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					         Belgium

                                                                      avg # of
                                                                     camp per      Order Fulfilment + Third party
Number Initiative                                      Yr. 1 Volumes customer              management                           Graphics                     CS                        ProActive care              Total    Headcount cost                          Comments                       Assumptions - Order Fulfilment and third party providers                            Assumptions - Graphics                         Assumptions - Customer service                         Assumptions - ProActive Care
                                                           IT Sup                 Automation Manual Average           Automation Manual Average   Automation Manual Average   Automation    Manual      Average                   €
   1     MySite Rebundling                                                                0.24      0.24       0.24         0.14      0.14 0.14         0.38    0.38   0.38          0.36       0.36        0.36     1.12               61,613                                                  There should be an automated CRM and workflow, such as                     There should be an automated CRM and               There should be an automated CRM and                  There should be an automated CRM and
                                                                                                                                                                                                                                                                                                Selligent to drive and record customer interaction and product             workflow, such as Selligent to drive and record    workflow, such as Selligent to drive and record       workflow, such as Selligent to drive and record
                                                                                                                                                                                                                                                                                                flow. All reporting should be automated and, at a minimum,                 customer interaction and product flow              customer interaction and product flow                 customer interaction and product flow
                                                                                                                                                                                                                                                                                                monitoring should provide automated alerts (with manual
                                                                                                                                                                                                                                                                                                corrective actions). Customer acceptance will be be automated
                                                                                                                                                                                                                                                                                                email and automatic uploads t Advertiser Lounge

         Upgrade from Basic to paying item                     550                        0.06      0.06      0.06          0.14   0.14    0.14         0.25   0.25    0.25           0.36      0.36        0.36                                 30mins                                         (1.) It takes 10 minutes to process the MySite, check if complete,         (1.) Baseline the service to Belgium (2.) An       (1.) A flat 0.25 FTE is assumed to answer             (1.) The PAC plan requires two customer calls to
                                                                                                                                                                                                                                                                                                validate the number in As400 and pass logo or picture creation to          optimiser/graphics artist will spend 30 minutes customer calls and queries on these sites                all MySite paid customers (2.) The call takes 30
                                                                                                                                                                                                                                                                                                graphics (2.) All sales will arrive via FEU in each unit (3.) There will   updating the client website. (3. ) This does not                                                         minutes
                                                                                                                                                                                                                                                                                                be no or minimal manual order fulfilment required (4.) The link            involve a customer contact, this is a content play
                                                                                                                                                                                                                                                                                                to CSA/MySite creation will be automated by electronic feed                (4.) Only 80% of websites require updating.



         5 my Site support sessions in MS+                    3400                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 no impact for BE as changes included in MS+.   No impact                                                                  No impact                                          (1.) Assumed there is an application allowing for     (1.) If the sessions are to be addressed
                                                                                                                                                                                                                                                 Service or tools will be required to be more                                                                                                                                 scheduling and counter of remaining session (2.)      ProActively and there is no automation there
                                                                                                                                                                                                                                                 efficient                                                                                                                                                                    we sell "up to" five sessions (3.) proactively call   will be a manual input (2.) The manual call is 10
                                                                                                                                                                                                                                                                                                                                                                                                                              three times only, not five. (4.) each session is      minutes duration (3.) We need to call a quarter
                                                                                                                                                                                                                                                                                                                                                                                                                              potentially 60 minute duration, or part thereof.      of customer to maintain their run rte of service
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    sessions (to avoid a backlog)

         SEO Differentiation - revision of kws (MS+)          3400                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 already in place + no increase in number of MS No impact                                                                  No impact                                          No impact                                             No impact

         TLDs in MS+                                          3400                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 already in place                               (1.) The FEU in each unit will interface with the IP provider      No impact                                                  No impact                                             No impact
                                                                                                                                                                                                                                                                                                registration and allow the rep to prescribe the top level domain
                                                                                                                                                                                                                                                                                                at the point of sale. (2.) The rep then sends in the documentation
                                                                                                                                                                                                                                                                                                to Operations and we manually administer the registration (3.)
                                                                                                                                                                                                                                                                                                Operations email the customer on successful registration


         Post-fill                                             550                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 already in place                               No impact                                                                  No impact                                          No impact                                            No impact
         sub-domains                                         21000                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 should be done by sales in Self Serve          No impact as will be amended by the rep via FEU at point of sale           (1.) will be done by sales in MySite admin         No impact as will be amended by the rep via          No impact
                                                                                                                                                                                                                                                                                                                                                                                                                              FEU at point of sale
         Claim your business                                  3,300                       0.18      0.18      0.18          0.00   0.00    0.00         0.13   0.13    0.13           0.00      0.00        0.00                                                                                (1.) The claim your business link between the MySite Self serve to No impact                                                  (1.) Customer Service will receive calls in relation No impact
                                                                                                                                                                                                                                                                                                Base Data will involve heading or name verification in only 33% of                                                            to the Claim your Business initiative (2.)
                                                                                                                                                                                                                                                                                                occasions (2.) The manual verification will take 15 minutes on                                                                Answering queries and resolution/validation will
                                                                                                                                                                                                                                                                                                average (3.) There is no verification on any data except for                                                                  take 15 minutes on average (3.) There is no
                                                                                                                                                                                                                                                                                                headings changes and certain name verification (as per marketing                                                              verification on any data except for headings
                                                                                                                                                                                                                                                                                                business case)                                                                                                                changes and certain name verification (as per
                                                                                                                                                                                                                                                                                                                                                                                                                              marketing business case) (3.) Only a quarter of
                                                                                                                                                                                                                                                                                                                                                                                                                              claim your business entities will require
                                                                                                                                                                                                                                                                                                                                                                                                                              Customer Service assistance annually

   2     Location based advertising                            400                        0.19      0.26      0.23          0.39   0.39    0.39         0.59   0.59    0.59           0.00      0.13        0.06     1.27               70,104 Translations are required in Belgium             Is loaded as an item of the contract automatically under FEU in
                                                                                                                                                                                                                                                                                                each unit and automatically creates a contact, schedule and
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment and indicates if the products is
                                                                                                                                                                                                                                                                                                RON (unsegmented), RON Channel or ROS

         SMS-text                                              300          6.8           0.05      0.10      0.07          0.00   0.00    0.00         0.28   0.28    0.28                                                                                                                     (1.) Is loaded as an item of the contract automatically under FEU          No impact                                          (1.) D41 is the averaged out number of             No impact
                                                                                                                                                                                                                                                                                                in each unit and automatically creates a contact, schedule and                                                                campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment (2.) Processing 15 minutes for                                                              process times vary due to automation,
                                                                                                                                                                                                                                                                                                copywriting (3.) If no automatic XML feed to the LBA platform                                                                 estimated at 15 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                then campaign data will have to be rekeyed in platform (15                                                                    first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                mins)+T12                                                                                                                     the minus one session in the formula

         Html                                                   60          7.1           0.08      0.09      0.08          0.21   0.21    0.21         0.18   0.18    0.18                                                                      Need to multiple by campaigns (75%)            (1.) Is loaded as an item of the contract automatically under FEU          (1.) In three quarters of the cases an artist or   (1.) D42 is the averaged out number of             No impact
                                                                                                                                                                                                                                                                                                in each unit and automatically creates a contact, schedule and             copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment (2.) 120 minutes for                     supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                                                                                copywriting (3.) if no automated XML to LBA platform then                  takes 60 minutes (3.) There is a workflow tool     estimated at 60 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                campaign data will have to be keyed ((15 mins)                             and a site/server to upload finished copy or       first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                                                                                           graphics to.                                       the minus one session in the formula (4.) The
                                                                                                                                                                                                                                                                                                                                                                                                                              time taken is 60 minutes (4.) On average
                                                                                                                                                                                                                                                                                                                                                                                                                              Customer Service has to contact or be
                                                                                                                                                                                                                                                                                                                                                                                                                              contacted by 75% of this customer group

         Rich Media                                             40          6.3           0.06      0.07      0.07          0.19   0.19    0.19         0.13   0.13    0.13                                                                      Lead times                                     (1.) Is loaded as an item of the contract automatically under FEU          (1.) In three quarters of the cases an artist or   (1.) D43 is the averaged out number of           No impact
                                                                                                                                                                                                                                                                                                in each unit and automatically creates a contact, schedule and             copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment (2.) 120 minutes copywriting             supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                                                                                plus 30 mins for video fulfilment (3.) If no automated XML to the          takes 90 minutes due graphics work in html also    estimated at 75 minutes for copywriting (3.)
                                                                                                                                                                                                                                                                                                LBA platform then campaign data will have to be rekeyed to the             being required in this instance (3.) There is a    The first copy writing session is in fulfilment,
                                                                                                                                                                                                                                                                                                LBA platform (20 mins)                                                     workflow tool and a site/server to upload          hence the minus one session in the formula (4.)
                                                                                                                                                                                                                                                                                                                                                                           finished copy or graphics to.                      On average Customer Service has to contact or
                                                                                                                                                                                                                                                                                                                                                                                                                              be contacted by 75% of this customer group

   3     DSP - Ad Network                                      750                        0.08      0.37      0.22          0.49   0.73    0.49         0.00   0.00    0.00                                          0.71               39,063 quid translations? Does this replaces Beweb or (1.) Is loaded as an item of the contract automatically under FEU            (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then          No impact
                                                                                                                                                                                                                                               on top of Beweb?                 Six variations in each unit and automatically creates a contact, schedule and              will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                               of adverts                                      counter for Operations fulfilment (2.) The degree of automation             sold. (2.) Graphics would need to create 6
                                                                                                                                                                                                                                                                                               will vary the processing between 10 and 45 minutes, depending               versions: static + flash version in 3 different
                                                                                                                                                                                                                                                                                               on available XML, items codes reflecting the placement etc.                 sizes (3.) Processing will vary between 60 and 90
                                                                                                                                                                                                                                                                                                                                                                           minutes depending on the IT solution (4.) There
                                                                                                                                                                                                                                                                                                                                                                           should be an automated workflow (5.)The
                                                                                                                                                                                                                                                                                                                                                                           database would automatically feed the yellow
                                                                                                                                                                                                                                                                                                                                                                           site, without Operations input



   4     In App Advertising                                    790                        0.09      0.26      0.17          0.51   0.77    0.49         0.00   0.00    0.00                                          0.66               36,190 75 minutes                                 4     (1.) Is loaded as an item of the contract automatically under FEU          (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then          No impact
                                                                                                                                                                                                                                               variations to MMA standards                      in each unit and automatically creates a contact, schedule and             will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment (2.) The degree of automation            sold. (2.) Graphics would need to create 4
                                                                                                                                                                                                                                                                                                will vary the processing between 10 and 45 minutes, depending              different sizes (3.) Processing will vary between
                                                                                                                                                                                                                                                                                                on available XML, items codes reflecting the placement etc. (3.)           60 and 90 minutes depending on the IT solution
                                                                                                                                                                                                                                                                                                An automated inventory tool to manage banners.                             (4.) There should be an automated workflow
                                                                                                                                                                                                                                                                                                                                                                           (5.)The database would automatically feed the
                                                                                                                                                                                                                                                                                                                                                                           yellow site, without Operations input



   5     Bookings basic                                       1080                        0.00      0.12      0.06          0.00   0.00    0.00         0.00   0.00    0.00                                          0.06                3,214 1080 calls - customer service and reminders      (1.) Order processing from FEU will automatically feed the                 No impact                                          basic booking version is pure self service and no No impact
                                                                                                                                                                                                                                                                                                booking application (2.) If there is manual loading to the booking                                                            customer support included
                                                                                                                                                                                                                                                                                                tool the duration will be 10 minutes
         Bookings Pro                                          180                        0.00      0.02      0.01          0.00   0.00    0.00         0.10   0.14    0.12                                          0.13                6,964 180 calls - customer service and reminders       (1.) Order processing from FEU will automatically feed the                 No impact                                          (1.) 50 minutes to answer customer queries and No impact
                                                                                                                                                                                                                                                                                                booking application (2.) If there is manual loading to the booking                                                            train them on the service. Also to tell them they
                                                                                                                                                                                                                                                                                                tool the duration will be 10 minutes                                                                                          are active (2.) 70 if there is not an automated
                                                                                                                                                                                                                                                                                                                                                                                                                              CRM scheduling tool (3.) Reminders for all
                                                                                                                                                                                                                                                                                                                                                                                                                              customers (4.) Needs to know how to schedule
                                                                                                                                                                                                                                                                                                                                                                                                                              appointments, calendar, etc.
   6     MS Support                                                 4347.4                                                                                   2.26     2.26    2.26                                          2.26             124,211 5 sessions per customer                            No impact                                                             No impact                                          (1.) The duration is 30 minutes (2.) There are 5 No impact
                                                                                                                                                                                                                                                                                                                                                                                                                                 sessions per customer (3.) Only 40% of sessions
                                                                                                                                                                                                                                                                                                                                                                                                                                 will be used (4.) The sessions are not proactively
                                                                                                                                                                                                                                                                                                                                                                                                                                 given (5.) 20% reduction by transfer from free
                                                                                                                                                                                                                                                                                                                                                                                                                                 changes (current process) to paid changes
                                                                                                                                                                                                                                                                                                                                                                                                                                 (proposed)


   7     Home Verticals                                              5089                                                                                    0.83     1.38    1.10                                          1.10               60,583 Outsource opportunity (language) for data         No impact                                                             No impact                                          (1.) Assumption that a web scrapping tool would No impact
                                                                                                                                                                                                                                                      collection by call centre                                                                                                                                                  build an initial database of macro heading
                                                                                                                                                                                                                                                                                                                                                                                                                                 information in database with an user interface
                                                                                                                                                                                                                                                                                                                                                                                                                                 (2.) Content collectors would spend 15 minutes
                                                                                                                                                                                                                                                                                                                                                                                                                                 gathering information from individual business
                                                                                                                                                                                                                                                                                                                                                                                                                                 websites and updating the database (3.) The
                                                                                                                                                                                                                                                                                                                                                                                                                                 database would automatically prescribe the
                                                                                                                                                                                                                                                                                                                                                                                                                                 "next" site to update (4.)The database would
                                                                                                                                                                                                                                                                                                                                                                                                                                 automatically feed the yellow site, without
                                                                                                                                                                                                                                                                                                                                                                                                                                 Operations input (5.) Processing will vary
                                                                                                                                                                                                                                                                                                                                                                                                                                 between 15 and 25 minutes depending on the
                                                                                                                                                                                                                                                                                                                                                                                                                                 IT solution

                                                                                                                                                                                                                            7.31             401,944




         Ireland

                                                                             avg # of
                                                                            camp per      Order Fulfilment + Third party
Number Initiative                                             Yr. 1 Volumes customer              management                         Graphics                       CS                        ProActive care              Total    Headcount cost                           Comments                       Assumptions - Order Fulfilment and third party providers                       Assumptions - Graphics                         Assumptions - Customer service                         Assumptions - ProActive Care
                                                                  IT Sup                 Automation Manual Average         Automation Manual Average   Automation   Manual Average   Automation    Manual      Average                   €
                                                                                                                                                                                                                                                        Is loaded as an item of the contract            There should be an automated CRM and workflow, such as                There should be an automated CRM and               There should be an automated CRM and                  There should be an automated CRM and
                                                                                                                                                                                                                                                        automatically under FEU in each unit and        Selligent to drive and record customer interaction and product        workflow, such as Selligent to drive and record    workflow, such as Selligent to drive and record       workflow, such as Selligent to drive and record
                                                                                                                                                                                                                                                        automatically creates a contact, schedule and   flow. All reporting should be automated and, at a minimum,            customer interaction and product flow              customer interaction and product flow                 customer interaction and product flow
                                                                                                                                                                                                                                                        counter for Operations fulfilment               monitoring should provide automated alerts (with manual
                                                                                                                                                                                                                                                                                                        corrective actions). Customer acceptance will be be automated
                                                                                                                                                                                                                                                                                                        email and automatic uploads t Advertiser Lounge
   1     MySite Rebundling                                                                      0.17      0.18     0.17          0.53   0.53    0.53         2.94     2.94    2.94           0.19      0.22        0.21     3.85             115,484
                                                                                                                                                                                                                                                        30mins fulfilment                               (1.) It takes 10 minutes to process the MySite, check if complete,    (1.) Baseline the service to Belgium (2.) An       (1.) A flat 0.25 FTE is assumed to answer             (1.) The PAC plan requires two customer calls to
                                                                                                                                                                                                                                                                                                        validate number to BiRD's and pass logo or picture to graphics (2.)   optimiser/graphics artist will spend 30 minutes customer calls and queries on these sites                all MySite paid customers (2.) The call takes 30
                                                                                                                                                                                                                                                                                                        All sales will arrive via FEU in each unit (3.) There will be no or   updating the client website. (3. ) This does not                                                         minutes
                                                                                                                                                                                                                                                                                                        minimal manual order fulfilment required (4.) The link to             involve a customer contact, this is a content play
                                                                                                                                                                                                                                                                                                        CSA/MySite creation will be automated by electronic feed (5.)         (4.) Only 80% of websites require updating.
                                                                                                                                                                                                                                                                                                        Content keying of keywords or text lines (10)

