Atos, Atos and fish symbol, Atos Origin and fish symbol, Atos Consulting, and the fish itself are registered trademarks of Atos Origin SA. April 2010© 2010 Atos Origin. Confidential information owned by Atos Origin, to be used by the recipient only. This document or any part of it, may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos Origin.

Process monitoring and optimisation through BI in outsourcing contracts for the public sector

Eloise Bhatia and James Luxford

Microsoft, Thames Valley Park, Reading , 12th May 2010

2 Process monitoring and optimisation

Overview

Background1

Objectives2

The SEQUENCE Solution3

Results4

3 Process monitoring and optimisation

Background

» IT Outsourcing environment

» Business Office Solution Managers responding to client requests for change (RFCs) via Change Control Notes (CCNs) on major government account

» SEQUENCE chosen by Programme Director as a tool to address current issues being faced

» SEQUENCE go-live May 2009 and major release in October 2009

» Part of a wider pilot programme to improve and lean the AO Change Management process

Atos Origin Business Office

4 Process monitoring and optimisation

People

»12 Solution Managers

»High workload and backlog of RFCs

»Reactive environment, fire fighting

Process

»Manually managed through MS Excel

»Lack of visibility and control

»Process bottle necks

Technology

»Use of document management system is restricted

»Use of SAP to manage financials

»No integration of tools

BackgroundPeople, Process and Technology

5 Process monitoring and optimisation

Objectives

Phase 1Phase 1 Phase 2Phase 2 Phase 3Phase 3

»To automate the current

process

»To develop a suite of reports

»To integrate with the

customer

»To implement document

management

»To develop as integrated AO

tool

»To develop workflows for all business processes

Project objectives and future plans

6 Process monitoring and optimisation

Dynamic BPM SolutionDynamic BPM SolutionDynamic BPM SolutionDynamic BPM Solution

Sequence

WorkflowWorkflow DashboardsDashboards MS MS OutlookOutlook

ReportingReportingServicesServices

The SEQUENCE SolutionUtilising Microsoft technology

7 Process monitoring and optimisation

The SEQUENCE SolutionSolution architecture and design

8 Process monitoring and optimisation

Results

» Visibility and control of the process, SLAs and KPIs

» Highlighting process bottlenecks

» Improved management of risk

» Improved performance management

» Improved management of resourcing levels and workloads

» Improved forecasting

» Reduction of manual input and administration overheads

» Management efficiencies

» Consistent message

» Integration with other tools

What SEQUENCE has delivered

9 Process monitoring and optimisation

Results

» Number of CCNs out of SLA reduced from 55% to 15% in 12 month period

» Backlog of CCNs reduced from 104 >30days old to 28 >30days old over 12 month period

» Reduced number of Solution Managers from 11 to 8 FTEs over 12 month period

» Improved revenue recognition

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60

70

Jun-09

Jul-09

Aug-09

Sep-09

Oct-09

Nov-09

Dec-09

Jan-10

Feb-10

Mar-10

Apr-10

CCNs Overdue per month

0

5

10

15

20

25

Mar-09 May-09 Jul-09 Sep-09 Nov-09 Jan-10 Mar-10

CCN Value by Month

RFC and CCN Statistics for the last 12 months

10 Process monitoring and optimisation

Questions ?

Atos, Atos and fish symbol, Atos Origin and fish symbol, Atos Consulting, and the fish itself are registered trademarks of Atos Origin SA. April 2010© 2010 Atos Origin. Confidential information owned by Atos Origin, to be used by the recipient only. This document or any part of it, may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos Origin.

Eloise Bhatia+44 (0)75 90 466 420eloise.bhatia@atosorigin.com

James Luxford+44 (0)7912399968james.luxford@pnmsoft.com

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