MUG Executive Committee Meeting Minutes August 6, 2008 Crow-Segal Management Office, Maitland, FL I. Call to Order Chairman Earl Higginbotham called the meeting to order at 4:00 p.m. PRESENT: Earl Higginbotham, Chairman David Griest, Past Chairman Maureen Terranova, Secretary/Treasurer George King, In-House Representative >$700 Million Cindy Voss, In-House Representative, <$700 Million Betty Therrien, Service Bureau Representative >$300 Million Roger Chalkley, Service Bureau Representative <$300 Million Phil Pyster, Executive Director Bobby Davis, Assistant Director Earl welcomed George as the newest member of the Executive Committee. II. Approval of Minutes It was moved and seconded to approve the Executive Committee minutes of May 7, 2008. Approved. The Executive Committee also reviewed the minutes of the General Business meeting of May 7. III. CER Survey Results The Executive Committee discussed an analysis provided by Carol Breslin of a survey given to MUG members concerning the CER process. Overall, survey results were positive. There was concern around the number of actual surveys received and how they compared to the number of institutions present. There were only 33 responses, which the group took to mean that those who care about CERs care about them passionately, but many users are not deeply concerned about the topic. The Committee feels the need to make the survey available again at the next conference, but will work to devise

a method to obtain more feedback. With regard to the process, using the survey results as a resource, the real opportunities are better communication about the result of a CER and how to better define the process to the user base. However, Carol’s bulletin regarding CERs seems to mean that Fidelity wants to cut down further on the number of CERs they will accept. They felt the communication regarding CERs is somewhat negative. It already takes a year to 18 months to get a CER installed. IV. Treasurer’s Report, Maureen Terranova Maureen reviewed the financial statement for the period ending July 29, 2008. Total current assets are $52,916.49. She also provided a comparison of profit and loss for the period October 2007 to June 2008. We made $47,650.69 in income for the year. Phil will email a performance report on the Raymond James account to Earl and Maureen to evaluate for a possible change. All entertainment and the Animal Kingdom event are paid for the 2009 conference, which is listed under Prepaid Expenses. Phil and Maureen also prepared a draft of the 2009 budget. We might need to increase the food budget for the conference, but Phil takes the hotel’s suggested food budget and customizes it to our needs, so our estimate should be accurate. Phil suggested leaving the spouse/guest income figure at a conservative estimate given the poor state of the economy. The AV expense reflects the cost of rented equipment. The budget last year was $20,000, but we spent $27,000. We will use an outside AV company next year, though, which will be cheaper than the hotel’s AV people. There will be no golf tournament again this year, although people may play on their own. The volleyball outing has also been eliminated for the 2009 conference. In another cost-cutting measure, speakers will be given letters of appreciation but no gifts. The group is unsure whether to have the drum event; it will depend on how it can be coordinated with the Animal Kingdom party. It was moved and seconded to approve the 2009 budget, with the elimination of the sports events. Approved.

V. Subgroup Reports A. NEARMUG, Cindy Voss NEARMUG had its quarterly meeting at Saco & Biddeford in Maine and the next one will take place at UniBank for Savings. The group discussed CERs, and they also had an extensive discussion regarding the expanded length of account numbers. Many print files will not work anymore with the expanded account number. Not everyone’s COLD storage can handle a 13- or 14-digit account number or 132 characters. The communication from Fidelity before this was instituted was not great, and it is an architectural change that should have been discussed with the Executive Committee at least. The group would like to hear more about what is going into the build plan going forward. The group held a property collateral mini-roundtable. This seems to be a confusing issue, and the Executive Committee again can serve as a resource for understanding and communicating about it to the user base. They would like Fidelity to provide more information at meetings about what they plan for MISER, not financial information about the company. Red-flagging of questionable accounts is another confusing issue for many users, and it is unclear how Fidelity is responding to the need to have procedures in place for red-flagging by November. B. EMUG, George King Three new institutions joined EMUG: Cooperative Bank, Maryland Educators Credit Union, and Gap Fed. Everyone likes the teleconference format instead of face-to-face meetings. Jeff Barton, the new EMUG Chair, asked for ways to get users more involved in the subgroup. They did a CER review and discussed Client Help versus Client Portal. C. MOSUG, Betty Therrien MOSUG met on July 1 and heard Gary Henriques discuss Production Control issues, particularly problems with DARGAL, which affected everyone. More than 30 institutions were involved with disaster recovery tests. There had been some problems with BA.

