High Performance Starts Here Annual Report 2004 High Performance Starts Here Annual Report 2004 Annual Report 2004 How is it that a select number of companies and government organizations consistently outperform their peers and deliver value to stakeholders, regardless of circumstances? Accenture’s hypothesis is that these enterprises, seemingly so different in external detail, actually share common underlying behaviors and characteristics that can be identified, measured and replicated. Accenture’s High Performance Business initiative is dedicated to investigating this premise and applying what we learn to help our clients become high-performance organizations. When it comes to high performance, what we promise our clients is what we promise our shareholders. The Accenture Annual Report 2004 provides an overview of this High Performance Business story. www.accenture.com Contents Accenture at a Glance Financial Highlights Letter from Our Chairman Letter from Our Chief Executive Officer Delivering High Performance to Our Clients Barclays BP Petrochemicals Telecom Italia Neptune Orient Lines Victoria State Government Pfizer Fiscal 2004 Financial Performance Maximizing Our Investment in People Financial Statements Financial Notes Board of Directors and Executive Leadership Team Shareholder Information Cover Foldout 1 3 4 10 12 14 16 18 20 22 24 30 36 38 39 40 On the Cover Collaboration among Accenture people from around the world helps drive high performance for our clients and accelerates Accenture’s own journey to high performance. Pictured in discussion are, from the left, Jan Jochen, Frankfurt; Vanessa Monestel, Paris; Monica Kovach, New York; and Ned Nicol, London. Accenture—At a Glance Accenture is a global management consulting, technology services and outsourcing company. Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments. With deep industry and business process expertise, broad global resources and a proven track record, Accenture can mobilize the right people, skills and technologies to help clients improve their performance. The company has more than 100,000 people in 48 countries. High Performance Starts Here Accenture’s success has been based on balanced, organic growth in a select number of markets. Each area of focus is chosen for expansion potential, for diversification of geographic and sector risk, and for complementary fit with the rest of our offerings. Accenture’s business includes: • Outsourcing—including application outsourcing, infrastructure outsourcing and business process outsourcing (BPO). Our BPO businesses are organized by functional areas (human resources, finance and accounting, learning and procurement) and by industry (airline, utilities, insurance and government). • Five operating groups—Communications & High Tech, Financial Services, Government, Products and Resources—together comprising 18 industry groups. • Five consulting service lines—Customer Relationship Management, Human Performance, Finance & Performance Management, Strategy and Supply Chain Management. • A Global Delivery Network of more than 40 centers, providing technology and outsourcing services around the world. • Technology professionals who leverage leading- edge technologies, applications and our systems integration expertise to help clients identify new opportunities and drive business improvements. • Accenture Technology Labs—a technology research and development organization combining deep technical and scientific expertise with business know-how. • Alliances with established and early-stage tech- nology companies whose offerings or capabilities complement our own. For more information on Accenture’s organization and capabilities, go to www.accenture.com/services. Revenues Before Reimbursements1 US Dollars in Millions Years Ended August 31 Compound Annual Growth Rate 1989–2004 16% 2004 2003 2002 2001 2000 1999 1998 1997 1996 1995 1994 1993 1992 1991 1990 1989 $ 13,673 11,818 11,574 11,444 9,752 9,550 8,215 6,275 4,942 4,001 3,220 2,833 2,583 2,256 1,876 $ 1,433 Revenues Before Reimbursements by Operating Group 2004 Percent Change 2003 Percent Change 2002 2 Percent Change Communications & High Tech Financial Services Government Products Resources Other Total Revenues Before Reimbursements $ 3,741 2,771 1,995 2,979 2,178 9 $ 13,673 14% 18 26 14 11 (20) 16% $ 3,290 2,355 1,582 2,613 1,966 12 $ 11,818 3% 0 20 (3) (2) 20 2% $ 3,182 2,366 1,316 2,696 2,005 9 $ 11,574 (2)% (10) 31 3 4 (51) 1% Revenues Before Reimbursements by Geography EMEA 3 Americas Asia Pacific Total Revenues Before Reimbursements 2004 Percent Change 2003 Percent Change 2002 Percent Change $ 6,572 6,133 968 $ 13,673 23% 8 22 16% $ 5,353 5,671 794 $ 11,818 8% (3) 2 2% $ 4,963 5,836 775 $ 11,574 11% (5) (8) 1% $14,000 12,000 10,000 8,000 6,000 4,000 2,000 0 20012 $ 3,238 2,627 1,003 2,624 1,933 19 $ 11,444 2001 $ 4,484 6,113 847 $ 11,444 1 This chart reflects revenues before reimbursements (“net revenues”). Reimbursements include travel and out-of-pocket expenses and third-party costs, such as the cost of hardware and software resales. Reimbursements are included in revenues, and an equivalent amount of reimbursable expenses is included in cost of services. Reimbursements and reimbursable expenses are disclosed separately in our Consolidated Income Statements. Data presented for the twelve months ended August 31, 1997, and prior periods are derived from unaudited financial information. 2 3 2002 and 2001 operating group revenues before reimbursements have been restated to conform with current-year presentation. EMEA includes Europe, Middle East and Africa. US dollar amounts in millions. Accenture delivered strong results in fiscal 2004. Twelve months ended August 31, 2004 Growth in revenues before reimbursements 16% 12.9% 16% Growth in diluted earnings per share Operating income as a percentage of revenues before reimbursements $1.5B Free cash flow Defined as operating cash flow of $1.8 billion net of property and equipment additions of $0.3 billion 74% From our initial public offering in July 2001 until the end of fiscal 2004, Accenture delivered a 74 percent return to shareholders during a time when the S&P 100 index declined 14 percent. Fiscal 2004 results would rank Accenture at the top relative to the S&P 100 companies: 1st 5th 6th 56% return on invested capital 17% return on assets 59% return on equity See Financial Notes on page 38. 2 From Our Chairman Joe W. Forehand, Chairman probing on issues as diverse as financial controls, growth strategies, leadership development, risk management and ethics and compliance have made Accenture even stronger. I am also excited about the opportunity to continue to work with our clients and client teams, as well as contribute to our business strategy. Bill and I are very pleased to be able to represent Accenture to our clients and the global community and to further strengthen our leadership position at this dynamic time for our business. I am honored to be a member of this great team and look forward to working with Bill in continuing to build Accenture’s legacy of success. To Our Stakeholders: Accenture had a phenomenal year in fiscal 2004, exceeding most of our own goals and performing at the highest levels compared with the world’s leading companies. We accomplished a lot in a challenging environment, and I’m extremely proud of all members of the Accenture team around the world. Their efforts give meaning to the words “High Performance Delivered.” Looking ahead, I am very pleased that Bill Green has succeeded me as Accenture’s chief executive officer. His strong leadership, knowledge of our business and passion for our people and clients make him especially suited to lead our company. In the following pages, Bill will share with you what sets Accenture apart. With Bill now our CEO, I