TELUS Sourcing Solutions

Transcription

1 TELUS Sourcing Solutions Canada s Leader in Human Resources Business Process Outsourcing For further information visit us online at telussourcingsolutions.com

2 Table of Contents TSSI Table of Contents...i Introduction...1 Who We Are & What We Do...2 Quantified Client Value Add...11 What Makes TSSI Different...13 TSSI s Lessons Learned...16 Conclusion...19 Table of Contents i

3 Introduction TSSI Canada's healthcare sector is facing many challenges. Service and public accountability expectations continue to increase capital and operating budgets are not keeping pace with those expectations and the attraction, retention and growth of its human resources are being exacerbated by national shortages of qualified professionals. In response to those challenges, numerous healthcare institutions, are evaluating Human Resource Business Process Outsourcing (HR BPO) partnerships and solutions to enable them to do more with less, share risks and rewards, and reallocate scarce resources from non core activities to core patient care services. Of particular interest are outsourced solutions that Our Purpose to enable Canadian Healthcare institutions to attract, retain and grow their top talent is delivered through best practice automation, thought leadership in the field of Human Resources and the creation of capacity to support our client s HR challenges, while substantially reducing operating costs through greater efficiency, program cost savings and cost avoidance. At the same time our client s achieve millions of dollars in quantified annual value through the strategic focus on the utilization of its human assets and enabling technologies. enable healthcare providers to increase the strategic value derived from their internal HR initiatives and services by leveraging technology, strengthening decision making capacity, streamlining processes, while reducing, or containing costs. TELUS Sourcing Solutions Inc. (TSSI) is the only vendor presently providing a full function HRMS solution and end to end HR/Payroll services to large, complex, public sector organizations, with particular focus within Canada s healthcare market. TSSI is well positioned to meet the evolving needs of this market by leveraging its financial capacity, healthcare knowledge, and operational experience. In addition, TSSI reduces its client s HR operating costs for the comparable scope of services while enabling millions of dollars of annual value through creative, flexible and effective strategies to address changing HR priorities. TSSI s services represent a natural progression of BPO strategies and TSSI is leading the way by using its capabilities and credibility to produce a different result a result that is client focused and produces measurable benefit. That s what makes TSSI a different company, and the best partner for healthcare organizations seeking to transform and enhance the strategic value of their internal HR services and processes. As it is increasingly necessary for organizations to meet their HR challenges, the primary purpose of this paper is to provide background on TSSI s services and how we compliment our client s HR Transformation agenda. Introduction Page 1

4 Who We Are & What We Do TSSI TSSI Overview: TSSI, a wholly owned subsidiary of TELUS Corporation, is the leading provider of full service HR BPO within the Canadian public sector. Our core business is the delivery of fully integrated end to end processes and consultative and support services in Human Resources (HR), Payroll and Health, Safety &Wellness (HS&W), Employee Contact Centre, Human Resources Management Systems (HRMS), Application Services (ASP) and technology infrastructure support. We are the only full service HR BPO provider in North America with demonstrated knowledge and successful experience in delivering this comprehensive suite of BPO services with a core competency in the public sector. We provide value through the key features of our offering: Delivery of end to end HR transactional business processes that enhance the hospital s current HR services. State of the art and leading edge HRMS systems that will provide comprehensive workforce analytics and decision support. Operational and financial risk mitigation through a performancebased contract. A substantial reduction in operating costs for the comparable scope of services, and predictable pricing throughout the term of the agreement. Enablement of millions of dollars in annual value add initiatives, programs and collaborative thought leadership Access to TSSI s knowledgeable and experienced operational bench strength. Access to TSSI s program development and national thought leadership forums. Ability to expand our solution and associated benefits to neighboring hospitals within your LHINs. TSSI provides the necessary capital while assuming all risks associated with identification, and implementation of the required technology that s necessary to deliver best in class HR services. In addition, TSSI mitigates all future uncertainty related to the supporting technology by including sustainment through its Application Management Services and infrastructure support. HR services proven to drive value and operational efficiency, permitting your scarce resources to focus on strategic HR initiatives and patient care delivery. An implementation plan that realizes benefits quickly, while avoiding the need for up front capital. Who We Are & What We Do Page 2

