Transforming business processes for operational effectiveness

A Steria Capability Overview

Transforming business processes for operational effectiveness

Streamline your complex business processes with Steria

è www.steria.com

Did you know...

Steria has more than 30 years’ experience in business process transformation dating back to a systems modernisation project for the Danish Tax and Customs agency in the 1980s

We have a network of consultants dedicated to business process transformation Steria is the leading European-based provider of shared services, recognised for high-quality

delivery of value-added and complex business transformation services Our NHS Shared Business Services joint venture with the UK Department of Health is driving

transformation in Finance, Procurement, Employee Services and Primary Care Services to improve service quality and achieve challenging cost savings

We are supporting one of the largest change programmes in the European public sector in a strategic partnership with Norway’s Labour & Welfare Administration (NAV)

We are the major shareholder in Shared Services Connected Ltd (SSCL), a joint venture with the UK Government’s Cabinet Office that will transform the way shared back office services are delivered across the UK public sector

Steria is ranked the No 1 provider of outsourced Finance & Accounting services in the UK according to NelsonHall Global BPO Market Forecast 2014

è www.steria.com

“Steria succeeds in developing solutions that constantly lift our processes and support our business goals.” Thomas B. Skræddergaard IT manager, Development & Projects, Sampension, Denmark

02 | Transforming business processes for operational effectiveness

Strategic Change

Embedded Change

Process Intelligence Methodology (PIM)

© Steria Groupe 2014

TOM Design

ContinuousImprovement &

Innovation

ServiceGovernance

Service Delivery& TOM

Transformation

Reporting& Insight

Transition Planningand Due Diligence

Business Visioningand Requirements

Change the Business

Run and Transform the BusinessTransition

Business processes are central to the running of any organisation; from key ‘front office’ customer-facing services right through to crucial ‘back office’ support functions that power your enterprise. Evolving the way you operate these processes can create significant business value: pulling out cost, speeding up response times and enabling you to create competitive advantage.

This competitiveness requires unprecedented levels of business agility, control and transparency. That’s why improving the effectiveness of your business support services is so vital; enabling you to respond to change and improving performance through faster decision making and implementation of key decisions.

Organisations are subsequently seeking to address organisational silos, overlapping business processes and lack of governance. Transforming your back office support

services can result in significantly improved business outcomes. But how do you achieve this, especially when your organisation is resistant to change? How do you ensure that all your processes, whether technology or business, come together in support of your corporate strategy?

Roadmap to transformation

Steria can help. A trusted transformation partner, we combine traditional change management, business services and IT experience with operational process knowledge and industry expertise. This allows us to deliver mission-critical transformation projects across Europe.

Our proven Process Intelligence Methodology comprises the key stages of:

• Business visioning and requirements

• Target operating model (TOM) design

• Transition planning and due-diligence

• Transition to your new ways of working

• Service delivery and TOM transformation

• Reporting and Insight

• Continuous Improvement and Innovation

• Service Delivery

This approach ensures that together we build a future operating model to support your business priorities. It is a model driven by a personalised roadmap guiding you through each step and measuring business benefits along the way. Our proven methodology is built on (and informed by) practical experience gained over the last 13 years, ensuring transformation is successful.

You benefit through highly agile back office services that can flex as your business changes. We have successfully helped clients: shorten cycle times for completing key business activities; improve customer service; significantly strengthen compliance and control; and run the back office more effectively.

We have also made it possible for clients to cut the resources required to achieve targeted objectives, enabling them to boost operational efficiency. New or improved processes are helping to create business capabilities, increase back office agility and support strategies for customer centricity across Europe.

Drive competitive advantage with business processesHow do you address the organisational silos and overlapping business processes that threaten your business agility?

è www.steria.com

Did you know... Steria works with Cleveland Police in the UK, transforming its operating model through a Police Shared Services Partnership that is delivering cost effective, efficient and citizen-focused policing.

Transforming business processes for operational effectiveness| 03

Steria’s Process Intelligence Methodology

Business processes are constantly being adapted, whether due to regulatory change, difficult economic conditions, technological advances, or increasingly demanding customers. Speed-to-market is slowed by inefficient processes.

