Shared Services Taking it to the Next Level Together. Committed to service.

Agenda Shared Services Centre (SSC) New Service Model New Organizational Structure 2010-2011 Organizational Priorities 1

Where have we been? Where are we going? Regional HR Trans Regional IT Support Shared Services Integrated Services Shared Services Ottawa NPC Finance Payroll IT HR Finance Local Pay HR Systems & Payroll 2002 2003 – 2009 2010 2

Shared Services Centre (SSC) Maturity Model (Source - PWC) Evolution Departments SSC Optimized SSC 2nd Generation Focus Operations are stable Operations are efficient & effective SSC maximizes added value for entire company Business Processes Little std and harmonization or automation Wide standardization harmonization Optimization & automation of business process X-organizational optimization Systems and Technology Multiple systems Partially standardized Standardized system environment Modular system environment Human Resources Inconsistent, non-uniform management Concentration of competencies and focus on know-how Professional know-how and development of management Establishment of service-oriented culture & leadership Internal Customer Relationship Standardized routine processes and transactions Focus on efficiency and effectiveness within SSC Focus on added value proposition for the entire company 3

Shared Services Centre @ CBC/Radio Canada Project Delivery & Business Intelligence Credit & Collections Shared Services Centre Jason Grew Bryan McIntyre Customer Service Customer Experience & System Support Payroll Services François Sarrazin Jacques Provost HR & Administrative Services National Payment Centre Operational Performance Michèle Martel Jacques Provost Jacques Provost 4

Customer Service Vision View Through Our Customer-Centric Lens Our Customers Our Experience Channels Our Administrative Areas Managers Employees Retirees Candidates Unions Suppliers Clients 3rd Parties Source to Settle Order to Cash Hire to Retire Accounting to Reporting IT/Application Support Web/Portal - Chat - Email Phone - Face-to-face Mail - Fax 5

2010-11 Timeline 6 Shared Services Integrated Services May Jul Aug Jun Sep Oct Nov Dec Realignment of Teams Plan the Transition Knowledge Transfer & Support Define Roles & Responsibilities Evaluation of Progress Readjustment & Realignment Transition Complete Physical Move Shared Services Integrated Services 6

New Organizational Structure Agenda Shared Services Centre (SSC) New Service Model New Organizational Structure 2010-2011 Organizational Priorities 7

Project Delivery & Business Intelligence 8

No current planned changes to the ITSC and Security Management Customer Experience & Software Support Scope of work changed to include Functional Systems Specialists for Benefits, HR Functions, Pension, Payroll, Leave and Attendance, Time Capture, redirected from HR Support - Sylvie Séguin - Karen Graham - Shelley Dunlop Colleen Proulx Vacant Position 4 Dedicated Analysts - To be confirmed No current planned changes to the ITSC and Security Management 9 9

2010-2011 Organizational Priorities Agenda Shared Services Centre (SSC) New Service Model New Organizational Structure 2010-2011 Organizational Priorities 11

2010-11 Organizational Priorities Review current delivery structure Staff allocation based on core responsibilities Knowledge Management strategy alignment Consolidation of Call Centre operations Comprehensive customer experience model Determine service delivery level Revised SLA for all services Establishment of a performance evaluation model Grow our service offering Identify new opportunities for SSC Streamline administrative processes 12

2010-11 Organizational Priorities Optimize our production capacity Improved workforce agility in responding to crisis and business priorities Elimination of non-value added activities Greater automation support in the operations Deliver on key HR business initiatives Proper alignment of resources to the strategic objectives Successful completion of projects using recognized project management practices Integrate SAP HR data in our BI offering Support current operational activities Reduction of paper footprint at CBC/Radio Canada Increased portion of E-transactions with our business partners Compliance to the current service level 13