UnitedHealthcare Training & Development Performance . . . Results . . . Pre-eminence

1. UnitedHealthcare Training & DevelopmentPerformance . . . Results . . . Pre-eminence Third Quarter 2006 Review Training & Development Mission: To impact business results through performance-focused training solutions and services.

2. Agenda 2 1. Function Overview 2. Review strategic alignment 3. Identify challenges 4. Discuss 2006 initiatives 5. Highlight training statistics 6. Review satisfaction results 7. Showcase recent projects 8. Review efforts to stay on cutting edge 9. Appendix

3. Training & DevelopmentFunction Overview 3 • Business Process and Systems Skills • Business impact through performance-focused training solutions and services • Job-specific skills and knowledge for current position • Business processes that meet a performance need • Systems training that meets a performance need • Developing Excellence • Top Talent Development • PLDP…MDP…Assimilation & Coaching • Leading for Excellence • Grade 29+ • Managing for Excellence • Managers of staff • Professional Excellence • All employees • Strategic Excellence • Customized solutions for leaders/ • managers and their teams

4. Driving to UHC Pre-eminenceQ3 2006 4

5. Driving to UHC Pre-eminenceQ3 2006 5

6. Developing Excellence Statistics Q3 2006 6 • 22 courses - 1,169 participants - 4.1/5.0 satisfaction • Customized and delivered curricula for functional teams • Evaluated on-the-job application: Leading Change, Leader’s Role in Retention and First-Time Manager • 85% of respondents indicated that their performance improved as a direct result of training.

7. Developing Excellence StatisticsQ3 2006 7 • Webcasts: Corrective Action, Crucial Conversations, DiSC, Execution, First-Time Manager, Leadership Pipeline, Leader’s Role in Retention, Leading Change and Managing Inclusion • 450 participants • 4.13/5.0 YTD overall satisfaction (Target: 4.2/5.0) • Online courses: Compensation, Corrective Action, DiSC, Evaluating Performance, Financial Foundations, First-Time Manager, Leading Change, Leader’s Role in Retention and Leader’s Views and News: Ken Burdick • 373 participants • 4.10/5.0 YTD overall satisfaction (Target: 4.0/5.0) • Classroom courses: Communicating Effectively, Crucial Conversations, Myers-Briggs, Navigating Transition and Situational Leadership • 346 participants • 4.44/5.0 YTD overall satisfaction (Target: 4.5/5.0)

8. Developing Excellence StatisticsQ3 2006 8 Highest Attendance for Classroom and Webcast Courses Leadership Pipeline Managing for Excellence Grade Level Execution Leading Change Retention Crucial Conversations Leading for Excellence Grade Level Department Representation

9. Developing Excellence StatisticsQ3 2006 9 Highest Participation in Online Courses Department Representation Leading Change Eval. Performance Financial Foundations First-Time Manager Leader Views and News

10. Client Projects Quarter 3 2006 10

11. Training Statistics YTD 2006Business Process & Developing Excellence 11

12. T&D Participant Satisfaction YTD 2006Business Process & Developing Excellence 12

13. Supporting the EnterpriseYTD 2006 13 • Human Capital Assimilation—Develop the approach and program for comprehensive onboarding and orientation training • Phase II—Completed July 2006 • 2006 Open Enrollment—Develop the approach and program for educating employees on benefit selection and use • Commercial—Completed September 2006. Deployed by Sponsor October 2006 • What’s New—Completed October 2006 • Employee Online Meetings—Completed October 2006 • Medical Benefit Plan Training Updates—Completed October 2006 • 2007 Open Enrollment—Enhance existing online deliverables and/or create new training deliverables to support employees on benefit selection and use • Scope slated for delivery by November 2007 • Slated for delivery by March 2007 • Compensation Practices—Build knowledge of compensation philosophy, practices, and stock-settled stock appreciation rights • Updated "Understanding Stock-Settled Stock Appreciation Rights" online course—Completed April 2006 • Updated "Understanding Compensation Practices" online course—Completed March 2006 • New Leader Assimilation Website—Develop an approach for onboarding and orienting new leaders in UnitedHealth Group • Consultation/Definition of Web Site Requirements—Completed June 2006

