Outsource with confidence to FIS Global Services

Transcription

1 Outsource with confidence to FIS Global Services Sandeep Gill SVP, General Manager, Global Services (GS) 2011 Fidelity National Information Services, Inc. and its subsidiaries

2 Agenda About Global Commercial Services (GCS) Outsource with confidence to FIS We provide solutions for performance transformation Deliver efficiencies We own your objectives Cost and outcome We are most responsive to your tactical and strategic needs Can we do a study of your operations? E 3 Enterprise effectiveness engagement 2

3 Global Commercial Services Division of FIS Key facts and figures Serving the largest UK telecom provider; the largest U.S. retailers; and the largest financial institutions in the world We have grown rapidly through new business wins, acquisitions and alliances to employ more than 10,000 employees worldwide GCS s solutions portfolio Consulting and assessment engagements BPO (CRM, back-office and collections) ITO (infrastructure services and application services) 10 global data centres 200 million customer contacts annually; 475 million back office items annually UK - 2 sites -500 employees We serve 10,000+ clients across multiple sectors including: Financial services Utilities Technology Telecommunications Retailing Government Travel and leisure Healthcare U.S. - 4 sites employees India India 7 sites - 6 sites -500 Employees employees Philippines - 1 site employees 3

4 CHANNELS FIS service model ACCOUNT CARD LOAN Small Biz Deposit IRA Debit Credit Prepaid Secured Unsecured TRADITIONAL BRANCH & MAIL CALL CENTRE ON-LINE MOBILE & ATM Origination Indexing Account verification Account set-up Services Servicing Customer service Data maintenance Dispute management Retention Collections Cross-sell/up-sell closure FSG core platforms PSG core platforms Systematics HORIZON IBS Profile IC AFS BancPac Mercury BancLine Bankway Base 2000 Prepaid Card Application management Hosting Consulting 4

5 Our global BPO offerings Sales, transaction channels and CRM Core operations Support functions Existing relationships New customer Account operations Setup/close accounts Process transactions Document management Account statements Recons Legal HR Procurement Policy Benefits Treasury Payroll Outbound Telemarketing Collections Customer experience Contact centre Inbound Customer service Collections Campaign management Retail/ commercial banking Investment banking Loans Mortgage processing Deposits Fee/interest mgmt Contract mgmt Wealth mgmt Underwriting Credit cards Dispute processing Remittance processing Mergers & acquisitions Marketing Finance and accounting Information Technology Program/project management Creative/media Disbursements Revenue cycle General accounting Network services Enterprise hardware Telecom Brand mgmt Project and cost accounting Financial/external rptg Perf mgmt & decision support Infrastructure management Data centre Information security Market research Financial planning and analysis Strategy, risk mgmt & control Application development & management QA & testing Channel management Trade capture Pricing Clearance/ settlement Custody Exception processing Client statements Corp actions Recons Risk management Other Audit Compliance management Security Financial/ investment risk Facilities Executive management FIS GS offerings FIS core competency 5

6 Outsource with confidence to FIS

7 Performance transformation Cost 1. Process engineering and reengineering 2. Productivity enhancement 3. Maximise utilisation 4. Capacity planning and adherence Outcomes 1. Customer satisfaction 2. Recommend/loyalty 3. Net worth growth (Cross/up sell) 4. Contact elimination Responsiveness 1. Right shoring and immediate scale (PRI) 2. Change management (PACE) 3. Service excellence (Scope) 4. In-house tools and analytics COPC & ISO certified PCI & SAS 70 Compliant 7

8 Cost and outcome Sample case studies Strategic partnering successes Leading international telecom provider Leading global credit card issuer Leading healthcare provider Business need - Strategic partner for back-office support - Improve customer satisfaction - Reduce cost to serve - Strategic partner - Champion challenger - Customer service for gift card - Strategic partner - Champion challenger - Customer service for gift card Services FTEs supporting more than 30 processes - Process's across life cycle Order entry, outbound sales, billing and customer retention FTEs supporting processes - Indexing - Account setup and maintenance - Remittance capture and disputes - Customer service FTE s supporting processes - Tier-I/Tier-II consumer calls - Indexing - Payroll processing - customer service Outcome - Improved customer satisfaction scores from 30% to more than 80% - Multi-channel customer service and sales (voice, chat, , back office) - Highest recommend scores - FIS associates rated excellent by 70% of client card users - Automation and training transformation - Multi shore delivery U.S., Philippines, India - End-to-end BPO, ITO process stream lining Cost/savings - $100 million+ - Increased productivity by 10% $50 million+ - $11 million+ - Increased productivity by 10% 8