continue to chair the board of directors. Our board has shown extraordinary leader- ship. Our directors have guided us as well as challenged management on the journey from our initial public offering to being a well-managed public company. Their focus on good governance and their continuous Joe W. Forehand Chairman December 15, 2004 3 From Our Chief Executive Officer Bill Green, Chief Executive Officer To Our Stakeholders: It is my pleasure to share this annual report with all of you. I’m honored to lead this great enterprise and proud of the entire Accenture team for the results we deliv- ered in fiscal 2004. Despite the challenging economic environment we faced, especially early in the year, we executed our strategy and demonstrated our ability to help our clients in both the commercial and government sectors achieve high performance. When we look at our own performance as a company, we are serious about driving it to the highest level within our industry. This is critical to being a credible partner with our clients in helping them achieve their desired business outcomes and realize their aspirations. Over the past several years, we’ve set the bar high and delivered even more. In fact, we have the highest return on invested capital (ROIC) relative to the companies in the S&P 100. (See Financial Notes on page 38.) We have delivered higher total return to shareholders since going public in July 2001 compared to the S&P 100 and S&P 500 indices. In that same period, we’ve expanded our operating margins and grown earnings per share on average more than 10 percent per year. We’re proud of our results, yet we know from our own High Performance Business research that it is 4 challenging to stay on top year after year. As we con- tinue on our own journey to high performance, we have several areas of focus: delivering exceptional results to our shareholders, helping our clients achieve high perfor- mance and maximizing the capabilities of our people. Delivering results to our shareholders Let me share our fiscal 2004 results in detail. Reve- nues before reimbursements (“net revenues”) were $13.67 billion, an increase of 16 percent in US dollars and 9 percent in local currency. Our net revenue growth for fiscal 2004 would rank Accenture 25th relative to the companies in the S&P 100. We had net revenue increases in each of our five oper- ating groups and across all three geographic regions. Our consulting business grew 7 percent in US dollars and was flat in local currency. Also, our outsourcing business continued to grow. Outsourcing net revenues increased 35 percent in US dollars and 28 percent in local currency, and out- sourcing is now 37 percent of our total business. Overall, we continue to stay on course with our four key financial objectives: growing revenue ahead of our indus- try; maintaining/enhancing operating margins; achieving double-digit growth in earnings per share (EPS); and maintaining a strong balance sheet and cash flow. Accenture is on its own exciting journey to achieving and sustaining high performance. Our continued focus on driving efficiencies throughout our organization, improving our selling processes and increasing our utilization rates all contributed to our success. We have a healthy balance sheet, a strong cash position and a promising outlook for fiscal 2005. Helping our clients achieve high performance A key factor to our success is our strategy to help our clients become high-performance businesses and gov- ernments. You’ll read more about the concept of High Performance Business in this report, but essentially high performers consistently exceed their peers in rev- enue, profit growth and total return to shareholders. The notion of achieving and sustaining high perfor- mance is a powerful concept. It resonates with our clients and the industry executives I meet with person- ally. They understand this outcomes-oriented approach and believe it dramatically differentiates Accenture from any of our competitors. Our success is measured by our clients’ success. We’re confident we have the right strategy and have demonstrated that we can execute it fully. We bring the best of Accenture to our clients by collaborating with our alliance partners, leveraging our strengths in execution and delivery, and harnessing our expertise in the area of technology innovation. An impressive example is our work with the US govern- ment on its United States Visitor and Immigrant Status Indicator Technology (US-VISIT) program, one of the largest technology programs ever undertaken by the US government. The Accenture-led “Smart Border Alliance” was selected in June 2004 by the U.S. Department of Homeland Security to develop and implement a new border management system to be deployed at the more than 300 air, land and sea ports of entry. (See the story at the top of page 7.) Another example of our unique approach and differen- tiation is our Global Delivery Network. With more than 40 delivery centers, we’re able to deliver a variety of technology services including applications development and maintenance, software reengineering, systems integration and business process outsourcing to clients around the world. Clients such as DuPont, Providian, Royal & SunAlliance and XM Satellite Radio lever- age this network, which brings together the right mix of people, skills and capabilities working under indus- trialized processes and practices. The network enables Accenture to quickly meet clients’ needs virtually anywhere in the world. Accenture also remains a leader in the area of tech- nology innovation, and we spent a total of $272 million on R&D in fiscal 2004. Whether ideas or patented 5 innovations come from our capability groups, our work with clients or the Accenture Technology Labs (our dedicated technology R&D organization), Accenture people at all levels continually seek to understand new technologies and create innovative and practical indus- try applications for our clients. For example, at Galp Energia, Portugal’s leading energy company, we developed and implemented Galp BioPay, a payment system based on a customer’s biometric identification—in this case, his or her fingerprint. Galp’s gas station network is the first in the world to use this type of payment system, which is dramatically reducing customer transaction times, as well as preventing card identity theft and other costly forms of fraud. Working with the Dulles Greenway in the United States, a privately owned toll road in northern Virginia, we have developed a solution to identify vehicles by taking digital photographs of something they already have— their license plates. Customers simply drive through “open” tollbooths without stopping. An account is cre- ated for each vehicle and the owner is billed at a later time, eliminating the need for tollbooths or transponder devices mounted inside the vehicle. This solution will help improve road networks and enable surrounding communities to decrease traffic congestion, reduce harmful vehicle emissions and reduce service costs. 