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Experience Excellence:
                                   The Philippine Advantage
                                    June 2011




All information and data in this presentation is the exclusive property of
BPAP, Everest Global, and Outsource2Philippines and cannot be copied,
distributed, or sold without the express written permission of the copyright
owners. Copyright © 2011 BPAP, Everest Global, & Outsource2Philippines
Who Are With Us
       Voice – Based Services               Homegrown Suppliers
              Suppliers




Banking, Financial Services and Insurance         IT and Software Services




          NASSCOM’S Top BPOs                Shared Service Centers / Captives
Who Are With Us

Engineering Services Outsourcing                          Creative Services Outsourcing




HR Outsourcing             Medical Services Outsourcing         Legal Process Outsourcing




  Clinical Research Outsourcing                  Maintenance, Repair, Overhaul Services
Philippine IT-BPO industry size                        x%     YoY Growth
 2006–2010; US$ billion
                                                                               Impact over 5 years
                                                                               Contribution 4%–5% of annual GDP
                                                                               to GDP
                                                                 ~24%          Employment Largest private sector
                                                        ~26%
                                                                               generation new job creator
                                                                                            350,000 direct and
                                             ~19%
                                                                                            Up to 0.7–1.0 million
                                  ~26%
                                                                                             indirect jobs
                        ~50%
                                                                               Foreign           Significant export
                                                                               exchange          impact
                                                                               earnings            3rd-largest export
                                                                                                    earner based on net
  # FTEs                                                                                            value added
          240           300        370       440        525       640
  (~‘000)                                                                      Growth of         Catalyzed growth of
                                                                               Next Wave         10+ Next Wave Cities™
  Global                                                                       Cities™           adding over 50,000
              5%        6%         6%        7%         8%        8%                             jobs
  share1

         FTEs = full-time employees, YoY = year on year
      1 Philippines IT-BPO market as percentage of global offshore services market, in revenue terms
Sources: BPAP; Everest analysis

             Proprietary & Confidential. Copyright © 2011 BPAP, Everest Global, & Outsource2Philippines                   4
FTEs            % inc.           Revenue       % inc.
                                                      fr YA             (US$B)       fr YA
Voice BPO                             344,000              23%              6,100       21%
Non-voice BPO/KPO                     101,750              18%              1,628       30%
ITO                                     44,962             27%               725        28%
Transcription                           14,000               8%              102        11%
ESO                                     10,600            -12%               201       -12%
Animation                                 8,640              8%              142        18%
Game development                          1,230            92%                   7      56%
TOTAL FTEs                            525,182              24%              8,905       26%
Source: ACPI, BPAP, CCAP, GDAP, HIMOAP, PSIA (2011). All rights reserved.
Number of college degree                   2009          Annual
 graduates                                                growth
                                                                                Abundant labor force of 38 million
 Medical and natural sciences,              132,244                             Over 450,000 college graduates per year
 allied fields                                                                  Large pool of accounting and business
 Business, accounting, and related          107,272                              graduates
 fields                                                                         English proficiency
                                                                                Affinity with Western culture
 Social and behavioral sciences,             68,764
                                                                                Customer service orientation
 education
                                                                                Highly trainable
 Engineering and architecture                50,734                             Cost effective
 IT-related and mathematics                  47,928                             High level of commitment and loyalty

 Fine arts, masscom, humanities              12,269
 TOTAL Tertiary level                       469,654            5.8%

                                                           Pop           Labor force          Unemp rate     Literacy
                                          World              6,768M             3,179M            8.7%           82.0%
                                          India              1,130M              509M             7.8%           61.0%
                                            China             1,330M             814M
                                  Suitability rates are empirically based on a total of >80       4.3%           91.6%
                                interviews with HR professionals working in each country
                                          Brazil               201M              102M             8.1%           88.6%
                                          Philippines          100M               38M             7.5%           92.6%
                                                                                                                           6
Source: CHED 2010; CIA World Factbook 2010
Wide range of industry-verticals serviced                              Captives of 60+ Fortune 1000 firms
 Supplier presence across industry verticals1                            Banking and financial services
                                        # FTEs servicing (’000s)
                                       # Firms


                                                        75+


                                                        50+              MDR and healthcare


                                                        40+


                                                        40+
                                                                         Telecom, travel, energy, and media
                                                        25+


                                                        15+


                                                        25+


         BFSI = banking, financial services, insurance; MDR = manufacturing, distribution, retail
      1 Per Everest-O2P survey of ~200 firms across the Philippines IT-BPO industry
Sources: BPAP database; survey results
Mature            Credible          Emerging




