HCL Clarity Q4. Service Definition

Transcription

1 HCL Clarity 10 Old Bailey, London EC4M 7NG HCL Clarity Q4. Service Definition Service Summary HCL Clarity model office is the workforce management solution provided by HCL Managed Services (HCLMS) utilising the Skillstream technology. The HCL Clarity team bring significant experience having worked extensively with the NHS to design, implement and deliver bank and agency managed services by deploying Skillstream technology, a proven hosted technology platform. Financial and operational benefits are achieved through the automation of processes, framework discount activation, Preferred Supplier List (PSL) controls and monitoring of compliance. HCL Clarity model office powered by Skillstream, manage the implementation and support the Trust s end-to-end temporary worker process, from job requisition to payroll and/or agency invoicing. The system captures and reports real-time management information which can be used to support business cases to improve processes and identify cost reduction opportunities on an on-going basis. The system automates and simplifies the end-to-end recruitment process from requisition / shift generation through to the automatic creation of client invoicing. Through the use of the system, an organisation can typically achieve 15-20% savings on their annual contingent labour spend. These savings are realised through the rationalisation / transparency of agency margins and rates, electronic/online time sheeting and expenses, consolidated invoicing (for agency and client) and relevant real time management information reporting. Furthermore, the system tracks the whole contingent workforce meaning organisations can rest assured that any compliance regulations, whether legislative or corporate, can be integrated and monitored within the platform (e.g. Agency Worker Regulations or AWR). From an audit perspective the system time and date stamps every action taken within the system, giving a clear and concise account of the workflow process. The HCL Clarity model office offers a robust management information (MI) suite giving organisations real time visibility of their entire recruitment process. 1

2 Through the tool customers will be able to manage their supply chain more effectively; view areas of high spend and make objective based business decisions. The system features include but are not limited to: Direct Engagement Master / Neutral Vendor functionality; Agency Management; Applicant Tracking; Temporary Talent Bank Management (e.g. Bank staff NHS); E-timesheeting; Invoicing / Self-billing; Compliance. Service Definition The HCL Clarity model office, powered by Skillstream system is split up into different modules or areas. Below is a description of the various elements that make up the solution: Recruitment Desk This is the main hub of the system and in traditional MSP relationships is managed by the supplier. The Recruitment Desk is essentially the master control room of the system application. From within the Recruitment Desk a client or Managed Service Provider can: Raise vacancies or shifts Raise / manage purchase orders Search for existing vacancies or shifts Approve / deny vacancies or shifts raised by sub managers (authorisation) View CV s and candidates Shortlist relevant CV s / send CV s to relevant Hiring Mangers Search for historical CV s / timesheets / candidates View candidate assignments Approve / deny timesheets and/or adjustments View reports Generate invoice and payroll files Hiring Manager This is the portal for the hiring managers of the end client. From within this module hiring managers can: Raise requisitions depending on where they sit in the organisation Search for existing vacancies or shifts Approve / deny requisitions raised by sub managers (authorisation) View CV s that are sent to them by the Recruitment Desk Shortlist relevant CV s Search for historical CV s / timesheets / candidates View relevant candidate assignments

3 Approve / deny timesheets and/or adjustments View relevant reports depending on associations Agency Module This is the portal for the suppliers or recruitment agencies used by the client. From within this module suppliers can: Respond to vacancies or shifts that are published / submitted to them Submit new CV s to published vacancies or shifts Submit existing CV s from their database to published vacancies or shifts Auto matching of relevant candidates based on predefined criteria View CV s that have been accepted or rejected View any offers that have been made to their candidates View relevant timesheets Search candidate database View relevant candidates timesheets View limited relevant reporting View self bill invoices Amend notification settings Resource Bank Management This is the area of the system where a client can manage and benefit from an internal talent pool ahead of publishing a requisition to their various 3rd party sources: From within this module a client can: Manage internal talent / rates / utilisations / performance Through the use of intelligent search functions the system can auto match relevant internal candidates based on availability, skills, compliance and location Allocate internal talent to specific vacancies or shifts Broadcast facility when internal candidates express availability, relevant vacancies or shifts are made available to them based on their preferences Enjoy SMS and Push notification functionality for your internal talent pool Generate historical, current and predictive views of business operations Real time MI reporting on talent bank performance / usage

