Pricing Trends and End of Contract Benchmarking. October 29 th, 2015

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1 Pricing Trends and End of Contract Benchmarking October 29 th, 2015

2 Introductions Howard Davies Managing Director, Alsbridge 25+ years of industry experience Responsible for Alsbridge s global benchmarking practice Bachelor of Science in Mathematics, Operational Research, Statistics and Economics from University of Warwick Chris Pattacini Managing Director, Alsbridge 20+ years of experience in IT outsourcing & benchmarking Patent author for ProBenchmark s benchmarking methodology MBA from Rensselaer Polytechnic Institute Bachelor of Science in Mathematics from the University of Connecticut 2

3 Agenda About Alsbridge and ProBenchmark Basic end-of-contract considerations The impact of disruptive technologies on renegotiation strategies Recent developments in benchmarking capabilities Applying benchmarks to emerging technologies such as cloud and Robotic Process Automation Review of ProBenchmark data 3

4 Alsbridge and ProBenchmark Overview Quick Facts A part of Alsbridge, ProBenchmark provides project based and SaaS benchmarking to support sourcing strategy and execution Patented market pricing methodology parametric model with instant results Comprehensive sector coverage, including financial services, manufacturing, retail, and government Over 1,500 tower service contracts (ACV <$1m to >$1bn) analyzed in last 2 years No individual provider or client data ever shared 4

5 Basic End-of-Contract Considerations Renew, rebid, renegotiate or repatriate Do we sign on for more of the same? We re satisfied, but compared to what? What might we be missing? Should we renegotiate with the incumbent? Does it make sense to explore alternatives? Is changing providers worth the cost, complexity and risk of transition? Is taking services back in-house an option? Disruptive technologies add a significant level of complexity to these questions 5

6 Disruptive Technologies and Renegotiation Cloud, Autonomics and Robotic Process Automation (RPA) are gamechanging technologies. New operating models make apples-to-apples comparisons difficult. Need to consider long-term implications, costs and risks of implementation, training, etc. Is benchmarking still relevant here? 6

7 Evolving Benchmark Capabilities Traditional benchmarks had significant shortcomings: Slow, expensive and historical Limited to discrete service towers Contentious client vs. provider interactions Recent developments and enhancements: Automated data collection and analysis capabilities Heuristic modelling, forward-looking scenario planning and transparency Assessment of new technologies increasingly feasible 7

8 ProBenchmark Data on Autonomics Autonomics/RPA Impact Requires Transformation Software license fees System deployment and configuration Knowledge transfer Reduction for existing tool replacement Training Before Automation After Automation Level 1 Level 2 Level 3 Automation 8

9 Areas Benchmarked Infrastructure Services Application Services Telecom Services Hardware & Software Business & Shared Services Cloud / Hosting Desktop & Service Desk Data Center (Mainframe, Server, SAN) Managed Printing Network Device Mgmt. Development Maintenance Support Voice / Data Access services Mobile, Desktop, Server Database & Applications Finance & Accounting Human Resources Call Center Industry Verticals Americas EMEA Asia/Pac 9

10 Market Trend Summary Increased adoption of Virtual Desktop Infrastructure (VDI) allows for improved benchmarking analysis When incorporated, Intelligent Process Automation (IPA) continues to be used to significantly reduce labor costs for Service Desks, Storage, Backup, Server, and Telecom Mainframe implementation of zos-v13 potentially lowers software costs significantly Cloud providers continue to evolve capabilities and pricing mechanisms causing disruption to tradition server and storage contract structures Storage and Backup technology advances provide better service, lower costs, and more efficient consumption Applications rates continue to remain steady or decrease due to blending costs across Tier 1 and Tier 2 cities as well as various countries Telecom transformation projects enhance capabilities while lowering costs for clients FAO market still more inefficient than ITO with potential cost savings available from a competitive mix of providers 10

11 Annual Price Trends for Newly Signed Contracts Tower Forecasted Annual Price Trend (Services Only) Notes Desktop Declining: 3-6% Support effort continues to move to Service Desk Service Desk Increasing: 3-7% Increased incident complexity driving unit rates up Network Declining: 2-6% Server Declining: 4-8% Storage & Backup Declining: 7-11% Mainframe Declining: 4-8% Application Rates Declining: 5-10% Telecom Declining: 6-11% Use of advanced technology by vendors provides increased automation, enhanced security Clients continue to move portions of the estate to lower cost, standardized solutions (virtual/cloud) Demand for storage & backup increases, as unit rates decrease, and offerings expand Fewer contracts continue to include mainframe services, mostly labor only solutions Clients and providers alike are looking to Managed Services solutions to mitigate inflation pressure Clients continue to negotiate lower unit costs, adopt new technologies and consolidate services 11

