WebSurveyor Account Owner Annual Survey and Year End Results - Tom Callaghan, Usability Engineer - January 5, 2007

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 2 Survey Summary - 32 of 99 users from across the company responded. - Users find WebSurveyor useful, support adequate, and would recommend it to a colleague. - Training and the intranet site could be improved. - Users indicated they saved $98,000 and 1282 hours using WebSurveyor. - Users suggested a number of changes, both for the tool and its administration.

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 3 DepartmentLocation Employee CommunicationsIslandia CA TS WW Education HQPlano FED Field MarketingHerndon Internet MarketingIslandia BSO Argis Portfolio Asset MgmtPittsburgh BS TechPubsIslandia NA Presales HQIslandia UKM DIRECT MKTGDatchet, Berkshire GIS-Business SolutionsIslandia Internal AuditIslandia Customer Support HQPittsburgh Technical Architecture UnitPrinceton Marketing - DB & App MgmtLisle Concord ServicesMarlborough Office of The COOIslandia CafeteriaIslandia Users come from all across CAs departments and locations. DepartmentLocation Technical Architecture UnitIslandia BSO Asset Mgt DevelopmentIslandia SO Presales HQAtlanta Customer Support HQIslandia CA TS WW DOPittsburgh Technical Architecture UnitPlano Partner Program OfficeIslandia Global MarketingIslandia ERPIslandia Technical Architecture UnitPrinceton NC Presales HQLisle Child Development CenterIslandia iTech/ePKIFramingham Employee CommunicationsIslandia US TS Quality & EducationPittsburgh Worldwide Excellence & QualityAtlanta

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 4 Users see WebSurveyor as a useful tool they would recommend to others, but they would like to see additional training and additions to the intranet site. Indicate the degree with which you agree with the following statements regarding WebSurveyor in (Percentages) Strongly Disagree DisagreeNeutralAgree Strongly Agree WebSurveyor is a useful tool.0.0% 43.8%56.3% Support for WebSurveyor is adequate.0.0%3.1%12.5%59.4%25.0% Training for WebSurveyor is adequate.3.1%6.3%25.0%46.9%18.8% The WebSurveyor intranet site is useful.0.0% 46.9%31.3%21.9% I would recommend WebSurveyor to a colleague at CA.0.0%3.1% 34.4%59.4%

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 5 Most users who responded to the survey updated their own password to accommodate the WebSurveyor version update. I reset my account password using the following rules: - Between 8 and 16 characters long - Use at least one capital letter - Use at least one number - Use at least one special character # $ % ^ & *) ResponseCountPercent Yes2681.3% No-Please reset for me and send me an with the new password.618.8% Training for WebSurveyor is adequate.00.0%

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 6 There was considerable return on the $36,000 investment users saved $98,000 (~ $300,000 for 99 users) - 32 users saved 1282 hours ( ~ 4000 hours for 99 users) - Monetary savings ranged from $0 to $25,000 - A number of users said they found it hard to quantify due to the lack of a comparable alternative, and entered $0 - Time savings ranged from 0 to 120 hours. *Statistics do not include past account owners and those sharing accounts (~ 60 users), and of course, 67 account owners that did not respond to the survey.

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 7 Users suggested a number of changes. Administration: - Provide more training (rich media for things specific to CA, online refreshers) - Add a list of FAQs on intranet site - Provide more accounts - Provide a simple way to do internal-only surveys - Improved process coordination with Relationship Marketing, sales, etc. - Include WebSurveyor survey communications on CA's communications calendar The Tool: - More control over the format when viewing results - Better online Help system with search capabilities - WYSIWYG for questions - More variations for question format ("other" option for rank-order questions) - Allow change of a question type without having to retype the entire question - Better support for anonymous voting - More flexibility with graphs - Remove MY ACCOUNT information box on the dashboard - Automatic s when I have new survey responses - More robust branching and looping capabilities - Control the scope of variables - Ability to sum the value of responses to give the respondent an overall score - Save key data values for next loop of logic

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies saw a number of accomplishments. - Created dozens of surveys for clients throughout the company. - Launched intranet site, with process references and links to Relationship Marketing and Customer Insight - Held live training class - Updated templates, standards, and published user list - Archived all work from retired accounts - Supported 169 users (including 99 account owners, 26 account sharers, and 44 past account owners) published surveys (647 new surveys) - 26,392 survey submissions - 6,635 user logins - A majority of the time all accounts were assigned, with a frequent waiting list and the need for groups to share accounts - After administrative cleanup, four (4) accounts now available.

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 9 The future holds promise for an improved WebSurveyor experience for users and respondents. - WebSurveyor version is ready for release, and contains enhanced password management, security, and accessibility compliance. - Users will be required to adhere to new password standards similar to CA network security - Investigating providing a suppression list to users via the intranet to take advantage of tool feature - Training: Lessons-learned sessions, advanced class from WebSurveyor - Intranet Site: FAQs, suppression list; and updates to processes, links to other related efforts, and the existing user list.

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies WebSurveyor Server Statistics