                Upgrade from Basic to paying item                     300                       0.03      0.03     0.03          0.08   0.08    0.08         0.25     0.25    0.25           0.19      0.19        0.19
                                                                                                                                                                                                                                                        Base lining to Belgium level of service         No impact                                                             No impact                                          (1.) Assumed there is an application allowing for     (1.) If the sessions are to be addressed
                                                                                                                                                                                                                                                                                                                                                                                                                                 scheduling and counter of remaining session (2.)      ProActively and there is no automation there
                                                                                                                                                                                                                                                                                                                                                                                                                                 we sell "up to" five sessions (3.) proactively call   will be a manual input (2.) The manual call is 10
                                                                                                                                                                                                                                                                                                                                                                                                                                 three times only, not five. (4.) each session is      minutes duration (3.) We need to call a quarter
                                                                                                                                                                                                                                                                                                                                                                                                                                 potentially 60 minute duration, or part thereof.      of customer to maintain their run rte of service
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       sessions (to avoid a backlog)
                5 my Site support sessions in MS+                     945                       0.00      0.00     0.00          0.00   0.00    0.00         2.30     2.30    2.30           0.00      0.03        0.01
                                                                                                                                                                                                                                                        Base lining to Belgium level of service         No impact                                                             No impact                                          (1.) Optimiser team takes 30 minutes to update        No impact
                                                                                                                                                                                                                                                                                                                                                                                                                                 a website (2.) This is the current time used fro
                SEO Differentiation - revision of kws (MS+)           945                       0.00      0.00     0.00          0.00   0.00    0.00         0.31     0.31    0.31           0.00      0.00        0.00                                                                                                                                                                                                          SEO in Belgium
                                                                                                                                                                                                                                                        Base lining to Belgium level of service         (1.) The FEU in each unit will interface with the IP provider      No impact                                             No impact                                             No impact
                                                                                                                                                                                                                                                                                                        registration and allow the rep to prescribe the top level domain
                                                                                                                                                                                                                                                                                                        at the point of sale. (2.) The rep then sends in the documentation
                                                                                                                                                                                                                                                                                                        to Operations and we manually administer the registration (3.)
                                                                                                                                                                                                                                                                                                        Operations email the customer on successful registration
                TLDs in MS+                                           945                       0.03      0.04     0.03          0.00   0.00    0.00         0.00     0.00    0.00           0.00      0.00        0.00
                                                                                                                                                                                                                                                        Base lining to Belgium level of service         No impact                                                             (1.) Baseline the service to Belgium (2.) Post     No impact                                             No impact
                                                                                                                                                                                                                                                                                                                                                                              activation a content person will spend 30
                                                                                                                                                                                                                                                                                                                                                                              minutes updating the client website. (3. ) This
                                                                                                                                                                                                                                                                                                                                                                              does not involve a customer contact, this is a
                                                                                                                                                                                                                                                                                                                                                                              content play (4.) Only 75% of websites require
                                                                                                                                                                                                                                                                                                                                                                              updating
                Post-fill                                            1245                       0.00      0.00     0.00          0.30   0.30    0.30         0.00     0.00    0.00           0.00      0.00        0.00
                                                                                                                                                                                                                                                        should be done by sales in Self Serve           No impact as will be amended by the rep via FEU at point of sale   No impact as will be amended by the rep via           No impact as will be amended by the rep via          No impact
                sub-domains                                          5500                       0.00      0.00     0.00          0.15   0.15    0.15         0.00     0.00    0.00           0.00      0.00        0.00                                                                                                                                                    FEU at point of sale                                  FEU at point of sale
                                                                                                                                                                                                                                                                                                        (1.) The claim your business link between the MySite Self serve to No impact                                             (1.) Customer Service will receive calls in relation No impact
                                                                                                                                                                                                                                                                                                        Base Data will involve heading or name verification in only 33% of                                                       to the Claim your Business initiative (2.)
                                                                                                                                                                                                                                                                                                        occasions (2.) The manual verification will take 15 minutes on                                                           Answering queries and resolution/validation will
                                                                                                                                                                                                                                                                                                        average (3.) There is no verification on any data except for                                                             take 15 minutes on average (3.) There is no
                                                                                                                                                                                                                                                                                                        headings changes and certain name verification (as per marketing                                                         verification on any data except for headings
                                                                                                                                                                                                                                                                                                        business case)                                                                                                           changes and certain name verification (as per
                                                                                                                                                                                                                                                                                                                                                                                                                                 marketing business case) (3.) Only a quarter of
                                                                                                                                                                                                                                                                                                                                                                                                                                 claim your business entities will require
                                                                                                                                                                                                                                                                                                                                                                                                                                 Customer Service assistance annually


                Claim your business                                  2,000                      0.11      0.11     0.11          0.00   0.00    0.00         0.08     0.08    0.08           0.00      0.00        0.00
                                                                                                                                                                                                                                                        There are three product variations              Is loaded as an item of the contract automatically under FEU in
                                                                                                                                                                                                                                                                                                        each unit and automatically creates a contact, schedule and
                                                                                                                                                                                                                                                                                                        counter for Operations fulfilment and indicates if the products is
                                                                                                                                                                                                                                                                                                        RON (unsegmented), RON Channel or ROS
   2     Location based advertising                                   352                       0.08      0.10     0.09          0.39   0.39    0.39         0.24     0.24    0.24           0.00      0.11        0.06     0.77               23,240
                                                                                                                                                                                                                                                        Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU        No impact                                          (1.) D41 is the averaged out number of             No impact
                                                                                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and                                                              campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) Processing 15 minutes for                                                            process times vary due to automation,
                                                                                                                                                                                                                                                                                                     copywriting (3.) If no automatic XML feed to the LBA platform                                                               estimated at 15 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                     then campaign data will have to be rekeyed in platform (15                                                                  first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                     mins)+T12                                                                                                                   the minus one session in the formula
         SMS-text                                                     120          6.8          0.02      0.04     0.03          0.00   0.00    0.00         0.11     0.11    0.11
                                                                                                                                                                                                                                                        Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU        (1.) In three quarters of the cases an artist or   (1.) D42 is the averaged out number of             No impact
                                                                                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and           copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) 120 minutes for                   supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                                                                                     copywriting (3.) if no automated XML to LBA platform then                takes 60 minutes (3.) There is a workflow tool     estimated at 60 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                     campaign data will have to be keyed ((15 mins)                           and a site/server to upload finished copy or       first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                                                                                              graphics to.                                       the minus one session in the formula (4.) The
                                                                                                                                                                                                                                                                                                                                                                                                                                 time taken is 60 minutes (4.) On average
                                                                                                                                                                                                                                                                                                                                                                                                                                 Customer Service has to contact or be
                                                                                                                                                                                                                                                                                                                                                                                                                                 contacted by 75% of this customer group
         Html                                                          24          7.1          0.03      0.04     0.03          0.21   0.21    0.21         0.07     0.07    0.07
                                                                                                                                                                                                                                                        Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU        (1.) In three quarters of the cases an artist or   (1.) D43 is the averaged out number of           No impact
                                                                                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and           copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) 120 minutes copywriting           supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                                                                                     plus 30 mins for video fulfilment (3.) If no automated XML to the        takes 90 minutes due graphics work in html also    estimated at 75 minutes for copywriting (3.)
                                                                                                                                                                                                                                                                                                     LBA platform then campaign data will have to be rekeyed to the           being required in this instance (3.) There is a    The first copy writing session is in fulfilment,
                                                                                                                                                                                                                                                                                                     LBA platform (20 mins)                                                   workflow tool and a site/server to upload          hence the minus one session in the formula (4.)
                                                                                                                                                                                                                                                                                                                                                                              finished copy or graphics to.                      On average Customer Service has to contact or
                                                                                                                                                                                                                                                                                                                                                                                                                                 be contacted by 75% of this customer group
         Rich Media                                                    16          6.3          0.03      0.03     0.03          0.18   0.18    0.18         0.05     0.05    0.05
                                                                                                                                                                                                                                                      Six variations of adverts                       (1.) Is loaded as an item of the contract automatically under FEU     (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then         No impact
                                                                                                                                                                                                                                                                                                      in each unit and automatically creates a contact, schedule and        will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                                                                                      counter for Operations fulfilment (2.) The degree of automation       sold. (2.) Graphics would need to create 6
                                                                                                                                                                                                                                                                                                      will vary the processing between 10 and 45 minutes, depending         versions: static + flash version in 3 different
                                                                                                                                                                                                                                                                                                      on available XML, items codes reflecting the placement etc.           sizes (3.) Processing will vary between 60 and 90
                                                                                                                                                                                                                                                                                                                                                                            minutes depending on the IT solution (4.) There
                                                                                                                                                                                                                                                                                                                                                                            should be an automated workflow (5.)The
                                                                                                                                                                                                                                                                                                                                                                            database would automatically feed the yellow
                                                                                                                                                                                                                                                                                                                                                                            site, without Operations input
   3     DSP - Ad Network                                            60                       0.08      0.37     0.22          0.49   0.73    0.49         0.01     0.01    0.01                                          0.72               21,550
                                                                                                                                                                                                                                                      75 minutes                                4     (1.) Is loaded as an item of the contract automatically under FEU     (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then         No impact
                                                                                                                                                                                                                                                      variations to MMA standards                     in each unit and automatically creates a contact, schedule and        will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                                                                                      counter for Operations fulfilment (2.) The degree of automation       sold. (2.) Graphics would need to create 4
                                                                                                                                                                                                                                                                                                      will vary the processing between 10 and 45 minutes, depending         different sizes (3.) Processing will vary between
                                                                                                                                                                                                                                                                                                      on available XML, items codes reflecting the placement etc. (3.)      60 and 90 minutes depending on the IT solution
                                                                                                                                                                                                                                                                                                      An automated inventory tool to manage banners.                        (4.) There should be an automated workflow
                                                                                                                                                                                                                                                                                                                                                                            (5.)The database would automatically feed the
                                                                                                                                                                                                                                                                                                                                                                            yellow site, without Operations input




   4     In App Advertising                                         300                       0.03      0.10     0.06          0.19   0.29    0.49         0.04     0.04    0.04                                          0.59               17,776
                                                                                                                                                                                                                                                                                                      (1.) Order processing from FEU will automatically feed the            No impact                                         basic booking version is pure self service and no No impact
                                                                                                                                                                                                                                                                                                      booking application (2.) If there is manual loading to the booking                                                      customer support included
   5     Bookings basic                                                0                      0.00      0.00     0.00          0.00   0.00    0.00         0.00     0.00    0.00                                          0.00                                                                        tool the duration will be 10 minutes
         Bookings Pro                                                  0                      0.00      0.00     0.00          0.00   0.00    0.00         0.00     0.00    0.00                                          0.00                                                                        No impact                                                             No impact                                         No impact                                       No impact
   6     MS Support                                                    0                                                                                   0.00     0.00    0.00                                          0.00                                                                        No impact                                                             No impact                                         No impact                                       No impact
                                                                                                                                                                                                                                                      Outsource opportunity (language) for data       No impact                                                             No impact                                         (1.) Assumption that a web scrapping tool would No impact
                                                                                                                                                                                                                                                      collection by call centre                                                                                                                                               build an initial database of macro heading
                                                                                                                                                                                                                                                                                                                                                                                                                              information in database with an user interface
                                                                                                                                                                                                                                                                                                                                                                                                                              (2.) Content collectors would spend 15 minutes
                                                                                                                                                                                                                                                                                                                                                                                                                              gathering information from individual business
                                                                                                                                                                                                                                                                                                                                                                                                                              websites and updating the database (3.) The
                                                                                                                                                                                                                                                                                                                                                                                                                              database would automatically prescribe the
                                                                                                                                                                                                                                                                                                                                                                                                                              "next" site to update (4.)The database would
                                                                                                                                                                                                                                                                                                                                                                                                                              automatically feed the yellow site, without
                                                                                                                                                                                                                                                                                                                                                                                                                              Operations input (5.) Processing will vary
                                                                                                                                                                                                                                                                                                                                                                                                                              between 15 and 25 minutes depending on the
                                                                                                                                                                                                                                                                                                                                                                                                                              IT solution

   7     Home Verticals                                            2658                                                                                    0.43     0.72    0.58                                          0.58              17,260
                                                                                                                                                                                                                          6.51             195,309