To embark on a transformation journey, you need to know where you are now and where you are going to tomorrow. Can you measure how well you are currently performing and assess this against what good looks like? Are you planning to expand into different markets and geographies? Are you looking to digitise tasks to transform your service delivery? Steria’s business design services cover all the process work required to understand your current operational model in detail and to move your organisation to its target operating model.

Streamlining business operations for greater efficiency Do you need to modernise your operating model to gain competitive advantage? Is your ability to respond efficiently to rapidly shifting customer, partner or supplier requirements in need of a boost?

04 | Transforming business processes for operational effectiveness è www.steria.com

Business transformation

We draw on our track record in supporting continuous process improvement and business transformation projects as we deploy our methodology in the following services:

• Operational performance reviews allowing our clients to visualise and follow up improvements

• Detailed process design looking at each activity level in an organisation

• Business process mapping allowing us to document and visualise our clients’ work processes and systems and create the Standard Operating Procedures (SOP) that can then be change controlled

• Benefits realisation where we deploy Lean Six Sigma methodology and automation to undertake continuous improvement of the functional processes as part of our ongoing services management. Key benefits

include cost reduction, better customer focus, performance-driven metrics and focused leadership

• Service delivery and governance, for which we offer reporting dashboards to make our service visible, analytics tools to measure the vast volumes of data we process, and a rigorous, collaborative governance process to keep people and services on track.

We will establish what you need to do to treat your business operations as assets that directly contribute to enterprise performance by driving delivery excellence and business agility. Or we’ll manage operations on your behalf. So you benefit from streamlined business operations to achieve significant effectiveness savings and reduce expenditure.

Our business design services give you the building blocks for enhancing enterprise productivity and giving you competitive advantage with a clear return on investment.

Did you know… with around 280,000 customers, Sampension manages pension schemes for employees in municipalities and central government in Denmark. Steria custom made a solution that integrates case management, customer service and document management systems with product and policy systems to create transparency and improve quality in Sampension’s handling of customer cases.

Transforming business processes for operational effectiveness | 05è www.steria.com

Organisations use a combination of manual and automated business processes. As technology advances and service providers invest in models to optimise work, how efficient are these processes today? Do they enable your strategic objectives or are they a barrier to change? What does manual error cost your business, and what does having multiple versions of the truth cost in terms of risk and oversight?

Steria has views on what good operational design looks like. We work with organisations in both private and public sectors to roadmap tailored solutions to these problems. We can determine what is currently working well and whether new or upgraded technology and automation will help.

You can rely on us to capitalise on our knowledge and capability across a range of business and technology areas to support the move to your new target operating model – or to undertake this for you. We help you achieve this with process automation, improvement and re-engineering and operational delivery of business services

Using technology and automation to improve processesWhat tools and systems do you need to improve your business processes and measure the effectiveness of your process management?


The right tools

We can provide you with specialist know-how to support your selection of the tools and technologies you need to transform. These include business process management, case management and functionally-specific tools. Our technology and automation offering also includes specialist ERP system design and configuration aligned with our clients’ business process needs.

We aim to facilitate the move to new process disciplines and technologies with a framework for standardisation and de-duplication. You’ll equip your teams so that they can evaluate the performance of their support services with a focus on the right metrics.

As an example, we provided consulting expertise in case management, professional banking and process and architecture for a leading Swiss bank. Through specialised project management, software engineering, design and implementation of a business process management (BPM) solution, we made a significant contribution to customer value and customer satisfaction, as well as to optimising the bank’s processes.

Did you know… Steria has helped SKAT, the Danish Customs and Tax Administration, speed up the clearance of goods at Denmark’s borders with a powerful and highly configurable risk analysis system facilitating trade and industry and boosting competitiveness.

Transforming business processes for operational effectiveness| 07è www.steria.com

“By working together in partnership with Steria we are transforming our systems and processes, enabling us to face the future challenges of policing, whilst maintaining the service we deliver to the public.” Jacqui Cheer, Chief Constable, Cleveland Police, UK

Continuous improvement

Of course, once a service is transitioned change doesn’t simply stop. We also recognise the value of keeping processes fresh with a constant focus on how to improve them, no matter how marginal the change might be. Continual improvement is thus integral, not only during the design of new support services, but to the way in which we operationally manage our clients’ business services.

