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
improving lives around the world
COVER
Lynn Blodgett, CEO of ACS, captured this
photograph of a student at the Catherine Hall
Primary School in Montego Bay, Jamaica.
While visiting the school, Blodgett noticed how
old and worn the students’ reading books had
become. A whole crate of books arrived at
the school a week later. The new books sent
from Blodgett were followed soon by additional
financial support to Jamaican schools from
ACS. ACS global citizenship reveals itself in
local, very meaningful, ways like this everyday
around the world.
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 “client-
first, 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.
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.
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
not only good for our clients and the people that they serve – they are
also good for business.
We are proud of our corporate responsibility activities around the
world. While this is our inaugural corporate responsibility report,
we are excited to share with you the most recent efforts of our two
decades of successful global citizenship.
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
Montana Medicaid . . . . . . . . . . . . . . 23
Local Focus 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
PEOPLE ACS Education Outreach prepares Earth-wise ACS Initiatives . . . . . . . . . . 29
future workforce and leaders . . . . . . . . . 17 ACS PrePass Solutions help decrease oil
Global Citizens consumption, emissions and deforestation . . . 29
ACS Philanthropic Foundation. . . . . . . . 17
ACS creates opportunity for thousands
around the world . . . . . . . . . . . . . . . . 5 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 USA Military support . . . . . . . . . . . . . 19 Green Office Spaces . . . . . . . . . . . . . 32
employees, clients, and investors . . . . . . 12 Dental Outreach Program. . . . . . . . . . . 19 Buck Implements Green. . . . . . . . . . . . 35

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.
ACS Jamaica employs
5,600 highly-trained, English-
speaking people.
ACS creates opportunity
for thousands around
the world
The Jamaican team‘s choir sang at the new building ground breaking ceremony.
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PEOPLE COMMUNITY INNOVATION
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
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.
Having a large presence in Jamaica is a key part of our
innovative global services delivery strategy and represents
the direction of ACS’ growth trajectory.
>
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,
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,
Creating opportunity in Ghana 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
to say that we are the largest IT services One of the first customers buying a public transport SmartCard at the ACS managed ticket
office at Gold Souk Station in Dubai, Saudi Arabia.
employer in Ghana and the largest U.S.
company with operations in Ghana, and
we support further development of the
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
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
ACS often donates needed resources. Here, ACS has
just delivered computers to Pantang Hospital in Ghana.
throughout the world, including
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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PEOPLE COMMUNITY INNOVATION
PEOPLE Diversity & ability deliver results
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 and promoting people with disabilities. In six months,
pool of employees with equally
diversity recruiters worked with 300 different agencies in 28
diverse perspectives, talents
and skills to effectively serve targeted areas and established partnerships with state and
our clients. We actively pursue local vocational rehabilitation agencies, community and local
diversity and people of ability government groups, college disability services, advocacy
in our workforce and in our
management. groups, independent-living organizations, veterans’
organizations and others that provide services to people with
In the U.S.A. for example: disabilities. As a result, since early 2008, we’ve recruited
more than 160 employees with disabilities, attracting top
talent to our teams.

To further improve our efforts around both recruiting and

60% ACS employees
retaining people with disabilities, we’ve implemented
gender diversity

women men specialized training for both recruiters and line managers
on the requirements of the Americans with Disabilities Act.
women men This training includes how to set up accommodations and
50% U.S.A. population integrate employees with disabilities into existing teams. As
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
text into Braille, which is displayed on a special monitor.
41% ACS employees
Ethnic diversity

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.”

• Horizon Goodwill Industries of Hagerstown, Maryland,

U.S.A. management

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 from the Office of the Governor of Utah.