6 Maximizing the capabilities of our people Accenture is a business that runs on the ideas, knowl- edge and know-how of the people who work here. And in a people-focused business, we have an obligation to ensure that every person at Accenture is educated, energized and inspired to drive our High Performance Business agenda forward. We take professional development seriously, and in fiscal 2004 we invested more than $400 million in developing what we believe are the best people on the planet in doing what we do. Our leadership develop- ment program, which builds on the idea of “leaders teaching leaders,” continues to be successful. Also during the fiscal year, more than 10,000 people attended our core curricula training courses, which are individually tailored to the distinct needs of Accenture’s workforces and the services our clients need. We take growth and career opportunities seriously as well. To ensure that our people have clarity regard- ing their careers, we have a series of programs under way to better define career paths, professional growth opportunities and rewards for our people at all levels across all our workforces. We also realize how important it is to foster an ethical work environment and relationships built on trust. US-VISIT: The U.S. Department of Homeland Security Nothing but high performance is acceptable when it comes to one of the primary and most visible mandates of the U.S. Department of Homeland Security: border management. In June 2004, the department selected Accenture to lead an alliance to design and implement the United States Visitor and Immigrant Status Indicator Technology (US- VISIT) program, which will help manage the entries and exits of non-US citizens, verify visitor identities, and support visa and immigration compliance. Together, U.S. Department of Homeland Security officials and the Accenture-led team, called the “Smart Border Alliance,” will design a system that transforms border management through the integration of databases, streamlined procedures, international data-sharing efforts and biometric technologies that support the work of US officials at home and abroad. A signature feature is the “Integrated Travel Folder,” a new type of person-centric, electronic profile that provides real-time information on the status of visitors to the United States. US-VISIT will help secure America’s borders while facili- tating trade and travel, as well as ensure the integrity of the immigration process while protecting individuals’ privacy—all defined by jointly determined measures. Our core values, along with our Ethics and Compliance Program and Code of Business Ethics, are designed to help ensure that everyone at Accenture acts in the best interests of our clients and our company at all times. Finally, we know how powerful and precious our brand is and how critical it is to live our brand each day. As a testament to our people “living the brand,” we improved our ranking in BusinessWeek’s “Best Global Brands” from No. 52 in 2003 to No. 50 in 2004. We will continue to strengthen our brand equity through our integrated marketing program featuring world-champion golfer Tiger Woods, which has been extremely success- ful in driving our “High Performance Delivered” brand positioning into the marketplace. Taking Accenture to the next level Just like the clients we serve, Accenture is on its own exciting journey to achieving and sustaining high performance. We are defining what that means for us, not only relative to our industry, but also as one of the world’s high-performing companies. I want to express my thanks and appreciation for the 100,000-plus men and women of Accenture around the world. They are the true “heart and soul” of this enter- prise, and we could not have achieved our results this year without their energy, passion and determination to drive our strategy in the marketplace and do what is right for our clients and our business. I also want to thank Steve James and Jack Wilson, two Accenture board members and executives on our leadership team who retired at the end of August. Steve will continue his relationship with Accenture in an advisory role as international chairman, focusing on key clients, external relations and coaching our operations management. Together, Steve and Jack served Accenture for more than six decades, play- ing key roles in helping Accenture become one of the world’s leading companies, and they both served on our board of directors from its inception in 2001. I believe we have an exciting year ahead, and I look forward to working with Joe Forehand, the board of directors and the entire leadership team to take Accenture to the next level of growth, innovation and high performance in fiscal 2005. William D. Green Chief Executive Officer December 15, 2004 7 High Performance Delivered What we promise our clients is what we promise our shareholders. No single element creates a high-performance business. It takes a special mix of factors, which have to be discovered and harnessed, then maintained and renewed. As we investigate and capture the drivers of business excellence on behalf of clients, we also apply that insight to ourselves so that we can deliver high performance to our investors. 9 Accenture delivers high performance to the marketplace. 10 High-performance businesses and governments around the world consistently outperform their peers, by quantifiable standards and through economic cycles as well as new generations of leadership. They create long-term value for all of their stakeholders—whether investors, customers, employees or citizens. We find that they see themselves not as being at an end point, but instead as being on a journey. The following pages present six examples of how Accenture is helping clients on their paths to high performance. For more client examples, go to www.accenture.com/client_successes. We operate as a global partner with the world’s leading companies. Number of software applications migrated to Accenture from Barclays’ UK retail bank 300+ Barclays 12 Barclays is one of the 10 largest banks in the world in terms of market capitalization, and operates in more than 60 coun- tries. Barclays and Accenture have had a relationship for several decades. Barclays’ strategy to achieve high performance includes a number of current initiatives with Accenture across Europe and Africa. In the United Kingdom, the bank’s strategy required improvement in the agility, efficiency and capability of its retail and commercial IT environment, through selective outsourcing. To that end, in June 2004 Barclays signed a six-year contract for Accenture to manage its IT applications development function related to its commercial and retail bank- ing systems. This is the largest outsourcing deal ever signed by the Accenture Financial Services operating group. In Spain, Barclays selected Accenture to help it transform its customer relationship manage- ment function. The Accenture solution integrates all the sales management tools from various product channels into a single customer-centered system—the Multi-channel Delivery Platform. It has led to major efficiencies in time spent by relationship managers—as much as 70 percent in commercial transactions. Accenture also has a number of other engagements with Barclays, including the application develop- ment and infrastructure renewal for its next-generation branch network in the United Kingdom, as well as business integration work for Barclays Spain’s recent acquisition of Banco Zaragozano. Customer Sean Gallagher uses a Barclays ATM in London. Accenture is managing the development of Barclays’ software applications to support state-of-the-industry retail banking services. 13 We help turn ideas into commercial reality. Days to develop breakthrough railcar GPS business system from concept to prototype 152 BP Petrochemicals Accenture worked with BP Petrochemicals to deploy wireless two-way communications devices mounted on railcars that let BP Petrochemicals employees track the company’s hazardous- chemicals shipments throughout North America. 