Customer Satisfaction at All Time High at Newcastle City Council with Quovadx Technology.

Business Editors/High-Tech Writers

HEMEL HEMPSTEAD, England & ENGLEWOOD, Colo--(BUSINESS WIRE)--June 11, 2003

City Officials Praise QUOVADX Screen Rejuvenator, Noting Substantial Improvements in Customer Service, Operations And Functionality

Quovadx, Inc. (Nasdaq: QVDX), a leading provider of Web Services software, has helped Newcastle City Council to streamline and improve the service it gives to its 260,000 inhabitants. Working closely with its CRM supplier, Lagan, this initiative has already resulted in an increase in customer satisfaction levels from 91% to 95.3%.

QDX(TM) Platform V Screen Rejuvenator from Quovadx, integrates the City Council's CRM application, FrontLine(TM), with the legacy applications and data required by the Customer Service Centre (CSC). The improvements in the CSC have focused mainly on the provision of Council Tax services, such as creating a new account, making a payment arrangement, applying for a discount and closing an account. Additional to these services, improvements have also been made to the procedures and process times for enquiries over housing rents, lettings and arrears as well as benefits information. Through the City Council's use of Screen Rejuvenator from Quovadx in conjunction with the Lagan FrontLine solution, over 90% of Newcastle citizens are now being serviced within the first 5 minutes of a call and the time needed for staff training has been halved.

"Screen Rejuvenator was the answer to our need for a legacy integration tool," notes Neil Glendinning, an information and communications technology business manager within Newcastle City Council. "Screen Rejuvenator met all of our functional requirements. Efficiency has improved dramatically in recording contact details and outstanding balances for Council Tax payers. Screen Rejuvenator allows us to rapidly move through the screens in our legacy system and exchange data with FrontLine in a matter of seconds."

Screen Rejuvenator delivers deep integration with the legacy system on the Council's mainframe computer, providing full update access as well as enquiry facilities. The integration allowed for live data from multiple back office screens to be managed in one single view by the Customer Service Officer (CSO). Information is exchanged between Quovadx Screen Rejuvenator and the Lagan FrontLine solution using XML, in accordance with the Government's standards for interoperability (eGIF). City residents benefit by being able to deal with a single person on multiple queries instead of having to deal with multiple departments to satisfy their Council Tax and housing enquiries. This one stop shop for issue resolution and management has increased the 1st call resolution from 70% to 83% without incurring high costs or lost information.

"Screen Rejuvenator's ability to both read and update data from Newcastle City Council's legacy system was critical," said Paul Bellamy, VP International (EMEA and Asia/Pacific, Quovadx. "Newcastle needed a solution that would not touch the source code but recognise the business processes stored in this core system. Because Screen Rejuvenator is a non-invasive solution that eliminates the need to change legacy code, Newcastle was able to integrate the legacy data with its CRM solution without incurring high costs and lost information."

Newcastle City Council was both committed and enthusiastic about the project. In just over six months, Screen Rejuvenator successfully integrated the Council's back office applications and the Lagan FrontLine solution. It is now efficiently operating over a wide range of core Council services. With Quovadx's solution, the City Council avoided the inefficient, expensive manual process of retrieving data from multiple back-end legacy systems and the CSOs are now able to respond to customer inquiries quickly and effectively with accurate information.

About Quovadx

Quovadx is a trusted provider of software and services enabling Web Services Anywhere. The company provides end-to-end business infrastructure software and services, including consulting, transaction hosting and operations management for business-critical applications. QUOVADX technology helps more than 3,000 healthcare, media & entertainment and other organisations streamline business processes, solve difficult process integration challenges and unlock the value of legacy system investments to achieve rapid return on investments. Headquartered in Englewood, Colorado, Quovadx operates internationally with locations in nine major U.S. metropolitan cities and one in the United Kingdom. For more information, please visit http://www.quovadx.com.

QUOVADX and QDX are trademarks of Quovadx, Inc. All other company and product names mentioned may be trademarks of the companies with which they are associated.

Corporate Backgrounder - June 2003

Web Services Anywhere

Introduction

Quovadx provides its customers software and services enabling Web Services Anywhere. The company provides end-to-end business infrastructure software and services, including consulting, transaction hosting and operations management for business-critical applications. Its UK Headquarters are in Hemel Hempstead and US Head Office in Englewood, Colorado.

Vertical Solutions

Quovadx understands the most significant challenges facing any business are usually industry specific. QUOVADX(TM) technology helps more than 3,000 organisations streamline business processes in the healthcare, government, retail, financial services, media & entertainment and manufacturing sectors. It helps customers solve difficult process integration challenges and unlock the value of legacy system investments to achieve rapid return on investments for key business problems.

QUOVADX Technology

Quovadx delivers flexible solutions that allow organizations to utilize industry best practices with the goal of delivering immediate value. Choosing QUOVADX(TM) technology and services allows customers to build, measure, tailor and tune business processes and provides the ideal foundation for change - always supporting the very latest standards such as XML, J2EE and Web Services as well as various legacy systems.

QDX(TM) Platform V, the QUOVADX flagship product, is a flexible and open, services-oriented architecture, allows enterprises to build composite applications in an easy plug-and-play manner. QDX Platform V consists of several resources:

-- Application Development Tools -- front-end development and

platform configuration

-- Business Process Management Services -- components for

customising business workflows, developing and changing rules,

developing, automating and monitoring processes and portal

services

-- Integration Services -- functionality for integrating internal

and external applications via broker operations, terminal

emulation capabilities, object repository capacity, screen

scraping technology and user animation features

With QDX(TM) Platform V, enterprises can adapt to changing customer needs and business strategies.

QUOVADX Adaptive Applications provide an alternative to the high cost of developing custom applications and the inflexibility of implementing packaged applications. Adaptive Applications, built on QDX Platform V, include 50% to 75% of the required "out-of-the-box" business process functionality that an enterprise needs. Quovadx Adaptive Application technology allows its customers to meet their specific needs, deploy best practices to gain competitive process advantage and respond to evolving requirements, regulations and policies. The result is a customised solution that is quickly deployable. Quovadx subject matter experts deliver customisation and implementation services in healthcare, media & entertainment, emerging technologies for eBusiness and business process automation.