5 TSSI by the Numbers: TSSI has proven experience in successfully providing human resource services and support to health care clients in Canada. Within Ontario and across Canada, we provide human resource services to 161 rural and urban healthcare sites; including 18 full service hospitals, 4 comprehensive health centres, 41 continuing care centres and a variety of community care organizations. In total, TSSI provides HR services to over 50,000 health care employees in Ontario, Alberta and British Columbia. The following table features TSSI s actual transaction volumes across its current Canadian client base. Description Volume Number of clients employees and families supported 94,000 Number of clients managers and supervisors supported 6,700 Number of client sites 800 Number of cities and town where clients sites are located 120 Dollar value of payroll and benefit services (annual) Dollar value of payroll and benefit services (every pay period) $4.3 Billion Over $165 Million Transactions processed annually 4,000,000+ Contact centre queries (annual) 315,000 Annual Job postings 16,000 Annual Job applications processed 125,000 Number of TSSI employees Over 400 Number of TSSI Centers within Canada 3 At TSSI the delivery of high quality and accuracy as it relates to the high volume of transactions is our most important strategic imperative. For example: Of the 94,000 T4 s produced in 2007 for the 2006 calendar year, TSSI only recorded 7 errors. Also in 2007, TSSI was recognized for better than world class in the delivery and execution of the BC Government s bonus payouts. The BC Government s auditors concluded that TSSI s error rate was only.01607% representing a cash error of only $ out of an $89 Million payout of complex calculations and payouts. TSSI significantly outperformed the industry standard (.038% for its peer group and.0275% for world class). Who We Are & What We Do Page 3

6 TSSI Service Offerings: Since TSSI specializes in service delivery to the public sector, we understand public sector HR service initiatives and appreciate the reasons for their success within this environment. Recognizing the need for healthcare organizations to reallocate resources toward core business, our business process support is geared to optimize the efficiency of HR related services. Utilizing a Shared Services model, TSSI leverages its expertise in e business, information technology and process improvement, to provide a unique breadth of business process support. The following table provides a summary of each of the service areas: Service Area Recruitment and Workforce Planning Total Compensation Payroll Description TSSI s professionals work with our clients from the planning stages of your recruitment needs to the on boarding of new staff. We provide advice as to where and how to attract the best candidates, allowing you to get the most bang for your recruitment dollars. Enhanced services include recruitment, relocation/immigration, new hire orientations, workforce analytics, and exit/transfer interviews. TSSI provides a broad range of consultative services related to compensation programs and practices for unionized and non unionized employee groups. From conducting job evaluations and classifying jobs, using a wide variety of methodologies, to developing pay philosophies and conducting market reviews, to providing guidance on the development and design of your organizational structure, our compensation services team ensures that your compensation programs are effectively and appropriately aligned to your mission, vision and values. TSSI has extensive experience in servicing complex payrolls in the public sector, including managing multiple collective agreements and payment schedules. We offer payroll generation, reporting, year end payroll processing, timekeeper training and reconciliation of payroll accounts. As an added service, we operate an annual T4 hot line to address employee questions and concerns. Confidentiality of payroll records and employee information is strictly maintained in accordance with specific privacy legislation. Who We Are & What We Do Page 4

7 Cont d Service Area Benefits & Pension HR Systems Employee Records and Privacy Description TSSI will assure the highest level of management of your employee benefit program. Our experienced benefit professionals are experts in benefit and pension plan administration, leave management and pension consultation. They provide leading edge customer service for employees as well as effective liaison with benefit providers and consultants. In addition, our comprehensive services extend to account reconciliations, financial management, pricing, consultative services to support labour relations, collective bargaining and HR professionals, and communication/education material development and deployment. Our team of business and system analysts works with our clients to successfully implement your human resource initiatives and priorities. We provide expertise in the development of business requirements, streamlining of business processes, documentation, user training, reporting and system integration. Our professionals work closely with you to ensure that changes to benefit, pension, compensation and payroll programs are managed and that regulatory and collective bargaining terms and conditions are understood and fully implemented. As the custodian of your employee records, TSSI strictly adheres to privacy, access and information recovery legislation TSSI provides comprehensive business process support with the ability to be flexible to meet specific client needs. It is our objective to ensure high quality services are provided in order for our client organizations to focus on their mission and associated mission critical activities. Who We Are & What We Do Page 5