         Portugal

                                                                           avg # of
                                                                          camp per      Order Fulfilment + Third party
Number Initiative                                           Yr. 1 Volumes customer              management                         Graphics                       CS                        ProActive care              Total    Headcount cost                           Comments                                        Comments/Assumptions                                          Comments/Assumptions                              Comments/Assumptions                                  Comments/Assumptions
                                                                IT Sup                 Automation Manual Average         Automation Manual Average   Automation   Manual Average   Automation    Manual      Average                   €
                                                                                                                                                                                                                                                      Is loaded as an item of the contract            There should be an automated CRM and workflow, such as                There should be an automated CRM and              There should be an automated CRM and                  There should be an automated CRM and
                                                                                                                                                                                                                                                      automatically under FEU in each unit and        Selligent to drive and record customer interaction and product        workflow, such as Selligent to drive and record   workflow, such as Selligent to drive and record       workflow, such as Selligent to drive and record
                                                                                                                                                                                                                                                      automatically creates a contact, schedule and   flow. All reporting should be automated and, at a minimum,            customer interaction and product flow             customer interaction and product flow                 customer interaction and product flow
                                                                                                                                                                                                                                                      counter for Operations fulfilment               monitoring should provide automated alerts (with manual
                                                                                                                                                                                                                                                                                                      corrective actions). Customer acceptance will be automated
                                                                                                                                                                                                                                                                                                      email and automatic uploads t Advertiser Lounge
   1     MySite Rebundling                                                                    0.29      0.30     0.29          0.60   0.60    0.60         4.25     4.25    4.25           0.11      0.18        0.15     5.29             155,677
                                                                                                                                                                                                                                                      30mins fulfilment                               (1.) It takes 10 minutes to process the MySite, check if complete,    (1.) Baseline the service to Belgium (2.) An       (1.) A flat 0.25 FTE is assumed to answer            (1.) The PAC plan requires two customer calls to
                                                                                                                                                                                                                                                                                                      validate number to BiRD's and pass logo or picture to graphics (2.)   optimiser/graphics artist will spend 30 minutes customer calls and queries on these sites               all MySite paid customers (2.) The call takes 30
                                                                                                                                                                                                                                                                                                      All sales will arrive via FEU in each unit (3.) There will be no or   updating the client website. (3. ) This does not                                                        minutes
                                                                                                                                                                                                                                                                                                      minimal manual order fulfilment required (4.) The link to             involve a customer contact, this is a content play
                                                                                                                                                                                                                                                                                                      CSA/MySite creation will be automated by electronic feed (5.)         (4.) Only 80% of websites require updating.
                                                                                                                                                                                                                                                                                                      Content keying of keywords or text lines (10)
              Upgrade from Basic to paying item                     175                       0.02      0.02     0.02          0.05   0.05    0.05         0.25     0.25    0.25           0.11      0.11        0.11
                                                                                                                                                                                                                                                      Base lining to Belgium level of service         No impact                                                             No impact                                         (1.) Assumed there is an application allowing for     (1.) If the sessions are to be addressed
                                                                                                                                                                                                                                                                                                                                                                                                                              scheduling and counter of remaining session (2.)      ProActively and there is no automation there
                                                                                                                                                                                                                                                                                                                                                                                                                              we sell "up to" five sessions (3.) proactively call   will be a manual input (2.) The manual call is 10
                                                                                                                                                                                                                                                                                                                                                                                                                              three times only, not five. (4.) each session is      minutes duration (3.) We need to call a quarter
                                                                                                                                                                                                                                                                                                                                                                                                                              potentially 60 minute duration, or part thereof.      of customer to maintain their run rte of service
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    sessions (to avoid a backlog)
              5 my Site support sessions in MS+                    2500                       0.00      0.00     0.00          0.00   0.00    0.00         3.04     3.04    3.04           0.00      0.07        0.03
                                                                                                                                                                                                                                                      Base lining to Belgium level of service         No impact                                                             No impact                                         (1.) Optimiser team takes 30 minutes to update        No impact
                                                                                                                                                                                                                                                                                                                                                                                                                              a website (2.) This is the current time used fro
              SEO Differentiation - revision of kws (MS+)          2500                       0.00      0.00     0.00          0.00   0.00    0.00         0.81     0.81    0.81           0.00      0.00        0.00                                                                                                                                                                                                         SEO in Belgium
                                                                                                                                                                                                                                                      Base lining to Belgium level of service         (1.) The FEU in each unit will interface with the IP provider      No impact                                            No impact                                             No impact
                                                                                                                                                                                                                                                                                                      registration and allow the rep to prescribe the top level domain
                                                                                                                                                                                                                                                                                                      at the point of sale. (2.) The rep then sends in the documentation
                                                                                                                                                                                                                                                                                                      to Operations and we manually administer the registration (3.)
                                                                                                                                                                                                                                                                                                      Operations email the customer on successful registration
              TLDs in MS+                                          2500                       0.08      0.09     0.09          0.00   0.00    0.00         0.00     0.00    0.00           0.00      0.00        0.00
                                                                                                                                                                                                                                                      Base lining to Belgium level of service         No impact                                                          (1.) Baseline the service to Belgium (2.) Post       No impact                                             No impact
                                                                                                                                                                                                                                                                                                                                                                         activation a content person will spend 30
                                                                                                                                                                                                                                                                                                                                                                         minutes updating the client website. (3. ) This
                                                                                                                                                                                                                                                                                                                                                                         does not involve a customer contact, this is a
                                                                                                                                                                                                                                                                                                                                                                         content play (4.) Only 75% of websites require
              Post-fill                                             175                       0.00      0.00     0.00          0.04   0.04    0.04         0.00     0.00    0.00           0.00      0.00        0.00                                                                                                                                                    updating
                                                                                                                                                                                                                                                      should be done by sales in Self Serve           No impact as will be amended by the rep via FEU at point of sale No impact as will be amended by the rep via            No impact as will be amended by the rep via          No impact
              sub-domains                                         19000                       0.00      0.00     0.00          0.51   0.51    0.51         0.00     0.00    0.00           0.00      0.00        0.00                                                                                                                                                    FEU at point of sale                                 FEU at point of sale
                                                                                                                                                                                                                                                                                                      (1.) The claim your business link between the MySite Self serve to No impact                                            (1.) Customer Service will receive calls in relation No impact
                                                                                                                                                                                                                                                                                                      Base Data will involve heading or name verification in only 33% of                                                      to the Claim your Business initiative (2.)
                                                                                                                                                                                                                                                                                                      occasions (2.) The manual verification will take 15 minutes on                                                          Answering queries and resolution/validation will
                                                                                                                                                                                                                                                                                                      average (3.) There is no verification on any data except for                                                            take 15 minutes on average (3.) There is no
                                                                                                                                                                                                                                                                                                      headings changes and certain name verification (as per marketing                                                        verification on any data except for headings
                                                                                                                                                                                                                                                                                                      business case)                                                                                                          changes and certain name verification (as per
                                                                                                                                                                                                                                                                                                                                                                                                                              marketing business case) (3.) Only a quarter of
                                                                                                                                                                                                                                                                                                                                                                                                                              claim your business entities will require
                                                                                                                                                                                                                                                                                                                                                                                                                              Customer Service assistance annually
              Claim your business                                  3500                       0.19      0.19     0.19          0.00   0.00    0.00         0.14     0.14    0.14           0.00      0.00        0.00
                                                                                                                                                                                                                                                      There are three product variations              Is loaded as an item of the contract automatically under FEU in
                                                                                                                                                                                                                                                                                                      each unit and automatically creates a contact, schedule and
                                                                                                                                                                                                                                                                                                      counter for Operations fulfilment and indicates if the products is
                                                                                                                                                                                                                                                                                                      RON (unsegmented), RON Channel or ROS
   2     Location based advertising                                 220                       0.11      0.14     0.12          0.39   0.39    0.39         0.32     0.32    0.32           0.00      0.07        0.04     0.88               25,756
                                                                                                                                                                                                                                                      Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU        No impact                                         (1.) D41 is the averaged out number of             No impact
                                                                                                                                                                                                                                                      3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and                                                             campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                   counter for Operations fulfilment (2.) Processing 15 minutes for                                                           process times vary due to automation,
                                                                                                                                                                                                                                                                                                   copywriting (3.) If no automatic XML feed to the LBA platform                                                              estimated at 15 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                   then campaign data will have to be rekeyed in platform (15                                                                 first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                   mins)+T12                                                                                                                  the minus one session in the formula
         SMS-text                                                   165          6.8          0.03      0.05     0.04          0.00   0.00    0.00         0.16     0.16    0.16
                                                                                                                                                                                        Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU      (1.) In three quarters of the cases an artist or   (1.) D42 is the averaged out number of             No impact
                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and         copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) 120 minutes for                 supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                     copywriting (3.) if no automated XML to LBA platform then              takes 60 minutes (3.) There is a workflow tool     estimated at 60 minutes for copywriting (3.) The
                                                                                                                                                                                                                                     campaign data will have to be keyed ((15 mins)                         and a site/server to upload finished copy or       first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                            graphics to.                                       the minus one session in the formula (4.) The
                                                                                                                                                                                                                                                                                                                                                               time taken is 60 minutes (4.) On average
                                                                                                                                                                                                                                                                                                                                                               Customer Service has to contact or be
                                                                                                                                                                                                                                                                                                                                                               contacted by 75% of this customer group
    Html                                                                     33           7.1          0.04   0.05   0.05   0.21   0.21   0.21   0.10   0.10   0.10
                                                                                                                                                                                        Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU      (1.) In three quarters of the cases an artist or   (1.) D43 is the averaged out number of           No impact
                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and         copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) 120 minutes copywriting         supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                     plus 30 mins for video fulfilment (3.) If no automated XML to the      takes 90 minutes due graphics work in html also    estimated at 75 minutes for copywriting (3.)
                                                                                                                                                                                                                                     LBA platform then campaign data will have to be rekeyed to the         being required in this instance (3.) There is a    The first copy writing session is in fulfilment,
                                                                                                                                                                                                                                     LBA platform (20 mins)                                                 workflow tool and a site/server to upload          hence the minus one session in the formula (4.)
                                                                                                                                                                                                                                                                                                            finished copy or graphics to.                      On average Customer Service has to contact or
                                                                                                                                                                                                                                                                                                                                                               be contacted by 75% of this customer group
    Rich Media                                                               22           6.3          0.04   0.04   0.04   0.18   0.18   0.18   0.07   0.07   0.07
                                                                                                                                                                                        Six variations of adverts                      (1.) Is loaded as an item of the contract automatically under FEU    (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then     No impact
                                                                                                                                                                                                                                       in each unit and automatically creates a contact, schedule and       will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                       counter for Operations fulfilment (2.) The degree of automation      sold. (2.) Graphics would need to create 6
                                                                                                                                                                                                                                       will vary the processing between 10 and 45 minutes, depending        versions: static + flash version in 3 different
                                                                                                                                                                                                                                       on available XML, items codes reflecting the placement etc.          sizes (3.) Processing will vary between 60 and 90
                                                                                                                                                                                                                                                                                                            minutes depending on the IT solution (4.) There
                                                                                                                                                                                                                                                                                                            should be an automated workflow (5.)The
                                                                                                                                                                                                                                                                                                            database would automatically feed the yellow
                                                                                                                                                                                                                                                                                                            site, without Operations input
3   DSP - Ad Network                                                     130                           0.08   0.37   0.22   0.49   0.73   0.49   0.02   0.02   0.02    0.73    21,412
                                                                                                                                                                                        75 minutes                               4     (1.) Is loaded as an item of the contract automatically under FEU    (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then     No impact
                                                                                                                                                                                        variations to MMA standards                    in each unit and automatically creates a contact, schedule and       will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                       counter for Operations fulfilment (2.) The degree of automation      sold. (2.) Graphics would need to create 4
                                                                                                                                                                                                                                       will vary the processing between 10 and 45 minutes, depending        different sizes (3.) Processing will vary between
                                                                                                                                                                                                                                       on available XML, items codes reflecting the placement etc. (3.)     60 and 90 minutes depending on the IT solution
                                                                                                                                                                                                                                       An automated inventory tool to manage banners.                       (4.) There should be an automated workflow
                                                                                                                                                                                                                                                                                                            (5.)The database would automatically feed the
                                                                                                                                                                                                                                                                                                            yellow site, without Operations input
4   In App Advertising                                                   186                           0.02   0.06   0.04   0.12   0.18   0.49   0.03   0.03   0.03    0.55    16,253
                                                                                                                                                                                        1080 calls - customer service and reminders    (1.) Order processing from FEU will automatically feed the           No impact                                          basic booking version is pure self service and no No impact
                                                                                                                                                                                                                                       booking application (2.) If there is manual loading to the booking                                                      customer support included
5   Bookings basic                                                           60                        0.00   0.01   0.00   0.00   0.00   0.00   0.00   0.00   0.00    0.00        96                                                  tool the duration will be 10 minutes
                                                                                                                                                                                        180 calls - customer service and reminders     (1.) Order processing from FEU will automatically feed the           No impact                                          (1.) 50 minutes to answer customer queries and No impact
                                                                                                                                                                                                                                       booking application (2.) If there is manual loading to the booking                                                      train them on the service. Also to tell them they
                                                                                                                                                                                                                                       tool the duration will be 10 minutes                                                                                    are active (2.) 70 if there is not an automated
                                                                                                                                                                                                                                                                                                                                                               CRM scheduling tool (3.) Reminders for all
                                                                                                                                                                                                                                                                                                                                                               customers (4.) Needs to know how to schedule
                                                                                                                                                                                                                                                                                                                                                               appointments, calendar, etc.
    Bookings Pro                                                             0                         0.00   0.00   0.00   0.00   0.00   0.00   0.00   0.00   0.00    0.00
6   MS Support                                                               0                                                                   0.00   0.00   0.00    0.00                                                            No impact                                                            No impact                                          No impact                                       No impact
                                                                                                                                                                                        Outsource opportunity (language) for data      No impact                                                            No impact                                          (1.) Assumption that a web scrapping tool would No impact
                                                                                                                                                                                        collection by call centre                                                                                                                                              build an initial database of macro heading
                                                                                                                                                                                                                                                                                                                                                               information in database with an user interface
                                                                                                                                                                                                                                                                                                                                                               (2.) Content collectors would spend 15 minutes
                                                                                                                                                                                                                                                                                                                                                               gathering information from individual business
                                                                                                                                                                                                                                                                                                                                                               websites and updating the database (3.) The
                                                                                                                                                                                                                                                                                                                                                               database would automatically prescribe the
                                                                                                                                                                                                                                                                                                                                                               "next" site to update (4.)The database would
                                                                                                                                                                                                                                                                                                                                                               automatically feed the yellow site, without
                                                                                                                                                                                                                                                                                                                                                               Operations input (5.) Processing will vary
                                                                                                                                                                                                                                                                                                                                                               between 15 and 25 minutes depending on the
                                                                                                                                                                                                                                                                                                                                                               IT solution
7   Home Verticals                                                     1370                                                                      0.22   0.37   0.30    0.30     8,724
                                                                                                                                                                       7.75   227,917

    Total                                                                                                                                                             21.57   825,170

    Additional costs                                                                                                                                                  21.57   825,170
    Graphics flash training                                                                                                                                                      8500
    Training for Customer Service on LBA                                                                                                                                            0
    Training for Customer Service on booking tool                                                                                                                                   0
    Training for Customer Service on MySite Rebundling elements
    Training for Customer Service on first line support of funnel products                                                                                                    833,670
    Training for Customer Service on in App Advertising
    Training on bookings e.g. schedules, appointments, calendars etc.
    Guidelines on Content for home Improvement vertical




    Risk
    Automation - integration to FEU
    Automation - end to end processes
    CRM integration - Selligent, workflow, counter e.g. MYSite Support session
    New Media - application and tools
    Match profile to resources as we need:
    copywriting skills
    graphics skills in bannering - flash etc.
    designer
    content collector
    Seo optimiser
    administration - Top level domains

    Outsource costs
    PA                                                                            €10 - €12 per hour
    BE                                                                            €25 - €30 per hour
    IE                                                                            €15 - €20 per hour
         Belgium

                                                                      avg # of
                                                                     camp per      Order Fulfilment + Third party
Number Initiative                                      Yr. 1 Volumes customer              management                           Graphics                     CS                        ProActive care              Total    Headcount cost                          Comments                       Assumptions - Order Fulfilment and third party providers                            Assumptions - Graphics                         Assumptions - Customer service                         Assumptions - ProActive Care
                                                           IT Sup                 Automation Manual Average           Automation Manual Average   Automation Manual Average   Automation    Manual      Average                   €
   1     MySite Rebundling                                                                0.27      0.27       0.27         0.17      0.17 0.17         0.40    0.40   0.40          0.43       0.43        0.43     1.26               69,477                                                  There should be an automated CRM and workflow, such as                     There should be an automated CRM and               There should be an automated CRM and                  There should be an automated CRM and
                                                                                                                                                                                                                                                                                                Selligent to drive and record customer interaction and product             workflow, such as Selligent to drive and record    workflow, such as Selligent to drive and record       workflow, such as Selligent to drive and record
                                                                                                                                                                                                                                                                                                flow. All reporting should be automated and, at a minimum,                 customer interaction and product flow              customer interaction and product flow                 customer interaction and product flow
                                                                                                                                                                                                                                                                                                monitoring should provide automated alerts (with manual
                                                                                                                                                                                                                                                                                                corrective actions). Customer acceptance will be be automated
                                                                                                                                                                                                                                                                                                email and automatic uploads t Advertiser Lounge

         Upgrade from Basic to paying item                     660                        0.07      0.07      0.07          0.17   0.17    0.17         0.25   0.25    0.25           0.43      0.43        0.43                                 30mins                                         (1.) It takes 10 minutes to process the MySite, check if complete,         (1.) Baseline the service to Belgium (2.) An       (1.) A flat 0.25 FTE is assumed to answer             (1.) The PAC plan requires two customer calls to
                                                                                                                                                                                                                                                                                                validate the number in As400 and pass logo or picture creation to          optimiser/graphics artist will spend 30 minutes customer calls and queries on these sites                all MySite paid customers (2.) The call takes 30
                                                                                                                                                                                                                                                                                                graphics (2.) All sales will arrive via FEU in each unit (3.) There will   updating the client website. (3. ) This does not                                                         minutes
                                                                                                                                                                                                                                                                                                be no or minimal manual order fulfilment required (4.) The link            involve a customer contact, this is a content play
                                                                                                                                                                                                                                                                                                to CSA/MySite creation will be automated by electronic feed                (4.) Only 80% of websites require updating.



         5 my Site support sessions in MS+                    3400                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 no impact for BE as changes included in MS+.   No impact                                                                  No impact                                          (1.) Assumed there is an application allowing for     (1.) If the sessions are to be addressed
                                                                                                                                                                                                                                                 Service or tools will be required to be more                                                                                                                                 scheduling and counter of remaining session (2.)      ProActively and there is no automation there
                                                                                                                                                                                                                                                 efficient                                                                                                                                                                    we sell "up to" five sessions (3.) proactively call   will be a manual input (2.) The manual call is 10
                                                                                                                                                                                                                                                                                                                                                                                                                              three times only, not five. (4.) each session is      minutes duration (3.) We need to call a quarter
                                                                                                                                                                                                                                                                                                                                                                                                                              potentially 60 minute duration, or part thereof.      of customer to maintain their run rte of service
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    sessions (to avoid a backlog)

         SEO Differentiation - revision of kws (MS+)          3400                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 already in place + no increase in number of MS No impact                                                                  No impact                                          No impact                                             No impact

         TLDs in MS+                                          3400                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 already in place                               (1.) The FEU in each unit will interface with the IP provider      No impact                                                  No impact                                             No impact
                                                                                                                                                                                                                                                                                                registration and allow the rep to prescribe the top level domain
                                                                                                                                                                                                                                                                                                at the point of sale. (2.) The rep then sends in the documentation
                                                                                                                                                                                                                                                                                                to Operations and we manually administer the registration (3.)
                                                                                                                                                                                                                                                                                                Operations email the customer on successful registration


         Post-fill                                             660                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 already in place                               No impact                                                                  No impact                                          No impact                                            No impact
         sub-domains                                         21000                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 should be done by sales in Self Serve          No impact as will be amended by the rep via FEU at point of sale           (1.) will be done by sales in MySite admin         No impact as will be amended by the rep via          No impact
                                                                                                                                                                                                                                                                                                                                                                                                                              FEU at point of sale
         Claim your business                                  3,630                       0.19      0.19      0.19          0.00   0.00    0.00         0.15   0.15    0.15           0.00      0.00        0.00                                                                                (1.) The claim your business link between the MySite Self serve to No impact                                                  (1.) Customer Service will receive calls in relation No impact
                                                                                                                                                                                                                                                                                                Base Data will involve heading or name verification in only 33% of                                                            to the Claim your Business initiative (2.)
                                                                                                                                                                                                                                                                                                occasions (2.) The manual verification will take 15 minutes on                                                                Answering queries and resolution/validation will
                                                                                                                                                                                                                                                                                                average (3.) There is no verification on any data except for                                                                  take 15 minutes on average (3.) There is no
                                                                                                                                                                                                                                                                                                headings changes and certain name verification (as per marketing                                                              verification on any data except for headings
                                                                                                                                                                                                                                                                                                business case)                                                                                                                changes and certain name verification (as per
                                                                                                                                                                                                                                                                                                                                                                                                                              marketing business case) (3.) Only a quarter of
                                                                                                                                                                                                                                                                                                                                                                                                                              claim your business entities will require
                                                                                                                                                                                                                                                                                                                                                                                                                              Customer Service assistance annually

   2     Location based advertising                            415                        0.20      0.27      0.23          0.41   0.41    0.41         0.61   0.61    0.61           0.00      0.13        0.07     1.32               72,733 Translations are required in Belgium             Is loaded as an item of the contract automatically under FEU in
                                                                                                                                                                                                                                                                                                each unit and automatically creates a contact, schedule and
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment and indicates if the products is
                                                                                                                                                                                                                                                                                                RON (unsegmented), RON Channel or ROS

