Corp. Resp.

T H E 2 0 0 9 A C S C O R P O R at E R E s P O N s I B I L I t Y R E P O R t

ACS touches the lives of millions of people every day. Whether through our employees or the clients we serve, ACS is an important part of the communities where we live and work. For more than 20 years, we have been a partner to businesses and governments around the world helping them deal with their most complex challenges. We’re pleased to share our inaugural corporate responsibility report. In this report, we explore the impact of ACS’ innovations for people and the earth. Corporate responsibility has always been a key part of ACS’ identity. In 1988, Darwin Deason founded ACS on the core values of “clientfirst, hard work, persistence, keeping our promises, taking care of each other, and finding creative solutions to real-world business challenges.” At ACS, we take those core values seriously and they drive our focus on corporate responsibility issues.

improving lives around the world P e o p l e – our dedicated knowledgeable professionals truly make us different from our competitors. We are committed to providing them with a dynamic, safe and bias-free work environment – and the necessary tools, training and education they need to be successful. C o m m u n i t y – ACS supports organizations around the world that improve the quality of life in the communities where we live and work. Our employees extend our corporate responsibility efforts as they volunteer their personal time and talents in local communities on a wide range of health, education and other civic activities.

COVER Lynn Blodgett, CEO of ACS, captured this photograph of a student at the Catherine Hall

I n n o vat i o n – we are committed to our corporate environmental sustainability initiatives. Additionally, most of our service offerings are designed to improve efficiency for our clients, including the efficient use of natural resources. For ACS, sound environmental practices are

Primary School in Montego Bay, Jamaica.

not only good for our clients and the people that they serve – they are

While visiting the school, Blodgett noticed how

also good for business.

old and worn the students’ reading books had

We are proud of our corporate responsibility activities around the

become. A whole crate of books arrived at

world. While this is our inaugural corporate responsibility report,

the school a week later. The new books sent

we are excited to share with you the most recent efforts of our two

from Blodgett were followed soon by additional

decades of successful global citizenship.

financial support to Jamaican schools from ACS. ACS global citizenship reveals itself in local, very meaningful, ways like this everyday around the world.

Lynn Blodgett President and CEO Affiliated Computer Services

INNOVATION

World-Wise ACS reduces cost and improves quality of healthcare for patients worldwide . . . . . 22 Malta’s Mater Dei Hospital. . . . . . . . . . 22 COMMUNITY

Local Focus

PEOPLE

Montana Medicaid . . . . . . . . . . . . . . 23 Interactive Systems Improving Care in Missouri . . . . . . . . . . . . . . . . . . 25

ACS Employee Activity Councils bring caring to local communities . . . . . . . . . 14

ACS speeds help to those most in need. . . 26

Disaster Relief . . . . . . . . . . . . . . . . . 15

ACS innovation begins @home. . . . . . . . 27

ACS Education Outreach prepares future workforce and leaders . . . . . . . . . 17

Earth-wise ACS Initiatives . . . . . . . . . . 29

ACS Philanthropic Foundation. . . . . . . . 17

ACS PrePass Solutions help decrease oil consumption, emissions and deforestation . . . 29

World of Work. . . . . . . . . . . . . . . . 17

Public Transport: Sytral. . . . . . . . . . . . 30

Creating opportunity in Jamaica. . . . . . . . 6

ACS Academy . . . . . . . . . . . . . . . . 17

Greening IT. . . . . . . . . . . . . . . . . . 31

Creating opportunity in Ghana. . . . . . . . . 7

Readers Are Leaders. . . . . . . . . . . . . 18

Server Optimization . . . . . . . . . . . . . . 31

ACS gets and keeps the best . . . . . . . . . 8

Adopt-A-School Programs . . . . . . . . . . 18

Alternative Energy. . . . . . . . . . . . . . . 32

Diversity and ability deliver results. . . . . . . 9

Internship Programs. . . . . . . . . . . . . 18

The Big Fix: Energy Management. . . . . . . 32

Integrity drives business relations . . . . . . 11

Winners For Life Foundation. . . . . . . . . 18

Recycle (ZERO Landfill Policy) . . . . . . . . . 32

Personal growth returns dividends to employees, clients, and investors . . . . . . 12

USA Military support . . . . . . . . . . . . . 19

Green Office Spaces . . . . . . . . . . . . . 32

Dental Outreach Program. . . . . . . . . . . 19

Buck Implements Green. . . . . . . . . . . . 35

Global Citizens ACS creates opportunity for thousands around the world . . . . . . . . . . . . . . . . 5

About ACS . . . . . . . . . . . . . . . . . . . 38

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Students listen as visiting dentists explain how to care for their teeth and gums as part of the ACS sponsored Dental Outreach Program.

PEOPLE We understand that our success is dependent on a hard working and highly skilled labor force, high expectations, clear vision and solid business decisions. We recognize that with a little bit of effort we can find those qualities in communities large and small around the globe, even in remote locations. By building relationships with those local communities we benefit both our clients and citizens all over the world.

Creating opportunity in Jamaica Identifying a clear match between Jamaica’s resources and our needs, ACS opened a facility in Montego Bay, Jamaica, in 2001 and has been committed to its growth and development ever since. We made our entry into the Jamaican market through acquiring a U.S. firm that owned a Jamaica-based data entry and processing company. Recognizing a perfect

5,600

ACS Jamaica employs highly-trained, Englishspeaking people.

fit with our needs, we established a 45,000 square-foot facility in Montego Bay. Since then, we’ve diversified our services there, constructed another 65,000 square-foot facility, and doubled both our staff and our clientele. Today, those facilities in Jamaica employ about 1,600 people in 111,000 square feet of office space where we process 20,000 to 25,000 documents and handle roughly 6,000 calls per day. A March 2009 acquisition provides ACS and its clients with an additional 4,000 highly trained, English-speaking workers based in Jamaica (and nearby St. Lucia) capable of handling complex business functions from a location convenient to the Americas and Europe. In Jamaica, our 100 percent Jamaican workforce supports multiple industries including communications, education, financial services, healthcare, insurance and manufacturing, providing transaction processing, human resources, call center support and finance & accounting services.

