NGA Application Maintenance

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NGA enhances customer experience & satisfaction by helping companies improve the performance of their HR/IT environment while optimizing their operational cost, ensuring country-specific legislative compliance and guaranteeing high-quality output at all times.

Application Maintenance is the modification of a software application after delivery in order to correct faults, improve performance, and preserve or even enhance its value over time. The value can be enhanced by meeting additional requirements, becoming more efficient and user-friendly, or employing newer technology.

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NGA Application Maintenance

  1. 1. NGA Application Maintenance Enabling reliable HR/IT operations NGA Human Resources confidential. All rights reserved.
  2. 2. What is Application Maintenance? Application Maintenance is the modification of a software application after delivery in order to correct faults, improve performance, and preserve or even enhance its value over time. The value can be enhanced by meeting additional requirements, becoming more efficient and user-friendly, or employing newer technology. As systems and applications continue to evolve over time, Application Maintenance is crucial in reducing complexity and minimizing business risks. Corrective maintenance Adaptive maintenance Reactive modification to correct discovered problems Modification to keep an application usable in a changed or changing environment NGA Human Resources confidential. All rights reserved. Perfective maintenance Preventive maintenance Modification to improve performance or maintainability Modification to detect and correct latent errors in the application before they become effective faults Source: http://en.wikipedia.org/wiki/Software_maintenance 2
  3. 3. Application Maintenance Pain Points How can we maintain our HCM system in a cost-efficient manner? How can we retain our IT experts? How can our HR systems be kept legally compliant? We lose valuable time when a new upgrade is released. Is there an efficient way to add new functionalities to our application? How can bug fixes be implemented quickly to ensure workforce productivity? NGA Human Resources confidential. All rights reserved. 3
  4. 4. Key Trends & Challenges “Today’s businesses are highly dependent on updated, efficient and compliant IT solutions in performing their day-to-day operations.” Globalization Growing companies require IT systems and applications that are adapted to suit new business scenarios. Unified & integrated IT landscape Service delivery improvement Ensure proper IT support to deliver high-quality business services by improving application accuracy & efficiency, reducing errors, etc.. Optimized IT platform Changing compliance regulations Keep your IT platform up to date with security standards, legal requirements and corporate governance compliance. Engaging with experts Cost & resource management Rely on a performing and compliant IT platform without additional cost burdens or staffing issues. Reliance on external support Risk management Ensure stability, performance and functionality of the application by having the right mechanisms to evaluate, monitor, control and modify the system. Building a maintenance framework NGA Human Resources confidential. All rights reserved. 4
  5. 5. Major Challenges When Maintaining HR Applications Given the impact of technical errors on a company’s workforce, keeping HR applications up-to-date is critical to a company’s business. Business growth requires the right IT support HR systems must be kept legally compliant and secure • Businesses are increasingly dependent on IT solutions in performing day-to-day operations. • Growing companies need larger and more performing IT landscapes to manage their workforce, leading to increased system and application maintenance complexity. • More interaction and collaboration is required among multiple IT functions to manage the growing number of applications. • Application maintenance planning needs to be aligned with business & HR priorities and schedules. • HR applications must be legally compliant at all times. • Multiple tax schedules and legal & fiscal requirements require deep expertise for each individual country. • Legislation - often only available in the local language - needs to be translated into technical specificities. • HR data managed on applications must be efficiently stored, secured and backed up, in line with local legislation. 1/2 NGA Human Resources confidential. All rights reserved. 5
  6. 6. Major Challenges When Maintaining HR Applications Given the impact of technical errors on a company’s workforce, keeping HR applications up-to-date is critical to a company’s business. Ensuring workforce productivity and HR service delivery • Lack of knowledge, processes and metrics to manage application maintenance needs, cost and effort estimations, and results. • Need for deep understanding of the HR processes and business. • Tight HR & payroll schedules, making HR application maintenance difficult to plan and roll out. Access to resources & knowledge • Need to have resources with local business, HR & IT knowledge in all geographies in scope. • Lack of talented IT resources with deep understanding of solutions and industry best practices. • Constant training and development requirements to keep internal resources up-to-date with the most recent evolutions. Managing IT maintenance costs • Need to have a stable, performing and functional HR application without additional cost burdens. • Difficulty in efficiently managing strong fluctuations in workload , making it expensive, over time, to have a sufficient number of IT resources in-house. NGA Human Resources confidential. All rights reserved. 2/2 6