9 Cost and outcome Sample case studies Leading global credit card issuer 8+ years partnership Business need Enhance customer experience Cost reduction Adherence to compliance regulations Cost Value added services Increased shareholder value Services ~20% Dispute resolution Correspondence servicing Remittance processing Inbound customer service Outcome 13% Transformation approach 98% Creation of centralised business intelligence team Specific verticals designed to manage CSAT and compliance metrics Modified the training module to reduce the learning curve by ~20% Created in house tool ADROITS for knowledge management Reduced unit price to the tune of 13.5% by improving operational efficiency ATM Gateway1988 ACH processing service 2002 BPO customer service % Prepaid card platform 2006 Risk decision solution for direct banking

10 Cost and outcome Sample case studies Leading international telecom provider 8+ years partnership Business need Enhance customer experience (convert customers to FANS) Multi -channel service and sales Contact elimination Services , chat and voice 2002 to 2011» Best-in-class achievements:» Chat customer satisfaction Top box 80%» customer satisfaction Top box 73%» Voice customer satisfaction Top box 70% Outcome Cost Customer service across: Chat Voice Back -office processing Back office» Efficiency focus 85 FTEs saved in 2 years» Six Sigma accuracy (>99.99%) [~15 million transactions/year]» Unable to actions reduced from 21% 3% Responsiveness Transformation approach Customer survey analytics listening to the customer Aligning to customers needs (focus on experience and process): Knowledge management Intranet Training and quality approach transformed to align with experience Dedicated analytics team Program office Sales and service transformation with changing customer needs» Dedicated analytics team ~60 FTEs» Provide customer Dissatisfaction and other insights» Integrated with clients operations and planning teams» Reduce cost to serve» Convert voice contacts to chat» Enhance self serve and chat (Web containment)» Multi channel service and sales» Right channel right contact optimisation of contacts across , chat, voice, BO» Up sell across channels Transformation 10

11 Responsiveness FIS proprietary frameworks Delivering to the promise of standardised best-in-class operational practices and strong intellectual property in process excellence methodologies. Process excellence enablers (frameworks) Service delivery framework Business accomplishments DEPLOY NOW SOLUTIONS GS IP BUSINESS VOLUMES SUPPORTED INDUSTRY AWARDS PRI Process readiness index Methodology that creates an outsource ability road map Transition excellence and migration model Methodology that creates an outsource ability road map ~76.65 million transactions processed for debit and credit Cards per year ~1 million enquiry calls serviced for prepaid cards per year ~4.5 billion items processed per annum Awarded by client: The Power of Partnership Award The Performance Orientation Award ( Compendium of transition risks and mitigation plans A comprehensive change management toolkit Service center operations performance excellence Full suite of solutions/bpms platforms PERFORMANCE EXCELLENCE Champion Challengers in CSAT performance, with ~70% recommend to a friend results 6 sigma performance in payment processing, with~8-10k keystrokes/hr efficiencies Best-in-class quality performance, with 98%+ accuracy levels Won the 2010 BPO Industry award for Operational Excellence and Quality Appreciated by client for significant contribution in their winning the JD Power Award for

12 Responsiveness FIS proprietary frameworks Knowledge management Workflow management Performance management Intellect Knowledge testing system Training simulator Work allocation system Virtual aux Key logger Velocity for production enhancement Quality evaluation system (QES) BI reports Eagle eye 12