ACS creates opportunity

Having a large presence in Jamaica is a key part of our innovative global services delivery strategy and represents

for thousands around the world

the direction of ACS’ growth trajectory.

The Jamaican team‘s choir sang at the new building ground breaking ceremony.

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PEOPLE

We also recognize that attracting and As part of our goal is to deliver to our

developing a talented, diverse workforce

clients the best solutions, using best

is instrumental to our success. That’s why

practices, with the best quality anywhere

we provide a dynamic, safe and bias-free

in the world, ACS opened a site in Accra,

Creating opportunity in Ghana

Ghana, in 2000.  Our Accra site provides

environment for our employees, and why

24-hour coverage to the communications,

we’re committed to employee diversity,

healthcare, insurance and transportation

training and education and wellness.

industries, offering claims processing, transactional processing, data verification, data correction and quality control services. Initially employing 60 people, today the site occupies more than 29,900 square feet of multi-level office space and employs

ACS is the largest IT services employer in Ghana and the largest U.S. company with operations in Ghana. approximately 1,200 people. We’re proud One of the first customers buying a public transport SmartCard at the ACS managed ticket office at Gold Souk Station in Dubai, Saudi Arabia.

to say that we are the largest IT services employer in Ghana and the largest U.S. company with operations in Ghana, and local business community through our

ACS gets and keeps the best

membership in the Ghana Chamber

Darwin Deason founded ACS on the core values of client-first, hard work, persistence, keeping promises,

of Commerce and the economic

taking care of each other and finding creative solutions to real-world business challenges. At ACS, we

development council.

believe that our driven, knowledgeable and practical people make us different from our competitors. Our

we support further development of the

clients agree – with a

95% contract renewal rate, our clients say they like our people and the straight-

forward approach we take to solving their operational issues.

ACS also creates

opportunities in our locations throughout the world, including

ACS often donates needed resources. Here, ACS has just delivered computers to Pantang Hospital in Ghana.

China, Fiji, Malaysia, India, Philippines, Mexico, Brazil, Argentina, Chile, Peru, Columbia, Dominican Republic, Guatemala, St. Lucia, Belgium, France, Germany, Ireland, Italy, Netherlands, Poland, Spain, Switzerland and the U.K.

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Diversity & ability deliver results

PEOPLE

ACS is committed to hiring the best and brightest employees to serve our worldwide client base, and we recognize the need to be creative in identifying and recruiting new talent. As part of that process, we’ve established a team of recruiters in the U.S. dedicated to recruiting, hiring

Business demands a diverse pool of employees with equally diverse perspectives, talents and skills to effectively serve our clients. We actively pursue diversity and people of ability in our workforce and in our management.

and promoting people with disabilities. In six months,

In the U.S.A. for example:

disabilities. As a result, since early 2008, we’ve recruited

diversity recruiters worked with 300 different agencies in 28 targeted areas and established partnerships with state and local vocational rehabilitation agencies, community and local government groups, college disability services, advocacy groups, independent-living organizations, veterans’ organizations and others that provide services to people with more than 160 employees with disabilities, attracting top

gender diversity

talent to our teams. To further improve our efforts around both recruiting and

60% ACS employees

retaining people with disabilities, we’ve implemented

women

specialized training for both recruiters and line managers

men

on the requirements of the Americans with Disabilities Act. men

women

This training includes how to set up accommodations and integrate employees with disabilities into existing teams. As

50% U.S.A. population

a result, we’ve implemented a text recognition system that reads words on computer screens out loud for our team members with impaired sight. Our system also translates

Ethnic diversity

text into Braille, which is displayed on a special monitor. 41% ACS employees

While the greatest benefit to ACS is the infusion of dedicated, highly skilled team members, we’re also honored to have been recognized for our commitment to the disability community. Our most recent awards and recognition include: 20% U.S.A. population

• Goodwill Industries of Kentucky called ACS “a solid partner in our efforts to employ people with disabilities.”

U.S.A. management

• Horizon Goodwill Industries of Hagerstown, Maryland, named ACS Employer of the Year. 23% ethnically diverse

• The State of Utah honored ACS for its hiring practices with the 2008 Golden Key Employer of the Year Award 42% women

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from the Office of the Governor of Utah.

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Integrity drives business relations We’re committed to promoting and nurturing a culture

growth

Personal growth returns dividends to employees, clients and investors

with high ethical standards. Ethics and compliance are a high priority, and we treat our employees, clients and shareholders with the utmost integrity.

Learning is a lifelong event, and we’re committed to helping our employees develop the skills and capabilities that will enable them to achieve their full potential.

We believe that achieving and sustaining ethical excellence requires a partnership between employer and employees, with each adhering to a set of guiding principles. To that end, we have implemented a Code of Ethical Business Conduct, which is the foundation of our ethics and compliance programs. All new employees take a New Hire Ethics and Legal Compliance, Global Data Privacy and Security Awareness training course early in their employment, along with a refresher course that is required for all employees annually.

Personal development, certifications training and online library

Leadership Development Programs

Our learning and development programs, offered to

Manager Development Programs

employees at all levels, are designed to develop the

Of course, we need strong managers to lead our

future leaders of ACS.  We offer employees a one-

teams, and we know our employees want to develop

stop shop to assess all of their learning needs called

the skills that will help drive their careers. To address

Expertise Zone (eZone), which includes a catalog of

those needs, we developed a program that builds

ACS also operates an Ethics Office Help Line, available

nearly 1,900 different courses employees can take to

skills and capabilities around financial execution and

24 hours a day, 7 days a week to all employees globally

build competencies or close skill gaps.

management; motivating, recognizing and retaining

through a dedicated Web site, telephone number and

employees; managing with metrics; problem-solving;

Continuing Education and Tuition Assistance

and negotiation skills.