         SMS-text                                            311.25         6.8           0.05      0.10      0.08          0.00   0.00    0.00         0.29   0.29    0.29                                                                                                                     (1.) Is loaded as an item of the contract automatically under FEU          No impact                                          (1.) D41 is the averaged out number of             No impact
                                                                                                                                                                                                                                                                                                in each unit and automatically creates a contact, schedule and                                                                campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment (2.) Processing 15 minutes for                                                              process times vary due to automation,
                                                                                                                                                                                                                                                                                                copywriting (3.) If no automatic XML feed to the LBA platform                                                                 estimated at 15 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                then campaign data will have to be rekeyed in platform (15                                                                    first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                mins)+T12                                                                                                                     the minus one session in the formula

         Html                                                 62.25         7.1           0.08      0.09      0.09          0.22   0.22    0.22         0.19   0.19    0.19                                                                      Need to multiple by campaigns (75%)            (1.) Is loaded as an item of the contract automatically under FEU          (1.) In three quarters of the cases an artist or   (1.) D42 is the averaged out number of             No impact
                                                                                                                                                                                                                                                                                                in each unit and automatically creates a contact, schedule and             copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment (2.) 120 minutes for                     supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                                                                                copywriting (3.) if no automated XML to LBA platform then                  takes 60 minutes (3.) There is a workflow tool     estimated at 60 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                campaign data will have to be keyed ((15 mins)                             and a site/server to upload finished copy or       first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                                                                                           graphics to.                                       the minus one session in the formula (4.) The
                                                                                                                                                                                                                                                                                                                                                                                                                              time taken is 60 minutes (4.) On average
                                                                                                                                                                                                                                                                                                                                                                                                                              Customer Service has to contact or be
                                                                                                                                                                                                                                                                                                                                                                                                                              contacted by 75% of this customer group

         Rich Media                                             42          6.3           0.07      0.08      0.07          0.19   0.19    0.19         0.13   0.13    0.13                                                                      Lead times                                     (1.) Is loaded as an item of the contract automatically under FEU          (1.) In three quarters of the cases an artist or   (1.) D43 is the averaged out number of           No impact
                                                                                                                                                                                                                                                                                                in each unit and automatically creates a contact, schedule and             copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment (2.) 120 minutes copywriting             supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                                                                                plus 30 mins for video fulfilment (3.) If no automated XML to the          takes 90 minutes due graphics work in html also    estimated at 75 minutes for copywriting (3.)
                                                                                                                                                                                                                                                                                                LBA platform then campaign data will have to be rekeyed to the             being required in this instance (3.) There is a    The first copy writing session is in fulfilment,
                                                                                                                                                                                                                                                                                                LBA platform (20 mins)                                                     workflow tool and a site/server to upload          hence the minus one session in the formula (4.)
                                                                                                                                                                                                                                                                                                                                                                           finished copy or graphics to.                      On average Customer Service has to contact or
                                                                                                                                                                                                                                                                                                                                                                                                                              be contacted by 75% of this customer group

   3     DSP - Ad Network                                      775                        0.08      0.38      0.23          0.50   0.76    0.50         0.00   0.00    0.00                                          0.73               40,385 quid translations? Does this replaces Beweb or (1.) Is loaded as an item of the contract automatically under FEU            (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then          No impact
                                                                                                                                                                                                                                               on top of Beweb?                 Six variations in each unit and automatically creates a contact, schedule and              will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                               of adverts                                      counter for Operations fulfilment (2.) The degree of automation             sold. (2.) Graphics would need to create 6
                                                                                                                                                                                                                                                                                               will vary the processing between 10 and 45 minutes, depending               versions: static + flash version in 3 different
                                                                                                                                                                                                                                                                                               on available XML, items codes reflecting the placement etc.                 sizes (3.) Processing will vary between 60 and 90
                                                                                                                                                                                                                                                                                                                                                                           minutes depending on the IT solution (4.) There
                                                                                                                                                                                                                                                                                                                                                                           should be an automated workflow (5.)The
                                                                                                                                                                                                                                                                                                                                                                           database would automatically feed the yellow
                                                                                                                                                                                                                                                                                                                                                                           site, without Operations input



   4     In App Advertising                                    843                        0.09      0.27      0.18          0.55   0.82    0.50         0.00   0.00    0.00                                          0.69               37,727 75 minutes                                 4     (1.) Is loaded as an item of the contract automatically under FEU          (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then          No impact
                                                                                                                                                                                                                                               variations to MMA standards                      in each unit and automatically creates a contact, schedule and             will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment (2.) The degree of automation            sold. (2.) Graphics would need to create 4
                                                                                                                                                                                                                                                                                                will vary the processing between 10 and 45 minutes, depending              different sizes (3.) Processing will vary between
                                                                                                                                                                                                                                                                                                on available XML, items codes reflecting the placement etc. (3.)           60 and 90 minutes depending on the IT solution
                                                                                                                                                                                                                                                                                                An automated inventory tool to manage banners.                             (4.) There should be an automated workflow
                                                                                                                                                                                                                                                                                                                                                                           (5.)The database would automatically feed the
                                                                                                                                                                                                                                                                                                                                                                           yellow site, without Operations input



   5     Bookings basic                                       1080                        0.00      0.12      0.06          0.00   0.00    0.00         0.00   0.00    0.00                                          0.06                3,214 1080 calls - customer service and reminders      (1.) Order processing from FEU will automatically feed the                 No impact                                          basic booking version is pure self service and no No impact
                                                                                                                                                                                                                                                                                                booking application (2.) If there is manual loading to the booking                                                            customer support included
                                                                                                                                                                                                                                                                                                tool the duration will be 10 minutes
         Bookings Pro                                          180                        0.00      0.02      0.01          0.00   0.00    0.00         0.10   0.14    0.12                                          0.13                6,964 180 calls - customer service and reminders       (1.) Order processing from FEU will automatically feed the                 No impact                                          (1.) 50 minutes to answer customer queries and No impact
                                                                                                                                                                                                                                                                                                booking application (2.) If there is manual loading to the booking                                                            train them on the service. Also to tell them they
                                                                                                                                                                                                                                                                                                tool the duration will be 10 minutes                                                                                          are active (2.) 70 if there is not an automated
                                                                                                                                                                                                                                                                                                                                                                                                                              CRM scheduling tool (3.) Reminders for all
                                                                                                                                                                                                                                                                                                                                                                                                                              customers (4.) Needs to know how to schedule
                                                                                                                                                                                                                                                                                                                                                                                                                              appointments, calendar, etc.
   6     MS Support                                               4564.77                                                                                    2.37     2.37    2.37                                          2.37             130,422 5 sessions per customer                            No impact                                                             No impact                                          (1.) The duration is 30 minutes (2.) There are 5 No impact
                                                                                                                                                                                                                                                                                                                                                                                                                                 sessions per customer (3.) Only 40% of sessions
                                                                                                                                                                                                                                                                                                                                                                                                                                 will be used (4.) The sessions are not proactively
                                                                                                                                                                                                                                                                                                                                                                                                                                 given (5.) 20% reduction by transfer from free
                                                                                                                                                                                                                                                                                                                                                                                                                                 changes (current process) to paid changes
                                                                                                                                                                                                                                                                                                                                                                                                                                 (proposed)


   7     Home Verticals                                                                                                                                      0.00     0.00    0.00                                          0.00                    0 Outsource opportunity (language) for data         No impact                                                             No impact                                          (1.) Assumption that a web scrapping tool would No impact
                                                                                                                                                                                                                                                      collection by call centre                                                                                                                                                  build an initial database of macro heading
                                                                                                                                                                                                                                                                                                                                                                                                                                 information in database with an user interface
                                                                                                                                                                                                                                                                                                                                                                                                                                 (2.) Content collectors would spend 15 minutes
                                                                                                                                                                                                                                                                                                                                                                                                                                 gathering information from individual business
                                                                                                                                                                                                                                                                                                                                                                                                                                 websites and updating the database (3.) The
                                                                                                                                                                                                                                                                                                                                                                                                                                 database would automatically prescribe the
                                                                                                                                                                                                                                                                                                                                                                                                                                 "next" site to update (4.)The database would
                                                                                                                                                                                                                                                                                                                                                                                                                                 automatically feed the yellow site, without
                                                                                                                                                                                                                                                                                                                                                                                                                                 Operations input (5.) Processing will vary
                                                                                                                                                                                                                                                                                                                                                                                                                                 between 15 and 25 minutes depending on the
                                                                                                                                                                                                                                                                                                                                                                                                                                 IT solution

                                                                                                                                                                                                                            6.56             360,923




         Ireland

                                                                             avg # of
                                                                            camp per      Order Fulfilment + Third party
Number Initiative                                             Yr. 1 Volumes customer              management                         Graphics                       CS                        ProActive care              Total    Headcount cost                           Comments                       Assumptions - Order Fulfilment and third party providers                       Assumptions - Graphics                         Assumptions - Customer service                         Assumptions - ProActive Care
                                                                  IT Sup                 Automation Manual Average         Automation Manual Average   Automation   Manual Average   Automation    Manual      Average                   €
                                                                                                                                                                                                                                                        Is loaded as an item of the contract            There should be an automated CRM and workflow, such as                There should be an automated CRM and               There should be an automated CRM and                  There should be an automated CRM and
                                                                                                                                                                                                                                                        automatically under FEU in each unit and        Selligent to drive and record customer interaction and product        workflow, such as Selligent to drive and record    workflow, such as Selligent to drive and record       workflow, such as Selligent to drive and record
                                                                                                                                                                                                                                                        automatically creates a contact, schedule and   flow. All reporting should be automated and, at a minimum,            customer interaction and product flow              customer interaction and product flow                 customer interaction and product flow
                                                                                                                                                                                                                                                        counter for Operations fulfilment               monitoring should provide automated alerts (with manual
                                                                                                                                                                                                                                                                                                        corrective actions). Customer acceptance will be be automated
                                                                                                                                                                                                                                                                                                        email and automatic uploads t Advertiser Lounge
   1     MySite Rebundling                                                                      0.22      0.22     0.22          0.50   0.50    0.50         3.47     3.47    3.47           0.13      0.16        0.15     4.34             130,119
                                                                                                                                                                                                                                                        30mins fulfilment                               (1.) It takes 10 minutes to process the MySite, check if complete,    (1.) Baseline the service to Belgium (2.) An       (1.) A flat 0.25 FTE is assumed to answer             (1.) The PAC plan requires two customer calls to
                                                                                                                                                                                                                                                                                                        validate number to BiRD's and pass logo or picture to graphics (2.)   optimiser/graphics artist will spend 30 minutes customer calls and queries on these sites                all MySite paid customers (2.) The call takes 30
                                                                                                                                                                                                                                                                                                        All sales will arrive via FEU in each unit (3.) There will be no or   updating the client website. (3. ) This does not                                                         minutes
                                                                                                                                                                                                                                                                                                        minimal manual order fulfilment required (4.) The link to             involve a customer contact, this is a content play
                                                                                                                                                                                                                                                                                                        CSA/MySite creation will be automated by electronic feed (5.)         (4.) Only 80% of websites require updating.
                                                                                                                                                                                                                                                                                                        Content keying of keywords or text lines (10)

                Upgrade from Basic to paying item                     200                       0.02      0.02     0.02          0.05   0.05    0.05         0.25     0.25    0.25           0.13      0.13        0.13
                                                                                                                                                                                                                                                        Base lining to Belgium level of service         No impact                                                             No impact                                          (1.) Assumed there is an application allowing for     (1.) If the sessions are to be addressed
                                                                                                                                                                                                                                                                                                                                                                                                                                 scheduling and counter of remaining session (2.)      ProActively and there is no automation there
                                                                                                                                                                                                                                                                                                                                                                                                                                 we sell "up to" five sessions (3.) proactively call   will be a manual input (2.) The manual call is 10
                                                                                                                                                                                                                                                                                                                                                                                                                                 three times only, not five. (4.) each session is      minutes duration (3.) We need to call a quarter
                                                                                                                                                                                                                                                                                                                                                                                                                                 potentially 60 minute duration, or part thereof.      of customer to maintain their run rte of service
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       sessions (to avoid a backlog)
                5 my Site support sessions in MS+                    1121                       0.00      0.00     0.00          0.00   0.00    0.00         2.73     2.73    2.73           0.00      0.03        0.02
                                                                                                                                                                                                                                                        Base lining to Belgium level of service         No impact                                                             No impact                                          (1.) Optimiser team takes 30 minutes to update        No impact
                                                                                                                                                                                                                                                                                                                                                                                                                                 a website (2.) This is the current time used fro
                SEO Differentiation - revision of kws (MS+)          1121                       0.00      0.00     0.00          0.00   0.00    0.00         0.36     0.36    0.36           0.00      0.00        0.00                                                                                                                                                                                                          SEO in Belgium
                                                                                                                                                                                                                                                        Base lining to Belgium level of service         (1.) The FEU in each unit will interface with the IP provider      No impact                                             No impact                                             No impact
                                                                                                                                                                                                                                                                                                        registration and allow the rep to prescribe the top level domain
                                                                                                                                                                                                                                                                                                        at the point of sale. (2.) The rep then sends in the documentation
                                                                                                                                                                                                                                                                                                        to Operations and we manually administer the registration (3.)
                                                                                                                                                                                                                                                                                                        Operations email the customer on successful registration
                TLDs in MS+                                          1121                       0.04      0.04     0.04          0.00   0.00    0.00         0.00     0.00    0.00           0.00      0.00        0.00
                                                                                                                                                                                                                                                        Base lining to Belgium level of service         No impact                                                             (1.) Baseline the service to Belgium (2.) Post     No impact                                             No impact
                                                                                                                                                                                                                                                                                                                                                                              activation a content person will spend 30
                                                                                                                                                                                                                                                                                                                                                                              minutes updating the client website. (3. ) This
                                                                                                                                                                                                                                                                                                                                                                              does not involve a customer contact, this is a
                                                                                                                                                                                                                                                                                                                                                                              content play (4.) Only 75% of websites require
                                                                                                                                                                                                                                                                                                                                                                              updating
                Post-fill                                            1245                       0.00      0.00     0.00          0.30   0.30    0.30         0.00     0.00    0.00           0.00      0.00        0.00
                                                                                                                                                                                                                                                        should be done by sales in Self Serve           No impact as will be amended by the rep via FEU at point of sale   No impact as will be amended by the rep via           No impact as will be amended by the rep via          No impact
                sub-domains                                          5500                       0.00      0.00     0.00          0.15   0.15    0.15         0.00     0.00    0.00           0.00      0.00        0.00                                                                                                                                                    FEU at point of sale                                  FEU at point of sale
                                                                                                                                                                                                                                                                                                        (1.) The claim your business link between the MySite Self serve to No impact                                             (1.) Customer Service will receive calls in relation No impact
                                                                                                                                                                                                                                                                                                        Base Data will involve heading or name verification in only 33% of                                                       to the Claim your Business initiative (2.)
                                                                                                                                                                                                                                                                                                        occasions (2.) The manual verification will take 15 minutes on                                                           Answering queries and resolution/validation will
                                                                                                                                                                                                                                                                                                        average (3.) There is no verification on any data except for                                                             take 15 minutes on average (3.) There is no
                                                                                                                                                                                                                                                                                                        headings changes and certain name verification (as per marketing                                                         verification on any data except for headings
                                                                                                                                                                                                                                                                                                        business case)                                                                                                           changes and certain name verification (as per
                                                                                                                                                                                                                                                                                                                                                                                                                                 marketing business case) (3.) Only a quarter of
                                                                                                                                                                                                                                                                                                                                                                                                                                 claim your business entities will require
                                                                                                                                                                                                                                                                                                                                                                                                                                 Customer Service assistance annually