                                                                               China:
                                      Eastern Europe:
                                                                               Domestic and APAC
                                      Established
                                                                               centric scale and
                                      near-shore
                                                                               capabilities
                                      destination

                                                                                              Philippines:
                                                                                              Reaching #1 in
                                                                                              voice BPO (330K+
                                                                                              FTEs)
 Mexico, Brazil, Columbia,                                                                    #2 in non-voice/IT-
 Chile, and Argentina:                                                                        BPO (200K+ FTEs)
 Evolving rapidly as near-
                                                                          India:
 shore base to drive
                                            Egypt, Morocco, and           Industry leading scale and
 penetration in North
                                            South Africa:                 capabilities
 America
                                                                          Voice: 350K+ FTEs
                                            Significant
                                            government-backed             Non-voice IT-BPO: 1.4M+
                                            push to target UK and         FTEs)
Source: Everest analysis
                                            Europe
             Proprietary & Confidential. Copyright © 2010 BPAP, Everest Global, & Outsource2Philippines              8
Expertise in diverse BPO and KPO functions: Finance/
       HR/Publishing/Supply Chain/Legal/Medical
     - Accounting and bookkeeping      - Legal Transcription
     - Account maintenance             - Litigation Support
     - Accounts receivable collection - Content Development
                                                                                    -  Market Research and Analysis
     - Accounts payable processing      -Contract Summarization
     -Fund adm/reconciliation          - Editing, Sub-titling, Translation          -  Intellectual Property Management
     - Payroll processing              - Publishing                                 -  Account Risk Management
     - Retail banking support          - Health Services revenue cycle              - Equities/Portfolio research & analysis
     - Asset management                - Travel Services Back Office
     - Financial analysis and auditing - Credit/Loan processing
     - Inventory control and purchasing - Health Insurance
     - Expense and revenue reporting - General Insurance
     - Financial reporting             - Sales and marketing
     - Human resources administration - Tax reporting
     - Customer Management             - Financial leasing
     - Credit card administration      - Transaction management
     - Factoring and stock brokering - Sourcing and Procurement
     - Revenue management              - Logistics
     - Transaction processing          - Disaster recovery
     - Business data processing        - Business Intelligence
     - Database management             - Network management
     - Supply chain management         - Warehouse and inventory Mgmt




copyright 2009: Business Processing Assoc of the Philippines. All rights reserved
Cost competitive, almost as much as India, across service segments
                   One of the lowest cost destinations for English work, and for non-
                    voice and IT services work
                   Relatively minimal inflation and currency volatility indicate
                    continued cost competitiveness in future



                                                  Costs



 Large, scalable talent pool—                                             Relatively minimal risk
 next only to India, China                                                perceptions, primarily
   Top-3 global location in                                              directed at geopolitical
    graduate pool size                                                    concerns
   Third-largest talent pool                                               High-quality physical and

    in delivery of voice BPO,                                                social infrastructure
    F&A, and IT services                                                    Favorable investment
   Amongst the largest                                                      climate
    experienced talent pools                                                Limited risks to talent
                                                                             scalability
                                                                            Natural disasters in certain

                                                                             regions and sporadic
Source: Everest experience                                                   political incidents are key
                                                                             concerns
TGN-IA



Transmission Backbone Networks                 AAG
                                                                      LAOAG
                                                                                   BALLESTEROS



                                                                     VIGAN
                                                                                       TUGUEGARAO



  PLDT Digital Fiber Optic                                                            CAUAYAN


   Network (DFON)                                            SFLU

                                                        DAGUPAN
                                                                       BAGUIO SOLANO
                                                                         URDANETA



  Globe Telecom Fiber Optic
                                                             TARLAC           CABANATUAN

                                                                              CANERO
                                          EAC        SUBIC    SAMPALOC

   Backbone Network (FOBN)
                                                                                AURORA
                                                                    ERMITA      MAKATI

                                                                    BACOOR


                                       APCN2
    TelicPhil (BayanTel) Nationwide                    NASUGB
                                                        U
                                                                             BATANGAS PAGBILAO
                                                                                                    NAGA
                                                                                                            PILI


     Digital Transmission Network          C2C
                                                                       MAMBURAO

                                                                                                      DONSOL
                                                                                                              LEGASPI