This was the best disaster recovery exercise they have had to date. All operations were moved from Charlotte to New York on a Saturday evening and they tested network connectivity. There have been several challenges involving the replacement of COINS with COLD Storage. Institutions only had one week to make the transition and many were unhappy with it. Consolidated Exceptions also hasn’t been working well, but it will be fixed in 8.1 MOSUG plans to charge dues for a year to pay for conference calls, but Cindy noted that Fidelity pays for NEARMUG calls, so MOSUG will ask them to do the same. D. INDYMUG, Roger Chalkley INDYMUG held a golf outing that was very successful, followed the next day by a meeting led by Joe Fouse. All users are perturbed by the Cold Storage and the Red Flag issues. Roger noted that FSB has a way to deal easily with red flagged accounts, and Xyquad also has an alert. Red flagging is a compliance necessity. E. CHUG, Roger Chalkley CHUG has a formal meeting planned for August 18, their first in come time. Roger plans to attend and David Griest will call in. F. CUMUG, Earl Higginbotham CUMUG discussed the last Executive Committee meeting and Earl asked for feedback on key topics. They like having non-Fidelity products in the vendor hall. The group also discussed account number expansion and the potential impact of the conversion of New York Community Bank (NYCB), an enormous institution, on service to the existing user base. NYCB begins converting in October and it will convert two other subsidiaries over the next year. CUMG also wanted to know who is in charge of BI now that Larry Wilde is gone. CUMUG members compiled a document showing custom code and functionality gaps, a library for everyone to access. There is a “lessons learned” section for conversions that they will give to Fidelity in hopes they will use it with new customers.

VI. Review Activity Schedule, Phil Pyster Phil put an activity schedule in the Agenda Book for the Executive Committee to review. Some minor changes were made. VII. MUG Membership Review At present, there are 80 user members (162 contacts in all) and 28 affiliate members. There are eight more Fidelity members, for a total of 108 members. There are five institutions which are clients but either have not joined MUG or have let their membership lapse. Bobby will contact them about joining. The group reviewed the seven unpaid members, noting that LaserTech is out of business and Sound Software was purchased. Maureen will provide contact information for Postilion. VIII. Quarterly Meeting Agenda and Layouts The Executive Committee gets its copy of agenda topics before each meeting, but they want to set the terms of discussion more. They would prefer less passive reporting and more discussion of pressing issues. Customer Care statistics, which portray a rather glowing portrait of response rates to user problems, do not accurately reflect their experience. Many problems go unresolved for months and there is still a “black hole” with programming, it seems. Users want Customer Care to be more proactive in reporting the status of cases, rather than wait for users to call them back. Some issues the Executive Committee would like to discuss are the dormancy of most Advisory Boards, free release training and the basic nature of most training, the status of Enterprise Data Warehouse, the impact of IndyMac being taken over by regulators, the impact on users of the NYCB conversion, problems with the property collateral function, problems with Digital Insight (DI) interfaces, and a more detailed MISER product roadmap. Aren’t CERs considered a maintenance item, and, if so few are implemented, why do users pay a maintenance fee? The COWW interface for E-Statements is not a very effective one and much must be done manually on a daily basis to get E-Statements to work.

Phil showed the Executive Committee theme and design ideas that Disney graphic designers put together for the 2009 MUG Conference. Disney will also help to promote the meeting, including emailing video. They will also prepare some special ticket prices. VIII. Adjournment Chairman Higginbotham adjourned the meeting at 7:00 p.m. MUG Executive Committee Meeting August 7, 2008 Fidelity Office, Maitland, FL I. Call to Order Chairman Higginbotham called the meeting to order at 8:00 a.m. II. Management Contract It was moved and seconded to approve the management contract with Crow-Segal Management for the term 2008-10. Approved. III. Annual Conference Recap The group reviewed the 2007 annual conference evaluations. Reviews were about the same as the previous year, except a little higher in some areas. We will add an “Overall” category to the evaluation form. Some people would like to get rid of printed books with the schedule and Power Point text, since they are bulky and expensive, but attendees overwhelmingly like them. We might be able to put the information on a CD with flash drives for attendees, and will ask the membership via email by the end of this year if they would like that. Flash drives sometimes cause security problems, however. We would provide attendees with a recycled notepad with a schedule that they could carry around. The group talked about whether to have a keynote speaker in the afternoon again or move the speech back to the morning. They