14 The success of the concept project led to a subsequent seven-month pilot within one of the company’s North American rail sub-fleets. Within parent BP, the project won the prestigious “Innovation Award” and “Human Energy Award” in the company’s own Digital & Communications Technology Helios award program, which honors achievements that best support BP’s brand values. BP Petrochemicals, a subsidiary of BP p.l.c., is one of the world’s leading petrochemicals suppliers, operating large-scale manufac- turing plants in the United States, Europe and Asia, and serving a global customer base. Accenture has worked with parent BP since 1989. Accenture teamed with BP Petrochemicals North America to pioneer a custom-built global positioning and monitoring system for its hazardous- chemicals rail fleet. Believed to be a worldwide first in the chemicals industry, the solution relies upon the use of wireless two-way communications devices, solar panels and attached sensors on railcars. Additional Web-based software lets the company access and monitor real-time information on the location, temperature, product conditions and status of any shipment. BP Petrochemicals’ high-perfor- mance objective was to unlock value from its rail operations, in terms of rail asset utilization, supply chain efficiencies and hazardous materials tracking. Working with BP, Accenture built the proof-of-concept in five months, using ideas from current prototype developments already under way at Accenture Technology Labs. The project also leveraged Accenture’s network of technology partners and the deep chemicals industry supply chain knowledge of the Accenture Resources operating group. 15 Accenture helped Telecom Italia transform service relationships with customers who together hold more than 20 million accounts. Customers such as Federica Foltran benefit from streamlined Telecom Italia service and the introduction of new services. Telecom Italia We bring clients closer to their customers. Percentage of Telecom Italia customer service inquiries now resolved in one call 80+ 16 Telecom Italia is the largest telephony operator in Italy, with a wide range of services and products, and a growing presence in selected European and Latin American markets. Accenture has worked with Telecom Italia since 1993. In 2002, a change in ownership at Telecom Italia was the catalyst for a major revamping of the company’s business. One of the new management’s first priorities was customer service, an area in which Telecom Italia faced a history of diminished satisfaction levels. Part of the challenge was outdated information technology: The organization’s customer relationship management (CRM) process alone used multiple systems, which were only par- tially integrated and required extensive navigation to resolve customer issues. Under an aggressive two-year master plan, Telecom Italia and Accenture transformed the company’s CRM operations. During that period, Accenture collaborated with Telecom Italia to redesign, integrate and upgrade processes, systems and infrastructure. End-to-end processes were simplified to meet the needs of more than 12,000 customer service repre- sentatives and 5,000 sales professionals. A single CRM platform has replaced legacy systems for managing approxi- mately 20 million customer accounts. The new CRM system is helping Telecom Italia on its journey to achieve high performance. With the support of the new system, Telecom Italia was able to launch more than 300 new products and services in a one-year period. With its current approach, more than 80 percent of customer inquiries are now resolved in a single telephone call. 17 Neptune Orient Lines We help clients focus on their core capabilities. Cost savings commitment to NOL Finance & Accounting over eight years 30% 18 Singapore-based Neptune Orient Lines (NOL) is an integrated transport solutions company providing its global customers with high-quality container shipping services as well as end-to-end supply chain man- agement and logistics services. Accenture has worked with the company since 2002. NOL’s continued future as a high-performance business rests upon increased attention to its core capabilities of global transportation and supply chain management. In 2002, NOL signed an eight-year agreement with Accenture to consolidate and manage its global accounts payable, accounts receivable and fixed assets functions. NOL’s objectives are reduced non-core expenses and access to best-of- breed finance and accounting practices. Accenture has com- mitted to and is delivering cost savings of 30 percent against previous levels over the contract period, as well as jointly defined service-level objectives. More than 200 Accenture employees—chosen for language skills, multicultural experience and customer service orientation— support NOL around the clock and throughout the world, in 19 languages. These employees work directly with NOL’s own clients daily, a demonstration Accenture manages NOL Group’s transaction-based finance func- tions, allowing NOL’s own finance team to focus on creating value for the company’s core logistics and global container transporta- tion businesses. APL is the container transportation arm of NOL. of the high degree of trust in the relationship. The Accenture Shared Services Center in Shanghai is the physical hub of the work with NOL. But in partnering with Accenture, NOL also benefits from our long track record in finance and accounting, our outsourcing experience, and the geographic flexibility and scale offered by more than 40 delivery centers around the world. 19 We continue to expand long-standing client relationships. Client cost savings from implementing HR shared services with Accenture 30% Victoria State Government 20 The Victoria State Government in Australia provides an extensive range of services to more than 5 million citizens. Accenture has worked with Victoria since 1994. In 1995, Victoria’s two central government departments—Premier and Cabinet, and Treasury and Finance—identified an opportu- nity to establish a shared services capability to help them become high-performance enterprises. Human resources (HR) was selected as a target function for efficiency improvements along with finance and information technology. The goals were to provide access to high-quality professional HR services, deliver specified cost efficiencies, and allow the departments’ internal HR specialists to focus on their core responsibility of providing high- level strategy and policy advice. In 1996, Accenture won the initial five-year contract to provide HR support services. Accenture’s solution created a new, consolidated service deliv- ery model that gives the two departments’ 1,100 employees access to a single contact management center for all HR matters, including payroll and benefits, performance manage- ment and more. The model has enabled the departments to reduce transaction times signifi- cantly while maintaining high quality and consistency. The contract, which has since been extended twice, is believed to be one of the world’s longest- running HR outsourcing agree- ments. In 2004, the Victoria government expanded its relation- ship with Accenture by adding the Department for Victoria Communities to the agreement. In another demonstration of confidence, the departments have invited Accenture to participate more actively in services such as advising on complex industrial relations issues and measuring return-on-investment of training initiatives. Victoria State Government employee Penni Fisher consults with Accenture’s Leigh Maynes outside the Old Treasury Building in Melbourne. Accenture provides consolidated human resources services to several of the government’s departments. 