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PEOPLE COMMUNITY INNOVATION

PEOPLE
Integrity drives business relations
We’re committed to promoting and nurturing a culture
with high ethical standards. Ethics and compliance are
a high priority, and we treat our employees, clients and
shareholders with the utmost integrity.
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.
ACS also operates an Ethics Office Help Line, available
24 hours a day, 7 days a week to all employees globally
through a dedicated Web site, telephone number and
fax line.
In addition, ACS maintains a Dispute Resolution Process
(DRP) for employees not otherwise covered by a collective
bargaining agreement. The DRP allows ACS management
and employees to discuss concerns and/or resolve
disputes in a non-threatening, unbiased environment
under the coordination of the Ombudsman and/or Chief
Ethics Officer.
Through dedicated and vigilant management of our ethics
and compliance programs, ACS strives to be the company
of choice for employees, partners and clients alike.
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PEOPLE COMMUNITY
growth
Personal growth returns dividends
to employees, clients and investors
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.
Personal development, certifications
training and online library
Our learning and development programs, offered to
employees at all levels, are designed to develop the
future leaders of ACS.  We offer employees a one-
stop shop to assess all of their learning needs called
Expertise Zone (eZone), which includes a catalog of
nearly 1,900 different courses employees can take to
build competencies or close skill gaps.
Continuing Education and Tuition
Assistance
On top of the internal training we provide, ACS offers
continuing education programs through our college
relationships with institutions such as DeVry, Bellevue
University, University of Phoenix and Capella. We also
offer tuition assistance (up to $4,000 per calendar year)
to employees with more than one year of service.
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INNOVATION
Leadership
Development Programs
Manager Development Programs
Of course, we need strong managers to lead our
teams, and we know our employees want to develop
the skills that will help drive their careers. To address
those needs, we developed a program that builds
skills and capabilities around financial execution and
management; motivating, recognizing and retaining
employees; managing with metrics; problem-solving;
and negotiation skills.
Monthly Learning
Our monthly learning sessions focus on developing
leadership skills, including areas such as innovation,
situational leadership, managing across generations,
growing the business and global events and activities
that impact ACS’ business.
Executive Development
Recognizing that learning never ends, we’ve
implemented an executive development program to
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.
>
COMMUNITY
world community local focus
With more than 74,000 employees supporting
operations in more than 100 countries worldwide, ACS
is integrally involved in a large number of communities
around the globe. We recognize that each of those
communities is unique, with its own strengths,
challenges and needs. In order to best serve each
community, we encourage our employees to participate
in initiatives at the local level. ACSers identify local
organizations, charities and needs, and then work
together to donate their time, energy and resources. By
thinking globally, and acting locally, employees extend
our corporate philosophy to provide a solid foundation
upon which to improve the health, education, economy
and environment of all communities.
ACS’ corporate-wide community initiatives focus
primarily on inner-city youth, education, technology,
literacy and diversity.
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PEOPLE COMMUNITY
ACS Employee
Activity Councils
bring caring to local
communities
ACS’ employees are scattered across the globe,
which means we have the opportunity – and
responsibility – for tremendous positive impact on
countless communities around the world. And we
take that responsibility very seriously.
We believe we’ve found the right balance between
local focus and corporate support. We give local
business units broad authority to identify and
support programs that are important in their own
communities while we provide broad support and
guidance at the corporate level. The result is a large
“patchwork quilt” of programs that help literally
hundreds of thousands of people every year.
In order to bring some structure and continuity
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
local level; create sub-committees to coordinate
and implement local projects; and review and
share information throughout ACS about the
progress of active projects. The EAC meet
regularly to network, share success stories, ideas
and best practices around how to get people
involved, how to identify local volunteer needs and
how to connect to local programs.
ACS also maintains an employee portal that
includes a toolkit for EAC, as well as an area
where local volunteer projects and events are
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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INNOVATION
posted. Employees can visit the site to see
what’s happening, sign up to participate
and learn more about volunteering in their
local communities.
Because of its commitment to local projects,
ACSers are engaged in literally hundreds
of community projects at any one time,
including:
Bringing Joy to People in Need
During the 2008 holiday season many ACS
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.
At the New York State Child Support
Processing Center in Albany, New York,
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.
Breast Cancer Awareness
October was Breast Cancer Awareness
Month and ACSers in the Tucson, Arizona,
office held their annual Passionately Pink for
the Cure event. During one week in October,
employees donated $5 to the cause and
wore jeans to work for the week as a show
of support. Employees added more fun to
the effort by playing games such as “Find
the Pink Items” around the office. There was
also a breakfast to earn additional donations
for the Susan G. Komen Foundation.
>
COMMUNITY