didn’t feel that a luncheon speaker works very well; the acoustics are bad and people want to talk to each other. They might present a trophy to recognize the best-rated speaker. The panel discussions went very well this year. The “how to build a loan” session was excellent, but the “how to build a deposit” session went poorly. Customers would like more time with FSB representatives. We will probably have a lunch roundtable to discuss loan servicing. People did not like it that the relationship pricing session was by invitation only and they complained to moderators. The group discussed topics to cover at the 2009 Annual Conference. These included: *Cohesion sharing session *Red Flag experiences *Remote Check Deposit experiences—Remote Capture will be available. *Branch banking automation and sales *Loan servicing experiences—skip/delinquent loans *E-banking, open and fund technology, inter-bank transfers *Experiences with financial management tools *Pre-paid card experiences. *E-delivery/notices *RCIF best practices (roundtable) *Collateral property *Customer Care meetings in the Fidelity Room—users want to meet CC personnel. *How to use regulation to your advantage—PR for your institution. We might use a motivational speaker instead of the drum group; Disney can provide speakers, although Phil will need to investigate the price. Hotel prices for the conference are good three days before and three days after the event.

If we have a CEO track for a day in conjunction with the MUG Conference, John Schooler will have to say so and help the Executive Committee design it. Users would like the new release session to examine how it affects them, what systems it affects, how they can use it, not how to deploy it. Users know what’s in 8.1, but they want to know what is in the build plan for the long haul. The Monday morning session should examine what’s happening in the banking industry and what Fidelity is doing to provide features that meet market needs. The users would like to hear about Fidelity’s overall strategies as well as their MISER strategy. Anthony Jabbour can discuss company direction, and Joe Fouse and Jackie Roberts can discuss MISER and ancillary product strategy. Since 9.1 and 10.1 will have a lot of new loan functionality, we might have detailed breakout sessions on the release. The Executive Committee slotted some sessions. Sam Teague’s regulatory update will take place on Monday. Gordon Browne will also speak again. A lot of work is being done on fraud products, including a fraud umbrella. Advanced ACH might be a session, with a panel including E-Funds, FundTech, and other vendors. Delinquency management is still a hot topic. Other sessions considered were: *User panel on cutting costs in hard times *User panel on loan origination systems *Production control session by Gary Henriques *Vendor session on imaging, possibly with Millennial Vision *Business banking trends *Trends in branches *Roundtables on RCIF, combined statements, and loan servicing. We are eliminating the “Back to the Future/Ask Dr. Z and Dr. K” sessions this year. The Executive Committee will work on a more complete program in November. The group discussed pricing of the conference. Should guest fee pricing be changed since people are very likely to bring their families to a Disney hotel? The guest fee price will remain the same.

After looking at some themes and images produced by Disney graphic designers, the group decided to use “Go Wild at MUG” as the theme. IV. Fidelity/MISER Division Update, John Schooler/Doug Smith A. Staffing Update Patricia Stark has been hired to run Implementations. The most dramatic change is that four salespeople—Fran Kester, Jimit Kapadia, John Dawkins, and Kathy Groves--resigned simultaneously. John said that their dissatisfaction derived from a decision two years ago that, as Fidelity acquired ancillary products such as Certegy that create multiple sales opportunities and approaches, they decided to confine new sales to the core MISER system and have SAMs sell the ancillary products around the core. The new sales people did not like this model, as they felt it limited their income opportunities. Some didn’t want to sell to banks and wanted to focus only on credit unions. A competitor for credit union business, Scimitar, at this time was looking to acquire an existing sales team, and made these four an excellent offer. Fidelity is now interviewing some very experienced people to fill these positions. In this period of transition, SAMs are being used to make some sales, and K.P. Holmes has returned to do demos. Earl spoke for the Executive Committee in saying that they would like to hear such news directly in the future, not secondhand. John is still trying to find someone to fill Larry Wilde’s position. In the interim, users who have questions about BI should direct them to Doug or Mark Burbank. B. Sales Update The sales pipeline isn’t as strong as it was six months ago. They are working on ten accounts now, but nearly all are in the early stage of sales development. Prospects include Navy Army Credit Union in Corpus Christi, TX; BankFund in Washington, DC, a credit union for the World Bank, which has narrowed its decision to Fidelity and OSI; Fairfield National Bank in CT; Nevagut Credit Union in Rhode Island; and Eli Lilly Credit Union.