  7. 7. Rapidly Evolving HR & IT Environments As a result, organizations need to: Frequent HR application updates are required due to: • • • • • Have the right HR expertise • Be able to understand and translate local legislation into technical requirements • Have enough HR & IT resources • Be able to keep up with all changes and updates Constantly evolving HR software technologies Frequent legal & social changes Functional enhancement requests Management of ongoing HR processes and operations 1 2 3 Company 1 6 Company 2 ERP HCM system hosted OnPremise 1 2 3 5 4 Cloud HCM solution Q1 Q2 Q3 Technology upgrade/release NGA Human Resources confidential. All rights reserved. Y1 Q1 Q2 Q3 Y2 Legal change requiring HRIS updates Q1 Payroll run Q2 Q3 Y3 Functional change of HR application 7
  8. 8. Customer Requirements What do organizations require the most? Can you help us manage our global HR platforms? Can you help us increase HR IT accuracy & efficiency, and reduce errors? Can you help us lower the cost of HR IT support? Keep HR systems up to date Improve HR delivery quality Drive down cost NGA Human Resources confidential. All rights reserved. 8
  9. 9. Customer Requirements What do HR & IT professionals require the most? Can you help us ensure technical compliance with local regulations? Can you help us find talented and experienced resources? Can you help us manage application maintenance more efficiently? Ensure HRIS security and compliance Ensure availability of resources Provide processes and metrics NGA Human Resources confidential. All rights reserved. 9
  10. 10. Why Consider HR Application Maintenance Support? “Why should companies consider partnering with an external service provider to maintain and develop their HR applications?” Internal reasons • Ability to focus on strategic IT initiatives • Improved quality of IT services: decreased number and duration of business-critical application outages • Enhanced operational efficiency and productivity • Improved business application stability, continuity and security • Reduced IT costs; reduced Total Cost of Ownership over time • Enhanced and extended life of a company’s applications NGA Human Resources confidential. All rights reserved. External reasons • Access to reliable and standardized processes, policies and procedures • Access to skilled resources with domain expertise to perform the necessary maintenance tasks when needed • Use of key metrics & SLAs that can be continuously monitored and refined 10
  11. 11. Application Maintenance by NGA “NGA enhances customer experience & satisfaction by helping companies improve the performance of their HR environment while optimizing their operational cost, ensuring country-specific legislative compliance and guaranteeing high-quality output at all times.” • Global application maintenance, support and enhancement services combined with local language support & expertise • Use of standardized processes, tools and metrics • Tailored services provided on-site or off-site to fit individual needs • Available for OnPremise and cloud HR solutions • Focus on customer satisfaction through our integrated SLA model and regular satisfaction surveys NGA Human Resources confidential. All rights reserved. 11
  12. 12. NGA’s Application Support Services by the Numbers 30% cost reduction witnessed by our customers through our application maintenance services 115,000+ tickets managed every year languages spoken in our HR service delivery centers 25 800+ 300+ Application Maintenance experts worldwide 1,500,000+ employees served NGA Human Resources confidential. All rights reserved. Application Maintenance customers across the globe Offices in 35 9 HR platforms on which NGA can deliver HR services 30+ 7 100+ countries Hosting SAP HCM platforms Over 150 HR BPO customers Service delivery points, including Strategic Service Delivery Centers 40+ years of experience in HR 12
  13. 13. NGA’s Unique Value Proposition “On average our customers witness a 30% cost reduction, thanks to NGA's rightshore Application Maintenance solutions.” Global Services – Local Expertise Offering application maintenance services on a global level, combined with local language support and HR knowledge Tailored Services Providing tailored application maintenance services performed on-site or off-site to meet individual company needs Focus on Quality and Efficiency Combining local presence and nearshore & offshore services for a cost-effective and scalable delivery, supported by proven processes and regular audits Keeping You Compliant Large experience in HR & IT and a deep understanding of the latest functional needs and practices in HRIS maintenance to keep you legally up-to-date Standardized Tools, Processes & Metrics Use of qualitative tools, globally standardized processes and proven SLAs & KPIs, ensuring real-time monitoring, timely response and guaranteed service levels Rich Experience and Credentials Proven experience with multiple industries & technologies, large pool of skilled professionals, and strong partnerships with HR technology partners NGA Human Resources confidential. All rights reserved. 13
