CUSTOMER SUCCESS STORIES

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1 [ Applications Development, MSO ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES Client Profile Industry: Financial Services Client Revenue: The parent company holds more than $340 billion in assets under management Employees: 60,000 Geographic Presence: One of the top five banks in the U.S., with more than 3,000 banking offices and 5,000 ATMs Rebooting a Bank s Internet Service QUICK FACTS Objectives Create an offering calibrated to the client s needs Provide program management oversight and expertise Increase service predictability Reduce the client s administrative burden Maintain the client s institutional knowledge Provide a wide range of IT skills quickly Challenges Overhaul entire Internet channel to remain competitive in the financial services industry Obtain domestic contingent resources to accelerate project development, ensure consistency around the testing organization and onboard and hire enough people to enable support once the new system goes live Implementation Highlights TEKsystems sourced and screened 151 resources and onboarded 75 into the Managed Services program at the bank. TEKsystems secured and submitted a qualified candidate for each opening within 10 business days. TEKsystems completed the standardized onboarding process within 30 days of start date. Technologies Supported Java,.Net, MS Project (for project management) Results Nearly 50 resources hired within 12 months across four locations Submitted qualified candidate within 5 days (5 days earlier than SLA) Average days from submittal to hire was 12 days 70% submittal to interview ratio 50% interview to hire ratio 25% conversion ratio from temporary to permanent staff 100% reduction in administrative burden for onboarded staff 100% compliance with new standardized onboarding program for TEKsystems team Expansion of in-house expertise and long-term retention of institutional knowledge

2 EXECUTIVE SUMMARY A Minneapolis-based bank partners with TEKsystems to address the industry-wide challenge of providing a consistent, user-friendly online experience across all of its retail channels. We were able to take a heavy burden off the bank s shoulders so they could focus on mission-critical projects. Our management of critical program resources helped our client meet its deadlines for this transformational project. Mary Cosgrove, Engagement Manager Client Profile The Minneapolis-based bank is one of the top-five commercial banks in the United States. The customer operates more than 3,000 banking offices, more than 5,000 ATMs and provides a comprehensive line of banking, brokerage, insurance, investment, mortgage, trust and payment services products to consumers, businesses and institutions. TEKsystems has supported the bank since 2001 by providing staff augmentation services to its headquarters in Minneapolis as well as its branches in Minneapolis, Denver, Portland, St. Louis, Cincinnati and Pittsburgh. Project Overview Losing Customers to the Competition To keep pace with the competition, our customer needed to completely rebuild its Internet services. The brand experience provided by the current site was outdated and disjointed. Depending on what users wanted to achieve on the site, they would be taken to various independent websites, creating confusion and diluting the power of the bank s brand. Additionally, without a strategically designed user interface or a carefully constructed search engine optimization approach, our customer was missing opportunities to sell more services to each visitor. Its existing Internet services did not allow for real-time and robust analytics required to effectively promote the bank s relevant services to visitors based on their paths taken throughout the site. The bank s board of directors made the decision to change things. They wanted to overhaul the entire Internet channel, including loans, financial aid, bill management system and mobile platform. The bank allocated more than $150 million to the two-to-three-year initiative. Wanted: A Partner to Provide Proactive Resource Planning While the bulk of requirements gathering, documentation and development would be handled by an off-shore outsourcer, the customer still had a substantial need for domestic resources to accelerate project development, ensure consistency around the testing organization and onboard and hire enough people to enable support once the new system went live. All in all, the customer needed to assemble domestic teams of more than 120 people to drive the project forward with skills ranging from high-end architects to business analysts and TEKsystems.com 2

3 testers. To meet aggressive deadlines, the bank needed to get these domestic resources in place and fast. But the customer s IT management and HR teams didn t have the bandwith to source, onboard and train the resources they would need to successfully meet program deadlines. The bank sought a strategic partner that could help them meet their resource goals with qualified staff and minimize the management time required to achieve productivity. Solution An On-Shore Managed Services Model Based on our experiences managing large-scale efforts for other financial services clients, we knew the critical success factors and the major pitfalls. We sat down with our customer s leadership and asked them some hard questions. We wanted to know how they planned to manage the resources we could provide, especially since their IT management and HR teams were stretched to the limit. The bank sought a strategic partner that could help them meet their resource goals with qualified staff and minimize the management time required to achieve productivity. It became clear that what they needed was a managed services solution one that took the responsibility of managing a team of 120 off of their shoulders, while allowing them to retain project control. We worked with the bank to create a managed services solution calibrated to meet their needs. The bank needed a managed services solution one that took the responsibility of managing a team of 120 off of their shoulders, while allowing them to retain project control. Our solution addressed our customer s need for: A calibrated solution. We provided our customer s management with exactly what they needed, when they needed it. The bank wanted more than pure staff augmentation, but they didn t want a fully outsourced model either. TEKsystems listened to their goals and built a solution that would meet their precise needs. Program management oversight and expertise. To oversee the project, we hired an Engagement Manager who possessed more than 20 years of operational IT experience in the financial services industry. Our Engagement Manager worked with the bank to further clarify expectations and design the Managed Services program accordingly. She was highly involved in the management of the team, guiding project efforts and providing performance feedback to each individual team member. She also acted as the client s single point of contact for all decisions and communications related to the engagement. Increased service predictability. Before TEKsystems created a Managed Services program for our customer, the process for hiring and onboarding contingent staff varied significantly from placement to placement. Our customer released general job descriptions into an automated tool and vendors would submit resumes to those openings without TEKsystems.com 3