8 TSSI Today and into the Future TSSI offers flexible, innovative and customer focused solutions that meet the ever expanding HR needs of the organizations we service. At the core of our offering is the industry s best in class Human Resource Management System (HRMS) inclusive of time entry, payroll, workforce administration, compensation administration, benefits and pension administration and workflow control. Augmenting this core offering, are a Recruitment Management System (RMS), a Health and Safety Management System, and our proprietary High Performance Workplace Solutions (HPWS), which provides succession planning, in addition to performance and learning management. And, to meet the ever expanding needs of our clients, TSSI is currently in discussions to bring a leading edge Compensation Management System (CMS) to compliment our application base. The following chart features our range of services, offered today and into the future. What Organizational Transformation (Culture of Excellence) Value Add HR Attract, Retain & Grow Top Talent Strategic HR Support Value to Organization How Strategic Consulting Services: Change Management Organization Development HR Functional Consulting. (rewards, recognition, Performance Mgmt 360 degree.) Decision Support: HR Metrics Operational Support Clinical Info. Support HR Systems Applications Accreditation Support HR Transaction & Support Services: Recruitment, Compensation, Benefits. Occupational Health & Safety, Wellness Learning and Development Call Centre Core People Processes Payroll Services: Time and labour Gross to net Internal/external reporting Who We Are & What We Do Page 6

9 In the beginning stages of our client partnerships, our core services are focused primarily in HR Transactions, Payroll and Support Services. As our relationship with our clients matures we collaborate to deliver Workforce Analytics which drive the Decision Support process in our client organizations. We increasingly provide Strategic Consultative Services at the request of our TSSI constantly searches for the industry best practices and enabling technologies, ensuring our clients are presented with strategic choices that enhance their human resource function, resulting in positive organizational outcomes. TSSI also presents world class thought leadership forums for its clients, through live seminars, presentations and executive workshops by leading edge thinkers like Dr. David Ulrich customers, or proactively as issues are identified through day to day interaction, or part of strategic planning activities. TSSI assists its clients in HR thought leadership by hosting client workshops whose objective is to provide innovative considerations in the field of human resource management. For example, in 2007 TSSI hosted a workshop for our client s CEO s and key Senior Officers with Dr. David Ulrich (considered by many as the world s leading HR thought leader) in an engaging day of insight and discussion regarding strategic human resource best practices and its organizational implications. From our strategic consulting engagements, to day to day client interactions, to our on going business process re engineering initiatives, our clients have realized millions in added value, cost savings and operational efficiencies within their organizations. These measurable benefits are attained across the entire service line TSSI delivers to its clients. Who We Are & What We Do Page 7

10 The diagram below depicts the history and evolution of our services and supporting technologies. It also features our future direction based on current feedback from our customers, allowing for a broad suite of services to meet specific operational and business needs. Who We Are & What We Do Page 8

11 TSSI Customer Experience within Canadian Healthcare TSSI delivers 100% of its services today to the public sector. Every one of our 94,000 supported employees belongs to a multi union organization, represented by over 100 collective agreements and located across client 800 sites. TSSI began as a public private partnership between TELUS and the Calgary Health Region. We have grown rapidly through the addition of new clients during the past 4 years, including Hamilton Health Sciences, Government of Alberta Ministry of Children's Services, University of Calgary, Calgary Board of Education and Vancouver Coastal Health. Also, due to the realignment of Alberta s Heath Region boundaries, other healthcare clients were incorporated into the CHR relationship, which has expanded our scale of work for the CHR (i.e. CareWest, Headwaters Health Authority, the Strathmore and Didsbury Rural Health Regions, and the Banff Mineral Springs Hospital). TSSI s PeopleSoft HRMS experience for public sector was acquired through the implementation of a significant PeopleSoft client/server ASP solution in the mid 1990 s in B.C. This implementation involved five distinct locations; four with the now Vancouver Coastal Health Authority, and one with the now Provincial Health Services Authority (PHSA). The Children s and Women s Hospital and B.C. Cancer Agency, both part of the PHSA, joined the ASP service in 1998 and 1999, respectively. This HRMS experience was extended through the implementation of a full PeopleSoft HRMS ASD solution with the CHR in 2003 and delivering full end to end BPO services for recruitment; compensation; benefits; pension; payroll; health, safety and wellness; HRMS application support; and, HRMS infrastructure management. Currently, TSSI provides services to 94,000 public sector employees in multi site, multi union environments nation wide. Who We Are & What We Do Page 9