Fremont Savings Bank in CA, which attended the MUG Conference this year, seemed very close to deciding in favor of Fidelity, but this has gone dormant because of an unusual situation with their parent bank. Fidelity is the only option for Employees Credit Union in Fresno, CA, and Maryland Educators Credit Union, which sent two dozen people to MUG this year, will sign within the week. Richmond (IN) Mutual Bank is also far along and should sign. Premier America is the next institution to be converted, NJM and Allegacy in late October, Synergy Credit Union (the first part of NYCB) in mid-November, Oregon in February, NYCB Community Bank in March, and Memphis Area Credit Union next June, and finally the last part of NYCB in September 2009. C. New York Community Bank Conversion Fidelity has signed New York Community Bank (NYCB), a vast institution that is going to absorb a large number of resources at Fidelity. Users are concerned that this conversion will greatly reduce customer service to them while Fidelity brings this institution online. There are three different institutions, actually, with 3500 people and more than 250 branches, and lots of new functionality to be provided. The Executive Committee is also concerned about what seems to be limited depth of MISER product knowledge, which may well be exacerbated as personnel are siphoned off by NYCB. Jim Hicks’ ATM group is overwhelmed and mobile banking and e-business are growing tremendously. They are very hard to get hold of because of their workload. Users would like to see more help in those areas. John and Doug addressed these questions. They have brought in Louise Speak from the Horizon organization, a very experienced project maanager, to work on this NYCB account. Since Mid-America Bank deconverted, the team in the Chicago area was freed up to work on NYCB. In addition, business analysts, programmers, and others from Systematics in Little Rock, AR, which is similar to MISER, have been able to help. They do a lot of customization for large banks and can write code from Little Rock. Finally, three FTEs have been added that are dedicated almost exclusively to NYCB. John did

acknowledge that Joe and Jackie are spread thin and they need to fill Larry Wilde’s position soon. In addition, the NYCB conversion will require almost no participation from the ATM and e-business groups after the first 30 days. The other five conversions—Premier, Allegacy, etc.—are affecting these groups, however. Fidelity usually doesn’t have so many conversions at once. NYCB wants a lot of functionality that MISER doesn’t provide now, particularly in deposits, loan servicing, and account number expansion, which will benefit the entire user base greatly once they are instituted. S1 and Xyquad have also been engaged in these changes. D. Customer Care Issues Betty reported that several calls to Customer Care relating to new products and services (such as investment repos) are not being returned, and users can’t wait a week or two for many issues. She usually has to ask other users for fixes. Users have also reported that they sometimes don’t find enough expertise on the Customer Care staff, even for simple problems. Joe responded that many services aren’t simply turnkey operations and are more complicated and require more training than they would seem to. Betty said in response that users would like more of a guide for many tasks, such as how-to documents and focus articles. Some people with MISER knowledge were also laid off. V. Third-Party Relations, Doug Smith Fidelity continues to meet weekly with S1 and they piloted 8.1 and account expansion with two customers since June 9. Xyquad and DI are also engaged in account expansion. Fidelity has had little discussion with Postilion, although Internet banking in 8.1 is transparent to them. Doug was asked if he was working with DI to develop a way to open new accounts online, since this was causing problems. He replied that they had started doing this nine months ago with DI’s CashEdge product with IndyMac Bank. Fidelity is still working on E-Account Opening, a Fidelity product on a MISER interface, but it is taking a long time. Account opening via the Internet is problematic