                Claim your business                                  3,000                      0.16      0.16     0.16          0.00   0.00    0.00         0.12     0.12    0.12           0.00      0.00        0.00
                                                                                                                                                                                                                                                        There are three product variations              Is loaded as an item of the contract automatically under FEU in
                                                                                                                                                                                                                                                                                                        each unit and automatically creates a contact, schedule and
                                                                                                                                                                                                                                                                                                        counter for Operations fulfilment and indicates if the products is
                                                                                                                                                                                                                                                                                                        RON (unsegmented), RON Channel or ROS
   2     Location based advertising                                    385                      0.18      0.25     0.22          0.41   0.41    0.41         0.57     0.57    0.57           0.00      0.13        0.06     1.25               37,592
                                                                    288.75                                                                                                                                                                              Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU        No impact                                          (1.) D41 is the averaged out number of             No impact
                                                                                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and                                                              campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) Processing 15 minutes for                                                            process times vary due to automation,
                                                                                                                                                                                                                                                                                                     copywriting (3.) If no automatic XML feed to the LBA platform                                                               estimated at 15 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                     then campaign data will have to be rekeyed in platform (15                                                                  first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                     mins)+T12                                                                                                                   the minus one session in the formula
         SMS-text                                                                  6.8          0.05      0.09     0.07          0.00   0.00    0.00         0.27     0.27    0.27
                                                                     57.75                                                                                                                                                                              Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU        (1.) In three quarters of the cases an artist or   (1.) D42 is the averaged out number of             No impact
                                                                                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and           copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) 120 minutes for                   supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                                                                                     copywriting (3.) if no automated XML to LBA platform then                takes 60 minutes (3.) There is a workflow tool     estimated at 60 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                     campaign data will have to be keyed ((15 mins)                           and a site/server to upload finished copy or       first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                                                                                              graphics to.                                       the minus one session in the formula (4.) The
                                                                                                                                                                                                                                                                                                                                                                                                                                 time taken is 60 minutes (4.) On average
                                                                                                                                                                                                                                                                                                                                                                                                                                 Customer Service has to contact or be
                                                                                                                                                                                                                                                                                                                                                                                                                                 contacted by 75% of this customer group
         Html                                                                      7.1          0.08      0.08     0.08          0.22   0.22    0.22         0.17     0.17    0.17
                                                                       39                                                                                                                                                                               Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU        (1.) In three quarters of the cases an artist or   (1.) D43 is the averaged out number of           No impact
                                                                                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and           copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) 120 minutes copywriting           supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                                                                                     plus 30 mins for video fulfilment (3.) If no automated XML to the        takes 90 minutes due graphics work in html also    estimated at 75 minutes for copywriting (3.)
                                                                                                                                                                                                                                                                                                     LBA platform then campaign data will have to be rekeyed to the           being required in this instance (3.) There is a    The first copy writing session is in fulfilment,
                                                                                                                                                                                                                                                                                                     LBA platform (20 mins)                                                   workflow tool and a site/server to upload          hence the minus one session in the formula (4.)
                                                                                                                                                                                                                                                                                                                                                                              finished copy or graphics to.                      On average Customer Service has to contact or
                                                                                                                                                                                                                                                                                                                                                                                                                                 be contacted by 75% of this customer group
         Rich Media                                                                6.3          0.06      0.07     0.07          0.19   0.19    0.19         0.12     0.12    0.12
                                                                                                                                                                                                                                                      Six variations of adverts                       (1.) Is loaded as an item of the contract automatically under FEU     (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then         No impact
                                                                                                                                                                                                                                                                                                      in each unit and automatically creates a contact, schedule and        will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                                                                                      counter for Operations fulfilment (2.) The degree of automation       sold. (2.) Graphics would need to create 6
                                                                                                                                                                                                                                                                                                      will vary the processing between 10 and 45 minutes, depending         versions: static + flash version in 3 different
                                                                                                                                                                                                                                                                                                      on available XML, items codes reflecting the placement etc.           sizes (3.) Processing will vary between 60 and 90
                                                                                                                                                                                                                                                                                                                                                                            minutes depending on the IT solution (4.) There
                                                                                                                                                                                                                                                                                                                                                                            should be an automated workflow (5.)The
                                                                                                                                                                                                                                                                                                                                                                            database would automatically feed the yellow
                                                                                                                                                                                                                                                                                                                                                                            site, without Operations input
   3     DSP - Ad Network                                            66                       0.08      0.38     0.23          0.50   0.76    0.50         0.01     0.01    0.01                                          0.74               22,296
                                                                                                                                                                                                                                                      75 minutes                                4     (1.) Is loaded as an item of the contract automatically under FEU     (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then         No impact
                                                                                                                                                                                                                                                      variations to MMA standards                     in each unit and automatically creates a contact, schedule and        will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                                                                                      counter for Operations fulfilment (2.) The degree of automation       sold. (2.) Graphics would need to create 4
                                                                                                                                                                                                                                                                                                      will vary the processing between 10 and 45 minutes, depending         different sizes (3.) Processing will vary between
                                                                                                                                                                                                                                                                                                      on available XML, items codes reflecting the placement etc. (3.)      60 and 90 minutes depending on the IT solution
                                                                                                                                                                                                                                                                                                      An automated inventory tool to manage banners.                        (4.) There should be an automated workflow
                                                                                                                                                                                                                                                                                                                                                                            (5.)The database would automatically feed the
                                                                                                                                                                                                                                                                                                                                                                            yellow site, without Operations input




   4     In App Advertising                                         314                       0.03      0.10     0.07          0.20   0.31    0.50         0.04     0.04    0.04                                          0.61               18,413
                                                                                                                                                                                                                                                                                                      (1.) Order processing from FEU will automatically feed the            No impact                                         basic booking version is pure self service and no No impact
                                                                                                                                                                                                                                                                                                      booking application (2.) If there is manual loading to the booking                                                      customer support included
   5     Bookings basic                                                0                      0.00      0.00     0.00          0.00   0.00    0.00         0.00     0.00    0.00                                          0.00                                                                        tool the duration will be 10 minutes
         Bookings Pro                                                  0                      0.00      0.00     0.00          0.00   0.00    0.00         0.00     0.00    0.00                                          0.00                                                                        No impact                                                             No impact                                         No impact                                       No impact
   6     MS Support                                                    0                                                                                   0.00     0.00    0.00                                          0.00                                                                        No impact                                                             No impact                                         No impact                                       No impact
                                                                                                                                                                                                                                                      Outsource opportunity (language) for data       No impact                                                             No impact                                         (1.) Assumption that a web scrapping tool would No impact
                                                                                                                                                                                                                                                      collection by call centre                                                                                                                                               build an initial database of macro heading
                                                                                                                                                                                                                                                                                                                                                                                                                              information in database with an user interface
                                                                                                                                                                                                                                                                                                                                                                                                                              (2.) Content collectors would spend 15 minutes
                                                                                                                                                                                                                                                                                                                                                                                                                              gathering information from individual business
                                                                                                                                                                                                                                                                                                                                                                                                                              websites and updating the database (3.) The
                                                                                                                                                                                                                                                                                                                                                                                                                              database would automatically prescribe the
                                                                                                                                                                                                                                                                                                                                                                                                                              "next" site to update (4.)The database would
                                                                                                                                                                                                                                                                                                                                                                                                                              automatically feed the yellow site, without
                                                                                                                                                                                                                                                                                                                                                                                                                              Operations input (5.) Processing will vary
                                                                                                                                                                                                                                                                                                                                                                                                                              between 15 and 25 minutes depending on the
                                                                                                                                                                                                                                                                                                                                                                                                                              IT solution

   7     Home Verticals                                                                                                                                    0.00     0.00    0.00                                          0.00                   0
                                                                                                                                                                                                                          6.95             208,420




         Portugal

                                                                           avg # of
                                                                          camp per      Order Fulfilment + Third party
Number Initiative                                           Yr. 1 Volumes customer              management                         Graphics                       CS                        ProActive care              Total    Headcount cost                           Comments                                        Comments/Assumptions                                          Comments/Assumptions                              Comments/Assumptions                                  Comments/Assumptions
                                                                IT Sup                 Automation Manual Average         Automation Manual Average   Automation   Manual Average   Automation    Manual      Average                   €
                                                                                                                                                                                                                                                      Is loaded as an item of the contract            There should be an automated CRM and workflow, such as                There should be an automated CRM and              There should be an automated CRM and                  There should be an automated CRM and
                                                                                                                                                                                                                                                      automatically under FEU in each unit and        Selligent to drive and record customer interaction and product        workflow, such as Selligent to drive and record   workflow, such as Selligent to drive and record       workflow, such as Selligent to drive and record
                                                                                                                                                                                                                                                      automatically creates a contact, schedule and   flow. All reporting should be automated and, at a minimum,            customer interaction and product flow             customer interaction and product flow                 customer interaction and product flow
                                                                                                                                                                                                                                                      counter for Operations fulfilment               monitoring should provide automated alerts (with manual
                                                                                                                                                                                                                                                                                                      corrective actions). Customer acceptance will be automated
                                                                                                                                                                                                                                                                                                      email and automatic uploads t Advertiser Lounge
   1     MySite Rebundling                                                                    0.31      0.32     0.31          0.60   0.60    0.60         4.26     4.26    4.26           0.11      0.18        0.15     5.32             156,646
                                                                                                                                                                                                                                                      30mins fulfilment                               (1.) It takes 10 minutes to process the MySite, check if complete,    (1.) Baseline the service to Belgium (2.) An       (1.) A flat 0.25 FTE is assumed to answer            (1.) The PAC plan requires two customer calls to
                                                                                                                                                                                                                                                                                                      validate number to BiRD's and pass logo or picture to graphics (2.)   optimiser/graphics artist will spend 30 minutes customer calls and queries on these sites               all MySite paid customers (2.) The call takes 30
                                                                                                                                                                                                                                                                                                      All sales will arrive via FEU in each unit (3.) There will be no or   updating the client website. (3. ) This does not                                                        minutes
                                                                                                                                                                                                                                                                                                      minimal manual order fulfilment required (4.) The link to             involve a customer contact, this is a content play
                                                                                                                                                                                                                                                                                                      CSA/MySite creation will be automated by electronic feed (5.)         (4.) Only 80% of websites require updating.
                                                                                                                                                                                                                                                                                                      Content keying of keywords or text lines (10)
              Upgrade from Basic to paying item                     175                       0.02      0.02     0.02          0.05   0.05    0.05         0.25     0.25    0.25           0.11      0.11        0.11
                                                                                                                                                                                                                                                      Base lining to Belgium level of service         No impact                                                             No impact                                         (1.) Assumed there is an application allowing for     (1.) If the sessions are to be addressed
                                                                                                                                                                                                                                                                                                                                                                                                                              scheduling and counter of remaining session (2.)      ProActively and there is no automation there
                                                                                                                                                                                                                                                                                                                                                                                                                              we sell "up to" five sessions (3.) proactively call   will be a manual input (2.) The manual call is 10
                                                                                                                                                                                                                                                                                                                                                                                                                              three times only, not five. (4.) each session is      minutes duration (3.) We need to call a quarter
                                                                                                                                                                                                                                                                                                                                                                                                                              potentially 60 minute duration, or part thereof.      of customer to maintain their run rte of service
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    sessions (to avoid a backlog)
              5 my Site support sessions in MS+                    2500                       0.00      0.00     0.00          0.00   0.00    0.00         3.04     3.04    3.04           0.00      0.07        0.03
                                                                                                                                                                                                                                                      Base lining to Belgium level of service         No impact                                                             No impact                                         (1.) Optimiser team takes 30 minutes to update        No impact
                                                                                                                                                                                                                                                                                                                                                                                                                              a website (2.) This is the current time used fro
              SEO Differentiation - revision of kws (MS+)          2500                       0.00      0.00     0.00          0.00   0.00    0.00         0.81     0.81    0.81           0.00      0.00        0.00                                                                                                                                                                                                         SEO in Belgium
                                                                                                                                                                                                                                                      Base lining to Belgium level of service         (1.) The FEU in each unit will interface with the IP provider      No impact                                            No impact                                             No impact
                                                                                                                                                                                                                                                                                                      registration and allow the rep to prescribe the top level domain
                                                                                                                                                                                                                                                                                                      at the point of sale. (2.) The rep then sends in the documentation
                                                                                                                                                                                                                                                                                                      to Operations and we manually administer the registration (3.)
                                                                                                                                                                                                                                                                                                      Operations email the customer on successful registration
              TLDs in MS+                                          2500                       0.08      0.09     0.09          0.00   0.00    0.00         0.00     0.00    0.00           0.00      0.00        0.00
                                                                                                                                                                                                                                                      Base lining to Belgium level of service         No impact                                                          (1.) Baseline the service to Belgium (2.) Post       No impact                                             No impact
                                                                                                                                                                                                                                                                                                                                                                         activation a content person will spend 30
                                                                                                                                                                                                                                                                                                                                                                         minutes updating the client website. (3. ) This
                                                                                                                                                                                                                                                                                                                                                                         does not involve a customer contact, this is a
                                                                                                                                                                                                                                                                                                                                                                         content play (4.) Only 75% of websites require
              Post-fill                                             175                       0.00      0.00     0.00          0.04   0.04    0.04         0.00     0.00    0.00           0.00      0.00        0.00                                                                                                                                                    updating
                                                                                                                                                                                                                                                      should be done by sales in Self Serve           No impact as will be amended by the rep via FEU at point of sale No impact as will be amended by the rep via            No impact as will be amended by the rep via          No impact
              sub-domains                                         19000                       0.00      0.00     0.00          0.51   0.51    0.51         0.00     0.00    0.00           0.00      0.00        0.00                                                                                                                                                    FEU at point of sale                                 FEU at point of sale
                                                                                                                                                                                                                                                                                                      (1.) The claim your business link between the MySite Self serve to No impact                                            (1.) Customer Service will receive calls in relation No impact
                                                                                                                                                                                                                                                                                                      Base Data will involve heading or name verification in only 33% of                                                      to the Claim your Business initiative (2.)
                                                                                                                                                                                                                                                                                                      occasions (2.) The manual verification will take 15 minutes on                                                          Answering queries and resolution/validation will
                                                                                                                                                                                                                                                                                                      average (3.) There is no verification on any data except for                                                            take 15 minutes on average (3.) There is no
                                                                                                                                                                                                                                                                                                      headings changes and certain name verification (as per marketing                                                        verification on any data except for headings
                                                                                                                                                                                                                                                                                                      business case)                                                                                                          changes and certain name verification (as per
                                                                                                                                                                                                                                                                                                                                                                                                                              marketing business case) (3.) Only a quarter of
                                                                                                                                                                                                                                                                                                                                                                                                                              claim your business entities will require
                                                                                                                                                                                                                                                                                                                                                                                                                              Customer Service assistance annually
              Claim your business                                  3,850                      0.21      0.21     0.21          0.00   0.00    0.00         0.16     0.16    0.16           0.00      0.00        0.00
                                                                                                                                                                                                                                                      There are three product variations              Is loaded as an item of the contract automatically under FEU in
                                                                                                                                                                                                                                                                                                      each unit and automatically creates a contact, schedule and
                                                                                                                                                                                                                                                                                                      counter for Operations fulfilment and indicates if the products is
                                                                                                                                                                                                                                                                                                      RON (unsegmented), RON Channel or ROS
   2     Location based advertising                                  225                      0.11      0.15     0.13          0.41   0.41    0.41         0.33     0.33    0.33           0.00      0.07        0.04     0.90               26,511
                                                                  168.75                                                                                                                                                                              Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU        No impact                                         (1.) D41 is the averaged out number of             No impact
                                                                                                                                                                                                                                                      3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and                                                             campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                   counter for Operations fulfilment (2.) Processing 15 minutes for                                                           process times vary due to automation,
                                                                                                                                                                                                                                                                                                   copywriting (3.) If no automatic XML feed to the LBA platform                                                              estimated at 15 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                   then campaign data will have to be rekeyed in platform (15                                                                 first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                   mins)+T12                                                                                                                  the minus one session in the formula
         SMS-text                                                                6.8          0.03      0.05     0.04          0.00   0.00    0.00         0.16     0.16    0.16
                                                                       33.75                                                                                                            Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU      (1.) In three quarters of the cases an artist or   (1.) D42 is the averaged out number of             No impact
                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and         copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) 120 minutes for                 supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                     copywriting (3.) if no automated XML to LBA platform then              takes 60 minutes (3.) There is a workflow tool     estimated at 60 minutes for copywriting (3.) The
                                                                                                                                                                                                                                     campaign data will have to be keyed ((15 mins)                         and a site/server to upload finished copy or       first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                            graphics to.                                       the minus one session in the formula (4.) The
                                                                                                                                                                                                                                                                                                                                                               time taken is 60 minutes (4.) On average
                                                                                                                                                                                                                                                                                                                                                               Customer Service has to contact or be
                                                                                                                                                                                                                                                                                                                                                               contacted by 75% of this customer group
    Html                                                                                  7.1          0.04   0.05   0.05   0.22   0.22   0.22   0.10   0.10   0.10
                                                                             23                                                                                                         Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU      (1.) In three quarters of the cases an artist or   (1.) D43 is the averaged out number of           No impact
                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and         copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) 120 minutes copywriting         supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                     plus 30 mins for video fulfilment (3.) If no automated XML to the      takes 90 minutes due graphics work in html also    estimated at 75 minutes for copywriting (3.)
                                                                                                                                                                                                                                     LBA platform then campaign data will have to be rekeyed to the         being required in this instance (3.) There is a    The first copy writing session is in fulfilment,
                                                                                                                                                                                                                                     LBA platform (20 mins)                                                 workflow tool and a site/server to upload          hence the minus one session in the formula (4.)
                                                                                                                                                                                                                                                                                                            finished copy or graphics to.                      On average Customer Service has to contact or
                                                                                                                                                                                                                                                                                                                                                               be contacted by 75% of this customer group
    Rich Media                                                                            6.3          0.04   0.04   0.04   0.19   0.19   0.19   0.07   0.07   0.07
                                                                                                                                                                                        Six variations of adverts                      (1.) Is loaded as an item of the contract automatically under FEU    (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then     No impact
                                                                                                                                                                                                                                       in each unit and automatically creates a contact, schedule and       will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                       counter for Operations fulfilment (2.) The degree of automation      sold. (2.) Graphics would need to create 6
                                                                                                                                                                                                                                       will vary the processing between 10 and 45 minutes, depending        versions: static + flash version in 3 different
                                                                                                                                                                                                                                       on available XML, items codes reflecting the placement etc.          sizes (3.) Processing will vary between 60 and 90
                                                                                                                                                                                                                                                                                                            minutes depending on the IT solution (4.) There
                                                                                                                                                                                                                                                                                                            should be an automated workflow (5.)The
                                                                                                                                                                                                                                                                                                            database would automatically feed the yellow
                                                                                                                                                                                                                                                                                                            site, without Operations input
3   DSP - Ad Network                                                     143                           0.08   0.38   0.23   0.50   0.76   0.50   0.02   0.02   0.02    0.75    22,172
                                                                                                                                                                                        75 minutes                               4     (1.) Is loaded as an item of the contract automatically under FEU    (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then     No impact
                                                                                                                                                                                        variations to MMA standards                    in each unit and automatically creates a contact, schedule and       will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                       counter for Operations fulfilment (2.) The degree of automation      sold. (2.) Graphics would need to create 4
                                                                                                                                                                                                                                       will vary the processing between 10 and 45 minutes, depending        different sizes (3.) Processing will vary between
                                                                                                                                                                                                                                       on available XML, items codes reflecting the placement etc. (3.)     60 and 90 minutes depending on the IT solution
                                                                                                                                                                                                                                       An automated inventory tool to manage banners.                       (4.) There should be an automated workflow
                                                                                                                                                                                                                                                                                                            (5.)The database would automatically feed the
                                                                                                                                                                                                                                                                                                            yellow site, without Operations input
4   In App Advertising                                                   279                           0.03   0.09   0.06   0.18   0.27   0.50   0.04   0.04   0.04    0.60    17,695
                                                                                                                                                                                        1080 calls - customer service and reminders    (1.) Order processing from FEU will automatically feed the           No impact                                          basic booking version is pure self service and no No impact
                                                                                                                                                                                                                                       booking application (2.) If there is manual loading to the booking                                                      customer support included
5   Bookings basic                                                           60                        0.00   0.01   0.00   0.00   0.00   0.00   0.00   0.00   0.00    0.00        96                                                  tool the duration will be 10 minutes
                                                                                                                                                                                        180 calls - customer service and reminders     (1.) Order processing from FEU will automatically feed the           No impact                                          (1.) 50 minutes to answer customer queries and No impact
                                                                                                                                                                                                                                       booking application (2.) If there is manual loading to the booking                                                      train them on the service. Also to tell them they
                                                                                                                                                                                                                                       tool the duration will be 10 minutes                                                                                    are active (2.) 70 if there is not an automated
                                                                                                                                                                                                                                                                                                                                                               CRM scheduling tool (3.) Reminders for all
                                                                                                                                                                                                                                                                                                                                                               customers (4.) Needs to know how to schedule
                                                                                                                                                                                                                                                                                                                                                               appointments, calendar, etc.
    Bookings Pro                                                             0                         0.00   0.00   0.00   0.00   0.00   0.00   0.00   0.00   0.00    0.00
6   MS Support                                                               0                                                                   0.00   0.00   0.00    0.00                                                            No impact                                                            No impact                                          No impact                                       No impact
                                                                                                                                                                                        Outsource opportunity (language) for data      No impact                                                            No impact                                          (1.) Assumption that a web scrapping tool would No impact
                                                                                                                                                                                        collection by call centre                                                                                                                                              build an initial database of macro heading
                                                                                                                                                                                                                                                                                                                                                               information in database with an user interface
                                                                                                                                                                                                                                                                                                                                                               (2.) Content collectors would spend 15 minutes
                                                                                                                                                                                                                                                                                                                                                               gathering information from individual business
                                                                                                                                                                                                                                                                                                                                                               websites and updating the database (3.) The
                                                                                                                                                                                                                                                                                                                                                               database would automatically prescribe the
                                                                                                                                                                                                                                                                                                                                                               "next" site to update (4.)The database would
                                                                                                                                                                                                                                                                                                                                                               automatically feed the yellow site, without
                                                                                                                                                                                                                                                                                                                                                               Operations input (5.) Processing will vary
                                                                                                                                                                                                                                                                                                                                                               between 15 and 25 minutes depending on the
                                                                                                                                                                                                                                                                                                                                                               IT solution
7   Home Verticals                                                                                                                               0.00   0.00   0.00    0.00         0
                                                                                                                                                                       7.58   223,120