21 We deliver innovative solutions to enable clients to manage scale. Efficiency improvements delivered to Pfizer through tax organization transformation 40% Pfizer 22 Pfizer is one of the world’s leading health care companies, and one of the five largest companies in the world in terms of total market capitalization in any industry. Accenture has teamed with Pfizer since 1992. Pfizer’s dedication to high performance is aptly contained in its mission to “become the world’s most valued company.” After Pfizer acquired Pharmacia in 2003, Accenture worked closely with Pfizer to help the company realize value from the resulting combined corporate tax division that had grown significantly in both global responsibilities and complexity. Accenture’s approach combined business solutions—for improved governance and transparency in process, data and knowledge management—with technology integration and organizational alignment. Within a year of engagement, Accenture had collaborated with Pfizer to complete the design and implementation of a new Pfizer tax service platform. Among other capabilities, the solution created a virtual work space by developing a user portal that integrates document manage- ment, reporting and analysis, process automation and ”balanced scorecard” performance metrics. The new capabilities are designed to enable Pfizer’s tax division to better manage the increased scale of company operations spanning thousands of tax jurisdictions and hundreds of legal entities. Accenture’s tax transformation work is part of a larger relation- ship with Pfizer that includes a number of post-merger integra- tion projects in recent years. These projects range from IT infrastructure integration to accounting process and system harmonization. Pfizer’s tax division is responsible for collecting data around the world on dozens of best-selling Pfizer products—including Celebrex, Viagra and Lipitor. Accenture helped Pfizer efficiently manage the increased tax complexity created by Pfizer’s acquisition of Pharmacia. 23 William Westerman and Tanya Leake from Accenture Technology Labs discuss an upcoming Innovation Workshop at the Palo Alto, California, location. Leaders from some of the world’s largest organizations attend these workshops to discuss tech- nology trends and collaborate with our R&D team. Accenture brings high performance home. 24 The essential high-performance business challenge for any organization is learning how to balance today and tomorrow. Leading organizations not only meet their current commitments to clients and other stakeholders, they also anticipate tomorrow’s developments—investing, testing and preparing for brand new markets to emerge. If necessary, they reinvent themselves entirely. How do we know? We’ve done it ourselves, as our financial performance demonstrates. In fiscal 2004, our results affirmed the relevance of our High Performance Business approach. In the marketplace, our objective is to help our clients achieve sustained improvement in business performance. Within Accenture, our goal is the same. We strive to apply what we learn from our work with clients to improve our perfor- mance and, in the process, put distance between ourselves and our competitors. In fiscal 2004, our results affirmed the relevance of our High Perfor- mance Business approach. We increased revenues, new bookings and employee headcount. These accomplishments are due to the investments and difficult deci- sions we made in previous years, and in turn are the foundation for what we believe will be even more impressive performance ahead. The balanced and widespread nature of our growth is just as important as the rates of increase. We achieved double-digit growth across all five of our operating groups and have won several large, multiyear agreements. Further, our work with clients today often com- bines business consulting, systems integration and outsourcing. Our clients Accenture’s high performance is based on strong client relationships—with leading companies and government entities. During fiscal 2004, a number of signature engagements—note- worthy for financial scale, global reach or pioneering nature—confirmed this approach. Accenture secured two major contracts with the UK National Health Service to help the organi- zation improve patient health care in northeast and eastern England. Also, we signed an IT outsourcing agreement with Diageo—one of the world’s leading premium drinks businesses—to develop, implement and support its enterprise resource planning systems on a global basis. Further, Accenture achieved 26 Number of our top 100 clients in fiscal 2004 that have been clients for at least five years 93 record-breaking new bookings of $20.1 billion during fiscal 2004, including agreements with clients such as Scandinavian telecom provider Telenor, consumer elec- tronics retailer Best Buy, online Marketplace eBay, apparel icon Levi Strauss & Co. and Finland- based metals group Outokumpu Oyj. (See Financial Notes on page 38.) We also continued our work to enable high performance among the world’s most advanced tech- nology organizations. In the United Kingdom, Accenture signed a technology outsourcing agreement to manage and upgrade the IT infrastructure of QinetiQ, the largest independent research and development organization in Europe. This agreement will allow recently privatized QinetiQ to focus on expanding the commercial oppor- tunities of its extraordinary R&D legacy, which includes radar, carbon fiber and flat-panel display screens. Cultivating distinctive capabilities We are proud of these and all of our client relationships, but we are well aware of the potential risk posed by competitors. As they attempt to imitate or follow our direction, Accenture’s continued high performance will come from the development of distinctive and not-easily-duplicated capabilities. These proprietary assets will not only propel increased revenues and margins, but also differentiate us from technology-centric rivals. To give our clients access to innovative, patent-protected tech- nology solutions and prototypes, we continued to invest in research and development during fiscal 2004, primarily through Accenture Technology Labs. Additionally, to create and disseminate innovative thinking, we increased the profile of our “think-and-act tank,” the Institute for High Performance Business, which conducts rigorous original research programs structured to deliver innovative and commercially compelling insight to senior executives. At the forefront of outsourcing Our client relationships require continuous investment. We have built a global network of more than 40 delivery centers serving hundreds of clients. This ready infrastructure offers multisite flexibility, standardized processes and tools, and consistent skills and reliability. Our most recently opened center in Mauritius adds an additional geographic option to a network designed to cover all markets. As outsourcing models have matured and proliferated, we have remained at the forefront. We have, for example, forged new ways of struc- turing outsourcing agreements, with innovative gain-sharing and self-funding features. 27 Our changing business mix Percent of Total Revenues Before Reimbursements Years Ended August 31 Consulting Outsourcing 18% 24% 32% 82% 76% 37% 68% 63% 2001* 2002* 2003* 2004 * 2001–2003 revenues before reimbursements by type of work have been restated to conform with current-year presentation. Our BPO businesses continue to offer business solutions in selected functional disciplines and industries. Through business process outsourc- ing, we have helped our clients: • Complete more than 10 million online human resources trans- actions. • Provide training in nine languages to more than 1 million users in 143 countries. • Perform revenue accounting for 32 airlines, including six of the world’s 10 largest. • Provide pension funds administra- tion for 600,000 members and 20,000 employees. • Process more than 1 million insurance policies. • Provide finance and accounting services in 37 languages to client operations in more than 49 countries. In all these cases, BPO clients have benefited from the advantages of standardization and economies of scale. Alliances and partnerships Accenture extends its High Perfor- mance Business strategy through a powerful network of alliances and partners that includes both well-established and