(DRP) for employees not otherwise covered by a collective

On top of the internal training we provide, ACS offers

Our monthly learning sessions focus on developing

bargaining agreement. The DRP allows ACS management

continuing education programs through our college

leadership skills, including areas such as innovation,

and employees to discuss concerns and/or resolve

relationships with institutions such as DeVry, Bellevue

situational leadership, managing across generations,

disputes in a non-threatening, unbiased environment

University, University of Phoenix and Capella. We also

growing the business and global events and activities

under the coordination of the Ombudsman and/or Chief

offer tuition assistance (up to $4,000 per calendar year)

that impact ACS’ business.

Ethics Officer.

to employees with more than one year of service.

fax line. In addition, ACS maintains a Dispute Resolution Process

Monthly Learning

Executive Development

Through dedicated and vigilant management of our ethics

Recognizing that learning never ends, we’ve

and compliance programs, ACS strives to be the company

implemented an executive development program to

of choice for employees, partners and clients alike.

ensure our leadership team continues to develop and hone their management skills. Through this program, executives engage in team-based programs, business school cooperative programs, individual learning and stretch assignments.

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ACS Employee Activity Councils bring caring to local communities

posted. Employees can visit the site to see

is integrally involved in a large number of communities

ACS’ employees are scattered across the globe,

of community projects at any one time,

around the globe. We recognize that each of those

which means we have the opportunity – and

including:

communities is unique, with its own strengths,

responsibility – for tremendous positive impact on

challenges and needs. In order to best serve each

countless communities around the world. And we

Bringing Joy to People in Need

community, we encourage our employees to participate

take that responsibility very seriously.

During the 2008 holiday season many ACS

world community local focus With more than 74,000 employees supporting operations in more than 100 countries worldwide, ACS

in initiatives at the local level. ACSers identify local

We believe we’ve found the right balance between

organizations, charities and needs, and then work

local focus and corporate support. We give local

together to donate their time, energy and resources. By

business units broad authority to identify and

thinking globally, and acting locally, employees extend

support programs that are important in their own

our corporate philosophy to provide a solid foundation

communities while we provide broad support and

upon which to improve the health, education, economy

guidance at the corporate level. The result is a large

and environment of all communities.

“patchwork quilt” of programs that help literally

primarily on inner-city youth, education, technology,

local communities. Because of its commitment to local projects, ACSers are engaged in literally hundreds

employees contributed to helping others in their local community through the Toys for Tots program and food drives. The Lexington, Kentucky, office collected food and cash donations; the first pickup was almost 500 pounds of food.

Processing Center in Albany, New York,

In order to bring some structure and continuity

literacy and diversity.

and learn more about volunteering in their

At the New York State Child Support

hundreds of thousands of people every year.

ACS’ corporate-wide community initiatives focus

what’s happening, sign up to participate

to our efforts, ACSers in more than 50 sites have formed Employee Activity Councils (EAC). The EAC: proactively research, pursue and seek broad input for all community service projects at the

another 500 pounds of food was donated to people in need – almost 200 more pounds than what was collected during the prior year’s drive.

local level; create sub-committees to coordinate

Breast Cancer Awareness

and implement local projects; and review and

October was Breast Cancer Awareness

share information throughout ACS about the

Month and ACSers in the Tucson, Arizona,

progress of active projects. The EAC meet

office held their annual Passionately Pink for

regularly to network, share success stories, ideas

the Cure event. During one week in October,

and best practices around how to get people

employees donated $5 to the cause and

involved, how to identify local volunteer needs and

wore jeans to work for the week as a show

how to connect to local programs.

of support. Employees added more fun to the effort by playing games such as “Find

ACS also maintains an employee portal that

the Pink Items” around the office. There was

includes a toolkit for EAC, as well as an area where local volunteer projects and events are

also a breakfast to earn additional donations for the Susan G. Komen Foundation.

In support of local efforts to create jobs, ACS has awarded

more than $400 million to minority-, women-, veteran-owned and small businesses.

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Disaster relief

Below is a sampling of ACS’ international and local

ACS is uniquely positioned to help communities impacted by hurricanes and other

- ACS Dental Initiative

natural disasters – communities in desperate need of emergency assistance. In times

- ACS Holiday Helpers

sponsorships and community programs.

of emergency, we’re able to deploy our well-established systems to help communities

30,000

ACS provided emergency prescriptions during the 2008 hurricane season

- Back to School Lunches for the Teachers

prepare for a disaster, reduce its potential impact, maintain continuity of essential services

- Blood Drives

and care for their citizens.

- Donation of time, services and technology

Emergency Prescription Assistance Program

equipment to various chambers and public schools in the community

ACS partners with the US Department of Health and Human Services to provide critical program support for the Emergency Prescription Assistance Program (EPAP). During a

- Don’t Quit Foundation

declared disaster, EPAP enables pharmacies to fill prescriptions and provide qualifying

- Educational Initiatives

medical equipment at negotiated market rates for those without health insurance living in,

- Health Awareness Walks and Campaigns

or evacuated from, disaster areas. During the 2008 hurricane season alone, the program

- Adopt-A-School Programs

filled more than 30,000 prescriptions for affected residents.

- Mentoring

Rebuilding and Repair

- School Supply Drives - Food Drives

We assist state governments in disaster recovery by providing grant management services for residents rebuilding from hurricanes. For example, in Louisiana, ACS

- Housing Services of North Texas

administers eligibility and grants determination, and oversees construction for the

- Junior Achievement

Small Rental Property Program, which provides federal funding for property owners

- Kym’s Kids - Holiday gifts

to repair their storm-damaged rental properties. In Texas, we administer a first-of-its-

ACS is an international civic leader in the communities where we work and live. We have corporate memberships in several civic associations across the globe. Also, most ACS offices are members of their respective Chambers of Commerce and various local civic associations, strengthening the connection to our communities while fostering a spirit of contribution and cooperation.