    Total                                                                                                                                                             21.09   792,463

    Additional costs                                                                                                                                                  21.09   792,463
    Graphics flash training                                                                                                                                                      8500
    Training for Customer Service on LBA                                                                                                                                            0
    Training for Customer Service on booking tool                                                                                                                                   0
    Training for Customer Service on MySite Rebundling elements
    Training for Customer Service on first line support of funnel products                                                                                                    800,963
    Training for Customer Service on in App Advertising
    Training on bookings e.g. schedules, appointments, calendars etc.
    Guidelines on Content for home Improvement vertical




    Risk
    Automation - integration to FEU
    Automation - end to end processes
    CRM integration - Selligent, workflow, counter e.g. MYSite Support session
    New Media - application and tools
    Match profile to resources as we need:
    copywriting skills
    graphics skills in bannering - flash etc.
    designer
    content collector
    Seo optimiser
    administration - Top level domains

    Outsource costs
    PA                                                                            €10 - €12 per hour
    BE                                                                            €25 - €30 per hour
    IE                                                                            €15 - €20 per hour
         Belgium

                                                                      avg # of
                                                                     camp per      Order Fulfilment + Third party
Number Initiative                                      Yr. 1 Volumes customer              management                           Graphics                     CS                        ProActive care              Total    Headcount cost                          Comments                       Assumptions - Order Fulfilment and third party providers                            Assumptions - Graphics                         Assumptions - Customer service                         Assumptions - ProActive Care
                                                           IT Sup                 Automation Manual Average           Automation Manual Average   Automation Manual Average   Automation    Manual      Average                   €
   1     MySite Rebundling                                                                0.27      0.27       0.27         0.17      0.17 0.17         0.40    0.40   0.40          0.43       0.43        0.43     1.26               69,477                                                  There should be an automated CRM and workflow, such as                     There should be an automated CRM and               There should be an automated CRM and                  There should be an automated CRM and
                                                                                                                                                                                                                                                                                                Selligent to drive and record customer interaction and product             workflow, such as Selligent to drive and record    workflow, such as Selligent to drive and record       workflow, such as Selligent to drive and record
                                                                                                                                                                                                                                                                                                flow. All reporting should be automated and, at a minimum,                 customer interaction and product flow              customer interaction and product flow                 customer interaction and product flow
                                                                                                                                                                                                                                                                                                monitoring should provide automated alerts (with manual
                                                                                                                                                                                                                                                                                                corrective actions). Customer acceptance will be be automated
                                                                                                                                                                                                                                                                                                email and automatic uploads t Advertiser Lounge

         Upgrade from Basic to paying item                     660                        0.07      0.07      0.07          0.17   0.17    0.17         0.25   0.25    0.25           0.43      0.43        0.43                                 30mins                                         (1.) It takes 10 minutes to process the MySite, check if complete,         (1.) Baseline the service to Belgium (2.) An       (1.) A flat 0.25 FTE is assumed to answer             (1.) The PAC plan requires two customer calls to
                                                                                                                                                                                                                                                                                                validate the number in As400 and pass logo or picture creation to          optimiser/graphics artist will spend 30 minutes customer calls and queries on these sites                all MySite paid customers (2.) The call takes 30
                                                                                                                                                                                                                                                                                                graphics (2.) All sales will arrive via FEU in each unit (3.) There will   updating the client website. (3. ) This does not                                                         minutes
                                                                                                                                                                                                                                                                                                be no or minimal manual order fulfilment required (4.) The link            involve a customer contact, this is a content play
                                                                                                                                                                                                                                                                                                to CSA/MySite creation will be automated by electronic feed                (4.) Only 80% of websites require updating.



         5 my Site support sessions in MS+                    3400                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 no impact for BE as changes included in MS+.   No impact                                                                  No impact                                          (1.) Assumed there is an application allowing for     (1.) If the sessions are to be addressed
                                                                                                                                                                                                                                                 Service or tools will be required to be more                                                                                                                                 scheduling and counter of remaining session (2.)      ProActively and there is no automation there
                                                                                                                                                                                                                                                 efficient                                                                                                                                                                    we sell "up to" five sessions (3.) proactively call   will be a manual input (2.) The manual call is 10
                                                                                                                                                                                                                                                                                                                                                                                                                              three times only, not five. (4.) each session is      minutes duration (3.) We need to call a quarter
                                                                                                                                                                                                                                                                                                                                                                                                                              potentially 60 minute duration, or part thereof.      of customer to maintain their run rte of service
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    sessions (to avoid a backlog)

         SEO Differentiation - revision of kws (MS+)          3400                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 already in place + no increase in number of MS No impact                                                                  No impact                                          No impact                                             No impact

         TLDs in MS+                                          3400                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 already in place                               (1.) The FEU in each unit will interface with the IP provider      No impact                                                  No impact                                             No impact
                                                                                                                                                                                                                                                                                                registration and allow the rep to prescribe the top level domain
                                                                                                                                                                                                                                                                                                at the point of sale. (2.) The rep then sends in the documentation
                                                                                                                                                                                                                                                                                                to Operations and we manually administer the registration (3.)
                                                                                                                                                                                                                                                                                                Operations email the customer on successful registration


         Post-fill                                             660                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 already in place                               No impact                                                                  No impact                                          No impact                                            No impact
         sub-domains                                         21000                        0.00      0.00      0.00          0.00   0.00    0.00         0.00   0.00    0.00           0.00      0.00        0.00                                 should be done by sales in Self Serve          No impact as will be amended by the rep via FEU at point of sale           (1.) will be done by sales in MySite admin         No impact as will be amended by the rep via          No impact
                                                                                                                                                                                                                                                                                                                                                                                                                              FEU at point of sale
         Claim your business                                  3,630                       0.19      0.19      0.19          0.00   0.00    0.00         0.15   0.15    0.15           0.00      0.00        0.00                                                                                (1.) The claim your business link between the MySite Self serve to No impact                                                  (1.) Customer Service will receive calls in relation No impact
                                                                                                                                                                                                                                                                                                Base Data will involve heading or name verification in only 33% of                                                            to the Claim your Business initiative (2.)
                                                                                                                                                                                                                                                                                                occasions (2.) The manual verification will take 15 minutes on                                                                Answering queries and resolution/validation will
                                                                                                                                                                                                                                                                                                average (3.) There is no verification on any data except for                                                                  take 15 minutes on average (3.) There is no
                                                                                                                                                                                                                                                                                                headings changes and certain name verification (as per marketing                                                              verification on any data except for headings
                                                                                                                                                                                                                                                                                                business case)                                                                                                                changes and certain name verification (as per
                                                                                                                                                                                                                                                                                                                                                                                                                              marketing business case) (3.) Only a quarter of
                                                                                                                                                                                                                                                                                                                                                                                                                              claim your business entities will require
                                                                                                                                                                                                                                                                                                                                                                                                                              Customer Service assistance annually

   2     Location based advertising                            425                        0.20      0.27      0.24          0.42   0.42    0.42         0.63   0.63    0.63           0.00      0.14        0.07     1.35               74,486 Translations are required in Belgium             Is loaded as an item of the contract automatically under FEU in
                                                                                                                                                                                                                                                                                                each unit and automatically creates a contact, schedule and
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment and indicates if the products is
                                                                                                                                                                                                                                                                                                RON (unsegmented), RON Channel or ROS

         SMS-text                                            318.75         6.8           0.05      0.10      0.08          0.00   0.00    0.00         0.30   0.30    0.30                                                                                                                     (1.) Is loaded as an item of the contract automatically under FEU          No impact                                          (1.) D41 is the averaged out number of             No impact
                                                                                                                                                                                                                                                                                                in each unit and automatically creates a contact, schedule and                                                                campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment (2.) Processing 15 minutes for                                                              process times vary due to automation,
                                                                                                                                                                                                                                                                                                copywriting (3.) If no automatic XML feed to the LBA platform                                                                 estimated at 15 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                then campaign data will have to be rekeyed in platform (15                                                                    first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                mins)+T12                                                                                                                     the minus one session in the formula

         Html                                                 63.75         7.1           0.08      0.09      0.09          0.22   0.22    0.22         0.19   0.19    0.19                                                                      Need to multiple by campaigns (75%)            (1.) Is loaded as an item of the contract automatically under FEU          (1.) In three quarters of the cases an artist or   (1.) D42 is the averaged out number of             No impact
                                                                                                                                                                                                                                                                                                in each unit and automatically creates a contact, schedule and             copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment (2.) 120 minutes for                     supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                                                                                copywriting (3.) if no automated XML to LBA platform then                  takes 60 minutes (3.) There is a workflow tool     estimated at 60 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                campaign data will have to be keyed ((15 mins)                             and a site/server to upload finished copy or       first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                                                                                           graphics to.                                       the minus one session in the formula (4.) The
                                                                                                                                                                                                                                                                                                                                                                                                                              time taken is 60 minutes (4.) On average
                                                                                                                                                                                                                                                                                                                                                                                                                              Customer Service has to contact or be
                                                                                                                                                                                                                                                                                                                                                                                                                              contacted by 75% of this customer group

         Rich Media                                             43          6.3           0.07      0.08      0.07          0.20   0.20    0.20         0.14   0.14    0.14                                                                      Lead times                                     (1.) Is loaded as an item of the contract automatically under FEU          (1.) In three quarters of the cases an artist or   (1.) D43 is the averaged out number of           No impact
                                                                                                                                                                                                                                                                                                in each unit and automatically creates a contact, schedule and             copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment (2.) 120 minutes copywriting             supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                                                                                plus 30 mins for video fulfilment (3.) If no automated XML to the          takes 90 minutes due graphics work in html also    estimated at 75 minutes for copywriting (3.)
                                                                                                                                                                                                                                                                                                LBA platform then campaign data will have to be rekeyed to the             being required in this instance (3.) There is a    The first copy writing session is in fulfilment,
                                                                                                                                                                                                                                                                                                LBA platform (20 mins)                                                     workflow tool and a site/server to upload          hence the minus one session in the formula (4.)
                                                                                                                                                                                                                                                                                                                                                                           finished copy or graphics to.                      On average Customer Service has to contact or
                                                                                                                                                                                                                                                                                                                                                                                                                              be contacted by 75% of this customer group

   3     DSP - Ad Network                                      814                        0.09      0.40      0.24          0.53   0.79    0.53         0.00   0.00    0.00                                          0.77               42,413 quid translations? Does this replaces Beweb or (1.) Is loaded as an item of the contract automatically under FEU            (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then          No impact
                                                                                                                                                                                                                                               on top of Beweb?                 Six variations in each unit and automatically creates a contact, schedule and              will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                               of adverts                                      counter for Operations fulfilment (2.) The degree of automation             sold. (2.) Graphics would need to create 6
                                                                                                                                                                                                                                                                                               will vary the processing between 10 and 45 minutes, depending               versions: static + flash version in 3 different
                                                                                                                                                                                                                                                                                               on available XML, items codes reflecting the placement etc.                 sizes (3.) Processing will vary between 60 and 90
                                                                                                                                                                                                                                                                                                                                                                           minutes depending on the IT solution (4.) There
                                                                                                                                                                                                                                                                                                                                                                           should be an automated workflow (5.)The
                                                                                                                                                                                                                                                                                                                                                                           database would automatically feed the yellow
                                                                                                                                                                                                                                                                                                                                                                           site, without Operations input



   4     In App Advertising                                    843                        0.09      0.27      0.18          0.55   0.82    0.53         0.00   0.00    0.00                                          0.71               39,117 75 minutes                                 4     (1.) Is loaded as an item of the contract automatically under FEU          (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then          No impact
                                                                                                                                                                                                                                               variations to MMA standards                      in each unit and automatically creates a contact, schedule and             will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                                                                                counter for Operations fulfilment (2.) The degree of automation            sold. (2.) Graphics would need to create 4
                                                                                                                                                                                                                                                                                                will vary the processing between 10 and 45 minutes, depending              different sizes (3.) Processing will vary between
                                                                                                                                                                                                                                                                                                on available XML, items codes reflecting the placement etc. (3.)           60 and 90 minutes depending on the IT solution
                                                                                                                                                                                                                                                                                                An automated inventory tool to manage banners.                             (4.) There should be an automated workflow
                                                                                                                                                                                                                                                                                                                                                                           (5.)The database would automatically feed the
                                                                                                                                                                                                                                                                                                                                                                           yellow site, without Operations input



