Atos, Atos and fish symbol, Atos Origin and fish symbol, Atos Consulting, and the fish itself are registered trademarks of Atos Origin SA. April 2010© 2010 Atos Origin. Confidential information owned by Atos Origin, to be used by the recipient only. This document or any part of it, may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos Origin.
Process monitoring and optimisation through BI in outsourcing contracts for the public sector
Eloise Bhatia and James Luxford
Microsoft, Thames Valley Park, Reading , 12th May 2010
2 Process monitoring and optimisation
Overview
Background1
Objectives2
The SEQUENCE Solution3
Results4
3 Process monitoring and optimisation
Background
» IT Outsourcing environment
» Business Office Solution Managers responding to client requests for change (RFCs) via Change Control Notes (CCNs) on major government account
» SEQUENCE chosen by Programme Director as a tool to address current issues being faced
» SEQUENCE go-live May 2009 and major release in October 2009
» Part of a wider pilot programme to improve and lean the AO Change Management process
Atos Origin Business Office
4 Process monitoring and optimisation
People
»12 Solution Managers
»High workload and backlog of RFCs
»Reactive environment, fire fighting
Process
»Manually managed through MS Excel
»Lack of visibility and control
»Process bottle necks
Technology
»Use of document management system is restricted
»Use of SAP to manage financials
»No integration of tools
BackgroundPeople, Process and Technology
5 Process monitoring and optimisation
Objectives
Phase 1Phase 1 Phase 2Phase 2 Phase 3Phase 3
»To automate the current
process
»To develop a suite of reports
»To integrate with the
customer
»To implement document
management
»To develop as integrated AO
tool
»To develop workflows for all business processes
Project objectives and future plans
6 Process monitoring and optimisation
Dynamic BPM SolutionDynamic BPM SolutionDynamic BPM SolutionDynamic BPM Solution
Sequence
WorkflowWorkflow DashboardsDashboards MS MS OutlookOutlook
ReportingReportingServicesServices
The SEQUENCE SolutionUtilising Microsoft technology
7 Process monitoring and optimisation
The SEQUENCE SolutionSolution architecture and design
8 Process monitoring and optimisation
Results
» Visibility and control of the process, SLAs and KPIs
» Highlighting process bottlenecks
» Improved management of risk
» Improved performance management
» Improved management of resourcing levels and workloads
» Improved forecasting
» Reduction of manual input and administration overheads
» Management efficiencies
» Consistent message
» Integration with other tools
What SEQUENCE has delivered
9 Process monitoring and optimisation
Results
» Number of CCNs out of SLA reduced from 55% to 15% in 12 month period
» Backlog of CCNs reduced from 104 >30days old to 28 >30days old over 12 month period
» Reduced number of Solution Managers from 11 to 8 FTEs over 12 month period
» Improved revenue recognition
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60
70
Jun-09
Jul-09
Aug-09
Sep-09
Oct-09
Nov-09
Dec-09
Jan-10
Feb-10
Mar-10
Apr-10
CCNs Overdue per month
0
5
10
15
20
25
Mar-09 May-09 Jul-09 Sep-09 Nov-09 Jan-10 Mar-10
CCN Value by Month
RFC and CCN Statistics for the last 12 months
10 Process monitoring and optimisation
Questions ?
Atos, Atos and fish symbol, Atos Origin and fish symbol, Atos Consulting, and the fish itself are registered trademarks of Atos Origin SA. April 2010© 2010 Atos Origin. Confidential information owned by Atos Origin, to be used by the recipient only. This document or any part of it, may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos Origin.
Eloise Bhatia+44 (0)75 90 466 [email protected]
James Luxford+44 (0)[email protected]
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