- Lee National Denim Day

kind hurricane recovery program for the Texas Department of Housing and Community Affairs in which the state takes on the full responsibilities of home rebuilding and repair,

- Margaret and Gilbert Herrera Student Intake Center

from outreach and eligibility determination to certificate of occupancy, on the newly

- Ronald McDonald House

constructed or repaired home.

- Teacher Appreciation Week - Thanksgiving Food Donations

Citizen Support

- Vendor Books Fairs, with proceeds donated to

ACS will provide critical services in Louisiana to support the Disaster Food Stamp

local schools

program by establishing a customer service center to help citizens with benefits. We’re

- Winners For Life

proud of our history of helping DFS in the wake of a disaster – after Hurricane Katrina, we

- Hurricane Katrina Relief

worked with the DFS to help ensure that parents received timely child support payments.

- Disaster Relief - California Wildfires - Florida Hurricane Relief - Jamaica Hurricane Relief - Tsunami Disaster Relief

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ACS Education Outreach prepares future workforce and leaders

Readers Are Leaders

To date we’ve reached over 500 first and second

ACS piloted its Readers Are Leaders program in

graders, and the program continues to grow into

2007 with 120 students. Through this program,

new communities.

ACS partners with local elementary schools

ACS Philanthropic Foundation

to design a reading incentive program that

As a service company, we know we wouldn’t be what we are without our people, so we recognize

what they’ve read. Teachers select a wide range

the value of supporting the communities in which our people live. That’s why we established

of books, and ACS purchases a set for each

the ACS Philanthropic Foundation, a 501(c)(3) organization that assists in furthering educational

classroom. To roll out the program, ACS provides

outreach in the communities where our employees serve. The Foundation provides programs that

each student with a book report journal, pencil

address the needs of education and technology enrichment to students in inner-city schools

and bookmark. Students who read and complete

and communities.

a book report on at least 12 books receive a

encourages students to read and write about

certificate and other rewards. The students

The Foundation currently supports and administers several educational programs:

who read the most books from each class

World of Work

ACS Academy

receive special “Readers Are Leaders” gifts and

Since 2004, ACS has teamed up with World

The ACS Academy, created in 2003, offers

incentives as well as a field trip to a bookstore

of Work and local high school business

high school students an opportunity to gain

to pick out a few favorite books. As added

programs to teach, motivate and challenge

practical work experience in a professional

motivation, classrooms compete to see which

high school students as they prepare for

business environment while earning academic

one can read the most books, and the winning

the workplace. ACS presents modules

credit. This program introduces students to

classroom celebrates with a pizza party.

in areas such as basic work environment

a variety of real world positions. High school

skills, business etiquette, interview skills and

students attend a Business Education class

resume writing in an effort to help bridge

in the morning and work at ACS as interns in

the gap between school and work. Through

the afternoon.

this program, we establish a strong base of future employees – not only for ACS, but for the entire community. This program impacts

The Adopt-a-School program enables ACSers to develop a partnership with a local school to provide mentors, volunteers, school supply drives, career days, leadership skills, holiday assistance for needy families, student incentives, teacher appreciation and much more. We have helped literally thousands of students in school systems all over the country. Internship Programs At many of our locations throughout the U.S., we sponsor college interns looking for summer work experience. The locally operated programs provide 20 to 30 college students each year with real world experience to help them build their future careers.

Winners for Life Foundation ACS is proud to be the founding corporate sponsor of the Winners for Life Foundation, which

Students work five days per week and

reaches out to young people who exhibit drive and determination to assist them in overcoming

a minimum of three hours per day. The

challenges to achieve their education goals.

program includes student evaluation – just

about 150 students each year.

Adopt-a-School Programs

This program has since become the cornerstone of ACS’ philanthropic activities. By supporting

like in the real world – and students are paid

Winners for Life Foundation, ACS puts our corporate responsibility in action, helps deserving

for their work, as well as receiving academic

individuals and promotes the value of goal setting and a strong work ethic among our

credit for completing the program.

communities’ youth.

To date we have hired and graduated over

The Winners for Life Foundation first began awarding college scholarships to at-risk teens in

50 students, and we still have a handful of

2005. The scholarship is designed for students who are in financial need and demonstrate a

employees working at ACS who started in

motivation to succeed, and recipients are encouraged to use the scholarships to attend a local

the program.

community college or trade school. Since its inception, the program has awarded more than 150 students $300,000 in scholarship money.

$300,000 in scholarship money has been awarded to more than 150 students.

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Dental Outreach

USA Military Support

In 2004, ACS’ Government Healthcare Solutions (GHS)

For more than five years, employees at ACS

the goal of building an educational campaign that would

have put together care packages for other ACS

promote fundamental improvements in the dental health

employees currently serving in the USA military.

status of at-risk and underserved children. Tooth decay

Through this program, volunteers send care

is the single most common chronic childhood disease,

packages to each ACS employee on military

according to the American Dental Association and the

leave, one around the USA Independence Day

American Academy of Pediatricians, and children from

and another during the American holiday season.

low-income families suffer twice as many dental cavities

group launched the ACS Dental Outreach Initiative with

Volunteers

as their peers. We’re committed to continue working in

research items

partnership with dental societies and associations, local

that are in high

schools and churches across the country to improve

demand in the

outcomes for these children.

regions where the

More than 25,000 children at 73 locations have been educated about dental health.

The program usually takes place at schools and attendees

USA military is

receive education on proper dental hygiene, as well as

based, as well as

on-site oral screenings by licensed dental professionals.

those that will hold

For many children, our program is their first dental check-

up to the harsh

up. To help reinforce new behaviors learned during the

environments in which many of their colleagues

educational session, we present each child with take-

serve. We also seek items that will bring some joy

home products, including a toothbrush, toothpaste,

to their friends in the military – portable DVD or

brush/floss calendar, parent education literature and the

music players – as well as things that will remind

results of the screening evaluation. In some instances,

them of home.

severe and critical dental problems are identified early,

We’re also proud of our recently launched USA

and immediate emergency treatment is provided by the

Military Pen Pal Program. This initiative enables

participating dentists after consultation with families.

