First Data's Roadmap to a Successful HR
Transformation
QuestDirect.org
First Data's Roadmap to a Successful HR
Transformation
QuestDirect.org
Agenda
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Our Company
Our Transformation Journey
Our Technology Roadmap
Our BI Strategy
Q&A
QuestDirect.org
Company Overview
QuestDirect.org
What Do We Do?
QuestDirect.org
Our Products and Services
QuestDirect.org
Landscape
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We process 14,000 transactions per second, that’s 31 billion transactions per month
We process half of all US transactions
We do business in over 50 countries worldwide
One third of the company’s revenue is generated outside the US
We have over 25,000 employees and “on the ground” coverage in 36 countries
PeopleSoft evolution at First Data:
1999 - 2012
Monthly updates; maintenance
packs, upgrades
1998
PeopleSoft HCM 7.0, NA Payroll &
Base Benefits launched in U.S.
1999
2000
2003
Global Implementation
completed
2001
2002
2003
2004
2006
Upgrade to
PeopleSoft 8.9
2005
2006
1998
2007
2008
2009
2010
2011
2012
2012
2001
Time & Labor Launch
U.S. only
2012
HCM 9.1, PeopleSoft ESS,
Position Management
QuestDirect.org
Our Transformation Journey
QuestDirect.org
Global HR Technology – Our Vision
A journey to become and continue as a world-class HR organization, where:
• A single source of truth is provided through superior technology
• An increase in quality business partnerships impacting profitability
• Employees’ experiences are consistent
• Talent Management is the mindset
• Job satisfaction increases
• Efficiency & effectiveness is the norm
Key Enablers for our Leaders
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Integrated technology suite to enable talent management and drive business results – from hiring to development
to performance compensation
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Real-time, single-source access to employee transaction, profiles & reporting
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Simplification & globalization of HR policies and processes
QuestDirect.org
Global HR Transformation – Pillars for Success
World Class HR
Process Excellence
 Process and policy
harmonization
 Process ownership
 Consistent tools & process
methodology leveraged
globally
 Metrics and control plans
HR Globalization
Globalize HR structure
Process
Role Clarity
E
Seamless partnership
§ Bulletof1Global
Optimum leverage
HRSC for all global issues
 Near shore & cost effective
resolution for local issues
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Operating Rhythm and Infrastructure
Change Management
QuestDirect.org
Technology
Optimization
Reduce unit
costs
 PeopleSoft upgrade
 Payroll consolidation
 Robust self service tools
 Enabled full talent
management suite
 Case management
 Technology governance
Our Process Excellence Journey
The Summit Advantage
Shareholder Value &
Quality Leadership
Level 5
Cultural Shift
• Cultural Process
Excellence
• Customer focused
Functional Focus
Process Focus
Active / Reactive
Data Driven
Level 4
Internal View
Customer Voice
Silo Activity
Integrated Teams
• Data driven
accountability
• Operating rhythm
Hero
Leadership
Level 3
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5
4
3
• Project Teams
• Continuous
Improvement
Level 2
Level 1
Best
Practice
Process Owners
Measurement
Coaching
Reward Structure
Leadership
Process Model
Process Toolbox
Process Competency
2
1
0
QuestDirect.org
Enabling Our Transformation – Process View
Payroll Processing
Current State:
US
• Disjointed employee & manager experience
• Inconsistent business processes not properly
integrated with corporate systems
• No true process owners or accountability
Future State:
Implement appropriate process
ownership, governance, and ongoing
monitoring process
Deploy integrated talent
management technology
with self service
capabilities
Custom Project Translation
2.00
1.80
1.70
1.60
1.50
1.40
Automated Project Labor Consumption
1.30
1.35
1.30
1.20
1.10
1.00
Custom Project Translation
Jan
2.00
Feb
Mar
Apr
May
Jun
1.90
1.80
Jul
Aug
Sep
Labor Hours/Project
Projects/Million Names Shipped
1.90
Projects/Million Names Shipped
Standardize tools, core business
processes and policies and
realign across geographies
rather than by
geographies
Japan
3
2
1
Greece
PY
1.25
CY
1.20
1.15
Oct
Nov
Dec
1.10
1.05
PY
CY
1.70
1.00
Jan
1.60
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
1.50
1.40
1.30
1.20
PY
1.10
CY
1.00
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
QuestDirect.org
• Consistent employee and manager experience
• Consolidated and standardized processes and technologies
across geographies
• Process owner accountability & appropriate controls
• Robust self-service tools
Enabling Our Transformation – Service View
Current State:
Future State:
• The HR Service Center handles 8400 direct employee inquiries per
month; 95% from US
• 60% of US and less than 5% of international employee and manager
transactions are handled via self service
• Employee and manager experience is negatively impacted by the current
system which is limited to tracking individual calls rather than providing
case management functionality
Omaha
Costa Rica
Full HR Service Delivery
• 80% of all employee/manager transactions globally handled through
employee and manager self service
• Fully integrated PeopleSoft Case Management tool enabling 95% of
global Tier 2 support to be provided by the HR Service Center
• Consistent employee and manager experience through the lowest cost
channels
Omaha
Costa Rica
QuestDirect.org
Enabling Our Transformation – Systems View
Current State:
ESS
Future State:
MSS
Other
Hewitt
Mercer
PeopleSoft
Talent
Mgmt
NA
Payroll
Comp
Time &
Labor
HR
HelpDesk
PeopleSoft 9.1 HRMS Suite
Flex
Pay
Other
MetPay
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Current disparate systems & environments
PeopleSoft was not deployed with a global view
“Best in Class” approach to technology
100 + interfaces & integration points
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Symphony
PeopleSoft “vanilla” core leveraged globally for employees and contingent workers
Sunset all “Best in Class” applications
Governance process for all technology requests
Standardized processes and technologies across geographies leading to a
consistent employee and manager experience
Less than one half of existing interfaces
QuestDirect.org
Enabling our Transformation – Data View
Vacation requests in Greece
Current State:
• No single “source of truth” for employees and contractors
• Data integrity issues
• Focus on reporting data rather than providing business analytics
• Highly manual data collection and mining efforts
Future State:
Ad hoc reporting
• One- off analytics
• Drop-drag parameters
Sources of Operational data
…
PeopleSoft
HR Analytics
Canned reporting
• Standard reporting
package
• Read-only capability
QuestDirect.org
Sales Distribution
Sales Distribution
Revenue Production by Team
Revenue Production by Team
100
90 100
80 90
70 80
60 70
50 60
40 50
Quartery Sales
Quarterly Sales
30 40
20 30
10 20
010
0
Q1
Q2
Q1
Q3
Q2
Q4
Q3
Q4
• Transform fragmented
data into actionable
information
• Better linkage to financial
data
• Visibility into true
employment costs
• Enable manager selfservice reporting
Our Technology Roadmap
QuestDirect.org
PeopleSoft 9.1 Deployment Schedule
eCompensation
Int’l Payroll
Core HCM
Manager Self Service
HR Help Desk
Profile Management
Business Intelligence
Contingent Workers
Career & Succession Planning
QuestDirect.org
International Timeline
Year
Q1
Q2
Q3
Q4
Vendor Switch Only
2012
2013
2014
2015
Each country deployment will include Global Payroll, Employee Self Service, Time and Labor, Absence
Management and Benefits in local language
QuestDirect.org
Program Structure
QuestDirect.org
Base Upgrade – What we’ve accomplished
Set the foundation for First Data’s “single
source of truth”
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Eliminated 60% of report queries enabling capacity for more proactive
analytics
Improved data accuracy and reduced rework by implementing standard
PS 9.1 functionality
Improved employee experience
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Provided a new summary page to review/edit employee information
Delivered additional self service capability for managing personal email
addresses; critical for employee surveys
Simplified the technology footprint
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Eliminated of 1,900 customizations
Prepared to sunset People Data Manager Tool
Deployed the infrastructure for our integrated
global talent management system
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Reduced job codes from over 1,600 to 523
Operationalized position management team
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Standardized 8 self service transactions across the globe (100+ global
processes impacted)
Harmonized 3 time and labor policies
Provided “on the job” coaching/training/mentoring on process excellence tools
to over 50 employees
Harmonized policied & began our process
excellence journey
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QuestDirect.org
Considerations of a global transformation
What was key to our success…
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Built strong partnerships for strategic guidance and expertise
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Focused on voice of the customer and process work up front
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Harmonized global policies
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Established a formal change management program
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Developed a strong program leadership structure
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Created relationships from other organizations to learn from their experiences
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Leveraged multiple communication vehicles to support a global deployment
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Committed to face-to-face workshops to get a global view
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Gained trust and commitment of our steering committee by providing data driven recommendations
QuestDirect.org
Change Management – It is critical!
• Engaged a Global Change Leadership
team and change champions to rollout
training & communications
• Provided “WIIFM” to all impacted groups
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to gain support
Created clear & consistent communication
vehicles
• Implemented a formal training strategy
utilizing UPK
• Developed an HR Transformation Video
QuestDirect.org
Lessons Learned – What would we do differently?
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Don’t understand estimate power of resistance; implement resistance management
plans early
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Ensure project managers are experienced in the IT project management lifecycle &
education the executives and team members on “what to expect”
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Separate the configuration and track lead responsibilities
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Assign dedicated process experts
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Provide change management training to key stakeholders and project team
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Deliver more change preparedness to key constituents
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Deploy a standard project toolkit prior to kickoff and ensure the tools are being leveraged
consistently
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Have a dedicated DBA to build the environments
QuestDirect.org
For More Information
Tracy Quinn
VP, Global HR Technology & Process Excellence
+1 (404) 890 2515
tracy.quinn@firstdata.com
Nancy Pannarale
Program Director
+1 (303) 967-5793
nancy.pannarale@firstdata.com
QuestDirect.org
APRIL 7-11, 2014
Sands Expo and Convention
Center
Las Vegas, Nevada
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