full-year 2020 net income decreased to $ 306 million and diluted net income per share decreased to $ 2.70. both the temporary and consultant staffing segment and the permanent placement staffing segment experienced revenue declines , while revenue in the risk consulting and internal audit services segment increased 11.8 % in 2020 compared to last year . demand for the company 's contract and consulting staffing , permanent placement staffing , and risk consulting and internal audit services is largely dependent upon general economic and labor trends both domestically and abroad . although covid-19 continues to impact the global economy , the company has prioritized the health and safety of its employees , and a majority of global staffing and protiviti employees continue working remotely . the company has maintained full operations even where physical locations have remained closed . we believe that the company is well positioned to participate fully as broader economic growth returns . despite continued general economic declines , there is still strong competition for skilled talent , which increases the company 's value to clients . the extent of the economic disruption on the company 's operational and financial performance will depend on future developments , including the duration and spread of the pandemic and related actions taken by the u.s. government , state and local government officials , and international governments to prevent disease spread , all of which are uncertain and can not be predicted . 16 given the magnitude of the covid-19 impact on the company 's business , we have worked to effectively manage our costs and pursue revenue-generation opportunities . protiviti continued its record of multi-year double-digit revenue growth , with particular strength in its technology consulting practice , and it continues to benefit fro m multiple solutions offerings and pipeline , including particularly robust growth from the blended solutions with the company 's temporary and consultant staffing operations . the united states economic backdrop during 2020 was one of uncertainty as real gross domestic product ( “ gdp ” ) decreased 3.5 % compared with an increase of 2.3 % in 2019. the unemployment rate increased from 3.5 % in december 2019 , to a peak of 14.7 % during april 2020 , ending with 6.7 % in december 2020. we monitor various economic indicators and business trends in all of the countries in which we operate to anticipate demand for the company 's services . we evaluate these trends to determine the appropriate level of investment , including personnel , which will best position the company for success in the current and future global macroeconomic environmen t. the company 's investments in headcount are typically structured to proactively support and align with expected revenue growth trends and productivity metrics . we have limited visibility into future revenues not only due to the dependence on macroeconomic conditions noted above , but also because of the relatively short duration of the company 's client engagements . accordingly , we typically assess headcount and other investments on at least a quarterly basis . as such , during 2020 , we decreased headcount in our staffing lines of business but increased headcount in the protiviti line of business when compar ed to prior year-end levels . we are focused on the productivity levels of tenured staff and believe we have aligned staffing levels to drive increased profitability . capital expenditures , including $ 33 million related to cloud computing implementations , in 2020 totaled $ 67 million , approximately 71 % of which represented investments in software initiatives and technology infrastructure , both of which are important to the company 's future growth opportunities . capital expenditures for cloud computing implementation costs are included in cash flows from operating activities on the company 's consolidated statements of cash flows . capital expenditures also included amounts spent on tenant improvements and furniture and equipment in the company 's leased offices . we currently expect that 2021 capitalized expenditures will range from $ 85 million to $ 95 million , of which $ 50 million to $ 60 million relates to software initiatives and technology infrastructure , including capitalized costs relating to the implementation of cloud computing arrangements . critical accounting policies and estimates as described below , the company 's most critical accounting policies and estimates are those that involve subjective decisions or assessments . service revenues . the company derives its revenues from three segments : temporary and consultant staffing , permanent placement staffing , and risk consulting and internal audit services . revenues are recognized when promised goods or services are delivered to customers , in an amount that reflects the consideration the company expects to be entitled to in exchange for those goods or services . see note c— “ revenue recognition ” to the company 's consolidated financial statements included under part ii—item 8 of this report . income taxes . the company 's operations are subject to u.s. federal , state and local , and foreign income taxes . in establishing its deferred income tax assets and liabilities and its provision for income taxes , the company makes judgments and