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Process monitoring and optimisation through BI in outsourcing contracts for the public sector

Process monitoring and optimisation through BI in outsourcing contracts for the public sector. Eloise Bhatia and James Luxford. Microsoft, Thames Valley Park, Reading , 12 th May 2010. 2. Objectives. 1. 3. 4. Background. The SEQUENCE Solution. Results. Overview. Background.

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Process monitoring and optimisation through BI in outsourcing contracts for the public sector

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  1. 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. 2 Objectives 1 3 4 Background The SEQUENCE Solution Results Overview

  3. Background Atos Origin Business Office • 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

  4. Technology • Use of document management system is restricted • Use of SAP to manage financials • No integration of tools Process • Manually managed through MS Excel • Lack of visibility and control • Process bottle necks People • 12 Solution Managers • High workload and backlog of RFCs • Reactive environment, fire fighting Background People, Process and Technology

  5. Phase 1 Phase 2 Phase 3 Objectives Project objectives and future plans • 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

  6. Reporting Services MS Outlook Dashboards Workflow The SEQUENCE Solution Utilising Microsoft technology Dynamic BPM Solution Sequence

  7. The SEQUENCE Solution Solution architecture and design

  8. Results What SEQUENCE has delivered • 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

  9. Results RFC and CCN Statistics for the last 12 months • 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

  10. Questions ? Thank You !

  11. Contact PNMsoft to see a demoof the solution or participatein one of our free workshops James Luxford +44 (0)7912399968james.luxford@pnmsoft.com Eloise Bhatia+44 (0)75 90 466 420eloise.bhatia@atosorigin.com

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