12 The following table features TSSI services offered to our multi site multi union healthcare client organizations. TSSI Healthcare Customer Organizations Services Provided By TSSI Hamilton Health Sciences 1) Chedoke Hospital 2) Hamilton General Hospital 3) Henderson General Hospital 4) Juravinski Cancer Centre 5) McMaster Children s Hospital 6) McMaster University Cancer Centre HR, Payroll, OH&S End to End BPO Strategy and Planning Contact Centre Support PeopleSoft Support Medgate Support Application Management Calgary Health Region 1) Banff Mineral Springs Hospital 2) Canmore General Hospital 3) Didsbury District Health Services 4) Alberta Children s Hospital 5) Foothills Medical Centre 6) Peter Lougheed Centre 7) Rockyview General Hospital 8) Oilfields General Hospital 9) Strathmore District Health Services 10) High River General Hospital 11) Vulcan Community Health Centre 12) Claresholm Care Centre CareWest Long Term Care HR, Payroll, OH&S End to End BPO Strategy and Planning Contact Centre Support PeopleSoft Support Medgate Support Application Management Payroll Administration and Processing Payroll System Application Management Benefits & Pension Administration Workforce Analytics & Decision Support Payroll Administration and Processing Payroll System Application Management Benefits Administration Strategy and Planning Who We Are & What We Do Page 10

13 Quantified Client Value Add TSSI Creating capacity and velocity are key value drivers for any organization considering outsourcing business functions. Driving value for our clients is an important aspect of the TSSI/Client relationship. Listed below are a number of examples of measurable value that our healthcare clients have realized during the initial period of our partnership: Value Description Annual overall staff turnover rates reduced Nursing staff annual turnover rates reduced Pharmacy staff annual turnover rates reduced Reduction in average number of annual non occupational health sick days Metric Vacancy rates and external hire rates on an annual basis compared to the overall employee population on a year over year basis Vacancy rates and external hire rates on an annual basis compared to the overall employee population on a year over year basis. Vacancy rates and external hire rates on an annual basis compared to the overall employee population on a year over year basis Average number of sick days per eligible employee less previous year s average number of sick days per eligible employee Value ($ or Operational Efficiency/Impact) 2.1% improvement providing an estimated $2,000,000 savings per year in hiring cost based on an all inclusive cost of $10,000 per hire 1.0 % improvement providing an estimated internal savings of $450,000. This client actually performs 1.9% better than the healthcare industry average providing for an estimated savings of $855,000 compared to industry averages 9.1% year over year improvement resulted in a $90,000 savings that year. However, the important metric here is the absolute percentage improvement (9.1%) in this hard to fill occupation. Average 1.1 day improvement resulting in an estimated $2,000,000 savings last year. Compared to overall health care averages the improvement is 5.9 days or approximately $10,000,000 better than the health care industry average. Quantified Client Value Add Page 11

14 Cont d Value Description Reduction in annual average WSIB severity rates. Safe patient and object handling training Employee Self Service Metric Days lost per 100 employees Occupational accidents frequency and severity Calls to the Contact Centre, Human Resources Value ($ or Operational Efficiency/Impact) In absolute days lost, this client s performance resulted in approximately $107,000 of savings. Importantly, however, the continued improvement in accident severity resulted in a number of years of WSIB NEER rebates culminating in a further rebate of $526,724 for the last reporting year. Savings have been captured in an earlier item. Safe work practices, like lifts and transfers, enhance the work environment providing for better organizational productivity and patient safety. Providing just in time capability for employees to obtain information and change/review their employment conditions provided many soft dollar savings in time and attention of Managers and HR representatives and contributing to employee service excellence. Quantified Client Value Add Page 12

15 What Makes TSSI Different TSSI The table below features the six significant differences between a traditional method of outsourcing and TSSI s approach to creating a collaborative partnership that results in operational excellence, decreased costs and increases quantified value add. Traditional outsourcing models only focused on reducing costs and shifting risk, while TSSI s model encourages thoughtful collaboration between its clients, whereby each party plays a critical role in creating greater value through business transformation and operational excellence. Traditional Outsourcing Cut Costs Focuses on cutting costs Streamline Operations Focus only on the functional area (ie. HR) Commoditize Creates homogeneous processes that lacks differentiation Tactical Improvement Used in predictable markets Discontinuous Changes in technologies are disruptive to the client s business processes Arm s Length Relationship Creates yet another enterprise silo TSSI s Services Model Cut Costs + Increase Innovation Combines cost cutting with increased innovation, industry thought leadership producing additional quantified value add Streamline The Value Chain TSSI considers the impact to the entire organization Differentiate Innovates processes to increase differentiation, (ie. TSSI s Recruitment Management Solution for Healthcare) Strategic Excellence TSSI s dynamic solution set aligns with the shifting healthcare market Continuous TSSI buffers its client s business processes from technology change Trust Based Partnership TSSI engenders trust and collaboration, leading to greater value What Makes TSSI Different Page 13