4 having a deep understanding of the hiring needs. The time of submissions would vary, as would the time to get a resource up to speed. TEKsystems worked with the customer to proactively plan for workforce needs based on project goals. We then built and standardized a process for defining specific talent needs, facilitating the interviewing process and getting new hires up to speed quickly. In addition, we created measurable service level agreements (SLAs) and a weekly performance scorecard so our customer could regularly and quantitatively see the positive impact of our Managed Services program. Administrative burden reduction. There s a lot that s involved in hiring, onboarding and managing a team of 120 consultants. By building the job descriptions, screening vertical, we were able to quickly and effectively meet our customer s need for qualified IT professionals across a wide range of skills and geographies. We utilized our proven Staffing Quality Process to source, screen, hire and retain top IT professionals when and where our customer needed them. Results By filling their resource gaps in a timely fashion, and taking responsibility for program oversight, workflow documentation and performance management, we helped the bank successfully meet its project milestones and deadlines for its largest program to date. The TEKsystems team included QA analysts, developers and program managers in Minneapolis, Cincinnati and Portland. In 12 months, TEKsystems sourced and screened 151 resources and onboarded 75 into the Managed Services program for the customer. Thanks to our proactive resource planning, we were able to secure and submit a qualified candidate for each opening well within our 10-business day SLA with the bank. candidates, managing paperwork, overseeing the onboarding process and ensuring all consultants were appropriately granted access to the customer s systems, our Engagement Manager gave the bank the freedom to focus on its core initiatives and business strategy. Maintenance of institutional knowledge. TEKsystems plugged in resources to support various phases of the project. To ensure a smooth onboarding process, we created an onboarding program that included bank policies, security policies, what to include in signatures and time reporting. Our Engagement Manager refined these processes over time as more people joined the team. Provision of a wide range of IT skills. Leveraging more than two decades of experience fulfilling IT talent needs within the Financial Services In 12 months, TEKsystems sourced and screened 151 resources and onboarded 75 into the Managed Services program for the customer. Thanks to our proactive resource planning, we were able to secure and submit a qualified candidate for each opening well within our 10-business day SLA with the bank. Once a candidate was hired, we completed the standardized onboarding process to ensure he/she was up to speed with all necessary access rights and business insights within 30 days of the start date. TEKsystems managed services solution provided: Nearly 50 resources hired within 12 months across four locations Submitted qualified candidates within 5 days (5 days earlier than SLA) Average days from submittal to hire was 12 days TEKsystems.com 4

5 70% submittal to interview ratio 50% interview to hire ratio 25% conversion ratio from temporary to permanent staff 100% reduction in administrative burden for onboarded staff 100% compliance with new standardized onboarding program for TEKsystems team Expansion of in-house expertise and long-term retention of institutional knowledge Rather than juggling multiple vendors, partner with a single provider who has a strong competency in workforce planning and management, as well as project management and technical expertise. This will ensure consistency of process, people and end-product. The Future Today, our customer is impressed with our ability to manage on-shore resources and knowledge, which has freed them to focus on the most core and strategic components of this transformational project. As a result of our successful partnership, the bank has engaged TEKsystems for another Managed Services solution to support technology efforts integrating an acquired line of business at the bank. This subsequent engagement is running on time and on budget and the client has already reported similar results and benefits. Lessons Learned Best Practices for Managed Services Offering Success Establish a relationship with a provider who is skilled at listening, understanding and interpreting your needs to deliver a best-fit managed services solution. Engage the client-side management team early on to clarify the value of the Managed Services program and agree on the existing resource management gaps. Include the executive sponsor so that his/her vision for the program is made clear and facilitate a collaborative forum for consistently measuring and reporting progress. Partnering with a provider that is competent in successful change-management strategies is key when implementing an IT initiative that fundamentally changes how a company works. Rather than juggling multiple vendors, partner with a single provider who has a strong competency in workforce planning and management, as well as project management and technical expertise. This will ensure consistency of process, people and end-product. ABOUT TEKSYSTEMS TEKsystems is a leading provider of IT staffing, human capital management expertise and IT services. Combining a proven track record of superior performance, a quality-focused approach to service delivery and the highest-caliber technical professionals in the market, TEKsystems helps our clients successfully plan, build and run their critical technology initiatives. With more than 25 years of experience, we annually deploy 70,000 technical professionals from 100 locations throughout North America, Europe and Asia. Visit us online at TEKsystems.com 5