Indian Railways Conference with Industry

and Academia

8th and 9th April, 2005

IT SERVICES | BPO | SOLUTIONS

 MphasiS - Integrated IT & BPO Services

MphasiS provides a combination of IT and BPO services to assist its clients in optimizing
their business processes

• Addressing the need of large companies to reduce cost and increase

control of SG&A related business processes through automation and
outsourcing

• Key capabilities
 Business process automation, innovation and outsourcing
 Proven IT and BPO Services combined to create business solutions
 Global sourcing strategy to optimize the cost of doing business

MphasiS is among
• Facts Forbes Global list of
100 Best Under a
 9400+ Professionals around the Globe
Billion Companies in
 Offshore Facilities in India, China & Mexico Asia Pacific.
 23 Project and Customer Relationship offices in 9 countries
 Annualized Revenue $190M,CAGR 35+%, Debt free

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 MphasiS service portfolio

Financial Services Technology Emerging Verticals

Retail, Investment Banking, HW/SW Companies Transportation, Telecom,
Insurance Healthcare

IT Services Application Development/ Integration, Application Management, Quality Assurance

Consulting Domain Expertise, Business Process Improvement, Architecture

Platform-based Solutions Workflow Mgt, Business Process Management

Claims handling, Equity Technical support Airway bill

Domain Specific manifestation
Research, CPA Taxes
Business Process
Outsourcing Cross-Domain Sales Support, Customer Service, Finance and Accounting, Tech help desk

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 MphasiS Application Portfolio Services (MAPS)

Optimizing the maintenance, support and

transformation of Legacy Applications

• Over 70% of average IT application budgets are for maintenance and support
of legacy applications
• MAPS: Establishing knowledge base & improve process and resource loading
 Portfolio Analysis of related applications
 Legacy Roadmaps in context of reference architecture
 Knowledge Base of existing apps
 Process improvements and Resource optimization
 Cost reduction, quality and response time improvement

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 MframE – Multi-channel Enabling of Processes

Increased process effectiveness through multi-channel access and integration of

business services
• Service Oriented Architecture to seamlessly integrate channels and
business processes
 Reduces complexity, improves integration capabilities
 Lowers development and support cost
 Increases predictability, reduces risk

MframE Development Process

MframE Architecture Framework

Internet Front End Security / Content Application Core Backend

Services Management Integration Applications
Assembly & Content Session
Delivery Management Management
Intranet Partner
Portlets Taxonomy Application Applications
Architecture Integration
Search Engine
Wireless / Personalization Clickstream / BPM / Workflow Internal Web
Mobile
Reporting Applications
Customization Web Service
Contact Security / SSO Integration
Role Based ERP
Centers Access Control User Store / Applications
Alert Services
Chat/ Directory
Other Collaboration Syndicated CRM
User Profile
Channels Globalization Content Applications

MframE Portal Professional Services

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 MphasiS Technologies

Integrating devices into the enterprise processes…

Building the mobile world

Telecom • Internetworking • Safety system

& • Voice networks Automotive • Fleet Management
Networking • O&M • In-vehicle multimedia

• OS • OS –Drivers & utilities

Mobile • Applications Computing • Middleware
Technology • UI & Product Platforms • Intelligent
Integration Infrastructure Management

• Compliance
• HMI
Industrial • Medical & Diagnostic
• PLC Healthcare
Automation equipment
• Field bus • Surgery assistance tools

• Drug Discovery Tools

• MFP’s Life
Consumer • Lab Automation
• Home networking
Electronics • Digital Camera
Sciences • Specialized
Instrument Tools

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MphasiS Technologies…Technology Rental Lab

• Technology Rental Lab

 Being a single point of “aggregator”
service that provides accountability
across multiple inputs and players
 Technology Domain Knowledge
 Flexible processes that can integrate
with their own
 Resource scalability
 SLA’s that translate to their delivery
commitments
 IP protection frameworks –
renouncement of all IP generation
 Isolation among customer units
 Industry affiliations, memberships
 Frameworks, Re-usable components
 A governance model that gives
complete visibility and control across
all delivery streams to the client
 Integration of client teams and
outsourced teams

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 MphasiS BPO Services

Applying process knowledge, domain expertise and technology know how to execute
Business process at dramatically lower cost and better performance
• BPO Operations
 6,100+ Professionals
 Offshore BPO Centres in Bangalore, Pune, Mangalore, India and Tijuana, Mexico
 70+ million calls/ transactions per year
• Business Process Expertise
 Sales & service
 Claims handling
 Tax & Accounting
 Content Management
 Tech help desk
• Quality
 Six Sigma master black belt team
 Process analysis and improvement team
• Infrastructure
 Strong Security & Complete CoB
 Enterprise Quality Management, Workforce Management, Business Activity Monitoring and
Business Intelligence

