1. Talecom from BT. Talecom from BT. Service Definition

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1 1. BT is working with Talecom to provide a field force automation solution comprising of a number of core components which are combined to deliver specific mobile solutions across the organisation. These are under-pinned by a layer of services which manage the synchronisation of data and integration between back office systems and mobile devices. Wireless Delivered mobilises field workers, taking existing paper based processes away and converting them into mobile applications, making users more efficient and far more productive. Wireless Delivered is provided with an instant return on Investment, No capital expenditure, just a simple fixed monthly fee, with all development costs included for the lifetime of the contract. Wireless Optimum is a mobile application that can help improve driving behaviour instantly. Detects Harsh Acceleration, Harsh Braking and Harsh cornering, providing instant feedback to the user and instant feedback to the back office also. Save over 20% on fuel bills, reduce accidents and save on service costs, tyres and brakes. Optimum is available on all major operating systems. Pulse Lone Worker is a mobile application that protects your most valuable assets your employees, when they are working alone or in hazardous environments, Pulse keeps them in constant contact at all times, ensuring compliance with current legislation. Pulse is available as a standalone or bolt-on product to Wireless Delivered, available on All major operation systems. Mobile communications have transformed our lives. The benefits smart phones or mobile devices bring to consumers haven t been translated into business services at the same pace. For customers this can represent a frustrating or incomprehensible lack of service. For businesses the failure to embrace new mobile communications solutions can render them less effective, less efficient, more expensive to run, less green and less able to look after their workers. Fortunately mobile solutions to transform business exist. From better appointment scheduling to tracking lone workers. From cutting out tedious paperwork to helping with vehicle performance analysis. Major telecoms players such as BT have shown just how effective the right mobile strategy can be by rolling it out to their own workforce. Now BT and others are using their experience to do the same for organisations of all sizes. Innovative software providers are developing increasingly sophisticated ways to measure, monitor and track workers and assets. And hardware producers are incorporating the best features from the consumer market and making them relevant to

2 business services. Proven to work in many different industries, saving time and money, improving efficiencies and the security of operations. Features Simple to use touch screen application removing the need for inefficient paper based systems Follows existing processes for easier adoption by users Easily integrated into existing back office systems and software Instant status on mobile workforce to and from the handset giving real time visibility to all internal departments Verify vehicle checks have been completed at the start of each day Tracking ability and one touch navigation providing further efficiency of resources Streamline your business and improve service to your customers Key Performance dashboard built in for Management Reporting Improved data capture and quality of service reporting All jobs are managed on a powerful Hand held PDA Dynamically reschedule at the touch of a button Ability to have multiple applications on one device Real time proof of delivery and signature capture Benefits to the business Real time data capture for quality and performance reporting enabling you to deliver live KPI information No changes to existing processes Faster and efficient invoicing resulting in improved cash flow Customer signatures are captured automatically Real time visibility of resources providing more effective workforce utilisation and increased productivity Streamline your business and improve service to your customers Instant return on investment Improved efficiency for internal and external customers Full and easy integration into existing backend software despatch systems No capital outlay, just a fixed monthly fee All changes to the application are included for the lifetime of the contract The range of opportunities for mobile communications to improve business efficiency and service is highly diverse. Solutions compromise: A field worker and/or vehicle with a connected mobile device Software that performs a business process or need A back office system or central control system that helps ensure the efficient running of the business systems from a central point (usually head office). There are three main areas where mobility solutions make an impact: 1. Moving paper to PDA. By removing tedious paperwork from field workers and replicating the process on a PDA, businesses can cut down on needless entries, wasted journeys, missed appointments. Not only does this remove paper from the equation but the process is handled in real time, and integrated with the back office.

3 2. Tracking. While many businesses use Sat Nav and its associated features, new mobility solutions bring a whole new dimension to tracking and telemetry (remote measuring and reporting). In the one device, businesses can track the vehicle and the user, look at driving behaviour, improve fuel efficiency and analyse vehicle performance. 3. Lone worker. Looking after your most valuable asset, your people, has never been easier. New lone worker mobile solutions monitor behaviour, track movement and launch an emergency response. With Duty of Care and Corporate Manslaughter legislation they ve become crucial to many businesses. Pricing This is from 55 per user, per month including device for a minimum of 40 users over a 2 year term. For this you will be able to get an entry level device supplied by BT plus the software. The more expensive the device, the higher the monthly fee dependant on device model. This price is exclusive of VAT