USA-based ACS employees to “adopt” other USA

With tremendous success in Georgia – our first partner

ACS employees who are on active military service,

state – word of this program spread to other states through

giving ACS the opportunity to get involved and help

dental partners and ACS clients, and it became widely

our colleagues in the military and their families.

recognized as a viable dental health education program.

Our program pairs individuals or their offices with a

Since its initial launch in 2004, GHS has expanded the

fellow ACS service man or woman. The home pen

program to include Florida, Mississippi, Washington, DC,

pals can send letters, goodies and e-mails to keep

Texas, Maryland, Tennessee and Louisiana. To date, we’ve

in touch with our troops and let them know how

educated more than 25,000 children at 73 locations.

much we appreciate their service.

GHS remains committed to this program. With its ongoing success, and strong and growing partnerships, the need for childhood dental care and education continues to expand. We receive requests to bring the program to local

The ACS sponsored Dental Outreach Program brings dentists and engaging programs to young students at schools.

communities, and plans to address this growing need are in place.

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ACS reduces cost and improves quality of healthcare for patients worldwide

ACS expertise in action

innovation

Better information means smarter care – and smarter care means a more effective and more efficient health care system. ACS Government Healthcare currently provides services to 35 states and the District of Columbia that are promoting a healthier population and reducing Medicaid expenditures. We’ve taken many steps toward defining our approach

world-wise

to support holistic population health. By combining flexible products with supporting services, we allow states to better understand risk, disease and cost across their populations, while also ensuring that each individual in the population has a health plan tailored to

Operational efficiency and effectiveness are

meet their specific needs and conditions.

the core business of ACS. Our own success depends on it, as does that of our clients. Using technology and innovative business

Malta’s Mater Dei Hospital

processes, ACS improves the way businesses

With the establishment of its new national hospital, the

and governments serve their customers

Mater Dei Hospital, in June 2007, the Government of

and citizens, and enables them to make more

Malta’s top objective was to establish a reliable and

efficient use of their resources. This, in turn,

accessible healthcare system. To achieve this objective,

reduces the human impact on our environment

the Government teamed with ACS Healthcare Solutions

and improves quality of life for individuals

(HCS) to develop and implement an Integrated Health

around the world through better employment

Information System, enabling them to utilize advanced

opportunities, access to education and

technologies across the hospital and their entire health

improved health.

system to improve the quality of patient care and the accuracy of the nation’s healthcare.

At the very heart of most of our service offerings is the concept of improving

ACS worked with the Government of Malta to improve

efficiency, including the efficient use of

the management of healthcare records and to

natural resources.

integrate all medical equipment in Mater Dei Hospital, Malta’s largest healthcare facility. The challenge was intense because the hospital had limited automated laboratory, radiology or picture archiving and computer systems (PACS) in place. Not only did digital technology need to be seamlessly installed, but operations of the laboratory and radiology services had to be completely updated in the process. In addition, the aggressive implementation needed to occur simultaneously as the hospital migrated from an old site to the new Mater Dei Hospital.

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INNOVATION

Montana Medicaid: Improving Care One Person at a Time

In this phase, ACS HCS fully deployed a laboratory information system (LIS), radiology information system (RIS) and picture archiving and

ACS’ experience in Montana is just one example

communications system (PACS). In addition, ACS

of our efforts to improve health outcomes. In 2005,

interfaced these state-of-the-art systems with the

Montana became the first Medicaid program in

current patient administration system (PAS).

the nation to allow authorized providers (including

ACS HCS also established an office in Malta

physicians and hospitals) to access claims-based

– staffed with a team of senior-level project

medical history to improve service to Medicaid

managers with deep and broad knowledge of

recipients at the point of care.

healthcare – and employed and trained local

ACS worked with the Montana Department of

personnel to assist with long-term management of

Health and Human Services (DPHHS) to create a

the project. This structure ensures that the citizens

solution to provide a claims-based medical history

of Malta benefit from both world-class experience

for each Montana Medicaid client. As the state’s

and local expertise.

Medicaid fiscal agent, ACS manages the treatment

The first system “go-live” was achieved in a

history data on each of the 112,000 Medicaid

record 55 calendar days and was accomplished

clients resulting from claims processing activity.

in conjunction with the hospital service migration,

Authorized primary care providers can access the

while also completing the necessary operational

treatment history data through the state’s Medicaid

reforms. The project continues to achieve success

portal, providing a more comprehensive view of a

by extending its solutions to four additional

patient’s medical history, which aids coordination of

hospitals via remote, real-time viewing of

care – a primary goal of the program.

diagnostic images and results.

Knowledge of a patient’s clinical history can also

Mater Dei’s 150 laboratory scientists conduct

significantly lower costs, by eliminating redundant

4.5 million tests each year for healthcare

lab tests or reducing unnecessary emergency room

professionals throughout Malta. Replacing largely

visits. Also, providers can accurately prescribe drug

manual processes, the systems we’ve installed

therapy for their Medicaid clients since all previously

speed the turnaround of test results, increase the

prescribed drugs by any other Medicaid provider

accuracy of test data and patient information,

can readily be reviewed.

enhance the legibility of critical reports and

With input from the provider community, ACS

provide better access to patient demographics

developed and implemented a new electronic health

and specimen records, all improving the quality

record capability in December 2005 that significantly

and efficiency of healthcare delivery. In addition,

enhanced the state’s provider-based primary care

all images are available in common archives,

management (PCCM) program by allowing primary

so patient histories are more quickly and easily

care physicians to review complete multi-year

accessible, speeding and improving care on an

records of procedures provided by providers for an

ongoing basis. And the systems are scalable,

individual patient. The availability and usability of the

so the client will be able to accommodate the

information improves patient care.

needs of the government as it addresses future healthcare services and improvements.

