annual report 2012 BIG QULI: Unique health care solution At Schiphol living, service and care for senior citizens Networking, sports and social events

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1 annual report 2012 ON THE ROAD TO GROWTH Management Board Stépan Breedveld (CEO) and Bart de Jong (CFO) KEY FIGURES SMARTER PARKING At Schiphol ORDINA SHARES INNOVATIVE IN MOBILE OUR PARTNERS ALWAYS NEARBY AGROSENSE WINS AWARD DO MORE WITH BIG DATA ENGAGEMENT AT ORDINA WOONZ living, service and care for senior citizens EMPLOYER OF CHOICE MODERN ALARM CENTRES ORDINA ACADEMY Knowledge is power CROWD MANAGEMENT Smart in Crowd Management GOOD NEIGHBOURS COOPERATION WITH LYNC YOUNG ORDINA Networking, sports and social events REDUCTION CO 2 FOOTPRINT SMART SOURCING TIME FOR THE 1% CLUB AMSTERDAM OPTS FOR OPEN SOURCE QULI: Unique health care solution SMART ICT PEOPLE MAKE THE MOVE STICHTING DICHTERBIJ INNOVATES

2 CONTENT ABOUT ORDINA 4 Who are we? 5 What we do 6 Our business model 6 Professional Services & Projects 7 Business Solutions 9 Consulting 11 Belgium/Luxembourg 12 Key figures 13 About this report 16 STRATEGY 17 Message from the CEO 18 Vision and position 20 Relevant developments 21 SWOT 22 Ambitions for the future 23 RESULTS 24 Business 25 Market and client focus 25 Investing in innovation and propositions 26 Employees 28 Unleashing talent, passion and pride 28 Works Council 30 Sustainability 31 Creating sustainable value 31 Sustainable services 32 Sustainable business 33 Financial results 36 Financial targets 36 Turnover per market 37 Results per division 39 Costs 41 Operating result 42 Amortisation, interest expenses, tax burden 42 Divestments 43 Net profit 43 Earnings per share 44 Prudent financing 45 Net debt and cash flow 46 Outlook 47 RISK 48 Riskprofile 49 Ordina s risk appetite 49 Top-3 risks 49 Strategic and market risks 50 Financial risks 51 Operational risks 52 Internal governance 53 Sound management 53 Strategy development 53 Translating strategic targets 54 Business reviews 54 Management system 55 Project management 55 Internal and external verification 56 Internal control 56 Management Board Statement 57 2

3 GOVERNANCE 58 Supervisory Board 59 Report of the Supervisory Board 60 Introduction 60 Agenda 60 Meetings 61 Remuneration Policy Management Board 62 Composition and retirement schedule Supervisory Board 63 Remuneration Supervisory Board 64 Performance of the Supervisory Board 64 Corporate Governance 65 Dividend policy 65 Financial statements and discharge 66 Final remarks 66 Management Board 67 Information for shareholders 68 Business principles 69 Provisions in the articles of association and other information 70 FINANCIAL STATEMENTS 72 Consolidated balance sheet as at 31 December Consolidated income statement for Consolidated statement of comprehensive income 76 Consolidated statement of changes in equity 77 Consolidated statement of cash flows 78 Notes to the Consolidated Financial Statements 80 Company balance sheet as at 31 December 2012 of Ordina N.V. 132 Company income statement for 2012 of Ordina N.V. 133 Notes to the Company Financial Statements 134 List of group companies/principal associates 138 Indepent auditor s report 139 OTHER INFORMATION 141 GRI-index 142 Indicators 143 Contact details 144 Colophon 145 3

4 ABOUT ORDINA Who are we? 5 What we do 6 Our business model 6 Professional Services & Projects 7 Business Solutions 9 Consulting 11 Belgium/Luxembourg 12 Key figures 13 About this report 16 4

