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Aegis_Sustainability_Report_ 2010


									Contact Information

Corporate Headquarters
Aegis Limited, Essar House, 11, Keshavrao Khadye Marg
Mahalaxmi, Mumbai 400 034, India
Tel.: +91 22 66601100, Fax: +91 22 2354 4490,
                                                                                                          Sr. No. Description                                         Page No.

                                                                                                          1       Message from                                             6-7

                                                                                                          2       Message from MD & Global CEO                             8-9

                                                                                                          3       About this Report                                        10

                                                                                                          4       Aegis at a Glance                                     11-13

                                                                                                          5       Management Team                                          14

                                                                                                          6       Our Business Overview                                 15-16

                                                                                                          7       The Aegis Sustainability Approach                     17-22

                                                                                                          8       Happy Employees

                                                                                                                  Labour Practices, Human Rights, Health and Safety     23-33

                                                                                                          9       Happy Customers
                                                                                                                  Product Responsibility                                34-39

                                                                                                          10      Happy Shareholders
                                                                                                                  Economic Sustainability                               40-45

                                                                                                          11      Happy World
                                                                                                                  Environment, Society, and Community                   46-56
External Assurance
                                                                                                          12      List of Abbreviations                                    57
We are convinced that external assurance brings credibility to the report and helps in enhancing the
quality and reliability of information provided therein. We also realize that objective feedback from a
                                                                                                          13      G3 Content Index                                      58-67
different perspective is vital in our quest for improvement in reporting.
This year, we engaged Ernst & Young to provide independent assurance as per ISAE 3000. Our key
material issues, policies, and processes were reviewed by the EY team.
During their interaction with the senior leadership they were given an insight into the strategy,
business approach, and alignment of sustainability in different functions.
We intend to seek external assurance for our future reports as well.
                                                                                                                                                                                                                                                                                       This strategic aim led to 15 acquisitions of varying sizes across the globe. In
                                                                                                                                                                                                                                                                                       2008-09 alone, when the global economy nose-dived, Aegis completed five major
                                                                                                                                                                                                                                                                                       successful acquisitions across three continents—a testament to our global vision,
                                                                                                                                                                                                                                                                                       financial stability, and a prudent M&A framework.

                                                                                                                                                                                                                                                                                       Soon, we plan to enter the Middle-East, Europe, and South America to increase our
                                                                                                                                                                                                                                                                                       host of delivery centers for clients to pick from and bring us closer to customers.

                                                                                                                                                                                                                                                                                       Besides expanding on a global scale, we continue to improve our internal systems
                                                                                                                                                                                                                                                                                       to be on par with the best in the world. This is evident in our various policies and
                                                                                                                                                                                                                                                                                       internal control systems for transparency, corporate governance, risk management,
                                                                                                                                                                                                                                                                                       group strategy, and business continuity.
                                              Message from Shri Shashi Ruia                                                                                                                                                               Message from Shri Anshuman Ruia
                                                                                                                                                                                                                                                                                       We have formulated our Group and Aegis’ sustainability policy and laid down our
                                              Chairman, Essar Group                                                                                                                                                                       Promoter Director, Essar Group
                                                                                                                                                                                                                                                                                       economic, environmental, and social objectives. We have identified certain material
                                                                                                                                                                                                                                                                                       issues that could affect the economic, social, and environmental performance and
I am very happy that Aegis—one of the youngest companies of the Essar Group—has             The people at Aegis bring an energetic dynamism and diversity to our Group. At                  Aegis has worked diligently on its carefully crafted strategy to achieve rapid growth      mapped those issues with the stakeholder’s concerns. This has helped us prioritize
embarked on an initiative to report on its sustainable practices for the enterprise. This   Essar, we wholly support and subscribe to the Aegis mission to create Happy                     despite facing global economic hurdles and being in a fiercely competitive industry.       issues that need our attention and identify areas for improvement in our business
marks a defining moment for Aegis in its efforts to meet its environmental and social       Employees, Happy Customers, Happy Shareholders, and ultimately work towards                     As Chairman of the Board, it is my responsibility to ensure that the growth of this        and sustainability strategy.
obligations. This effort resonates with the overall Essar philosophy of passion,            creating a Happy World.                                                                         company is guided by a conscience and a vision that encompasses the wellbeing of
                                                                                                                                                                                                                                                                                       We have also taken steps to evaluate how key stakeholder groups were having an
progress, people, and power for all our stakeholders.                                                                                                                                       our people and planet.
                                                                                            Along with our growing business, we wish to create a company that cares for its                                                                                                            impact on the organization’s performance and operations, which led to the
Over the last two decades, Essar has witnessed spectacular growth and visibility            customers and communities, which is at the very core of nurturing at Essar Group. To            The launch of the Aegis Sustainability Report is among our first steps in the right        identification of gaps in existing stakeholder engagement practices. We are
across the globe. Aegis has been one of our group companies propelling this growth          that end, I am glad that Aegis has taken this remarkable step and I feel proud and              direction. By keeping a close eye on our social and environmental impacts, we wish to      implementing procedures to manage and oversee these practices more closely.
across cultures and continents in a very short span of time. This has been achieved         happy that they are building a sustainable enterprise.                                          ensure sustainable development and contribute to a holistic rise of fortunes. This
                                                                                                                                                                                                                                                                                       Sustainability across the dimensions of economics, society, and environment is
through growth across multiple geographies encompassing customer life cycle                                                                                                                 report is a public indicator of our ongoing commitment to the management,
                                                                                            The path from here on is resonated in the ethos of Essar Group, “Let's Begin,” and its                                                                                                     now a priority for Aegis. We will continue to monitor the global regulatory climate to
management, technology services, process engineering, and outsourcing shared                                                                                                                monitoring, and reporting of our business practices from the sustainability perspective.
                                                                                            key message that every achievement is not an end but the beginning of a new                                                                                                                ensure that we adopt appropriate practices and strive to achieve more than just
                                                                                            journey.                                                                                        Aegis is now among the select few companies in India to release a sustainability           mere compliance. We are and will continue to remain a major corporation with a
Throughout this growth, I am pleased to acknowledge that Aegis continues to retain                                                                                                          report and move beyond the merely economic dimension of growth. Over the years,            conscience.
                                                                                            By releasing its first sustainability report, Aegis has set the ball rolling. More is sure to
its core values, remain an inclusive organization, and its team members across the                                                                                                          we pursued growth strategies that we believed were in the best interest of our key
                                                                                            follow.                                                                                                                                                                                    Let’s begin!
globe are exhibiting an admirable commitment to social and environmental                                                                                                                    stakeholders. We intend to integrate even closely with our clients by managing their
responsibilities.                                                                           Let’s begin!                                                                                    entire consumer interface across the spectrum of business processes and customer
                                                                                                                                                                                            lifecycles. Our mergers and acquisitions strategy was primarily oriented towards
                                                                                                                                                                                            gaining new delivery and solution capabilities or to augment existing ones and
                                                                                                                                                                                            expand into new geographies.                                                               Anshuman Ruia
                                                                                                                                                                                                                                                                                       Promoter Director, Essar Group
                                                                                            Shashi Ruia
                                                                                            Chairman, Essar Group

  6                                                                                                                                                                                                                                                                                                                                                                      7
                                                                                                                                                                                     At Aegis, we believe       At Aegis, we believe that relationships are built not on      Happy World has partnered with local and international philanthropic institutions to
                                                                                                                                                                                     that relationships are     the foundation of contracts but on shared experiences.        maximize the reach of happy experiences across the globe.
                                                                                                                                                                                        built not on the        This approach encompasses our entire range of service
                                                                                                                                                                                                                                                                              Looking Ahead
                                                                                                                                                                                         foundation of          solutions that we offer to our clients—from managing
                                                                                                                                                                                                                their business and customer experiences through our           We are entering the global stage as a formidable player in the Enterprise Services
                                                                                                                                                                                        contracts but on
                                                                                                                                                                                                               BPO offerings, through enabling business experiences           market. However, we wish to continue our sustainable growth trajectory and explore
                                                                                                                                                                                      shared experiences.
                                                                                                                                                                                                               through technology services, to extending the seamless         new geographies that will be strategically placed in our global footprint.
                                                                                                                                                                                   business experience through our shared services offerings called E-GLOSS                   One of the features of our expansion model is to expand globally by growing locally
                                                                                                                                                                                   (Enterprise Global Shared Services).                                                       We tap local markets in local geographies to provide more job opportunities to the
                                                                                                                                                                                   From the moment we begin an engagement with a prospective client, we remain                local population, build cost-efficient operations, and hedge most of our business
                                                                                                                                                                                   committed to understanding their needs and tailoring our solutions to specifically         operations naturally against currency fluctuations.
                                                                                                                                                                                   meet those needs. This customer-centricity has earned us client tenures in the range       Effective attrition control is another challenge we envisage and we have built
                                                                                                                                                                                   of 5 to 15 years, which have remained consistently above industry averages. Today,         mechanisms to reduce the same. Having said that, our leadership attrition rate is
                                                                                                                                                                                   more than 135 clients trust Aegis to manage the experiences of their customers and         among the lowest at only 2 percent annually; nevertheless, we will continue to focus
                                                                                                                                                                                   their brand equity.                                                                        on hiring, training, and retaining our talent.

                                                                                       Message from Mr. Aparup Sengupta                                                            As an affirmation of our efforts, Aegis has witnessed phenomenal growth over the           As we grow, our sustainability efforts will continue to run along the Happy Experiences
                                                                                       Managing Director & Global CEO                                                              past few years despite the recent global economic recession. In 2009, we                   paradigm to ensure holistic and truly sustainable socio-economic growth for all
                                                                                                                                                                                   successfully completed three acquisitions in South Africa, Australia, and Sri Lanka.       stakeholders. The governance of sustainability is among our top priorities this year.
                                                                                                                                                                                   Since 2004, we executed more than 15 acquisitions across the globe, many of which          We have instituted an independent board of directors—becoming one of the few
As a global outsourcing services prov.ider, Aegis is committed to creating an                   We think of        commitment of—and would eventually benefit—each of the
                                                                                                                                                                                   have been fairly significant ones involving large deals and thousands of employees.        private group companies to have an independent board—from diverse fields and
unparalleled experience in business operations, employment, and customer service.             our employees        parties in the cycle. Thus, each party in the cycle is
                                                                                                                                                                                   Considering a significant mergers & acquisitions rate of failure in the industry, we are   cultures to oversee the ethical and sustainable growth of this organization.
Since the IT and outsourcing industry is predominantly a people-centric business, at        as growth partners     inseparably linked to the success of the other, and together,
                                                                                                                                                                                   particularly proud of this achievement.
Aegis, we believe that the experiences we deliver can strongly influence key                  for prosperity.      they contribute to the whole that is Happy World.                                                                                                          The details all of the initiatives above are spelled out in the pages of this report. I hope
decision-making moments for our clients, customers, and employees.                                                                                                                 Our growth has propelled our revenue figures from only USD 0.9 million in 2005 to          you find our first Sustainability Report an indicator of even greater commitment to our
                                                                                                                  Over the years, Aegis has taken various growth measures to
                                                                                                                                                                                   more than USD 500 million today, and we aim to reach the billion dollar figure in the      responsibility as corporate citizens. We look forward to receiving your feedback on
Therefore, throughout the spectrum of business operations, employment, client              move from being a humble organization of only six employees to over 38,900 today.
                                                                                                                                                                                   short term with more than 50,000 employees. This “Return on Equity” experience for         this report to help us maintain the high standards of reporting in the years to come.
servicing, product quality, and shareholder value-generation, Aegis recognizes and         Approximately 2,225 new employees join Aegis every month. This remarkable growth
                                                                                                                                                                                   our shareholders has been possible through a rational, sustainable, and efficient
amplifies the human side of the equation, to ensure that we become not merely an           in employee strength is not geographically concentrated to any one region, but is                                                                                                  Let’s begin!
                                                                                                                                                                                   management of all classes of assets.
outsourcing services provider, but a generator of happy experiences.                       spread across our locations around the globe, encompassing various cultures and
                                                                                           languages.                                                                              Beyond business, we have provided our employees with a platform to concentrate
It is this comprehensive socio-economic perspective, which takes into account our
                                                                                                                                                                                   their philanthropy towards specific goals or targets so as to maximize its impact and
stakeholders as well as the larger communities in which we operate, we summarize           With about 18,000 hours invested in training and onboarding new employees every
                                                                                                                                                                                   unleash progress. The Aegis Happy World Initiative addresses the social and
as “Happy Employees, Happy Customers, Happy Shareholders, and Happy World.”                month, we encourage our people to participate, learn, grow, and unleash prosperity
                                                                                                                                                                                   emotional experiences of our employees within our larger communities.
                                                                                           for themselves and within their communities. We consider our colleagues as growth
Instead of casting any of these individual elements into a hierarchical structure of                                                                                                                                                                                          Aparup Sengupta
                                                                                           partners for prosperity and aim to nurture an intimate family of employees who share    The goals of Happy World are structured along the principles of Healthier Planet,
importance, we recognize the dynamic and reciprocal nature of these relationships                                                                                                                                                                                             Managing Director & Global CEO
                                                                                           common experiences and values that reflect a global and inclusive attitude.             Happier People, and Inclusive Progress for all, which are further articulated through
and view these stakeholders as existing on a cyclical continuum of importance, where
                                                                                                                                                                                   specific calls to action. Since 2008, we conducted more than 80 community-specific
a sustainable, long-term, and profitable business approach would require the
                                                                                                                                                                                   activities across the world, ranging from blood donation drives and fundraisers for
                                                                                                                                                                                   cancer patients to visits to orphanages and old-aged homes.
  8                                                                                                                                                                                                                                                                                                                                                                   9
About this report                                                                         Aegis at a Glance                                                                           Our Pedigree
As Aegis expands its presence across the globe, we face new challenges and new
                                                                                          Our Vision                                                                                  Aegis is part of the Essar Group - a large, dynamic, and international conglomerate
environments that require continuous evalutions of processes and practices.                                                                                                           with a balanced portfolio of assets in the diverse manufacturing and services sectors
                                                                                          At Aegis, it is our vision to constantly innovate in order to have superior execution for   of steel, energy, power, communications, shipping ports and logistics, realty, and
We approach sustainability reporting as a useful tool in forming a comprehensive          our clients, thereby creating wealth for all stakeholders.                                  construction.
perspective on our organization’s position, progress, and activities with regard to
                                                                                          This vision is further articulated through the acronym VIEW.
sustainability management.                                                                                                                                                            Founded in 1969 by the Ruia Family, Essar today is a US$15 billion group, employing
                                                                                                                                                                                      more than 60,000 people across 20 countries.
To produce our first report this year, we involved key personnel from top management
of the business and generated greater awareness about sustainable development
and   practices.   A   few   appreciation    programs,    sustainability   workshops,
brain-storming sessions and one-to-one discussions were held to create an
understanding of sustainability issues. Our reporting this year was also influenced by
our approach towards materiality and stakeholder inclusiveness. More details on our                                                                                                                   Power                        Steel                     Energy

approach are given under materiality and stakeholder engagement section.                         Vision
                                                                                                 Be Entrepreneurial Innovation
We shall continue to report on our sustainability performance on a yearly basis. We              to Create Value
                                                                                                                    Redefine Service     Execution
are adopting international standards and practices in our reporting strategy and this                                                                    Wealth
                                                                                                                    Approach and         Ensure Customer
                                                                                                                    Experiences                          Enriching all
report adheres to GRI G3 Guidelines.                                                                                                     Advocacy
                                                                                                                                                                                                                                   Shipping &
The report is based on our performance in FY10 and includes our operations in all the                                                                                                                  Projects                    Logistics                  Communications

countries. The report is based on available data from different countries and future
reports will include trends and comparisons in our sustainability performance.
                                                                                                  Our Mission                                                                                                          Our Values
For the purpose of comparability, we have included FY09 data, wherever applicable.
(The organization grew manifold in FY10 and new businesses were added.)                           Happy Employees                                                                                                      Passionate               Responsive

Though we have tried to include in this report information that our stakeholders would            Provide progressive opportunities and platforms that nurture people to participate, learn and unleash
                                                                                                                                                                                                                       Inspiring                Innovative
                                                                                                  prosperity through constant and relevant engagement.
like to see or know, we are open to any comments to improve our subsequent reports.
                                                                                                  Happy Customers                                                                                                      Honest                   Focused
You may email your feedback            or   suggestions   to   Ms.   Sonal   Kohli   at                                                                   Co-create with our customers and provide them superior value through our global delivery platform and a
                                                                                                  class of service that is customized and innovative to meet and exceed their expectations.                            Energetic                Committed

                                                                                                  Happy Shareholders

                                                                                                  Provide our shareholders an institution that creates sustainable economic value by efficiently managing all
                                                                                                  classes of assets.

10                                                                                                                                                                                                                                                                             11
Aegis Growth Story                                                                                                                                                                                                                                                          Global Footprint

                                                                                                                                                                                                        38,000+, $533m
                                                                                                                                                                                                        Aegis acquires CCN, South Africa
                                                                                                                                                                                               Aegis acquires Ismart Timex, Sri Lanka           Employee Strength 38,800+
                                                                                                                                                                                         Aegis acquires UCMS, Australia
                                                                                                                                                                                                                                                      Seats 31,000+
     30,000                                                                                                                                                                  Aegis acquires PeopleSupport, Inc.
                                                                                                                                                              Aegis acquires AOL India


                                                                                                                                            Aegis acquires Bharti Teletech
                                                                                                                                            and Stesalit Infotech
     18,000                                                                                                             Aegis acquires Global Vantedge                                                                                     2010, 38,800+ Employees

                                                                                                                                                                                                                                           2009, 33,000 Employees
     12,000                                                                                        13,132                                                                                                                                  2008, 19,000 Employees
                                                                                                   Aegis acquires Technion

                                                                                                                                                                                                                                           2007, 13,000 Employees
     6,000                                                   7,944
                                                             Aegis acquires Swift Response,
                                                             CFS and Orion Dialog
                                                                                                                                                                                                                                           2006, 8,000 Employees
                                          Aegis acquires eTelequest                                                                                                                                                                        2005, 3,600 Employees
                   Essar acquires Aegis
                   Comm Group
                                                                                                                                                                                                                                           2004, 2,400 Employees

              Q       Q       Q       Q   Q       Q     Q       Q        Q        Q       Q    Q    Q         Q       Q       Q       Q        Q         Q       Q       Q         Q       Q        Q Q            Q       Q      Q
              4       1       2       3   4       1     2       3        4        1       2    3    4         1       2       3       4        1         2       3       4         1       2        3 4            1       2      3
                  2004                    2005                             2006               FY        2007                              2008                                 2009                         2010


