Business Proposal Letter

Gail Kelly, CEO and Managing Director, Westpac Bank Mr. Peter Clare, Group Executive, Products and Operations From: , Principal, Asia-Pacific Australia, Verint Systems Date: March 26, 2009 Re: Operations Transformation at Westpac We are very pleased with the opportunity to deepen our partnership with Westpac and believe our proposal provides the most comprehensive approach for Westpac to execute its strategy successfully.. Proposed approach: Module 0: Program launch ( 4 weeks) Develop detailed master project plan Establish resource plan and select project team members Build communications plan Design approach for branch inventory exercise Select pilot branches Module 1: Branch front-office excellence ( 6 months) Launch branch inventory team to collect branch data Build as-is baseline branch capacity planning model Redesign branch processes and determine processes for centralization Enhance functionality for self-service channels Develop optimal branch scheduling based on customer demand patterns Pilot and refine improvements in select branches Develop rollout plan for network-wide implementation Module 2: Back-office and credit process excellence ( 6 months) Launch back-office inventory team to collect operations data Build as-is baseline operations capacity planning model Redesign credit and operations processes with lean methodology Design and establish national and regional operations hubs to support branches Module 3: Transformation program support (on-going) PMO oversight support for transformation initiative Budget review and support Communications for all key stakeholders Monitor progress Advise on change management approach Project deliverables The deliverables from the operations transformation linked to each of the above modules would include: Operations transformation blueprint Operations centralization redesign manual Branch inventory Functioning call centre design Rigorous branch staffing system Implemented migration steps New process redes