5 ABOUT ORDINA WHO WE ARE WHO ARE WE? THE DESIGNERS, BUILDERS AND MANAGERS OF THE DIGITAL WORLD Ordina is the largest independent services providers in the field of consulting, solutions and IT in the Benelux. We focus on the financial services sector, public sector, healthcare sector and a number of specific segments in the industry sector As the designers, builders and managers of the digital world, we have more than 2,900 employees who use their know-how and expertise on a daily basis to future-proof, rejuvenate and improve corporate processes and IT. Our strength lies in that fact that we can implement strategy and policies on the basis of real knowledge of our clients business, local laws and regulations, language and culture, and translate this from business into IT. Our aim is to team up with our clients to realise sustainable innovation, while keeping everything on a human scale. We focus on seven innovative themes to support the transformations our clients are going through: Big Data, Cloud Computing, Mobile, Social Media, Security, Smart Sourcing and Unified Communications & Collaboration. Ordina s head offices are in Nieuwegein. Ordina has several regional offices in the Netherlands, Belgium and Luxembourg. The company was founded in Its shares have been listed on the NYSE Euronext Amsterdam stock exchange since 1987 and are included in the Small Cap Index (AScX). Ordina booked revenues of more than EUR 400 million in

6 ABOUT ORDINA WHAT WE DO OUR BUSINESS MODEL OUR BUSINESS MODEL Ordina is an independent service provider that combines consulting, solutions and IT services in sustainable and innovative solutions, in close cooperation with our clients, partners and suppliers. We are the designers, builders and managers of the digital world. Working from specialised divisions for consulting, solutions and IT, we use our expertise to make sure IT works for our clients business. Organisation chart Ordina Group Professional Services & Projects Business Solutions Consulting Belgium/ Luxembourg 6

7 ABOUT ORDINA WHAT WE DO PROFESSIONAL SERVICES & PROJECTS PROFESSIONAL SERVICES & PROJECTS Professional Services & Projects is the largest division in our company. Ordina designs, develops, tests, implements and manages innovative applications for its clients. We provide our services on the basis of a variety of contracts: projects, application management, managed sourcing and outplacement. One thing all our contracts have in common is that we accept our responsibility and do our utmost to generate added value for our clients. SERVICES Ordina selects proven, market-leading technology to offer its clients only the very best, in both out-of-the-box solutions and customised applications. Our partners include IBM, Microsoft, Oracle and SAP. Our own IT professionals are the foundation of our technology expertise, together with a wide network of freelancers and our offshore and near-shore partners. Our own professionals operate from a number of centres of excellence. ORACLE SOLUTIONS Ordina has been a strategic partner to Oracle for 15 years. In 2012, we were once again named Oracle Partner of the Year. We are the Oracle market leader in the public sector. We have in-depth knowledge of the standard packages ebs, Siebel and JD Edwards. And obviously we have extensive expertise in Oracle Classic and we have won the Oracle Accelerate Award with our solution for the food market. SAP SOLUTIONS Ordina is one of the largest suppliers of SAP know-how. We are the obvious first choice as development and management partner for generic SAP applications. We offer clients in the public sector, industry sector and the financial services sector both market-specific and SAP know-how. Our expertise with SAP Banking & Insurance serves as the basis for our development of specific Banking & Insurance propositions in the financial services market. SOFTWARE DEVELOPMENT With 400 specialists, Ordina is a major service provider in tailor-made software development for businesscritical applications. We use Java, Microsoft, Open Source and Proven Technologies, including Cobol. We make targeted investments in innovation and know-how development to anticipate and respond to the rapid and continuing developments in these technologies. One notable result of these investments is the successful development of our activities in the field of mobile. APPLICATION INTEGRATION & MIDDLEWARE Ordina has all the specialist expertise it needs to integrate, connect and access old and new information systems. We use this know-how to extend the life of legacy systems that are often key source systems for our clients. Our professionals have extensive expertise in systems such as Sharepoint, SOA, WebSphere, Fusion, MW, BizTalk, rule-based business systems, databases, TIBCO and Salesforce. 7

8 ABOUT ORDINA WHAT WE DO PROFESSIONAL SERVICES & PROJECTS INFRASTRUCTURE SOLUTIONS New developments such as cloud computing, facilities for new flexible working practices and outsourcing are having a dramatic impact on the existing application landscape and corporate IT infrastructures. Our Infrastructure Solutions architects and engineers advise our clients on the best way to adjust to new developments. We assist our clients with services such as feasibility studies and provide support in the execution of change processes. We have a dedicated innovation team for cloud computing and our professionals have extensive know-how and expertise with Microsoft Azure, smart hosting and shared services centres. IT CONSULTING Our professionals know exactly how to make and keep our clients ever-more complex digital world transparent. Our strength lies in the translation of client and business know-how into IT architecture, IT organisation, innovation, IT returns, realisation (requirement management, project management and project management support), implementation and continuity (management). 8