                                                                                                                                                                                                                                                                                                  US         Costa Rica             India   South Africa
                                                                                                                                                                                                                                                                                                   9             1                  18           2
                                                                                                                                                                                                                                                                                               Philippines   Sri Lanka              ANZ       Kenya
                                                                                                                                                                                                                                                                                                   5             1                   5           1
12                                                                                                                                                                                                                                                                                                                                                         13
Management Team                                                                                                                                                                Our Business Overview                                                                    Our Value Proposition
Listed alphabetically by first name
                                                                                                                                                                               The Aegis Solutions Experience Paradigm                                                    We bring over two decades of leadership in end-to-end customer lifecycle
Aparup Sengupta                                                                       Rainerio (“Bong”) Borja                                                                  Aegis has crafted its comprehensive suite of solutions to specifically manage, enable,     management
Managing Director and Global CEO                                                      President Aegis People Support                                                           and extend the client’s complete business experience.
                                                                                                                                                                                                                                                                          We offer customized solutions delivered on a bespoke model
Co-founder in 24/7 Customer, Ion Idea and Think Harbor. Pioneer in the Offshore BPO   Over 15 years of experience of managing large-scale customer service, IT support
                                                                                                                                                                               Managing Experience                                                                        We have a variety of engagement models to make your business experience easy
Services market. Former Chairman of the BPO Steering Committee of Assocham.           and consulting organization within the Asia/Pacific region.
                                                                                                                                                                               Business Process Outsourcing
C M Sharma                                                                            Rajiv Ahuja                                                                                                                                                                         Our global footprint allows us to be wherever you need us to be
Chief Financial Officer                                                               COO International (India, Philippines and Australia)                                          Aegis Aspire              Aegis Collect       Aegis CRM         Aegis Direct
                                                                                                                                                                                                                                                                          We are close to your customer’s culture, language, and geography. We deliver on
CA with over 23 years of extensive experience in M&A, financial reengineering,        Former head of AOL’s captive BPO operations in India. Headed the US consumer
                                                                                                                                                                                        Aegis Engineering               Aegis Health          Aegis RapidText             a locals-serving-locals model
resources mobilization, management accounting, cross border taxation and              verticals for Dell International and was COO for vCustomer India.
international transfer pricing.                                                                                                                                                Aegis manages business and customer experiences through end-to-end customer                Our transatlantic and transpacific technology backbone enables us to deliver any
                                                                                      S M Gupta
                                                                                                                                                                               lifecycle management solutions. Our suite of business process outsourcing services         process, anytime, from anywhere
Chandra Venkatramani                                                                  Chief People Officer
                                                                                                                                                                               cover areas of client relationship management, training, healthcare, engineering,
COO (Americas)                                                                        23 years of human resources management experience in BPO, IT, telecom, retail, oil                                                                                                  State-of-the-art technology ensures redundancy, disaster recovery, and data
                                                                                                                                                                               receivables management, and voice-to-text solutions.
Founder of SwiftResponse. Former President of Corporate Profitability at JP Morgan    and FMCG industry sectors. A TQM trainer and Thomas Profiling professional.                                                                                                         security
Chase. More than 15 years in the industry managing various operations.                                                                                                         Enabling Experience
                                                                                      Sandip Sen                                                                                                                                                                          For us, excellence is an expectation. We employ best-in-class practices based
                                                                                                                                                                               People, Process, Technology
Denice Pitt                                                                           President (Americas) and Chief Marketing Officer                                                                                                                                    on COPC 2000, Six Sigma, ISO, and SAS standards
President (Australia)                                                                 Founder and former CEO, Customer First Services (P) Ltd. Deep domain experience                                                COPC Managed
                                                                                                                                                                                  Aegis Global Academy                                            Aegis Tech              We are financially robust and stable and are naturally/largely/significantly hedged
Former CEO of the UCMS Group. Played a significant role in growing the company        through senior positions in telecom and consumer goods verticals.                                                             Process Excellence
                                                                                                                                                                                                                                                                          against currency fluctuations for a major part of our business
and managing a successful IPO in 2007. Prior to that, she held various leadership
                                                                                      Satya K Jha
positions in UCMS over a period of 10 years.                                          President Aegis Tech                                                                     Aegis has crafted its business-enabling solutions to ensure a consistent experience      Awards and Recognition
                                                                                      Over 18 years of experience in the areas of system integrations, operations, sales and   in service delivery. Through the Aegis Global Academy’s Post-Graduate Program, we
Lance Rosenzweig                                                                                                                                                                                                                                                          Aegis was awarded with the 2009 MVP Quality Award by Technology Marketing
                                                                                                                                                                               infuse the service industry with certified managers and evangelizers of customer
CEO Aegis Business Development Group                                                  marketing of IT and telecom solutions, and strategic business planning.
                                                                                                                                                                               experience. In partnership with COPC, we ensure that the experience we deliver             Corporation (TMC)’s Customer Interaction Solutions Magazine for demonstrating
Founder of People Support. Senior executive positions with GE and Morgan Stanley.     Sudhir Agrawal                                                                           remains not only consistent but also superior across all our processes and centers.        the utmost commitment to quality, excellence, and customer service
Serial entrepreneur in telecom, manufacturing and financial services.                 President (MEA and APAC)
                                                                                                                                                                               Finally, through Aegis Tech, we provide unified communications, IT integration, and
                                                                                      Deep domain experience in Migration, Business Development and Operations.                                                                                                           We feature among 12 leading companies in the Gartner Magic Quadrant
Neeti Khaithan                                                                                                                                                                 security and compliance solutions to empower business technology. All these add up
CRO (North America)                                                                   Accumulated seven years of experience at GECIS, now known as Genpact.                    to a platform that enables a common business experience for all our clients and            We are ranked no. 6 in Dataquest's listing of the top 20 BPO companies in India.
Former CEO and President of e-Telequest. Founding member of South Central Board                                                                                                customers.                                                                                 This rank is in recognition of the significant growth rate of 83 per cent we
                                                                                      Subir Ghosh
of ATA, Active Member of Greater Irving–Las Colinas Chamber of Commerce, AIF and      President - Aegis Academy                                                                                                                                                           achieved over the year 2008-09
                                                                                                                                                                               Extending Experience
TiE.                                                                                  More than twenty eight years of experience of varied industries like consumer            Enterprise Global Shared Services                                                          NASSCOM (National Association of Software Services Companies) ranked Aegis
                                                                                      products, consumer durables, telecom and retail sectors.                                                                                                                            no. 8 among the top 15 BPO exporters for 2008-2009
Rahul Kamalakar
                                                                                                                                                                                        Aegis Spend                   Aegis Finance             Aegis HR
Chief Technology Officer
                                                                                                                                                                                        Management                    Shared Service          Shared Service              NASSCOM has also awarded Aegis with the NASSCOM Business Innovation
Over 20 years of experience in IT solutions and transition with Wipro, IBM Global
                                                                                                                                                                                                                                                                          Award for being one of the top innovators in the call center space in India
Services and 24/7.                                                                                                                                                             Aegis extends the business experience beyond traditional outsourcing through
                                                                                                                                                                                                                                                                          Aegis has been ranked 21 in the 2010 Top 100 Global Outsourcers by the
                                                                                                                                                                               transformational outsourcing services provided by Enterprise Global Shared Services
                                                                                                                                                                               (e-GLOSS). It augments BPO services by providing procurement management,                   International Association of Outsourcing Professionals (IAOP)
                                                                                                                                                                               finance & accounting services, and human resources services through shared delivery
 14                                                                                                                                                                            centers across the globe.                                                                                                                                                 15
     Global M&A Network recognized Aegis by giving us the 2009 M&A Deal of the            Our Memberships                                                                         The
     Year Award in the 200 million USD category. Aegis received the accolade for its      Aegis is a member of the following bodies:
     acquisition of People Support, a NASDAQ listed BPO firm
                                                                                                          American Teleservices Association (ATA) is the only non-profit trade
     Aegis is ranked no.2 by Dun and Bradstreet in its list of India’s Top ITeS and BPO                   organization dedicated to the advancement of companies that
     companies                                                                                            utilize contact centers as an integral channel in their operations.     Aegis
                                                                                                          Business Processing Association of the Philippines (BPA/P) is the
     Aegis was awarded with the 2010 Gujarat Electronics and Software Industries
                                                                                                          one-stop information and advocacy gateway for key offshoring and
     Association (GESIA) award for labor best practices and creating employment                           outsourcing services in the Philippines. It has over 200 company
     opportunities in Gujarat                                                                             members, including five association members.                            Sustainability
     Aegis was recognized with the Employer Brand Award (BPO) 2009-10 by the                              Business Process enabling South Africa (BPeSA) is the national
     Employer Branding Institute for HR best practices                                                    coordinating body for the business process outsourcing and offshoring
                                                                                                          sector in South Africa, and addresses key industry challenges facing
     Aegis was ranked no.8 in the Dataquest – IDC BPO Employee Satisfaction survey                        the sector. Aegis is a trusted and listed member of BPeSA               Approach
     2009 for best HR practices                                                                           The Contact Center Association of the Philippines is the official
                                                                                                          organization in the Philippines that promotes professional standards
     Aegis PeopleSupport has been recognized by the Social Security System (SSS) of
                                                                                                          and practices for contact centers. CCAP now counts 53 outsourced
     the Philippines as “Top Employer” under the large-sized category for the year 2009                   and in-house contact centers as its members, representing more
     Aegis was recognized by the Irving, Texas, Chamber of Commerce and the New                           than 80 per cent of the call centers in the Philippines.
     York Human Resource Department for building opportunities in the community                           The International Association of Outsourcing Professionals (IAOP) is
                                                                                                          the global, standard-setting organization and advocate for the
Certifications                                                                                            outsourcing profession. With more than 100,000 members and
                                                                                                          affiliates worldwide, IAOP helps companies increase their
At Aegis, we employ best-in-class practices based on COPC 2000, Six Sigma, ISO,                           outsourcing success rate, improve their outsourcing ROI, and
and SAS standards to innovate processes, calibrate performance, and ensure a                              expand the opportunities for outsourcing across their businesses.
consistently superior deliverable experience.                                                             The National Association of Software and Services Companies
                                                                                                          (NASSCOM) is the premier trade body and the chamber of
We have over 140 Six Sigma trained employees, including employees certified in Six
                                                                                                          commerce of the IT-BPO industries in India. Aegis is a member and                        Happy Employees
Sigma green-belt, Six Sigma black-belt, and Six Sigma master black-belt. We also                          a recipient of awards from NASSCOM.                                                      Labor Practices and Human Rights,
have more than 43 Six Sigma projects underway.                                                                                                                                                     Health, and Safety
                                                                                                          Founded over 30 years ago, the Personnel Management
Aegis is also among the very few contact centers that use COPC-defined measures                           Association of the Philippines-Cebu, Inc. (PMAP Cebu) is a strictly
of Business Process Management and Quality Management. Our overall service                                professional, non-stock, not-for-profit organization of over 160                         Happy Customers
                                                                                                          member companies and individual management executives
levels exhibit continued and measurable improvements, enabling us to maintain a                                                                                                                    Product Responsibility
                                                                                                          engaged or interested in human resource management (HRM) and
superior quality experience to our customers.                                                             industrial relations (IR) work. PMAP Cebu helps institutions mold an
The certifications we acquired through our operational excellence practices aid us in                     enlightened, competent, socially responsible and influential sector                      Happy Shareholders
                                                                                                           of people managers and helps them become more effective on the                          Economic Sustainability
reducing costs for our clients while sustaining and increasing revenue, profitability,
                                                                                                           job by teaching the human aspect of management.
and quality deliverables. Regular audits and assessments of our service quality and
performance ensure that our standards are never compromised or lowered.
                                                                                                           Aegis has been a member of the Customer Contact Management                              Happy World
                                                                                                           Association (CCMA) since 2009. The CCMA provides a forum
                                                                                                                                                                                                   Environmental Sustainability, Society,
Some of the certifications we have received include-                                                       where customer contact center industry organizations and
                                                                                                           individual professionals across all sectors can interact and                            and Community
  COPC 2000          ISO 9001:2000         ISO 20000         ISO 27001        SAS 70                       exchange information towards a common goal of contact centre
                                                                                                           service excellence, industry improvement, and professional
16                                                                                                                                                                                                                                          17
Sustainability Policy & Objectives                                                            To create an enabling and healthy environment for the community in which we          We identified our current approach to engagement with the stakeholders based on                    Aegis Materiality Matrix
                                                                                              can improve their quality of life through enhanced educational, economic, and        the following parameters:
At Aegis, we are committed to ensuring sustainable practices as an integral part of           healthcare opportunities.                                                                                                                                                               We conducted a series of workshops with the top Aegis corporate management to
                                                                                                                                                                                   1.     Communication: Conveying information about us, our products, growth plans,
our economic, social, and environment activities.                                                                                                                                                                                                                                     identify key material issues. The materiality process involved issue identification,
                                                                                        Environmental Objectives                                                                           and more.
                                                                                                                                                                                                                                                                                      prioritization, and review. The material issues were identified on the basis of the
In the process, we shall also maintain rigor in accountability and reporting and will
                                                                                              To minimize pollution and continually improve operational performance to             2.      Consultation: The process of gathering information or advice about us from our             five-part materiality test:
continue to improve our stakeholder engagement program along the lines of Happy
                                                                                              reduce our enviornmental foot print                                                          stakeholders.
Employees, Happy Customers, Happy Shareholders, and Happy World.                                                                                                                                                                                                                      1. Policy-based performance
                                                                                              To identify ways and means to improve process and technology efficiencies in         3.      Dialogue: This involves an exchange of views and opinions initiated by the
Sustainable practices shall be incorporated in every new business venture and shall           the service of sustainable practices                                                                                                                                                    2. Direct, short-term financial impacts
                                                                                                                                                                                           company, which may be influenced by stakeholders.
guide our growth strategy to achieve competitiveness and profitability in the long
                                                                                              To opitimize resource consumption by planning and carrying out operations                                                                                                               3. Stakeholder behavior and concerns
term in conjunction with social and environmental development.                                                                                                                     4.      Partnership: This can originate between any combination of people, public,
                                                                                              using sustainable technologies and processes                                                                                                                                            4. Societal norms (regulatory and non-regulatory)
                                                                                                                                                                                           business, and civil constituencies.
Economic Objectives
                                                                                              To ensure compliance to all applicable legal and regulatory requirements.
                                                                                                                                                                                   The whole exercise helped us re-examine our existing stakeholder engagement                        5. Business peer based norms
     To enhance profitability and generate wealth for our stakehoders while pursuing
     opportunities for growth                                                           Stakeholder Engagement Matrix                                                              practices and chart a course to strengthen whichever gaps were identified.                         Each material issue was mapped against key stakeholders' concerns to arrive at the
                                                                                                                                                                                                                                                                                      final matrix. In the process, we also identified those issues that were germane to the
     To assess, prevent, mitigate, and manage the full spectrum of business risks on    As an organization, we understand that stakeholder engagement is crucial to
                                                                                                                                                                                                                                                                                      organization and also of concern to the stakeholder but did not find their way into the
     a continual basis                                                                                                                                                             The matrix that culminated from the workshops is given below:
                                                                                        successful business. Though we engage with our stakeholders in a comprehensive
                                                                                                                                                                                                                                                                                      annual business plan.
                                                                                                                                                                                                                       Stakeholder’s Dependence
     To create sustainable value over the long term by maintaining and improving the    way, this year the focus was to deepen our understanding of key stakeholder groups
     quality of our products and services.                                              and issues. Workshops were conducted for top management to identify stakeholder
                                                                                                                                                                                                                                                                                      The Aegis materiality matrix for FY10 is given below:
                                                                                        influence dependency matrix.                                                                High                                       Clients
Social Objectives                                                                                                                                                                                      Competitors                                People
                                                                                                                                                                                                                          Capital Providers
                                                                                        This matrix consists of stakeholders who can have an impact on the economic,                                                                                                                                                                                                                   Innovation
     To have an injury free and healthy workplace and institutionalize a culture of

                                                                                                                                                                                                                                                               Stakeholder’s Impact
                                                                                                                                                                                                                                                                                                                           High                                 Employee             Employee cost
                                                                                        social, or environmental performance of the organization or can be affected by our                                                                                                                                                                                     engagement           Quality of product
     safety in the organization

                                                                                                                                                                                                                                                                                         Stakeholder’s degree of concern
                                                                                        operations.       The   following   dimensions   were   considered   while   identifying                       Customers
                                                                                                                                                                                    Medium               Media              Community
     To foster continual improvement, benchmark our performance, and adopt best         stakeholders: responsibility, influence, proximity, dependency, representation.                                Schools &                                                                                                                                                                      Seat utilization
                                                                                                                                                                                                       Universities                                                                                                                                               Training            New business
     practices in health and safety                                                                                                                                                                                                                                                                                                                               Taxation         (Organic & Inorganic)
                                                                                        The stakeholders were grouped within high, medium, and low categories depending                                                                                                                                                                 Unionization
                                                                                                                                                                                                                                                                                                                           Medium   Information Security   Regulatory compliance      Cost of Service
                                                                                                                                                                                                                                                                                                                                                                                   Availability of capital
     To implement community development programs within the areas in which we           on the degree and manner in which they affect or get affected by the organization and                                                                                                                                                                                & communication
                                                                                                                                                                                                                                                                                                                                                                                     Price of services
                                                                                                                                                                                                                                                                                                                                                                                   Facility management
     operate                                                                            its activities.                                                                             Low                Government              Trade
                                                                                                                                                                                                        Agencies            Associations
     To enhance economic benefits from our operations and develop partnerships
                                                                                                                                                                                                                                                                                                                           Low                                  Community
     that foster the sustainable development of our host communities
                                                                                                                                                                                                           Low                Medium              High
     To encourage a diverse workforce and provide a work environment in which
     everyone is treated fairly and with respect                                                                                                                                                                                                                                                                                          Low                    Medium                    High

     To bulid a learning organization to facilitate a culture of good corporate                                                                                                                                                                                                       Current or Potential impact on Company’s Economic, Social and Environmental Performance

     governance and social responsibility                                                                                                                                                                                                                                             The key material issues are appropriately addressed in the four sections of the report.

18                                                                                                                                                                                                                                                                                                                                                                                                           19
Engagement Methods                                                              Clients and Internal Customers                                                        Community                                                                                       Voice buster (recorded voice for any information that is to be
                                                                                                                                                                                                                                                                      communicated to all the customers)
People - Employees                                                              Engagement Objective: To increase customer loyalty, retention, and expansion of       Engagement Objective: To benefit the society and establish good relations with the
                                                                                                                                                                      community and societal bodies.                                                                  SMS.
Engagement Objective: To enhance employee engagement and satisfaction leading
                                                                                                                                                                      Communication                                                                          Consultation
to increased performance and retention.                                         Communication
                                                                                                                                                                               Updates on NGO websites and on the NASSCOM Foundation                                  Surveys
                                                                                           Connect via verbal communication or emails
                                                                                                                                                                               Creating health awareness among community members by organizing                        Feedbacks
         Employee connect through mails on updates and events                              Newsletters
                                                                                                                                                                               camps like blood donation drives, stalls for mentally disabled people, and             Opinion poll.
         Monthly magazine                                                                  Review meetings
         Intra-Aegis competitions                                                          VOC sessions with client                                                                                                                                          Media
                                                                                                                                                                               Enabling and creating employment opportunities.
                                                                                           Aegis global website.                                                                                                                                             Engagement Objective for Media: For enhancing visibility, brand building, and
         Branding and promotions for new acquisition or activities
                                                                                                                                                                      Consultation                                                                           attracting talent.
         Policy updates                                                         Consultation
                                                                                                                                                                               Participating in seminars and conferences organized by NGO's, trade
         Employee Summit - VIEW                                                            Process improvements, best-practice sharing, feedback survey                        bodies, chambers of commerce, and more
                                                                                                                                                                                                                                                                      Branding initiatives:
         Global HR Summit for HR employees                                                 VIBES – Aegis client summit                                                         Participating in surveys of community organizations, trade bodies, industry
                                                                                                                                                                               associations, and NGOs.                                                                o      Recruitment advertisements
         Learning and Development Programs (ACE, Shiksha, I-WiN, Achieve,                  No poach agreement with clients.
         Inspire, Interact, and Lakshya).                                                  Customer Satisfaction survey.                                              Partners and Vendors                                                                            o      Press releases

                                                                                                                                                                                                                                                                      o      Articles/interviews of senior management by media
Consultation                                                                    Capital Providers                                                                     Engagement Objective: For ensuring quality of service at optimal cost
                                                                                                                                                                                                                                                                      o      Marketing collaterals
         Leadership connect                                                                                                                                           Communication
                                                                                Engagement Objective: To make them realize the value of their investments. To raise
                                                                                                                                                                                                                                                                      o      Websites.
         Focus group discussions                                                the level of trust by information sharing and business updates.                                Regular interaction with vendor-partners to sharing requirement and
                                                                                                                                                                               delivery plans                                                                Consultation
         Grievances redressal mechanism                                         Communication
                                                                                                                                                                               Interactions for marketing, sales, and other collaterals.                              Press meets and conferences
         Committee for health, safety, and well-being                                      Monthly and Quarterly reports, reviews
                                                                                                                                                                      Consultation                                                                                    Business and brand surveys
         Skip-level meetings                                                               Emails and letters.
                                                                                                                                                                               For cost of production of design collaterals and other quotes                          Invite Media to events.
         Town halls                                                             Consultation
                                                                                                                                                                               Input and collaboration on events such as VIBES, HR Summit, and VIEW          Partnership
         Attrition control meets with business leaders                                     Directors’ meets.
                                                                                                                                                                               Summit to promote the capabilities of vendors in collaboration with us.                Sponsorships & advertisements
         Exit interviews                                                        Competitors
                                                                                                                                                                      Customers and End-users                                                                         Editorials
         Policy awareness sessions                                              Engagement Objective: To share knowledge on the prevailing trends in the industry,
                                                                                human capital planning, and forecasting.                                              Engagement Objective: To ensure a superior service and delivery experience for the
         Employee Satisfaction surveys                                                                                                                                                                                                                                Associations and Memberships.
                                                                                                                                                                      end-users or customers of our clients.
         Coaching & Mentoring sessions                                          Dialogue
         Ratio of 100 employees to 1 HR representative.                                    Participation in industry forums
                                                                                           Lobby together with the government on sector specific issues.