4 Candidate Module This is the section of the system for successful candidates and can also be accessed via a mobile application for both IOS and Android smart phones. From within this module candidates can: Submit timesheets / expenses Check the status of existing timesheets / expenses Search historical timesheets Management of candidate profile (including bank account details) View and apply to available shifts Enter availability to work (days, hours, weeks where candidates are able to work) Enjoy SMS functionality Back Office This is the area of the system where a client can manage the invoicing process. From within this module a client can: Generate an invoice run for both end client(s) and suppliers at the most convenient times (consolidated or detailed) Only authorised timesheets that follow the clients agreed process will be invoiced Make adjustments to incorrectly invoiced timeshseets / expenses / deliverables View all historical invoice runs made within the system Ability to interface with the majority of 3rd party payroll services When using Resource Bank Management, payroll can be run directly from the system (to pay internal staff) Interface and take all data to third party systems The HCL Clarity model office, powered by Skillstream is a bespoke web based, end-to-end Recruitment Management System that handles all aspects of the hiring process for the NHS. All that is required for authorised users is a computer, access to the Internet, the appropriate URL and login details. All main browsers can access the online web portal (preferably a minimum of IE7 if using Internet Explorer). The system operates a Rails web based application framework, ensuring cross platform compatibility, interrogating an Oracle database and is accessible globally through the use of a username and password via a secured browser connection with up to 256-bit SSL/TLS encryption. Each client application sits on dedicated Intel based servers, hosted by a certified and accredited hosting facility.

5 Using the system, a candidate s progress is tracked, monitored and reported on throughout various stages of the recruitment cycle, allowing for a secure, fast and seamless way to manage your prospective workforce. Through the comprehensive online timesheeting, combined with the back office invoicing system, and 3rd party system interfaces offers a market leading contractor management platform. When a new staffing requirement has been identidied, a Hiring Manager would simply login to the system and raise a vacancy or shift. The system also allows for the storage of client Rate Cards meaning that each individual role within the system has its agreed / expected pay rate saved against it. The vacancy creation tool is fully bespoke and can contain as much/little information, as is directed by the client. However, the standard subject headers that will usually be covered are: 1. General Vacancy Information (Department/Location/Job Title/Number of positions) 2. Vacancy Grade or Band/Rate Card (File Upload/dynamic) 3. Contract Information (Start Date/Duration/Rates) 4. Qualifications (Skills/experience) 5. Financial Information (Cost Centre/Finance codes) When using the vacancy creation tool the system will automatically fill as many of the required fields as possible (depending on where the Hiring Manager sits within the business hierarchy) keeping the process fast and low touch. Once the Hiring Manager has submitted a request, it will go through the Approval Process. The number of approval levels can be configured as required. The Approval Process can be driven by the spend amount. Typically, Cost Centre associations tend to govern Approval Chains. The Hiring Manager will create the vacancy and once submitted it will automatically be routed via the approval chain. At each level of this chain the system will send out alerts to the relevant Managers informing them that a requisition has been submitted for their approval. Furthermore, the system has in-system notifications meaning that when Hiring Managers are actively logged in they will see pop up windows informing them of latest activities e.g. approvals required, CV s sent etc. Once the relevant approval(s) has/have been achieved the vacancy will automatically be routed to the Recruitment Desk where the appropriate team will pick up the requirement and start their part of the process. The system will send out notifications to the relevant Recruitment Desk Users informing them of the new requisition. The team will subsequently service the vacancy with any referrals or internal talent or failing that, publish the vacancy out to the agreed supplier channels. Once CV s have been selected/shortlisted the team will send them, through the system, to the Hiring Manger who can then action them appropriately (again supported by and in-system notifications). The system keeps track of all CV s moving through the system and will flag any candidates who have worked for the client previously. These candidates are known as Been Befores, allowing Hiring Managers to quickly identify talent with whom they have had a positive experience with in the past.