9 ABOUT ORDINA WHAT WE DO BUSINESS SOLUTIONS BUSINESS SOLUTIONS Business Solutions combines business know-how with technical expertise. We develop solutions that create sustainable value for our clients. The division has four units, each of which focuses on a specific market segment or cross-sector theme. PUBLIC SECTOR AND HEALTHCARE Rule-based case systems Our Gov 3.0 solution provides accurate, integrated and transparent case handling of all internal and external processes for services to citizens at lower costs. Instead of document-focused and rigid working methods, this system creates a dynamic plan for each individual case. FINANCIAL MARKET Mortgages Ordina s ATvance Suite enables mortgage product and mortgage services providers to adapt quickly to changes in market demand and rules and regulations. At the same time, it ensures that they can continue to provide their products quickly and with consistent high quality. Wealth accumulation Ordina s Fundation Suite is a complete solution for wealth accumulation through fund investments and savings accounts. The solution automatically handles purchases and sales in units or currency for private or corporate investors, on the basis of one-off or periodic investments. Pension premium institutions We have developed a business model and a technical solution for setting up a Pension premium institution (Premie Pensioeninstelling, or PPI, in Dutch). A PPI is a Dutch organisation that manages pension schemes and accumulates pension capital without bearing the risk itself. Solutions for insurers Settlement of misleading policies We have the know-how and the technical solutions to help insurers in the correct settlement of what are now considered misleading unit-linked insurance policies (known as woekerpolissen in Dutch). They can identify excess fees charged on the basis of BPR charging benchmarks. Policy processing We have also developed a solution for the management of old policy administrations at much lower costs and reduced capital requirements. Using an automated processing service, we are able to process an enormous backlog of unprocessed data, such as divorce files. Anti-fraud We offer health care insurers an internationally renowned solution which uses pattern recognition to test claims for signs of potential fraud. WeCare WeCare is an omni-channel solution for providing financial planning advice to an organisation s own clients. The front-end is highly innovative: it uses various channels, such as an ipad, to provide the same superior user experience. For the development of this product, Ordina works with Distriplan, which provides the underlying calculation engine. Distriplan has been market leader in Belgium for many years. WeCare simplifies the dialogue with the end-consumer, provides new insights and encourages cross-selling. 9

10 ABOUT ORDINA WHAT WE DO BUSINESS SOLUTIONS INDUSTRY MES and AP&S We offer our clients in the industry sector expertise in the field of Manufacturing Execution Systems (MES) and Advanced Planning & Scheduling (AP&S). We have a particularly strong market position in Belgium and Luxembourg in this field. GENERAL SOLUTIONS Business Intelligence specialist: VisionWorks VisionWorks creates management information from the data available in or around an organisation via data warehousing and big data solutions. We make data accessible and usable via business analytics and dashboards and organise the customer s data flow in a Business Intelligence Competence Center. Effective digital solutions: Clockwork Clockwork is a partner with a 20-year proven track record in the field of online customer interaction, social media, mobile and conversion management. For our clients, Clockwork is the obvious partner to design, build and manage effective and efficient interactive applications to help clients realise corporate and brand objectives.. 10