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INNOVATION

Interactive Systems Improving Care in Missouri

ACS speeds help to those most in need

be sent real-time to the place where it matters most: the point-of-care between the provider and the patient.

In Missouri, providers were limited by a fragmented, paper-based health record system. When doctors needed to make critical clinical decisions regarding patient care, they often lacked basic medical information on patients, such as medications taken,

Our system also identifies potential adverse drug

ACS has been an innovator in the electronic payment

the need to pay for money orders or incur expensive

interactions and sends them directly to the provider.

card (EPC) industry, recognizing the extraordinary and

check-cashing fees. In fact, the State of Georgia has

We support Missouri’s preferred drug list (PDL) by

wide-ranging benefits that can be packed into a 2-inch

estimated that child support recipients save about $7

allowing providers to check the PDL status of drugs

by 3-inch plastic card – and moving away from paper-

to $15 per month in check-cashing fees, ATM fees

and determine if the drug will meet pre-authorization

based programs.

and money order fees. Recipients also can track their

criteria prior to submitting the prescription. Doctors

previous inpatient or outpatient encounters and

Two decades ago, the administration of the federal

have access through CyberAccess to profile reports,

diagnoses and diagnostic tests ordered. Also impacted

Food Stamp Program was a cumbersome and

allowing full comparison to their peers on treatment

were public health agencies, which were limited in

of specific diseases. Providers have the ability to

their duties of disease surveillance management and

identify deficiencies in the treatment plans as well as

response capabilities by paper-based health records.

to manage key quality indicators. The result provides

To address this need and help Missouri move away

knowledge to the people who are able to make the

from paper-based health records, ACS developed a

most use of this information – the doctor or the

suite of electronic health record applications (EHR)

pharmacist.

called CyberAccess and DirectCAREPro that is supported by a comprehensive clinical rules engine that delivers actionable information to empower Missouri providers to make clinical decisions.

But program recipients aren’t the only ones

of paper food stamps and then delivered them to

benefiting from EPCs. The system greatly reduces

constituents who used them to buy food. The total

the costs associated with check printing, mailing and

cost to print, mail and reconcile paper food stamps

reconciliation, saving an average of $2.00 per check

was enormous. And, that didn’t count the costs

– a savings of $200,000 for a state that issues 100,000 checks a month.

innovator in helping to move from paper food stamps

ACS provides a set of capabilities that work together

to the new plastic cards called Electronic Benefits

– touching the provider, patient and pharmacist – in a

Transfer (EBT) and supported the nationwide rollout of

way that delivers clinical insight into the health status

that important program.

Since their introduction, our EHR tools have

is improved health outcomes, reduced costs and a

been instrumental in improving health care and

healthier population over the long term – one person

communication throughout Missouri. These

at a time.

a tangible mechanism to better manage their finances.

expensive process. The government printed millions

associated with waste, fraud and abuse. ACS was an

of every patient in the Medicaid population. The result

purchases and inquire about balances, and they have

After significant investments and numerous technical innovations over the course of several years, we’ve expanded the use of electronic payment cards to other

Lost or stolen cards can be cancelled and replaced, and incidents of forgery are dramatically reduced. ACS currently manages 24 EPC programs for state and federal clients. With tighter budgets and greater community needs, other states are considering the move as well.

forms of assistance including Temporary Assistance

applications allow identified care gap information to

for Needy Families (TANF), Unemployment Insurance, Social Security and Supplemental Security Income. Benefits funds are electronically loaded onto a Visa or MasterCard that can be used at over one million retailers. Because they look like traditional debit cards, the EPCs can be used without any social stigma, preserving the recipient’s dignity while providing the assistance his or her family needs. And, for those who without a checking or savings account, the cards are especially important because recipients can receive cash back at many locations, have access to ATMs and can even get cash at most banks – eliminating

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ACS innovation begins @home Since its founding, ACS has been committed to applying technology to improve the lives and

ACS @home reduced CO 2

working conditions of the people who contribute

3,000 metric tons.

to making ACS a success – our employees.

That’s over 2.75 tons per participating employee.

We’ve long seen the use of technologies that enable people to work from home as a win-winwin: employees avoid daily commutes and gain valuable personal time to spend with their families; ACS is able to attract and retain the best people;

While the program’s main objective is to improve

and, together, we’re able to minimize our impact

our employees’ quality of life, ACS also benefits

on the planet through reduced commutes and a

by reducing attrition and improving the quality of

smaller real estate footprint.

candidate we attract and retain.

In 2007, we formalized our commitment to

We currently have more than 1,400 hourly

providing a flexible work environment by

employees (along with hundreds of salaried

establishing ACS @Home. This program is

employees) working from homes dispersed

targeted for hourly employees (although many of

broadly across the U.S. ACS plans to expand the

our salaried workers also take advantage of the

program exponentially over the next several years.

opportunity) because we think those employees To date, the results are remarkable:

can reap the greatest benefit from the cost savings generated by enabling them to perform their

• Employees save an average of 200 hours per

customer service and data entry jobs seamlessly

year by commuting – more than one month

from their own homes. Through this program, ACS

of work days! That’s time that they can spend

clients and their constituents receive the same

at home and in their communities rather than

great service, while ACSers can spend work time

on the road driving to and from work. Plus,

doing just that – working, not commuting.

employees realize the added benefits of reduced spending on fuel and costly wearand-tear on their personal vehicles. • Attrition is less than half for at-home workers in the ACS @HOME program. • ACS clients and their constituents receive better service from a more experienced and skilled workforce.

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200 hours per year

Employees save an average of by reduced commuting – more than one month of work days!

