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
RFI/RFP
• TCS HRO Engaged in a Number
of Global RFI/RFP Operations
& US Payroll
Oct 07’
Oct 07’
Aug 07’
TCS HRO/Payroll Investment
• TCS HRO Investment/
Aggressive Growth
TCS HRO Development
• HRO Investment in Global Platform
Development
Jul 07’ Diligenta
• Diligenta HRO Live Offshore
TCS HRO Global Payroll
• Commencement of Global
• Payroll Template Development
DOW Chemical
• India Payroll Live
Jan 07’
Mar 07’
Southern Water
Southern Water HRO Live
Jan 07’ •
Jan 07’
Oct 06’
HRO Payroll Rollout
• TCS HRO SAP Payroll for
60,000 employees
TUPE Transfer
• Diligenta HR Employees Transferred to TCS HRO
TCS HRO
• TCS HRO Win Southern Water HRO
Apr 06’
Global Payroll
HRO
HRO focus Top Tier Global HRO Provider
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TCS HRO Presentation 20071021 V.1.1.
CONFIDENTIAL
TCS HRO Offering
Customer Service Delivery
Self Service
1st Line Support
Resourcing
Services
Compensation
& Benefits
Workforce
Management
Employee
Services
Talent
Management
Payroll
Strategy
Strategy
Strategy
Strategy
Strategy
Strategy
Sourcing
Compensation
Admin
Personnel
Admin
Leave/
Absence
Learning
Admin
Pay
Administration
Screening
Benefits
Admin
Disciplinary
Admin
Exit/
Retirement
Content
Sourcing
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
Time &
Attendance
Workforce
Planning
Succession
Planning
Expenses
Management
Contractor
Management
Build to Gross
Knowledge Management, Records Management and Data Administration
Metrics Reporting and Analytics
Third Party Vendor Management
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TCS HRO Presentation 20071021 V.1.1.
CONFIDENTIAL
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.
HR Operations
• Move towards a PROCESS-CENTRIC
model
• Achieve a seamless business
transformation:-
HR Administration
- Day 1 Process efficiency and
performance improvement utilizing the
existing systems
Recruitment
Reward
Training Admin &
Delivery
HR Query
Handling
- Provide improved service level on a
continuous basis through Business
Transformation and Process ReEngineering
Transform
Continuous Improvement
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TCS HRO Presentation 20071021 V.1.1.
CONFIDENTIAL
Southern Water Service Delivery Scope
Customer Service Delivery
Self Service
1st Line Support
Resourcing
Services
Compensation
& Benefits
Workforce
Management
Employee
Services
Talent
Management
Payroll
Strategy
Strategy
Strategy
Strategy
Strategy
Strategy
Sourcing
Compensation
Admin
Personnel
Admin
Leave/
Absence
Learning
Admin
Pay
Administration
Screening
Benefits
Admin
Long Service
Awards
Exit/
Retirement
Content
Sourcing
Time & Attendance
Selecting
Long Term
Sick
Employee
Assistance
3rd Party
Management
Gross to
Net
Hiring
Time &
Attendance
Employee
Services
Appraisal
Management
Payroll
Delivery
Build to Gross
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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TCS HRO Presentation 20071021 V.1.1.
CONFIDENTIAL
Southern Water HR Service Delivery Model
Request Confirmation and Fulfillment
Events and
Inquiries
Case Management
and Triage
Complex Inquiries
and Domain Support
Retained HR
Employees
Client location
Service Channels & Delivery Center
Client
Onshore/Offshore
Onsite
Service
Centre
Stakeholders
Process Domains and Core Technology
Hiring Administration
Employees
Mumbai
Managers
Web/
Portal
• SW Sites
Midland
Trent
Peterborough
Employee Files
Data Management
Retirees
Reporting
HR Profs
Learning
Administration
Corporate
Staff
Local
Support:
Emails/
Images
3rd Parties
Other
Processes supported by
Integrated Technology
Applicants
Suppliers
Toll-free
Phone/IVR
Multiple Tier
Customer
Support:
• Workflow
• Case
handlers
• Data Entry
• Admin
Teams
Client
Systems
3rd Party
Systems
Appraisal
Administration
Business
Partners
• Specialist
Casework
• Escalations
• Client
Interfacing
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&
Analytics
Support
Technologies:
• Workflow
• Case Mgmt.
• Document Mgmt.
Organisation
Management
Termination
Administration
TCS HRO Presentation 20071021 V.1.1.
CONFIDENTIAL
Transition Time Line
Oct
2006
September
2006
Nov
2006
Contract
Agreed
Dec
2006
Sign
Off
Programme
Set Up
Detailed
Design
Resource
Recruitment
Jan
2007
Sign
Off
Feb
2007
Oct
2007
Sign
Off
Offshore/
Onshore
Training
&
Testing
Commencement
Of Onsite
Knowledge
Capture
Go Reverse
Live Work
IT
Architecture
shadowing
Stabilisation
Set Up of
Delivery Centres
Provision
of TCS
Resources into
SW
Joint Transition Team
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TCS HRO Presentation 20071021 V.1.1.
CONFIDENTIAL
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.
CONFIDENTIAL
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 Presentation 20071021 V.1.1.
CONFIDENTIAL
TCS HRO Case Study Water Utility Company
Company Overview:
• Water Utility company
Size and Scope of Deal:
• 2,000 employees spread
across UK
Business Needs
•
•
•
•
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.
Administrative Support
•
•
•
•
•
•
•
Recruitment
Learning & Development
HR Admin.
Absence
Leavers
MI & Analytics
Data Input
Systems Used:
• Trent
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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TCS HRO Presentation 20071021 V.1.1.
CONFIDENTIAL
Relationships Are Key
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TCS HRO Presentation 20071021 V.1.1.
CONFIDENTIAL
Thank You
Questions ?