20                                                                                                                                                                                                                                                                                                                                    21
Schools & Universities                                                                               To take assistance in knowing the local DOI (Department of Industries)
                                                                                                     privileges for the organization
Engagement Objective: For attracting talent, brand building and development of
                                                                                                     Inviting authorities to deliver guest lectures on the available benefits under   Happy Employees
                                                                                                     the law.
         Organization’s information presentation
                                                                                                     Liasoning with government authorities or appropriate administration of
         Building relationships for campus hiring via:                                               statutory obligations.
         o     Guest lectures                                                             Trade Associations
         o     Participation in various forums organized by educational institutes.
                                                                                          Engagement Objective: To constructively influence the business environment for the
Consultation                                                                              benefit of the industry

         Meetings conducted with college authorities for campus events                    Communication
         Making managers available to institutions to interact with or conduct                       Aegis information for registration with trade bodies:
         sessions for students.
                                                                                                     o     Journals (quarterly), periodicals (bi-monthly)
         Inviting students to share projects that are industry-specific and beneficial.
                                                                                                     o     Annual surveys
Partnership                                                                                          o     Specific market study.
         Management institutes for development programs.

Government Agencies                                                                                  Participate and share organization’s information during meetings

Engagement Objective: For ensuring smooth functioning by building effective                          Sharing of information and using the information made available by other
relationships with key regulatory agencies and to have awareness on all kinds of                     similar bodies for organizational causes
compliances to be followed.                                                                          Summits
Communication                                                                                        Award functions
         Statutory returns filing as required by laws and regulations from time to                   Initiatives taken by specific teams such as Sales or Marketing.
         Compliance information for Shop and Establishments Act, Payment of
                                                                                                     Represent organization in the various deliberations
         Wages Act, Payment of Bonus Act, Contract Labor Act.
                                                                                                     Collectively pitch with government on various policies.

         Consultation with authorities to ensure conformation to law

         Meeting with TRAI and DOT

         Use of government notification to re-visit organizational policies

22                                                                                                                                                                                                      23
Labour Practices, Human Rights, Health, and Safety                                        Disclosure on Management Approach                                                              Code of Conduct                                                                         Employee Benefits
In many ways, Aegis is what its people are—in all of its diversity and shared values.     Labor Practices and Decent Work Environment                                                    Our code of conduct aims at creating and building employees’ core values,               Like any other organization, we endeavor to provide our employees all the benefits as
The shared global HR Vision is based on the Aegis Vision, Mission & Core Values. It is:   Aegis has HR policies that indicate our commitment to be an employee friendly                  determining best-in-class practices, and establishing centers of excellence in Aegis.   required by law and as required by our HR policies and processes. These benefits are
                                                                                          organization. The key drivers of the HR philosophy revolve around the four major               It emphasizes the company’s goal of striving to attain the highest ethical standards    applicable worldwide and are iterated in the following policies. Employees are made
Create a progressive workplace that enables partnership for prosperity
                                                                                          functions of HR: talent acquisition, talent alignment, talent engagement, and talent           when resolving potential or actual conflicts of interest. The code of conduct           aware of these benefits at the time of joining, through communication refresher
The Aegis global HR vision is our attempt to maintain a consistent global identity        measurement.                                                                                   encompasses the following clauses and defines employee behavior for each of them:       sessions and through the company intranet.
while permitting the unbridled expression of individuality of our employees across the
                                                                                          There are HR processes in place for matters like recruitment of personnel at all levels,          Confidentiality of Information                                                       For 12% Basic salary as per statute
                                                                                          induction, performance management, organizational development, rewards and
To articulate this vision further, we believe that an organization needs to be                                                                                                              Non-disclosure                                                                        Country            Retirement
                                                                                          recognition, retrials, and separation.                                                                                                                                                                      Benefits
                                                                                                                                                                                                                                                                                                                                Type                          Employer Contribution

constituted with people who are open, forward-thinking, and progressive, who are                                                                                                            Aegis Proprietary Information and Data handling procedure
                                                                                          The Chief People Officer has operational responsibility for all labor-related aspects.                                                                                                  India          Provident Fund       Defined Contribution Plan   12% of basic salary
keen to establish relationships as teams and partners, and who enrich each other          He has a team of senior professionals with separate portfolios for Talent Acquisition,            Non-Solicitation                                                                      India          Gratuity             Defined Benefit Plan        As per Payment of Gratuity Act, 1971
with intellectual, emotional, and economic prosperity.
                                                                                          Talent Management and Engagement, Organizational Development, and Talent                                                                                                                USA            401K                 Defined Contribution Plan   Employees can contribute upto 10% of their
                                                                                                                                                                                            Conflict of Interest in Accepting and Giving Gifts                                                                                                    gross monthly salary
The key elements of the HR Vision are the 3Ps: Progressive Workplace, Partnership &       Services.
                                                                                                                                                                                                                                                                                                 Social Security
                                                                                                                                                                                            Investments in Aegis’ clients, suppliers, or competitors unless the securities are    Philippines                         Defined Contribution Plan   Monthly premium based on basic pay
Prosperity. Progressive Workplace means a dynamic workplace which is vibrant,             We provide equal employment opportunities to all qualified individuals regardless of                                                                                                                   System
contemporary, presents infinite possibilities, and encourages diversity. Partnership is   race, color, gender, sexual orientation, religion, national origin, disability, or any other      publicly traded
                                                                                                                                                                                                                                                                                  Philippines                         Defined Benefit Plan        Equal contribution as employee
about beginning new journeys together, belongingness, nurturing, and caring.              protected class status provided by the respective Equal Employment Opportunity law                Dress code
                                                                                                                                                                                                                                                                                                 Insurance Benefit
Prosperity implies abundance, happiness, creating wealth, and enriching each other        applicable in the country.                                                                                                                                                                             Superannuation
intellectually and emotionally.                                                                                                                                                             Engaging in private trade or alternate employment                                     Australia
                                                                                                                                                                                                                                                                                                 Guarantee Payment
                                                                                                                                                                                                                                                                                                                      Defined Contribution Plan   9% of employee's Base salary
                                                                                          We maintain high standards of integrity, ethics, and professional conduct for                                                                                                                          (Employer
                                                                                          employees as our work brings us into frequent contact with clients, prospects,                    Disclosure when doing business on behalf of the company with a member of his
                                                                                                                                                                                                                                                                                                                                                  Two types:
                                                                                          vendors, and others.                                                                              or her family or relative                                                                                                                             Risk Fund-Applicable when CTC is equal to or more
                                                                                                                                                                                                                                                                                                                                                  R5999. The contribution is 3.85% of monthly fund
                                                                                                                                                                                                                                                                                  South Africa   Provident Fund       Defined Benefit Plan        salary
                                                                                          This year our main focus will be on the following items:                                          Maintaining a positive work attitude and environment                                                                                                  Retirement + Risk Fund - Applicable when CTC is
                                                                                                                                                                                                                                                                                                                                                  equal to or more R6000.The contribution rate is
                                                                                               Succession planning and competency development for 300 critical roles and                    Inappropriate or Illegal Behavior                                                                                                                     9,11,13 or 15% of monthly fund salary.

                                                                                               senior management positions. This is to ensure that we create a leadership                                                                                                        There is no difference in benefits provided to full-time & temporary employees.
                     Progressive                         Partnership                                                                                                                        Participation in Politics or Membership of Political Parties
                                                                                               pipeline to address our future business needs                                                                                                                                     However, proportional benefits are given to part time employees.
                     - Open to change                    - Inclusion
                                                                                               Upgrading HR processes technology. We plan to implement SAP/equivalent                       Use of Company’s Property and Equipment
                     - Positive                          - Engagement                                                                                                                                                                                                            In addition to providing the above benefits, Aegis                          Country             Ratio of entry level
                                                                                               applications globally.                                                                       Telephone, Computer, Email, Intranet, and Internet usage
                     - Dynamic           Aegis HR        - Belonging                                                                                                                                                                                                             typically offers an entry level wage to our employees                       India                       1.47:1

                                          Global                                               Maintaining accurate compensation benchmarking in order to continue to retain                                                                                                     that is much higher than the typical minimum wage                           US&CR                       1.32:1
                                                                                                                                                                                            Substance abuse and Intoxication
                                          Vision                                               and attract the best talent                                                                                                                                                       at significant locations* of our operations.                                Philippines                 1.56:1

                                                                                                                                                                                            Smoking                                                                                                                                                       *Our significant locations are employing
                                                                                               Conducting cultural integration campaigns to ensure diversity and cultural                                                                                                                                                                                 more than 2,000 people.

                                        Prosperity                                             sensitivities                                                                                Whistle blowing
                                        - Intellectual                                         Ensuring that at least 1% of the global workforce comprises differently abled
                                        - Emotional                                            people
                                        - Economic                                             Hiring qualified women in senior leadership roles to close the gender gap at the
                                                                                               top level.

24                                                                                                                                                                                                                                                                                                                                                                                                  25
Talent Management & Engagement                                                              1.   Work Activities – This refers to an employee’s perception of day-to-day tasks.                                                                                                  Aegis has been able to offer better quality jobs, higher wages, and a better
The term “Employee Engagement” refers to the level of intellectual and emotional                 Some examples of engagement activities under this driver are:                                                                                                                   employee experience.
connect that an employee has with his organization. It is the level of commitment and       a.   Monthly business reviews                                                                                                                                                          Parameters                                                   Score             Rank
involvement that an employee experiences towards his organization and its vision,
                                                                                            b.   Focus group discussions                                                                  More than 300 town hall style                                                            Exciting Growth Opportunities                                95.75             4
mission, and values.
                                                                                                                                                                                            meetings are conducted                                                                 Satisfaction with Perks and Benefits                         84.38             7
Employee engagement is an antecedent of job involvement and hence it is essential                                                                                                          annually across all centers.
for an organization to take the right steps towards institutionalizing the right types of                                                                                                                                                                                          Satisfaction with Salary Hikes                               81.99             7
engagement levels and initiatives across all hierarchies in the organization.
                                                                                                                                                                                                                                                                                 Source: Dataquest-IDC BPO Employee Satisfaction Survey 2009 Results

Research has shown that when employees are “engaged” with their organization,                                                                                                                                                                                                    Reference Dataquest website:
                                                                                                                                              More than 400 focus group
they are more willing to offer their best and produce superior results. Best employers
                                                                                                                                              discussions are conducted                                                                                                          Equal Opportunity Employer
are those who have the highest “Employer Value Proposition” and demonstrate high                                                                                                     5.     Senior Leadership Interactions – We consider this a very important tool for
                                                                                                                                              annually across all centers.                                                                                                       Our Talent Acquisition Process lays down guidelines that prohibit the hiring of
levels of employee engagement.                                                                                                                                                              people engagement. At Aegis, we hold monthly town-hall style discussions with
                                                                                                                                                                                            senior management presence and we have initiated programs like Coffee with           any person below 18 years of age either directly or through a vendor-partner.
The nature of our business is such that our best capital is our people. However, this                                                                                                                                                                                            This aspect is also ascertained during Human Resource due diligence in the
                                                                                                                                                                                            the CEO, wherein an employee gets valuable face-time with the head of the
also means that with a billion or so diverse human interactions each year, our work                                                                                                                                                                                              case of acquisitions. In all other cases, we abide by the norms of equal
                                                                                                                                                                                            organization over coffee.
environments can involve high stressors and high employee churn. Therefore, it is           Mr. Aparup Sengupta, MD and Global                                                                                                                                                   opportunity employment.
essential to design and implement systems and programs that cover the entire                CEO, interacting with Aegis employees                                                           Our annual employee summit VIEW provides an opportunity for the organization
                                                                                                                                                                                            to celebrate achievements, reinforce global strategies, provide insights to future   The equal opportunity employment practice creates a congenial environment for
employment cycle of employees and that which respond to their pressures.                    in a town hall program.
                                                                                                                                                                                            business plans, and hold one-on-one meetings with the senior leaders.                growth and development of all our employees. The basic salary ratio of men to
The Six Drivers of Engagement                                                                                                                                                                                                                                                    women at Aegis is 1:1. We at Aegis take great pride in the diversity and variety of
                                                                                            2.   Career Opportunities – We offer our employees lateral and internal growth                  Aegis has also provided a branded feedback or grievances forum called “Your          individual expressions we see among our employees across the world. We have
At the heart of the Talent Management initiatives at Aegis are the people engagement
                                                                                                 opportunities. We issue Internal Job Postings (IJPs) and conduct Global Talent             Voice” used to interact with the Aegis APAC/MEA President.                           more than 49 different languages and approximately 85 dialects spoken within
processes which revolve around six engagement drivers:
                                                                                                 Exchange Programs.                                                                  6.     Rewards & Recognition – Aegis holds various recognition events to reward             our community across 42 delivery centers and 9 countries. In the United States,
                                   Engagement Drivers
                                                                                                 In 2009-10, 950 employees moved to different levels and functions within Aegis             employees for their contributions and excellence at work.                            we have a significant number of employees from ethnic and non-white
                                        Work Activities                                          through Internal Job Postings. This was an increase of 250 movements from                                                                                                       backgrounds. In sum, all of our more than 38,900 employees are covered under
                                                                                                                                                                                          Aegis conducts more than 500 rewards and recognition programs annually                 the Equal Opportunity Employment practice.
                                                                                                 FY08. Moreover, in 2008, all supervisory and mid-management talent was
                                      Career Opportunities                                                                                                                                across the globe.
                                                                                                 sourced internally with zero external recruitment.
                                       Work Life Balance                                                                                                                             As an organization, we are very proud of our accomplishments in employee                                                          Ethnicity in Aegis USA
                                                                                                 As part of the Global Talent Exchange Program, in 2009-10, we transferred 30
                                                                                                                                                                                     engagement. Currently, we have more than 1000 engagement programs across all
                                         HR Policies &                                           employees to other international locations.                                                                                                                                      American Indian                   Asian               Afro-American                    Hawaiian/
                                          Processes                                                                                                                                  locations conducted annually. Our engagement initiatives have been acknowledged                & Alaskan                                                                          Pacific Islander
                                           Leadership                                       3.   Work-life Balance – We understand that getting a work-life balance is difficult.    by Dataquest and IDC in their Employee Satisfaction Survey 2009. Aegis was ranked
                                                                                                 We intend to support our employees in trying to strike this balance by              number 7.
                                                                                                                                                                                                                                                                                           23                         68                       585                             13
                                                                                                 implementing flexible working hours. Through this, we support our people in                                                                                                                  Hispanic & Latino                 White                     Others
                                          Rewards &                                              their efforts to manage familial obligations or other pursuits while working with        There are more than 1000 employee engagement programs conducted across
                                          Recognition                                                                                                                                                                                                                                                  781                      1300                        81
                                                                                                 Aegis.                                                                                   all locations annually.
                                                                                            4.   HR Policies and Processes – This driver refers to employees’ perception about                                                                                                                                                      2851
                                                                                                 the policies that govern work behavior.
                                    Engaged Employee
26                                                                                                                                                                                                                                                                                                                                                                                  27
Special Focus on Gender Diversity                                                            From a business perspective, this model increases our sustainability quotient by                                 In the Philippines, the Aegis PeopleSupport HR team
Aegis has taken particular steps to ensure that the organization is gender-inclusive.        making us naturally hedged against currency fluctuations. By investing in labor and                              was recognized by the government Social Security
                                                                                             infrastructure in local regions, we also spend in the currency in which we earn.                                 System (SSS) as a “Top Employer” under the
Clear policies are stated to tackle gender discrimination, sexual harassment, and to
                                                                                                                                                                                                              large-sized category for the year 2009 for employing
ensure a safe work environment for all employees. Currently, 40 percent of Aegis             For example, in the United States, Aegis has 10 centers employing close to 3000
                                                                                                                                                                                                              more than 9,000 employees across three centers in the
employees are women. We are committed to nurturing strong women leadership                   resources, with plans to expand more in the short term. Our centers in the US provide                            Philippines.
throughout our centers and corporate management.                                             major employment opportunities locally and our employees participate actively in
To make the work-life experience of our women employees more manageable, we offer            community welfare initiatives.                                                                                      Aegis was recognized by the Philippines
flexible working hours, day-shifts for non-voice processes for women, and maternity          The Aegis center in Irving, Texas, created over 500 new jobs for the city. Our efforts in                           Social Security System Award.                                          Philippines Social Security
leave benefits apart from the benefits applicable by the law in the country. Our centers                                                                                                                                                                                                System Award Trophy
                                                                                             promoting and growing the Irving area were recognized by the Irving Chamber of
in Australia and the Philippines also offer paternity leave benefits to employees.           Commerce at the quarterly Newsmakers Reception.                                                                  The following are illustrated information about our labor statistics
                                                                                                                                                                                                              Definition of Agent: An agent at Aegis is the employee carrying out the day-to-day contact
Local Hiring                                                                                 In Australia, Aegis employs more than 1,900 people, while also ensuring diversity at                             center operations associated with various business processes, including voice and non-voice
Growing rapidly as a global organization, Aegis has drawn the attention of industry          the work place. In recognition of this, Aegis Australia was awarded the prestigious                              processes, in an outsourcing environment.

observers, governments, chamber of commerce bodies, competitors, and others.                 Diversity@Work Award. The Diversity@Work Award celebrates organizations that                                              Part Time                                                                        Non Agent Staff
Aegis has received various awards and recognitions for creating employment                   embrace diverse communities such as varying age groups, ethnic and cultural                 GESIA Award Trophy              2340                                                                               10920

opportunities globally. We have created direct employment opportunities by providing         backgrounds, women, people with disabilities, alternate sexual orientations, and
20,000 jobs in India alone and 9,000 jobs in the Philippines in 2009-10.                     others.