14. Project Showcase 1 Developing Excellence Website 14

15. Project Showcase 2ASTD Training Certificate 15 • Purpose: • Develop Best-in-Class Training Delivery • Obtain Training Certification for all T&D Trainers • Demonstrate strongest commitment to the Training Delivery Centers of Excellence area of expertise • Focus on continuous development and learning • Address continuous process and practice improvement

16. Project Showcase 2ASTD Training Certificate 16 • Pay-off: • Certified 100% of T&D staff • Evaluated on current training style • Developed strategies for adopting style best practices • Implementing new training tips and techniques

17. Project Showcase 3Graphic Design Mentoring Program 17 • Program Background/Goal: • Increase the number of T&D eLearning Developers (from 60% to 100%) with graphic design capabilities • Enhance the coaching and mentoring skills of the senior-level graphic designers to become strong as creative directors for complex eLearning projects • Expected Outcomes: • A balanced and leveraged workload across the team because all staff will be able to contribute to projects that require graphic design skills • A comprehensive graphic design program that includes the following: • Assessment and evaluation of baseline skills • Customized curriculum of core requirements • Customized training strategy based on development needs • Demonstration of acquired competencies through certification and completed assignments’ evaluation • Continuous evaluation of trainee skill development • Continuous evaluation of mentor skill development

18. Project Showcase 3Graphic Design Mentoring Program 18 • Trainees complete first graphic design assignment to assess their baseline skills.

19. Project Showcase 3Graphic Design Mentoring Program 19 • Trainees present their first graphic design layout to • mentors and manager.

20. Project Showcase 3 Graphic Design Mentoring Program 20

21. Project Showcase 3Graphic Design Mentoring Program 21 • Mentors evaluate assignment • Formal evaluation includes: • Score/strengths/ suggestions • Next assignment • Next training course • Mentors certify trainees in course content

22. Project Showcase 3Graphic Design Mentoring Program 22 • Trainees provide feedback to manager about their mentor’s coaching skills.

23. Project Showcase 3Graphic Design Mentoring Program 23 • Milestones: 10/06 thru 11/06 Complete baseline evaluation of trainee design skills 11/06 thru 2/07 Complete certification in simple graphic design tasks 3/07 thru 6/07 Complete certification in medium-level graphic designtasks 7/07 thru 10/07 Complete certification in complex-level graphic design tasks 10/31/07 100% of development staff is fully capable of supporting T&D projects that require all levels of graphic design skills and Senior Graphic Designers have enhanced their coaching and mentoring skills to become more effective as creative directors for complex eLearning projects (including audio, video, photography)

24. Continuous Technological and Process Improvement Q3 2006 24 • Graphic Design Mentoring Program to enhance graphic design skills • Internal training session on Captivate software for interactive simulations • Increased functionality in the Project Management Automation application: user tools, Learning Map selection and communication resource

25. Continuous Technological and Process Improvement Q3 2006 25 • Enhanced ID Studio: page navigation and script to support Flash Player 9.0 • Developed reusable bookmarking code for course development of online courses using ID Studio • Internal voice talents completed audio coaching by an external voice coach

26. Staff DevelopmentQuarter 3 2006 26

27. Staff DevelopmentQuarter 3 2006 27

28. Staff DevelopmentQuarter 3 2006 28

29. Staff DevelopmentQuarter 3 2006 29

30. Staff DevelopmentQuarter 3 2006 30

31. Staff DevelopmentQuarter 3 2006 31

32. Appendix 32 Supplementary Materials

33. What We Do 33 Needs analysis Instructional design Online training development To impact business results through performance-focused training solutions and services Project management Training delivery Project evaluation