4 2. Integration The solution has been developed with ease of integration at the forefront of our minds. Delivering the mobile application is only half the project, the job data needs to be passed to the field worker and then as updates occur, back to your internal systems. The Wireless Delivered platform provides flexible support for integration to you back office systems even allowing multiple systems to be aggregated together before the job data is passed to the field worker. The Integration Server uses a defined set of staging tables that provide a clean isolation boundary between your systems and the platform. This defined data boundary has a number of advantages: Simple isolated testing ensuring the system and any future upgrades are working as expected. Doesn t force a lock in with your existing back office giving you the flexibility to change your back office if needed. Simplifies the support process when dealing with field users. The staging tables can be exposed directly however it is more usual for us to provide a Web Services layer on top of the staging tables to integrate with your systems. Alternatively, CSV files are still a common transfer mechanism and we can provide a service that imports/exports to these, either directly on a file system or via a local or remote FTP link. Back Office Support It is possible that you don t have an existing back office, or that the back office you have is not capable of directly controlling the field workers. In this scenario we can provide back office functionality via Web Applications that give you a complete system. If you need to re-create your paperwork we can provide PDF generation customised to match your existing forms. The system can these to customers or if required you can print them and post. If your back office manages the job data but is not able to manage the field workers we can provide a planning tool that allows you to assign jobs to your field workers and to track the progress of the jobs throughout the day. For larger deployments this can be linked to or driven by off the shelf automatic scheduling tools to ensure the most efficient distribution of jobs over your field workers. We can provide operational dashboards showing how your mobile workers are progressing throughout the day and can provide integration to your corporate reporting system for management dashboard and long term KPI tracking.

5 3. On-Boarding / Project Implementation Description Deployment We provide full device handling from asset logging to staging to end user delivery. Your devices will be delivered to us where we will: Provide full asset logging of the devices and appropriate sub-assemblies. Ensure allocation of SIMs where required. Provision the system to the devices (Device Settings/Lockdown/Loading of application/loading Navigation/Device management software) Test all units prior to delivery. Deliver Units ready for training or deployment. Device Management Talecom use device management technology installed on devices enhancing the end user support experience. Using device management software means the support team can remotely configure, control, update and monitor devices without the need to continually request unit returns from the field. With the software the support team can: Perform remote diagnostics to identify device issues in real-time View the users device screen and take screen captures Take control of the device for troubleshooting With the ability to easily troubleshoot user problems issues are managed more quickly and efficiently resolved keeping your staff operational. The management software also includes time based trending allowing us to determine risks and handle future problems before they impact. Linked to this is the ability to provide this trending information at the application level as well.

6 4. Training Project Life Cycle With a 10 year success record in delivering wireless mobility solutions Talecom has a proven track record of project implementation and deployment. Rational Unified Process At Talecom we use the Rational Unified Process as the framework for the delivery of your mobile solution. The first stage is to understand your high level needs and create a Vision document that is signed off as a statement of project scope and business needs. From that the technical team involvement will result in the creation of a number of key jointly approved documents that frame the detail of the solution and ensure a common shared view on the end result. These documents include documents such as: Technical specification User Interface specification Integration Specification Database Design Following the development and testing of the solution the system is piloted with a number of users selected with you. Once this pilot has been signed off as successful the go live rollout is scheduled. Training Our approach to training is based on train the trainer full onsite training to key users determined by the customer project team. As the Wireless Delivered applications follow the existing paperwork and business process user adoption is seamless. We will work with your trainers to create an end user training package that joins the mobile application with your other processes. We will then support the onsite trainers through the Go Live process, beginning with training sessions in classroom environments, application users are exposed to the system, the process and functionality. Your staff can be mobilised immediately following the training session back into the field. GoLive Material As well as developing the training material with your team we will also create custom user guides for all of your field workers, tailored to the application, process, environment and even location of the end users. The user guides are packaged for the field workers as quick reference cards and guides covering the entire operation, not just the mobile application. We also create self-support material, and identified Key users are provided all the tools and basic support knowledge for completion of user training sessions and can expect full support from the Talecom team both on and off site.

7 5. Disaster Recovery System Support Getting your field workers mobile is only part of the task, once the system is deployed you need to keep them mobile. Core to the success of implementing and supporting mobile solutions is the provision of an experienced support centre that focuses solely on mobile solutions. At Talecom we provide all the support services you need to keep your workers active and ensure you get the maximal return on your investment. We have been supporting mobile workers for over 10 years and understand the challenges that your workers will face from on the go training to coverage issues to vehicle swaps. Included Cover Our standard support package, included with the Wireless Delivered licence, provides industry leading business hours support. Working directly with your onsite mobile team leaders we will ensure that any day to day operational issues are swiftly resolved. These issues typically range from coverage / connectivity to application usage questions and hardware assistance. We also provide management of third parties on your behalf, for example dealing with your network provider to ensure that you have the right SIMs to the right people. We also provide a central point for your hardware and if needed will manage device returns for accidental damage and other service requests. The support team are also your interface to the projects and development teams for any in life changes you need to the application and will subsequently manage the role out of the implemented change to your workforce. Support Options Additional levels of support are available as standard packages or as bespoke options. We can provide extended hours support if your working day is greater than 09:00 to 17:30, extending to 24 7 for continual cover if required. We can provide separate levels of cover for the mobile infrastructure, for example providing business hours on the application but providing 24 7 on the server infrastructure and software. Enhanced device warrantees are available from all the device vendors and we can adjust our package to dovetail with your required hardware package giving gold stock management and replacement device services before 9AM the following day.