Project Athena Service Contract remediation Update to Finance Team November 18, 2014

58K Service Contracts, $550M in revenue Athena Objective: To increase client satisfaction and UL financial stability by seamlessly renewing service contracts and invoicing clients for Annual Maintenance Fees, on time and accurately. The Problem Expiring Service Contracts need to be renewed Poor system performance Extensive manual re-work due to original transition No end-to-end testing environment Significant data lost during original transition Affects All UL FUS Clients Field Service Representatives & CEC 2015 Revenue & Cash Flow Goals Higher staff costs Performance impact AMF billing can not be completed Field Inspection activity not recorded and billed Lost revenues / cash flow What success looks like Timely and accurate billing Improved client satisfaction Streamlined service contract maintenance Improved staff efficiency and lower costs Project Goal: To increase client satisfaction and UL financial stability by seamlessly renewing service contracts and invoicing clients for Annual Maintenance Fees, on time and accurately The Problem Expiring Service Contracts need to be renewed Poor system performance Extensive manual re-work due to original transition No end-to-end testing environment Significant data lost during original transition Affects All UL FUS Clients Field Service Representatives & CEC 2015 Revenue & Cash Flow Goals – Impacts 58,000 Service Contracts and $550 Million in revenue Higher staff costs Performance Impact AMF billing can not be completed Field Inspection activity not recorded and billed Lost revenues / cash flow A successful solution includes Timely and accurate billing Improved client satisfaction Streamlined service contract maintenance Improved staff efficiency and lower costs The tag-along work: Besides AMF, project may include: Task Based Services Label (Production Fees) ML/AL FUS Sample Testing

Primary Project Milestones Fix system issues Eliminate maintenance bottlenecks Modify invoice format Establish 2015 Environment Prepare for Renewal Create Custom Surveillance Contracts Clean up contract data issues Service Contract Pricing Adjustments End to End Testing – In Advance of Launch Manage Changes Communicate changes to clients and UL globally Prepare UL for changes Activate Contracts Process pricing updates Process contract renewals Activate renewed contracts on January 1st 2015 Invoice Clients Invoice Delivery Test (Print, eMail, iReceivable) AMF Billing on January 31st Begin Monthly Service Contract Billing & Maintenance Approved – Pending Development Existing adjustments will continue Stalled: Pending ML/AL Decision AMF Complete, Task based in progress The five key prioritization areas and our current progress 1st step planned 11/22

The 10 Project Milestones Status as of November 15 Scheduled 11/22 Renewal – Schedule for 11/15 (100% renewal test performed in SIT – minimal data issues found to date) – Error in the IFS Listener identified. Program was updating the previous year record -- Issue has been corrected and passed testing. -- Renewal delayed to 11/22 to allow for additional testing Program Enhancements – All program enhancements have been developed and are currently in testing. -- IB Cascade Functionality – Standard Oracle functionality did not meet Business Requirements. Identified advance Oracle filter functionality. Working with business to determine if advance filter will meet business requirements. AMF pricing updates have been loaded into production FUS Task Pricing to be loaded ML/AL Pricing to be approved and loaded – Awaiting Executive approval Pricing Overrides – Business currently reviewing – Expect to maintain existing discounts Contract clean up is ongoing – at this point, very few issues are identified Developed a plan to minimize operations impact during renewal process ML/AL Pricing Decision Advanced Filtering ML/AL Pricing Decision

Timeline Here’s a look at the project time line: Project Timeline Project is one week behind schedule as of 10/31/2014 (timing of finalizing AMF pricing was delayed by several BU’s decision vs. original goal) Initial data validation has met expectations; minor issues to be cleared prior to renewal phase Testing under-way to ensure contracts will renew properly 6 Largest contracts will be split AFTER renewal to eliminate any processing issues and minimize impact on field staff Duplicate Service Contract Maintenance is required between Renewal and Activation; CEC has a plan in place to manage process. Working on validation tools to ensure duplicate entry has been completed correctly and reconciles between data bases