early-stage technology companies. We have actively built and managed this network to provide clients with sourcing choices, speed-to-market opportunities, preferred pricing and access to the very best specialized technology. During fiscal 2004, we extended the benefits of our alliances. Our Avanade joint venture with Microsoft strengthened through a number of key client engagements. We pursued major initiatives with SAP, including the transition of our own global accounting and finan- cial infrastructure to an SAP-based 28 While meeting our current commitments to stakeholders, we continue to build the Accenture of tomorrow. difficult economic cycles, to rein- vent our business when necessary, to make difficult decisions and to maintain fiscal discipline. From our roots in IT consulting, Accenture has become an organization with the depth and breadth to take on the most complex, long-term business challenges anywhere. While we cannot know what the Accenture of five years from now will look like, we do know that we’ve structured our fast-paced business in a manner that enables us to continually redefine our- selves to be relevant to our clients and the challenges of a changing marketplace. system—one of the largest initia- tives of its kind. We also continued to focus on information security through alliances with companies such as RSA Security. Building Accenture, today and tomorrow While meeting our current commit- ments to stakeholders, we continue to build the Accenture of tomorrow. We believe our results reflect our ability to optimize our core consult- ing business model and our expan- sion into high-growth areas such as business process outsourcing. Today, clients are turning to Accenture to put major transfor- mation initiatives in place and to help them concentrate on core activities through outsourcing of transformation initiatives, busi- ness processes, applications and infrastructure. Accenture consistently has demon- strated the ability to grow through 29 Accenture invests in its people to benefit clients, shareholders and communities. 30 30 At the Accenture Delivery Center in Prague, employees provide services to clients throughout Europe, often as part of a global outsourcing contract. Pictured here (from left to right) are Branislav Pazurik, Martina Opltova, Lydia Fichnova, Petra Casenska and Mihai Hleuca. Our ability to deliver high performance to clients and apply its principles within Accenture rests directly on recruiting, training and retaining the very best employees. We consider ourselves an organization of motivated people doing extraordinary things. The pages that follow portray who we are and how we work together—in collaboration with clients, within Accenture and as citizens of the world around us. 31 While Accenture employees are diverse as individuals, they embody a remarkably global and uniform culture. Leading enterprises are defined by the combined strengths of their people, and high performance is embedded in their organizations and cultures. While Accenture employees are diverse as individu- als, as a collective organization they embody a remarkably global and uniform culture—innovative, collaborative, committed, flex- ible and smart. At Accenture, we consider our own journey to achieve high performance “living the brand.” Accenture strives to hire the best people, trains them well and rewards them for delivering high perfor- mance. At fiscal year end, the total number of our employees worldwide stood at more than 100,000, up from 83,000 the previous year. Our employees are deployed organiza- tionally in a matrix structure, which balances the perspectives of global operating groups and specialized capability groups with the more local outlook of geographic-market teams. Training and development To enable and sustain the delivery of high performance to shareholders and clients, Accenture invests con- tinuously in its people. In fiscal 2004, we invested more than $400 million in formal professional development, leveraging that outlay through the increased use of computer-based training programs. The latest avail- able peer comparison study told us that Accenture employees spend 50 percent more time in training than the industry average. Accenture also invests heavily in technology and training across our locations to achieve the highest quality certification levels assigned by independent organizations. Within our Global Delivery Network, investment in Six Sigma certification drives continuous improvement, and this type of training is characteris- tic of the employee curriculum at Accenture. The Accenture eSourcing Capability Model, developed in 32 Number of Accenture employees as of August 2, 2004 100,000 Juan Manuel De La Torre Álvarez in our Mexico City office was among the 861 employees who joined Accenture on August 2, 2004, putting the company over the 100,000 mark. More than 30,000 people joined the company in fiscal 2004. collaboration with Carnegie Mellon University, offers the world’s first industrywide certification standards for outsourcing service providers. Because the nature of Accenture’s work requires a client-specific combination of consulting, systems integration and operational service skills, with every assignment our professionals are challenged to stretch and collaborate. Sometimes, this means geographic mobility, as new project teams are assembled from the best available professionals in our global network. In other cases, it means readiness to encounter a wide range of different project challenges. We believe this team- work benefits our clients through the constant flow of new insight gained from Accenture colleagues and multiple client engagements. Market confirmation Our achievements have been rec- ognized by a number of third-party citations and awards. In the United Kingdom, Accenture was named the No. 3 company on The Times’ [London] “Top 100 Graduate Employers” list. That rank was based on a survey of 16,000 UK university students that assessed, among other factors, training and development opportunities as well as overall corporate reputation. In the United States, Accenture was named to Working Mother mag- azine’s “100 Best Companies for Working Mothers” for the second straight year, in recognition of a number of initiatives, most notably a US policy upgrade of maternity leave from six weeks to eight. Accenture also was ranked 33rd in Black Collegian magazine’s “Top 50 Diversity Employers” and ranked 27th in Fortune’s “50 Most Desir- able MBA Employers 2004.” Corporate citizenship For Accenture, corporate citizenship is about good business sense, enlightened employment practices and a commitment to make a differ- ence in the communities in which we operate. We consider our cor- porate community involvement an integral extension of our employee initiatives. To that end, Accenture directs a structured program to contribute to the world around us. During fiscal 2004, our approach became more focused on three areas of activity—educating people, alleviating poverty and crossing cultural divides—and on technology enablement in those areas. In our corporate citizenship invest- ment initiatives—as in our client work—we focus on projects that have measurable outcomes and sustainable benefits. We seek to support initiatives, either global or local, where our contributions will build sustainability rather than build dependency. Such projects may include elements that lead to either self-financing or the structural transfer of skills to an organization. 