11 ABOUT ORDINA WHAT WE DO CONSULTING CONSULTING The Consulting division advises clients on issues which may lead to reorganisations, better or more client-oriented processes or to improved cooperation between organisations and their clients and suppliers. Consulting is divided into a number of market-oriented and competence-oriented units. SOLUTIONS Consulting Public Ordina advises the (national) government authorities on how they can deliver an every greater social contribution at a lower cost level. The themes include: more effective cooperation in youth care, reducing the throughput time in the criminal justice chain, decentralising tasks and budgets from national government to provincial or local authorities, regional safety issues and local area development. The main themes of our solutions for the healthcare sector are client services and efficient business operations. Consulting Finance In the financial services market, we focus on risk management and compliance at banks, insurers and pension funds. We offer expertise in Basel III, Solvency II, governance and reporting. We also provide advice on and support in the implementation of more effective and efficient business processes for credit services, payment processing, securities services and insurance services. Consulting Industry We provide our clients in the industry sector with advice on business transformations, we assess IT landscapes, assist in the optimisation of operating processes or operational improvements and the execution of cost-cutting measures. We have clients in the telecom, carriers & mainports (transport and (air)ports), media and energy & utilities sectors. Customer Experience Ordina advises and supports its clients in the field of innovation and the development and implementation of online strategies. This also includes the efficient use of digital marketing and the effective use of social media. The customer journey is at the heart of this advice and support: customer experience, brand experience and customer information must be consistent. Security and Risk Management Ordina provides its clients with support in the implementation of risk management systems, so they continue to meet privacy regulations and safeguard their digital identity. We provide advice and assistance on the introduction of required measures against cybercrime and on how to safeguard business-critical infrastructures. Process and Chain integration We advise and support our clients in restructuring their processes on the basis of an integrated chain approach. We use process optimisations to make improvements in the logistics chain. The Lean Six Sigma training materials Ordina developed in-house are targeted specifically at the Dutch market and culture. We revitalise stranded ERP implementation projects and provide advice on the most suitable IT applications and can recommend and select packages. Business Architecture Business Architecture is essential when companies are implementing structured and forward-looking changes in products, processes, information flows and IT. We help clients in the restructuring of their organisation, by translating the organisation s strategy and targets into operating, process and information architectures and the related IT landscape. 11

12 ABOUT ORDINA WHAT WE DO BELGIUM/LUXEMBOURG BELGIUM/LUXEMBOURG Ordina Belgium/Luxembourg represents a powerful combination of technological expertise, business knowledge and perfect execution. We are the strategic IT partner for our clients in Belgium and Luxembourg. We transform their business requirements into concrete and efficient IT solutions. From start to finish and spanning the entire IT lifecycle. Ordina has a staff of more than 500 in Belgium and Luxembourg, divided across three business units: Enterprise Services, Business Solutions and Luxembourg. Our Belgian head offices are in Mechlin and we have additional offices in Hasselt, Belgium and in Windhof, Luxembourg. USING SYNERGIES Our ambition is to be a leading player in the local IT services market in Belgium and Luxembourg. The synergy between our activities in Belgium, Luxembourg and the Netherlands strengthens our position and ensures we have a dynamic relationship with our clients. And the exchange of know-how and expertise across the organisation means we can offer clients the required benefits of scale. THEMES Ordina wants its distinctive signature to be our business-focussed approach that centres on our business themes (operational excellence, risk & compliance and customer interaction) and our IT themes. We take an extremely proactive approach to the local IT market by offering concrete solutions, and a clear vision and approach. Ordina is market leader in SAP in Belgium with 180 experienced consultants. We help clients improve their processes and maximise the return on their investment in SAP. STRONG IN FOCUS SEGMENTS Our greatest strength in Belgium and Luxembourg is in the industry market. Ordina also targets public sector institutions and utilities companies with the innovation themes we invest in. Our ambition is to use our enterprising vision and approach to provide proactive support for our clients and realise sustainable solutions. MANUFACTURING EXECUTION SYSTEMS The use of Manufacturing Execution Systems (MES) allows our clients in the Industry market to optimise their investments in ERP. MES bridges the gap between business systems and production automation. An MES system provides control over the production process through the most efficient deployment of people, machines and materials. It supports improved decision-making during the production process and at the same time reveals where there is room for improvement. PLANNING & SCHEDULING Ordina s Advanced Planning & Scheduling solutions (APS) are the key to creating a solid balance between efficiency in production environments and the quality of the production. These solutions allow clients to implement the required improvements armed with data on both these aspects, even in the most changeable of planning environments. 12

13 ABOUT ORDINA KEY FIGURES KEY FIGURES Revenue* In millions of euros Recurring EBITDA* In millions of euros Profit for the year In millions of euros Number of employees (ultimo) In FTEs ,000 3,000 2,000 1,000 2,920 3, Recurring net earnings per share before amortisation of intangible assets due to acquisitions In euros Cash flows from operating activities and net investments In millions of euros Net cash flows from operating activities Net investments * From continued operations. 13