interpretations based on the enacted tax laws that are applicable to its operations in various jurisdictions . deferred tax assets and liabilities are measured and recorded using current enacted tax rates , which the company expects will apply to taxable income in the years in which those temporary differences are recovered or settled . the likelihood of a material change in the company 's expected realization of its deferred tax assets is dependent on future taxable income and the effectiveness of its tax planning in the various relevant jurisdictions . the company also evaluates the need for valuation allowances to reduce the deferred tax assets to realizable amounts . story_separator_special_tag selling , general and administrative expenses for the company 's risk consulting and internal audit services division were $ 186 million for the year ended december 31 , 2020 , decreasing by 3.4 % from $ 193 million for the year ended december 31 , 2019. as a percentage of revenues , selling , general and administrative expenses for risk consulting and internal audit services were 14.8 % in 2020 , down from 17.1 % in 2019. the decrease in selling , general and administrative expenses as a percentage of revenue is primarily due to positive operating leverage resulting from increased revenue . income from investments held in employee deferred compensation trusts . under the company 's employee deferred compensation plans , employees direct the investment of their account balances , and the company invests amounts held in the associated investment trusts consistent with these directions . as realized and unrealized investment gains and losses occur , the company 's employee deferred compensation obligation to employees changes accordingly . changes in the company 's deferred compensation obligations noted above remain in selling , general and administrative or in the case of the company 's risk consulting and internal audit services division , costs of services . the value of the related investment trust assets also changes by the equal and offsetting amount , leaving no net costs to the company . the company 's income from investments held in employee deferred compensation trusts consists primarily of unrealized and realized gains and losses and dividend income from trust investments . the company 's income from investments held in employee deferred compensation trusts was $ 75 million and $ 55 million for the years ended december 31 , 2020 and 2019 , respectively . the increase in income from trust investments was due to positive market returns in 2020. income before income taxes and segment income . the company 's total income before income taxes was $ 422 million , or 8.3 % of revenues , for the year ended december 31 , 2020 , down from $ 626 million , or 10.3 % of revenues , for the year ended december 31 , 2019. combined segment income was $ 422 million , or 8.3 % of revenues , for the year ended december 31 , 2020 , down from $ 622 million , or 10.2 % of revenues , for the year ended december 31 , 2019. the following table provides a reconciliation of the reported income before income taxes to the non-gaap combined segment income for the years ended december 31 , 2020 and 2019 ( in thousands ) : replace_table_token_3_th 21 for the company 's temporary and consultant staffing division , segment income was $ 237 million , or 6.8 % of applicable revenues , down from segment income of $ 410 million , or 9.3 % of applicable revenues , in 2019. for the company 's permanent placement staffing division , segment income was $ 29 million , or 7.8 % of applicable revenues , down from segment income of $ 84 million , or 15.7 % of applicable revenues , in 2019. for the company 's risk consulting and internal audit services division , segment income was $ 156 million , or 12.3 % of applicable revenues , up from segment income of $ 128 million , or 11.3 % of applicable revenues , in 2019. provision for income taxes . the provision for income taxes was 27.4 % for both the years ended december 31 , 2020 and 2019 , respectively . years ended december 31 , 2019 and 2018 a complete discussion of changes regarding our financial condition and results of operations for the year ended december 31 , 2019 , compared to the year ended december 31 , 2018 , can be found in “ management 's discussion and analysis of financial condition and results of operations ” in part ii , item 7 of the company 's annual report on form 10-k for the fiscal year ended december 31 , 2019 , filed with the sec on february 14 , 2020 , which is available free of charge on the sec 's website at www.sec.gov and at www.roberthalf.com/investor-center . change in presentation . in 2020 the company changed its consolidated statements of operations to separately present ( income ) loss from investments held in employee deferred compensation trusts . under the company 's employee deferred compensation plans , employees direct the investment of their account balances , and the company invests amounts held in the associated investment trusts consistent with these directions . as realized and unrealized investment gains and losses occur , the company 's deferred compensation obligation to employees changes accordingly . however , the value of the related investment trust assets also changes by an equal and offsetting amount , leaving no net cost to the company . under the new presentation , changes in the company 's employee deferred compensation obligations remain in selling , general and administrative expenses or , in the case of risk consulting and internal audit services , costs of services . however , the offsetting changes in the investment trust assets are presented separately below selling , general and administrative expenses . this does not change the previously reported levels of pre-tax or after-tax income or cash flow . under the new presentation , we replaced the discussion of consolidated operating income with the non-gaap measure of combined segment income . this is calculated as consolidated income before income taxes adjusted for net interest income and amortization of intangible assets , and is equal to the sum of segment income . discussions regarding financial conditions and results of operations for the year ended december 31 , 2019 , compared to the year ended december 31 , 2018 , which were impacted by this change in presentation are presented herein . gross margin . the company 's gross margin dollars were $ 2.53 billion for

liquidity and capital resources the change in the company 's liquidity during the years ended december 31 , 2020 and 2019 , is primarily the net effect of funds generated by operations and the funds used for capital expenditures , investment in employee deferred compensation trusts , net of redemptions from employee deferred compensation trusts , repurchases of common stock , and payment of dividends . cash and cash equivalents were $ 574 million and $ 270 million at december 31 , 2020 and 2019 , respectively . operating activities provided $ 597 million during the year ended december 31 , 2020 , in addition to $ 9 million generated from investing activities offset by $ 315 million of net cash used in financing activities . operating activities provided $ 520 million during the year ended december 31 , 2019 , offset by $ 102 million and $ 423 million of net cash used in investing activities and financing activities , respectively . operating activities—net cash provided by operating activities for the year ended december 31 , 2020 , was $ 597 million . this was composed of net income of $ 306 million adjusted upward for non-cash items and changes in working capital of $ 59 million and $ 232 million , respectively . net cash provided by operating activities for the year ended december 31 , 2019 , was $ 520 million . this was composed of net income of $ 454 million adjusted upward for non-cash items of $ 74 million offset by net cash used by changes in working capital of $ 8 million . investing activities—net cash provided by investing activities for the year ended december 31 , 2020 , was $ 9 million . this was composed of proceeds from employee deferred compensation trust redemptions of $ 123 million , largely offset by capital expenditures of $ 33 million , investments in employee deferred compensation trusts of $ 65 million and $ 16 million cash paid for an acquisition . cash used in investing activities for the year ended december 31 , 2019 , was $ 102 million .


 Write a concise suspicious activity report of the following text delimited by triple backquotes. Return your response as a formal report which covers the key points highlighting the location,dates,entity names and account holder information in chronological order of the text.
     ```liquidity and capital resources the change in the company 's liquidity during the years ended december 31 , 2020 and 2019 , is primarily the net effect of funds generated by operations and the funds used for capital expenditures , investment in employee deferred compensation trusts , net of redemptions from employee deferred compensation trusts , repurchases of common stock , and payment of dividends . cash and cash equivalents were $ 574 million and $ 270 million at december 31 , 2020 and 2019 , respectively . operating activities provided $ 597 million during the year ended december 31 , 2020 , in addition to $ 9 million generated from investing activities offset by $ 315 million of net cash used in financing activities . operating activities provided $ 520 million during the year ended december 31 , 2019 , offset by $ 102 million and $ 423 million of net cash used in investing activities and financing activities , respectively . operating activities—net cash provided by operating activities for the year ended december 31 , 2020 , was $ 597 million . this was composed of net income of $ 306 million adjusted upward for non-cash items and changes in working capital of $ 59 million and $ 232 million , respectively . net cash provided by operating activities for the year ended december 31 , 2019 , was $ 520 million . this was composed of net income of $ 454 million adjusted upward for non-cash items of $ 74 million offset by net cash used by changes in working capital of $ 8 million . investing activities—net cash provided by investing activities for the year ended december 31 , 2020 , was $ 9 million . this was composed of proceeds from employee deferred compensation trust redemptions of $ 123 million , largely offset by capital expenditures of $ 33 million , investments in employee deferred compensation trusts of $ 65 million and $ 16 million cash paid for an acquisition . cash used in investing activities for the year ended december 31 , 2019 , was $ 102 million .