  14. 14. Why Consider Application Maintenance Optimized Cost Efficiency Ratio Optimize your total cost of ownership by reducing your time and energy spent on maintaining your HR application. Improved Employee Productivity Free up some valuable internal resources to work on other business critical environments and increase the availability of your application. Saving on Valuable Time Thanks to our global coverage, we can manage HR-related legislation changes faster than anyone. Guaranteed Legislative Compliance All legislation requirements in any supporting country in the world will be met. Your company will have an up-to-date application available to run your HR processes. HR & IT Experience Our technical expertise is complemented by HR functional, strategic and operational knowledge to ensure proper deployment from start to finish. Pool of Experts • We have a global pool of 2,000 skilled SAP® ERP HCM, Workday, Peoplesoft, ResourceLink, Preceda, SuccessFactors and other platform consultants. • Close collaboration with our HR technology partners facilitates the sharing of recent information and intensive training programs. NGA Human Resources confidential. All rights reserved. • SAP® certifies NGA’s worldwide HCM service delivery network. 14
  15. 15. Application Maintenance Services Portfolio Technical & operational key user support Contract & account management Performance monitoring Local regulatory updates & legal watch Automation Proactive maintenance Managed Service Corrective & adaptive maintenance SLA commitment Regulatory newsletter (select geographies) Compliance Support & management of automated processes Testing services Tools & services Enhancement maintenance NGA maintains, enhances and protects the value of your HR applications. NGA Human Resources confidential. All rights reserved. 15
  16. 16. Application Maintenance Services Contract • Contract management • Analysis and quotation of change requests (including major legal and conventional enhancement) User support • Technical and operational support to key-users (information request) • Support and management of automated processes Maintenance • Corrective maintenance of applications • Adaptive maintenance of applications • Advanced maintenance of applications • Enhancement maintenance of applications • Preventive maintenance of applications (yearly preventive plan followed by a report including our suggested enhancements) Legal watch • Legal national maintenance • Legal and technical watch Performance improvement • Tools and services (HRA, HRO consulting, audit, recruiting) • Performance monitoring (issue tracking & triage) Testing services • Testing on demand NGA Human Resources confidential. All rights reserved. 16
  17. 17. Supported HR Technologies In the Cloud UKIEA mid-market Multinational enterprises ANZ mid-market Global enterprise UKIEA mid-market Partner Technologies NGA Platforms OnPremise NGA Human Resources confidential. All rights reserved. 17
  18. 18. Focus on Quality & Continuous Improvement NGA runs continuous improvement initiatives to support our customers in making HR work better. In addition, regular internal & external audits are performed to ensure we execute sufficient business controls. NGA Quality Assurance • Certifications: • ISO27001 • SOC1 (SSAE16) / SOC2 • SOX Compliance • • CPI & KPI SLA Quality Programs Regular Audits • Audits & Continuous Improvement • • • • Measurement & Analysis BCP / DCP / DRP Risk Management Performance Improvement: • Ticket Audits • Rework • Lean / Six Sigma • Voice of the Customer: • • • • NGA Human Resources confidential. All rights reserved. Complaint Procedure Customer Meetings Sales Feedback C-SAT 18
  19. 19. Global Service Delivery Network St. John’s [L] Birmingham [P] Katowice [S] Cincinnati [P] NGA has 30+ service delivery points, including 7 Strategic Service Delivery Centers, enabling HR & Payroll services in 100+ countries, supporting more than 25 spoken languages and any currency. Budapest [L] Dalian [S] Aix [L] Granada [S] Hyderabad [S] Manila [S] Jacksonville [P] Kuala Lumpur [L] Kochi [S] Sao Paulo [S] Sydney [P] Buenos Aires [S] local NGA office | [S] Strategic Delivery Center | [P] Premium Delivery Center | [L] Local Delivery Points 50+ offices NGA Human Resources confidential. All rights reserved. 7 strategic centers 4 premium centers 30+ delivery points 19
  20. 20. Global Language Support We speak your language North America Jacksonville, FL South America Buenos Aires, AR Europe Birmingham, UK English, French, Spanish English, French, Spanish, Portuguese English Granada, ES English, French, Spanish, German, Italian, Dutch, Portuguese, Turkish, Finnish, Norwegian, Danish, Bulgarian, Hungarian, Romanian, Arabic, Swedish Europe English, French, Spanish, German, Italian, Polish, Czech, Slovak, Russian Europe Katowice, PL Asia Hyderabad, IN Asia Kochi, IN Asia Dalian, CH Asia Manila, PH NGA Human Resources confidential. All rights reserved. English English English, Cantonese Mandarin, Japanese, Korean English, Cantonese Mandarin, Cantonese Chinese, Japanese, Vietnamese, Thai, Filipino 20
  21. 21. Application Maintenance Process Flow Ticket Raised Service Resolution Test Deployment to Production AM Expert AM Expert AM Expert AM Expert SDM SDM SDM SDM Follow-up & Feedback Loop Prime Assist / Service Owner SDM Account Management Application Maintenance Expert NGA Human Resources confidential. All rights reserved. Service Delivery Manager Account Manager 21
  22. 22. Thank You. NGA Human Resources confidential. All rights reserved. 22

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