WORLDLINE_REGISTRATION_DOCUMENT_2017

D

Corporate Social Responsibility report Building customer trust with fully available and secured platforms

D.2.1.3

Continuously improving customer

Moreover, these interoperability and security standards are to become enforceable: three computer security standards will become applicable in 2018 (1) . References and solutions developed by Worldline include, for example: - The "INS-C" (2) referencing, intended to validate the software integrating an algorithm for calculation of the national health identifier (INS). - The "DMP-Compatibility" (3) certification, intended to validate the software's ability to interface with the shared medical file (DMP) implemented by the CNAMS. - The "prescription assistance software" (4) certification, obtained for two applications in order to secure medication prescriptions in addiction centers on the one hand, and in maternal and child health centers on the other hand. Approved hosting of personal health data Worldline (through its health insurance subsidiary) is one of the first providers as from 2010 to be granted authorization for the hosting of personal health data. Three approvals are currently operational through various projects operated by Worldline (5) , and a fourth application for approval has just been submitted to host the health data that will be processed in the framework of the national "SI Samu" program. In case of regulatory hosting, an approval procedure was defined by the law in 2006, leading to the production of a referral system for the constitution of accreditation application files. The law provides that this procedure will be transformed from 2018 into a certification of hosts (6) . Here again, Worldline took part in the consultation steps with ASIP Santé in order to help build a certification reference system based on its own feedback and pragmatic bases. Worldline is already anticipating the transition to the future procedure by ensuring compliance with the requirements set out in the provisional version of the certification framework. Finally, implementation of the GDPR is the subject of an inventory of all the processing of personal data operated by Worldline on behalf of its customers, with particular vigilance on the hosting of health data. As such, Worldline offers to support its customers in order to enable them to align the compliance of their treatments with the requirements of the GDPR.

experience [GRI 102-44]

Listening to and addressing the expectations of its customers is at the heart of Worldline’s business. The Worldline Customer Experience Program is built on that foundation. That is why the Company strives to build strong relationships with its customers in order to understand their objectives and embrace their culture and values and add value to their business, working together to achieve these objectives. In this context, customer satisfaction surveys are conducted on a regular basis and the results are used to analyze whether changes need to be made in Worldline’s business processes to increase its customers’ overall satisfaction and loyalty: it allows Worldline to consistently measure customer ● satisfaction; it provides baselines for each customer contract to improve ● upon; it identifies generic areas of concern to be addressed; ● it supports communication with all stakeholders ● demonstrating Worldline’s commitment to sustainability. The outcome of the surveys leads to a set of fit-for-purpose improvement plans developed and implemented in close collaboration with the customers. Customer satisfaction process Once a year Worldline surveys its contracts based on Atos Methodology, targeting at least 60% of its key customers. The survey targets IT management, IT coordinators and contract managers. Using a proven methodology aligned with leading expertise from Gartner, Satmetrix and Forrester, Worldline uses the satisfaction measured together with service KPIs to help drive continuous improvement and address the needs of its customers. Following the Tactical CSAT Surveys, Worldline committed to put in place additional controls to ensure that CSAT closing meetings are organized with customers, in which the Worldline customer-facing team confirms its understanding of customer feedback and commits to a tangible improvement plan. The implementation of this action plan, in turn, aims to improve overall customer satisfaction and experience. Customer engagement and customer experience is continually improving in four areas: Strategy; ● Governance; ● Employee awareness; ● Corporate Programs focusing on Customer Experience. ●

http://www.ticsante.com/story.php?story=3736. (1) https://cnda.ameli.fr/?page_id=110. (2) https://cnda.ameli.fr/?page_id=1462. (3) https://www.has-sante.fr/portail/jcms/r_1499086/fr/referentiel-de-certification-par-essai-de-type-des-logiciels-daide-a-la- (4) prescription-en-medecine-ambulatoire. http://esante.gouv.fr/services/referentiels/securite/hebergeurs-agrees. (5) http://esante.gouv.fr/files/documents/fiche-expert-hds.pdf. (6)

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Worldline 2017 Registration Document