33 In our corporate citizenship investment initiatives— as in our client work—we focus on projects that have measurable outcomes and sustainable benefits. A portfolio of support Our global corporate citizen- ship investment initiatives focus on multicountry programs sup- ported by funds from Accenture Foundations around the world. For example, a grant made in 2004 is enabling Aidmatrix to expand food relief efforts globally as well as enhance capacities for disaster relief and medical-supply aid. Other grants went to Learning@Europe for a program that uses innovative technology to teach children across cultures, and to Women’s World Banking to support economic- participation workshops for female entrepreneurs in underdeveloped markets. We encouraged and supported local programs that also have community volunteering com- ponents—including Junior Achievement in the United States, Canada and elsewhere, Enfants du Mekong in France, NPower in the United States and the Prince’s Trust in the United Kingdom. Non-monetary contributions Importantly, Accenture’s corporate citizenship approach involves non- monetary contributions such as expertise, technology know-how and organizational capabilities. We often link grants or gifts to the involvement of Accenture people, in the belief that the greatest contributions we have to offer are the skills, experience and enthu- siasm of our people. In Spain, for example, this approach has led to an extensive structured program in which employees can volunteer to participate in pro bono projects with leading international non- governmental organizations. Another example is our involvement with a Voluntary Service Overseas (VSO) program. Through the VSO Business Partnerships Scheme, qualified Accenture employees have been taking unpaid leaves 34 Accenture employee Louise Mackeson-Sandbach is pictured with children in Phnom Penh as she studies the Khmer language. As part of the Voluntary Service Overseas Business Partnerships Scheme, Mackeson-Sandbach, based in the United Kingdom, went to Cambodia to help its Department of Fisheries create community fisheries that help support individual livelihoods. of absence to bring business skills to specific projects in Africa, Asia and Eastern Europe. Accenture was the first corporate member of VSO and helped pioneer the Business Partnerships Scheme. A grant from the Accenture Foundations sup- ports involvement of Accenture people from the United Kingdom, Netherlands, Germany, Italy and the United States. Further, through Accenture Development Partnerships, Accenture makes high-quality consulting services available to organizations working in the development sector, on the basis of cost recovery against much- reduced fees. Qualified Accenture employees apply to participate and typically are assigned to a project in a developing country for a six-month assignment, making a personal contribution through a substantial reduction in salary. In Bangladesh, for example, Accenture employees from South Africa and Ireland have teamed with the largest local affiliate of the humanitarian non- governmental organization CARE International to locally mobilize CARE’s new, deeper approach to achieving sustainable development. Many of our employees indicate that they come to Accenture to do interesting, challenging work that truly makes a difference. They want to tackle complex, business- critical problems and leave a lasting impact. Our volunteer corporate citizenship programs provide Accenture employees with the opportunity to fulfill these aspirations in non-traditional envi- ronments, using and strengthening the same skills and character traits they offer Accenture clients and colleagues. For more information about our corporate citizenship initiatives, please go to www.accenture.com/ corporate_citizenship. High performance starts with our people For Accenture, high performance is more than an aspiration for our work with clients. It is the com- mitment of Accenture people to each other, to our neighbors in the communities where we live and work, to our shareholders and to all those with whom we interact. It’s High Performance Delivered. 35 Twelve Percent of Months Ended Revenues Before Reimbursements August 31, 2004 Twelve Percent of Months Ended Revenues Before Reimbursements August 31, 2003 $ 13,673 1,440 15,113 100% 11 111 $ 11,818 1,579 13,397 100% 13 113 64 13 77 12 11 100 13.1 14 5 9 (5) 4% 9,057 1,440 10,497 1,488 1,340 29 13,355 1,759 3 38 — (2) 1,799 576 1,223 (532) $ 691 $ 1.25 $ 1.22 553,298,104 1,002,813,443 66 11 77 11 10 98 12.9 13 4 9 (4) 5% 7,508 1,579 9,087 1,459 1,319 (19) 11,846 1,551 10 20 32 — 1,613 566 1,047 (549) $ 498 $ 1.06 $ 1.05 468,592,110 996,754,596 Consolidated Income Statements Revenues Revenues before reimbursements Reimbursements Revenues Operating Expenses Cost of services Cost of services before reimbursable expenses Reimbursable expenses Cost of services Sales and marketing General and administrative costs Restructuring and reorganization costs (benefits) Total operating expenses Operating Income Gain on investments, net Interest, net Other income Equity in losses of affiliates Income Before Income Taxes Provision for income taxes Income Before Minority Interest Minority interest Net Income Earnings Per Share Basic Diluted Weighted Average Shares Basic Diluted 36 Consolidated Balance Sheets Assets Current Assets Cash and cash equivalents Restricted cash Short-term investments Receivables from clients, net Unbilled services Other current assets Total current assets Non-Current Assets Investments Property and equipment, net Other non-current assets Total non-current assets Total Assets Liabilities and Shareholders’ Equity Current Liabilities Short-term debt Accounts payable Deferred revenues Accrued payroll and related benefits Other accrued liabilities Total current liabilities Non-Current Liabilities Long-term debt Other non-current liabilities Total non-current liabilities Minority Interest Shareholders’ Equity Total Liabilities and Shareholders’ Equity August 31, 2004 August 31, 2003 $ 2,553 — 285 1,662 1,015 582 6,097 340 644 907 1,891 $ 7,988 $ 32 524 980 1,508 1,369 4,413 2 1,160 1,162 941 1,472 $ 7,988 $ 2,332 83 — 1,416 829 377 5,037 33 650 739 1,422 $ 6,459 $ 46 573 677 974 1,038 3,308 14 1,381 1,395 924 832 $ 6,459 US dollar amounts in millions, except share and per share data. The complete text of Accenture’s Annual Report on Form 10-K for the year ended August 31, 2004, including financial statements, footnotes and auditor’s report, can be viewed via the Internet through the Investor Relations section of our website at www.accenture.com/investor. 37 Note concerning page 27 New Bookings—We provide information regarding our bookings because we believe doing so provides useful trend information regarding changes in the volume of our new business over time. Information regarding our new bookings is not comparable to, nor should it be substituted for, an analysis of our revenues over time. Forward-looking statements and certain factors that may affect our business We have included in this report forward-looking statements within the meaning of Section 27A of the Securities Act and Section 21E of the Exchange Act relating to our opera- tions and results of operations that are based on our current expectations, estimates and projections. These statements are not guarantees of future performance and involve risks, uncertainties and assumptions that are difficult to predict. Forward-looking statements are based upon assumptions as to future events that may not prove to be accurate. Actual outcomes and results may differ materially from what is expressed or forecast in these forward-looking statements. Trademark references This document makes descriptive reference to trademarks that may be owned by others. The use of such trademarks herein is not an assertion of ownership of such trademarks by Accenture and is not intended to represent or imply the existence of an association between Accenture and the lawful owners of such trademarks. Financial Notes All amounts throughout this annual report are stated