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

2. 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

3. 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, , 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

4. 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

5. 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