14 ABOUT ORDINA KEY FIGURES Breakdown of revenue by market segment 2012* As a % Breakdown of revenue by division* As a % Public/Healthcare Finance Industry 28% 31% 41% 9% 7% 17% 67% 10% 7% 17% 66% Professional Services & Projects Business Solutions Consulting Belgium/Luxembourg Recurring EBITDA margin 2012 versus 2011 As a % Market capitalisation In millions of euros % 1.9% 0.5% 7.3% 5.5% 4.4% 5.1% 1.7% 2012: 4.4% 2011: 3.8% Professional Services & Projects Consulting Q1 Q3 Business Solutions België/Luxemburg Q2 Q4 Equity and total net debt In millions of euros Revenue from long-term contracts* In millions of euros Equity Total net debt * From continued operations. 14

15 ABOUT ORDINA KEY FIGURES Share price movements 2012 In euros EUR EUR 0.97 J F M A M J J A S O N D (In euro millions, unless stated otherwise) Revenue EBITA recurring EBITA recurring EBITA margin as a % Net profit Net profit margin as a % Cash generated from operations Senior Net debt/adjusted EBITDA Equity Capital asset ratio Intangible assets Tangible assets Trade receivables (exclusive of VAT) as a % of turnover Average DSO (Days Sales Outstanding) Average number of staff (FTE) 2,938 3,147 3,839 4,461 Number of staff at year-end (FTE) 2,920 3,035 3,330 4,121 Number of shares outstanding at year-end (in millions) (In euro's) Per-share information Equity Cash generated from operations Net earnings per share Net earnings per share fully diluted Net earnings per share before amortisation of intangible assets due to acquisitions Recurring net earnings per share Recurring net earnings per share before amortisation of intangible assets due to acquisitions

16 ABOUT ORDINA ABOUT THIS REPORT ABOUT THIS REPORT ONLINE ONLY From 2011, Ordina has only published an online version of its annual report. We offer the information in html format to make it easier for you read and to make the information easier to find on the internet. Very importantly, publishing the annual report online also reduces our paper use, which is one of the sustainability goals for our business operations. You can also download this report, or parts of it, in PDF format. THE ROAD TO AN INTEGRATED REPORT In 2009, we started reporting on our sustainability efforts in our annual report. We view this performance as an integral part of our business operations and we are consciously incorporating more sustainability elements in our services. Each year we try to improve on our previous performance and to fine tune the data and reporting cycle for our non-financial performances. We do not yet have our performance verified externally. We report on 10 non-financial performance indicators that we have selected in accordance with the international guidelines of the global reporting Initiative (GRI) at C-level. You will find a clear overview of these in the GRI Index. FEEDBACK WELCOME We welcome any suggestions you may have for improvements to this annual report. Please send an to 16

17 STRATEGY Message from the CEO 18 Vision and position 20 Relevant developments 21 SWOT 22 Ambitions for the future 23 17

18 STRATEGY MESSAGE FROM THE CEO MESSAGE FROM THE CEO ON TRACK We have restored confidence in Ordina. This is shown very clearly by the fact that in the year under review we recorded a net profit, positive cash flow and improved margins. We also won some notable projects and new clients and, last but not least, we saw in a strong rise in employee engagement. We saw some encouraging developments in turnover across the four quarters of 2012, and the decline in turnover is levelling off. We made some fairly drastic adjustments to our activities in Belgium and Luxembourg last year. And we remain firmly focused on cost controls. We are cautious when necessary and invest where it matters, such as in new propositions and services. But we also invest in training and education for our employees. The designers, builders and managers of the digital world. A world in which IT serves people and companies and where there is always room for the human element. Greater employee engagement in the company Our professionals are our innovative strength and our ambassadors. We believe it is crucial that they work for Ordina with passion and pride and make every effort to make the difference for our clients. In 2012, we saw a strong increase in motivation among our employees. This shows that we are on the right track in sharing our strategy, our successes and our challenges with our people. And the fact that this is appreciated is clear from the results of the Effectory/VNU Best Employer study. In the category companies with more than 1,000 employees, Ordina booked the fastest rise in employee engagement in Close to our clients As a company, Ordina wants to be close to its clients and innovate as a team. As an independent, local service provider, we are close to our clients, we are approachable and we are effective. To give just one example, the members of Management Board are directly involved in projects for our largest clients. In 2012, we continued to strengthen the commercial side of our office network in the north, east and south of the Netherlands, and in Luxembourg. This regional approach, close to our clients and close to where our employees live, is a powerful differentiator and helps us forge closer ties with our clients and with our employees. We see these as long-term relationships. Investments in innovation themes Ordina s driving ambition is to offer our clients future-proof solutions on the basis of our know-how of information technology, the business of our clients and laws and regulations. We act as an innovation partner to our clients. The innovations we are choosing to invest in are our response to the strategic issues organisations are now facing. This can be how to make the most effective use of social media, cloud computing or mobile and how to incorporate these in their organisations. But it could also be issues such as how rapidly developing technologies affect solid information security. Ordina wants to answer these questions together with its clients. Our aim is to facilitate future-proof innovation through targeted investments in new propositions and services in Big Data, Cloud Computing, Mobile, Security, Social Media, Smart Sourcing and Unified Communications & Collaboration. 18