12 How Contracts Get Out of Market Over Time The table to the right contains the market price decrease as compared with the typical forward price decrease found in most outsourcing contracts Most contracts have rate decreases that are less than the market due to forecast uncertainty in the out years Tower Annual Market Price Decrease Typical Annual Contract Price Reduction Network 2-4% 1-2% Server 3-5% 2-3% SAN 13-18% 4-6% Because the typical rate of decrease in individual contracts is less than the market, individual contracts tend to become out of market over time The chart to the right shows how over time, an individual contract can move out of market Because of this, it is not uncommon for individual contracts to be 10-15% out of market, even after just a few years 12

13 Service Scope/Complexity Desktop Service lights Trends continue: Competitive pricing pressures from providers seeking revenue growth Remote support used to resolve increasing number of applications conflicts Hardware purchase price continues dropping by 8-10% per year for corporate purchases Continued mobile device support needed in the workplace Virtual Desktop Infrastructure (VDI) Increased adoption within our client base Delivery of VDI box/image combined with server infrastructure configurations Pricing trends allow for benchmarking Remote Desktop Solution Service Levels Market Map Full Service Desktop Offering Year-on-year price change Services *Desktop delivery for HW only includes a fractional (refresh) impact of HW purchase price. Services + HW* Last 12 months 3-5% decrease 5-9% decrease Next 12 months 3-6% decrease 6-10% decrease Contract YoY 2-4% decrease 3-5% decrease 13

14 Service Scope/Complexity Service Desk Market lights Continuing a recent trend, service desk unit pricing is increasing slightly more than previously predicted by ProBenchmark When incorporated into client environments, Intelligent Process Automation (IPA) significantly reduces number of contacts and labor effort To a lesser degree, BYOD trends increase contacts to the service desk er unit prices caused by: Reduced contact volumes Increased complexity of users problem profiles due to pervasive self-help Increased complexity of contacts requiring human intervention require higher skill levels Recovery of higher vendor investment in software and tools (fixed vs. variable cost) Dispatch Typical Service Desk Service Levels Market Map Year-on-year price change Services Service Management Compliant (SMC) Services + HW Last 12 months 2-6% increase N/A Next 12 months 3-7% increase N/A Contract YoY Flat N/A 14

15 Service Scope/Complexity Mainframe Market lights Watching trend for potentially lower software costs due to z/os V13 Mid-sized clients continue to migrate mainframe application to server tower, reducing consumption of mainframe services Market Map Industry Specific Solutions Large insurance, financial services, travel, and manufacturing companies account for most remaining operations For many transactions we see today, clients retain hardware and software ownership, and purchase FTE based labor/support services from outsourcing providers Typical Mainframe Solutions Service Levels Year-on-year price change Services Services + HW/SW Last 12 months 3-7% decrease 3-7% decrease Next 12 months 4-8% decrease 4-8% decrease Contract YoY 2-4% decrease 2-4% decrease 15

16 Service Scope/Complexity Server Market lights When incorporated into client environments, Intelligent Process Automation (IPA) significantly reduces labor effort Cloud services continue to disrupt traditional server price structures Standard Servers Market Map Premium Servers Additional service added to cloud make offering more competitive with tradition server Virtual Servers Standardized platforms driving modifications to client applications Continued downward pressure on unit pricing Public & Private Cloud Growing! Hardware purchase price continues dropping by 8-10% per year for corporate purchases Service Levels Virtual server complexity is increasing, which allows for greater market coverage (see market map) Year-on-year price change Services Services + HW* Last 12 months 3-7% decrease 3-7% decrease Next 12 months 4-8% decrease 4-8% decrease 16 Contract YoY 2-4% decrease 2-4% decrease *Server delivery for HW only includes a fractional (refresh) impact of HW purchase price.

