reducing operating costs in shared services using cognitive technology
TRANSCRIPT
Simon RobinsonManaging Director
Reducing Operating Costs in Shared Services using Cognitive Technology
15th June 2017
ERPaaS’ Intelligent Service captures people’s knowledge and expertise in the form of business rules, which we link to back office transactional systems.
We automate that knowledge and deliver it as a new breed of ‘Intelligent’ business applications which run on any device.
We enable organisations to work smarter by capitalising on the biggest asset you have, which is the expertise and knowledge of your people.
We enable organisations to personalise their service without customisation of the underlying back office applications.
ERPaaSWhat we do
What I aim to cover
• Remind ourselves of some of the issues facing shared service operations.
• Demonstrate how placing a Cognitive Intelligence service in front of back office applications is solving a number of major problems for shared services.
• Talk about how a FTSE100 company is using these technologies in its shared service centres.
• Multi-organisation shared services
– Everyone is different
– Customisation and off-system workarounds are the only answer
– Clunky unusable applications
• Cost of ownership
– Build cost and change controls
– Upgrade costs
• Expertise and volumes
– Too much work for too few people
• Onboarding and decoupling partners
– How do you deal with large or small organisations?
• Migrating to Cloud solves all the problems
– We can’t standardise on common processes
– Everyone is different
– We will deploy your customisations on PaaS applications…………
Shared ServicesThe issues
Demonstration
Maternity/Paternity illustration
• Police Shared Service– 5 weeks
• FTSE 100 Telco HR Shared Service Centre– 5 days
• Cognitive Intelligence integrated with back office– 60 seconds
– How long does your organisation take to do this, what is the cost, and what is the productivity impact?
A Cognitive Intelligence Application in actionWhat have you just seen?
• Personalisation– Interpretation of HR data to determine which business rules to apply to which
user (or organisation) and deployed in a service independent to the back office applications
• Integration– The retrieval of the HR and Payroll data and a real time calculation of
entitlement using business rules without any customisation of the back office applications
• Knowledge automation– Freed up valuable subject matter expertise in back office shared services
• Delivered to any device– Self-service or Shared Service Centre using the same rules and service
• Intuitive User Interface– No training required
A Cognitive Intelligence Application in actionSome questions you may have
• Did you have to implement a Cloud HR, Payroll, Finance or Procurement system to do this?
– No, it links to your existing systems
• Is it secure?
– Yes, it’s your data in your systems
• Is there a huge cost?
– No
• Does it take long to put in?
– Weeks
A transformation in action
Digital Transformation in actionShared Services Case Study
• FTSE100 company
• 22,000 employees
• Highly diverse business– 120 companies, 800 primary accounting codes
• Cultural roots in Public Sector
• Shared Service for HR, Payroll, Finance, Procurement, Legal and IT
• Transformation Programme driven from the top– Objective to reduce operating costs by 20%
– Brought in external transformation expertise
– Technology driven transformation is one of the most significant work-streams
• 1,000 staff sample group
• Absence reduced from 4.9% to 2.4%
• Motivation and morale improvements
• 200,000 additional calls handled
• Multi-million pound recurring cashable benefit for every 1% improvement
• 22,000 now live
Intelligent HRAbsence and Attendance
• 600 - 1,000 emails per day
– 50% internal
– 50% external
• Triage before queries go in the shared service centre
– 80% answered automatically in natural language
– 20% generating a service request in the form of a case
Intelligent FinanceAsk AP
Why has my invoice not been paid?
What is the prize and how do I get it?
What is the Prize?
• Sweat the assets
– Capitalise on your existing data and systems
• Cost Reduction or Efficiency gains?
– Think about the how to empower with self-service and support with shared services
– More for the same, or the same for less
– Re-work and error removal
• Lever your knowledge
– Empower the workforce
– Achieve compliance
• Culture change
– Moving the organisation into the digital age with tools they use every day
What is the call to action?
• Identify quick wins
– But don’t lose sight of the big picture
• Engage stakeholders
• Vision and leadership
• Get help
– Engage your suppliers
• Buy through G-Cloud!
We will be at CIPFA in July for those of you in Public Services
For more information visit our website www.erpaas.com
Or reach out to Nigel Hedley on 07946 316 382 or [email protected]
Want to know more?
• We will be at the CIPFA Annual Conference 12-13 July
• Join us for one of our Oracle-hosted workshops– 27th June, Oracle London Offices
– 29th June, Oracle Birmingham Offices
– Register here: http://www.erpaas.com/events.html#upcoming-events
• Reach out to Nigel Hedley– Mobile: 07946 316 382
– Email: [email protected]
Thank You