Disaster relief Below is a sampling of ACS’ international and local

sponsorships and community programs.
ACS provided 30,000
emergency prescriptions during the
ACS is uniquely positioned to help communities impacted by hurricanes and other - ACS Dental Initiative
2008 hurricane season
natural disasters – communities in desperate need of emergency assistance. In times - ACS Holiday Helpers
of emergency, we’re able to deploy our well-established systems to help communities
- Back to School Lunches for the Teachers
prepare for a disaster, reduce its potential impact, maintain continuity of essential services
and care for their citizens. - Blood Drives
- 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 ACS is an international civic
leader in the communities
medical equipment at negotiated market rates for those without health insurance living in, - Health Awareness Walks and Campaigns where we work and live. We
or evacuated from, disaster areas. During the 2008 hurricane season alone, the program have corporate memberships
- Adopt-A-School Programs
filled more than 30,000 prescriptions for affected residents. in several civic associations
- Mentoring across the globe. Also, most
ACS offices are members of
Rebuilding and Repair - School Supply Drives their respective Chambers
of Commerce and various
- Food Drives
We assist state governments in disaster recovery by providing grant management local civic associations,
services for residents rebuilding from hurricanes. For example, in Louisiana, ACS - Housing Services of North Texas strengthening the connection
to our communities while
administers eligibility and grants determination, and oversees construction for the - Junior Achievement fostering a spirit of contribution
Small Rental Property Program, which provides federal funding for property owners - Kym’s Kids - Holiday gifts
and cooperation.

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

- 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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PEOPLE COMMUNITY INNOVATION
COMMUNITY

Readers Are Leaders To date we’ve reached over 500 first and second
ACS Education Outreach prepares future ACS piloted its Readers Are Leaders program in graders, and the program continues to grow into

workforce and leaders 2007 with 120 students. Through this program,
ACS partners with local elementary schools
new communities.