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Earth-wise ACS Initiatives ACS Prepass solutions help decrease oil consumption, emissions and deforestation For safety reasons, trucks in the U.S. are

toll road fees electronically at E‑ZPass electronic

routinely inspected at state weigh stations as

toll collection (ETC) facilities, all using a single

they move materials around the country. In

transponder – aimed at reducing idling time,

1997, state transportation and trucking industry

improving efficiency and reducing cost.

leaders – through an organization called Heavy

individual car usage

reduced by an average of 15%

PrePass provides exceptional results, benefiting

Vehicle Electronic License Plate (HELP) – created

the public, government and motor carrier industry.

PrePass, an intelligent transportation system that

Its impact on the environment alone has been

electronically verifies the safety, credentials and

substantial. Since 1997, the program has saved

weight of commercial vehicles at participating

an estimated 132 million gallons of fuel and

state highway weigh stations, commercial

reduced emissions by nearly 300,000 metric

vehicle inspection facilities and ports of entry.

tons. In addition to conserving fossil fuel, PrePass

The PrePass system captures necessary data

significantly mitigates air pollution. According

through transponders as trucks drive by stationary

to the U.S. Environmental Protection Agency,

roadside recorders at highway speeds, greatly

nationwide about 500,000 long-haul trucks

reducing truck idling time and improving cargo

idle their engines an average of eight hours per

delivery efficiency. (Yes, we really do weigh trucks

Public Transport: SYTRAL

day, emitting 180,000 tons of nitrogen oxides

at highway speeds!)

Sytral turned to ACS for our expertise in both smart card technology and transportation process

annually. In 2008 alone, On top of the significant

Toward the end of the 1990s, the public transport

Since its inception, the ACS-administered PrePass

environmental benefits, participating states can

agency of greater Lyon, France, named Sytral, faced

program, has grown steadily. Today, the program

reallocate inspection staff to address other critical

major challenges, namely excessive fare-dodging and

Since 2001, when ACS first implemented Sytral’s smart

includes 29 states, more than 85,000 carriers and

highway safety concerns, saving money and

an increasingly high number of cars driven into the

card program, we’ve worked in partnership with Sytral

nearly 420,000 trucks in its network. Together,

improving highway security for all citizens.

city center each day. With a population exceeding

as they’ve grown and improved the system. To help

HELP Inc. and ACS continue to explore new lines

1.3 million, the greater Lyon area had a lot to gain by

them achieve their aggressive goals, we’ve introduced

of service – such as PrePass Plus, a system that

addressing these challenges.

a number of new technologies, including new fare

allows participating trucks to pay their bridge and

At that time, Sytral managed about 200 million public transportation transactions each year, and it was

PrePass eliminated more than

estimated that nearly 20 percent of the city’s annual

4 million idling hours and 49,488 tons of emissions.

revenue was being lost to fare dodging – money that could have been spent improving service and increasing

That’s the equivalent of taking nearly 10,000 cars off the road.

ridership. At the same time, Sytral also was developing a large and complex transport system, one that ultimately would cover 64 cities and stretching over 613 kilometers, including 4 subway lines, 2 funiculars, 4 tramway lines, 97 bus lines, 7 trolley bus lines, 106 school bus lines and 9 park-and-rides. Clearly, if Sytral were to reduce

management to help them address these challenges.

products, the extension of the ticketing system to new tramway lines and a new access control gate system. As Sytral’s system has expanded, we’ve enhanced the ACS solution to accept the new smart card tickets of the regional railroad network, offering a seamless multimodal transport ticketing service. Ultimately, these changes contributed to a 50 percent reduction in fare-dodging and related issues across Sytral’s 1.4 million trips per day. It also helped drive annual ridership growth about nine percent per year over the past 10 years.

fare-dodging and encourage ridership, it would have to implement a simple, seamless ticketing system.

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Recycle (ZERO Landfill Policy)

INNOVATION

We’re committed to a zero landfill policy for our outdated technology devices, working with an outside company that specializes in harvesting salvageable parts and recycling the rest.

Green Office Spaces At ACS, we’re making every effort to “live green” internally, through better management of our IT resources, as well as changing our behaviors. Over the past few years, we’ve undertaken several initiatives aimed at how we do what we do in order the cut down our environmental impact. In a typical business environment – ours included – e-mails fly, forwards flourish and the phone is constantly

Alternative Energy

ringing. ACS is taking advantage of collaboration and communications tools – shared team spaces, instant and

ACS is cutting back consumption with more efficient

text messaging, blogs and Wikis, to name a few. These

lighting systems and reduced consumption policies that

tools cut down on our resource use and help our people

will reduce the amount of carbon dioxide released each

work greener.

year by tens of thousands of pounds.

The BigFix: Energy Management

ACS Central PC Energy Management reduces a single desktop computer’s power consumption by 60 percent.

Our green IT efforts don’t stop with our data centers; we’re committed to finding energy savings throughout our entire network. As part of that commitment, we’ve implemented a new PC energy management and monitoring solution across our desktop infrastructure

GREENING IT

and intend to expand the service to include other

Data centers require power and cooling for everything to

networked devices. The solution, which uses the power

function properly. But, that doesn’t mean these centers

A green ACS environment involves physical changes in

management software of BigFix, enables us to reduce

have to be wasteful. By changing the way we configure

our work spaces and behavioral changes among our

a single desktop computer’s power consumption by

our data centers, ACS reduces consumption and

employees. We’ve developed a comprehensive Green IT initiative within our own organization to establish best practices for implementation and adoption, as well as

as much as 60 percent. The solution allows our IT

continues to delivers the highest standard of service.

administrators to centrally manage and continuously enforce power management policies on all corporate

Server Optimization

to reduce costs and create a replicable solution for our clients.

PCs without sacrificing manageability, usability or

A typical data center may consist of 15 to 20 servers,

security. In addition, the service provides graphical,

all operating at 20 to 30 percent capacity. Using server

web-based reports of the power management progress

We’re focusing our efforts on initiatives that will

virtualization software, ACS can consolidate processing

and a “what-if” scenario calculator projecting savings for

maximize the efficient use of our assets from the design

into a single unit operating at 100 percent capacity,

any policy changes.

of our data centers to the ways in which our people

accomplishing more with less and reducing the physical

interact with one another and our clients.

size of our facilities and the power they consume.

