Southern Water HRO – A Collaborative Approach

Caroline Brown
Global HRO Practice Head - TCS
TCS HRO Background
TCS HRO Payroll Rollout Jan 08’
• TCS HRO Rollout Payroll for
Global US Company
Oct 07’ The Nielsen Company
• Commencement of Global WFA
& US Payroll
RFI/RFP Oct 07’
• TCS HRO Engaged in a Number
of Global RFI/RFP Operations
Oct 07’ TCS HRO Development
• HRO Investment in Global Platform
Development
TCS HRO/Payroll Investment Aug 07’
• TCS HRO Investment/
Aggressive Growth
Jul 07’ Diligenta
• Diligenta HRO Live Offshore
TCS HRO Global Payroll
Mar 07’
• Commencement of Global
• Payroll Template Development Southern Water
Jan 07’ • Southern Water HRO Live

DOW Chemical Jan 07’ Jan 07’ TUPE Transfer

• India Payroll Live • Diligenta HR Employees Transferred to TCS HRO

Oct 06’ TCS HRO

• TCS HRO Win Southern Water HRO

HRO Payroll Rollout Apr 06’

• TCS HRO SAP Payroll for
60,000 employees

Global Payroll HRO

HRO focus Top Tier Global HRO Provider
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TCS HRO Offering

Self Service Customer Service Delivery 1st Line Support

Resourcing Compensation Workforce Employee Talent

Payroll
Services & Benefits Management Services Management
Strategy Strategy Strategy Strategy Strategy Strategy

Compensation Personnel Leave/ Learning Pay

Sourcing
Admin Admin Absence Admin Administration
Benefits Disciplinary Exit/ Content Build to Gross
Screening
Admin Admin Retirement Sourcing Time & Attendance

Health & Grievance Expat/ 3rd Party Gross to

Selecting
Welfare Admin Relocation Management Net
Pensions Long Service Employee Performance Payroll
Hiring
Admin Awards Assistance Management Delivery
On Boarding Flex Bens/ Long Term Employee Competency
Reconciliation
Orientation Other Sick Services Management
Contractor Time & Workforce Succession Expenses
Management Attendance Planning Planning Management

Knowledge Management, Records Management and Data Administration

Metrics Reporting and Analytics

Third Party Vendor Management

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Southern Water HRO Key Business Drivers

Business Drivers Scope of Opportunity

Lift and Shift

• Reduce Delivery Costs

• Develop strategies to improve

HR Operations Reward Recruitment
long term cost competitiveness
and flexibility.

• Move towards a PROCESS-CENTRIC

model
Training Admin &
HR Administration Delivery
• Achieve a seamless business
transformation:-

- Day 1 Process efficiency and

performance improvement utilizing the HR Query
existing systems
Handling
- Provide improved service level on a
continuous basis through Business
Transformation and Process Re-
Engineering
Transform

Continuous Improvement
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Southern Water Service Delivery Scope

Self Service Customer Service Delivery 1st Line Support

Resourcing Compensation Workforce Employee Talent

Payroll
Services & Benefits Management Services Management
Strategy Strategy Strategy Strategy Strategy Strategy

Compensation Personnel Leave/ Learning Pay

Sourcing
Admin Admin Absence Admin Administration
Benefits Long Service Exit/ Content Build to Gross
Screening
Admin Awards Retirement Sourcing Time & Attendance

Long Term Employee 3rd Party Gross to

Selecting
Sick Assistance Management Net
Time & Employee Appraisal Payroll
Hiring
Attendance Services Management Delivery
On Boarding
Reconciliation
Orientation
Contractor Expenses
Management Management

Knowledge Management, Records Management and Data Administration

Metrics Reporting and Analytics
Third Party Vendor Management

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 Southern Water HR Service Delivery Model
Request Confirmation and Fulfillment

Events and Case Management Complex Inquiries Processes supported by

Inquiries and Triage and Domain Support Integrated Technology

Client Service Channels & Delivery Center Client location

Process Domains and Core Technology
Stakeholders Service Centre Onshore/Offshore Onsite

Employees Hiring Administration

Employees

Midland
Mumbai • SW Sites Trent Employee Files
Managers
Web/ Data Management
Portal Peterborough
Retirees Reporting

Learning
Retained HR

HR Profs Local Administration

Support: Client 3rd Party
&
Corporate Systems Systems
Staff Business Appraisal
Emails/ Administration
Multiple Tier Partners
Images
Customer Analytics
Support: • Specialist
Support Organisation
3rd Parties • Workflow Casework
Technologies: Management
• Case
Other

• Workflow
Applicants handlers • Escalations
• Case Mgmt.
• Data Entry
Toll-free • Document Mgmt. Termination
• Admin • Client
Suppliers Administration
Phone/IVR Teams Interfacing

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Transition Time Line

September Oct Nov Dec Jan Feb Oct

2006 2006 2006 2006 2007 2007 2007

Contract
Agreed Sign Sign Sign
Off Off Off

Offshore/
Commencement Go Reverse
Onshore
Programme Detailed Of Onsite
Training Live Work
Set Up Design Knowledge shadowing
&
Capture
Testing

Resource IT
Recruitment Architecture Stabilisation

Set Up of
Delivery Centres
Provision
of TCS
Resources into
SW

Joint Transition Team

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What Went Well!
• Collaborative Approach - both TCS & SW worked closely together

• Responsive to Southern Waters changing business needs

• Move to a Process oriented environment from a more traditional

transactional environment

• Speed of Transition to Mumbai

• Reverse Workshadowing

• Weekly Operational and Issue Management Calls

• First Point of Contact – Delivered from Southern Water site initially

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Where Lessons Were Learnt!
• There is no such thing as pure ‘Lift and Shift’ – processes will need some
re-engineering
• Early release of HR resources, made Knowledge Capture in some areas
difficult
• Transition Resources need, Process Re-engineering Experience and
Workshop capability
• Timescales for Implementation of IT Architecture were underestimated
• Requirement to look at ‘End to End’ process, when dealing with issues –
cannot take a blinkered approach.
• Service Provider resources need to be encouraged to be accountable for
their actions and understand how they impact the overall process
• Where delivery is across multiple locations, regular communication is
essential
• Everyone needs to feel part of the same team

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TCS HRO Case Study Water Utility Company
Company Overview: Business Needs
• Water Utility company
• Fragmented HR process, lack of Internal controls and procedure adherence
• High cost of HR administration
Size and Scope of Deal: • Absence of process standardization and documentation
• 2,000 employees spread • Change Management - Roll out organization-wide HR policies.
across UK

Administrative Support
• Recruitment
• Learning & Development
• HR Admin. Business Solution Offered By TCS
• Absence
• Phased solution
• Leavers – “As–is” Transition
• MI & Analytics – Implement Workflow Management
• Data Input – Integrate Technology Support
– Performance Quality Management
– Online Query Management System
Systems Used: • Centralized HR administration functions from single delivery centre and Help line support from
• Trent near shore
• Strategic HR Analytics and Reporting

Business Benefits
• Focus on core competency
• Centralized operations from SSC
• Easy manageability – Single SLA
• Reporting and Control
• Detailed documentation of business processes
• Reduced HR Operating Costs

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Relationships Are Key

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 Thank You

Questions ?