Moreover, by moving into little towns and cities like Jamshedpur and Srinagar in India,      In India, the state government of Gujarat bestowed the GESIA Award on Aegis for
we are creating an indirect positive socio-economic impact in the region. It is also         creating employment opportunities in Gujarat. Aegis is currently employing more than                                             Employment                                                 Employment
                                                                                                                                                                                                                               Contract                                                     Type
noteworthy that Aegis is the only BPO company in Jamshedpur and Srinagar. Since              1,200 people in the Gujarat providing voice and non-voice processes to its clients.
our operations there are fairly recent, we are trying to assess the extent of our positive
                                                                                               Aegis was recognized by the GESIA Award as the Highest Employment
On a global stage, our strategy of expansion is not that of entering a region and              Generator in Gujarat, India.
unsettling the emotional and economic sentiments of its people. Such a model may                                                                                                                                                    Full Time                                                   Agent Staff
                                                                                                                                                                                                                                     36635                                                        28055
deliver short term gains but is not sustainable in the long run. In order to address the
sensibilities of the communities in which we operate—which impacts our employees,                                                                                                                                                         90
                                                                                                                                                                                                                                   1602         1940
customers, and other key stakeholders, we realize that our business and hiring                                                                                                                                                                      362                                2008-09        2009-10

models must generate sustained value and create happy experiences.                                                                                                                                                                                                India                 21560          22722

                                                                                                                                                                                                                                                                  US & CR                4306          2851
Our offshoring model combines the effectiveness of cultural and linguistic affinities
                                                                                                                                                                                                                9408                                              The Philippines        7418          9408
without foregoing labor and cost arbitrage. As much as possible, we hire from local
                                                                                                                                                                                                                                                                  South Africa       Non Existent      1602
regions to provide a “citizens-serving-citizens” experience. This impacts our
                                                                                                                                                                                                                                                                  Kenya              Non Existent       90
customers in the way that they do not hear a non-local speaking to them over the                                                                                                                                                   Employment
                                                                                                                                                                                                                                    by region                     Australia*         Non Existent      1940
phone with a trained accent but a local employee who shares their affinities and
                                                                                                                                                                                                                                                                  Sri Lanka          Non Existent       362
culture.                                                                                                                                                                                                                                                          Global                33284          38975
                                                                                                                                                                                                                                                                  *Australia headcount includes 17 people based out
                                                                                                                                                                                                                                                                  of New Zealand.
 28                                                                                                                                                                                                                                                                                                                   29
   Our statistics on turnover:                                                                       Disclosure on Management Approach on Human                                            Our policy of spreading Happy Experiences has garnered the support of our                  related health advisories.
   Turnover by Age Group
                                                                                                     Rights, Health, and Safety                                                            employees. By amplifying the human side of our business, we have been able to
                                                                                                                                                                                           manage grievances through structured, fair, and objective mechanisms. No incidents
                                                                                                                                                                                                                                                                                      Training, Learning, and Development
           60                   59
                                                                                                     Our organization respects the human rights of employees. We believe in                of discrimination have been reported from any of our countries.                            As a successful organization, Aegis acknowledges the necessity to avoid
                                                                                                     non-discrimination, prohibition of child labor, prevention of forced and compulsory                                                                                              complacence and continue to improve our competitive advantage. Investing in the
           40                                                                                                                                                                              We follow the human rights statutes applicable in the countries we operate in and in
                                                                                                     labor, and in indigenous rights.                                                                                                                                                 human capital is a sure way to invest in our future as a company.
           30           28                                                                                                                                                                 those of our new acquisitions.
           20                                                                                        We have an open-door policy that encourages all employees to discuss their                                                                                                       Learning at Aegis does not merely equip individuals with the skills required to perform
                                                                                                                                                                                           Presently, we do not have any worker unions in any of the countries in which we
                                              7                                                      problems with the management. Our open-door policy guarantees that employee
           10                                         3           2          0          1                                                                                                  operate. Our employees have opted not to have any unions, although the Aegis               their present roles efficiently; we believe in investing for the future development of all
            0                                                                                        concerns are heard, considered, and answered without fear of reprisal. Our                                                                                                       our employees to help them take the organization to the next level. To make this
                       18-25   26-30    31-35       36-45     46-55      56-58      Above                                                                                                  management encourages employees to form work committees or any other type of
                                                                                     58              Prevention of Gender Harassment policy provides the definition, framework, and                                                                                                   philosophy work, employees are expected to take ownership of their learning and
      2008-09                                       Age Group                                                                                                                              voluntary associations. For instance, in Australia, we have employees engaged in
                                                                                                     modus operandi for addressing all allegations of gender harassment made by any                                                                                                   development needs. The Talent Development team and the Corporate HR team are
                                                                                                                                                                                           worker health and safety committees. They hold the following prevention and risk
                                                                                                     employee across all levels.
            60.00              55.11                                                                                                                                                       control programs:
            50.00                                                                                    We have a Group Security Policy that ensures adequate safeguards and protection                                                                                                       Employee Category                                 Average Training Hours per
                                                                                                                                                                                                Quarterly Workplace Assessments
                                                                                                     mechanisms for personnel and assets. As per the policy, we ensure that all security                                                                                                                                                         employee in FY 10
            30.00      19.90
                                                                                                     personnel deployed at all our centers have undergone mandatory training in safety          Ergonomic Training and Assessments
            20.00                                                                                                                                                                                                                                                                          Band 1 & 2 (Senior Management)                                  24
                                                    6.72                                             procedures including First Aid and Emergency Evacuation procedure.                         First Aid & Warden Training
                                                            4.47                 2.19                                                                                                                                                                                                                                                                      16
                                                                      1.13                                                                                                                                                                                                                 Band 3 & 4 (Middle Management) OTHERS
                       18-25   26-30        31-35   36-45 46-55       56-58      Above                                                                                                          Free Worker Health Checks
                                                                                  58                                                                                                                                                                                                       Band 5                                                          54
                                             Age Group
                                                                                                                                                                                                Free flu vaccinations (in 2010, vaccination included one for swine flu)                    Total                                                           94
   Gender-wise Turnover                                                                                                                                                                         Free facemasks and antibacterial gel supplied during flu season
                                                                                                                                                                                                                                                                                      Aegis Aspire
                                                                                                                                                                                                Official processes and procedures were put in place in the event that an
                                                                                                                                                                                                                                                                                      Aegis Aspire is the hiring and training division of Aegis focusing on the acquisition,
                                                            49                                                                                                                                  employee contracted a confirmed case of an infectious disease such as swine
                                                                                                                                                                                                                                                                                      retention, and development of agent resources. Aegis Aspire provides training
                                                                                                                                                                                                                                                                                      solutions for a wide variety of industry verticals which are serviced by Aegis.
                                                                                                                                                                                           A small number of employees in India and the US also participate in formal joint
                                                                                                                                                                                                                                                                                      Aegis Aspire offers the following training and development initiatives:
                                       Male                Female                                                                                                                          management committees on health and safety to chart out policies and procedures
                                                                                                                                                                                           for prevention and in case of health and safety risks.                                     1.     ACE: ACE is an acronym for Achieving Continuous Excellence and is a
                                                             70                                                                                                                                                                                                                              structured and stratified learning strategy. It builds a future talent pipeline at
                                                                                                                                                                                           In India, employees and management have conducted Road Safety sessions to
                                                                                                                                                                                                                                                                                             middle and junior management leaders from within the organization. ACE has
                                                                                                                                                                                           familiarize all employees with the information on safety and security in India. While in
                                                                                                                                                                                                                                                                                             had far reaching results for Aegis. It has been greatly accomplished as a
                                                                                                                                                                                           the Philippines, Health and Wellness programs were designed to address seasonal
                                                                                                                                                                                                                                                                                             retention and motivational tool for employees especially at the agent level. In
                                                                                                                                                                                           illnesses in January 2009 and publication material were distributed on flu and travel
                                                                                                                                                                                                                                                                                             addition, ACE training has significantly contributed to enhancing productivity
                                                                                                                                                                                                                                                                                             and the efficiency level of an individual employee. ACE has created a positive
      2009-10                                                                                                                                                                                                                                                                                perception about Aegis in the industry, which enables us to attract better talent
                                  Female                    Male                                                                                                                                                                                                                             through increased employee referrals and walk-ins. In 2009-10, more than 3115
Given the age of employees and the dynamic, ever-changing culture of the outsourcing industry, the                                                                                                                                                                                           man-hours of courses were conducted across various geographies.
attrition rates for most BPO companies are high. The monthly attrition rate for FY10 is 7.66%.

 30                                                                                                                                                                                                                                                                                                                                                                         31
The following are the components of Aegis ACE:                                            5.     Lakshya: Graduating students encounter obstacles in obtaining preferred jobs         In the Philippines, some of the training programs we have conducted are as follows:    Development Wheel
                                                                                                 and lack the practical skills required to transition to the corporate environment.                                                                                                            Creating Possibilities
a.   Pre- and Post-Program Evaluation: Evaluation determines the candidate’s
                                                                                                 Lakshya aims at providing a platform for refining skills and etiquette to make a
     aptitude and job fitment within his or her current role. It also provides us with
                                                                                                 candidate employable. We understand the skill sets specifically desired by                                                                                                             ADJUST                   BEHAVIOR
     information on his or her skills and strength areas as well as the primary areas                                                                                                                                                                                                   Connect with
                                                                                                                                                                                                                                                                                                                 Attitudes and
                                                                                                                                                                                                                                                                                                                 Beliefs             Aegis organization development team is currently
                                                                                                 your organization and can provide training to candidates.
     of opportunity.                                                                                                                                                                                                                                                                    Change
                                                                                          6.     Shiksha: This program is specially designed for agent-level employees to                                                                                                               Adapt                    Collaborative

b.   Instructor led modules: The ACE methodology involves interactive exercises in
                                                                                                 enable them to understand the cultural background of the end-customers. The
     the form of tests, quizzes, and team activities during the class, in the spirit of
                                                                                                 objective here is to train and develop a cultural affinity across all locations                                                                                                        DELIVERY                 CAPABILITIES           programs planned for the next 6 months
     practical learning during our sessions.                                                                                                                                                                                                                                            Execution                Skills, Knowledge

                                                                                                 towards the customers and provide the uniquely Aegis experience of superior                                                                                                            Edge                     Peak Performance
c.   E-modules: The E-module complements the learning of the instructor led                      customer satisfaction. This also enables the agent staff to understand the                                                                                                                                      Capacities             programs planned per year

     modules and assesses the participant’s level of knowledge after the program.                varied and distinct culture of the region from where our customers are calling.
d.   Review Sessions: We provide a platform to our participants to share their                   The end goal is to enhance the interactive spoken language quality of agent
                                                                                                                                                                                                                                                                                                 for Transformation
     learning with others through review sessions.                                               staff and help them build an “emotional connect” with the customers. This
                                                                                                 practice therefore increases the EQ (Emotional Quotient), which brings in
e.   On-the-job training: Participants are involved in various projects through which
                                                                                                 happy customers to the Aegis world.                                                                                                                                         Performance Management at Aegis
     they get to apply their learning and get a deeper understanding of the matter.

f.   Learning Management System: The Learning Management System (LMS)                     Aegis Shiksha has enabled cognizance of cultural diversity and regional identities to       In addition to the above, induction programs are conducted for every employee at the   aligning, and rewarding performance. This system allows for identification of potential
     facilitates access to learning content at any time, from any place, and at any       aid interactive ability thereby resulting in increasing Customer Satisfaction (C-Sat)                                                                                              employees to provide them with career growth in terms of enhanced role and
     pace. Thus, individuals can select convenient program dates for themselves.          scores.                                                                                     relevant to our operation including labor practices and human rights.                  promotion. All employees of Aegis receive regular performance and career
                                                                                                                                                                                                                                                                             development reviews.
     The LMS also provides students with the ability to use interactive features such                                                                                                 I-WIN: Infinite Possibilities Organization Development Program for Senior Leaders
     as threaded discussions, video conferencing, and discussion forums.                                                                                                              I-WIN is the organizational development program for senior leaders at Aegis, which     This year our focus is to integrate all these processes into one global performance

2.   Achieve: Achieve provides soft-skill solutions for an identified requirement in                                                                                                  caters to needs like change management, behavioral training, competencies and
     an organization. Companies identify work groups, teams, or departments that                                                                                                      capability building sessions, leadership training programs and more.
                                                                                                                                                                                                                                                                              Case Study: Spotlight on Nagaveni
     they feel should display enhanced skill-sets in a certain sphere. Achieve then
     initiates the project in phases: foundation building, role-based skill analysis,                                                                                                                                                                                                                      An excellent example of employee growth and reward on the basis of
                                                                                                                                                                                                                                                                                                           performance is the case of Nagaveni N.
     skill building, and skills application support.

3.   Inspire: A facilitator’s worth can be assessed by evaluating what other people                                                                                                                                                                                                                        started with us as a call center executive in Bangalore, India. Soon
                                                                                                                                                                                                                                      I - Self                                                             enough, in recognition of her good work, she was promoted to Team
     do with the knowledge that he or she shares. Inspire is a systematic approach
     to skill-building for facilitators. Advanced, customized toolkits ensure             Pictures of the batch being graduated from                                                                                                  W - We                                                               was given additional responsibilities to manage major business
     standardization in delivery, calibration of content, and structured modules.         the Aegis Shiksha training program at Aegis
                                                                                                                                                                                                                                                                               Assistant Manager overseeing the processes.”
                                                                                                                                                                                                                                      I - Initiatives and Interventions
4.   Interact: Interact conducts workshops that have specific programs tailored to                                                                                                                                                                                            Speaking of her overall experience at work, Nagaveni says, “Aegis is a friendly environment. The
     address specific needs in your organization. Lasting between one and five                                                                                                                                                        N - New Outcomes                        work culture is really good and my managers have always supported me on the job. I have been
                                                                                                                                                                                                                                                                              given a lot of opportunities to learn and I have always enjoyed my work.”
     days, the workshops use innovative techniques that rely on simulations, team              Aegis Shiksha program is implemented in India. This initiative has already                                                                                                     Through our training programs, Nagaveni has been able to build her skills in terms of time
     synergy, and a discovery-based process of learning.                                       certified more than 20,000 agents.                                                                                                                                             management, prioritizing work, strategic planning, and people management through her
                                                                                                                                                                                                                                                                              journey with us.

                       Disclosure on Management Approach - Product                                                                  Innovate processes and implement cutting-edge technology to deliver a great

                       Responsibility                                                                                                value proposition

     Happy Customers   We firmly believe that ensuring the privacy and security of our clients’ data is a high-priority
                                                                                                                                    Maintain a robust governance and execution model

                       task in the outsourcing industry. Hence, we have implemented physical, administrative, and              In practice, we deliver unique and differentiating value propositions that can be
                       technical controls to ensure the integrity, confidentiality, and privacy of our clients' information.   summarized as follows:
                       Our controls include a comprehensive enterprise security policy, employee confidentiality                    We bring over two decades of leadership in end-to-end customer lifecycle
                       statement, Non-Disclosure Agreements, and security acknowledgement statements, which are                     management
                       in accordance with industry standards, including:
                                                                                                                                    We offer customized solutions delivered on a bespoke model
                             Sarbanes-Oxley Act
                                                                                                                                    We have a variety of engagements models
                             EU Data Protection Directive
                                                                                                                                    We are close to our client and customer’s market, culture, language, and
                             National registered user – Do not call
                             Security compliance
                                                                                                                                    Our transatlantic and transpacific technology backbone can deliver any process,
                                                                                                                                    at any time, from any place
                             SAS 70
                                                                                                                                    We are financially a robust and stable company.
                       Certifications we acquired through our operational excellence practices aid us in reducing
                       costs for our clients while sustaining and increasing revenue, profitability, quality deliverables,     Enterprise Value Creation Strategy
                       and enhancing customer experience. Regular audits and assessments of our service quality
                                                                                                                               Our strategy to create value for our clients is illustrated in the image below. Our
                       and performance help to ensure that we continually strive to make operational improvements.
                                                                                                                               solutions are deliberately crafted to tackle the various experiences paradigms of the
                       Some of the certifications we have received include:                                                    outsourcing business:
                       COPC 2000®
                                                                                                                                    Our business process outsourcing services are targeted to manage the
                       SAS 70                                                                                                       end-customer’s experience from acquisition to retention and up-sell on behalf of
                                                                                                                                    our client, which leaves our clients free to focus on their core business and
                       At Aegis, we believe that generating value for our customers is inseparably linked
                                                                                                                                    unleash more value.
                       with the kind of experience we deliver.
                                                                                                                                    Our business-enabling solutions include the Aegis Global Academy’s
                       Our unique approach to delivering a superior customer experience encompasses the
                                                                                                                                    Post-Graduate Program in Service Management, through which we infuse the
                       entire spectrum of interactions, from the moment we begin our engagement, to the
                                                                                                                                    service industry with certified managers and evangelizers of customer
                       work we do, through the kind of relationships we build with our clients, associates,
                                                                                                                                    experience. In partnership with COPC, we ensure that the experience we deliver
                       and shareholder.
                                                                                                                                    remains not only consistent but also superior across all our processes and
                       Our strategy of managing the total customer lifecycle and customizing our solutions                          centers. Finally, through Aegis Tech, we provide unified communications, IT
                       to client requirements is an integral part of the experience we deliver. We are                              integration, and security and compliance solutions to empower business
                       committed to understanding our client’s needs, tailoring our engagement models,                              technology. All these add up to a “People, Process, and Technology” platform
                       delivering personalized solutions, and exceeding expectations on delivery.                                   that enables a common business experience for all our clients and customers.
                       The principles guiding our efforts at creating “Happy Customers” can be broadly                              Enterprise Global Shared Services at Aegis extends the business experience
                       summarized as follows:                                                                                       beyond traditional outsourcing to transformational outsourcing through spend
                             Meet and exceed customer expectations consistently                                                     management and shared outsourcing, by targeting the cost-centers of our
                             Standardize consistently high quality processes                                                        clients and converting them into profit-generators.
34                                                                                                                                                                                                              35
                      Egloss                                                                                                                                         Implement strategies to become a competitive differentiator in a dynamically        In terms of client needs, our survey brought up the following top issues that our                   In FY10, Aegis launched a slew of new services within e-GLOSS (Enterprise Global
         Extend                   Spend                                       FAO                                 HRO                                                customer focused market.                                                            clients expect from their outsourcing services provider:                                            Shared Services), such as Finance Shared Services and HR Shared Services. We
                                                                                                                                                                VIBES is about taking our client relationships to the next level. The theme for our           Cost reduction and optimization                                                                have also expanded from traditional business process outsourcing to
                                                                                                                                            Service Offerings

         Enable                 Technology                                   Process                           People
                                                                                                                                                                summit is “Partnering to Co-Create Value”—indicating the main objective of the                                                                                                               transformational outsourcing through our procurement and spend management
                                                                                                                                                                                                                                                              Operational efficiencies
                                                                                                                                                                event as being a common forum to improve our mutual abilities to generate value and                                                                                                          services.
         Manage                                 CLM                                                  Engineering
                                                                                                                                                                                                                                                              Expertise and technical know-how
                                                                                                                                                                improve our collective fortunes.                                                                                                                                                             Spend Management, in particular, is set to be a strategic game-changer for the
                                                                                                                                                                                                                                                              Customer care and retention                                                                    outsourcing industry with a potential to deliver immediate bottom-line savings as well
                                                                                                                                                                The need for such a summit came about as a result of the tremendous growth Aegis