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We’ve been so happy with the PC energy management and monitoring solution that we’re now offering it to our clients.

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The Virtual Office

Even the ACS public website (and this report)

Not only do these new tools drive efficiency,

promotes earth-awareness. Our businesses

they make the virtual office a productive reality,

construct interactive PDF files for in-depth

reducing the number of cars on the road and

information about their capabilities. These files

cutting back on longer-distance travel … with

can be e-mailed, downloaded, or simply opened

the added benefit of enabling ACS employees to

online and navigated online like a regular web

spend more time with their families and in their

site. As a result, users rarely have to print our

communities.

web pages to share the information and authors update and publish in applications they’re already

Save Trees

familiar with and no programming is required.

ACS promotes a paper-free environment, eliminating individual printer stations and encouraging a totally electronic workplace. We’re committed to cutting office paper use, because a reduction of as little as 10 percent can prevent the emission of 1.6 million tons of greenhouse gasses. To encourage our employees to be mindful of the impact of paper usage, we’ve launched an internal campaign, with presentations, announcements and posters, all of which highlight the benefits of going green. The campaign focuses on the benefits of cutting back on paper usage, but for those times when printing is a “must,” the campaign demonstrates a variety of small changes that can add up to a big impact, including double-sided printing/copying, image combination and black & white defaults on all color devices.

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Spotlight on an ACS Business

Buck Implements Green

Late in 2007, Buck (an ACS Company) designated “going green” as one of its key initiatives. The

Communications

BIG Champions

immediate goal was to launch Buck’s first internal green program called Buck Implements Green (BIG).

The primary target for BIG communications was

The second channel of Buck’s BIG program involves

the 1,700+ Buck employees around the globe,

BIG champions – a group of local coordinators

including individuals at all levels and functions of

who help build plans for each office and serve as

the organization – from entry-level consultants to

point of contact on green efforts. BIG champion are

directors, principals and other executives in all lines

located in each Buck office and are responsible for

of business.

developing a green business plan. BIG Champions

BIG comprises two main channels: (1) a series of communications delivered electronically to raise environmental awareness among Buck employees; and (2) the formation of a group of local coordinators, or BIG champions, to help build plans for each office and serve as a point of contact on our green efforts.

Communication goals were to: • Effectively launch the BIG program, and raise awareness and engage employees in the topic of “green” – to get them thinking about the environment and what they could do to be more eco-friendly – and then taking action. • Demonstrate a commitment to, and leadership in, the green movement. By creating interactive communications, Buck sought to broaden stakeholders’ understanding of the company’s engagement in green initiatives.

have a monthly conference call to network and share ideas and successes. Expanding the effort Buck is expanding the BIG program to their clients and prospects to help them reach their employee audiences, and ultimately help to raise environmental awareness globally. Buck initiated that effort through the launch of the first “Greening of HR Survey” in late 2008, with results released early in 2009. Through this effort, Buck expects to raise organizational awareness of sustainability issues and demonstrate the impact organizations can have within their own “four walls” as well as in their communities.

• As part of the plan to hold employee interest and keep the program fresh, Buck staggered the types of monthly communications by alternating e-newsletters with other interactive communications – employees receive an e-newsletter generally every other month with interactive games and quizzes in between each issue. The first BIG newsletter was released on Earth Day 2008, and as a result, a significant proportion of employees say that the communications have impacted their thinking about the environment.

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About ACS ACS touches millions of lives every day. As a business partner to the world’s most complex corporations and governments, we focus on serving their operations so they can better serve their clients. We do it by: • Providing services to more than 1,700 federal, state, county, local and foreign governments, making ACS the largest provider of managed services to government entities in the United States; • Enabling travelers to get to their destinations by processing $3 billion in electronic toll collections every year; • Managing 37 billion public transportation transactions on buses, trolleys, tramways and trains in 400 cities; • Ensuring victims of natural disasters have uninterrupted access to critical prescriptions; • Handling more than one million calls daily in our 142 customer care centers, assisting customers in 20 different languages; • Helping mobile phone users stay connected by being the largest provider of customer care in the wireless industry; • Supporting more than 36 million Medicaid and Children’s Health Insurance Program recipients in 14 states; • Processing 16 million parking tickets annually, contributing to our role as the largest provider of business process services in the government sector; • Managing more than 12.5 million student loans worth $170 billion, while

As a Fortune 500 Company with approximately

Financial Information

74,000 people, our presence is wide, supporting

We were incorporated in Delaware on June 8, 1988.

client operations in more than 100 countries. But our

Our corporate headquarters is located in Dallas, Texas.

contribution to our clients’ business success runs deep

We are a Fortune 500 and S&P 500 company. To see

– by simplifying their business processes and improving

our most recent financial information, please click here.

their information technology capabilities.

disbursing more than $4.6 billion in new student loans every year;

History

• Processing about one million credit card applications annually;

Our clients tell us we’re responsive to their business

Darwin Deason founded ACS as a bank data processor

• Providing human resources services to more than 4.4 million employees

needs, flexible to their changing priorities, reliable for

in 1988. To see ACS’ complete history, please click here.

delivering results, and acting with integrity at all times.

and retirees in 130 countries;

This is our “Expertise in Action.”

• Annually processing about 90 million child support payments worth

Learn more about ACS at http://www.acs-inc.com.

$14 billion;

Locations ACS delivers Operational Excellence through our global infrastructure and global production model. To see ACS’ listing of our global locations, please click here.

• Supporting 325,000 desktop computers and operating more than 20,000 mid-range systems and servers globally; • Keeping people healthy by handling 650,000 Healthcare Savings Accounts (HSA), making ACS one of the top HSA administrators.

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See inside front cover. Copyright © 2009 Affiliated Computer Services, Inc. All rights reserved.