6 When a successful candidate joins a client, they are issued with a system login that gives them access to the Timesheet and Expense Module. At the point the candidate submits a timesheets an is sent out to the [relevant/authoriser] Hiring Manager requesting them to click on the provided link and approve or deny the submitted timesheet/expense. The system supports mobile/tablet technology meaning the Hiring Manager can view the timesheet directly from his/her smart phone or tablet and action accordingly while on the move. Candidates can also submit their timesheets via mobile and tablet technology. Hosting, backup/restore and disaster recovery Our subconctractor s servers are hosted by Pulsant, a Microsoft Gold Certified Partner and a leading provider of web services. Pulsant has its own Network Operations Centre, builds its own servers, and operates its own resilient network. In terms of physical security: 24x7x365 CCTV surveillance, both inside and outside facility with uniformed 24x7 guard service and advanced intruder detection systems. Access to the environment may only be attained by a limited number of authorised personnel passing through a series of electronic and visual identity validation systems including, but not limited to, a biometric hand scan and retina scan. Once the authorised person's identity has been verified as a member of the appropriate team, access is granted. Throughout the facility video cameras monitor all sections of the building and the surrounding grounds. Within this facility all Skillstream equipment is kept in dedicated secured cabinets. Pulsant are full Nominet and RIPE (European IP Registry) members. Being a full RIPE member ensures that their totally resilient multihomed (BGP4) network is available at all times. Even if one of their fibre connections goes down they will automatically and instantly switch to an alternative route - ensuring servers are visible to everyone on the Internet at all times. The data on the servers is backed up every two hours and stored offsite, allowing for immediate recovery in the event of a physical attack. This back up service is hosted in a secure location a minimum of 50 miles away from the main data centre. On-boarding and Off-Boarding processes/scope etc. In terms of On-boarding a new client, the HCL Clarity implementation team follows a strict project plan to gather all requisite data and minimise the impact of change on the client organisation: We ensure that all stages of the implementation process are monitored and recorded, offering all involved parties, clear visibility of timescales, issues, requirements and responsibilities. In order to effectively manage the smooth transition, we use detailed documentation to clearly outline the various stages of the project process.

7 The Implementation Phases Typical timescales are: 1 - Mobilisation o Establishing the Trust and HCL Clarity project teams o Create and agree Communications Plan with the Trust Lead o Send out Initial communications to stakeholders o Creation of the project board and scheduling project board meetings o Initial team and specialist work-stream meetings o Agree Project scope and governance 2 - Discovery o Data Gathering Request and Collate Accounts Payable Data Request and Collate Cost Codes Request Authorised Signatories List Request Organisational Structure Request Agency Rate Card Data o Set Up Process Reviews 3 - Analysis o Hold Operational Process Reviews o Analyse and Establish PSL o Confirm Agency Spend for Accounts Payable Reports 4 - Design o Liaise with Finance System Owner for Interface Preparation o Liaise with Bank System Owner Regarding Interface Preparation (if required) o Collate Organisational Structure o Collate New Authorised Signatories List o Create New Process Maps o Create and Agree Training Plan o Sign Off System Design

8 5 - Implementation o Set Up and Send SLA s to Agencies o Upload Organisational Structure o Upload Cost Codes o Upload Agencies and Rate Cards o Run Systems Testing o Provide Login Details for All Authorised Users o Provide Training to All Relevant Stakeholders o Go Live 6 - Managed Service Delivery o Liaise with Stakeholders Regarding Reporting Requirements o Handover to Recdesk and SAM o Create, Review and Sign Off End Project Report