                                                                                                             Hi Tech


                                                                                                                                                                experienced in recent years. We needed a periodic forum to interact on a "flat world"         Revenue maximization                                                                           as provide a longer-term competitive advantage in procurement and sourcing.
                                                                                                                                                                platform with our clients from across the globe.                                                                                                                                             Coupled with our commitment to sustainability in procurement and supply chain
                                                                                                                                                                                                                                                              Sustainable growth
                                                                                                                                                                                                                                                                                                                                                             management, this solution can transform a client’s procurement process from a
           India                USA                     The Philippines                       Costa Rice                                Kenya                   Every year, the summit is held at world-class venues across the world, where             Our customers have also indicated that we should expand our suite of services to                    cost-center to a profit-generating advantage in a responsible and sustainable manner.
                  South Africa                  Australia                           Sri Lanka                          UK                                       collaboration, exploration, and mutual exchange of learning are facilitated through      cover more areas of the business and customer lifecycle. Finally, another important
                                                                                                                                                                face-to-face interactions.                                                                                                                                                                   Another new offering within the Aegis fold is Engineering Services. Our expert
Aegis Client Relationships                                                                                                                                                                                                                               learning from our surveys has been that customers are now looking for more than just
                                                                                                                                                                                                                                                                                                                                                             engineers offer holistic engineering solutions that rely not merely on sight and
                                                                                                                                                                At VIBES, we showcase best practices and case studies in the industry and hold           cost-benefits to their vendor relationships; outsourcing services providers are now
As an affirmation of what we do well, Aegis currently has more than over 135 clients,                                                                                                                                                                                                                                                                        blueprints but on a comprehensive vision that can make our client’s venture a
                                                                                                                                                                presentations by experts and the Aegis team. Our presenters are at the top of their      expected to deliver value-added services and innovative enhancements to the
including some of the biggest names in Business, Finance, Healthcare, Insurance,                                                                                                                                                                                                                                                                             profitable one.
                                                                                                                                                                fields and generously share their insights, opinions, best-practices and war stories.    traditional business process services.
and Travel, who trust us to take care of their customers and their brand equity.                                                                                Over the years, the VIBES summit has brought together the thoughts of different                                                                                                              Finally, by growing inorganically, we have charted a strategic course intended to
In our core verticals of Telecom, Finance, Insurance, and Healthcare we collaborate                                                                             stakeholders in our business and has unlocked potential for service improvement          How we meet our client’s needs                                                                      augment our existing service capabilities and adding new ones along the entire
                                                                                                                                                                                                                                                                                                                                                             spectrum of customer lifecycle management in order to be the A to Z partner of
with some of the top companies in the world.                                                                                                                    and innovation.
                                                                                                                                                                                                                                                          Customer Need                      Aegis Solutions                                                 choice for all our client’s outsourcing needs. With us, clients get the advantage of size,
Finally, our commitment to adding value to the customer experience is evident from                                                                              Customer Feedback Surveys                                                                                                                                                                    scale of service coverage, deeper domain expertise, and greater flexibility. Our clients
our client tenures—in the range of 5 to 15 years, which are consistently above                                                                                                                                                                            Cost reduction                     Labor arbitrage, economies of scale, multi-shoring,
                                                                                                                                                                We believe that we succeed only when we help our clients win. Therefore, we try to                                           choice of engagement models, bespoke solutions,                 can choose from a variety of culturally, linguistically, and geographically proximal
industry average.
                                                                                                                                                                understand where our clients wish to be tomorrow in order for us to know how to help                                         procurement management                                          delivery centers to suit their needs and enable greater ease of doing business with us.
These relationships are nurtured through customer summits and regular feedback                                                                                  them get there. Our customer feedback surveys are an important tool to inform us of
                                                                                                                                                                                                                                                          Operational efficiencies           24x7 co-locational operations, multiple scalabilities and       Meeting and exceeding customer expectations
surveys that enable us to establish and maintain client intimacy and performance                                                                                what our customers’ changing needs are and how we can deliver better.                                                        disaster recovery, always ON virtual platform, COPC             We understand that customers are looking for the greatest flexibility in solutions at the
improvement to meet expectations.
                                                                                                                                                                Our surveys have shown that clients consistently rank “a positive and satisfying                                             standards and quality certifications
                                                                                                                                                                                                                                                                                                                                                             best cost possible. We meet that need by offering a variety of engagement and
VIBES                                                                                                                                                           experience” as among the top 5 most important parameters in evaluating their
                                                                                                                                                                                                                                                          Expertise and technical know-how   Superior domain expertise, certifications, quality standards,   service models that suit our client’s business objectives. Our wide-ranging risk
                                                                                                                                                                relationship with a service provider. Customers have also rated personalization of                                           training and development, six-sigma and COPC training,          management strategies can accommodate both near-term goals and long-term
VIBES is our annual customer summit platform. It is an acronym for Value, Innovation,
                                                                                                                                                                services as among their top priorities. In our survey asking clients to indicate their                                       Organization Development programs                               objectives. For instance, in addition to the classic agreement that is governed by a
Brand, Experience, and Strategy.
                                                                                                                                                                perception of Aegis, the following were some of the top responses:                                                                                                                           Statement of Work, we offer clients the following options in engagement models:
                                                                                                                                                                                                                                                          Revenue margin expansion           Transformational outsourcing, procurements and logistics
The VIBES summit is an indicator of what we can do for our clients. It represents our
                                                                                                                                                                     Customer-centric and client partner                                                                                     management and support, vendor evaluation,                           Gain Guarantee
ability to
                                                                                                                                                                     Expertise and excellent performance                                                                                     IT infrastructure improvements
                                                                                                                                                                                                                                                                                                                                                                  Our gain or economic guarantee allows us to share with the client financial gains
     Create and deliver lasting value
                                                                                                                                                                     Financially stable                                                                   Customer Care and Retention        Experience paradigm, total CLM, cultural and linguistic              obtained through transforming existing processes.
     Be driven by process and service innovation                                                                                                                                                                                                                                             affinity, agent training
                                                                                                                                                                     Solid growth
     Enable a disruptive brand impact upon our clients and the industry
                                                                                                                                                                     Responsive                                                                           Sustainable growth                 Flexibility, adaptability, and combining all of the above
     Leverage more than two decades of experience in building and implementing
                                                                                                                                                                     Strong brand image
     customer-centric engagement models
                                                                                                                                                                     Positive attitude
                                                                                                                                                                     On-time, anytime delivery
36                                                                                                                                                                                                                                                                                                                                                                                                                                                37
     Leverage Carve-out                                                                   Quality at Aegis is Business-as-Usual                                               Aegis conducts Monthly Business Review meetings with the top                        Global Data Security Standards
     This enables our client to variabilize captive centers on per employee,              At Aegis, continuous innovation and process improvement is built into the           including the CEO and the Promoter Director, to assess the
     workstation, or per transaction basis. In this manner, we can help our                  our business model. This makes            a matter    conducting business                                r                                  r
     r                                                                                    normal. Aegis has adopted COPC as a management standard and Six Sigma as
     Risk Mitigation                                                                      process improvement methodology. Our ITPL site is r          to the COPC
     Aegis mitigates risk by continuously investing in new capabilities to suit           Standard Release 4.1. Aegis is in the process deploying COPC practices across
     needs or customer demands. This eliminates capex and one-time                                                                                                                               roject
      r           ’                                                                       We use best-in-class practices based on COPC, SAS, and Six Sigma standards          State-of-the-art Technology
     Value Creation                                                                       calibrate the                          personnel, to measure and control            A key impediment to innovation is complacence and                with the status
     Combing creation value with innovation, we productize a special niche                within operations, and in recruitment and training processes. We conduct            At Aegis, we continue to periodically review what works and try to discover what
     that our customers have           over the years. The pr    are shared               monitoring and our comprehensive reviews include remote monitoring,                 work better. We regularly put our processes under structured evaluating
     our customers, thereby, making the niche service a revenue center. A                                                                                                     such as Six Sigma or Lean to analyze and devise new solutions.
              V                    r                                                                                                                                          indispensable component to continuous improvement is                        the     We realize that the privacy and security our clients' data is a high-priority task in
                                                                                          Our systems are            with voice and screen recording technology. We can
                                                                                                                                                                                                                                                                  outsourcing industry. Hence, we have implemented physical, administrative
Global Footprint                                                                          conduct live monitoring and playback through any Web browser rom any
                                                                                                                                                                                                                                                                  technical controls to ensure the integrity,               and privacy       our
                                                                                          For all evaluation purposes, we use                  measures such as               We also believe in investing in cutting-edge technology to help clients achieve
                                                                                                                                                                                                                                                                               Our controls include a comprehensive enterprise security policy
                                                                                          Variance Factors to evaluate the degree variation in our processes and take         objectives.              y, our technology             re allows us to route
                                                                                                                                                                                                                                                                  employee                   and security acknowledgement statements, which are
                                                                                                               r                 rds.                                         across any center located anywhere in the world. We use best-in-class dialers
                                                                                                                                                                                                                                                                  accor                             r
                                                                                          Presently, we have 36 Six Sigma projects running concurrently across sites                 rce management tools and marry them with best-in-breed methods such
                                                                                          businesses in addition to 25 employees at Green Belts and 12 employees at           Double Exponential Smoothening and Winter–Holt Methods to maximize revenue
                                                                                          and Master Black Belt levels. We have         senior managers and above                                                                                                                 r           rective
                                                                                                                     r                        rdinators.                      The IT              re   Aegis is designed and built       high e        y,     y                 register
                                                                                                        measurements based on customer experience is a part                   responsiveness, and redundancy. Several our call center technologies have
                                                                                          business leader's KPI. It is also important that internal measures such as          developed in-house and have                  demonstrated its ability to
                                                                                          resolution are aligned to customer experience and that               and            client applications. Many    our contact centers meet the Statement on                   HIPAA
                                                                                          correspond to this alignment. In the event       a slippage, we have designed       Standards No. 70          Type II, and are r          by VISA as complying with
                                                                                          implemented a robust root cause analysis mechanism to r        the matter as soon                r
                                                                                                      red.                                                                    Aegis has deployed STM-4 redundant MPLS network at domestic and inter
                                                                                          Robust governance and execution                                                     processes to create the Aegis Global Network. We work with multiple global
                                                                                                                                                                                      AT&T T                Verizon.
                                                                                          In addition to a                  Aegis has a robust governance process that is
We o r a great deal            in supporting various deployment scenarios using our
                                                                                                                                                                              Our transatlantic and              MPLS              links all our global
on-shore, near-shore, o shore, multi-country, and multi-lingual capabilities. In short,
                                                                                                                                                                              centers on a virtual plane. This backbone enables disaster recovery
we ar where o client’s eed us          W       deliver             rom any place, to
                                                                                                                                                                              multiple redundancies,       scalability options, management           tra
m         exceed our     ’s           n                       experience.

38                                                                                                                                                                                                                                                                                                                                                    39
                          Economic Sustainability                                                                  The members of the board are as follows:
                                                                                                                   Mr. Anshuman S. Ruia
                          Disclosure on Management Approach
     Happy Shareholders   Aegis has chosen Ernst & Young (EY) as its statutory auditors. This ensures that we
                                                                                                                   Chairman, Executive and Non-Independent Director

                                                                                                                   Mr. Vikash Saraf
                          follow the most stringent, appropriate, and best accounting and audit procedures for     Non-Executive and Non-Independent Director
                          reporting to the external world along with transparency standards of international       Mr. Aparup D. Sengupta
                          levels.                                                                                  Managing Director

                          Aegis has an in-house internal audit team with qualified and experienced members,        Mr. Dilip J. Thakkar
                                                                                                                   Non-Executive and Independent Director
                          which is truly independent and follows rigorous standards on internal controls and
                          procedures for assuring true independence. The team reports directly to the promoter     Mr. John Michael Lind
                                                                                                                   Non-Executive and Independent Director
                                                                                                                   Mr. Debashis Chatterjee
                          On the accounting front, Aegis prepares its audited consolidated financials under the    Non-Executive and Independent Director
                          Indian-GAAP. Aegis has also done the first time adoption of IFRS for the year ended
                          March 31, 2009, and has accordingly prepared its audited consolidated financials for     Committees
                          the same period. Going forward, we will consolidate our financials under both
                                                                                                                   The following are the committees of the Board:
                          Indian-GAAP and IFRS. This will ensure that we are at par with the international
                                                                                                                   Audit Committee
                          financial reporting standards being followed worldwide.
                                                                                                                   The scope and function of the Audit Committee is in accordance with Section 292A of
                                                                                                                   the Companies Act and Clause 49 of the Listing Agreements.
                          Corporate Governance
                                                                                                                   The constitution of the Audit Committee is as follows:
                          The Corporate Governance Charter at Aegis sets forth the vision and principles of our
                                                                                                                        Sr. No.               Name of the Director        Executive/ Non-Executive/Independent
                          governance structure. It is through this structure that the company objectives are set
                          and the means to attain those objectives and monitor performance are provided. The            1.                    Mr. John Michael Lind       Non-Executive and Independent

                          charter provides for values and standards, from where self regulation and best in             2.                    Mr. Debashis Chatterjee     Non-Executive and Independent
                          class governance can stem. Efforts are being made to establish and extend                     3.                    Mr. Vikash Saraf            Non-Executive and Non-Independent
                          governance to various interconnected building blocks of the ecosystem.
                                                                                                                   Mr. John Michael Lind is the Chairman of the Audit Committee.
                          Our Company complies with the corporate governance code in accordance with
                          SEBI Clause 49, including with respect to the appointment of independent directors       The purpose of the Audit Committee is to assist the Board in fulfilling its obligations
                          to our Board and the constitution of the following committees of the Board: the Audit    by receiving reports and making recommendations to the Board on matters including:
                          Committee, the Remuneration Committee, Sub Committee, and the Shareholders’/             a.        Financial reporting
                          Investors’ Grievance Committee.
                                                                                                                   b.        Internal control and information systems and related Enterprise Risk Management
                          Currently, our Board has two executive directors, one non-executive and                  c.        Internal audit
                          non-independent director and three non-executive and independent directors.
                                                                                                                   d.        External audit
                          The chairman of our Board is an executive and non-independent director and the
                                                                                                                   e.        Reinforce a culture of transparency and ethical business practices
                          board meeting frequency is a minimum of four times a year.
                                                                                                                   f.        Such other matters as may be determined by the Board

40                                                                                                                                                                                                            41
The Audit Committee is required to meet at least four times in a year, including once             Shareholders’/Investors’ Grievance Committee                                              At the apex governing body, we have six members comprising three independent                Disclosure of Management Approach on
before the finalization of annual accounts and once in every six months. The quorum
for the meetings is two members or one-third of the total number of members,
                                                                                                  The Shareholders’/Investors’ Grievance Committee is constituted by our Board at its       directors. These directors are independent in all respects and do not draw any
                                                                                                                                                                                            remuneration or do not have any transactions or interest or any relation with the
                                                                                                                                                                                                                                                                                        Corruption, Public Policy, Anti-competitive
whichever is higher, provided that at least two independent members are present.
                                                                                                  meeting held on February 8, 2010. The scope and function of the
                                                                                                                                                                                            promoters or other board members. The independence status is checked and                    Behavior, and Compliance
                                                                                                  Shareholders’/Investors’ Grievance Committee is in accordance with Clause 49 of
                                                                                                  the Listing Agreements.                                                                   controlled by the Company Secretary. The CS takes declarations from the members             Every employee at Aegis signs a confidentiality and non-disclosure agreement at the
Remuneration Committee
                                                                                                                                                                                            of the Board about their interest and ensures that they remain independent and free         time of joining. We have a zero tolerance towards non-compliance. A team of 15
The Remuneration Committee is constituted by our Board of Directors. It was                       The constitution of the Shareholders’/Investors’ Grievance Committee is as follows:
                                                                                                                                                                                            of conflict at all times. The transactions in which any member of the Board is              people across the globe is entrusted with the responsibility of ensuring and reporting
reconstituted on February 8, 2010.                                                                                                                                                          interested, the interested member is excluded from participation in the meeting on
                                                                                                    Sr. No.           Name of the Director           Executive/Non-Executive/Independent                                                                                                compliance. We have a monthly reporting procedure and we undertake periodic
The constitution of the Remuneration Committee is as follows:                                       1.                Mr. John Michael Lind          Non-Executive and Independent          the interested transaction and his or her presence and vote are not counted. The            audits to review compliance.
      Sr. No.              Name of the Director           Executive/Non-Executive/Independent
                                                                                                                                                                                            members of the Board intimate the status of their interest to the Company on a
                                                                                                    2.                Mr. Vikash Saraf               Non-Executive and Non-Independent                                                                                                  The anti-corruption policy is part of our employee code of conduct.
                                                                                                                                                                                            regular basis.
      1.                   Mr. John Michael Lind          Non-Executive and Independent             3.                Mr. Aparup D. Sengupta         Executive
                                                                                                                                                                                                                                                                                        The Company also has a robust Whistleblower policy. Whistle blowing is the
      2.                   Mr. Vikash Saraf               Non-Executive and Non-Independent                                                                                                 The Board members are selected on the basis of skills, experience, expertise,
                                                                                                  Mr. John Michael Lind is the Chairman of the Shareholders’/Investors’ Grievance                                                                                                       mechanics of reporting, by employees or other stakeholders, of wrongdoing such as
      3.                   Mr. Anshuman S. Ruia           Executive and Non-Independent
                                                                                                                                                                                            foresight, managerial qualities, and time availability. Debashish Chaterjee is the
                                                                                                  Committee.                                                                                                                                                                            fraud, malpractice, mismanagement, breaches of health, environment, and/or safety
                                                                                                                                                                                            director of IIM-Kozhikode, Dilip Thacker is a renowned Chartered Accountant and an
Mr. John Michael Lind is the chairman of the Remuneration Committee.                                                                                                                                                                                                                    laws or any other illegal or unethical acts, either on part of management or by
                                                                                                  The Shareholders’/Investors’ Grievance Committee is responsible for the redressal of      expert in Tax and FEMA regulations, and John Michael Lind is a renowned US law
The Remuneration Committee determines our Company’s remuneration policy,                          shareholders’ and investors’ grievances, such as non-receipt of share certificates,       attorney and a venture capitalist.
having regard to performance standards and existing industry practice. Under the                  annual report, and dividends. This committee oversees performance of the Registrars
                                                                                                                                                                                            The Board supervises the organization's identification and management of economic,
existing policies of our Company, the Remuneration Committee inter alia determines                and Transfer Agents of our Company and recommends measures for overall
                                                                                                                                                                                            environmental, and social performance, including relevant risks and opportunities,
the remuneration payable to our Directors including the Managing Director,                        improvement in the quality of investor services. This committee also monitors the
                                                                                                                                                                                            and adherence or compliance with internationally agreed standards, codes of
Whole-time Director, Executive Director and Manager. Apart from discharging the                   implementation and compliance of our code of conduct for prohibition of insider
                                                                                                                                                                                            conduct, and principles through the compliance and risk management system. The
above-mentioned functions, the remuneration committee also discharges the                         trading in pursuance of SEBI (Prohibition of Insider Trading) Regulations, 1992. This
                                                                                                                                                                                            same is reported to the Board in every Board meeting. As a practice, the company
following functions:                                                                              committee also deals with various matters such as consolidation/splitting of shares,
                                                                                                                                                                                            does not make any financial or in-kind contributions to political parties or politicians.
                                                                                                  transfer, and transmission of shares, issue of share certificates for lost, subdivided,
i.         Framing policies regarding remuneration and compensation including salaries                                                                                                      The performance, adherence to policies, and compliance of the Board is evaluated by
                                                                                                  consolidated, rematerialized, defaced, review of shares dematerialized, and all other
           and salary adjustments, incentives, bonuses, promotion, benefits, and                                                                                                            the promoters of the company.
                                                                                                  related matters.
           performance targets of the directors and manager
                                                                                                  The Company Secretary and Board of Directors                                              The company has risk profiling and mitigation processes through which it conducts
ii.        Framing (including amending) and implementing of stock options scheme                                                                                                            operational planning and strategic management.
           and/or stock purchase scheme for employees and directors and determining the           Employees are represented at Board through the Company Secretary (CS). The CS
                                                                                                  acts as a link between the shareholders and management and between the                    In FY10, there were no non-compliances with environmental laws, regulations, and
           eligibility criteria of employees for grant and exercise of stock options/securities
                                                                                                  employees and the management. The employees send their recommendations or                 voluntary codes concerning health, safety, and product and service information,
iii.       Framing policies and strategies for attracting and retaining employees, and            directions to the Company Secretary for taking it up at the Board.                        labeling, and use.
           employee development programs
                                                                                                  There are two executive directors in the company Board of Directors and their
iv.        Carrying out any other functions as may be delegated by the board of directors         compensation is determined on the basis of performance parameters decided by the
           of our Company in the terms of reference of the Remuneration Committee.                remuneration committee.

