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Southern Water HRO A Collaborative Approach
Caroline Brown
Global HRO Practice Head - TCS
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TCS HRO Presentation 20071021 V.1.1.
TCS HRO Background
Apr 06
Jan 07
Oct 06
Jan 07
Jan 07
Mar 07
Jul 07
Aug 07
Oct 07
Oct 07
Oct 07
Jan 08
TCS HRO
TCS HRO Win Southern Water HRO
TUPE Transfer
Diligenta HR Employees Transferred to TCS HRO
Southern Water
Southern Water HRO Live
Diligenta
Diligenta HRO Live Offshore
TCS HRO Development
HRO Investment in Global PlatformDevelopment
The Nielsen Company
Commencement of Global WFA
& US Payroll
HRO Payroll Rollout
TCS HRO SAP Payroll for60,000 employees
DOW Chemical
India Payroll Live
TCS HRO Global Payroll
Commencement of Global Payroll Template Development
TCS HRO/Payroll Investment
TCS HRO Investment/Aggressive Growth
RFI/RFP
TCS HRO Engaged in a Numberof Global RFI/RFP Operations
TCS HRO Payroll Rollout
TCS HRO Rollout Payroll forGlobal US Company
HRO focus Top Tier Global HRO Provider
HRO focus Top Tier Global HRO Provider
Global Payroll
Global Payroll HRO
HRO
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TCS HRO Presentation 20071021 V.1.1.
Southern Water HRO Key Business Drivers
Scope of Opportunity
Business Drivers
Reduce Delivery Costs
Develop strategies to improve
long term cost competitiveness
and flexibility.
Move towards a PROCESS-CENTRIC
model
Achieve a seamless business
transformation:-
- Day 1 Process efficiency and
performance improvement utilizing the
existing systems
- Provide improved service level on a
continuous basis through BusinessTransformation and Process Re-
Engineering
HR Administration
Reward
HR Query
Handling
HR Operations Recruitment
Training Admin &
Delivery
Lift and Shift
Transform
Continuous Improvement
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TCS HRO Presentation 20071021 V.1.1.
Southern Water Service Delivery Scope
Customer Service Delivery
Sourcing
Screening
Selecting
Hiring
On Boarding
Orientation
Contractor
Management
Resourcing
Services
Compensation
Admin
Benefits
Admin
Compensation
& Benefits
Personnel
Admin
Long Service
Awards
Long Term
Sick
Time &
Attendance
Workforce
Management
Leave/
Absence
Exit/
Retirement
Employee
Assistance
Employee
Services
Employee
Services
Learning
Admin
Content
Sourcing
3rd Party
Management
Appraisal
Management
Talent
Management
Pay
Administration
Build to GrossTime & Attendance
Gross to
Net
Payroll
Delivery
Reconciliation
Expenses
Management
Payroll
Strategy Strategy Strategy Strategy Strategy Strategy
Knowledge Management, Records Management and Data Administration
Metrics Reporting and Analytics
Third Party Vendor Management
Self Service 1st Line Support
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TCS HRO Presentation 20071021 V.1.1.
Southern Water HR Service Delivery Model
Service Channels &
Service CentreProcess Domains and Core Technology
Client
Stakeholders
Employees
Managers
HR Profs
Retirees
Web/
Portal
Emails/
Images
Toll-free
Phone/IVR
Learning
Administration
Organisation
Management
Termination
Administration
Hiring Administration
Employee Files
Data Management
Appraisal
Administration
Delivery Center
Onshore/Offshore
Events andInquiries
Processes supported byIntegrated Technology
Case Managementand Triage
Complex Inquiriesand Domain Support
Mumbai
Peterborough
Client location
Onsite
Emp
loyees
RetainedH
R
Corporate
Staff
3rd Parties
Multiple Tier
Customer
Support:WorkflowCase
handlersData EntryAdmin
Teams
SW Sites
Local
Support:
Business
Partners
Specialist
Casework
Escalations
Client
Interfacing
Midland
Trent
3rd Party
Systems
Client
Systems
Support
Technologies: Workflow Case Mgmt. Document Mgmt.
Request Confirmation and Fulfillment
Reporting
&
Analytics
Other
Applicants
Suppliers
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TCS HRO Presentation 20071021 V.1.1.
Transition Time Line
ContractAgreed
Detailed
Design
Set Up of
Delivery Centres
Resource
Recruitment
September
2006
Commencement
Of Onsite
Knowledge
Capture
ProgrammeSet Up
Offshore/
Onshore
Training
&
Testing
IT
Architecture
Provision
of TCS
Resources into
SW
Stabilisation
Oct
2006Nov
2006Dec
2006Jan
2007
Feb
2007
Oct
2007
Sign
OffSign
Off
Sign
Off
Joint Transition Team
Reverse
Work
shadowing
Go
Live
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TCS HRO Presentation 20071021 V.1.1.
What Went Well!
Collaborative Approach - both TCS & SW worked closely together
Responsive to Southern Waters changing business needs
Move to a Process oriented environment from a more traditional
transactional environment
Speed of Transition to Mumbai
Reverse Workshadowing
Weekly Operational and Issue Management Calls
First Point of Contact Delivered from Southern Water site initially
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TCS HRO Presentation 20071021 V.1.1.
Where Lessons Were Learnt!
There is no such thing as pure Lift and Shift processes will need some
re-engineering
Early release of HR resources, made Knowledge Capture in some areasdifficult
Transition Resources need, Process Re-engineering Experience and
Workshop capability
Timescales for Implementation of IT Architecture were underestimated
Requirement to look at End to End process, when dealing with issues cannot take a blinkered approach.
Service Provider resources need to be encouraged to be accountable for
their actions and understand how they impact the overall process
Where delivery is across multiple locations, regular communication is
essential
Everyone needs to feel part of the same team
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TCS HRO Presentation 20071021 V.1.1.
TCS HRO Case Study Water Utility Company
Fragmented HR process, lack of Internal controls and procedure adherence
High cost of HR administration
Absence of process standardization and documentation
Change Management - Roll out organization-wide HR policies.
Business Needs
Phased solution
Asis Transition Implement Workflow Management Integrate Technology Support Performance Quality Management Online Query Management System
Centralized HR administration functions from single delivery centre and Help line support fromnear shore
Strategic HR Analytics and Reporting
Business Solution Offered By TCS
Focus on core competency
Centralized operations from SSC
Easy manageability Single SLA
Reporting and Control
Detailed documentation of business processes
Reduced HR Operating Costs
Business Benefits
Company Overview:
Water Utility company
Size and Scope of Deal:
2,000 employees spread
across UK
Administrative Support
Recruitment
Learning & Development
HR Admin.
Absence
Leavers MI & Analytics
Data Input
Systems Used:
Trent
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TCS HRO Presentation 20071021 V.1.1.
Relationships Are Key
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Thank You
Questions ?
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