9 Pricing The pricing below details the annual fees associated with the Total Workforce Management Solution and the services which are included. Spend up to 2.5 million Bank Agency Bank & Agency 110, , , Spend 2.5 to 8 million Bank Agency Bank & Agency 142, , , Spend 8 million and above Bank Agency Bank & Agency 159, , , Pricing is quoted exclusive of VAT at applicable rate. Other pricing models are available on request such as gain share and % throughput. Service Management Details Below is an outline of the different elements that make up HCL Clarity s service management: Account Manager (Specific to Client) The role of the Account Manager is to ultimately ensure the smooth management of the system and service that is being provided to the Client. This will be via way of regular client meetings, feedback, exploring room for improvement and planning strategically for future system enhancements. Project Manager (Specific to Client) The initial point of contact for implementations and system requirements that have been identified will be the role of the Project Manager. It will be the Project Manager s job to understand the system requirements that have been identified by the Account Manager, and ensure the smooth transition and implementation of new functionality. Product & Implementation Manager (Darren Bush) The Product & Implementation Manager is responsible for both the Support and Implementation Team. Both of these teams will have workloads that tend to overlap, either within the tasks themselves, or the time and resources allocated to the completion of work. The Product & Implementation Manager has complete visibility of all work schedules, across all clients giving him a 360 view of the operational activity.

10 Support Desk (General HCL Clarity Resource) The HCL Clarity Support Desk will handle Day to day issues that occur within the system. A team of experienced individuals are on call for any problems that may arise. They will solve 99% of user problems, but will also be responsible for escalation of issues to the HCL Clarity support team, should the problem require further development to resolve. The Support Desk work to strict SLAs, ensuring your system is fully functional to all users, at all times. Communication Key to the success of managing an account is the communications plan, which outlays regular open forums, to discuss the progress that has been made, and identify areas of focus. Review meetings will be held regularly to assess feedback, provoke discussion and enhance relationships, which is in line with one of Skillstream s key values of working in partnership with our clients. Awareness of Market Forces We understand what is happening in the recruitment world and the effects that has on our, and your, business. It is extremely important to understand what changes and initiatives are around the corner, in order to mitigate any risks or highlight improvements that can be made, as a result of external market and industry effects. Internal Systems We have a number of project management and systems support tools at our disposal, which offer you and us the security, that everything from support queries to implementations are managed internally via advanced internal systems. Some of the systems we use are: Asana Internal project management tool Instagantt Online Gantt chart tool so you can view the progress of your implementations MangeEngine Support Desk Tracking Tool

11 Service Levels HCL Model office powered by Skillstream is managed to a clearly defined set of SLA standards. All system support related issues are managed by a dedicated Support Team at HCL. Live monitoring of the system, flags any approach to degradation of service standards or system vulnerabilities with alerts, and the user experience is regularly monitored /reviewed by the HCL Clarity and Skillstream Support Teams. Monitoring is primarily provided by Quest Big Brother but also includes OS-native alert systems (logwatch, sudo attempts, security digest etc). The following are our sub contractor s standard SLAs: PRIORITY Priority 1 DESCRIPTION The entire System is down and inaccessible or major components of the System are not operational and work cannot continue without impacting on business critical delivery. RESPONSE TIME (AFTER RECEIPT) Within 1 business hour. TARGET RESOLUTION TIME (AFTER RECEIPT) 4 business hours; Continuous effort after initial response and with client cooperation. Priority 2 Operation of the System is severely degraded, or non business critical components of the service are not operational and work cannot reasonably continue. Within 2 business hours. Within 1 business days after initial response. Priority 3 Certain non-essential features of the System are impaired while most major components of the Service remain functional. Within 8 business hours. Within 5 business days after initial response. Priority 4 Errors that are, generally, nondisabling or cosmetic. There is clearly little or no impact to System usage. Within 24 business hours. Next release of Software.

12 Training HCL Clarity offer training courses based upon different modules; Hiring Manager, Agency, Recruitment Desk, Temp/Contractor, Admin users, Finance Users and Reports Users. Our training can be tailored in accordance with client requirements and will be delivered in the format best meets the desired needs of the client. Formats include Classroom training, On-line training, Remote training and Training manuals.