     (NDTN)
                                                                                                                      SORSOGON
                                                                                                  MASBATE
                                                               SAN JOSE                                                  CALBAYOG




                                                                                           ROXAS
                                                                                                                                TACLOBAN



        Cable Landing Stations                                                                      CADIZ             ORMOC
                                                                                                BANATE
                                                                                                     SAN REMIGIO
                                                                                       ILOILO       TALISAY   LILOAN
                                                                                                              LAHUG
                                                                                         BACOLOD
                                                                                                                                 MAASIN
                                                                                                                   TALISAY


  Ballesteros, Cagayan                                                                             MARIBOJ
                                                                                                    OC      TAGBILARAN
                                                                                                                        DUERO




                                                                                                   DAUIN                              CABADBARAN

  Tanza, Cavite                                                                                                  CDO                BUTUAN
                                                                                                            MANTICAO


  Nasugbu, Batangas                                                                             PAGADIAN
                                                                                                                      ILIGAN




     Bauang, La Union
                                                                                                             COTABATO

                                                                                ZAMBOA
                                                                                                                                      DAVAO

                                                                                 NGA



                                                                                                                                  GEN. SANTOS
Cordillera
                               Ilocos      Cagayan Valley
                                        Baguio



                           Central Luzon      Angeles/Clark
                          Manila               Santa Rosa
                                 Southern Tagalog
                          Bulacan          Metro Cavite
                                            Lipa        Bicol




• 	
  Next	
  Wave	
  Ci+es™	
                                         Eastern Visayas



                                                Western Visayas
                                                             Bacolod
                                                 Iloilo
                                                                          Cebu

                                           Dumaguete Visayas
                                                 Central


                                                                                  Cagayan de Oro
                                                                       Northern Mindanao

                                                  Western Mindanao
                                                                             Southern Mindanao

 Super cities have >15,000 IT-BPO workers        Central Mindanao                        Davao
 Large cities have a potential capacity of 10,000–15,000
 Mid-sized cities 5,000–10,000

 Another 20-plus cities offer a potential capacity of
 <5,000 FTEs each
12 Copyright ©2011: Business Processing Association of the Philippines. All rights reserved.
• Business	
  environment	
  
        •  Leading	
  the	
  industry	
  priori1es	
  behind	
  govt	
  policy	
  and	
  legisla1ve	
  agenda	
  –	
  fiscal	
  	
  	
  	
  
           incen1ves,	
  data	
  privacy,	
  IP	
  protec1on,	
  cybercrime,	
  Labor	
  Code	
  amendments,	
  DICT	
  
        •  Suppor1ng	
  investors	
  with	
  set-­‐up	
  through	
  “industry	
  roundtable”	
  
                          Infra – Telco, Property,
                                                                            BPAP advisors
                          Hardware
                          •  Provide best options                            •  Provide industry overview
                             available that fit requirements                 •  Organize site visits and
                          •  Provide end-to-end service                        meetings with vendors & govt
                             support
                          •  Complete delivery and after-
                             dales service



       Government – BOI, PEZA,                          Investor Assistance
                                                               Group                           Legal consulting
       LGUs
       •  Due diligence assistance                                                             •  Provide end-to-end quality
       •  Business registration                                                                   assurance for investors
                                                  Staffing consultants/Advisors                   setting
         facilitation
                                                   •  Provide overview on talent                  up operations in the
       •  After care service                                                                      Philippines
                                                     pool based on competency
                                                     requirements                              •  Assist investors with
                                                   •  Deliver recruiting and training             government approvals
                                                     quantity and quality
                                                     requirements

13 Copyright ©2011: Business Processing Association of the Philippines. All rights reserved.
Road Map 2016: Driving to Global Leadership




       Proprietary & Confidential. Copyright © 2010 BPAP, Everest Global, & Outsource2Philippines   14

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Experience excellence - The Philippines Advantage