for everyone, and DI has backed off from it somewhat. Doug believes that the E-Account Opening is working due to the MISER interface, but they are talking to Andera about creating a real-time interface with MISER. They should have a MISER direct connection by the first half of 2009. No date has been set yet for the U-Monitor product, as development is not very far along yet. George finds that the transactions are easy to create, but they are still deciding on what information to include. Doug was asked why Fidelity doesn’t route online account opening through the E-Funds products. He acknowledged that that might be a worthwhile strategy, but there are contracts and implied contracts in place that make this hard to synchronize. Fidelity is close to resolving these contractual issues, however, and it is deliverable in 2009. They will publicize their strategy before the end of the year. Users would like to know that Fidelity is talking with key vendors and would like better information about overall strategic direction. Joe replied that he feels the structure is in place to interface and communicate well with third-party vendors and it is working well. New vendors are being brought in all the time as well. Dave noted that there is a problem in the relationship with DI. DI was bought by Intuit and then discontinued CashEdge, but they said they are developing a new product to replace it, they related in March of this year. Users have had a lot of problems with the product, DI has had to back off its target dates, and there seems to be no one either with DI or Fidelity to whom they can speak to resolve problems. Dave said he hasn’t been able to get the small business project off the ground. The DI rep told him there isn’t even an interface with MISER yet. Doug said that DI has some limitations in its product, but that they will have a serious meeting with DI leadership to try to resolve the problems and get some clear answers about their strategic direction. A DI representative is also welcome to attend the next MUG Executive Committee meeting to report on progress as well. VI. Release Information for 8.1, 8.2, 9.1

Joe handed out a long list of functionalities in these releases. 8.1 was released on July 15, while 8.2 will go out on October 10. The latter will contain only minor changes, and no front-end changes. She noted that BA comes out six weeks after MISER (on September 2), but she would like to release them simultaneously, especially for users with custom code, but they need to stabilize MISER first. Most clients want 12 weeks in which to do their retrofit after a release. Release training is not connected to the BA release. Training is available rather late after releases, users have complained. They would like training available closer to the time when they actually install the new release. Also, more and more customers now prefer to install .1 and .2 together. George and David both served as pilots for 8.1 in June. George said that Karen Revelle did a very good job coordinating the pilot testing, but no documentation was available, which would have made the process much easier. They started over again once the doc became available. He said that S1 was very easy to work with on the front-end side. The IAT deadline has been extended to September 18, 2008. Fidelity is still assessing what to do about it, but no IAT transactions will be done in March. They might be sent out as flashes rather than as a release. Joe addressed the Account Number Expansion issue, which was not communicated well and created some consternation among the user base. Five customers had asked for an expansion beyond ten digits, and after talking with customers and programmers, it will be expanded to 12 or 14 digits. The expansion will affect checking, savings, LOC, installment, mortgage loans, commercial, and other loans, but will not affect safety deposit boxes or online collections other than SmartCollector. MISER reports will expand from 132 to 158 characters. Reports will be affected whether the field is expanded to 12 or 14 digits. In Cold Storage, everything will be scrollable. Fidelity does need to know which COLD systems will have a problem with the expansion. VII. BI/EDW Update, Gerwai Todd/Tom Phillips A. BI Products

Fidelity has created different levels of new packaging for BI products, including the MISER BI Web version, Data Warehouse, and EDW analysis model for core banking transactions and for general ledger. The Web version has been rolled out to 11 customers so far. The data warehouse packages create new cubes that enable customers to look at loans more in-depth as they move away from the Crystal Reports product. Crystal Reports won’t be sunsetted, and the Datamart that supplanted Sagent will also remain, but this new product is meant to replace them. Fidelity is working on pricing and a delivery model, which should be finished within 60 days. B. Red Flag Analysis Fidelity has developed an Identity Theft Prevention Product to meet Red Flag compliance requirements. The group discussed this issue at length. Its various components will be rolled out to service bureau clients between September 6 and November 15. All institutions must comply by November 1, 2008 with the requirement to implement a written program to detect, prevent, and mitigate identity theft in connection with opening a covered account or managing any existing covered account. How address changes are handled comes under particular scrutiny. Institutions must do this themselves, although Fidelity may offer a training class on this issue within 30-45 days. There is no standard program for identifying red flags; each institution must analyze and define its own accounts. The program must also be updated regularly. Of greatest importance, the initial program must be approved by the institution’s Board of Directors. It may be delegated to a compliance officer later, but the Board has to sign off on the initial plan. Fidelity did send out a service bulletin on August 1 that contained a 26-point Red Flag inventory of system functions and features to assist with compliance. Fidelity is investigating how to code ATM cards to handle address changes. Gerwai said that Tom Phillips would love to establish a user Advisory Board on the BI/EDW product and to create a portal for sharing reports.

