LTSB Service Migration Brainstorming Session (Sorry “Idea Shower”)
Objective Objective: To brainstorm: • What the service migration for Lloyds TSB encompasses; and • What we as service delivery/implementation need to ensure occurs to provide the client with their expected level of service post-migration.
Approach • What is the expected service? • Operational monthly cycle • Service delivery monthly cycle • Service areas • What are the elements which make up this service? Breakdown: • 1. Visible service areas • Employee & Client • 2. Less visible service areas • Internal • 3. Physical transfer issues • Creation of service migration checklist/plan
What is the expected service? • Operational Monthly Cycle Files In: Daily: Changes (a) OU (b) Weekly: Health Screening (c) Fortnight: Half pay, nil pay (d) Manual amends 13th (e) Monthly: Pensions (f) Providers (g) 01 31 Outputs: Month end: Payroll (a, b, c, d, e, g) Providers (a, d, e, g) Data Dump (a, c, d, e, g) Pensions (a, d, e) Reconciliation Reports (a, c, d, e, g) Daily: Leavers (a, c, e) Letters (a, b, d, e, g) Generic Services. e.g. Web (a, d, e, f) MI Reports (a, b, c, d, e, f, g)
What is the expected service? • Service Delivery Monthly Cycle - August
What is the expected service? • Service Areas: • Operations • Administration • Technical support/set up • Telephony • Call Centre • Email • IVR • Web Services • Administration • Employee interface • Client interface • Print & Mail • Consultant / SDM • IT (infrastructure, support & maintenance, SBC contract management) • Post room / IMC
Client Stakeholders • Project Manager/Relationship Manager • Compensation and Benefits • Finance • HR Technology • HR Communications • C&G • Scottish Widows • Group Pensions • Payroll
What are the elements which make up this service? Breakdown: 1. Visible service areas • Employee • Client 2. Less visible service areas • Internal 3. Physical transfer issues