   5     Bookings basic                                       1080                        0.00      0.12      0.06          0.00   0.00    0.00         0.00   0.00    0.00                                          0.06                3,214 1080 calls - customer service and reminders      (1.) Order processing from FEU will automatically feed the                 No impact                                          basic booking version is pure self service and no No impact
                                                                                                                                                                                                                                                                                                booking application (2.) If there is manual loading to the booking                                                            customer support included
                                                                                                                                                                                                                                                                                                tool the duration will be 10 minutes
         Bookings Pro                                          180                        0.00      0.02      0.01          0.00   0.00    0.00         0.10   0.14    0.12                                          0.13                6,964 180 calls - customer service and reminders       (1.) Order processing from FEU will automatically feed the                 No impact                                          (1.) 50 minutes to answer customer queries and No impact
                                                                                                                                                                                                                                                                                                booking application (2.) If there is manual loading to the booking                                                            train them on the service. Also to tell them they
                                                                                                                                                                                                                                                                                                tool the duration will be 10 minutes                                                                                          are active (2.) 70 if there is not an automated
                                                                                                                                                                                                                                                                                                                                                                                                                              CRM scheduling tool (3.) Reminders for all
                                                                                                                                                                                                                                                                                                                                                                                                                              customers (4.) Needs to know how to schedule
                                                                                                                                                                                                                                                                                                                                                                                                                              appointments, calendar, etc.
   6     MS Support                                               4564.77                                                                                    2.37     2.37    2.37                                          2.37             130,422 5 sessions per customer                            No impact                                                             No impact                                          (1.) The duration is 30 minutes (2.) There are 5 No impact
                                                                                                                                                                                                                                                                                                                                                                                                                                 sessions per customer (3.) Only 40% of sessions
                                                                                                                                                                                                                                                                                                                                                                                                                                 will be used (4.) The sessions are not proactively
                                                                                                                                                                                                                                                                                                                                                                                                                                 given (5.) 20% reduction by transfer from free
                                                                                                                                                                                                                                                                                                                                                                                                                                 changes (current process) to paid changes
                                                                                                                                                                                                                                                                                                                                                                                                                                 (proposed)


   7     Home Verticals                                                                                                                                      0.00     0.00    0.00                                          0.00                    0 Outsource opportunity (language) for data         No impact                                                             No impact                                          (1.) Assumption that a web scrapping tool would No impact
                                                                                                                                                                                                                                                      collection by call centre                                                                                                                                                  build an initial database of macro heading
                                                                                                                                                                                                                                                                                                                                                                                                                                 information in database with an user interface
                                                                                                                                                                                                                                                                                                                                                                                                                                 (2.) Content collectors would spend 15 minutes
                                                                                                                                                                                                                                                                                                                                                                                                                                 gathering information from individual business
                                                                                                                                                                                                                                                                                                                                                                                                                                 websites and updating the database (3.) The
                                                                                                                                                                                                                                                                                                                                                                                                                                 database would automatically prescribe the
                                                                                                                                                                                                                                                                                                                                                                                                                                 "next" site to update (4.)The database would
                                                                                                                                                                                                                                                                                                                                                                                                                                 automatically feed the yellow site, without
                                                                                                                                                                                                                                                                                                                                                                                                                                 Operations input (5.) Processing will vary
                                                                                                                                                                                                                                                                                                                                                                                                                                 between 15 and 25 minutes depending on the
                                                                                                                                                                                                                                                                                                                                                                                                                                 IT solution

                                                                                                                                                                                                                            6.66             366,092




         Ireland

                                                                             avg # of
                                                                            camp per      Order Fulfilment + Third party
Number Initiative                                             Yr. 1 Volumes customer              management                         Graphics                       CS                        ProActive care              Total    Headcount cost                           Comments                       Assumptions - Order Fulfilment and third party providers                       Assumptions - Graphics                         Assumptions - Customer service                         Assumptions - ProActive Care
                                                                  IT Sup                 Automation Manual Average         Automation Manual Average   Automation   Manual Average   Automation    Manual      Average                   €
                                                                                                                                                                                                                                                        Is loaded as an item of the contract            There should be an automated CRM and workflow, such as                There should be an automated CRM and               There should be an automated CRM and                  There should be an automated CRM and
                                                                                                                                                                                                                                                        automatically under FEU in each unit and        Selligent to drive and record customer interaction and product        workflow, such as Selligent to drive and record    workflow, such as Selligent to drive and record       workflow, such as Selligent to drive and record
                                                                                                                                                                                                                                                        automatically creates a contact, schedule and   flow. All reporting should be automated and, at a minimum,            customer interaction and product flow              customer interaction and product flow                 customer interaction and product flow
                                                                                                                                                                                                                                                        counter for Operations fulfilment               monitoring should provide automated alerts (with manual
                                                                                                                                                                                                                                                                                                        corrective actions). Customer acceptance will be be automated
                                                                                                                                                                                                                                                                                                        email and automatic uploads t Advertiser Lounge
   1     MySite Rebundling                                                                      0.23      0.24     0.24          0.50   0.50    0.50         3.83     3.83    3.83           0.13      0.16        0.15     4.71             141,385
                                                                                                                                                                                                                                                        30mins fulfilment                               (1.) It takes 10 minutes to process the MySite, check if complete,    (1.) Baseline the service to Belgium (2.) An       (1.) A flat 0.25 FTE is assumed to answer             (1.) The PAC plan requires two customer calls to
                                                                                                                                                                                                                                                                                                        validate number to BiRD's and pass logo or picture to graphics (2.)   optimiser/graphics artist will spend 30 minutes customer calls and queries on these sites                all MySite paid customers (2.) The call takes 30
                                                                                                                                                                                                                                                                                                        All sales will arrive via FEU in each unit (3.) There will be no or   updating the client website. (3. ) This does not                                                         minutes
                                                                                                                                                                                                                                                                                                        minimal manual order fulfilment required (4.) The link to             involve a customer contact, this is a content play
                                                                                                                                                                                                                                                                                                        CSA/MySite creation will be automated by electronic feed (5.)         (4.) Only 80% of websites require updating.
                                                                                                                                                                                                                                                                                                        Content keying of keywords or text lines (10)

                Upgrade from Basic to paying item                     200                       0.02      0.02     0.02          0.05   0.05    0.05         0.25     0.25    0.25           0.13      0.13        0.13
                                                                                                                                                                                                                                                        Base lining to Belgium level of service         No impact                                                             No impact                                          (1.) Assumed there is an application allowing for     (1.) If the sessions are to be addressed
                                                                                                                                                                                                                                                                                                                                                                                                                                 scheduling and counter of remaining session (2.)      ProActively and there is no automation there
                                                                                                                                                                                                                                                                                                                                                                                                                                 we sell "up to" five sessions (3.) proactively call   will be a manual input (2.) The manual call is 10
                                                                                                                                                                                                                                                                                                                                                                                                                                 three times only, not five. (4.) each session is      minutes duration (3.) We need to call a quarter
                                                                                                                                                                                                                                                                                                                                                                                                                                 potentially 60 minute duration, or part thereof.      of customer to maintain their run rte of service
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       sessions (to avoid a backlog)
                5 my Site support sessions in MS+                    1248                       0.00      0.00     0.00          0.00   0.00    0.00         3.04     3.04    3.04           0.00      0.03        0.02
                                                                                                                                                                                                                                                        Base lining to Belgium level of service         No impact                                                             No impact                                          (1.) Optimiser team takes 30 minutes to update        No impact
                                                                                                                                                                                                                                                                                                                                                                                                                                 a website (2.) This is the current time used fro
                SEO Differentiation - revision of kws (MS+)          1248                       0.00      0.00     0.00          0.00   0.00    0.00         0.41     0.41    0.41           0.00      0.00        0.00                                                                                                                                                                                                          SEO in Belgium
                                                                                                                                                                                                                                                        Base lining to Belgium level of service         (1.) The FEU in each unit will interface with the IP provider      No impact                                             No impact                                             No impact
                                                                                                                                                                                                                                                                                                        registration and allow the rep to prescribe the top level domain
                                                                                                                                                                                                                                                                                                        at the point of sale. (2.) The rep then sends in the documentation
                                                                                                                                                                                                                                                                                                        to Operations and we manually administer the registration (3.)
                                                                                                                                                                                                                                                                                                        Operations email the customer on successful registration
                TLDs in MS+                                          1248                       0.04      0.05     0.04          0.00   0.00    0.00         0.00     0.00    0.00           0.00      0.00        0.00
                                                                                                                                                                                                                                                        Base lining to Belgium level of service         No impact                                                             (1.) Baseline the service to Belgium (2.) Post     No impact                                             No impact
                                                                                                                                                                                                                                                                                                                                                                              activation a content person will spend 30
                                                                                                                                                                                                                                                                                                                                                                              minutes updating the client website. (3. ) This
                                                                                                                                                                                                                                                                                                                                                                              does not involve a customer contact, this is a
                                                                                                                                                                                                                                                                                                                                                                              content play (4.) Only 75% of websites require
                                                                                                                                                                                                                                                                                                                                                                              updating
                Post-fill                                            1245                       0.00      0.00     0.00          0.30   0.30    0.30         0.00     0.00    0.00           0.00      0.00        0.00
                                                                                                                                                                                                                                                        should be done by sales in Self Serve           No impact as will be amended by the rep via FEU at point of sale   No impact as will be amended by the rep via           No impact as will be amended by the rep via          No impact
                sub-domains                                          5500                       0.00      0.00     0.00          0.15   0.15    0.15         0.00     0.00    0.00           0.00      0.00        0.00                                                                                                                                                    FEU at point of sale                                  FEU at point of sale
                                                                                                                                                                                                                                                                                                        (1.) The claim your business link between the MySite Self serve to No impact                                             (1.) Customer Service will receive calls in relation No impact
                                                                                                                                                                                                                                                                                                        Base Data will involve heading or name verification in only 33% of                                                       to the Claim your Business initiative (2.)
                                                                                                                                                                                                                                                                                                        occasions (2.) The manual verification will take 15 minutes on                                                           Answering queries and resolution/validation will
                                                                                                                                                                                                                                                                                                        average (3.) There is no verification on any data except for                                                             take 15 minutes on average (3.) There is no
                                                                                                                                                                                                                                                                                                        headings changes and certain name verification (as per marketing                                                         verification on any data except for headings
                                                                                                                                                                                                                                                                                                        business case)                                                                                                           changes and certain name verification (as per
                                                                                                                                                                                                                                                                                                                                                                                                                                 marketing business case) (3.) Only a quarter of
                                                                                                                                                                                                                                                                                                                                                                                                                                 claim your business entities will require
                                                                                                                                                                                                                                                                                                                                                                                                                                 Customer Service assistance annually


                Claim your business                                  3,200                      0.17      0.17     0.17          0.00   0.00    0.00         0.13     0.13    0.13           0.00      0.00        0.00
                                                                                                                                                                                                                                                        There are three product variations              Is loaded as an item of the contract automatically under FEU in
                                                                                                                                                                                                                                                                                                        each unit and automatically creates a contact, schedule and
                                                                                                                                                                                                                                                                                                        counter for Operations fulfilment and indicates if the products is
                                                                                                                                                                                                                                                                                                        RON (unsegmented), RON Channel or ROS
   2     Location based advertising                                    407                      0.19      0.26     0.23          0.42   0.42    0.42         0.60     0.60    0.60           0.00      0.13        0.07     1.31               39,337
                                                                    305.25                                                                                                                                                                              Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU        No impact                                          (1.) D41 is the averaged out number of             No impact
                                                                                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and                                                              campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) Processing 15 minutes for                                                            process times vary due to automation,
                                                                                                                                                                                                                                                                                                     copywriting (3.) If no automatic XML feed to the LBA platform                                                               estimated at 15 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                     then campaign data will have to be rekeyed in platform (15                                                                  first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                     mins)+T12                                                                                                                   the minus one session in the formula
         SMS-text                                                                  6.8          0.05      0.10     0.07          0.00   0.00    0.00         0.29     0.29    0.29
                                                                     61.05                                                                                                                                                                              Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU        (1.) In three quarters of the cases an artist or   (1.) D42 is the averaged out number of             No impact
                                                                                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and           copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) 120 minutes for                   supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                                                                                     copywriting (3.) if no automated XML to LBA platform then                takes 60 minutes (3.) There is a workflow tool     estimated at 60 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                     campaign data will have to be keyed ((15 mins)                           and a site/server to upload finished copy or       first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                                                                                              graphics to.                                       the minus one session in the formula (4.) The
                                                                                                                                                                                                                                                                                                                                                                                                                                 time taken is 60 minutes (4.) On average
                                                                                                                                                                                                                                                                                                                                                                                                                                 Customer Service has to contact or be
                                                                                                                                                                                                                                                                                                                                                                                                                                 contacted by 75% of this customer group
         Html                                                                      7.1          0.08      0.09     0.08          0.22   0.22    0.22         0.18     0.18    0.18
                                                                       41                                                                                                                                                                               Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU        (1.) In three quarters of the cases an artist or   (1.) D43 is the averaged out number of           No impact
                                                                                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and           copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) 120 minutes copywriting           supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                                                                                     plus 30 mins for video fulfilment (3.) If no automated XML to the        takes 90 minutes due graphics work in html also    estimated at 75 minutes for copywriting (3.)
                                                                                                                                                                                                                                                                                                     LBA platform then campaign data will have to be rekeyed to the           being required in this instance (3.) There is a    The first copy writing session is in fulfilment,
                                                                                                                                                                                                                                                                                                     LBA platform (20 mins)                                                   workflow tool and a site/server to upload          hence the minus one session in the formula (4.)
                                                                                                                                                                                                                                                                                                                                                                              finished copy or graphics to.                      On average Customer Service has to contact or
                                                                                                                                                                                                                                                                                                                                                                                                                                 be contacted by 75% of this customer group
         Rich Media                                                                6.3          0.07      0.07     0.07          0.20   0.20    0.20         0.13     0.13    0.13
                                                                                                                                                                                                                                                      Six variations of adverts                       (1.) Is loaded as an item of the contract automatically under FEU     (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then         No impact
                                                                                                                                                                                                                                                                                                      in each unit and automatically creates a contact, schedule and        will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                                                                                      counter for Operations fulfilment (2.) The degree of automation       sold. (2.) Graphics would need to create 6
                                                                                                                                                                                                                                                                                                      will vary the processing between 10 and 45 minutes, depending         versions: static + flash version in 3 different
                                                                                                                                                                                                                                                                                                      on available XML, items codes reflecting the placement etc.           sizes (3.) Processing will vary between 60 and 90
                                                                                                                                                                                                                                                                                                                                                                            minutes depending on the IT solution (4.) There
                                                                                                                                                                                                                                                                                                                                                                            should be an automated workflow (5.)The
                                                                                                                                                                                                                                                                                                                                                                            database would automatically feed the yellow
                                                                                                                                                                                                                                                                                                                                                                            site, without Operations input
   3     DSP - Ad Network                                            74                       0.09      0.40     0.24          0.53   0.79    0.53         0.01     0.01    0.01                                          0.78               23,434
                                                                                                                                                                                                                                                      75 minutes                                4     (1.) Is loaded as an item of the contract automatically under FEU     (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then         No impact
                                                                                                                                                                                                                                                      variations to MMA standards                     in each unit and automatically creates a contact, schedule and        will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                                                                                      counter for Operations fulfilment (2.) The degree of automation       sold. (2.) Graphics would need to create 4
                                                                                                                                                                                                                                                                                                      will vary the processing between 10 and 45 minutes, depending         different sizes (3.) Processing will vary between
                                                                                                                                                                                                                                                                                                      on available XML, items codes reflecting the placement etc. (3.)      60 and 90 minutes depending on the IT solution
                                                                                                                                                                                                                                                                                                      An automated inventory tool to manage banners.                        (4.) There should be an automated workflow
                                                                                                                                                                                                                                                                                                                                                                            (5.)The database would automatically feed the
                                                                                                                                                                                                                                                                                                                                                                            yellow site, without Operations input




   4     In App Advertising                                         314                       0.03      0.10     0.07          0.20   0.31    0.53         0.04     0.04    0.04                                          0.64               19,171
                                                                                                                                                                                                                                                                                                      (1.) Order processing from FEU will automatically feed the            No impact                                         basic booking version is pure self service and no No impact
                                                                                                                                                                                                                                                                                                      booking application (2.) If there is manual loading to the booking                                                      customer support included
   5     Bookings basic                                                0                      0.00      0.00     0.00          0.00   0.00    0.00         0.00     0.00    0.00                                          0.00                                                                        tool the duration will be 10 minutes
         Bookings Pro                                                  0                      0.00      0.00     0.00          0.00   0.00    0.00         0.00     0.00    0.00                                          0.00                                                                        No impact                                                             No impact                                         No impact                                       No impact
   6     MS Support                                                    0                                                                                   0.00     0.00    0.00                                          0.00                                                                        No impact                                                             No impact                                         No impact                                       No impact
                                                                                                                                                                                                                                                      Outsource opportunity (language) for data       No impact                                                             No impact                                         (1.) Assumption that a web scrapping tool would No impact
                                                                                                                                                                                                                                                      collection by call centre                                                                                                                                               build an initial database of macro heading
                                                                                                                                                                                                                                                                                                                                                                                                                              information in database with an user interface
                                                                                                                                                                                                                                                                                                                                                                                                                              (2.) Content collectors would spend 15 minutes
                                                                                                                                                                                                                                                                                                                                                                                                                              gathering information from individual business
                                                                                                                                                                                                                                                                                                                                                                                                                              websites and updating the database (3.) The
                                                                                                                                                                                                                                                                                                                                                                                                                              database would automatically prescribe the
                                                                                                                                                                                                                                                                                                                                                                                                                              "next" site to update (4.)The database would
                                                                                                                                                                                                                                                                                                                                                                                                                              automatically feed the yellow site, without
                                                                                                                                                                                                                                                                                                                                                                                                                              Operations input (5.) Processing will vary
                                                                                                                                                                                                                                                                                                                                                                                                                              between 15 and 25 minutes depending on the
                                                                                                                                                                                                                                                                                                                                                                                                                              IT solution