16 Because our approach to HR service delivery is not commoditized across industries, TSSI has to understand the unique political, regulatory and financial constraints within which Ontario healthcare organizations operate. We possess advanced human resource, business process transformation and systems competencies. And by choosing TSSI, healthcare organizations are able to leverage the knowledge we have gained through the implementation of full function HRMS systems for complex, healthcare organizations like yours. TSSI accomplishes the differentiation mentioned above through the following specific focus areas: Understanding the Healthcare Environment TSSI was created in response to growing expectations and accountabilities, rising costs and budget pressures within healthcare. We deliver high quality, sophisticated and cost effective HR and related services to complex multi site, multi union, healthcare environments. This is our core business and we are effectively positioned to respond to the demands and opportunities of the emerging healthcare BPO market because we understand the challenges of operating within this setting. TSSI recognizes the public sector in general and specifically healthcare is somewhat dependent on outdated technology for its back office systems. When coupled with financial pressures (both operating and capital), cost reductions, increasingly complex collective agreements and workforce limitations and shortages, internal HR service providers are finding it increasingly difficult to meet both transactional and strategic expectations. It was these factors that led to TSSI developing a new, flexible HR services delivery model to achieve and deliver public good mandates by enabling client needs, as opposed to the vendor s services, to shape the ultimate HR solution. Our dedicated, highly trained and experienced professionals focus on establishing strategic partnerships with clients to deliver best in class solutions in an environment of reduced risk and capital outlay. Healthcare HRMS Experience TSSI possesses significant experience and expertise in the provision of transactional and strategic HRMS services to healthcare. The change management competencies, best practices in human resources, payroll, and health, safety and wellness expertise of our team, coupled with best in class information technology, enables us to develop and implement customized, flexible and highly effective solutions. In addition, our management and implementation teams are comprised of senior human resources and IT professionals with experience relevant to the specific HR and associated services required by the public sector. Our team has been structured to reflect the primary requirements of planning, systems development and applications, computer operations, technical and end user support. What Makes TSSI Different Page 14

17 Transformation of HR We assist clients in transforming their HR functions by enabling them to pursue strategic initiatives to support overall organizational objectives through the effective collection and distribution of critical HR information to decision makers and staff. This includes professional development, leadership identification and development, strategic recruitment and retention, enhanced relationships with unions and staff, succession planning and employee recognition. Services Commitment Our solutions incorporate clear, measurable and effective service level requirements, while enhancing service levels and maintaining flexibility to effectively respond to the changing policy and regulatory environment in which the client operates. In particular, our approach includes the following: An aggressive, flexible, proactive approach to planning, problem resolution and continuous improvement in partnership with the client supported by an effective transition and operations strategy to identify and mitigate risk early and optimize current benefit upgrades A comprehensive service delivery model that respects the unique requirements of all stakeholders through a client focus that embraces common client and TSSI Service Level Agreement (SLA) objectives and utilizing performance measures Effectively leverages technology to deliver productivity improvements by lowering unit costs and providing timely and ongoing renewal of accessible technology solutions Effective and efficient business processes to maximize client business productivity improvements, while incorporating innovation, continuous improvement initiatives and a new results oriented way of doing business Provision of reliable, timely information to decision makers to enhance system and employee productivity Flexible and Creative Business Model TSSI performance based business model minimizes the financial commitment and risk of the client by investing the capital required to provide a state of the art HRMS and offering a simple, fair and transparent fixed price structure for the term of the agreement. Solutions are scalable without significant increase in cost and incorporate significant value add features to assist client executives, management and employees in refocusing their energies on strategic HR activities. What Makes TSSI Different Page 15

18 s Lessons Learned TSSI TSSI has gained extensive experience through its work with our healthcare and broader public sector clients. This experience has lead to the identification of numerous lessons learned regarding establishing a sustainable, mutually beneficial relationship with our clients. These are outlined below: Strategy Ensure the transformation supports the client s strategic organizational objectives and meets increasing HR demands be flexible and anticipate continuous change Jointly build with the client a flexible, customizable and scalable solution that focuses on the needs of the end user Assist in securing mutual executive team commitment and create a clear, understandable and easily communicated joint vision Maximize process improvements and the strategic value of the retained employees Ensure mutual expectations are understood and referenced throughout the term of the engagement Establish a creative and collaborative governance model that can function effectively to represent the interests of both parties and respond to and resolve issues in a timely and mutually beneficial manner Develop a solution that maximizes process improvements and the strategic value Plan for ongoing change. Change is constant and a given, however, change is rarely unpredictable. Build flexibility and change mechanisms into plans TSSI s Lessons Learned Page 16

