The document outlines operational considerations for Business Process Outsourcing (BPO) within the Software as a Service (SaaS) delivery model, highlighting the shared responsibilities of the customer, BPO provider, and SaaS provider. It details roles and responsibilities for each party involved, including service operations, design, implementation, and functional updates. Additionally, it provides information about upcoming webinars and the Human Resource Outsourcing Association (HROA), which supports professionals in the HR outsourcing industry.

1. Operational Considerations of the
SaaS Service Delivery Model

2. Service Delivery Model: BPO on SaaS
Responsibilities in a BPO on SaaS model are spread across the Customer, BPO Provider, and SaaS Provider
Internal HCM on Business Process Business Process Outsourcing (BPO) on
Software as a Service (SaaS) as a Service (BPaaS) 3rd Party Software as a Service (SaaS)
Employee Portal Employee Portal Employee Portal
Customer
Managed
Employee Contact Employee Contact Employee Contact
Transactions Transactions Transactions
The SaaS Provider, BPO
Provider, and Customer
collaborate to deliver
Configuration
managed services
Configuration Configuration
BPO Provider
Managed
Application Application Application
Integration Integration Integration
SaaS Provider
Managed
Database Database Database
Operating System Operating System Operating System
Infrastructure Infrastructure Infrastructure
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3. Typical Tiered HR Delivery Model
Tier 0 Tier 1 Tier 2 Tier 3
SaaS
Employee / Manager Customer Service Subject Matter Expert
Self-Service Representative (CSR) (HR Role)
-
Customer /
BPO Provider
Call Manager Application Centers of
HR Policies Excellence
KnowledgeBase
Case Management App
SaaS Provider
Policy &
Managed
Governance
Service Center HR Reporting
Reporting (Ad hoc and Standard
(Contacts, Self
-Service) Case Analysis)
HR Data Sources
Knowledge Information SaaS Forms &
Base Policies Directory HCM Requests
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4. Roles & Responsibilities: BPO on SaaS
SaaS Provider:
• Functionality Requests
• Functional “Updates”
Client HR COE Function (including “Power Users”):
• Organizational Structure Maintenance
• Security Provisioning
• Business Process Issues Monitoring and Resolution
• Vendor Coordination
• Delegation
• HR Metric and Key Performance Indicator Review
• Release Management
• “Update” Functionality Review, Approval, and
Implementation
• Change Management
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5. Roles & Responsibilities: BPO on SaaS
BPO Service Provider:
• Initial Design and Implementation
• Contact Center
• Service Operations / Back Office
• Master Data Changes, New Job Codes,
Minor Configuration Changes
• Policy Publishing and Document Maintenance
• File Transmission / Integration Execution and
Monitoring
• Reporting and Analytics Requests
• Simple Design / Build
• Service Level Agreement Reporting
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6. Roles & Responsibilities: BPO on SaaS
Cross HR / IT Function (Client and / or BPO)
• “Update” and Regression Testing
• New Interface Development and Payroll Integration
• New Complex Reporting / Dashboard Development
• New Complex Configuration
• Assistance with M&A Activities
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7. Panel Discussion

8. Today’s Panel
Brenda Sural Jamie McGovern
Kraft Foods IBM
Moderator
Jill Goldstein Susan Laskey-Myers
Accenture Thomson Reuters
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9. Questions?

10. Other Webinars in this Series
• Feb 13: Overview and Strategy
– Audio Recording & Slides available
• March 12: How to prepare for
implementation
– Register today!
www.hroa.org/SaaSvsBPO
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11. About HROA
• Founded in 2003 - Global association
• Open to anyone in the HR Outsourcing and
Transformation industry anywhere in the
world: practitioner, buyer, provider,
technology firm, advisor, consultant, or
academic.
• to be the single recognized community for
improving the quality, effectiveness, and
efficiency of outsourcing as part of an
overall HR service delivery strategy.
• www.hroa.org 12
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