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 MphasiS Sunrise Offerings
• Virtual Tax Room
 Cost effective & accurate tax return filings
for CPA firms
 Transaction processing (document scanning,
analysis and preparation of tax returns
• Spanish Language Service
 Attractive “near-shore” and Spanish option
for North American companies
 Providing inbound customer services. Total
capacity 300 seats
• Business Transformation Service
 Consulting services for process analysis and
improvement
 Driven by senior team of Six Sigma
professionals significant global experience
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• Brokerage Service
 Hi-value brokerage services to clients of
investment banks
 Series 7, 63 and 24 certifications and sales
assistants with series 11 certifications
• Outsourcing Program Management
Service
 Consulting and execution services for setting
up captive centers in India.
 Driven by senior professionals with
experience in setting up large captive
centers for global MNC’s.
• Research Service
 Remote outsourcing services in financial and
market research which offers quality
research & analytical services at a much
lower cost to global clients.
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 Work done by MphasiS- Transportation Industry

• Leading International Airline Projects delivered

 Transactional Portal
 Institutionalizing Content Management
 Departure Control System Front-End
 Reservation & Ticketing Front-End
 Interactive Seat Selection on the Web
 Re-engineering L-Mos Systems
 Baggage Reconciliation System
 International and Indian airlines

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 Airline Industry Experience
• We have a worked with leading airlines on the development of a technical architecture, the introduction of
new object-oriented and web-based technologies and the development of major implementation projects
• We focus our expertise on channel integration and customer relationship management

Touch Points Customer CRM & Middleware Services Back end Services
Interaction
Internet
Visitor, Registered User, Customer id and Author- Flight Information
Web
Customer Enrollment isation, Entitlements
Email Reservation
Fax Customer id and intent
Customer Profile Frequent Flyer Program

Mobile Reservation & Booking

Personalization Manager Campaign Manager
Booking
Voice Trip itinerary and
SMS Destination Information
Wireless Workflow Manager Customer Analysis
Notification
• Email Customer recognition and Flight
Call Center • Voice Allocation to check in agent Content Management Planning
Transaction/Trip Manager
• SMS Internal & Syndicated
Greeter • Fax Check in
Check in
Customer Profile In-flight Customer Relationship Tier Flight
Check in
Agent Routing Operations
Personalized Connection
Information
Cabin
Crew Transaction Manager
Enrollment
Schedules &
In-flight
Availability
Entertain. Personalized View Business Components
Fares &
Greeter
Arrival Flight Information Pricing
Unified User Profile
Greeter Lost Baggage
Luggage
Loyalty
Programs
Travel Service Lapse
Agent Business Component Tier

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 Future of Railways – a global perspective

• Some future client expectations

 Integrated services worldwide
 Through ticketing
 Through logistics for freight
 Exist in a multi modal world

• What does it mean to live in a multi modal world?

 Integration will be through IT systems
 Connectivity to each others information systems is critical
 Internet becomes most favored channel
 Partnering
 E-commerce (e-ticketing, integrating business processes with partners)
 Networks and VPN – Hermes Network ( Europe)
• Transform railways as close to commercial businesses operating
in a real market

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 Global change drivers for Railways

• Change drivers
 Competition
 Privatization and amalgamations
 Co-operation
 Decline in market share

• State Institutions to business oriented companies

 Starting point
 Political will
 Introduction of market forces
 Improvement of public services
 Integrated services
 Separation of infrastructure management and transport operations
 Better integration of national transportation systems
 IR is better positioned than many Indian services

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 Some areas to be addressed

• Improve safety
 GIS location systems for trains with interlock based signaling
 GIS location based systems to permit track interconnections for track change
 Inform drivers about track status ahead based on inputs from tracking systems
 Internet based communications from trains with stations close by for handling on board
emergencies
 Rapid deployment force contactable from trains in backward/dangerous areas
 Technology for monitoring tracks for discontinuity/ blocks – operated by stations.
Communication with oncoming trains.
• Improve freight capacity
 Optimize scheduling algorithms
 Provide niche freight carrying capabilities with specialized service
 Target niche markets
 Collaborate with agencies like CONCOR, etc for other markets, Innovations like RO RO etc
 RFID for Parcel tracking
• Catering to the masses
 Be the cheapest transport mode – compete with road transport and Air Deccan
 Increase number of services, capacity of trains
 Increase scheduling efficiency and train operations management
 Investment to increase number of tracks – involve private sector

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 Summary

• Better quality services

 Unified traffic management systems
 Superior safety systems
 Integrated reliable ticketing systems
 E-commerce for freight transport
 React quickly to market requests

• IT and telecom are indispensable tools

 Strategic and Operational targets which are:
• Customer centric
• Revenue/margin maximization
• Productivity maximization
 Single agency to coordinate across IR Divisions for IT systems
 Provide access to data from all IR Divisions for strategic decision making
 Develop in-house competencies for core IT needs
 Outsource non –core IT needs
 Customer care centers
 Supply chain integration

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 MphasiS areas of interest

• Areas of interest
 Platform based Process Solutions
 Transactional Portal
 Technology Solutions (SCADA based systems, Industrial Electronics)
 Institutionalizing Content Management
 Reservation & Ticketing
 LRDSS design/development
 Collision avoidance systems
 Building Contact Centers and operating
 Advisory services for setting up Call Centers on BOT, BOO and other models

• Strong expertise across

 Platform based Solutions
 Business Integration services
 Technology Solutions
 Customer care centers
 Technology Rental Laboratory
 Supply chain integration

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 Thank you
Questions please

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