SaaS vs BPO: Operational Considerations of the SaaS Service Delivery Model

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In the second session of this webinar series, we further explore how SaaS and BPO are not mutually exclusive, now from an operational perspective. A panel of practitioners and providers discuss how services stay the same or may change in different areas, potential differences in your ongoing delivery team, global design considerations, and modifications to the governance model. Panel: - Jill Goldstein, Global Offering Lead, Talent and HR BPO, Accenture - Jamie McGovern, Partner - Human Capital Management, Global Business Services, IBM US - Susan Laskey-Myers, SVP HR Solutions & Service Delivery, Thomson Reuters Moderator: Brenda Sural, Director HR Service Delivery, Kraft Foods

Business

Operational Considerations of the
SaaS Service Delivery Model

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

3 @HROA
www.HROA.org

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

4 @HROA
www.HROA.org

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
5 @HROA
www.HROA.org

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

6 @HROA
www.HROA.org

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

7 @HROA
www.HROA.org

Today’s Panel

Brenda Sural Jamie McGovern
Kraft Foods IBM
Moderator

Jill Goldstein Susan Laskey-Myers
Accenture Thomson Reuters

9 @HROA
www.HROA.org

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

11 @HROA
www.HROA.org

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
www.HROA.org @HROA

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SaaS vs BPO: Operational Considerations of the SaaS Service Delivery Model

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 3 @HROA www.HROA.org

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 4 @HROA www.HROA.org

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 5 @HROA www.HROA.org

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 6 @HROA www.HROA.org

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 7 @HROA www.HROA.org

7. Panel Discussion

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

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 11 @HROA www.HROA.org

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 www.HROA.org @HROA

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