Adopt-a-School Programs
to design a reading incentive program that
ACS Philanthropic Foundation encourages students to read and write about
The Adopt-a-School program enables ACSers
As a service company, we know we wouldn’t be what we are without our people, so we recognize to develop a partnership with a local school
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 to provide mentors, volunteers, school supply
of books, and ACS purchases a set for each
the ACS Philanthropic Foundation, a 501(c)(3) organization that assists in furthering educational drives, career days, leadership skills, holiday
classroom. To roll out the program, ACS provides
outreach in the communities where our employees serve. The Foundation provides programs that assistance for needy families, student incentives,
each student with a book report journal, pencil
address the needs of education and technology enrichment to students in inner-city schools teacher appreciation and much more. We have
and bookmark. Students who read and complete
and communities. helped literally thousands of students in school
a book report on at least 12 books receive a
systems all over the country.
certificate and other rewards. The students
The Foundation currently supports and administers several educational programs:
who read the most books from each class Internship Programs
World of Work ACS Academy receive special “Readers Are Leaders” gifts and At many of our locations throughout the U.S.,
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 we sponsor college interns looking for summer
of Work and local high school business high school students an opportunity to gain to pick out a few favorite books. As added work experience. The locally operated programs
programs to teach, motivate and challenge practical work experience in a professional motivation, classrooms compete to see which provide 20 to 30 college students each year with
high school students as they prepare for business environment while earning academic one can read the most books, and the winning real world experience to help them build their
the workplace. ACS presents modules credit. This program introduces students to classroom celebrates with a pizza party. future careers.
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 Winners for Life Foundation
the gap between school and work. Through the afternoon.
ACS is proud to be the founding corporate sponsor of the Winners for Life Foundation, which
this program, we establish a strong base of
Students work five days per week and reaches out to young people who exhibit drive and determination to assist them in overcoming
future employees – not only for ACS, but for
a minimum of three hours per day. The challenges to achieve their education goals.
the entire community. This program impacts
program includes student evaluation – just
about 150 students each year. 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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PEOPLE COMMUNITY INNOVATION
COMMUNITY
USA Military Support
For more than five years, employees at ACS
have put together care packages for other ACS
employees currently serving in the USA military.
Through this program, volunteers send care
packages to each ACS employee on military
leave, one around the USA Independence Day
and another during the American holiday season.
Volunteers
research items
that are in high
demand in the
regions where the
USA military is
based, as well as
those that will hold
up to the harsh
environments in which many of their colleagues
serve. We also seek items that will bring some joy
to their friends in the military – portable DVD or
music players – as well as things that will remind
them of home.
We’re also proud of our recently launched USA
Military Pen Pal Program. This initiative enables
USA-based ACS employees to “adopt” other USA
ACS employees who are on active military service,
giving ACS the opportunity to get involved and help
our colleagues in the military and their families.
Our program pairs individuals or their offices with a
fellow ACS service man or woman. The home pen
pals can send letters, goodies and e-mails to keep
in touch with our troops and let them know how
much we appreciate their service.
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Dental Outreach
In 2004, ACS’ Government Healthcare Solutions (GHS)
group launched the ACS Dental Outreach Initiative with
the goal of building an educational campaign that would
promote fundamental improvements in the dental health
More than 25,000
children at 73 locations have been
status of at-risk and underserved children. Tooth decay
educated about dental health.
is the single most common chronic childhood disease,
according to the American Dental Association and the
American Academy of Pediatricians, and children from
low-income families suffer twice as many dental cavities
as their peers. We’re committed to continue working in
partnership with dental societies and associations, local
schools and churches across the country to improve
outcomes for these children.
The program usually takes place at schools and attendees
receive education on proper dental hygiene, as well as
on-site oral screenings by licensed dental professionals.
For many children, our program is their first dental check-
up. To help reinforce new behaviors learned during the
educational session, we present each child with take-
home products, including a toothbrush, toothpaste,
brush/floss calendar, parent education literature and the
results of the screening evaluation. In some instances,
severe and critical dental problems are identified early,
and immediate emergency treatment is provided by the
participating dentists after consultation with families.
With tremendous success in Georgia – our first partner
state – word of this program spread to other states through
dental partners and ACS clients, and it became widely
recognized as a viable dental health education program.
Since its initial launch in 2004, GHS has expanded the
program to include Florida, Mississippi, Washington, DC,
Texas, Maryland, Tennessee and Louisiana. To date, we’ve
educated more than 25,000 children at 73 locations.
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 The ACS sponsored Dental Outreach Program brings dentists and engaging programs to young
students at schools.
expand. We receive requests to bring the program to local
communities, and plans to address this growing need are
in place.
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PEOPLE COMMUNITY INNOVATION
INNOVATION

ACS reduces cost and Better information means smarter care – and smarter
care means a more effective and more efficient health
improves quality of care system. ACS Government Healthcare currently

healthcare for provides services to 35 states and the District of

Columbia that are promoting a healthier population and
patients worldwide
ACS expertise in action
reducing Medicaid expenditures.