  • 1. Experience Excellence: The Philippine Advantage June 2011 All information and data in this presentation is the exclusive property of BPAP, Everest Global, and Outsource2Philippines and cannot be copied, distributed, or sold without the express written permission of the copyright owners. Copyright © 2011 BPAP, Everest Global, & Outsource2Philippines
  • 2. Who Are With Us Voice – Based Services Homegrown Suppliers Suppliers Banking, Financial Services and Insurance IT and Software Services NASSCOM’S Top BPOs Shared Service Centers / Captives
  • 3. Who Are With Us Engineering Services Outsourcing Creative Services Outsourcing HR Outsourcing Medical Services Outsourcing Legal Process Outsourcing Clinical Research Outsourcing Maintenance, Repair, Overhaul Services
  • 4. Philippine IT-BPO industry size x% YoY Growth 2006–2010; US$ billion Impact over 5 years Contribution 4%–5% of annual GDP to GDP ~24% Employment Largest private sector ~26% generation new job creator   350,000 direct and ~19%   Up to 0.7–1.0 million ~26% indirect jobs ~50% Foreign Significant export exchange impact earnings   3rd-largest export earner based on net # FTEs value added 240 300 370 440 525 640 (~‘000) Growth of Catalyzed growth of Next Wave 10+ Next Wave Cities™ Global Cities™ adding over 50,000 5% 6% 6% 7% 8% 8% jobs share1 FTEs = full-time employees, YoY = year on year 1 Philippines IT-BPO market as percentage of global offshore services market, in revenue terms Sources: BPAP; Everest analysis Proprietary & Confidential. Copyright © 2011 BPAP, Everest Global, & Outsource2Philippines 4
  • 5. FTEs % inc. Revenue % inc. fr YA (US$B) fr YA Voice BPO 344,000 23% 6,100 21% Non-voice BPO/KPO 101,750 18% 1,628 30% ITO 44,962 27% 725 28% Transcription 14,000 8% 102 11% ESO 10,600 -12% 201 -12% Animation 8,640 8% 142 18% Game development 1,230 92% 7 56% TOTAL FTEs 525,182 24% 8,905 26% Source: ACPI, BPAP, CCAP, GDAP, HIMOAP, PSIA (2011). All rights reserved.
  • 6. Number of college degree 2009 Annual graduates growth   Abundant labor force of 38 million Medical and natural sciences, 132,244   Over 450,000 college graduates per year allied fields   Large pool of accounting and business Business, accounting, and related 107,272 graduates fields   English proficiency   Affinity with Western culture Social and behavioral sciences, 68,764   Customer service orientation education   Highly trainable Engineering and architecture 50,734   Cost effective IT-related and mathematics 47,928   High level of commitment and loyalty Fine arts, masscom, humanities 12,269 TOTAL Tertiary level 469,654 5.8% Pop Labor force Unemp rate Literacy World 6,768M 3,179M 8.7% 82.0% India 1,130M 509M 7.8% 61.0% China 1,330M 814M Suitability rates are empirically based on a total of >80 4.3% 91.6% interviews with HR professionals working in each country Brazil 201M 102M 8.1% 88.6% Philippines 100M 38M 7.5% 92.6% 6 Source: CHED 2010; CIA World Factbook 2010
  • 7. Wide range of industry-verticals serviced Captives of 60+ Fortune 1000 firms Supplier presence across industry verticals1 Banking and financial services # FTEs servicing (’000s) # Firms 75+ 50+ MDR and healthcare 40+ 40+ Telecom, travel, energy, and media 25+ 15+ 25+ BFSI = banking, financial services, insurance; MDR = manufacturing, distribution, retail 1 Per Everest-O2P survey of ~200 firms across the Philippines IT-BPO industry Sources: BPAP database; survey results
  • 8. Mature Credible Emerging China: Eastern Europe: Domestic and APAC Established centric scale and near-shore capabilities destination Philippines: Reaching #1 in voice BPO (330K+ FTEs) Mexico, Brazil, Columbia, #2 in non-voice/IT- Chile, and Argentina: BPO (200K+ FTEs) Evolving rapidly as near- India: shore base to drive Egypt, Morocco, and Industry leading scale and penetration in North South Africa: capabilities America Voice: 350K+ FTEs Significant government-backed Non-voice IT-BPO: 1.4M+ push to target UK and FTEs) Source: Everest analysis Europe Proprietary & Confidential. Copyright © 2010 BPAP, Everest Global, & Outsource2Philippines 8