   7     Home Verticals                                                                                                                                    0.00     0.00    0.00                                          0.00                   0
                                                                                                                                                                                                                          7.44             223,328




         Portugal

                                                                           avg # of
                                                                          camp per      Order Fulfilment + Third party
Number Initiative                                           Yr. 1 Volumes customer              management                         Graphics                       CS                        ProActive care              Total    Headcount cost                           Comments                                        Comments/Assumptions                                          Comments/Assumptions                              Comments/Assumptions                                  Comments/Assumptions
                                                                IT Sup                 Automation Manual Average         Automation Manual Average   Automation   Manual Average   Automation    Manual      Average                   €
                                                                                                                                                                                                                                                      Is loaded as an item of the contract            There should be an automated CRM and workflow, such as                There should be an automated CRM and              There should be an automated CRM and                  There should be an automated CRM and
                                                                                                                                                                                                                                                      automatically under FEU in each unit and        Selligent to drive and record customer interaction and product        workflow, such as Selligent to drive and record   workflow, such as Selligent to drive and record       workflow, such as Selligent to drive and record
                                                                                                                                                                                                                                                      automatically creates a contact, schedule and   flow. All reporting should be automated and, at a minimum,            customer interaction and product flow             customer interaction and product flow                 customer interaction and product flow
                                                                                                                                                                                                                                                      counter for Operations fulfilment               monitoring should provide automated alerts (with manual
                                                                                                                                                                                                                                                                                                      corrective actions). Customer acceptance will be automated
                                                                                                                                                                                                                                                                                                      email and automatic uploads t Advertiser Lounge
   1     MySite Rebundling                                                                    0.31      0.32     0.31          0.60   0.60    0.60         4.26     4.26    4.26           0.11      0.18        0.15     5.32             156,646
                                                                                                                                                                                                                                                      30mins fulfilment                               (1.) It takes 10 minutes to process the MySite, check if complete,    (1.) Baseline the service to Belgium (2.) An       (1.) A flat 0.25 FTE is assumed to answer            (1.) The PAC plan requires two customer calls to
                                                                                                                                                                                                                                                                                                      validate number to BiRD's and pass logo or picture to graphics (2.)   optimiser/graphics artist will spend 30 minutes customer calls and queries on these sites               all MySite paid customers (2.) The call takes 30
                                                                                                                                                                                                                                                                                                      All sales will arrive via FEU in each unit (3.) There will be no or   updating the client website. (3. ) This does not                                                        minutes
                                                                                                                                                                                                                                                                                                      minimal manual order fulfilment required (4.) The link to             involve a customer contact, this is a content play
                                                                                                                                                                                                                                                                                                      CSA/MySite creation will be automated by electronic feed (5.)         (4.) Only 80% of websites require updating.
                                                                                                                                                                                                                                                                                                      Content keying of keywords or text lines (10)
              Upgrade from Basic to paying item                     175                       0.02      0.02     0.02          0.05   0.05    0.05         0.25     0.25    0.25           0.11      0.11        0.11
                                                                                                                                                                                                                                                      Base lining to Belgium level of service         No impact                                                             No impact                                         (1.) Assumed there is an application allowing for     (1.) If the sessions are to be addressed
                                                                                                                                                                                                                                                                                                                                                                                                                              scheduling and counter of remaining session (2.)      ProActively and there is no automation there
                                                                                                                                                                                                                                                                                                                                                                                                                              we sell "up to" five sessions (3.) proactively call   will be a manual input (2.) The manual call is 10
                                                                                                                                                                                                                                                                                                                                                                                                                              three times only, not five. (4.) each session is      minutes duration (3.) We need to call a quarter
                                                                                                                                                                                                                                                                                                                                                                                                                              potentially 60 minute duration, or part thereof.      of customer to maintain their run rte of service
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    sessions (to avoid a backlog)
              5 my Site support sessions in MS+                    2500                       0.00      0.00     0.00          0.00   0.00    0.00         3.04     3.04    3.04           0.00      0.07        0.03
                                                                                                                                                                                                                                                      Base lining to Belgium level of service         No impact                                                             No impact                                         (1.) Optimiser team takes 30 minutes to update        No impact
                                                                                                                                                                                                                                                                                                                                                                                                                              a website (2.) This is the current time used fro
              SEO Differentiation - revision of kws (MS+)          2500                       0.00      0.00     0.00          0.00   0.00    0.00         0.81     0.81    0.81           0.00      0.00        0.00                                                                                                                                                                                                         SEO in Belgium
                                                                                                                                                                                                                                                      Base lining to Belgium level of service         (1.) The FEU in each unit will interface with the IP provider      No impact                                            No impact                                             No impact
                                                                                                                                                                                                                                                                                                      registration and allow the rep to prescribe the top level domain
                                                                                                                                                                                                                                                                                                      at the point of sale. (2.) The rep then sends in the documentation
                                                                                                                                                                                                                                                                                                      to Operations and we manually administer the registration (3.)
                                                                                                                                                                                                                                                                                                      Operations email the customer on successful registration
              TLDs in MS+                                          2500                       0.08      0.09     0.09          0.00   0.00    0.00         0.00     0.00    0.00           0.00      0.00        0.00
                                                                                                                                                                                                                                                      Base lining to Belgium level of service         No impact                                                          (1.) Baseline the service to Belgium (2.) Post       No impact                                             No impact
                                                                                                                                                                                                                                                                                                                                                                         activation a content person will spend 30
                                                                                                                                                                                                                                                                                                                                                                         minutes updating the client website. (3. ) This
                                                                                                                                                                                                                                                                                                                                                                         does not involve a customer contact, this is a
                                                                                                                                                                                                                                                                                                                                                                         content play (4.) Only 75% of websites require
              Post-fill                                             175                       0.00      0.00     0.00          0.04   0.04    0.04         0.00     0.00    0.00           0.00      0.00        0.00                                                                                                                                                    updating
                                                                                                                                                                                                                                                      should be done by sales in Self Serve           No impact as will be amended by the rep via FEU at point of sale No impact as will be amended by the rep via            No impact as will be amended by the rep via          No impact
              sub-domains                                         19000                       0.00      0.00     0.00          0.51   0.51    0.51         0.00     0.00    0.00           0.00      0.00        0.00                                                                                                                                                    FEU at point of sale                                 FEU at point of sale
                                                                                                                                                                                                                                                                                                      (1.) The claim your business link between the MySite Self serve to No impact                                            (1.) Customer Service will receive calls in relation No impact
                                                                                                                                                                                                                                                                                                      Base Data will involve heading or name verification in only 33% of                                                      to the Claim your Business initiative (2.)
                                                                                                                                                                                                                                                                                                      occasions (2.) The manual verification will take 15 minutes on                                                          Answering queries and resolution/validation will
                                                                                                                                                                                                                                                                                                      average (3.) There is no verification on any data except for                                                            take 15 minutes on average (3.) There is no
                                                                                                                                                                                                                                                                                                      headings changes and certain name verification (as per marketing                                                        verification on any data except for headings
                                                                                                                                                                                                                                                                                                      business case)                                                                                                          changes and certain name verification (as per
                                                                                                                                                                                                                                                                                                                                                                                                                              marketing business case) (3.) Only a quarter of
                                                                                                                                                                                                                                                                                                                                                                                                                              claim your business entities will require
                                                                                                                                                                                                                                                                                                                                                                                                                              Customer Service assistance annually
              Claim your business                                  3,850                      0.21      0.21     0.21          0.00   0.00    0.00         0.16     0.16    0.16           0.00      0.00        0.00
                                                                                                                                                                                                                                                      There are three product variations              Is loaded as an item of the contract automatically under FEU in
                                                                                                                                                                                                                                                                                                      each unit and automatically creates a contact, schedule and
                                                                                                                                                                                                                                                                                                      counter for Operations fulfilment and indicates if the products is
                                                                                                                                                                                                                                                                                                      RON (unsegmented), RON Channel or ROS
   2     Location based advertising                                  230                      0.11      0.15     0.13          0.42   0.42    0.42         0.34     0.34    0.34           0.00      0.07        0.04     0.92               27,123
                                                                   172.5                                                                                                                                                                              Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU        No impact                                         (1.) D41 is the averaged out number of             No impact
                                                                                                                                                                                                                                                      3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and                                                             campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                                                                                   counter for Operations fulfilment (2.) Processing 15 minutes for                                                           process times vary due to automation,
                                                                                                                                                                                                                                                                                                   copywriting (3.) If no automatic XML feed to the LBA platform                                                              estimated at 15 minutes for copywriting (3.) The
                                                                                                                                                                                                                                                                                                   then campaign data will have to be rekeyed in platform (15                                                                 first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                   mins)+T12                                                                                                                  the minus one session in the formula
         SMS-text                                                                6.8          0.03      0.06     0.04          0.00   0.00    0.00         0.16     0.16    0.16
                                                                        34.5                                                                                                            Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU      (1.) In three quarters of the cases an artist or   (1.) D42 is the averaged out number of             No impact
                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and         copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) 120 minutes for                 supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                     copywriting (3.) if no automated XML to LBA platform then              takes 60 minutes (3.) There is a workflow tool     estimated at 60 minutes for copywriting (3.) The
                                                                                                                                                                                                                                     campaign data will have to be keyed ((15 mins)                         and a site/server to upload finished copy or       first copy writing session is in fulfilment, hence
                                                                                                                                                                                                                                                                                                            graphics to.                                       the minus one session in the formula (4.) The
                                                                                                                                                                                                                                                                                                                                                               time taken is 60 minutes (4.) On average
                                                                                                                                                                                                                                                                                                                                                               Customer Service has to contact or be
                                                                                                                                                                                                                                                                                                                                                               contacted by 75% of this customer group
    Html                                                                                  7.1          0.04   0.05   0.05   0.22   0.22   0.22   0.10   0.10   0.10
                                                                             23                                                                                                         Column D is the average number of campaigns, (1.) Is loaded as an item of the contract automatically under FEU      (1.) In three quarters of the cases an artist or   (1.) D43 is the averaged out number of           No impact
                                                                                                                                                                                        3, 12 or 24 per customer package             in each unit and automatically creates a contact, schedule and         copywriter will have to fulfil, or a quarter is    campaigns between 3, 12 and 24 (2.) The
                                                                                                                                                                                                                                     counter for Operations fulfilment (2.) 120 minutes copywriting         supplied by the customer (2.) The fulfilment       process times vary due to automation,
                                                                                                                                                                                                                                     plus 30 mins for video fulfilment (3.) If no automated XML to the      takes 90 minutes due graphics work in html also    estimated at 75 minutes for copywriting (3.)
                                                                                                                                                                                                                                     LBA platform then campaign data will have to be rekeyed to the         being required in this instance (3.) There is a    The first copy writing session is in fulfilment,
                                                                                                                                                                                                                                     LBA platform (20 mins)                                                 workflow tool and a site/server to upload          hence the minus one session in the formula (4.)
                                                                                                                                                                                                                                                                                                            finished copy or graphics to.                      On average Customer Service has to contact or
                                                                                                                                                                                                                                                                                                                                                               be contacted by 75% of this customer group
    Rich Media                                                                            6.3          0.04   0.04   0.04   0.20   0.20   0.20   0.07   0.07   0.07
                                                                                                                                                                                        Six variations of adverts                      (1.) Is loaded as an item of the contract automatically under FEU    (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then     No impact
                                                                                                                                                                                                                                       in each unit and automatically creates a contact, schedule and       will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                       counter for Operations fulfilment (2.) The degree of automation      sold. (2.) Graphics would need to create 6
                                                                                                                                                                                                                                       will vary the processing between 10 and 45 minutes, depending        versions: static + flash version in 3 different
                                                                                                                                                                                                                                       on available XML, items codes reflecting the placement etc.          sizes (3.) Processing will vary between 60 and 90
                                                                                                                                                                                                                                                                                                            minutes depending on the IT solution (4.) There
                                                                                                                                                                                                                                                                                                            should be an automated workflow (5.)The
                                                                                                                                                                                                                                                                                                            database would automatically feed the yellow
                                                                                                                                                                                                                                                                                                            site, without Operations input
3   DSP - Ad Network                                                     156                           0.09   0.40   0.24   0.53   0.79   0.53   0.02   0.02   0.02    0.79    23,308
                                                                                                                                                                                        75 minutes                               4     (1.) Is loaded as an item of the contract automatically under FEU    (1.) The video process flow, using XML feeds,     Artwork to be supplied by sales. If not, then     No impact
                                                                                                                                                                                        variations to MMA standards                    in each unit and automatically creates a contact, schedule and       will be deployed for all units, where video is    reject + follow up/chasing by sales support
                                                                                                                                                                                                                                       counter for Operations fulfilment (2.) The degree of automation      sold. (2.) Graphics would need to create 4
                                                                                                                                                                                                                                       will vary the processing between 10 and 45 minutes, depending        different sizes (3.) Processing will vary between
                                                                                                                                                                                                                                       on available XML, items codes reflecting the placement etc. (3.)     60 and 90 minutes depending on the IT solution
                                                                                                                                                                                                                                       An automated inventory tool to manage banners.                       (4.) There should be an automated workflow
                                                                                                                                                                                                                                                                                                            (5.)The database would automatically feed the
                                                                                                                                                                                                                                                                                                            yellow site, without Operations input
4   In App Advertising                                                   279                           0.03   0.09   0.06   0.18   0.27   0.53   0.04   0.04   0.04    0.63    18,439
                                                                                                                                                                                        1080 calls - customer service and reminders    (1.) Order processing from FEU will automatically feed the           No impact                                          basic booking version is pure self service and no No impact
                                                                                                                                                                                                                                       booking application (2.) If there is manual loading to the booking                                                      customer support included
5   Bookings basic                                                           60                        0.00   0.01   0.00   0.00   0.00   0.00   0.00   0.00   0.00    0.00        96                                                  tool the duration will be 10 minutes
                                                                                                                                                                                        180 calls - customer service and reminders     (1.) Order processing from FEU will automatically feed the           No impact                                          (1.) 50 minutes to answer customer queries and No impact
                                                                                                                                                                                                                                       booking application (2.) If there is manual loading to the booking                                                      train them on the service. Also to tell them they
                                                                                                                                                                                                                                       tool the duration will be 10 minutes                                                                                    are active (2.) 70 if there is not an automated
                                                                                                                                                                                                                                                                                                                                                               CRM scheduling tool (3.) Reminders for all
                                                                                                                                                                                                                                                                                                                                                               customers (4.) Needs to know how to schedule
                                                                                                                                                                                                                                                                                                                                                               appointments, calendar, etc.
    Bookings Pro                                                             0                         0.00   0.00   0.00   0.00   0.00   0.00   0.00   0.00   0.00    0.00
6   MS Support                                                               0                                                                   0.00   0.00   0.00    0.00                                                            No impact                                                            No impact                                          No impact                                       No impact
                                                                                                                                                                                        Outsource opportunity (language) for data      No impact                                                            No impact                                          (1.) Assumption that a web scrapping tool would No impact
                                                                                                                                                                                        collection by call centre                                                                                                                                              build an initial database of macro heading
                                                                                                                                                                                                                                                                                                                                                               information in database with an user interface
                                                                                                                                                                                                                                                                                                                                                               (2.) Content collectors would spend 15 minutes
                                                                                                                                                                                                                                                                                                                                                               gathering information from individual business
                                                                                                                                                                                                                                                                                                                                                               websites and updating the database (3.) The
                                                                                                                                                                                                                                                                                                                                                               database would automatically prescribe the
                                                                                                                                                                                                                                                                                                                                                               "next" site to update (4.)The database would
                                                                                                                                                                                                                                                                                                                                                               automatically feed the yellow site, without
                                                                                                                                                                                                                                                                                                                                                               Operations input (5.) Processing will vary
                                                                                                                                                                                                                                                                                                                                                               between 15 and 25 minutes depending on the
                                                                                                                                                                                                                                                                                                                                                               IT solution
7   Home Verticals                                                                                                                               0.00   0.00   0.00    0.00         0
                                                                                                                                                                       7.67   225,611

    Total                                                                                                                                                             21.77   815,031

    Additional costs                                                                                                                                                  21.77   815,031
    Graphics flash training                                                                                                                                                      8500
    Training for Customer Service on LBA                                                                                                                                            0
    Training for Customer Service on booking tool                                                                                                                                   0
    Training for Customer Service on MySite Rebundling elements
    Training for Customer Service on first line support of funnel products                                                                                                    823,531
    Training for Customer Service on in App Advertising
    Training on bookings e.g. schedules, appointments, calendars etc.
    Guidelines on Content for home Improvement vertical




    Risk
    Automation - integration to FEU
    Automation - end to end processes
    CRM integration - Selligent, workflow, counter e.g. MYSite Support session
    New Media - application and tools
    Match profile to resources as we need:
    copywriting skills
    graphics skills in bannering - flash etc.
    designer
    content collector
    Seo optimiser
    administration - Top level domains

    Outsource costs
    PA                                                                            €10 - €12 per hour
    BE                                                                            €25 - €30 per hour
    IE                                                                            €15 - €20 per hour

				
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