Doug reported that Fidelity is working on two more related items. First, they are building an environment in which Cohesion can be offered to service bureau customers. Dave offered to serve as a pilot for this initiative. Second, Fidelity is working on another service bureau offering in host security module devices that will allow users to encrypt and change PINs, and provide an HSM service. This hardware encryption of card PIN numbers will be available in the first half of next year, although users will need a special box for it in-house. Users have expressed much concern over property collateral as it is affected by third-party interfaces. This is being designed and will be published on the Web. C. 9.1/10.1 Development Items Joe reported on programs that are under development for the 9.1 and 10.1 releases. Reverse mortgages will not be in 9.1, but possible items include *Property Collateral Project finalization *Single-line discount-account analysis *Tracking all commercial loan fee waivers *Blended rates for deposits *Regulated checking account plans with sweep capability *”Change jar” saving products *Calculated available unused lines of credit *Relationship rewards Development items include: *BA authoring tool, BA Citrix functionality, BA SAM requirements, and an enhanced BA loan calculator *Ability to recalculate/reproduce loan invoices *Effective back dating of loan monetary transactions Loans to one borrower including guarantors Identification and proper accounting for loan participations *BSA/CTR handling *Multibank processing *Upfront interest on CDs

VIII. IndyMac Situation MUG member IndyMac in California was taken over by the FDIC when it became insolvent due to the mortgage loan crisis. Fidelity worked with the FDIC to withdraw uninsured funds so customers would receive at least 50% of their holdings. Fidelity had to place holds on each person’s account, withdraw the funds, take down ATM lines, and then reopen the bank, which required a lot of coordination. The Financial Freedom portion of IndyMac is valuable and can be sold off. If Wells Fargo takes over IndyMac, though, they do not use MISER. Despite everything, IndyMac kept up with its payments to Fidelity. Fidelity hopes to persuade the FDIC to pay the processing fees and influence the sale of deposit capabilities. All the bank’s deposits are on MISER, while loans and CDs are on another system. Most of the staff has been retained. IX. Production Control, Gary Henriques Release preparation has begun and some reorgs have been done for 8.1. User databases that have already been refreshed will be used for QA. Conversion of Allegacy Credit Union has been set up already, and NJM Bank will convert on October 24. Dime Savings is moving to a new machine this month. They might go in-house at some point. Two in-house customers might convert to service bureau: Vidalia Bank and IC Federal Credit Union. There has been a lot of in-house activity with Premier America, NYCB, and Memphis Area Teachers Credit Union. Production Control got NYCB up yesterday in a very fast turnaround. The NYCB test was the best ever, Gary found. Several customers are buying new machines and going live this fall. Service Bureau clients have been having some issues with COLD Storage, which has run slower than COINS, but most issues have been taken care of. Fidelity is working with the vendor to resolve remaining problems. The vendor had loaded what was in COINS onto the new product, and they are finding things missing on occasion. Carol will monitor this situation. Although COINS is a very

old technology, it won’t be shut down until everyone is modified properly. Expanded Report has been tested on the COLD system and it works well. X. Adjournment Chairman Higginbotham adjourned the meeting at 5:00 p.m. MUG Executive Committee Meeting August 8, 2008 Fidelity Office, Maitland, FL I. Call to Order Chairman Higginbotham called the meeting to order at 8:15 a.m. II. Corporate Update, Anthony Jabbour Anthony reported that Fidelity had a great second quarter, with a 17% increase in stock value. The NYCB conversion was a big reason for greater investor confidence. Some of the enhancements Fidelity will provide for NYCB will improve the host, BA, and other parts of MISER. NYCB used to be on an OSI and Metavante system, and it is an expensive conversion, but the leadership believes MISER will work better. Anthony believes that compared to four years ago, MISER is on a “completely different trajectory,” with a lot more prospective customers approaching Fidelity because they have heard about MISER. They are trying to integrate more Fidelity products into the core system and do this well. Also, the MISER business unit has not been hit hard by company layoffs. Fidelity has held town halls throughout the company to talk about financial pressures and they chose a salary freeze over layoffs. The MISER division will actually add some full-time employees and 40-50 contractors this year. Anthony reviewed the three-pronged mobile banking strategy for MISER. He had not been happy with the mobile browsers