 42                                                                                                                                                                                                                                                                                                                                                                       43
Our Unique Business Innovation                                                             Aegis is now a global IT/BPO sector powerhouse, with locations in India, US, Costa          The entire paradigm of outsourcing is being reviewed not just within Aegis but also
                                                                                                                                                                                                                                                                                             Statistics on Economic Indicators
                                                                                           Rica, the Philippines, Kenya, South Africa, Australia, New Zealand, and Sri Lanka.          throughout the industry as fallout of the economic crisis. There are new pressures
At Aegis, innovation is inextricably tied to our vision—which is “to constantly innovate                                                                                               that go to the root of both political and economic emotions. Politically, there is
in order to have superior execution for our clients, thereby creating wealth for all the   In the short term, we aim to reach the billion dollar figure with more than 50,000
                                                                                                                                                                                       pressure to create localized jobs, whereas economically, companies are struggling
stakeholders.”                                                                             employees. This “Return on Equity” experience for our shareholders has been                                                                                                                                                     Revenue
                                                                                                                                                                                       against diminished revenues.                                                                                500                                                    533
                                                                                           possible through a rational, sustainable, and efficient management of all classes of
Our most unique business innovation has been our strategy of rapid growth from a
modest-sized of about 2,400 people in 2005 to over 38,900 people today. This was
                                                                                                                                                                                       Steps taken to mitigate business risks:                                                                     450

accomplished through a series of highly successful and strategic acquisitions based        Risks and Concerns                                                                          Aegis is highly attuned to the cultural, political, and economic sensitivities of the new                                                           347
on a carefully mapped out scientific methodology.                                                                                                                                      outsourcing paradigm. Consequently, we have designed a unique blend of global
                                                                                           With rapid growth and a dominant presence in the telecom, BFSI, healthcare, and
                                                                                                                                                                                       delivery that addresses these concerns. In collaboration with us, organizations have                        300
Since 2004, we have executed more than 15 acquisitions across the globe. Fourteen          travel verticals, Aegis is bound to face some risks and challenges. In particular, the IT
                                                                                                                                                                                       the liberty to choose from a global network of onshore, nearshore, and offshore                             250
of them have been highly successful; given the significant rate of failure in mergers      & ITeS sector, which has been one of the emerging and thriving verticals of the Indian
                                                                                                                                                                                       delivery centers, a variety of competency centers, and a customized mix of linguistic,                                                193
and acquisitions, our achievement is particularly noteworthy.                              economy, is fraught with risks.                                                                                                                                                                         200
                                                                                                                                                                                       cultural, and geographic proximity centers.
The constituents of this success, which reveal our innovative approach to                  The risks assessments and opportunities are continuously discussed with leadership                                                                                                                                   104
                                                                                                                                                                                       This has enabled us to withstand the downturn and give our clients the winning edge.                        100
acquisitions, can be broadly framed as follows:                                            team. Similarly, risk mitigation plans are also proposed and discussed.
                                                                                                                                                                                       At the same time, we are continuously investing in expanding our geographies and
1.   The E2C Balance Model – We explicitly recognize the Emotional and Economic            The following are the kinds of risks associated with outsourcing:                           securing new clients.
     impact as well as the needs of every individual undergoing an acquisition                                                                                                                                                                                                                       0
                                                                                                Operational risks: Possible slippages in quality, infrastructural downtimes, cost      Because we earn and invest within the same geographies, we are naturally hedged                                         FY’07        FY’08         FY’09           FY’10
     transformation. We strive to create a balance between emotional reassurance
                                                                                                or speed of process execution, difficulty in integration of acquisition, termination   against currency fluctuations, in most of our operating geographies. Moreover, we are
     and suitable economic compensation to improve Collaboration and reduce
                                                                                                of client contract, and tax holiday continuity.                                        not merely in the offshoring business but in the outsourcing business; hence, we are                                                FY’07       FY’08       FY’09        FY’10
                                                                                                Strategic risks: Issues such as protection of intellectual property, security, and     less prone to the negative bias in developed economies towards offshoring jobs to                         Revenue                     104        193         347           533
2.   The Five 9s Process – We follow the Five 9s process of acquisitions, which                                                                                                        the emerging economies. By situating our outsourcing centers within the developed
     involves identifying specific tasks that must be completed in 9 hours, 9 days, 9                                                                                                  economies or proximal neighbors, we mitigate political concerns from local                               Figures in million USD per annum
     weeks, and 99 days from the time the acquisition is announced. This eliminates             Composite risks: Longer term risks, such as losing the capability to execute                                                                                                                    Figures include all geographies from date of acquisition by holding company.
     ambiguities, maintains transparency and honesty in communication, and allows               such business processes in-house in the future due to loss of talent and
                                                                                                                                                                                                                                                                                   Note that Aegis South Africa received to total government grant of 2.47 million rand.
     everyone to plan ahead.                                                                    knowledge of the business process.

3.   The Aegis VIEW – Our proprietary management framework of Vision to create             Among these, strategic and composite risks can be mitigated by contract terms and
     value, Innovation that is historic, Execution that is economically viable and         operational controls. However, managing operational risks is an on-going activity that
     excellent, and Wealth that is generated for all our stakeholders, including clients   needs to be performed continuously. Our metrics provide a good framework for
     and employees, is the final guiding principle of our acquisition model.               continuous monitoring, reporting, and management of operational parameters.
                                                                                           Quality, infrastructure, cost, and speed of execution depend upon a variety of
Together, these principles form our robust M&A implementation strategy. Our model
                                                                                           orthogonal factors in process execution.
is carefully planned and based on a scientific examination of choice; this makes the
model repeatable, innovative, and successful.

44                                                                                                                                                                                                                                                                                                                                                                             45
                   Environment, Society, and Community                                                          Regarding our Investment and Procurement Practices, our Green Procurement policy
                                                                                                                focuses on buying recycled products and greening the supply chain.
     Happy World   We interact with our stakeholders within the context of a real world that can impact
                   the experience of each interaction. This world poses all of us with some real                Our commitment to a happier world also includes factors that impact the
                   challenges and concerns that have to be addressed by each of us. We see our efforts          development and sustainability of human life. We have detailed our philanthropic
                   at environmental sustainability as being an inseparable part of expanding our Happy          activities for the progress of people and planet under the umbrella of our
                   Experiences paradigm.                                                                        employee-driven initiative, Happy World.

                   As a services organization and given the nature of our business, Aegis may not have          Environmental Policy
                   a high impact on the environment. Nevertheless, in many areas such as
                   administrational operations and procurement, Aegis recognizes room for improving             Everyone deserves a healthy environment within which to live, work, and play. Aegis
                   resource efficiency and reducing the overall carbon footprint associated with our            strives to provide a healthy work environment for its employees and to conduct
                   activities.                                                                                  environmentally friendly business and procurement practices. To achieve these goals,
                                                                                                                Aegis has designed an Environmental Policy, which encompasses issues related to
                                                                                                                air, water, natural resources, people and the interrelation between all these
                                                                                                                influencers. In due course, Aegis will continue to enhance its Environmental Policy.
                   Disclosure on Management Approach for                                                        Driven by senior management leaders, the Aegis Environmental Policy aims at
                   Environmental Indicators                                                                     fostering environmental responsibility by setting higher standards at all levels,
                   At Aegis, we consider it in our best interest to maintain a healthy environment              reducing pollution by minimizing waste-generation, and introducing recycling
                   conducive to a flourishing life. We see ourselves accomplishing this through                 programs for printed paper and obsolete IT hardware. The policy continues to focus
                   minimizing our negative environmental impact and maximizing efficient use of                 on environment conservation as an essential element of our business philosophy,
                   resources.                                                                                   operations, and infrastructure. The main objectives of this policy are:

                   We have an environmental policy in place that demonstrates our top management’s                   To respect the health, safety, and environmental issues of employees, clients,
                   commitment towards the environment. We are taking concerted efforts towards                       vendors, and the local community
                   ensuring that we expand in a sustainable way.
                                                                                                                     To set, monitor, and review objectives and targets related to environmental
                   In our existing as well as new facilities, we have taken several energy saving                    management
                   measures to reduce our overall consumption. These initiatives have been taken in the
                                                                                                                     To remain conscious of the impact of our operations on the environment and
                   area of air conditioning, lighting, raw power, and DG usage and are detailed out
                                                                                                                     commit to continually improving our processes. Aegis will practice waste
                   below. These initiatives were taken at all our India locations. In FY11, we intend to
                                                                                                                     management in a sustainable manner to prevent pollution
                   include our overseas facilities in these initiatives. We have set a target of reducing our
                   energy consumption by 3% this year. We shall continue to take initiatives to reduce               To comply with currently applicable environmental and related regulations and
                   our paper and water consumption.                                                                  exceed the prescribed standards where appropriate and possible