innovation
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
Operational efficiency and effectiveness are individual in the population has a health plan tailored to
the core business of ACS. Our own success meet their specific needs and conditions.
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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PEOPLE COMMUNITY INNOVATION
INNOVATION
In this phase, ACS HCS fully deployed a
laboratory information system (LIS), radiology
information system (RIS) and picture archiving and
communications system (PACS). In addition, ACS
interfaced these state-of-the-art systems with the
current patient administration system (PAS).
ACS HCS also established an office in Malta
– staffed with a team of senior-level project
managers with deep and broad knowledge of
healthcare – and employed and trained local
personnel to assist with long-term management of
the project. This structure ensures that the citizens
of Malta benefit from both world-class experience
and local expertise.
The first system “go-live” was achieved in a
record 55 calendar days and was accomplished
in conjunction with the hospital service migration,
while also completing the necessary operational
reforms. The project continues to achieve success
by extending its solutions to four additional
hospitals via remote, real-time viewing of
diagnostic images and results.
Mater Dei’s 150 laboratory scientists conduct
4.5 million tests each year for healthcare
professionals throughout Malta. Replacing largely
manual processes, the systems we’ve installed
speed the turnaround of test results, increase the
accuracy of test data and patient information,
enhance the legibility of critical reports and
provide better access to patient demographics
and specimen records, all improving the quality
and efficiency of healthcare delivery. In addition,
all images are available in common archives,
so patient histories are more quickly and easily
accessible, speeding and improving care on an
ongoing basis. And the systems are scalable,
so the client will be able to accommodate the
needs of the government as it addresses future
healthcare services and improvements.
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Montana Medicaid: Improving Care
One Person at a Time
ACS’ experience in Montana is just one example
of our efforts to improve health outcomes. In 2005,
Montana became the first Medicaid program in
the nation to allow authorized providers (including
physicians and hospitals) to access claims-based
medical history to improve service to Medicaid
recipients at the point of care.
ACS worked with the Montana Department of
Health and Human Services (DPHHS) to create a
solution to provide a claims-based medical history
for each Montana Medicaid client. As the state’s
Medicaid fiscal agent, ACS manages the treatment
history data on each of the 112,000 Medicaid
clients resulting from claims processing activity.
Authorized primary care providers can access the
treatment history data through the state’s Medicaid
portal, providing a more comprehensive view of a
patient’s medical history, which aids coordination of
care – a primary goal of the program.
Knowledge of a patient’s clinical history can also
significantly lower costs, by eliminating redundant
lab tests or reducing unnecessary emergency room
visits. Also, providers can accurately prescribe drug
therapy for their Medicaid clients since all previously
prescribed drugs by any other Medicaid provider
can readily be reviewed.
With input from the provider community, ACS
developed and implemented a new electronic health
record capability in December 2005 that significantly
enhanced the state’s provider-based primary care
management (PCCM) program by allowing primary
care physicians to review complete multi-year
records of procedures provided by providers for an
individual patient. The availability and usability of the
information improves patient care.
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PEOPLE COMMUNITY INNOVATION
INNOVATION
Interactive Systems Improving Care
in Missouri
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,
previous inpatient or outpatient encounters and
diagnoses and diagnostic tests ordered. Also impacted
were public health agencies, which were limited in
their duties of disease surveillance management and
response capabilities by paper-based health records.
To address this need and help Missouri move away
from paper-based health records, ACS developed a
suite of electronic health record applications (EHR)
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.
Since their introduction, our EHR tools have
been instrumental in improving health care and
communication throughout Missouri. These
applications allow identified care gap information to
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be sent real-time to the place where it matters most:
the point-of-care between the provider and the patient.
Our system also identifies potential adverse drug
interactions and sends them directly to the provider.
We support Missouri’s preferred drug list (PDL) by
allowing providers to check the PDL status of drugs
and determine if the drug will meet pre-authorization
criteria prior to submitting the prescription. Doctors
have access through CyberAccess to profile reports,
allowing full comparison to their peers on treatment
of specific diseases. Providers have the ability to
identify deficiencies in the treatment plans as well as
to manage key quality indicators. The result provides
knowledge to the people who are able to make the
most use of this information – the doctor or the
pharmacist.
ACS provides a set of capabilities that work together
