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

1. Agenda Shared Services Centre (SSC) New Service Model
New Organizational Structure
Organizational Priorities 1

2. 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 – 2

3. 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

4. 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

5. 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 -
Phone - Face-to-face
Mail - Fax 5

6. 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

7. New Organizational Structure
Agenda
Shared Services Centre (SSC) New Service Model
New Organizational Structure
Organizational Priorities 7

8. Project Delivery & Business Intelligence8

9. 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

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

12. 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

13. 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