                   Aegis has also launched activities to become carbon neutral and a “Green BPO” in                  To assess and seek to minimize the impact of business activities on the
                   the near future. We have begun monitoring our carbon footprint, including any                     environment by optimizing energy and power consumption and the use of
                   work-related travel by employees, and will work towards reducing them to the point                consumables and hardware through recycling or reuse
                   of achieving carbon neutrality. Our subsequent report will include the reductions
                   achieved in greenhouse gas emissions as a result of our carbon footprint
46                                                                                                                                                                                              47
     To strive to continually improve the Environment Management System and its                     Consumption of paper (2009-10)                                                       Infrastructure and Facility Management                                                      are provided. However, at all times, reuse is
     performance. Aegis will periodically review the system and communicate                                                                                                                                                                                                          preferable to recycling.                         A unique practice across
                                                                                                                      1,20,006                                                           All our facilities—both leased and owned—are in developed business areas or in
     updates to all concerned through appropriate channels                                                                                                                                                                                                                                                                            Aegis centers in India
                                                                                                                                                                                         commercial zones. We do not have any centers that are close to protected areas or           Purchase of recycled products: Aegis
                                                                                                                                       5769                                                                                                                                                                                           highlights the innovative
     To communicate the Environmental Policy to all Aegis employees and business              1,25,432                                                                                   regions that have high bio-diversity value.                                                 endeavors to purchase recycled products to
                                                                                                                                                                                                                                                                                                                                      manner in which we
     associates and make it available to the public on request                                                                                       Paper Reams
                                                                                                                                                                                                                                                                                     optimize consumption and stimulate
                                                                                                                                                                                         In the Philippines, we have made major investments in constructing an                                                                        attempt to reuse materials
                                                                                                                                                     Photocopying Reams                                                                                                              demand for recycled products, promoting
Our respect for the environment guides our business decisions and strategies.                                                                                                            environmentally green facility. This structure, which is currently under construction,                                                       and minimize waste. From
                                                                                                                                                     Letter Head (numbers)                                                                                                           the collection and reprocessing of waste,
Minimizing our negative environmental impact and managing energy, water, and                                                                                                             has a seating capacity of over 5000 employees, and is entirely being developed,                                                              across India, we are
                                                                                                                                                     Continuation Sheets (numbers)                                                                                                   and working towards a zero-discharge to
waste efficiently is a priority for us. Aegis supports green organizations that promote                                                                                                  managed, and owned by Aegis PeopleSupport, Inc.                                                                                              gathering the ream cover
                                                                                                                                                                                                                                                                                     landfills scenario. All delivery centers and
environmentally astute initiatives.                                                                                                                                                                                                                                                                                                  packets of A4 size papers,
                                                                                                                                                                                                                                                                                     offices across Aegis must purchase and use
Our Environmental Policy also requires us to promote sustainable business practices                                                      4,95,077                                        Energy Saving and Efficiency                                                                products manufactured from recycled
                                                                                                                                                                                                                                                                                                                                     which would normally be
by integrating environmentally friendly performance considerations into the                                                                                                              Due to the nature of our operations, we do not produce or deal with any waste that is                                                       discarded as waste. These
                                                                                                                                                                                                                                                                                     materials whenever feasible. In particular,
procurement process. The planning, acquisition, use, and disposal of products will be                                                                                                    deemed hazardous. Also, we are putting in place measures to ensure that our growth                                                          covers are being converted
                                                                                                                                                                                                                                                                                     recycled paper products must be used. All
                                                                                                                                                                                                                                                                                                                                     into spiral notepads and
assessed in line with the policy and we are committed to considering the                      Electricity Consumption in KWH                        Diesel Consumption in litres         and expansion as an organization is done not at the cost of environmental pollution,        recycled product purchases must be
environmental aspects, potential impact, and costs associated with the lifecycle                                                                                                         wastage, and inefficiencies.                                                                                                                are then donated to
                                                                                                    Electricity Consumption in KWH                     Diesel Consumption in litres                                                                                                  reported to the Administrative/Purchase
assessment of goods and services being acquired.                                                                                                                                                                                                                                                                                     schools for the blind across
                                                                                                                                                                                         To that end, we are taking the following measures across all our centers.                   Departments        across     Aegis     for
                                                                                                                      2,27,80,482.15                                         24,71,717                                                                                                                                               the various regions for
On the front of material management, Aegis is committed to implementing efficient                                                                                                                                                                                                    recordkeeping and reporting purposes.
                                                                                                                                                                                              Reduction of waste: Currently, we are segregating waste by type and disposal                                                           braille encoding.
and periodically reviewed processes. We are putting into practice actions to improve                                                                                                                                                                                                 Currently, we use recycled materials for
                                                                                                        1,51,40,431                                                                           method. However, this year, we intend to also monitor the quantity of different
resource consumption and minimize waste, taking into consideration the lifecycle                                                                                                                                                                                                     some of our office stationery such as
                                                                                                                                                                                              types of waste that is generated.
costs of products and implementing the hierarchy of preference to reduce, reuse, and                                                                                                                                                                                                 “green” notepads and printing the visiting cards of senior management on
recycle resources throughout the procurement process.                                                                                                                                         All delivery centers and offices will manage operations to reduce the quantity         recycled paper; however, we are considering an increase in the use of recycled
                                                                                                                                                                                              and toxicity of waste produced. Such measures include, but are not limited to,         material in the near future.
Our Resource and Energy Consumption                                                                                                                                                           the following:
                                                                                                                                                                                                                                                                                     Green supply chain: We are committed to encouraging our suppliers and
                                                                                                                                                               1,58,251                            Two-sided printing whenever appropriate                                           vendors to adopt environmentally friendly practices. To the extent possible, we
Due to our recent growth as an organization, we have witnessed an increase in our                       2008-09          2009-10
consumption of resources—particularly paper, water, and energy. However, no water                                                                                                                                                                                                    choose locally based suppliers who share our values on sustainability. In
                                                                                                                                                                                                   Updating mailing and distribution lists periodically to avoid overrun
sources have been significantly affected by our withdrawal of water.                                                                                                                                                                                                                 addition, we actively promote green procurement practices throughout our
                                                                                                                                                                                                   Use of e-mail whenever appropriate                                                supply chain and ensure a vendor selection that has minimal environmental
Our paper consumption increased by approximately 1,500 kilos in FY10 in comparison                       Water Consumption in litres                           2008-09       2009-10
                                                                                                                                                                                                   Giving preferential purchase consideration to products that are reusable,         impact.
to the previous fiscal year. We are putting practices in place across our centers to
                                                                                                                                                                                                   refillable, repairable, more durable, less toxic, recyclable, and requires less
reduce this figure in the future. We also plan to increase our use of recycled paper.
                          Paper Consumption (in reams)
                                                                                          2,12,83,808                                                                                         Reuse: All products and materials must be reused wherever and to the extent
                 07-08                   08-09                     09-10                                                                        4,10,15,403
                                                                                                                                                                                              possible during all stages in which we are part of a product lifecycle.
                 4859                     5096                     5769
                                                                                                                                                                                              Recycle: Discarded materials must be sorted and segregated into appropriate
*One ream equals 2.3kgs
                                                                                                                                                                                              containers for recycling. Office paper, corrugated cardboard, and aluminum
                                                                                                                                                     2008-09                                  beverage cans must always be placed in the appropriately marked containers.
                                                                                                                                                     2009-10                                  Other materials are to be recycled whenever feasible and wherever containers
48                                                                                                                                                                                                                                                                                                                                                              49
Green Procurement                                                                       Focus areas of procurement                                                                        Star running of motors                                                            The Aegis Happy World Initiative
                                                                                                                                                                                          Impeller trimming
                                          Green procurement or Environmentally          We are in favor of procuring supplies from energy-saving partners for our technology                                                                                                Society and Community
                                          Preferable Purchasing (EPP) is the            infrastructure needs. We have opted for PC configurations with low energy                         Replacing the floor springs with non-stop mode for all the doors at AC areas
                                          practice of procuring products and            consumption and servers with low-voltage CPUs. Our server storage facilities have                 where conventional floor springs are used
                                          services that are less harmful to the         efficient cooling systems with low-wattage consumption.                                           Provision of occupancy sensors for AC and lighting in closed cabins               Disclosure on Management Approach
                                          environment (land, air, and water) and to     We are also implementing eco-friendly considerations for infrastructure and                       Reduction in the pulley size                                                      The Aegis Happy World initiative is an employee-driven initiative for volunteerism,
                                          all species that depend on the                development. Rainwater harvesting has been introduced in our new facilities and we
                                                                                                                                                                                     Lighting                                                                               fund-raising, and philanthropy. Aegis volunteers have pledged their commitment to at
                                          environment for survival. Green products      will soon incorporate it in our older facilities as well. We are also examining the option                                                                                          least 8 hours of community service in a year. This initiative is our way of contributing
                                          are those that are produced with less         of using solar energy to further minimize our carbon footprint.                              Here are some of the steps we have taken to control the number of lighting usage
                                                                                                                                                                                                                                                                            positively to the environment and community and providing a platform for employees
                                          harmful materials or which upon usage or                                                                                                   hours and reduce load:
                                                                                        With regard to consumables, all old PCs that are in working condition are being                                                                                                     to become socially responsible citizens.
                                          consumption would have a minimal                                                                                                                Installed timers for path lights
                                                                                        donated to charitable organizations and all waste packing material is sold to dealers                                                                                               Happy World focuses its activities to create Happier People, Inclusive Progress, and
                                          impact on the environment. The Green
                                                                                        who are certified to recycle the waste products. We plan to start recycling our own               Automatic light sensors installed for periphery lights                            a Healthier Planet.
                                          Procurement Policy aims to implement
                                                                                        used paper and other materials in the short term.                                                 Lights switched off in unoccupied rooms and after business hours
                                          the Aegis Environment Policy in the                                                                                                                                                                                               Happy World has conducted more than 80 activities globally since 2008, such as
                                          following areas of procurement:
                                                                                        Energy-Saving and Efficiency Measures Taken                                                       Uninstalled unused lighting devices and maintaining LUX levels                    planting fruit trees in tribal villages, donating blood, and spending time with orphans
                                                                                                                                                                                          Use of Hilumen tubes                                                              and senior citizens. In early 2010, we donated approximately 8,100 US dollars through
                                                  Encourage the production of and       With regard to the areas of power and electricity usage, the following measures have                                                                                                employee contributions for various Happy World initiatives. Although there have been
                                                  have a preference for eco-friendly    been taken to reduce the number of usage hours, improve operational control,                      Installed impedance matching
                                                                                                                                                                                                                                                                            more employee contributions through the year, we have not been able to track every
                                                  and power-efficient products. For     increase efficiency, or reduce power load. Since these measures have been instituted              Individual switch control and sensors for lights in washrooms                     one of them. However, in the last quarter, we implemented certain systems and
                                                  instance, across most of our          recently, we will report on the effect of these measures in our subsequent reports.
                                                                                                                                                                                     Electricity                                                                            trackers to monitor Happy World activities more closely across the globe.
                                                  centers,    we    have    installed
                                                  energy-efficient CFL bulbs instead    Air-conditioning                                                                             Below, we highlight some of the measures taken with regard to electric-usage           Going forward, this year we will support cancer affected families through the “Cookies
     of ordinary bulbs and fluorescent tube lights. All employees are directed to       We have reduced the number of operational hours of chiller plants and we have                efficiency:                                                                            for Cancer” project and also work with the families of Sainiks (soldiers) through the
     switch off their monitors at the time of leaving                                   programmed a switch-off of the compressor at every one-hour interval at nights.                                                                                                     Jute Craft Project.
                                                                                                                                                                                          Automatic timers installed for exhaust fans in washrooms and pantry areas
                                                                                        During weekends when there is no occupancy, we switch off the Air Handling Unit                                                                                                     We will also be focusing this year on measuring and reducing our global carbon
     Prefer to purchase from less polluting sources or those that use environmentally                                                                                                     Turning off water coolers after office hours and during non-working weekends
                                                                                        (AHU) and during normal hours of operations, automatic timers turn the AHU off for                                                                                                  footprint by planting of trees that will diminish our carbon emissions.
     friendly technology, practices, and supply chains
                                                                                        10 minutes for every one hour of operation.                                                       Rescheduled operational hours of elevators after office-hours and during
     Prefer vendors that use recycled packaging material                                                                                                                                  non-working weekends
                                                                                        We ensure that our AC filters and cooling coils are cleaned periodically by
     For software products, to the extent feasible, the preferred mode of delivery      environmentally friendly chemical compounds.                                                      Decentralized compensation - capacitor bank
     shall be through the electronic medium (downloads or transfers). A server is       We maintain a steady temperature range of 24 degrees Celsius, plus or minus 2                Apart from the above organizational measures, we have taken steps to increase
     proposed to be deployed for the purpose, which would host the most commonly        degrees Celsius at the workstations. Our labs, servers, and communication rooms              employee-awareness of these matters to initiate energy-saving momentum on a
     required software. Rather than employing hard copies, secured access would be      are maintained at 21 degrees Celsius plus or minus 2 degrees.                                voluntary basis. To that end, we have email broadcasts of energy consumption data
     made available to the respective project teams to download the product from                                                                                                     to all employees on a monthly basis and post the same statistics on notice boards at
                                                                                        Other measures taken in AC energy efficiency include:
     the common server                                                                                                                                                               various locations.
                                                                                             Optimum running of chiller water pump by closing inlet and outlet valves of
     Internal Procurement Department (IPD) shall make efforts to recycle materials           compressors that are not running                                                        In addition, we conduct induction and training for housekeeping personnel to
     from old sites to the extent possible shall continue to make efforts.                                                                                                           educate them on the effective use of power and lights and appropriate use of
                                                                                             Regular audits on AHUs to identify and arrest leakages
                                                                                             Chemical cleaning of AHU coil                                                           materials for cleaning.
50                                                                                                                                                                                                                                                                                                                                                              51
We recognize that a holistic perspective on sustainability at Aegis would require       The following are some of the NGOs and charitable organizations we support:                 Employees from Aegis Engineering in Hazira volunteered to visit the Modeshwari             In Costa Rica, a recycling campaign was extended to cover toners and ink cartridges.
employee inclusion and awareness about the pertinent issues and the ability to                                                                                                      Hitwarthak Mandal Charitable Trust Old Age home at Bhata. Since the religious              Additional e-waste bins were installed apart from paper, plastic, and glass recycling
launch self-motivated activities. Aegis Happy World fulfills this need to offer our
                                                                                        Activities of Happy World                                                                   festival of Holi—a festival of colors—was around the corner, the volunteers used dry       containers in all buildings in Costa Rica.
employees a platform to effectively channelize their philanthropic and charitable       Listed below are some examples of the kind of activities Aegis has conducted across         colors to celebrate the day with the senior citizens.
                                                                                                                                                                                                                                                                               Costa Rica has also been awarded a certificate from
activities, thus making its impact more effective and targeted.                         its global locations since 2008.
                                                                                                                                                                                    Aegis Hyderabad celebrated Senior Citizen's Day by donating hygiene products like          the Universidad Nacional for being part of the “Allies
We have grouped the activities of Happy World on the basis of 3 guiding principles      Children and Senior Citizens                                                                soaps, hand wash liquids, and towels. The employees of Aegis Hyderabad also                for the climate change”, an effort that several
and their 3 targets of impact.                                                          The Happy World team visited the “Pinky Flavors” orphanage in Hyderabad with a              contributed to the cause in the form of old clothes and blankets.                          companies did in order to plant over 300 trees in the
                                                                                        token contribution and spent the day interacting with the children. Volunteers from         Aegis Ahmedabad celebrated the Senior Citizen’s Day by visiting an old age home.           first quarter of 2009.
                                 Guiding Philosophy                                     our center in Pune invited 15 children (girls) from a local shelter for orphaned children   Our volunteers entertained the residents with games and fun activities and many of         In association with the Sage Foundation, Happy
               Reach to all      Participation of all Aegis   Meaningful to Everyone    and women in distress, to our offices to get an experience of call center activities.       them got motivated and started sharing their talents in singing, dancing, and more.
               Communities             stakeholders
                                                                                                                                                                                                                                                                               World launched its first Healthier Planet activity in
                                                                                                                                    In the city of Jamshedpur, our Aegis                                                       Employee contributions added cheer to the       Mumbai. In collaboration with them, we planted 200
                                                                                                                                    volunteers visited a shelter for homeless                                                  lives of 300 senior citizens from local NGO     trees in a tribal village four hours out of the city of
                                                                                                                                    children and women who are physically                                                      in India in May 2009. A one-day meal was        Mumbai, as part of its school development program.
                                     Targeted Impact
                                                                                                                                    and mentally disabled. The team                                                            arranged with the INR 13,070 collected          Aegis volunteers offered a day’s work-pay to come
                Happier People         Happier Planet             Inclusive Progress
                                                                                                                                    distributed chocolates, clothes, toiletries,                                               from the employees. Aegis also organized        help plant the trees! We planted 150 banana trees,
                                                                                                                                    and other consumer goods.                                                                  a stall where the NGO members displayed         which will provide sustenance for the children through the year, and 50 rain trees,
The Happy World initiative aims to reach all communities regardless of class and                                                                                                                                               their greeting cards, planners, calendars,      which provide a good area of shade for the children to play. These plants are
                                                                                                                                    Happy World also visited shelters for
socio-economic status through activities involving the participation of all Aegis                                                                                                                                              thought booklets, and more.                     E-certified by Plant a Tree Today (PATT).
                                                                                                                                    underprivileged women. Aegis Bangalore
stakeholders. Ultimately, we hope to make these activities meaningful to both Aegis
                                                                                                                                    volunteered to visit “Vision India:                                                        On April 17, 2009, Bangalore employees          Children and the Underprivileged
as well as the external communities, resulting in a mutually beneficial relationship.
                                                                                                                                    Abayashram,” a rehabilitation center                                                       visited an orphanage that provides shelter,     Our engineering colleagues put up a stall for donation of old clothes and toys at the
The activities we initiate can be broadly categorized as having its impact on people,                                               working for the betterment of mentally                                                     food, and education to over 80                  Essar Sangam 2010 (Founders Day) in Hazira. In all, we collected about 274 items of
planet, and the progress of certain communities.                                                                                    disabled women. Donations were made                                                        underprivileged children. The orphanage is      clothing and 114 toys. The collected items were donated to Bharat Sevashram and
                                                                                                                                    both in terms of cash and kind on behalf of                                                also a shelter for over 15 senior citizens.     Yatimkhana charitable institutions.
Since 2008, we have collaborated with Non-Governmental Organizations (NGOs) and
                                                                                                                                    Aegis Happy World.                                                                         The employees spent some quality time
charitable bodies across the globe to launch employee-volunteered activities such as                                                                                                                                                                                           Aegis Noida hosted a unique resource mobilization initiative providing clothes and
visiting orphanages, homes for the less fortunate, Missionaries of Charity, homes for                                             A group of volunteers in Kolkata visited a                                                   with the children and also made some
                                                                                                                                                                                                                                                                               other basic amenities to millions in the region’s far-flung areas. They spread
senior citizens, homes for the mentally challenged and more. Our volunteers spend                                                 shelter for women at the Hope Foundation.                                                    monetary contributions.
                                                                                                                                                                                                                                                                               awareness about how to turn one’s waste into a resource for another. The teams also
time in engaging them with cultural activities and contributing with time, money, and                                             They conducted a donation-drive prior to                                                     Environmental Awareness                         donated lots of usable general clothing, school items, bed sheets, saris, shoes,
other items.                                                                                                                      the visit and took a collection of clothes                                                                                                   utensils, toys, story books, and old newspapers.
                                                                                                                                                                                                                            We partnered with a global NGO to spread
                                                                                        and accessories to the NGO. They also bought the residents of the shelter some jute                                                                                                    In association with the Parikrma Humanity Foundation (PHF), our Bangalore team
Aegis Happy World also supports relief campaigns, underprivileged children, blood                                                                                                   awareness among our employees about the environment and the likelihood of global
                                                                                        bags with an objective to reinforce the message of avoiding plastic and paper bags.                                                                                                    along with some of the children under the care of PHF promoted the “Change your
donation drives, education initiatives, cancer foundations and organizations such as                                                                                                warming. We also discussed the harmful effects of plastic and its products. The NGO
the Hope Foundation, Noah’s Arc – South Africa, Goonj, and the Sage Foundation.         Employee volunteers also went to Aastha Old Age Home. Gifts were distributed with           also conducted workshops on how to make paper bags from newspapers which could             world in half-a-day” campaign and raised approximately INR 1,60,000 in 2007 and
                                                                                        the intention of honoring senior citizens. Aegis Mumbai employees volunteered to            be used instead of plastic bags.                                                           INR 1,37,000 in 2009 for the underprivileged children. Aegis has been associated with
                                                                                        spend some time with the senior citizens at The Little Sisters of the Poor, Home for                                                                                                   the Parikrma Foundation for the last three years. Employees at Aegis celebrated
                                                                                                                                                                                    In accordance, we organized “Aegis Green Clubs” at all Aegis locations in India to
                                                                                        the Aged, and donate some medicines. This gave us the opportunity to visit a home                                                                                                      Children’s Day with Parikrama students at the Bangalore office premises. The
                                                                                                                                                                                    provide a platform for employees to serve the environment. The green clubs are local
                                                                                        for the disabled and a home for children in the vicinity.                                                                                                                              students of the foundation also performed at the Aegis Family Day in August 2009.
                                                                                                                                                                                    bodies that are responsible for working on the local issues related to the principles of
                                                                                                                                                                                    reducing, reusing, and recycling products. The green club has about 90 volunteers
52                                                                                                                                                                                                                                                                                                                                                              53
                                                                                                                                                                                    across India.
As a part of the 2009 children's day celebration, all centers across India celebrated      In October 2009, the states of Andhra Pradesh and Karnataka were badly affected by         Employees in Bangalore came together to donate blood. The e vent was organized in            either spray-painted in a fun color or shaved off. With the incredible company support
the day by visiting the various homes for children in Kolkata, Noida, Pune, Gurgaon,       floods and the people were forced to evacuate their villages. To help the                  association with the Rotary Club of Bangalore on May 25-27, 2009. Employees                  and employee en thusiasm, a handsome amount of 2600 rand was raised at the
and Bangalore.                                                                             disaster-affected people, Aegis Hyderabad launched the "Donate for a Cause"                contributed 94 units of blood.                                                               event.
Aegis joined hands with, which is the online volunteering platform          campaign to collect donations in kind like rice bags, clothes, and blankets. On
                                                                                                                                                                                      In another drive, Aegis and several Thalassemia Welfare Organizations got together           South Africa also organized a day to promote the education and career of
for IT and BPO industry employees initiated by the NASSCOM Foundation. The                 October 24, 2009, a team of employees visited the village of Alampur that was badly
                                                                                                                                                                                      to collect over a hundred units of blood at each center. The donors were informed on         girl-children. In October 2009, Aegis South Africa invited school-going girl-children
objective of MyKartavya is to contribute to child development and the relief of            hit by the floods and donated all the materials collected.
                                                                                                                                                                                      blood donation tips and the general information on Thalassemia. Each blood donor             between the ages of 16 and 18 (along with a family member or close friend) to the
underprivileged sections of the society. Aegis assisted in this initiative by organizing   All the Aegis America centers extended a helping hand towards the Haiti earthquake         was given a mug and a certificate in appreciation.                                           office for a day. The children were shown how a call centre works, met with team
events like exhibitions to encourage the employment of mentally challenged adults          victims by launching a "Loose change collection drive" program. The drive has                                                                                                           leaders and employees, and experienced a “day at work.”
and donation drives for computers and clothes.                                                                                                                                        In Joplin, USA, employees participated in a blood drive and collected 37 pints of
                                                                                           helped generate a generous US$4660.82, which went to the American Red Cross
                                                                                                                                                                                      blood.                                                                                       For more information on these and other activities, and for more photographs, visit
Aegis Kolkata, in alliance with the Art of Living Foundation and United Nations            Haiti Relief Fund.
Millennium Campaign, ran a donation drive to collect shoes and rice. This was a part       In addition to the “Loose Change Collection Drive,” many centers employed                  Other Community Services and Support
of a campaign called "Speed Up," which aims at eradicating poverty and hunger,             innovative ways to provide a momentum to the drive; for example, our centers in            As part of a community service initiative, members of the Joplin Community
achieving universal primary education for children, and ensures environmental              Fairmont, Sierra Vista and New York sold coupons to wear hats for $1; Irving, Joplin,      Committee and the Safety Committee gathered signatures and commitment for
sustainability.                                                                            Sierra Vista, and New York sold Casual Day coupons for $1; Irving, Joplin, Port St.        Community Volunteers and a new Safety Committee during the Mardi Gras week.
Aegis Lucknow and Ahmedabad celebrated the “Joy of Giving” week during                     Lucie, and Elkins held a bake sale; Costa Rica had a food and clothes collection           Our team obtained 46 new volunteers to sign-up in two hours.
September 27 to October 3, 2009, by participating in GOONJ's “Vastra – Samman”             drive; Joplin held a competition for supervisors that could raise the most money while
                                                                                                                                                                                      Aegis USA also supports the Caitlin Robb Foundation in their research on how to
pan-India campaign for contributing material, time, skills, or resources.                  one center in Irving sold raffle tickets for prizes.
                                                                                                                                                                                      eliminate pediatric cancer.
Our center in South Africa embarked on a social responsibility project with the Smile      In the Philippines, Aegis PeopleSupport organized a Relief Food Campaign aimed at
                                                                                                                                                                                      Employee volunteers from Irving, TX, visited an assisted living facility in the local area
Foundation to help disadvantaged South African children receive surgical                   helping Aegis employees who were severely affected by flash floods caused by
                                                                                                                                                                                      in February 2010. They happily participated in the monthly Bingo game and served
cranio-facial correction. The Smile Foundation calls upon the services of international    Typhoon Ketsana (on September 26) and Typhoon Parma (on October 1). About 50
                                                                                                                                                                                      cookies and punch.
and local doctors and surgeons to assist on a pro-bono basis in the performance of         boxes of relief goods, mostly food, clothing, and footwear, were received from fellow
                                                                                           employee donors from Manila, Cebu, and Baguio centers. These were repacked by              In Sierra Vista, USA, employees organized a “Book Drive” and collected 110 books,
corrective surgery on children who are unable to smile.
                                                                                           15 employee volunteers and distributed to 87 employees who were severely affected          which were then donated to a local nursing home that housed libraries for their
Over two occasions in 2009, a group of employees visited Noah’s Arc, an orphanage                                                                                                     patients.
                                                                                           by the disaster. Twenty-seven boxes of excess relief goods were then donated to
in South Africa. They spent their time there cleaning, re-painting, fixing, and
                                                                                           Sagip Kapamilya, a local charitable institution, who organized relief operations for the   In June 2009, Aegis PeopleSupport in the Philippines showed its support to end
re-furbishing the house that accommodates about 20 school-going orphans.
                                                                                           typhoon victims all over the metro.                                                        world hunger by joining "End Hunger, Walk the World"—a charity event sponsored by
AIDS Awareness and Outreach                                                                                                                                                           the United Nations World Food Program. About 150 employees joined the walk,
                                                                                           Blood Donation Drive
To mark the World AIDS Day, Aegis Hyderabad organized a "Food Carnival" on the                                                                                                        making Aegis PeopleSupport the third largest contingent and the only BPO to
                                                                                           In      the     Philippines,     Aegis
November 27 and 28, 2009, to help raise funds and other items for HIV-affected                                                                                                        participate in the global event. The event occurred simultaneously in 77 countries
                                                                                           PeopleSupport partnered with the
people at the State AIDS Control Society. The carnival ended with a session on AIDS                                                                                                   within 24 hours. Proceeds of the event were given to war afflicted areas of
                                                                                           Philippine Red Cross in a blood
awareness for employees.                                                                                                                                                              Mindanao-Philippines.
                                                                                           donation activity in February 2010 for
Disaster Relief Efforts                                                                    all our centers in the country, across                                                     The India Association of North Texas in the United States held a Gandhi Peace Walk
                                                                                           Manila, Cebu, and Baguio. The activity                                                     to remember and salute the great global peace advocate Mahatma Gandhi. Aegis
Following a severe flood in South India, Aegis worked with Bharat Sangha Ashram, an
                                                                                           aimed to promote Happier People by                                                         sponsored the program and distributed branded t-shirts to all participants.
NGO, to collect materials like blankets, food, and clothing to be handed over to the
                                                                                           giving employees the chance to                                                             In a fun activity that kicked off Happy World initiatives in South Africa soon after Aegis
victim of the flood.
                                                                                           donate to the Philippine Red Cross                                                         marked its presence in the nation, our employees organized a cancer awareness
                                                                                           blood bank. More than a hundred                                                            campaign in March 2009, wherein all employees were encouraged to get their hair
54                                                                                         donors across the centers donated nearly 40,000 cc units of blood.                                                                                                                                                                                                        55
     List of Abbreviations
     ACE        Achieving Continuous Excellence                                 HIPAA     Health Insurance Portability and Accountability Act

     AHU        Air Handling Unit                                               HRO       Human Resource Outsourcing

     APAC/MEA   Asia Pacific/Middle East & Africa                               IFRS      International Financial Reporting Standards

     BFSI       Banking Financial Services & Insurance                          IIMK      Indian Institute of Management, Kozhikode

     BOD        Board of Directors                                              ISO       International Organization for Standardization

     BPO        Business Process Outsourcing                                    ITeS      Information Technology Enabled Services

     CFL        Cathode Fluorescent Lamp                                        ITPL      International Technology Park

     CLM        Customer Lifecycle Management                                   KWH       Kilowatt Hour

     COPC       Customer Operation Performance Center                           M&A       Merger & Acquisition

     CRM        Customer Relationship Management                                MPLS      Multiprotocol Label Switching

     CS         Company Secretary                                               NASSCOM   National Association of Software Services Companies

     C-Sat      Customer Satisfaction                                           NGOs      Non-Governmental Organizations

     CSP        Customer Service Provider                                       PCI       Payment Card Industry

     DG         Diesel Generator                                                PCI DSS   Payment Card Industry Data Security Standard

     E2C        Emotional and Economic value to Collaboration and Creation of   SAS       Statement on Auditing Standards
                                                                                SEBI      Securities and Exchange Board of India
     e-GLOSS    Enterprise Global Shared Services
                                                                                SSS       Social Security System
     FAO        Finance & Accounting Outsourcing
                                                                                STM       Synchronous Transport Module
     FEMA       Foreign Exchange Management Act
                                                                                TMC       Technology Marketing Corporation
     FY         Fiscal Year
                                                                                VIBES     Value, Innovation, Brand, Experience, Strategy
     GAAP       Generally Accepted Accounting Principles
                                                                                VIEW      Vision, Innovation, Execution, Wealth
     GESIA      Gujarat Electronics and Software Industries Association

     GRI        Global Reporting Initiative

56                                                                                                                                              57
G3 Content Index
                     Profile Disclosure          Description                                                                                 Reference   Extent of reporting   Explanation                                      Profile Disclosure       Description                                                                                    Reference      Extent of reporting   Explanation

                     STANDARD DISCLOSURES PART I: Profile Disclosures                                                                                                                                                           3.7                      State any specific limitations on the scope or boundary of the report                              10                Full
                                                                                                                                                                                                                                                         (see completeness principle for explanation of scope).
                     1. Strategy and Analysis
                                                                                                                                                                                                                                3.8                      Basis for reporting on joint ventures, subsidiaries, leased facilities,                            10                Full
                     1.1                         Statement from the most senior decision-maker of the organization                               6              Full                                                                                     outsourced operations, and other entities that can significantly affect comparability

                                                                                                                                                                                                           Aegis Stakeholders
                                                                                                                                                                                                                                                         from period to period and/or between organizations.
                     1.2                         Description of key impacts, risks, and opportunities.                                        6-7, 44           Full
                                                                                                                                                                                                                                3.9                      Data measurement techniques and the bases of calculations, including assumptions                 35, 41              Full           We follow standard
                     2. Organizational Profile
                                                                                                                                                                                                                                                         and techniques underlying estimations applied to the compilation of the Indicators                                                  protocols for
                     2.1                         Name of the organization.                                                                      11              Full                                                                                     and other information in the report. Explain any decisions not to apply, or to substantially                                        data measurement
                                                                                                                                                                                                                                                         diverge from, the GRI Indicator Protocols.
                     2.2                         Primary brands, products, and/or services.                                                     15              Full
                                                                                                                                                                                                                                3.10                     Explanation of the effect of any re-statements of information provided in earlier reports,          -                Full           Not applicable as this
                     2.3                         Operational structure of the organization, including main divisions, operating companies,      15              Full                                                                                     and the reasons for such re-statement (e.g.,mergers/acquisitions, change of base                                                    is our first report
                                                 subsidiaries, and joint ventures.                                                                                                                                                                       years/periods, nature of business, measurement methods).
                     2.4                         Location of organization's headquarters.                                                       13              Full                                                            3.11                     Significant changes from previous reporting periods in the scope, boundary,                         -                Full           Not applicable as this
Aegis Stakeholders

                                                                                                                                                                                                                                                         or measurement methods applied in the report.                                                                                       is our first report
                     2.5                         Number of countries where the organization operates, and names of countries with               13              Full
                                                 either major operations or that are specifically relevant to the sustainability                                                                                                3.12                     Table identifying the location of the Standard Disclosures in the report.                        58-67               Full
                                                 issues covered in the report.
                                                                                                                                                                                                                                3.13                     Policy and current practice with regard to seeking external assurance for the report.          Inside front          Full
                     2.6                         Nature of ownership and legal form.                                                           11, 41           Full                                                                                                                                                                                       cover
                     2.7                         Markets served (including geographic breakdown, sectors served,                                                                                                                4. Governance, Commitments, and Engagement
                                                 and types of customers/beneficiaries).                                                        13, 35           Full                                                            4.1                      Governance structure of the organization, including committees under the highest                 14, 41              Full

                                                                                                                                                                                                           Happy Shareholders
                                                                                                                                                                                                                                                         governance body responsible for specific tasks, such as setting strategy
                     2.8                         Scale of the reporting organization.                                                          12, 15           Full                                                                                     or organizational oversight.
                     2.9                         Significant changes during the reporting period regarding size, structure, or ownership.       12              Full                                                            4.2                      Indicate whether the Chair of the highest governance body is also an executive officer.            41                Full
                     2.10                        Awards received in the reporting period.                                                      15-16            Full                                                            4.3                      For organizations that have a unitary board structure, state the number of members                 41                Full
                     3. Report Parameters                                                                                                                                                                                                                of the highest governance body that are independent and/or non-executive members.