– touching the provider, patient and pharmacist – in a
way that delivers clinical insight into the health status
of every patient in the Medicaid population. The result
is improved health outcomes, reduced costs and a
healthier population over the long term – one person
at a time.
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PEOPLE COMMUNITY
ACS speeds help to those most in need
ACS has been an innovator in the electronic payment the need to pay for money orders or incur expensive
card (EPC) industry, recognizing the extraordinary and check-cashing fees. In fact, the State of Georgia has
wide-ranging benefits that can be packed into a 2-inch estimated that child support recipients save about $7
by 3-inch plastic card – and moving away from paper- to $15 per month in check-cashing fees, ATM fees
based programs. and money order fees. Recipients also can track their
purchases and inquire about balances, and they have
Two decades ago, the administration of the federal
a tangible mechanism to better manage their finances.
Food Stamp Program was a cumbersome and
expensive process. The government printed millions 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
associated with waste, fraud and abuse. ACS was an 100,000 checks a month.
innovator in helping to move from paper food stamps
Lost or stolen cards can be cancelled and replaced,
to the new plastic cards called Electronic Benefits
and incidents of forgery are dramatically reduced.
Transfer (EBT) and supported the nationwide rollout of
that important program. ACS currently manages 24 EPC programs for state
and federal clients. With tighter budgets and greater
After significant investments and numerous technical
community needs, other states are considering the
innovations over the course of several years, we’ve
move as well.
expanded the use of electronic payment cards to other
forms of assistance including Temporary Assistance
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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INNOVATION
INNOVATION
ACS innovation begins @home
Since its founding, ACS has been committed
to applying technology to improve the lives and
working conditions of the people who contribute
to making ACS a success – our employees.
We’ve long seen the use of technologies that
enable people to work from home as a win-win-
win: employees avoid daily commutes and gain
valuable personal time to spend with their families;
ACS is able to attract and retain the best people;
and, together, we’re able to minimize our impact
on the planet through reduced commutes and a
smaller real estate footprint.
In 2007, we formalized our commitment to
providing a flexible work environment by
establishing ACS @Home. This program is
targeted for hourly employees (although many of
our salaried workers also take advantage of the
opportunity) because we think those employees
can reap the greatest benefit from the cost savings
generated by enabling them to perform their
customer service and data entry jobs seamlessly
from their own homes. Through this program, ACS
clients and their constituents receive the same
great service, while ACSers can spend work time
doing just that – working, not commuting.
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ACS @home reduced CO 2
3,000 metric tons.
That’s over 2.75 tons per
participating employee.
While the program’s main objective is to improve
our employees’ quality of life, ACS also benefits
by reducing attrition and improving the quality of
candidate we attract and retain.
We currently have more than 1,400 hourly
employees (along with hundreds of salaried
employees) working from homes dispersed
broadly across the U.S. ACS plans to expand the
program exponentially over the next several years.
To date, the results are remarkable:
• Employees save an average of 200 hours per
year by commuting – more than one month
of work days! That’s time that they can spend
at home and in their communities rather than
on the road driving to and from work. Plus,
employees realize the added benefits of
reduced spending on fuel and costly wear-
and-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.
Employees save an average of200 hours per year
by reduced commuting – more than one month of work days!
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PEOPLE COMMUNITY INNOVATION
INNOVATION
Earth-wise ACS Initiatives
ACS Prepass solutions help decrease oil consumption, emissions
and deforestation
For safety reasons, trucks in the U.S. are
routinely inspected at state weigh stations as
they move materials around the country. In
1997, state transportation and trucking industry
leaders – through an organization called Heavy
Vehicle Electronic License Plate (HELP) – created
PrePass, an intelligent transportation system that
electronically verifies the safety, credentials and
weight of commercial vehicles at participating
state highway weigh stations, commercial
vehicle inspection facilities and ports of entry.
The PrePass system captures necessary data
through transponders as trucks drive by stationary
roadside recorders at highway speeds, greatly
reducing truck idling time and improving cargo
delivery efficiency. (Yes, we really do weigh trucks
at highway speeds!)
Since its inception, the ACS-administered PrePass
program, has grown steadily. Today, the program
includes 29 states, more than 85,000 carriers and
nearly 420,000 trucks in its network. Together,
HELP Inc. and ACS continue to explore new lines
of service – such as PrePass Plus, a system that
allows participating trucks to pay their bridge and
PrePass eliminated more than
4 million idling hours and 49,488 tons of emissions.