  • 9. Expertise in diverse BPO and KPO functions: Finance/ HR/Publishing/Supply Chain/Legal/Medical - Accounting and bookkeeping - Legal Transcription - Account maintenance - Litigation Support - Accounts receivable collection - Content Development -  Market Research and Analysis - Accounts payable processing -Contract Summarization -Fund adm/reconciliation - Editing, Sub-titling, Translation -  Intellectual Property Management - Payroll processing - Publishing -  Account Risk Management - Retail banking support - Health Services revenue cycle - Equities/Portfolio research & analysis - Asset management - Travel Services Back Office - Financial analysis and auditing - Credit/Loan processing - Inventory control and purchasing - Health Insurance - Expense and revenue reporting - General Insurance - Financial reporting - Sales and marketing - Human resources administration - Tax reporting - Customer Management - Financial leasing - Credit card administration - Transaction management - Factoring and stock brokering - Sourcing and Procurement - Revenue management - Logistics - Transaction processing - Disaster recovery - Business data processing - Business Intelligence - Database management - Network management - Supply chain management - Warehouse and inventory Mgmt copyright 2009: Business Processing Assoc of the Philippines. All rights reserved
  • 10. Cost competitive, almost as much as India, across service segments   One of the lowest cost destinations for English work, and for non- voice and IT services work   Relatively minimal inflation and currency volatility indicate continued cost competitiveness in future Costs Large, scalable talent pool— Relatively minimal risk next only to India, China perceptions, primarily   Top-3 global location in directed at geopolitical graduate pool size concerns   Third-largest talent pool   High-quality physical and in delivery of voice BPO, social infrastructure F&A, and IT services   Favorable investment   Amongst the largest climate experienced talent pools   Limited risks to talent scalability   Natural disasters in certain regions and sporadic Source: Everest experience political incidents are key concerns
  • 11. TGN-IA Transmission Backbone Networks AAG LAOAG BALLESTEROS VIGAN TUGUEGARAO   PLDT Digital Fiber Optic CAUAYAN Network (DFON) SFLU DAGUPAN BAGUIO SOLANO URDANETA   Globe Telecom Fiber Optic TARLAC CABANATUAN CANERO EAC SUBIC SAMPALOC Backbone Network (FOBN) AURORA ERMITA MAKATI BACOOR APCN2   TelicPhil (BayanTel) Nationwide NASUGB U BATANGAS PAGBILAO NAGA PILI Digital Transmission Network C2C MAMBURAO DONSOL LEGASPI (NDTN) SORSOGON MASBATE SAN JOSE CALBAYOG ROXAS TACLOBAN Cable Landing Stations CADIZ ORMOC BANATE SAN REMIGIO ILOILO TALISAY LILOAN LAHUG BACOLOD MAASIN TALISAY   Ballesteros, Cagayan MARIBOJ OC TAGBILARAN DUERO DAUIN CABADBARAN   Tanza, Cavite CDO BUTUAN MANTICAO   Nasugbu, Batangas PAGADIAN ILIGAN Bauang, La Union COTABATO   ZAMBOA DAVAO NGA GEN. SANTOS
  • 12. Cordillera Ilocos Cagayan Valley Baguio Central Luzon Angeles/Clark Manila Santa Rosa Southern Tagalog Bulacan Metro Cavite Lipa Bicol •   Next  Wave  Ci+es™   Eastern Visayas Western Visayas Bacolod Iloilo Cebu Dumaguete Visayas Central Cagayan de Oro Northern Mindanao Western Mindanao Southern Mindanao Super cities have >15,000 IT-BPO workers Central Mindanao Davao Large cities have a potential capacity of 10,000–15,000 Mid-sized cities 5,000–10,000 Another 20-plus cities offer a potential capacity of <5,000 FTEs each 12 Copyright ©2011: Business Processing Association of the Philippines. All rights reserved.
  • 13. • Business  environment   •  Leading  the  industry  priori1es  behind  govt  policy  and  legisla1ve  agenda  –  fiscal         incen1ves,  data  privacy,  IP  protec1on,  cybercrime,  Labor  Code  amendments,  DICT   •  Suppor1ng  investors  with  set-­‐up  through  “industry  roundtable”   Infra – Telco, Property, BPAP advisors Hardware •  Provide best options •  Provide industry overview available that fit requirements •  Organize site visits and •  Provide end-to-end service meetings with vendors & govt support •  Complete delivery and after- dales service Government – BOI, PEZA, Investor Assistance Group Legal consulting LGUs •  Due diligence assistance •  Provide end-to-end quality •  Business registration assurance for investors Staffing consultants/Advisors setting facilitation •  Provide overview on talent up operations in the •  After care service Philippines pool based on competency requirements •  Assist investors with •  Deliver recruiting and training government approvals quantity and quality requirements 13 Copyright ©2011: Business Processing Association of the Philippines. All rights reserved.
  • 14. Road Map 2016: Driving to Global Leadership Proprietary & Confidential. Copyright © 2010 BPAP, Everest Global, & Outsource2Philippines 14