13 E3 Enterprise effectiveness engagement Can we study your operations? FIS has a unique methodology to identify significant cost saving opportunities within an organisation and effectively represent the economic value of the solution Executive sponsorship Process evaluations Input to model Output results Results and action plan Day 1 Strategic drivers» Business transformation» ROI/cost savings» Global footprint Operational impact» Compliance concerns» Standardised process» Clarity of key metrics Transition readiness» Change readiness» Program resource» Outsource resource (typical timeline) Technology environments» Processing platforms» Technical ownership and flexibility» Customisation and integration needs Automation and re-engineering» Lift and shift or transform» Automation opportunities» Metrics benchmarking Day 45 TOTAL SCORE OUTSOURCE WITH CONFIDENCE 13

14 Global Commercial Services Customer benefits The FIS advantage Cultural affinity Accelerated implementation Right sourcing Constant and sustainable performance Partnership approach for success Aligned to business needs Geographical fit leading to cultural affinity Superior domain expertise leading to quick and accelerated implementation Our global delivery model permits any time, any place benefits Well defined metrics assures unyielding quality performance Governance, account management, QBR s, dashboard and defined SLAs Flexible engagement model 14

15 Award-winning performance with a highly diversified client base Infrastructure management Information technology services Contact centre services and collections Data/back-office processing Customer awards Premier Service Award Power of Partnership Award Multiple awards for customer satisfaction Industry awards Global Economic Stimulus Award Innovative Solutions Award BPO Innovator of the Year 15

16 Thank you Sandeep Gill SVP, General Manager, Global Services (GS) GS provides global delivery of technology, software and business processes for clients, resulting in business transformation, cost savings and process improvements.

17 Outsource with confidence to FIS ITO solutions Ravi Velur/VP ITO, FIS Global Services

18 Agenda ITO services pverview Application services Remote infrastructure mgmt. (RIM) services Key elements of ITO delivery Critical success factors Independent process group Our engagement approach Security framework Case studies 18

19 Application services Facts and figures Six global delivery centres More than 2000 FTEs Offerings and expertise Application development Application maintenance/production support QA/testing Product and project management Process improvement/re-engineering Consulting and assessment engagements 19

20 Application service offerings Product lifecycle Project lifecycle Quality Process Testing& Testing Consulting Delivery rigor required to push out a robust product within the time to market Product management Full-cycle product engineering Product customisation/enhancement projects Product implementation Strong capabilities to serve the varied project needs Project resource staffing Turnkey implementation of FIS products Maintenance of mission critical enterprise applications Large app. development programs Leverage deep expertise in quality testing services. Manual testing Automation Performance engineering (stress and load testing) Testing process consulting Automated testing services Specialised testing services Leverage our deep expertise in the domains to re-engineer and restructure customer processes for efficiency Early lifecycle Domain/technology Consulting Process compliance Process Maturity: ISO 9001 / CMMI Level 4 Data Security: ISO / SAS70 / PCI-DSS Extensive experience with multiple development techniques and tools 20

21 Remote infrastructure management Facts and figures Eight global delivery centres More than 800 FTEs Offerings and expertise Technical helpdesk Systems administration Network operations centre (NOC) ISP technical support 21

22 RIM service offerings Tier- I support Password reset First level desktop and network support Tier- II support LAN security User admn. Event mgmt. Technical helpdesk Systems administration Tier-II support Wintel sys administration Backup administration SMS/SCCM administration Application support Database administration Tier-I support Network monitoring LAN/WAN troubleshooting Problem ticket/escalation, followup and notifications Event management Network operations center (NOC) ISP technical support Tier-I support Problem/trouble tickets Tier-II support Connectivity support Web/domain support Customer life cycle 22

23 Delivery excellence: Critical success factors Ownership Communication Hiring and retention Quality Accountable and technical resources Proven track record of successful project deliveries Right blend of offshore and onsite resources Flexible operations model Manage by metrics Clearly defined governance structure: dual focus on both tactical/strategic objectives Transparent communication of operational performance Mature governance model to objectively measure success across delivery, financial and relationship parameters Right skilled resource, at right time at right price point Strong customer facing skills along with core project and technical skills Robust management and technical career path FIS geographical presence all over India Adherence to internationally recognised development standards like CMMI, ISO and PMI Regular customer satisfaction surveys incorporating the feedback as improvements Knowledge management processes project learnings Healthy and transparent work environment Delivery Excellence 23