That’s the equivalent of taking nearly 10,000 cars off the road.
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toll road fees electronically at E‑ZPass electronic
toll collection (ETC) facilities, all using a single
transponder – aimed at reducing idling time,
improving efficiency and reducing cost.
PrePass provides exceptional results, benefiting
the public, government and motor carrier industry.
Its impact on the environment alone has been
substantial. Since 1997, the program has saved
an estimated 132 million gallons of fuel and
reduced emissions by nearly 300,000 metric
tons. In addition to conserving fossil fuel, PrePass
significantly mitigates air pollution. According
to the U.S. Environmental Protection Agency,
nationwide about 500,000 long-haul trucks
idle their engines an average of eight hours per
day, emitting 180,000 tons of nitrogen oxides
annually. In 2008 alone, On top of the significant
environmental benefits, participating states can
reallocate inspection staff to address other critical
highway safety concerns, saving money and
improving highway security for all citizens.
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PEOPLE COMMUNITY
individual car usage
reduced by an average
of 15%
Public Transport: SYTRAL Sytral turned to ACS for our expertise in both
smart card technology and transportation process
Toward the end of the 1990s, the public transport
management to help them address these challenges.
agency of greater Lyon, France, named Sytral, faced
major challenges, namely excessive fare-dodging and Since 2001, when ACS first implemented Sytral’s smart
an increasingly high number of cars driven into the card program, we’ve worked in partnership with Sytral
city center each day. With a population exceeding as they’ve grown and improved the system. To help
1.3 million, the greater Lyon area had a lot to gain by them achieve their aggressive goals, we’ve introduced
addressing these challenges. a number of new technologies, including new fare
products, the extension of the ticketing system to new
At that time, Sytral managed about 200 million public
tramway lines and a new access control gate system.
transportation transactions each year, and it was
As Sytral’s system has expanded, we’ve enhanced
estimated that nearly 20 percent of the city’s annual
the ACS solution to accept the new smart card tickets
revenue was being lost to fare dodging – money that
could have been spent improving service and increasing
of the regional railroad network, offering a seamless
multimodal transport ticketing service. Ultimately,
ridership. At the same time, Sytral also was developing a
these changes contributed to a 50 percent reduction
large and complex transport system, one that ultimately
in fare-dodging and related issues across Sytral’s
would cover 64 cities and stretching over 613 kilometers,
1.4 million trips per day. It also helped drive annual
including 4 subway lines, 2 funiculars, 4 tramway lines,
ridership growth about nine percent per year over the
97 bus lines, 7 trolley bus lines, 106 school bus lines
past 10 years.
and 9 park-and-rides. Clearly, if Sytral were to reduce
fare-dodging and encourage ridership, it would have to
implement a simple, seamless ticketing system.
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INNOVATION
INNOVATION
GREENING IT
A green ACS environment involves physical changes in
our work spaces and behavioral changes among our
employees. We’ve developed a comprehensive Green
IT initiative within our own organization to establish best
practices for implementation and adoption, as well as
to reduce costs and create a replicable solution for
our clients.
We’re focusing our efforts on initiatives that will
maximize the efficient use of our assets from the design
of our data centers to the ways in which our people
interact with one another and our clients.
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ACS Central PC Energy Management
reduces a single desktop computer’s
power consumption by 60 percent.
Data centers require power and cooling for everything to
function properly. But, that doesn’t mean these centers
have to be wasteful. By changing the way we configure
our data centers, ACS reduces consumption and
continues to delivers the highest standard of service.
Server Optimization
A typical data center may consist of 15 to 20 servers,
all operating at 20 to 30 percent capacity. Using server
virtualization software, ACS can consolidate processing
into a single unit operating at 100 percent capacity,
accomplishing more with less and reducing the physical
size of our facilities and the power they consume.
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PEOPLE COMMUNITY
Recycle (ZERO Landfill Policy)
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
ringing. ACS is taking advantage of collaboration and
Alternative Energy 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
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
and intend to expand the service to include other
networked devices. The solution, which uses the power
management software of BigFix, enables us to reduce
a single desktop computer’s power consumption by
as much as 60 percent. The solution allows our IT
administrators to centrally manage and continuously
enforce power management policies on all corporate
PCs without sacrificing manageability, usability or
security. In addition, the service provides graphical,
web-based reports of the power management progress
and a “what-if” scenario calculator projecting savings for
any policy changes.
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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INNOVATION
INNOVATION