Business process transformation can be both unsettling for your employees and disruptive to day-to-day operations. In large-scale change programmes functional silos often create barriers to improvement, while user resistance must be overcome whatever the scale of the transformation.

Have you got the resources to make change happen, with programme management, change management and communications expertise? Are your teams equipped to deal with process change from both IT and business perspectives?

Steria has proven experience in driving large and often complex change programmes. Our implementation services include programme and project management, business and organisation change management, communications and transition, and transformation planning. We can help you to address the many non-technical issues you might face, such as how to change people’s attitudes and assumptions.

Leadership buy-in

We understand that successful process transformation can only be achieved with senior-level buy in. That’s why we work closely with our clients to make business process transformation part of mainstream management thinking. We can bring the true benefit of this change by helping to promote the adoption of a new culture and mind-set, as well as collaborative working between business and IT.

As an example, we worked with Abax in Norway to successfully implement a new quality management system. The company develops fleet management systems for vehicle tracking and trip logs. We provided both project management and technical support, as well as development methods and tools, training management and risk management in Abax’s successful journey to ISO certification.

We have successfully supported the transition to new and transformed business process for hundreds of organisations. Our robust methodology for transition addresses complex work taken on without staff, as well as onboarding and transforming incumbent teams to create improvements. It has been used time and again to transfer thousands of specialists working in back office operations, such as F&A, HR and procurement into Steria. Our methodology puts sensitive people change at its heart. It has also been used and designed to transfer hundreds of processes – often complex rules-based, exceptions and judgement work – to new locations where we recruit new talent to make a real difference for our clients.

Making change happen

How do you ensure a smooth transition to your new or improved processes and encourage user adoption so that you deliver the anticipated results?

Did you know… Steria helped to bring about change for RWE, one of Europe’s leading electricity and gas companies. We implemented our modular GAS-X solution to help RWE manage daily incidents in gas messaging and to improve incident detection and resolution. Our solution included business process modelling and has established a standard platform for the management of business processes.


Transforming with Steria

Here’s how our business process services are making a difference to two clients:

• In the UK we helped to release savings of more than £120 million with improved financial control and compliance for a leading telecoms giant

• NHS Shared Business Services, our joint venture with the UK Department of Health that commenced operation in April 2005, has freed up £224 million for use on frontline healthcare, 18 months ahead of schedule.

As these examples demonstrate, outsourcing your business services to Steria can yield significant cost savings. But there are other benefits too, such as creating a business model more able to change, and gaining better control and visibility of performance. We are committed to improving outcomes and providing a path to business transformation.


From meeting the need for cost effective business operations, to supporting business transformation and greater agility, outsourcing is a mainstream strategy with proven value in both the private and public sectors.

As a strategic outsourcing partner, Steria has a long history of delivering efficient and effective business services. Whether you are seeking single-step activities or entire business functions with their underpinning platforms, people and property, we have the expertise to take on board, automate, re-engineer and transform your business processes.

Our outsourced business process services can be delivered as part of a broader business transformation or as a standalone offering. They embrace a wide range of front, middle and back office services, such as Customer Support, Finance, Accounting, Payroll, Procurement and HR Administration. Our diverse middle office services also include administering insurance policies and claims, recovering money from fraudulent financial transactions, and the calculation of media royalty rights.

But that’s not all. Every day our clients also trust us to transform and operate their IT infrastructures and applications portfolios and support them with business consulting and efficient testing services.

We can tailor our delivery model to your requirements, from fully onshore or mixed on-offshore, to fully offshore. We are a trailblazer in shared services, being the market leader in Europe and, indeed, running one of the world’s largest shared service platforms. When you bring data from multiple large organisations into a standardised format and onto common systems you make step change gains from valuable big data insights.

Did you know… using our Steria Shared Services Weighted Assessment of Relative Maturity (SWARM) methodology, we investigated the effectiveness of a two-year-old shared service centre in Lithuania for a multi-national German Mittelstand organisation. This helped to focus the Board’s priorities and has given it a roadmap to transform the centre into a Group strategic asset that will help with its global growth agenda.