available for phones but found an application that he liked, Go from Yahoo. They have established two partnerships, one with M-Foundry for a downloadable application, and the other with Clearmail for SMS text messaging. Fidelity has a seat on the Board of M-Foundry. Clearmail has a mobile browser as well. There has been a lot of interest in mobile banking products. These products are at a very early stage of development, and no one company provides all applications, however. Fidelity is trying to integrate bill paying with mobile banking and expedited payments. The Executive Committee would like these companies to exhibit at MUG next year. III. Product Support Update, Carol Breslin/Monica King A. Education/Documentation, Monica Documentation has finished the migration to AuthorIt, and its next focus is organizing and rewriting MISERHelp in a comprehensive way. At present, MISERHelp requires too many patches, is cumbersome, and needs a better layout. AuthorIt makes it easier to pull and customize files. Graphic design is changing to reflect better organization, beginning with Integration. BA, Loans, and Deposits each will have its own volume. More how-to documentation and step-by-step guides are being created. By 9.1, they hope to have all existing focus articles revamped. They are working on F1 Help first, and starting on BA. Another person is working on the training manuals to make them consistent and properly ordered. Documentation help is being tested. Training manuals are available for purchase. Education is doing a lot of cross-training among the staff. The registration system, though simple for users, is the biggest problem for staff. Monica is going to use a new system here. Two years ago, with a bigger team, Education provided 36 hours per month of training. As of August 2008, with a smaller team, they have provided 225 hours of training in all, a 400% increase. They will also deliver a class even if only one person signs up. Fraud and flags and how to build an alt-in file are being taught at customer request. Also, boot camps for BA and FSB are very popular.

The E-Library is starting to come along, and Monica is evaluating technology that will enable a true e-library of training modules and reference materials. She is trying to bundle services in the main price. She also reached out to Fidelity’s main training group and secured the services of Lee Ann Myers, who is doing a lot of the training for NYCB. This has enabled her regular training team to serve current customers. Education is working on a better training interface on the Web site. Subject matter experts will be available for release training, and release training will be recorded so users can use them to train employees with less strain. Carol and Monica agreed to the Executive Committee’s assertion that release training should be treated as maintenance, but that decision comes from above them. They will discuss it with John. Roger noted that since fewer people are taking release training because of its cost, Customer Care gets a higher volume of calls. Education is also working to make training more affordable through the use of CDs. Monica is also trying to align training better with the releases. B. Customer Care, Carol Carol has selected an institution to do Beta testing on the new Client Portal, starting next week. She wants the user to be able to get from the portal to the MUG Web site without having to do a second security sign-on. Everyone will be migrated to the new portal by October 31, and 90 days after that, no one will have to do a second security sign-in. Each person, including employees, will have an individual sign-in, as determined by the institution. CERs, technical training, and other communications will be done via the portal, while miserusers.com will be used only for MUG information. Customer Care and CERs will go off miserusers.com probably 45 days after November 1, but they will stop updating on November 1. The user controls what employee(s) can do in each sector. Customer Care needs to be able to authenticate the caller. Fidelity won’t stop someone fro opening a case, but they will contact the user representative to make sure anyone opening a case is authorized.

The group discussed turnaround time on cases. Users feel that the turnaround statistics presented each quarter do not accurately reflect some problems, such as cases remaining open for periods as long as a year. They would like the CC person to call back the person who logged the call to report on progress. Development remains a black hole for many CERs and cases, and the Executive Committee asked if there are regular meetings to go over cases with programmers working on fixes. Carol said that CC and Programming meet once or twice a week on cases. Priority 1 or 2 cases are flashed, while Priority 3 or 4 are put into releases. This accounts for some of the delays for users. A few years ago, CC accommodated users’ expressed desire to have fewer flashes. However, the Executive Committee said, there needs to be communication to users explaining that a case will be flashed or put into a release. Carol said that CC sets the priority, but the user can disagree. Carol will have to justify the priority to Doug if programmers are needed. Also, they will soon hire a programmer to do quick programming for fixing cases. The previous person who did that was laid off. Carol laid out the support plan for between now and next June. CC is reaching to systems people in Gary’s group, adding three new staffers to handle cases. The average caseload is 15 per month, with only about ten customers needing more than that. Users have noticed that phone calls are sometimes not being answered. Carol said that they had a problem with the phone system for a time, but that was fixed a week ago. She will publish the emergency number again. IV. Norwood Outage, Michael Weathers Michael spoke with the Executive Committee via conference call about a power outage at the Norwood, MA center. A construction vehicle crashed into a power pole and took out regional power for five or six hours. Fidelity was able to test the system while the power was down and found no need to shift data. All processing work by users started again after six hours, but then a critical mistake was made. Storage Tech information was not being read, and a junior technician made a mistake and wiped out archived (but not