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 Suspicious Activity Report : full-year 2020 net income decreased to $ 306 million and diluted net income per share decreased to $ 2.70. both the temporary and consultant staffing segment and the permanent placement staffing segment experienced revenue declines , while revenue in the risk consulting and internal audit services segment increased 11.8 % in 2020 compared to last year . demand for the company 's contract and consulting staffing , permanent placement staffing , and risk consulting and internal audit services is largely dependent upon general economic and labor trends both domestically and abroad . although covid-19 continues to impact the global economy , the company has prioritized the health and safety of its employees , and a majority of global staffing and protiviti employees continue working remotely . the company has maintained full operations even where physical locations have remained closed . we believe that the company is well positioned to participate fully as broader economic growth returns . despite continued general economic declines , there is still strong competition for skilled talent , which increases the company 's value to clients . the extent of the economic disruption on the company 's operational and financial performance will depend on future developments , including the duration and spread of the pandemic and related actions taken by the u.s. government , state and local government officials , and international governments to prevent disease spread , all of which are uncertain and can not be predicted . 16 given the magnitude of the covid-19 impact on the company 's business , we have worked to effectively manage our costs and pursue revenue-generation opportunities . protiviti continued its record of multi-year double-digit revenue growth , with particular strength in its technology consulting practice , and it continues to benefit fro m multiple solutions offerings and pipeline , including particularly robust growth from the blended solutions with the company 's temporary and consultant staffing operations . the united states economic backdrop during 2020 was one of uncertainty as real gross domestic product ( “ gdp ” ) decreased 3.5 % compared with an increase of 2.3 % in 2019. the unemployment rate increased from 3.5 % in december 2019 , to a peak of 14.7 % during april 2020 , ending with 6.7 % in december 2020. we monitor various economic indicators and business trends in all of the countries in which we operate to anticipate demand for the company 's services . we evaluate these trends to determine the appropriate level of investment , including personnel , which will best position the company for success in the current and future global macroeconomic environmen t. the company 's investments in headcount are typically structured to proactively support and align with expected revenue growth trends and productivity metrics . we have limited visibility into future revenues not only due to the dependence on macroeconomic conditions noted above , but also because of the relatively short duration of the company 's client engagements . accordingly , we typically assess headcount and other investments on at least a quarterly basis . as such , during 2020 , we decreased headcount in our staffing lines of business but increased headcount in the protiviti line of business when compar ed to prior year-end levels . we are focused on the productivity levels of tenured staff and believe we have aligned staffing levels to drive increased profitability . capital expenditures , including $ 33 million related to cloud computing implementations , in 2020 totaled $ 67 million , approximately 71 % of which represented investments in software initiatives and technology infrastructure , both of which are important to the company 's future growth opportunities . capital expenditures for cloud computing implementation costs are included in cash flows from operating activities on the company 's consolidated statements of cash flows . capital expenditures also included amounts spent on tenant improvements and furniture and equipment in the company 's leased offices . we currently expect that 2021 capitalized expenditures will range from $ 85 million to $ 95 million , of which $ 50 million to $ 60 million relates to software initiatives and technology infrastructure , including capitalized costs relating to the implementation of cloud computing arrangements . critical accounting policies and estimates as described below , the company 's most critical accounting policies and estimates are those that involve subjective decisions or assessments . service revenues . the company derives its revenues from three segments : temporary and consultant staffing , permanent placement staffing , and risk consulting and internal audit services . revenues are recognized when promised goods or services are delivered to customers , in an amount that reflects the consideration the company expects to be entitled to in exchange for those goods or services . see note c— “ revenue recognition ” to the company 's consolidated financial statements included under part ii—item 8 of this report . income taxes . the company 's operations are subject to u.s. federal , state and local , and foreign income taxes . in establishing its deferred income tax assets and liabilities and its provision for income taxes , the company makes judgments and interpretations based on the enacted tax laws that are applicable to its operations in various jurisdictions . deferred tax assets and liabilities are measured and recorded using current enacted tax rates , which the company expects will apply to taxable income in the years in which those temporary differences are recovered or settled . the likelihood of a material change in the company 's expected realization of its deferred tax assets is dependent on future taxable income and the effectiveness of its tax