eWeb Site CostBenefit Analysis www'CompanyXYZ'com

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eWeb SiteCost-Benefit Analysiswww.CompanyXYZ.com

• May 1, Xxxx

Version 2.0
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Contents

• History
• Functional Overview
• Web Statistics
• Business Benefits
• Going Forward (7/1/XX - 12/31/XX)
• Growing the Web Customer Base

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History
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History

• July Xx, Xxxx Go - Live
• Satisfied contractual obligations for
• Client Xt Plan
• Client Nt Contract
• Provided virtually all other Company XYZ
  customers with
• access to their contract information
• ability to submit on-line transactions

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Customer Feedback (Sept Xxxx)

• The site is user friendly easy to use
• The appropriate information is displayed
• The site responds quickly
• Quick access to a wealth of Information
• Customers have been asking for this
• Customers are looking forward to having access to
  more information online

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Field Service Usage

• FSR usage is Xx and growing (West Region)
• Management tool used for verification
• FSRs can view and track all clients
• Web reduces FSR workload
• Web is an important sales tool
• Currently a competitive advantage
• May lose sales without an interactive site

Interview 04/1/Xx, D. Salesman
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Functional Overview
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eWeb Site Functions

• Customer Information
• Customer Transactions
• CSR Agent Support
• Banker Co-Branding

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Customer Information

• XX,000 Visitor sessions in March Xxxx
• Customer Sign-in
• XX,000 / month (March Xxxx)
• Check Performance Values
• X,000 / month (Xxx / day, April Xxxx)
• Glossary Frequently Asked Questions
• X,000 / month (March Xxxx)

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Customer Information (cont)

• Viewed Product Information (March Xxxx)
• 3B Products Xxx / month
• Annuities Xxx / month
• Contact Information Electronic Forms
• Xxx / month (March Xxxx)

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Customer Transactions

• X,000 Transactions in March Xxxx
• Transfers
• Changes to Future Allocations
• Address/Telephone Changes
• Email Password Changes
• Beneficiary Changes
• Loan Initiations
• Added Payment Pre-filled Forms

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Transactions (continued)
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CSR Agent Support

• CSRs can view account with Customer
• Agents (FSRs) can view clients
• Xxxx Rep Logins / month (March, Xxxx)

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Web Statistics
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Visitor Statistics (March, Xxxx)

• Hits
• XX,000,000 / month
• XXX,000 / day
• Visitor Sessions
• XXX,000 / month
• XX,000 / day
• Average Length of Stay XX minutes

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Visitor Statistics (continued)

• Unique Visitors XX,000 / month
• Visitors Who Visited Once XX,000
• Return Visitors X,000
• Interactive Login Sessions XX,000 / mo

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Registered Users (as of April 9, Xxxx)
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User Acceptance by State

• Site was Actively Promoted by Client Xt and
  Client Nt
• XX.6 of all Client Xt customers
• XX.6 of all Client Nt customers
• XX.1 of all Client F customers
• XX.6 of all Client S customers

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Business Benefits
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Strategic Benefits

• Supports XYZs strategic vision
• Web-based front-end
• eWeb initiative
• New Opportunities
• Product X Watch List
• Live Help
• On-Line Payments

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Labor Benefits

• XX,000 CSR calls handled each month
• XX CSRs answer customer calls
• X,XXX calls per month per CSR
• XXX,000 Web sessions / month
• Web gets XXX,000 more visits than IVR
• XXX,000 Account Summary sessions
• X,000 Online Transactions
• X,XXX Glossary FAQs

CSR IVR estimates 12/16/99, W. Designer
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Going Forward7/1/XX - 12/31/XX
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Monthly Operating Costs

• Regular Maintenance
• Unit values, password resets, etc X K
• Licenses, mailings, misc X K
• CInfo (security, intrusion detect) X K
• Vendor XxK
• Infrastructure
• T1 Lines (2) X K
• XxK

Assumption This service is a Change Order that
should be cancelled
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eWeb Support Tasks
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Support Tasks (continued)
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Advantages of Early Web Site Retirement

• Eliminates ongoing effort cost
• Eliminates Complexity
• Web Functionality is widely dispersed within S
• Saves XxK per month
• Site eventually eliminated by Xxxx anyway
• Saves space in server room
• Only XX,000 Customers (without Xt and Nt)
• Increases Local Resources from X to Y

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Advantages of Continued Operation

• Leverage existing XM development and
  infrastructure investment
• FSRs use it as a productivity and sales tool
• Retain goodwill of existing customers
• Fewer customer complaints at transition time
• Have option to retire at any time after transition

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Advantages of Continued Operation (cont)

• Almost free Web Hosting
• Database contains total customer base
• Contained in relational SQL
• Saves CSC CPU/DASD costs for ad hoc queries
• Florida State implications?

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Web Site Recommendation

• Transition site to X facility
• Improve marketing to current Company S customers
• Encourage all FSRs to adopt web use

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Growing the Web Customer Base(Like Client Xt Did)
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SFG Florida Today

• Company S F XX of current users
• XX,000 Customer sessions / month
• X,000 Account Summary requests / month
• X,000 Performance Value checks / month
• X,XXX Transactions / month
• Today, Only Marketing for site is in Quarterly
  statements

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Available Capacity

• Additional user capacity now available
• XX of Company S not using site
• XX of Company F not using site
• Need to increase usage to leverage investment
• Maintain XYZ Branding
• Additional promotion
• Increase use as a sales tool

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If Company S were like Xt...

• If S XX usage went to XX
• XX,000 Customer sessions / month
• XX,000 Account Summary requests / mo
• X,000 Performance Value checks / month
• X,000 Transactions / month
• Company S F original capacity
• 1 CSR handles about XXX calls / month
• Calls offloaded Savings