Investor Presentaiton

Management Controls: Risk Management Drivers & Controls SPEND equity CLAIMS OPERATING COSTS Driver Backlog Ineffective Inappropriate Spend Inefficient Exception Manage SLA Failures Segregation Reporting Resource Increased Of Duties Performance Spend Supply Chain Monitoring Impact Management Business Continuity Risk Logs Practices & Increased Overtime Counter Fraud Audit - Internal/External / Departmental Procedures Control Lloyds' / FSA Training Complaints Objectives & Development/ ISO Accreditation Low Motivation High Resolution Complaints Data Staff Surveys Poor Protection Reputation Customer Surveys Health & Safety Poor Service CUSTOMER Lost Retention SLA High Failures Turnover/Absence Low Productivity Ineffective and demotivated Staff PEOPLE 22 22

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