Tcs Hro Slides

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Southern Water HRO A Collaborative Approach

Caroline Brown

Global HRO Practice Head - TCS


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- 2 -CONFIDENTIAL

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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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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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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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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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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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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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 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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Relationships Are Key


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Thank You

Questions ?

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