34. 2006 Challenges and Opportunities for T&D 34 Overcoming technological limitations of the Enterprise Increasing demand for our capabilities from our internal customers Deploying quality training in shorter timeframes Addressing on a proactive basis the need to capture knowledge of retiring/terming staff Providing necessary management and business skills training with current training resources Identifying and addressing training needs for staff in acquisitions and mergers Integrating acquisitions’ training departments into UHC’s structure

35. 2006 Initiatives Addressing Challenges & Opportunities 35 Increase rapid learning Integrate acquisitions’ training departments into UHC’s approach Overcome technological limitations of the Enterprise Expand management and business skills training with current training resources Pursue innovation in design and delivery for continuous improvement and effectiveness Develop Knowledge Management approaches

36. Driving to T&D Pre-Eminence 36 Business Impact Measurement Automates project management processes and activities Investing in employee development to offer the best services to UHC 2005 Vital Signs Action Planning • Underwriting iPlan HSA • Pharmacy New Hire • Reimbursement Policy • iPlan Product • OpX Line Manager • PRIME EXBA Billing • Inquiry • Wisconsin Operational • Overviews • Provider eSolutions • Executive Reporting: • Provider and Member Scorecard • Contract Manager • eTrack • MSA Implementation • Leading Transformation • Competitive pay • Future with UHG/job movement • Maintaining satisfaction with UHC T&D Staff Development Project Management Automation Increases efficiency Developing a robust toolbox • Detail designs • Storyboards • Dreamweaver templates • Standard Interaction Gallery (SIG) Tools & Resources BIM ID Studio Vital Signs

37. Client Assignments 37

38. Responding to Trends in the Industry 38 • Industry Trends We Are Using Today • 24/7 accessibility • Audio - Animation • Advanced video and photography • Blogs • Collaborative learning – Discussion boards • Electronic performance support • Games – Simulations • Learning Maps • Managing Subject Matter Experts • Measuring impact to business • Modularized content • Prescriptive/Branched learning • Rapid development tools and processes • Robust Learning Content Management System • Self-study: job aids, online help • Simulations – Demonstrations • Industry Trends We are Researching and Developing • 3D/Virtual delivery • Knowledge Management: communities of practice, collaboration tools, extreme information, information portals, ePortfolios • Manager engagement • Mobile learning (Flash drives, podcasting, smartphones, PDAs) • Rapid learning • Work-embedded learning and work-flow optimization

39. Training Statistics Q1 2006Business Process & Developing Excellence 39

40. Training Statistics Q2 2006Business Process & Developing Excellence 40

41. Training Statistics Q3 2006Business Process & Developing Excellence 41

42. T&D Participant Satisfaction Q1 2006Business Process & Developing Excellence 42

43. T&D Participant Satisfaction Q2 2006Business Process & Developing Excellence 43

44. T&D Participant Satisfaction Q3 2006Business Process & Developing Excellence 44

45. Development Tools 45 • Microsoft FrontPage 2003 • Multimedia MAC Workstation • Multimedia MAC Portable Laptop with camera • photos.com • Photoshop CS2 • Photoshop Image Ready CS2 • QuickTap • Quicktime • RoboHelp • SitePal • Sorenson Squeeze 4.3 • SoundForge • SQL Server • SQL Server Query Analyzer • Standard Interaction Gallery • Swish Max • Video Equipment • Visual Basic • Visual Interdev • Visual Studio Net • WebEx • Adobe Acrobat Writer • Adobe Illustrator CS • Adobe Image Ready CS2 • Adobe Photoshop CS2 • Adobe Premiere Pro • Articulate Presenter • Articulate Quizmaker Prof. 5.0 • Autodesk 3D Max • Captivate • Creative Wave Studio • Dreamweaver Coursebuilder • eGames Generator • Final Cut Express • Final Cut Pro • Flix Pro 8.0 • FLV Player • Hypersnap • ID Studio • iMovie • iStock Photos • Macromedia Studio 8 (includes Dreamweaver, Flash Professional, Fireworks, and Freehand)