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, 12 th May 2010

2 Process monitoring and optimisation Overview Background 1 Objectives 2 The SEQUENCE Solution 3 Results 4

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 Background People, Process and Technology

5 Process monitoring and optimisation Objectives Phase 1 Phase 2 Phase 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 Solution Sequence Workflow Dashboards MS Outlook ReportingServices The SEQUENCE Solution Utilising Microsoft technology

7 Process monitoring and optimisation The SEQUENCE Solution Solution 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 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) James Luxford +44 (0) Contact PNMsoft to see a demo of the solution or participate in one of our free workshops