Transformation & Efficiency of IT Service Desk IT Director, Martin Wiesener
Agenda Falck Transformation of Organization KPI as a Strategic Toolset Service Delivery on Commercial Terms Cost Efficiency & IT Service Delivery Center May 2014
Strong core values Efficient We look for solutions rather than problems. We take responsibility show initiative do the job - and we do it on time Reliable We repay your faith in us by always keeping our promises. We are people you can trust enjoy an open dialogue with our colleagues and the communities we serve are dependable, resourceful and respectful Accessible We are always available and ready to help. We are here to help friendly and forthcoming attentive and approachable Competent We constantly make an effort to retain and improve our skills. We add to our expertise as we expand and meet new challenges always deliver are determined to learn and we consistently refine our skills Helpful We want to make people safer in their everyday lives. We make an extra effort share our knowledge take pride in being considerate and caring Fast We respond quickly and with dedication whenever people need our help. We are on top of the situation flexible yet focused capable of doing things right on the first try 3
Business Streams Emergency The leading international private provider of emergency services and the only intercontinental ambulance provider Assistance The leading Nordic provider of auto and home assistance services Healthcare Danish market leadership within provision of private healthcare services Safety Services The leading global provider of offshore and maritime safety training
...and Falck has experienced a strong financial development... Revenues (EURm) 1.600 1.400 1.200 1.000 800 600 400 200 0 1.542 1.366 1.122 1.009 947 841 634 721 2005 2006 2007 2008 2009 2010 2011 2012 >45 acquisitions since 2005 and we are currently represented in 40 countries Strategic expansion into US and Latin America in 2010/2011
High level governance structure Falck Group Board of Directors Group Executive Management Group Support Functions Emergency Executive Management Assistance Executive Management Healthcare Executive Management Safety Services Executive Management
Transformation of Organization
Falck IT Organisation Group CIO Torben Ruberg Shared IT Services Business IT Emergency Assistance Healthcare Safety Services Denmark Europe Asia Pacific & Africa Latin America US Jacob Pedersen Jon Henningsen Jonathan Williams Kristina Egund Sven Boesen Torben Ruberg Torben Ruberg Pedro Fiorito Peter Jorna Entity IT Entity IT Entity IT Entity IT Entity IT Entity IT Entity IT Entity IT IT Core Services Martin Wiesener
It Core Services Organization status before transformation 2011 SUPPORT BACKUP PROCESS CLIENTS MONITORING INFRASTRUCTURE
SWOT IT Core Services 2011
Organizational structure IT Core Services Architecture & Innovation IT Projects & Transitions IT Infrastructure Services IT Support Services IT Service Management & Business Application IT Controlling & Administrative Services
May 2014 KPI as a strategic toolset
Strategic Objectives Cost Efficiency Organizational Excellence Business Relations Minimize Risk
Annual Development Dialogues Falck IT Core Services -Balanced Scorecard Report 2012 Initiatives Theme Initiative Goal Organizational Excellence Bind individual 1:1 performance targets with department goals. All employees have at least one personal KPI related to either Initiatives or performance
Management reporting
Monthly Overview Incidents, Service Requests and Change Requests Entities - Registered Incidents, Service Requests and Change Requests Dec Jan Feb Cases % Cases % Cases % Falck Redning (Assistance) Norway 27 3% 27 3% 23 2% Falck Teknik 171 16% 171 16% 133 13% Falck Travelcare Sweden 53 5% 53 5% 44 4% Assistance Denmark 605 57% 605 57% 612 62% Falck Räddningskår (Assistance) Sweden 31 3% 31 3% 49 5% Falck Assistance Finland 27 3% 27 3% 19 2% FTC Smørum 122 12% 122 12% 99 10% FTC Vejle 23 2% 23 2% 13 1% Total 1059 100% 1059 100% 992 100% * No. of open cases at reporting time
May 2014 Service Delivery on Commercial Terms
Our Services and Deliveries The individual Service Agreements includes the following services as described in the Service Catalog: General Services Active Directory Services Email Platform Services Server Services Standard Server Operation Services Additional Server Services Client Services Falck IT Service Desk Add on Services Connectivity Services Remote Access Services Work at home ADSL networks Local/Central ADSL networks Application Management Services Microsoft Dynamics (Navision) Application Management Electronic Invoicing (Basware/SIFF) Application Management Telephony Application Management Falck IT Shared Service Center
Service Catalog The Service Catalog describes the most common deliveries carried out by Falck IT Core Services Server Services, Client Services, Connectivity Services and Application Services are optional services each service will be specified in individual entity-specific Service Agreements. Services delivered according to SLI(Service Level Intentions) Falck IT Shared Service Center
IT Client Services
Cost Model User Support & Services Workstation Base Cost Workstation Complexity User Base Cost Total monthly Cost Entity based support agreement Support Service X Cost Support Service Y Cost Support Service Z Cost Shared Service X Cost Shared Service Y Cost Shared Service Z Cost New FTE Cost Model
May 2014 Focus on cost efficiency Establishing a Service Delivery Center
Cost Development in IT Core Services 380 330 Index 280 230 180 130 ITCS Budget Increase Revenue Increase User Increase ITCS FTE Increase 80 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 TREND: * Falck Revenue triples * ITCS Budgets triples * ITCS FTE s triples * User Count only doubles
Price per User Price per User 6.000 5.000 4.000 3.000 2.000 1.000 TREND: Price per user does NOT decrease No Economy of Scale 0 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
Service Delivery Center Background Vision Move standard services & deliveries in order to provide the business with the best quality/costratio. Ensure agile and flexible service delivery to the growing business. Enable organization to deliver more for the same or less
Role transformation Service Manager Service Operator Service Lead DK PL
Organizational structure IT Core Services Architecture & Innovation SDC Governance IT Projects & Transitions IT Infrastructure Services IT Support Services IT Service Management & Business Application IT Controlling & Administrative Services Virtual Team Service Delivery Center (SDC)
May 2014 Summary
Past 3 years Organization Processes Staff Business oriented Common goals 2011/2012 2012/2013 2013/2014 Infrastrucuture platform Standardized services Financial Cost model Data quality
WE ARE ALWAYS THERE
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