables be made to, any person or entity other
than the Client.

12. Survival and Interpretation. All Paragraphs herein relating to payment of invoices, deliverables,
limitation on warranties, limitation on damages and indemnification, limitation on actions, confidentiality

64
and internal use, survival and interpretation, assignment and subcontracting, non-exclusivity, non-
solicitation, waiver of jury trial, and governing law shall survive the expiration or termination of this
engagement. In the event of any conflict, ambiguity, or inconsistency between these terms and the
Engagement Letter, these terms shall govern and control. For purposes of Paragraph 6 of these terms
only, “Deloitte Consulting” shall mean Deloitte Consulting LLP and Deloitte Consulting Product Services
LLC, one of its subsidiaries. The Client acknowledges and agrees that no affiliated or related entity of
Deloitte Consulting, whether or not acting as a subcontractor, shall have any liability hereunder to the
Client or any other person and the Client will not bring any action against any such affiliated or related
entity in connection with this engagement. Without limiting the foregoing, affiliated and related entities of
Deloitte Consulting are intended third party beneficiaries of these terms, including, without limitation, the
limitation on liability and indemnification provisions of Paragraph 6, and the agreements and undertakings
of the Client contained in the Engagement Letter. Any affiliated or related entity of Deloitte Consulting
may in its own right enforce such terms, agreements and undertakings. The provisions of Paragraphs
6, 9, 12, 16 and 18 hereof shall apply to the fullest extent of the law, whether in contract, statute,
tort (such as negligence), or otherwise, notwithstanding the failure of the essential purpose of any
remedy.

13. Assignment and Subcontracting. Except as provided below, neither party may assign, transfer
or delegate any of its rights or obligations hereunder (including, without limitation, interests or Claims)
without the prior written consent of the other party. Client hereby consents to Deloitte Consulting
assigning or subcontracting any of Deloitte Consulting’s rights or obligations hereunder to (i) any affiliate
or related entity or (ii) any entity that acquires all or a substantial part of the assets or business of Deloitte
Consulting. Services performed hereunder by Deloitte Consulting’s subcontractors shall be invoiced as
professional fees on the same basis as Services performed by Deloitte Consulting’s personnel, unless
otherwise agreed.

14. Non-exclusivity. The parties acknowledge that Deloitte Consulting shall have the right to (i)
provide consulting or other services of any kind or nature whatsoever to any person or entity as Deloitte
Consulting in its sole discretion deems appropriate, or (ii) use any works of authorship or other intellectual
property that may be included in the Deliverables, to develop for itself, or for others, materials or
processes that may be similar to those produced as a result of the Services.

15. Non-solicitation. During the term of this engagement and for a period of one (1) year
thereafter, each party agrees that its personnel (in their capacity as such) who had direct and substantive
contact in the course of this engagement with personnel of the other party shall not, without the other
party’s consent, directly or indirectly employ, solicit, engage or retain the services of such personnel of the
other party. In the event a party breaches this provision, the breaching party shall be liable to the
aggrieved party for an amount equal to thirty percent (30%) of the annual base compensation of the
relevant personnel in his/her new position. Although such payment shall be the aggrieved party’s
exclusive means of monetary recovery from the breaching party for breach of this provision, the aggrieved
party shall be entitled to seek injunctive or other equitable relief. This provision shall not restrict the right
of either party to solicit or recruit generally in the media.

16. Waiver of Jury Trial. THE PARTIES HEREBY IRREVOCABLY WAIVE, TO THE FULLEST
EXTENT PERMITTED BY LAW, ALL RIGHTS TO TRIAL BY JURY IN ANY ACTION, PROCEEDING OR
COUNTERCLAIM RELATING TO THIS ENGAGEMENT.

17. Entire Agreement, Amendment and Notices. These terms, and the Engagement Letter,
including exhibits, constitute the entire agreement between the parties with respect to this engagement,
supersede all other oral and written representations, understandings or agreements relating to this
engagement, and may not be amended except by written agreement signed by the parties. All notices
hereunder shall be (i) in writing, (ii) delivered to the representatives of the parties at the addresses set

65
forth in the Engagement Letter, unless changed by either party by notice to the other party, and (iii)
effective upon receipt.

18. Governing Law; Jurisdiction and Venue; and Severability. These terms, the Engagement
Letter, including exhibits, and all matters relating to this engagement, shall be governed by, and
construed in accordance with, the laws of the State of New York (without giving effect to the choice of law
principles thereof). Any action based on or arising out of this engagement or the Services shall be
brought and maintained exclusively in any court of the State of New York or any federal court of the
United States, in each case located in New York County, the State of New York. Each of the parties
hereby expressly and irrevocably submits to the jurisdiction of such courts for the purposes of any such
action and expressly and irrevocably waives, to the fullest extent permitted by law, any objection which it
may have or hereafter may have to the laying of venue of any such action brought in any such court and
any claim that any such action has been brought in an inconvenient forum. If any provision of these terms
or the Engagement Letter is found by a court of competent jurisdiction to be unenforceable, such
provision shall not affect the other provisions, but such unenforceable provision shall be deemed modified
to the extent necessary to render it enforceable, preserving to the fullest extent permissible the intent of
the parties set forth herein.

66
10. Escrow Agreement
About Deloitte
Deloitte
refers to one
or more of
Deloitte
Touche
Tohmatsu, a
Swiss Verein,
its member
firms, and
their
respective
subsidiaries
and affiliates.
Deloitte
Touche
Tohmatsu is
an
organization
of member
firms around
the world
devoted to
excellence in
providing
professional
services and
advice,
focused on
client service
through a
global
strategy
executed
locally in
nearly 140
countries.
With access
to the deep
intellectual
capital of
approximatel
y 150,000
people
worldwide,
Deloitte
delivers
services in