NGA provides application maintenance support services to help companies maintain stable and secure HR applications. The document discusses the benefits of outsourcing application maintenance such as reducing costs, ensuring compliance, and gaining access to skilled resources. It provides an example of NGA's services for Nestle to centrally manage HR processes across 59 countries through application support of their SAP HCM platform.

1. 5 Reasons to Ensure HR Application
Stability & Security
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2. Copyright NGA Human Resources. All rights reserved.
15 May 2013
Agenda
• Welcome
• Major challenges when maintaining HR applications
• Impact on your business performance
• Added value of HR Application Maintenance Support
• How NGA can help
• Reference Case: Nestlé

3. Welcome and Introduction
Christopher M Roberts
Senior Director, Cloud
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Steven R Moritz
Director, Global Technology &
Application Services
Rick Croft
Moderator

4. 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.
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Source: http://en.wikipedia.org/wiki/Software_maintenance
Corrective
maintenance
Adaptive
maintenance
Perfective
maintenance
Preventive
maintenance
Reactive
modification to
correct
discovered
problems
Modification to
keep an
application
usable in a
changed or
changing
environment
Modification to
improve
performance or
maintainability
Modification to
detect and
correct latent
errors in the
application
before they
become effective
faults

5. Key Trends & Challenges
“Today’s businesses are highly dependent on updated, efficient and compliant IT
solutions in performing their day-to-day operations.”
Globalization
Service delivery
improvement
Changing
compliance
regulations
Cost &
resource
management
Risk
management
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Growing companies require IT systems and applications
that are adapted to suit new business scenarios.
Ensure proper IT support to deliver high-quality
business services by improving application accuracy &
efficiency, reducing errors, etc..
Keep your IT platform up to date with security
standards, legal requirements and corporate
governance compliance.
Rely on a performing and compliant IT platform without
additional cost burdens or staffing issues.
Ensure stability, performance and functionality of the
application by having the right mechanisms to evaluate,
monitor, control and modify the system.
Unified &
integrated IT
landscape
Optimized IT
platform
Engaging with
experts
Reliance on
external
support
Building a
maintenance
framework

6. Benefits of HR Application Maintenance Support
“Why should companies consider partnering with an external service
provider to maintain and develop their HR applications?”
Internal drivers External drivers
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• 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
• Immediate access to multi-skilled team
of functional and technical specialists
• 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
• Visibility on and predictability of costs

7. Why Consider Application Management Services
Optimized Cost Efficiency
Ratio
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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.
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.
• SAP® certifies NGA’s worldwide HCM service delivery network.
HR & IT Experience
Our technical expertise is complemented by HR functional,
strategic and operational knowledge to ensure proper deployment
from start to finish.

8. Application Management Services 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.”
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• 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

9. NGA’s Application Support Services by the Numbers
30% cost reduction witnessed by our
customers through our
application maintenance services
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Offices in
Hosting
Over 150 HR BPO customers
800+
Application Maintenance
experts worldwide
115,000+
tickets managed every year
300+
Application Maintenance
customers across the globe
35
40+
years of
experience in HR
30+
1,500,000+
employees served
countries
languages
spoken in our
HR service
delivery centers
9HR platforms
on which NGA
can deliver HR
services
100+
SAP HCM
platforms
30+Service
delivery
points,
7
including
Strategic Service
Delivery Centers

10. NGA’s Unique Value Proposition
Tailored Services
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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
Global Services –
Local Expertise
Offering application maintenance services on a global level,
combined with local language support and HR knowledge

11. Centralizing HR application management
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Challenges
Solution
• Implementation of SAP HCM (Payroll
module) in Spain and Portugal
• Application maintenance services on
the global SAP HCM instance,
managing 59 countries and over
168.000 active employees (5 year
contract)
• Additional implementation projects
ongoing in Belgium, Netherlands,
Chile and Peru
• Global company in need of a global
HRIS to manage its workforce
• Issues with keeping SAP HCM
updated and compliant at all times
• Integrate global HR processes and HR
systems
• Focus on value-added high-quality
services and process improvement
• Focus on cost reduction
Results
• Cost reduction
• Centralized management of HR
processes and systems
• Updated and well maintained HR
applications ensuring compliance
• Improved HR data quality
Why NGA
• Strong relationship and collaboration
between NGA & Nestlé
• Proven SAP HCM expertise
• Delivery model combining local
expertise and centralized support
• Demonstrated service quality
• Focus on continuous improvement
In Brief
HRIS: SAP
Service scope: HR consulting,
application maintenance
Process scope: Core HR, payroll
Countries: 59
Languages: English
Company Profile
Industry: Manufacturing, Food
Presence: Global
Turnover: $ 1.1 billion
Employees: 328,000
HQ: Switzerland
Website: www.nestle.com

12. Customer success story: Nestlé
From October 2006 until May
2008, NGA implemented
Payroll for Nestlé in Spain and
Portugal. (Iberia)
2006 2007 2008 2009 2010 2011 2012 2013 2014
From June 2008 until December 2009,
NGA supported the Application
Maintenance Outsourcing of the SA
Payroll platform in Spain and Portugal
via NGA’s HR shared service center.
In 2010, Nestlé decided to group the
maintenance efforts for all company
applications to another provider.
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In March 2011, Nestle Iberia asked NGA to
take over the application support because of a
high number of pending issues provoked by
lack of quality and knowledge of previous
provider.
Nestle France requested NGA to provide on-site
support.
In November 2013, Nestle Finland,
Norway, Sweden and Denmark
asked NGA to run the application
management services in Granada
RDC.
Additional implementation projects
ongoing for Belgium, Netherlands,
Chile and Peru.

13. Customer success story: Nestlé > GLOBAL program
Enable HR Global standard processes with
consistent data in line with market best-practices
Improve reporting quality & increase
simulation capabilities (e.g.: compensation &
cost analysis)
Activate the outsourcing of transactional
systems > activities with low value added
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● Truly global solutions
● Cost reduction
● Increased cost/benefit
control
● Change in HR focus
● High value added processes

14. Customer Success Story > Process Scope
• Application Management Services for 59 countries and over 168.000 active
employees. Services to be provided on Nestle’s SAP premises.
• Standard delivery model:
• 80 % of activities centralized in Regional Delivery Center
• 20% of activities which require high expertise organized in-country
•Nestlé laptops with special connections to Nestle networks via VPN and use of
Nestlé specific tools
• Service: From 09:00h to 18:00h
• Service Level objectives (SLOs): Controlling and follow up of service (no
penalties)
• 5 years contract
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Localized
PA
Payroll
Time
&
Attendance
OM
Maintenance,
Evolutive
Support
(CR’s)

15. Looking for more information?
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[brochure]
The 5 Most Overlooked Elements when
Managing HR in the Cloud
Download the leaflet at
http://resources.ngahr.com/5-most-overlooked-elements-when-
managing-hr-cloud
[recorded webinar]
5 Reasons to Ensure HR Application Stability &
Security
Replay the full webinar now:
http://resources.ngahr.com/5-reasons-ensure-hr-application-
stability-security

16. Thank you
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