19 STRATEGY MESSAGE FROM THE CEO Commercial successes We booked a number of successes in 2012, including the development of various excellent solutions for Mobile. Our Big Data and Social Media specialists also played a part in unravelling the mysteries around the out-of-control Project X party in the northern Dutch town of Haren and in the security around large events such as Amsterdam s Gay Pride event. Our ambition is to forge long-term relationships with our clients and we saw some excellent examples of this last year in the multi-year contracts we closed with the Dutch National Archive and the Dutch National Education Inspectorate, plus the extension of our OBT contract with Rabobank. We look back on 2012 as the year in which we used our focus on our markets, our clients and our employees to put us firmly back in the black. We celebrate our successes and actively engage our employees in the strategic course we have set out for our company. We took the first steps in 2012, but we still have a fair way to go to improved profitability and growth. Stépan Breedveld CEO Ordina 19

20 STRATEGY VISION AND POSITIONING VISION AND POSITIONING Ordina believes things can be different. That they should be different. The way ICT is put to work in practice is very different from how IT could work. We see real potential for improvement in this field, and we want to make it happen. The pace of change is constantly accelerating. This makes new demands on organisations and government authorities. They need to change more quickly, but the roads to change are often not clear today and outdated by tomorrow. Real sustainability requires innovation, flexibility and transformation. IT can play a key role in making this happen. IT can reduce costs, raise service levels, help acquire customers and safeguard compliance. IT can help get the very best from people and at the same time make sure that people remain available for work or self-sufficient. The key issue is that IT does not revolve around systems but around transformation. Practice has proven that this complexity is difficult to organise if client and service provider are working on opposite sides of the equation, rather than side by side. And certainly if cooperation is all about juicy contracts and lacks of transparency. NEARBY AND APPROACHABLE Ordina is a Benelux service provider. Our clients are nearby, and we come across each other on a regular basis. That is exactly why we take a future-oriented approach to our clients; we want to be able to look them in the eye in the future, too. Ordina wants to put the human factor back in IT. And this applies to the projects we take on and the transformations we help initiate, organise and launch. But also to the way we cooperate and the way we deal with people. We want to innovate as part of a team, and make operating processes and IT work for people, clients and their businesses again. COOPERATE ON CHANGE To Ordina, cooperation is a process rather than a project. We want to work side by side with our clients, in projects, but also physically. We prefer to work with our clients rather than simply for them. This is why we operate regionally. We choose to work with clients for whom knowledge of the local market is valuable for the processes and systems they use. LEARNING FROM AND WITH OUR CLIENTS We know the market, but we also often know how to apply this knowledge effectively, to learn with and from our clients and together develop the solutions they need. This is why Ordina combines IT with consultancy. Because we know that change (improvement) is the end, not the means. BEST IT EMPLOYER We will be the best IT employer. By giving our employees freedom and encouraging initiative, we are creating a culture of enterprise. We are a flexible organisation. We give our clients advice on how to use and take advantage of major developments in IT. And we are driven by qualities that set us apart: enterprising, inspiring, cooperation-focused, development-focused and engaged. 20

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