24 ITO quality management Adopt customer s processes, along with internal processes Project management Scope, schedule, cost Risks and issues Changes Communications Resources Customer satisfaction Process management Processes as per project type Project management Supporting work instructions Supporting documentation Project audits quality standards ISO 9001:2000 CMMi level 3 Internal audits Software engineering process group Quality manual Quality policy Process training Process improvement process Management review Regular reporting Metrics management Metrics council Software quality assurance Dedicated team Organisation process assets Projects history 24

25 Our holistic engagement approach Engagement maturity road map Core services Steady state Value added services Transition Operational improvement Performance improvement Portfolio optimisation Transition Steady state Operational improvement Performance improvement Portfolio optimisation Inventory assessment Transition analysis and packaging Effective knowledge transfer/acquisition High touch governance Quick stabilisation Process and tools driven SLA management Knowledge management Information security and business continuity Maintenance backlog optimisation Proactive maintenance Code rationalisation Response time improvement Develop business and technology architecture Consolidation and standardisation Re-engineer, replatform Rationalise maintenance and support teams 25

26 Integrated security controls 24/7 guarded facilities Controlled physical access 24/7 surveillance cameras Fire detection and suppression Redundant UPS and DG sets Stringent visitor escort policy Physical and environment security controls ISO compliant SAS 70 Compliant Information Security Governance Restricted usage Pen and paper Printer access Internet access Mobile phones USB/CD/floppy access are blocked Operational security controls ISMS training engine IT security controls Personnel security controls VLAN architecture Multi-tier firewalls and IDS Data loss prevention enabled Centralised log monitoring Redundant links Periodic internal and external VA/PT Site level DR/BCP plans Three tier BGC NDA and other documents Mandatory information security training with onboarding Regular refresher training Stringent disciplinary process 26

27 Case studies

28 Solution provided Services Problem rendered statement Benefits Case study No. 1: Cost savings through global delivery model Dedicated ODC (offshore delivery centre) for top-10 retail bank in U.S. Budgetary constraints vs. critical projects to be productionised More for less : FIS is able to commit and deliver the capacity for critical projects, without any additional costs End-to-end application support by FIS, covering all of client s enterprise applications (40+), that includes third-party applications: production support, maintenance and projects that adhere to strict SLAs FIS leveraged its global delivery model to generate the necessary cost takeouts for client s critical projects Offshore efforts from dedicated ODCs fully compliant with the bank s security requirements Dedicated transition management team Follow the sun : Approach for delivering maintenance requests faster Optimal transition to global delivery model through: Multi-wave transition approach, due to the large size of the team Dual offshore location set-up tied to the talent availability as well as an effective BCP/DR Training through dedicated mentors and train the trainer program 28

29 Solution provided Services Problem rendered statement Benefits Case study No. 2: Delivering efficiencies through app. development Client is the leading provider of foreclosure publication, posting and auctioneer services for attorneys and trustees Client partnered with FIS to develop application related to their agency sales and posting business Platform re-engineering aimed at lesser cost of ownership and better maintainability Identified and removed loopholes in business process for increased visibility and profitability Configurable architecture, thereby reducing the rework and deployment effort Development: New application development Maintenance/upgrade of existing modules Professional Services: Platform re-engineering Third-party software integration 10x7 DB monitoring support: Monitor production servers for any issues Reduced cost of operations for accounting Operation Cost (USD) Automation Cost (USD) Global delivery model Delivery efficiency After new system implementation Domain expertise 80 Technology best practices %age of postponment contributing to revenue 29

30 Solution provided Services Problem rendered statement Benefits Case Study No. 3: Application value management Client is a niche player in the E-commerce domain; FIS services more than 150 of client s customers Client needed a global delivery partner to service and support their 150+ existing and new customers Cost effectiveness through high offshore ratio Improved productivity through process enhancements Quick ramp-up and ramp-down of teams to meet volatile resource demands Engineering New platform releases, maintenance/upgrade of existing releases Development of add-on features/modules QA and certification of product releases Professional services Implementation, upgrade of Web sites on ML platform Site interface designing services QA and certification of Web sites Production support Dedicated team of support engineers and testers serving more than 150+ Web sites Global delivery model Flexible staffing Knowledge management 30

31 Thank you Ravichandran (Ravi) Velur Cell: