Awards & Recognition Program Help Desk Associates 2006

1. Awards & Recognition ProgramHelp Desk Associates2006

2. Summary • In an effort to continue to recognize exemplary efforts on the part of Help Desk employees, a revised Award and Recognition program has been developed. • Awards will be presented monthly, quarterly, and annually. Monthly awards and quarterly awards will be presented at team meetings, town hall meetings or by management. • Awards will be presented in the following avenues: • Monetary – Key Incentive Rewards Card • Certificate-Acknowledgement • Time Off – for points earned by the associates upon receipt of non-monetary rewards • This Program is for the year 2005. All time off earned must be scheduled by December 31, 2005 unless otherwise notified by Senior Management of Help Desk Services. • The following is a summary of the kinds of awards proposed for presentation. For your convenience, the awards have been categorized as to the frequency of presentation.

3. Point Values Monthly Employee of Month 3 Points Excellent Service Award 2 Points On the Spot/CI 2 Points Compliments 2 Points Quarterly Compliments 3 Points Perfect Attendance 0 Points Annual Compliments 5 Points Employee of Year Day Off On the Spot/CI 5 Points Reward Amounts Monthly Employee of Month$50.00 On the Spot/CI $25.00 Compliments $0.00 Quarterly Compliments $25.00 Perfect Attendance 4 hours off Annual Compliments $50.00 Employee of Year $100.00 On the Spot/CI $50.00 Point System and Reward Amounts Twelve(12) points is the goal to achieve one day off work ( dates subject to management approval)

4. POINT VALUES Five Six Seven Eight Nine Ten Eleven Twelve Thirteen Fourteen Fifteen MONETARY AMOUNT $40.00 $45.00 $50.00 $55.00 $60.00 $65.00 $70.00 $75.00 $80.00 $85.00 $90.00 Payout for Excellent Service Award

5. Monthly Awards • Compliments • Excellent Service Award • Employee of Month • On the Spot/CI

6. Employee of the Month • Employee of the Month – this award will be presented in the form of a certificate to be displayed in the employee’s cube. The award will be accompanied by a reward of a fifty (50) dollars. Further, recipients of this award will be chosen by the management team. The criteria for the recipient will be based on the following: • Schedule Adherence • Compliments • Going the Extra Mile • Quality of Calls • Scorecard Measurements, including survey average • Nominations from the management team or their peers NOTICE: Any nominee receiving a valid complaint during the month of their nomination will be disqualified. Further all valid nominees will receive one (1) hour off if not the award recipient. Value= 3 points

7. On the Spot/CI • On the Spot Recipients– will be eligible to receive a reward in the amount of twenty-five (25) dollars. Nominations for this award will be accepted from all direct and indirect reports to Kenneth Kwiatkowski. The management team will be responsible for validating the recipients of this award. The On The Spot Award is a program that will be used to quickly recognize and celebrate extraordinary accomplishments and skill performance. • On the Spot Achieved by: • Benefits all of Help Desk Operations • Not a part of daily job responsibilities • Unique, creative, and idealistic • Best practice • Key Values • Integrity • Team work • Accountability • Respect • Leadership • CI (Continuous Improvement) Achieved by: • Submittal of Continuous Improvement • Research and execution of CI • Implementation of CI by the Help Desk Management Value= 2 points

8. Excellent Service Award • Excellent Service Award – Plan participants earn monthly incentives based on their individual achievements in five categories. For each of these categories, performance standards have been set on a 1 to 3 scale. 1 represents the lowest level of performance at which pay outs can be earned. A 3 represents the maximum level of performance recognized under this Plan. Level 1 Level 2 Level 3 ACW and AUX 10.01%-11% 9.59-10% 9.58% or lower Combined Survey Score 4.70-4.75 4.76-4.80 4.81 or higher FCR 88.5%-91% 91.01%-92% 92.01% or higher Get Answers/MK (1) Get Answers (1) Get Answers + (1) MK (2) Get Ansers + (1) MK Record Audits 98.5%-98.99% 99%-99.99% 100% To receive pay out, associate must complete at least a level one in all five categories. An associate must not have any of the following for the month of incentive or they do not qualify: • Return tickets • Valid complaints • Late start time or late from lunch • Unplanned PTO • Any Leave for a total of 2 days • Corrective action of any kind The associate must also have 100% or more of their calls logged within this month. Value= 2 points

9. Fifteen points are the maximum an Associate can receive. • Payments will be distributed monthly and will be paid the following month in which the incentive was earned on the Key Incentive Rewards card. • Associates will not be eligible to participate in the incentive program the month they come out of training or the following month. Example: Associate completes training and moves into team on May 5th. Incentive program will not start until July. • Associates who are on corrective action are not eligible. If the warning expires before the 10th of the month, an employee will become eligible for that month. • If an associates resigns in any month and qualifies for the incentive, the associate will not receive payout. • Scorecard figures will be calculated on the 10th of each month, making the 10th the cutoff date. • The Help Desk has the right to increase, decrease or terminate any incentive formulas, targets and/or goals and to increase, decrease or terminate any, and all incentive awards to be paid under the Plan. • The Help Desk has the right to modify any Associates performance objectives, or modify applicable Plan incentive goals. • If an Associate is terminated before a pay out date, he or she will not receive pay out for the month of said termination. Example: Associate is terminated on May 11th. Associate will not receive pay out for the month of May, if qualified, which would have been paid in June. • Management will review incentive plan quarterly and adjust as necessary.

10. Compliments • Compliments – this award is based on the highest number of compliments received from clients and will be presented in the form of a certificate to be displayed in the employee’s cube. Achieved by: - Recognition from Customer Feedback Surveys - Recognition from Customer Feedback (Calls, emails, voice mails received) - Recognition from Problem Management Surveys - Recognition from Proactive Surveys IMPORTANT: All compliments will be validated. Further, it is required that a Service Center record correspond to each compliment. Value = 2 points

11. Quarterly Awards • Compliments • Perfect Attendance

12. Compliments • Compliments– this award is based on the highest number of compliments received from clients will be presented in the form of a certificate to be displayed in the employee’s cube and a reward of twenty-five (25) dollars. Achieved by: • Same criteria as Monthly Value = 3 points

13. Perfect Attendance • Perfect Attendance– this award is based on the number unplanned absences and adherence to start times as well as returning from breaks and lunch as scheduled. Achieved by: • Recipients of this award must report to work on time, return from lunch and breaks on time, and have no unplanned absences for the entire quarter. Value = 4 hours paid time off

14. Annual Awards • Employee of the Year • Compliments • On the Spot/CI ... The award goes to

15. Employee of the Year • Employee of the Year – this award will be presented in the form of a plaque to be displayed in the employee’s cube. The award will be accompanied by a reward of one hundred (100) dollars and one(1) day off. Further, recipients of this award will be chosen by the management team. The criteria for the recipient will be based on the following: • Schedule Adherence • Compliments • Going the Extra Mile • Quality of Calls, including survey average • Scorecard Measurements • Nominations from the management team or their peers

16. Compliments • This award will be presented to the associate from the Help Desk who receives the highest number of compliments during the current year and will be accompanied by a reward of fifty (50) dollars. • Value: 5 points

17. On The Spot/CI • This award will be presented to the associate from the Help Desk who earned the highest number of On the Spot/CI awards during the current year and will be accompanied by a reward of fifty (50) dollars. • Value = 5 points

18. "The roots of true achievement lie in the will to become the best that you can become."