                     3.1                         Reporting period (e.g., fiscal/calendar year) for information provided.                        10              Full                                                            4.4                      Mechanisms for shareholders and employees to provide recommendations                               42                Full
                                                                                                                                                                                                                                                         or direction to the highest governance body.
                     3.2                         Date of most recent previous report (if any).                                                   -              Full           Not applicable as this is
                                                                                                                                                                               our first report                                 4.5                      Linkage between compensation for members of the highest governance body,                           42                Full
                                                                                                                                                                                                                                                         senior managers, and executives (including departure arrangements), and the
                     3.3                         Reporting cycle (annual, biennial, etc.)                                                       10              Full                                                                                     organization's performance (including social and environmental performance).

                     3.4                         Contact point for questions regarding the report or its contents.                              10              Full                                                            4.6                      Processes in place for the highest governance body to ensure conflicts of                          43                Full
                                                                                                                                                                                                                                                         interest are avoided.
                     3.5                         Process for defining report content.                                                           10              Full

                     3.6                         Boundary of the report (e.g., countries, divisions, subsidiaries, leased facilities,           10              Full
                                                 joint ventures, suppliers). See GRI Boundary Protocol for further guidance.

58                                                                                                                                                                                                                                                                                                                                                                                                                    59
                     Profile Disclosure   Description                                                                         Reference     Extent of reporting   Explanation                        Profile Disclosure       Description                                                                             Reference   Extent of reporting   Explanation

                     4.7                  Process for determining the qualifications and expertise of the members of the          43               Full                                              STANDARD DISCLOSURES PART II: Disclosures on Management Approach (DMAs)
                                          highest governance body for guiding the organization's strategy on economic,
                                          environmental, and social topics.                                                                                                                          G3 DMA

                     4.8                  Internally developed statements of mission or values, codes of conduct,             11, 24, 25,          Full                                              DMA EC                   Disclosure on Management Approach EC                                                       41              Full
                                          and principles relevant to economic, environmental, and social performance           43, 47, 52
                                                                                                                                                                                                     DMA EN                   Disclosure on Management Approach EN                                                       47              Full
                                          and the status of their implementation.
                                                                                                                                                                                                     DMA LA                   Disclosure on Management Approach LA                                                       24              Full
                     4.9                  Procedures of the highest governance body for overseeing the organization's             43               Full
                                          identification and management of economic, environmental, and social performance,                                                                          DMA HR                   Disclosure on Management Approach HR                                                       30              Full
Happy Shareholders

                                          including relevant risks and opportunities, and adherence or compliance with
                                          internationally agreed standards, codes of conduct, and principles.                                                                                        DMA SO                   Disclosure on Management Approach SO                                                       51              Full

                     4.10                 Processes for evaluating the highest governance body's own performance,                 43               Full                                              DMA PR                   Disclosure on Management Approach PR                                                       35              Full
                                          particularly with respect to economic, environmental, and social performance.

                                                                                                                                                                                Happy Shareholders
                                                                                                                                                                                                     STANDARD DISCLOSURES PART III: Performance Indicators
                     4.11                 Explanation of whether and how the precautionary approach or principle is               43               Full
                                          addressed by the organization.                                                                                                                             Economic

                     4.12                 Externally developed economic, environmental, and social charters, principles,          16               Full                                              Performance Indicator    Description                                                                             Reference   Extent of reporting   Explanation
                                          or other initiatives to which the organization subscribes or endorses.                                                                                     EC1                      Direct economic value generated and distributed, including revenues, operating costs,      45             Partial
                     4.13                 Memberships in associations (such as industry associations) and/or national/            16               Full                                                                       employee compensation, donations and other community investments,
                                          international advocacy organizations in which the organization: * Has positions                                                                                                     retained earnings, and payments to capital providers and governments.
                                          in governance bodies; * Participates in projects or committees; * Provides                                                                                 EC2                      Financial implications and other risks and opportunities for the organization's          47, 51           Partial
                                          substantive funding beyond routine membership dues; or * Views membership                                                                                                           activities due to climate change.
                                          as strategic.
                                                                                                                                                                                                     EC3                      Coverage of the organization's defined benefit plan obligations.                           25              Full
                     4.14                 List of stakeholder groups engaged by the organization.                                 19               Full
                                                                                                                                                                                                     EC4                      Significant financial assistance received from government.                                 45              Full
                     4.15                 Basis for identification and selection of stakeholders with whom to engage.             18               Full
                                                                                                                                                                                                     EC5                      Range of ratios of standard entry level wage compared to local minimum                     25              Full
                     4.16                 Approaches to stakeholder engagement, including frequency of engagement             20, 21, 22           Full                                                                       wage at significant locations of operation.
                                          by type and by stakeholder group.
                                                                                                                                                                                                     EC6                      Policy, practices, and proportion of spending on locally-based suppliers                   49              Full
                     4.17                 Key topics and concerns that have been raised through stakeholder engagement,       18, 20-22            Full                                                                       at significant locations of operation.
                                          and how the organization has responded to those key topics and concerns,
                                          including through its reporting.                                                                                                                           EC7                      Procedures for local hiring and proportion of senior management hired from                 28              Full
                                                                                                                                                                                                                              the local community at significant locations of operation.

                                                                                                                                                                                                     EC8                      Development and impact of infrastructure investments and services provided              28, 51-55          Full
                                                                                                                                                                                                                              primarily for public benefit through commercial, in-kind, or pro bono engagement.

                                                                                                                                                                                                     EC9                      Understanding and describing significant indirect economic impacts,                        28              Full
                                                                                                                                                                                                                              including the extent of impacts.

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              Performance Indicator   Description                                                                             Reference   Extent of reporting   Explanation                                Performance Indicator   Description                                                                          Reference    Extent of reporting   Explanation

              Environmental                                                                                                                                                                                Environmental

              EN1                     Materials used by weight or volume.                                                        48              Full                                                      EN19                    Emissions of ozone-depleting substances by weight.                                       -               Full           NA

              EN2                     Percentage of materials used that are recycled input materials.                            49              Full                                                      EN20                    NOx, SOx, and other significant air emissions by type and weight.                        -               Full           We are currently not
                                                                                                                                                                                                                                                                                                                                                           reporting but intend to do
              EN3                     Direct energy consumption by primary energy source.                                        48              Full                                                                                                                                                                                                      so in the long term
              EN4                     Indirect energy consumption by primary energy source.                                      48              Full                                                      EN21                    Total water discharge by quality and destination.                                        -               Full           We are discharging
                                                                                                                                                                                                                                                                                                                                                           domestic effluent from
              EN5                     Energy saved due to conservation and efficiency improvements.                              50              Full                                                                                                                                                                                                      all our locations through
              EN6                     Initiatives to provide energy-efficient or renewable energy based products               50-51             Full                                                                                                                                                                                                      the city sewage treatment
                                      and services, and reductions in energy requirements as a result of these initiatives.                                                                                                                                                                                                                                system

                                                                                                                                                                                                           EN22                    Total weight of waste by type and disposal method.                                       49              Full
Happy World

              EN7                     Initiatives to reduce indirect energy consumption and reductions achieved.               49-51             Full

              EN8                     Total water withdrawal by source.                                                          48              Full                                                      EN23                    Total number and volume of significant spills.                                           -               Full           There were no significant
                                                                                                                                                                                                                                                                                                                                                           spills in the reporting

                                                                                                                                                                                             Happy World
              EN9                     Water sources significantly affected by withdrawal of water.                               48              Full                                                                                                                                                                                                      period

              EN10                    Percentage and total volume of water recycled and reused.                                  -               Full           We are currently not                       EN24                    Weight of transported, imported, exported, or treated waste deemed hazardous             49              Full
                                                                                                                                                                reporting but intend to do                                         under the terms of the Basel Convention Annex I, II, III, and VIII, and percentage
                                                                                                                                                                so in the long term                                                of transported waste shipped internationally.

              EN11                    Location and size of land owned, leased, managed in, or adjacent to,                       49              Full                                                      EN25                    Identity, size, protected status, and biodiversity value of water bodies                 -               Full           NA
                                      protected areas and areas of high biodiversity value outside protected areas.                                                                                                                and related habitats significantly affected by the reporting organization's
                                                                                                                                                                                                                                   discharges of water and runoff.
              EN12                    Description of significant impacts of activities, products, and services on                -               Full           NA
                                      biodiversity in protected areas and areas of high biodiversity                                                                                                       EN26                    Initiatives to mitigate environmental impacts of products and services,              49, 50, 51          Full
                                      value outside protected areas.                                                                                                                                                               and extent of impact mitigation.

              EN13                    Habitats protected or restored.                                                            -               Full           NA                                         EN27                    Percentage of products sold and their packaging materials that                           -               Full           NA
                                                                                                                                                                                                                                   are reclaimed by category.
              EN14                    Strategies, current actions, and future plans for managing impacts on biodiversity.        -               Full           NA
                                                                                                                                                                                                           EN28                    Monetary value of significant fines and total number of non-monetary sanctions           -               Full           No Case
              EN15                    Number of IUCN Red List species and national conservation list species                     -               Full           NA                                                                 for non-compliance with environmental laws and regulations.
                                      with habitats in areas affected by operations, by level of extinction risk.
                                                                                                                                                                                                           EN29                    Significant environmental impacts of transporting products and other goods               47              Full
              EN16                    Total direct and indirect greenhouse gas emissions by weight.                              47              Full                                                                              and materials used for the organization's operations, and transporting
                                                                                                                                                                                                                                   members of the workforce.
              EN17                    Other relevant indirect greenhouse gas emissions by weight.                                47              Full
                                                                                                                                                                                                           EN30                    Total environmental protection expenditures and investments by type.                     -               Full           We are currently not
              EN18                    Initiatives to reduce greenhouse gas emissions and reductions achieved.                    47              Full
                                                                                                                                                                                                                                                                                                                                                           monitoring but intend to
                                                                                                                                                                                                                                                                                                                                                           do so in the short term

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                  Performance Indicator      Description                                                                        Reference    Extent of reporting   Explanation                                     Performance Indicator   Description                                                                         Reference   Extent of reporting   Explanation

                  Social: Labor Practices and Decent Work                                                                                                                                                          Social: Human Rights

                  LA1                        Total workforce by employment type, employment contract, and region.                  29               Full                                                           HR1                     Percentage and total number of significant investment agreements that include          31              Full
                                                                                                                                                                                                                                           human rights clauses or that have undergone human rights screening.
                  LA2                        Total number and rate of employee turnover by age group, gender, and region.          30               Full
                                                                                                                                                                                                                   HR2                     Percentage of significant suppliers and contractors that have undergone screening      31              Full
                  LA3                        Benefits provided to full-time employees that are not provided to temporary           25               Full                                                                                   on human rights and actions taken.
                                             or part-time employees, by major operations.
                                                                                                                                                                                                                   HR3                     Total hours of employee training on policies and procedures concerning aspects         33              Full
                  LA4                        Percentage of employees covered by collective bargaining agreements.                  31               Full                                                                                   of human rights that are relevant to operations, including the percentage
                                                                                                                                                                                                                                           of employees trained.
                  LA5                        Minimum notice period(s) regarding significant operational changes,                   31               Full           NA

                                                                                                                                                                                                 Happy Employees
                                             including whether it is specified in collective agreements.                                                                                                           HR4                     Total number of incidents of discrimination and actions taken.                         31              Full
                  LA6                        Percentage of total workforce represented in formal joint management-worker           31               Full                                                           HR5                     Operations identified in which the right to exercise freedom of association           20, 27           Full
Happy Employees

                                             health and safety committees that help monitor and advise on occupational                                                                                                                     and collective bargaining may be at significant risk, and actions taken to
                                             health and safety programs.                                                                                                                                                                   support these rights.
                  LA7                        Rates of injury, occupational diseases, lost days, and absenteeism,                    -               Full           Currently we are not                            HR6                     Operations identified as having significant risk for incidents of child labor,         30              Full
                                             and number of work-related fatalities by region.                                                                      monitoring safety                                                       and measures taken to contribute to the elimination of child labor.
                                                                                                                                                                   statistics but intend to do
                                                                                                                                                                   in the short term                               HR7                     Operations identified as having significant risk for incidents of forced or            30              Full
                                                                                                                                                                                                                                           compulsory labor, and measures to contribute to the elimination of forced
                  LA8                        Education, training, counseling, prevention, and risk-control programs in place       31              Partial                                                                                 or compulsory labor.
                                             to assist workforce members, their families, or community members
                                             regarding serious diseases.                                                                                                                                           HR8                     Percentage of security personnel trained in the organization's policies or             30              Full           While different aspects
                                                                                                                                                                                                                                           procedures concerning aspects of human rights that are relevant to operations.                                        of human rights are
                  LA9                        Health and safety topics covered in formal agreements with trade unions.               -               Full           NA                                                                                                                                                                                            covered in security
                                                                                                                                                                                                                                                                                                                                                                 personnel training,
                  LA10                       Average hours of training per year per employee by employee category.                 31               Full
                                                                                                                                                                                                                                                                                                                                                                 a more comprehensive
                  LA11                       Programs for skills management and lifelong learning that support the              31, 32, 33          Full                                                                                                                                                                                                         training is underfoot
                                             continued employability of employees and assist them in managing career endings.                                                                                                                                                                                                                                    in the short term

                  LA12                       Percentage of employees receiving regular performance and career                      33               Full                                                           HR9                     Total number of incidents of violations involving rights of indigenous people           -              Full           There were no incidents
                                             development reviews.                                                                                                                                                                          and actions taken.                                                                                                    in the reporting period

                  LA13                       Composition of governance bodies and breakdown of employees per                     27, 29             Full
                                             category according to gender, age group, minority group membership,
                                             and other indicators of diversity.

                  LA14                       Ratio of basic salary of men to women by employee category.                           27               Full

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                                   Performance Indicator   Description                                                                               Reference   Extent of reporting   Explanation                                  Performance Indicator       Description                                                                           Reference   Extent of reporting   Explanation

                                   Social: Society                                                                                                                                                                                  Social: Product Responsibility
Happy World / Happy Shareholders

                                   SO1                     Nature, scope, and effectiveness of any programs and practices that assess                   28              Full                                                        PR1                         Life cycle stages in which health and safety impacts of products and services             -               Full          NA
                                                           and manage the impacts of operations on communities, including entering,                                                                                                                             are assessed for improvement, and percentage of significant products and
                                                           operating, and exiting.                                                                                                                                                                              services categories subject to such procedures.

                                   SO2                     Percentage and total number of business units analyzed for risks related to corruption.      44              Full                                                        PR2                         Total number of incidents of non-compliance with regulations and voluntary               43               Full
                                                                                                                                                                                                                                                                codes concerning health and safety impacts of products and services during their
                                   SO3                     Percentage of employees trained in organization's anti-corruption                            33              Full                                                                                    life cycle, by type of outcomes.
                                                           policies and procedures.
                                                                                                                                                                                                                                    PR3                         Type of product and service information required by procedures, and percentage            -               Full          We comply with all the
                                   SO4                     Actions taken in response to incidents of corruption.                                        -               Full           There were no incidents                                                  of significant products and services subject to such information requirements.                                          relevant laws pertaining
                                                                                                                                                                                       in the reporting period                                                                                                                                                                          to BPO and outsourcing

                                                                                                                                                                                                                  Happy Customers
                                                                                                                                                                                                                                                                                                                                                                                        in all the countries in
                                   SO5                     Public policy positions and participation in public policy development and lobbying.       16, 22            Full
                                                                                                                                                                                                                                                                                                                                                                                        which we operate.
                                   SO6                     Total value of financial and in-kind contributions to political parties, politicians,        43              Full
                                                                                                                                                                                                                                    PR4                         Total number of incidents of non-compliance with regulations and voluntary               43               Full
                                                           and related institutions by country.
                                                                                                                                                                                                                                                                codes concerning product and service information and labeling, by type of outcomes.
                                   SO7                     Total number of legal actions for anti-competitive behavior, anti-trust,                     -               Full           There were no complaints
                                                                                                                                                                                                                                    PR5                         Practices related to customer satisfaction, including results of surveys measuring      36, 37            Full
                                                           and monopoly practices and their outcomes.                                                                                  in the reporting period
                                                                                                                                                                                                                                                                customer satisfaction.
                                   SO8                     Monetary value of significant fines and total number of non-monetary sanctions               -               Full           None
                                                                                                                                                                                                                                    PR6                         Programs for adherence to laws, standards, and voluntary codes related to                 -               Full          We retain well
                                                           for non-compliance with laws and regulations.
                                                                                                                                                                                                                                                                marketing communications, including advertising, promotion, and sponsorship.                                            established advertising
                                                                                                                                                                                                                                                                                                                                                                                        firms who follow
                                                                                                                                                                                                                                                                                                                                                                                        country codes as

                                                                                                                                                                                                                                    PR7                         Total number of incidents of non-compliance with regulations and voluntary               43               Full
                                                                                                                                                                                                                                                                codes concerning marketing communications, including advertising, promotion,
                                                                                                                                                                                                                                                                and sponsorship by type of outcomes.

                                                                                                                                                                                                                                    PR8                         Total number of substantiated complaints regarding breaches of customer privacy           -               Full          There were no complaints
                                                                                                                                                                                                                                                                and losses of customer data.                                                                                            in the reporting period

                                                                                                                                                                                                                                    PR9                         Monetary value of significant fines for non-compliance with laws and regulations          -               Full          None
                                                                                                                                                                                                                                                                concerning the provision and use of products and services.

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