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Citadel Consulting	"Serve our customers as they Want to be served."
One of Citadel's most distinguishing characteristics is our client loyalty. We believe that our record in this area is outstanding and that the basis of client satisfaction is getting the job done Well. Every client has different needs, perception, level of expertise, environment, industry, organization form, procedures and resource adequacy. Successful vendors have to adjust to a variety of settings With a minimum of disruption to client operations. Citadel has helped many companies Worldwide, municipalities, and utilities harness the power of their information systems - reducing costs, increasing productivity, and enhancing decision-making. We do so by offering expertise in the administrative processes critical to those markets, as Well as a spectrum of supporting products and services, from software and turnkey systems management to implementation assistance and dedicated onsite support. The demand for Citadel products and services has, in fact, grown dramatically, nearly tripling over the past five years. We continued to build upon our strong performance of previous years, foster collaboration and making further progress toward our other major goals, financial and otherwise. These achievements are all the more gratifying because We have attained them at a time When growth is slow in our industry as a Whole. Business-to-Business Partnership  Today, more than ever, building a business requires a comprehensive approach. All the element, Whether employer personnel or sub-contractor, must Work together toward one common goal. At Citadel, We understand this need, and We are putting increasing emphasis on business-to-business collaboration so that We can provide our customers With more integrated information and solutions. The greatest impact of collaboration is that it gives our associates a Wider spectrum of products to sell. As a result, they can be more effective in meeting customers' needs. Collaboration is also instrumental in giving Citadel a seamless appearance to customers Who purchase a variety of our products and services. This is important factor in building long-term relationship. The ability to share information across the partnership becomes increasingly important as our family of companies Works together more closely in meeting customer needs. As a result, We are giving high priority to developing the technological infrastructure that enables us to use our information resources effectively. The better We manage information, the more We can do to serve customers, and the stronger our partnership With them becomes. Furthermore, the ability to leverage information through technology has very positive implications for top- and bottom-line growth. Building a lifetime partnership means going that extra mile. We took our first step toward this goal in early 1995 after one our customer boasted that "Citadel is a partner that customers can depend on When they face decisions that affect their project needs". U What you need, When you need it. Building a lifetime partnership means providing the products to fit our customers need, Whatever their size or financial category. Therefore We look at the customer relationship as a continuum over time, and each point in that continuum represents a need that We can meet. U Responsive Service, year in and year out. Building a lifetime partnership means maintaining a consistently strong track record in customer service. Some businesses provide great service some of the time, and others provide a little service all of the time. A company that Wants to keep customers for a lifetime has to provide outstanding service all of the time. "We are in the business of helping companies With their computer and management needs...". One of Citadel guiding corporate values is "Serve our customers as they Want to be served." This means, in part, responding promptly each and every time a customer has a need, a problem or a question. It also means building strong- relationships With the people and organizations Who distribute our products to the public, because good service and high customer satisfaction are goals We share With them. Via on onsite services partnership, Citadel Works each client to optimize or improve the client's existing computing and information management operations...or restructure those operations as needed, utilizing new, less costly yet more productive information systems. Clients can tailor Onsite services partnerships to meet their own specific and unique requirements. Citadel uses proven methodologies to match a client's needs to the most cost- efficient computing environment; improve computer facilities; develop and implement software; plan the information management process; and measure performance. Onsite services enhance service While controlling data processing costs-often With immediate financial benefits-and improve the control of computing resources. Customers Who are confident that they Will alWays get the service they need are customers Who Will stay With Citadel for a lifetime. Citadel commitment to our customers means, first of all, having a clear view of Who they are and how they measure satisfaction. We make every effort to listen to our diverse customer base, and respond in Ways that exceed expectations. That might mean introducing exciting new products, strengthening marketing and distribution, and improving responsiveness and efficiency. While the means may be different for each of our customers, the end remains constant - to provide customers With quality, value and satisfaction. This is the cornerstone of Citadel business and operating philosophy. We recognize that providing superior products and service for our customers is essential to producing excellent financial performance for or associates. Expert guidance in a changing World. Building a lifetime partnership means offering practical advice When our customers have important decisions to make. The process of building a company is like a journey. Each step represents a decision that must be made. And because life is alWays changing, there are alWays new decisions to consider. Citadel is a partner that customers can depend on When they face decisions that affect their future. We've been in the computer business since 1981, and We're a noted source of knowledge and expertise. likewise, our partners are experienced professionals Who are experts in their fields. We can't make decisions for our customers, but We can provide the information, options and advice they need to make informed decisions of their own. Our good advice builds the trust and confidence that keep customers With Citadel for a lifetime. Here for the long haul. Building a lifetime partnership means that We're here When it counts, no matter how far in the future. Citadel has been here for 15 years, and We'll be here tomorrow. We have the long-term view that it takes to build a financially secure future, and our products are designed to last a lifetime. Our customers know they can count on Citadel to deliver on its promises. This success is a testimony to three important factors. One is our associates. We asked a great deal of them, and they more than met the challenge. We thank everyone at Citadel for a job Well done. The second factor is our customers and business-to-business partnership program. They are simply doing an outstanding job, as our sales growth demonstrates. We thank them for their business, and We Will Work to keep strengthening our partnership With them. The third factor is that We have focused on the right strategies for growth. As We move forward into a new fiscal year, We are confident that We are building on a strong strategic foundation. Our goal is clear and simple: to build customers for a lifetime by strengthening the bonds that link our businesses to each other and to our customers. The result Will be greater financial security for our customers, greater value for our business-to-business partners, and more opportunities for our associates. We believe Citadel has exciting prospects for the future.

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