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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PEOPLE COMMUNITY INNOVATION
INNOVATION

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
BIG comprises two main channels: (1) a series of communications delivered electronically to
including individuals at all levels and functions of who help build plans for each office and serve as
raise environmental awareness among Buck employees; and (2) the formation of a group of local
the organization – from entry-level consultants to point of contact on green efforts. BIG champion are
coordinators, or BIG champions, to help build plans for each office and serve as a point of contact on
directors, principals and other executives in all lines located in each Buck office and are responsible for
our green efforts.
of business. developing a green business plan. BIG Champions
have a monthly conference call to network and share
Communication goals were to:
ideas and successes.
• Effectively launch the BIG program, and raise
Expanding the effort
awareness and engage employees in the topic
Buck is expanding the BIG program to their clients
of “green” – to get them thinking about the
and prospects to help them reach their employee
environment and what they could do to be more
audiences, and ultimately help to raise environmental
eco-friendly – and then taking action.
awareness globally. Buck initiated that effort through
• Demonstrate a commitment to, and leadership the launch of the first “Greening of HR Survey” in late
in, the green movement. By creating interactive 2008, with results released early in 2009. Through this
communications, Buck sought to broaden effort, Buck expects to raise organizational awareness
stakeholders’ understanding of the company’s of sustainability issues and demonstrate the impact
engagement in green initiatives. 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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PEOPLE COMMUNITY INNOVATION
 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
disbursing more than $4.6 billion in new student loans every year;
• Processing about one million credit card applications annually;
• Providing human resources services to more than 4.4 million employees
and retirees in 130 countries;
• Annually processing about 90 million child support payments worth
$14 billion;
• Supporting 325,000 desktop computers and operating more than
20,000 mid-range systems and servers globally;
As a Fortune 500 Company with approximately
74,000 people, our presence is wide, supporting
client operations in more than 100 countries. But our
contribution to our clients’ business success runs deep
– by simplifying their business processes and improving
their information technology capabilities.
Our clients tell us we’re responsive to their business
needs, flexible to their changing priorities, reliable for
delivering results, and acting with integrity at all times.
This is our “Expertise in Action.”
Learn more about ACS at http://www.acs-inc.com.
Financial Information
We were incorporated in Delaware on June 8, 1988.
Our corporate headquarters is located in Dallas, Texas.
We are a Fortune 500 and S&P 500 company. To see
our most recent financial information, please click here.
History
Darwin Deason founded ACS as a bank data processor
in 1988. To see ACS’ complete history, please click here.
Locations
ACS delivers Operational Excellence through our global
infrastructure and global production model. To see ACS’
listing of our global locations, please click here.

• Keeping people healthy by handling 650,000 Healthcare Savings

Accounts (HSA), making ACS one of the top HSA administrators.

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PEOPLE COMMUNITY INNOVATION
 See inside front cover.

Copyright © 2009 Affiliated Computer Services, Inc. All rights reserved.