planning in the various relevant jurisdictions . the company also evaluates the need for valuation allowances to reduce the deferred tax assets to realizable amounts . story_separator_special_tag selling , general and administrative expenses for the company 's risk consulting and internal audit services division were $ 186 million for the year ended december 31 , 2020 , decreasing by 3.4 % from $ 193 million for the year ended december 31 , 2019. as a percentage of revenues , selling , general and administrative expenses for risk consulting and internal audit services were 14.8 % in 2020 , down from 17.1 % in 2019. the decrease in selling , general and administrative expenses as a percentage of revenue is primarily due to positive operating leverage resulting from increased revenue . income from investments held in employee deferred compensation trusts . under the company 's employee deferred compensation plans , employees direct the investment of their account balances , and the company invests amounts held in the associated investment trusts consistent with these directions . as realized and unrealized investment gains and losses occur , the company 's employee deferred compensation obligation to employees changes accordingly . changes in the company 's deferred compensation obligations noted above remain in selling , general and administrative or in the case of the company 's risk consulting and internal audit services division , costs of services . the value of the related investment trust assets also changes by the equal and offsetting amount , leaving no net costs to the company . the company 's income from investments held in employee deferred compensation trusts consists primarily of unrealized and realized gains and losses and dividend income from trust investments . the company 's income from investments held in employee deferred compensation trusts was $ 75 million and $ 55 million for the years ended december 31 , 2020 and 2019 , respectively . the increase in income from trust investments was due to positive market returns in 2020. income before income taxes and segment income . the company 's total income before income taxes was $ 422 million , or 8.3 % of revenues , for the year ended december 31 , 2020 , down from $ 626 million , or 10.3 % of revenues , for the year ended december 31 , 2019. combined segment income was $ 422 million , or 8.3 % of revenues , for the year ended december 31 , 2020 , down from $ 622 million , or 10.2 % of revenues , for the year ended december 31 , 2019. the following table provides a reconciliation of the reported income before income taxes to the non-gaap combined segment income for the years ended december 31 , 2020 and 2019 ( in thousands ) : replace_table_token_3_th 21 for the company 's temporary and consultant staffing division , segment income was $ 237 million , or 6.8 % of applicable revenues , down from segment income of $ 410 million , or 9.3 % of applicable revenues , in 2019. for the company 's permanent placement staffing division , segment income was $ 29 million , or 7.8 % of applicable revenues , down from segment income of $ 84 million , or 15.7 % of applicable revenues , in 2019. for the company 's risk consulting and internal audit services division , segment income was $ 156 million , or 12.3 % of applicable revenues , up from segment income of $ 128 million , or 11.3 % of applicable revenues , in 2019. provision for income taxes . the provision for income taxes was 27.4 % for both the years ended december 31 , 2020 and 2019 , respectively . years ended december 31 , 2019 and 2018 a complete discussion of changes regarding our financial condition and results of operations for the year ended december 31 , 2019 , compared to the year ended december 31 , 2018 , can be found in “ management 's discussion and analysis of financial condition and results of operations ” in part ii , item 7 of the company 's annual report on form 10-k for the fiscal year ended december 31 , 2019 , filed with the sec on february 14 , 2020 , which is available free of charge on the sec 's website at www.sec.gov and at www.roberthalf.com/investor-center . change in presentation . in 2020 the company changed its consolidated statements of operations to separately present ( income ) loss from investments held in employee deferred compensation trusts . under the company 's employee deferred compensation plans , employees direct the investment of their account balances , and the company invests amounts held in the associated investment trusts consistent with these directions . as realized and unrealized investment gains and losses occur , the company 's deferred compensation obligation to employees changes accordingly . however , the value of the related investment trust assets also changes by an equal and offsetting amount , leaving no net cost to the company . under the new presentation , changes in the company 's employee deferred compensation obligations remain in selling , general and administrative expenses or , in the case of risk consulting and internal audit services , costs of services . however , the offsetting changes in the investment trust assets are presented separately below selling , general and administrative expenses . this does not change the previously reported levels of pre-tax or after-tax income or cash flow . under the new presentation , we replaced the discussion of consolidated operating income with the non-gaap measure of combined segment income . this is calculated as consolidated income before income taxes adjusted for net interest income and amortization of intangible assets , and is equal to the sum of segment income . discussions regarding financial conditions and results of operations for the year ended december 31 , 2019 , compared to the year ended december 31 , 2018 , which were impacted by this change in presentation are presented herein . gross margin . the company 's gross margin dollars were $ 2.53 billion for