19 Culture Hold workshops for early and purposeful alignment of values Create, document and communicate a joint vision Recognize excellence in existing capabilities and processes Look beyond the contract and develop informal rules for managing the relationship within the context of the clients and service providers respective cultures Develop and share a common language Structure Develop a joint project structure to fulfill on strategy and culture, inclusive of a joint executive steering committee and working groups Assign a single point of responsibility for solution delivery, but leave execution and accountability with those delivering the service Explore appropriate performance based business models incorporate pricing and solution flexibility and scalability Develop clear performance metrics and commitments base on today and evolve over time Establish a process to address changing business environments (i.e. scope or scale changes) Focus on the what, not on the how client should be concerned with the end result, not on how it will be achieved (i.e. the technology) Appropriate escalation mechanisms need to be defined and agreed to by all parties to ensure timely response to issues resolution People Engage in early, open and continuous communication Create a dedicated people transition team Ensure adequate transfer of employee knowledge as their knowledge is critical to the successful transition. Provide incentives/recognition of their contributions Recognize and respect the union environment Transition quickly and support those impacted Ensure the plan considers early, open and continuous communication by and to labour relations and relevant regulatory authorities TSSI s Lessons Learned Page 17

20 Priorities Identify the organizational behavior the client wishes to change Define scope clearly and focus on absolutes, not nice to haves Ensure end user service enhancement Identify and resolve barriers and risks to success Understand the impacts of sequential decisions Facilitate efficient decision making processes Establish baseline measurements Develop clear deliverables Focus on the long term and create value for both the client and TSSI Leverage TSSI capabilities to assist in establishing client priorities In addition to the foregoing, there are numerous lessons learned which, while not having general application to most outsourcing arrangements, may nevertheless be useful in specific circumstances. For example, public sector clients will often retain external consultants to assist with contract negotiations. An unintended result is this may lengthen the process as the consultant normally does not have final signoff authority or a stake in a quick resolution of the negotiation. Further, it will curtail the building of a relationship with the client and may limit buy in as they were not a direct party to achieving the final result. Consequently, it is important the service provider maintain frequent, informal contact with the client throughout the negotiation process. TSSI s Lessons Learned Page 18

21 Conclusion TSSI TSSI recognizes the challenges facing healthcare organizations in moving forward with HR transformation initiatives. Change is difficult. Outsourcing projects typically impact many people and are highly visible. And they often represent a new direction for the organization at a time when budgets are severely constrained and public expectations are already high and increasing. But HR initiatives also present many opportunities. There is the potential, through creative and innovative BPO solutions, to enhance flexibility and accountability, while achieving operational and TSSI is the only provider that s successfully delivering end to end HR services to complex, multi site, multi union healthcare organizations within Canada. We have relevant knowledge and experience in providing these services and the necessary quality and quantity of resources available to ensure our customers HR transformation initiatives are successful. administrative best practices. There is the potential to build capacity through self reliance for all employees, and to manage and reduce costs through greater predictability. And there is the potential to streamline processes, increase supervisory effectiveness, and integrate functions throughout the system, all without capital investment by the organization. How? By doing things differently. TSSI s clients are leaders in Canada leaders in proactively addressing organizational challenges and developing solutions in partnership with all members of the community and leaders in doing things differently to achieve a better result. And so is TSSI. TSSI is a market leader because we deliver a better result. We understand the healthcare sectors needs and expectations. We also understand true success is dependent upon a strong, committed and trusting partnership. TSSI recognizes having the credentials and experience necessary to do the job are essential for success, but those qualities must be relevant to each client s transformation initiative. We are the only provider to have implemented full function HR BPO solutions for large, complex public sector organizations in Canada. We have relevant experience in providing HR services, and have the necessary quality and quantity of resources available to ensure the success of business transformation initiatives. And our technical and financial solutions are creative, flexible and innovative to effectively address the issues and challenges facing the public sector. To assist our clients in achieving their business transformation objectives, TSSI listens, is open and flexible, and works hard to establish a trusting relationship we are easy to do business with. We ensure clients can do more with less, thereby enabling them to continue their commitment to leadership, the provision of quality healthcare services, while providing long term cost predictable. Like our clients, we do that by thinking creatively and doing things differently. Conclusion Page 19