L2 Support

Maintenance and support for global business delivery application

The client
The Client is major specialty underwriting & re-insurance company in USA. The Company has global presence. Major
market Americas and Europe. Rapidly growing in Middle East and South East Asia. The company is offering services
in Excess and Surplus market with range of products in Property & Casualty, Commercial Liability, Allied Medicals,
etc. Rapidly growing company has mission to implement common Business Delivery Platform across all continents
for services & products. The company has global workforce of 5000+

Business needs
Growing in competitive market required a multi-vendor-based environment for sustainability and productivity
improvement

Business Targets

• Making processes more multi-vendor-based

• To be best-in-class, cost-to serve and cost-to-change
• Growth
• Formation of IT processes as global delivery model to achieved business targets.
• Developing offshore support teams for new global business delivery platform.
Approach

•Migrate to managed services through a phased manner:

•Working with service-level arrangements and key performance indicators.
Services

•Level 2 maintenance and support global business delivery application – Insurance Policy Admin, Claims
Maintenance and Billing Maintenance.

•Enhancements in for global business delivery application the above modules

•Program management services
•Process improvement services: requirement engineering, demand management, configuration
management, documentation management, etc.
Solutions
Business requirements
 No such team was existing
 Building versatile and efficient team to
Challenges
support global business delivery
application
 Staged approach with clear entry  Effective knowledge
criteria to migrate from ‘body
shopping’ mode to ‘managed services’
 Use of subcontractors in niche areas
Strategy
 Use of translators and interpreters to
overcome language barrier
 Cultural workshops and working norms
 Enhancement to quality sources to
streamline process.
Uniqueness of
approach  Convention for language institutes to
overcome cultural barrier
 Enhanced customer satisfaction
 Consensus on quality process
improvements with stakeholders,
Benefits leading to reduced number of defects
and increased quality, cost-
effectiveness and reusability of
solutions
Success model implementation has been
Process benefits appraised by client top management.
Technical
As new implementation of
global delivery application
replacing legacy system
acquisition with detailed
plan and templates
 Reverse knowledge
transfer sessions to
validate learning
 System appreciation
documentation signed
off
Technical improvements
suggested and implemented,
leading to a decrease in
incidents by up to 85 percent
in specific areas
Deliverables
 No clear process definitions in line with latest IT
industry standards
 Ineffective demand management processes
 Requirements engineering and management
processes called for improvement
 Process consulting to overcome limitations of
requirement management, demand management,
etc.
 Updating existing documentation, creating new
documentation as per requirements
 Initiate T&M pricing and move towards a flexible
fixed-price pricing model based on volume of work
 Facilitation to experienced resources to be part of
implementation and requirement gathering
processes across all modules.
 Onsite-offshore rotation of 90 percent of consultants
for complete technology, process and cultural
knowledge transfer.
 Successful execution of pilot project – refining
methodologies, processes and artifacts
 Best SLA adherence achieved over a one-year period
 Reduced cost per incident by 30 percent, than
projected.
Well-defined incident, change and problem
management processes including on-site and offshore
delivery capabilities