procedural) data. Michael said all archived data lost will be restored in five days. Users had been told initially that it would take 30 days to get the data back, but that was wrong. A communication will be sent to all users by the end of the day Monday. They have taken corrective measures and chastised Storage Tech for not sending a sufficiently experienced technician to handle the problem in the first place. Fidelity has created a checklist for all IT centers to follow in case of data loss. Imaging files have been added to enable restoration of data in 24-48 hours. From now on, they will engage the Fidelity disaster recovery plan. V. Advisory Board Updates, Joe Fouse The Commercial Advisory Board had only had one conference call in 2008, prior to meeting at the MUG Conference. This group has been dormant because there was tension with some members over contract renewal; two of the AB members would not take part while doing contracts, and two others went off altogether. So the Commercial AB needs new members. Also, they need to show that some successes have come out of the process. Property Collateral came out of this Board. There are also resource issues and everyone can’t be accommodated. Joe doesn’t believe the AB will be able to add functionality over the next 12 months. He wants to continue the Commercial AB discussions, but there is no promise at this point that new products will come out of it. He is looking for institutions like Keystone and FirstTrust that are looking to do innovative things with commercial banking. He is currently not receiving a lot of information from users about their desires for commercial banking products. The Executive Committee members will bring it up in subgroup meetings, and Betty and Earl will talk to the commercial banking managers in their institutions. Jackie has had a couple of Retail AB meetings, focusing on rewards programs, and the discussions have been fruitful. In September, the MISER BA Advisory Board will be reinstituted. NYCB’s enhancements in this area will be much more generic than specific in this area. Joe and Doug have gained knowledge from other Fidelity divisions that will prove helpful, they believe.

Doug said that the Technology AB has not met, but has shared some good information at a distance. This group needs to find something to focus on. Cohesion will now support the BDT sets of transactions, so they will support the VBTP interface. This came out of the Technology AB. They are open to suggestions going forward for new initiatives. At this point, it has been a good information-sharing group, but it is not driving development. The group can also be expanded somewhat and perhaps discuss new technology developments. VI. Unisys Update, Charles Beaufort Charles also spoke via conference call with the Executive Committee. He said that Fidelity is doing great business for Unisys, which is providing many quotes for SAMs and lots of new business. Unisys remains very excited about its relationship with Fidelity and MISER. He said that the technology market is very weak right now and clients are more hesitant to invest money, especially in the federal government sector. Clearpath sales are doing very well, both with new and existing customers. Companies are investing wisely and carefully, and Unisys is selling much more storage than usual. A lot more MIPs are being purchased. Charles has experienced no problems with users so far this year. There were some tape issues and a couple of banks in the Northeast had some difficulties having to do with a supplier. He asked that two spots be left open for Unisys speakers at the annual conference. VII. CERs, Doug Smith/Carol Breslin Carol gave everyone detailed handouts relating to the CER process. Fidelity surveyed the user base about their satisfaction with the CER process and got 33 responses. Of these, 94% participate in the process and 64% believe it is a good way to meet the needs of their institution. Fidelity communicates the end results for CERs on the Web site but does not communicate directly with the users who submitted them. There are three major reasons for rejection: capacity for the

quarter is exceeded, the CER is too large, or Fidelity just doesn’t want to do it for reasons, which will be detailed. The Executive Committee discussed the CER process at length with Carol and Doug. The financial institution submits CERs to the subgroup, which sends them to participants for review. The subgroup votes on them, and the tallies are sent to the Executive Committee, which reviews the votes of all groups and passes along to Fidelity the list of those which got a majority, plus those items for a minority that seem critical to business functioning. The Executive Committee does not make any subjective judgment about the value of any CER. Doug receives 15-20 CERs per quarter to review. The Executive Committee assumes that a minimum of three CERs will be accepted, but that there is no limit on the number that are accepted. Doug said that the CERs need to require less than 30 days of work. Fidelity has created a form that clarifies the process and standards better. If a CER is not in the majority in the first vote, a user can resubmit it and seek more support for it with the subgroup. A user needs to sell it to the subgroup if they really want a particular CER. BI isn’t part of the CER process, but Carol and Doug will get together to figure out how to support changes to this system. VIII. Adjournment Chairman Higginbotham adjourned the meeting at 12:00 p.m.