in US dollars except where noted. All references to years in this annual report, unless otherwise noted, refer to our fiscal years, which end on August 31. Reconciliations of non-GAAP measures The Accenture Annual Report 2004 contains certain non- GAAP (Generally Accepted Accounting Principles) measures that our management believes provide our shareholders with additional useful information. The non-GAAP measures in this annual report should not be considered in isolation or as alternatives to net income as indicators of company performance or as alternatives to cash flows from operating activities as measures of liquidity. Notes concerning page 2 and 4 Total Return to Shareholders—Accenture’s Total Return to Shareholders is calculated as the closing stock price on August 31, 2004, divided by the closing stock price on July 20, 2001, minus 1. Return on Invested Capital (ROIC)—Accenture’s Return on Invested Capital is equal to the tax-adjusted operating income divided by total average capital. Accenture believes that reporting ROIC provides investors with greater visibility of how effectively Accenture uses the capital invested in its operations. Note that ROIC is not a measure of financial performance under GAAP. Accenture’s Return on Invested Capital for the fiscal year ended August 31, 2004, is defined as Operating Income of $1.759 billion, adjusted by the annual effective tax rate of 32 percent, which equals $1.196 billion, of which the product is then divided by the average capital of $2.131 billion, yielding a 56 percent ROIC metric. Aver- age capital is defined as the sum of Shareholders’ Equity, Minority Interest, Short-Term Debt and Long-Term Debt from the Balance Sheets at August 31, 2003, and August 31, 2004, and that entire sum divided by 2 to obtain the average of $2.131 billion. Return on Assets (ROA)—Accenture’s Return on Assets for the fiscal year ended August 31, 2004, is defined as Income Before Minority Interest of $1.223 billion, divided by average assets of $7.223 billion, yielding a 17 percent ROA metric. Average assets is defined as the sum of assets at August 31, 2003, and August 31, 2004, divided by 2 to obtain the aver- age of $7.223 billion. Return on Equity (ROE)—Accenture’s Return on Equity for the fiscal year ended August 31, 2004, is defined as Income Before Minority Interest of $1.223 billion, divided by average Shareholders’ Equity plus Minority Interest of $2.084 billion, yielding a 59 percent ROE metric. Average Shareholders’ Equity plus Minority Interest is defined as the sum of Shareholders’ Equity plus Minority Interest at August 31, 2003, and August 31, 2004, and that entire sum divided by 2 to obtain the average of $2.084 billion. 38 Board of Directors Executive Leadership Team Joe W. Forehand Chairman Accenture William D. Green Chief Executive Officer Accenture Steven A. Ballmer Chief Executive Officer Microsoft Corp. Dina Dublon 2, 4 Executive Vice President and Chief Financial Officer J.P. Morgan Chase & Co. Joel P. Friedman President–BPO Businesses Accenture Dennis F. Hightower 2, 3 Former Chief Executive Officer Europe Online Networks S.A. William L. Kimsey 1 Former Chief Executive Officer Ernst & Young Global, Ltd. Robert I. Lipp 3, 4 Executive Chairman The St. Paul Travelers Companies, Inc. Blythe J. McGarvie 1 President Leadership for International Finance, LLC Sir Mark Moody-Stuart 2, 4 Chairman Anglo American plc Masakatsu Mori Chairman–Accenture Japan Ltd. Accenture Carlos Vidal 4 Managing Partner–Geographic Strategy & Operations Accenture Wulf von Schimmelmann 1, 3 Chief Executive Officer Deutsche Postbank AG 1 Audit Committee 2 Compensation Committee 3 Nominating & Governance Committee 4 Finance Committee R. Timothy Breene Chief Strategy Officer and Group Chief Executive–Business Consulting Boston Martin I. Cole Group Chief Executive–Government Hartford Joellin Comerford Group Chief Executive– Outsourcing & BPO Businesses New York Pamela J. Craig Senior Vice President–Finance New York Karl-Heinz Floether Group Chief Executive– Financial Services Frankfurt Mark Foster Group Chief Executive–Products London Robert N. Frerichs Chief Quality & Risk Officer Los Angeles William D. Green Chief Executive Officer Boston James Hall Managing Partner– Technology & Systems Integration London Jane S. Hemstritch Managing Director–Asia Pacific Melbourne David R. Hunter Senior Partner–Strategic Programs Sydney Michael G. McGrath Chief Financial Officer Palo Alto James E. Murphy Global Managing Director– Marketing & Communications New York Gill Rider Chief Leadership Officer London Stephen J. Rohleder Chief Operating Officer Washington, D.C. Basilio Rueda Managing Partner– Global Delivery Network Madrid Douglas G. Scrivner General Counsel and Secretary Palo Alto Jill B. Smart Managing Partner–Human Resources Chicago David C. Thomlinson Group Chief Executive–Resources London Carlos Vidal Managing Partner–Geographic Strategy & Operations Madrid Diego Visconti Group Chief Executive– Communications & High Tech Milan 39 Shareholder Information Stock Listing Investor Relations Accenture Ltd Class A common shares are traded on the New York Stock Exchange under the symbol ACN. Registrar and Transfer Agent Branch Transfer Agent: National City Bank Dept. 5352 Corporate Trust Operations P.O. Box 92301 Cleveland, OH 44193-0900 www.nationalcitystocktransfer.com Bermuda Transfer Agent: Reid Management Ltd Hamilton, Bermuda Shareholder Services Accenture’s branch transfer agent, National City Bank, provides services to registered shareholders. National City Bank can be contacted in the following ways: National City Bank Dept. 5352 Corporate Trust Operations P.O. Box 92301 Cleveland, OH 44193-0900 Telephone: +1 800 622 6757 Fax: +1 216 257 8508 E-mail: shareholder.inquiries@nationalcity.com Hearing-impaired shareholders with access to a tele- communication device (TDD) can communicate directly with National City Bank by calling +1 800 622 5571 (toll free) or +1 216 257 7354. Shareholders residing outside the United States should call +1 216 257 8663. Investors and securities analysts may contact: Carol Meyer, Managing Partner–Investor Relations Accenture 1345 Avenue of the Americas New York, NY 10105 Telephone: +1 917 452 4578 Fax: +1 917 527 6126 E-mail: investor.relations@accenture.com Investor Relations Hotline: +1 877 ACN 5659 in the United States and Puerto Rico; +1 703 797 1711 outside the United States and Puerto Rico Corporate Communications News media and industry analysts may contact: Roxanne Taylor, Partner–Corporate Communications Accenture 1345 Avenue of the Americas New York, NY 10105 Telephone: +1 917 452 5106 Fax: +1 917 527 5387 E-mail: roxanne.taylor@accenture.com Available Information Our website address is www.accenture.com. We make available free of charge on the Investor Relations section of our website (www.accenture.com/investor) our Annual Report on Form 10-K, Quarterly Reports on Form 10-Q, Current Reports on Form 8-K and all amendments to those reports as soon as reasonably practicable after such material is electronically filed with or furnished to the U.S. Securities and Exchange Commission (the “SEC”) pursuant to Section 13(a) or 15(d) of the Exchange Act. We also make available through our website other reports filed with or fur- nished to the SEC under the Exchange Act, including our proxy statements and reports filed by officers and directors under Section 16(a) of that Act, as well as our Code of Business Ethics. We do not intend for information contained in this annual report or on our website to be part of the Annual Report on Form 10-K. 40 . d e l c y c e r e b n a c d n a r e p a p d e l c y c e r n o d e t n i r p s i 4 0 0 2 t r o p e R l a u n n A e r u t n e c c A e h T Copyright © 2004 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.