Improving business outcomes

Are your people tied up in time-consuming back-office or IT processes instead of focusing on your core purpose? Isn’t it time for a new approach to delivering your business services?

Our portfolio is built on client relationships that span decades. It is complemented by our proven IT-enabled consultancy services, delivery services and technology solutions that give you the agility you need to make change happen as quickly as possible:

• Transformation services: supporting the ongoing transformation of business processes, applications and IT infrastructure

• Consulting: making the most of our sector expertise to successfully implement strategic and organisational change

• Application development and system integration: from solution definition, design and development, to deployment and ultimate benefits realisation

• Testing and quality assurance: bridging the gap between application development and systems rollout

• Application management: agile, focused IT services based on guaranteed outputs and outcomes designed to optimise and maintain solutions

• Infrastructure management: meeting the drive for cost reduction, flexibility, performance improvement and growth

• Business process outsourcing: delivering a step change in business efficiency, agility and performance in functions such as HR, Procurement and Finance & Accounting.

We use our best-in-class consulting, solutions, industrialised business services and implementation expertise to ensure our clients are able to compete successfully in today’s dynamic operating landscape. For example, we have helped a French regional government department transform its service delivery with a unique multi-channel portal for which we developed the infrastructure and integrated it with existing systems.

In Germany we carried out business process modelling, programme and supplier management and other support activities for mobile network operator E-Plus Gruppe. This enabled the business to introduce next generation network planning capabilities.

As a trusted transformation partner, Steria can support you along the entire process transformation lifetime; from defining your target operating model and designing improved processes, to recommending new technologies and transitioning you

to your new ways of working. With new or enhanced processes embedded across your organisation, we can then run your operation services at the end of the transformation programme with a focus on continual improvement.

Rising to the 21st century challenge of business process transformation Steria offers advanced business process transformation solutions and services that incorporate new business models, game-changing technologies and proven expertise in business process optimisation.


Did you know… Steria’s strategic partnership with NAV in Norway has resulted in extensive improvement to the IT solutions that support business strategy, improved processes and more efficient working methods leading to shorter processing times.


Steria: Business Process Transformation servicesWe deliver specific Business Process Transformation services, solutions and innovations, including:

Services:

• Application Management & Development

• Shared Services

• Shared ServicesConsulting

• BusinessProcess Consulting

• Business Performance Improvement

• Business Process Outsourcing

• Change Management

• End-to-End Testing Management & Governance

• Infrastructure Management

• Operational & IT Outsourcing

• Programme Management

Solutions:

• Business Design Services

• Technology and Automation

• Implementation Services

Innovation:

• Business Visioning

• Value Stream Mapping

• Channel Strategy & Portal Solutions

• Cloud-based, Infrastructure On Command

• Digital Visioning

• Legacy Enablement

• Location-based Applications

• Mobile Application Development

• Target Operating Model Design & Roll-out

• Technology Insight & Direction

Find out more

Find out more about Steria’s extensive range of transport services and solutions and our diverse portfolio of IT-enabled business services by visiting www.steria.com or email [email protected]

About Steria: www.steria.com

Steria delivers IT enabled business services and is the Trusted Transformation Partner for private and public sector organisations across the globe. By combining in depth understanding of our clients’ businesses with expertise in IT and business process outsourcing, we take on our clients’ challenges and develop innovative solutions to address them efficiently and profitably. Through our highly collaborative consulting style, we work with our clients to transform their business, enabling them to focus on what they do best. Our 20,000 people, working across 16 countries, support the systems, services and processes that make today’s world turn, touching the lives of millions around the globe each day. Founded in 1969, Steria has offices in Europe, India, North Africa and SE Asia and a 2012 revenue of €1.83 billion. Over 20%* of Steria’s capital is owned by its employees. Headquartered in Paris, Steria is listed on the Euronext Paris market.

*Including “SET Trust” and “XEBT Trust” (4.15% of capital)

Groupe Steria SCA 43 - 45 Quai du Président Roosevelt F-92130 Issy-les-Moulineaux CEDEX France

For further information about our services visit www.steria.com

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Date post:	07-Nov-2014
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