17 Service Scope/Complexity Storage & Backup Services lights When incorporated into client environments, Intelligent Process Automation (IPA) significantly reduces labor effort Dropping unit prices feed increased demand: Market Map Premium Storage ly regulated industries continue to increase disk for backup and retrieval services Big data analytics storage requirements increase usage Standard Storage Clients pushing for leading edge technology: Automated tiering to optimizes disk utilization across tiers Innovative solutions continue offering customers improved solutions (ex. flash storage and tapeless backups) Hardware pricing continues to drop by % per year 17 NAS Service Levels Year-on-year price change Services Services + HW* Last 12 months 8-12% decrease 10-15% decrease Next 12 months 7-11% decrease 8-12% decrease Contract YoY 3-5% decrease 4-6% decrease *Storage & Backup delivery for HW only includes a fractional (refresh) impact of HW purchase price.

18 Tactical Job Level Strategic Application Labor Rate Market lights While costs differ significantly between Tier 1 & Tier 2 cities in off/nearshore locations, most vendors do not differentiate unit pricing based on city location and provide blended rates India pure-play providers expand global reach and offset geo-political risks and invest in expanded global coverage in Latin America, Eastern Europe, The Philippines, and Africa Competition among countries has evolved with capabilities emerging in The Philippines, Vietnam, Egypt, South Africa, Brazil and Mexico Foreign exchange fluctuations continue to offset inflation The opportunity for most organizations is to source in different global locations based on price/value, and maintain market competitive staffing pyramids QA, Test & App. Support Offshore Location Market Map Programmer Project Manager Analyst Year-on-year price change (USD) Programmer Delivered from US Programmer Delivered from India Programmer Delivered from EMEA Contract YoY Architect Management Onshore 3-8% decrease 9-14% decrease 13-18% decrease Flat using COLA 18

19 Service Scope/Complexity Network Device Management lights Market Map Security points of demarcation with network services becoming less defined as managed security gains traction Use of advanced technology by vendors provides increased automation to optimize network usage, routing, and availability Increased scope for network services could potentially cause flattening or increasing unit prices in the future Pricing continues to mature for WAN / LAN appliances such as load balancers, optimizers, etc. Remote Monitoring Monitoring & Management (M&M) Service Levels Year-on-year price change Services Full Device Support (FDS) Services + HW* Last 12 months 3-7% decrease 3-7% decrease Next 12 months 2-6% decrease 2-6% decrease Contract YoY 1-2% decrease 1-2% decrease *Network delivery for HW only includes a fractional (refresh) impact of HW purchase price. 19

20 Telecom Pricing Trends 2010 APP 2014 APP % Decline 2015 APP % Decline Domestic TDM Voice $ $ ,8% $ % International TDM Voice $ $ % $ % Domestic Data $ $ % $ % Clients are continuing to focusing on network transformation to enhance the network capabilities while lowering their cost As pricing for traditional products continue to stabilize, clients are focusing on transformation of their networks which is allowing greater bandwidth without increasing cost 20

21 BPO Market - Price Trends F&A F&A rates dropped significantly in 2014, but have leveled off in 2015 The devaluation of Rupee that was one of the main factors behind the pricing dip in 2014 has tapered off There has been more renewal and midmarket activity that has not seen as aggressive pricing as we find in big deals with first time buyers This has been offset a bit by some deals that offered robotic process automation, but F&A has not seen a high level of RPA penetration yet. We believe RPA having a significant impact is likely in The FAO market is still more inefficient than ITO, with significant price variances based on competitive mix and advisor vs client lead deals. FAO year-on-year price change 8-10% annual decline, 9.8% two year Q FAO Prediction Relatively flat, with perhaps a small decline of 1-2% 21

22 Conclusions End of term provides an ideal opportunity to drive price improvements without the need to go to RFP Benchmarking can determine gap to market on like for like basis, but also the potential for further opportunities from technology deployment Automation is driving step changes in performance, both in BPO and ITO Modern benchmarking techniques speed up the process and take less client effort to conduct The opportunities span multiple delivery towers and geographic delivery options Benchmarking is not just about cost, it is about service quality too 22

23 Howard Davies Managing Director Chris Pattacini Managing Director Americas EMEA Asia-Pacific Corporate Headquarters Dallas Parkway Suite 200 Addison, TX USA Tel: +1 (877) Canada The Exchange Tower 130 King St. West, Suite 1800 Toronto, ON M5X 1E3 Canada Tel: +1 (416) United Kingdom 3000 Hillswood Drive Hillswood Business Park Chertsey Surrey KT16 0RS Tel: +44 (0) Germany Bahnhofsplatz Montabaur Germany Tel: +49 (0) India Alsbridge Advisory Private Limited 3 rd Floor Embassy Classic 11 Vittal Mallya Road Bangalore India Tel:

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