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Southern Water HRO – A Collaborative Approach Caroline Brown Global HRO Practice Head - TCS PowerPoint PPT Presentation


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Southern Water HRO – A Collaborative Approach Caroline Brown Global HRO Practice Head - TCS. TCS HRO Background. Jan 08’. TCS HRO Payroll Rollout TCS HRO Rollout Payroll for Global US Company. Oct 07’. The Nielsen Company Commencement of Global WFA & US Payroll. Oct 07’. RFI/RFP

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Southern Water HRO – A Collaborative Approach Caroline Brown Global HRO Practice Head - TCS

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Southern water hro a collaborative approach caroline brown global hro practice head tcs l.jpg

Southern Water HRO – A Collaborative ApproachCaroline BrownGlobal HRO Practice Head - TCS


Tcs hro background l.jpg

TCS HRO Background

Jan 08’

  • TCS HRO Payroll Rollout

  • TCS HRO Rollout Payroll for Global US Company

Oct 07’

  • The Nielsen Company

  • Commencement of Global WFA & US Payroll

Oct 07’

  • RFI/RFP

  • TCS HRO Engaged in a Number of Global RFI/RFP Operations

Oct 07’

  • TCS HRO Development

  • HRO Investment in Global Platform Development

Aug 07’

  • TCS HRO/Payroll Investment

  • TCS HRO Investment/ Aggressive Growth

Jul 07’

  • Diligenta

  • Diligenta HRO Live Offshore

  • TCS HRO Global Payroll

  • Commencement of Global

  • Payroll Template Development

Mar 07’

  • Southern Water

  • Southern Water HRO Live

Jan 07’

Jan 07’

Jan 07’

  • TUPE Transfer

  • Diligenta HR Employees Transferred to TCS HRO

  • DOW Chemical

  • India Payroll Live

Oct 06’

  • TCS HRO

  • TCS HRO Win Southern Water HRO

Apr 06’

  • HRO Payroll Rollout

  • TCS HRO SAP Payroll for 60,000 employees

Global Payroll

HRO

HRO focus Top Tier Global HRO Provider


Tcs hro offering l.jpg

Strategy

Strategy

Strategy

Strategy

Strategy

Strategy

TCS HRO Offering

Customer Service Delivery

Self Service

1st Line Support

Resourcing

Services

Compensation

& Benefits

Workforce

Management

Employee

Services

Talent

Management

Payroll

Sourcing

Compensation

Admin

Personnel

Admin

Leave/

Absence

Learning

Admin

Pay

Administration

Screening

Benefits

Admin

Disciplinary

Admin

Exit/

Retirement

Content

Sourcing

Build to Gross

Time & Attendance

Selecting

Health &

Welfare

Grievance

Admin

Expat/

Relocation

3rd Party

Management

Gross to

Net

Hiring

Pensions

Admin

Long Service

Awards

Employee

Assistance

Performance

Management

Payroll

Delivery

On Boarding

Orientation

Flex Bens/

Other

Long Term

Sick

Employee

Services

Competency

Management

Reconciliation

Succession

Planning

Contractor

Management

Time &

Attendance

Workforce

Planning

Expenses

Management

Knowledge Management, Records Management and Data Administration

Metrics Reporting and Analytics

Third Party Vendor Management


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Southern Water HRO Key Business Drivers

Scope of Opportunity

Business Drivers

Lift and Shift

  • 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 Business Transformation and Process Re-Engineering

HR Operations

Reward

Recruitment

Training Admin &

Delivery

HR Administration

HR Query

Handling

Transform

Continuous Improvement


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Strategy

Strategy

Strategy

Strategy

Strategy

Strategy

Southern Water Service Delivery Scope

Customer Service Delivery

Self Service

1st Line Support

Resourcing

Services

Compensation

& Benefits

Workforce

Management

Employee

Services

Talent

Management

Payroll

Sourcing

Compensation

Admin

Personnel

Admin

Leave/

Absence

Learning

Admin

Pay

Administration

Screening

Benefits

Admin

Exit/

Retirement

Content

Sourcing

Build to Gross

Time & Attendance

Long Service

Awards

Selecting

3rd Party

Management

Gross to

Net

Long Term

Sick

Employee

Assistance

Hiring

Appraisal

Management

Payroll

Delivery

Time &

Attendance

Employee

Services

On Boarding

Orientation

Reconciliation

Contractor

Management

Expenses

Management

Knowledge Management, Records Management and Data Administration

Metrics Reporting and Analytics

Third Party Vendor Management


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Hiring Administration

Employee Files

Data Management

Learning

Administration

Appraisal

Administration

Organisation

Management

Termination

Administration

Southern Water HR Service Delivery Model

Request Confirmation and Fulfillment

Events and Inquiries

Case Managementand Triage

Complex Inquiriesand Domain Support

Processes supported by

Integrated Technology

Delivery Center

Onshore/Offshore

Client location

Onsite

Service Channels &

Service Centre

Client

Stakeholders

Process Domains and Core Technology

Employees

Midland

Trent

Employees

Mumbai

Peterborough

  • SW Sites

Managers

Web/

Portal

Reporting

Retirees

HR Profs

  • Local

  • Support:

  • Business

  • Partners

  • SpecialistCasework

  • Escalations

  • ClientInterfacing

Client

Systems

3rd Party

Systems

&

Retained HR

Corporate

Staff

Emails/

Images

  • Multiple Tier

  • Customer

  • Support:

  • Workflow

  • Case handlers

  • Data Entry

  • Admin Teams

Analytics

  • Support

  • Technologies:

  • Workflow

  • Case Mgmt.

  • Document Mgmt.

3rd Parties

Other

Applicants

Toll-free

Phone/IVR

Suppliers


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Transition Time Line

Oct

2006

Nov

2006

September

2006

Dec

2006

Jan

2007

Feb

2007

Oct

2007

Contract

Agreed

Sign

Off

Sign

Off

Go

Live

Sign

Off

Reverse

Work

shadowing

Offshore/

Onshore

Training

&

Testing

Commencement

Of Onsite

Knowledge

Capture

Detailed

Design

Programme

Set Up

Resource

Recruitment

IT

Architecture

Stabilisation

Set Up of

Delivery Centres

Provision

of TCS

Resources into

SW

Joint Transition Team


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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 areas difficult

  • 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.

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

Business Needs

Business Solution Offered By TCS

  • Phased solution

    • “As–is” 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 from near shore

  • Strategic HR Analytics and Reporting

Business Benefits

  • Focus on core competency

  • Centralized operations from SSC

  • Easy manageability – Single SLA

  • Reporting and Control

  • Detailed documentation of business processes

  • Reduced HR Operating Costs


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Relationships Are Key


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Thank You

Questions ?


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