FS Follow-up

July 24th 2019

Discussion points (@ June 11 th
, 2019)-

1. Payroll Final Settlement – Accuracy and Turn Around Time

2. Improved Quality Process
3. Documented SOP’s
4. Weekly Reporting and Service Reviews
5. Preceding Action Items

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 Reporting Update
UK HR S hare d S e rvic e s : Re po rting Das hbo ard : Jul-19 ME HR S hare d S e rvic e s : Re po rting Das hbo ard : Jul-19
UK Mo nthly Re po rting ME Mo nthly Re po rting

Auto Reporting Manual Reporting Pending Reporting Auto Reporting Manual Reporting Pending Reporting

400 365 365 120 300 267 265 200 169 168
103 99
100 250 150
300
80 200
Report 100 Report
200 Report 60 150 Report
40 Complete 100 Complete
Complete 50
100
Complete 20 50
0
0 0 0
Jul-19 Jul-19
Jul-19 Jul-19

UK We e kly Re po rting ME We e kly Re po rting

We e k 3 Auto Reporting Manual Reporting We e k 3 Auto Reporting Manual Reporting

14 10
27 12 12 20
26 26 12 11 11 8 8
26 15 15 8
10 15 12
25 11 6
24 24 24 24 8 10 10
24 10 8 8 8 8
23 23 23 23 6 4
23 4 2 2
2 2 2 2 5 2
22 1 1 1 1
2 0 0 0 0
21 0 0 0
15-Jul 16-Jul 17-Jul 18-Jul 19-Jul 15-Jul 16-Jul 17-Jul 18-Jul 19-Jul 14-Jul 15-Jul 16-Jul 17-Jul 18-Jul 14-Jul 15-Jul 16-Jul 17-Jul 18-Jul

Report Auto Complete Auto Report Manual Complete Manual Report Auto Complete Auto Report Manual Complete Manual

Pe nding Re po rt Pe nding Re po rt

S No. Sched Date Report Name Ageing Reason S No. Sched Date Report Name Ageing Reason
1 02-Jul-19 MW74 - WEEKLY SPR KPI'S 15 Pending with Onshore 1 01-Jul-19 KSA DATA FOR OFR 16 Pending with Onshore
2 09-Jul-19 MW74 - WEEKLY SPR KPI'S 10 Pending with Onshore 2 18-Jul-19 VACANCY UPDATE - DATA COMPLIANCE REPORT 3 Pending with Onshore
3 10-Jul-19 MM124 - MANAGER LOGIN 9 Pending with Matt 3 21-Jul-19 MONTHLY ME CASH LIST - ME / MONTHLY SMART PAY REPORT 1 On demand
4 12-Jul-19 MM145 - SERCO TRAVEL DASHBOARD 7 Pending with Gavin

Reporting
Dashboard
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Payroll Transformation
The following areas are to be covered by Serco in the 2 nd Phase of Payroll Transformation:
·         Contract Direct uploads/Keying (Allow Business to input their Overtime and Sickness data by
themselves)
·         Removal of Payroll Approval System (Budget Holder Cognos Report)
·         Online Pay Slip Access for all Non AD & Secure Site users
·         Replacement of all Payroll Cognos Report in to RRS ( Resource link Reporting System)
·         New P11D process using Resource Link ( Payroll software) functionality
·         Updates on Salary Sacrifice Calculations
·         New Pension element & Pension Built in to Resource Link
·         Updating the Reinstatement process
·         Completion of Payroll harmonization
·         HCM/RL interface Improvement
·         Pay element Rationalization
·         Holiday Pay Process Change
·         Implementation of Zellis Audit Report (Payroll system Audit Report)
·         Removal of ODEX interface (Finance Interface) with suitable replacement process
·         SAP BW enhancement
·         Database Review
Teleperformance Deliverables

·         Data validation b/w old and new system and highlight discrepancy to project team
·         Provide list of all site admin and approvers to project team to set up their access for self service
·         Manually process the information if it fails at Business end
·         Provide rule and logic of each payroll (including exception) before harmonization

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 Final Settlement: Accuracy and Turn Around Time
Accuracy-

Business Problem: Action Plan:

1. Accuracy scores dropped from 95% to 90% in May’19 OPERATION:
2. Error details (may-19): 1. Demobilization project to be handled separately from BAU with a dedicated processor
1. Errors in BAU- 08 and an auditor [17-Jun-2019] - Completed
2. Errors in Project FS cases- 03 2. Accuracy to be monitored on weekly basis through fresh FS draft, to reduce the
3. Errors while preparing MCR’s- 02 improvement action turn around time [17-Jun-2019] Completed
3. Offshore auditor to audit 100% of FS drafts and Ashish to audit ~15% random fresh FS
Root Cause Analysis: drafts [10-Jul-2019]
AUTOMATION/ TECHNOLOGY
Top 3 Defects SUPPORT:
1. Checklist based self certification [24-Jun-2019,to 10 –Jul-2019] Completed
2. Data scrapping functionality to be created to get all details on to a single screen for better
validation [17-Jun to 17-Jul-19] In Progress
a.) Scoping Done b.) BRD document prepared & submitted c.) Effort estimation by software team underway

ACCURACY IMPROVEMENT RAMP

PLAN:

1. Multiple[le Revisions
2. Multiple audits of the received revisions
3. Exceptions received for certain cases with immediate delivery timeline
4. Additional demobilization requests #DIBSToDisrupt 5
Improved Quality Process
Quality Framework- Reactive to Proactive
L-1 (Manual) L-2 (Automated)

SELF QA AUDITS
CERTIFICATION

1. Agent to self-audit its own 1. QA to audit remaining

transaction (50%) on real 50% of the transactions
time basis 2. Risk based audits – 20%
2. Checklist based auditing 3. Agent re-audit – 30%
3. Zero rework/ Improved
RFT
1. Data scrapping functionality, will help in consolidating the
4. Improved accuracy
data from multiple sources to one place
GOVERNANCE 2. Ease of validation by eliminating multiple toggles
3. Improvement in accuracy
1. Agent to login only if improvement opportunity is shared
2. Agent need specific audit check list 4. Cycle time reduction for agent and QA
3. Daily validation of agent audit observations & linkage to performance
4. Random sample audit by Onshore team (~10%)
5. Fortnightly Gage R&R of agents and QA’s

#DIBSToDisrupt 6
Final Settlement: Accuracy and Turn Around Time
Turn Around Time-

Business Problem: Action Plan:

1. Adherence to Turn Around Time never met the RESOURCE:
target of 95% in Y-2019 1. To add 2 buffer resources immediately [24-Jun-2019, 04-Jul-2019]
1. Buffer-1 & 2: To support audits, investigations, demobilization projects, Adhoc
queries and FS query tickets daily to avoid delay in delivery

2 resources already added with 1 resource moved from within teams and active. 2 nd
resource hired and currently being trained with login id’s requested
OPERATION:
Root Cause Analysis: 1. To utilize Yadram for Projects and Akhtar for BAU, for parallel working [17-Jun-2019]
1. Multiple revisions of FS received from business Completed
contracts
2. On of 48 BAU cases, 29 revisions received TURN AROUND TIME IMPROVEMENT RAMP
3. Additional 26 FS cases received as part of project PLAN:
4. Staffing not adequate to address absenteeism, back
log and additional volumes
5. Critical Attrition in FS team during Jan’19
6. Dependency on a single auditor for 100% audits
before releasing

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 Follow-up Discussions & Actions
Actions Timeline Comments Status
Daily FS Pending Report This is now being published daily and discussed on the FS daily call Closed
Revisions and Exceptions Report This has been shared with Seneena Closed
Share weekly FS accuracy basis the error log This is being published weekly Closed
Stage wise FS Accuracy 31st Jul’19 Insight tool customised and being used to track stage wise accuracy Open
separately.
AS-IS
• 50% FS Drafts being re-audited onshore 3 week draft data to be extracted and shared with the client
• FS accuracy reported basis error log shared from onshore tomorrow on the weekly call.
To-Be Desired Threshold to be agreed for each stage
FS Accuracy to be published at each stage with payment stage
accuracy at >95%
• 1st FS Draft internal Audit Score
• 1st Revision Internal Audit Score
• 2nd and 3rd FS Revision Internal Audit Score
• Payment/Final Stage Internal Audit Score
Automation through RPA 17th Jul’19 Awaiting cost and effort estimation from the Software team which Open
has been committed by them to be delivered by today EOD.
Business Case to be prepared basis effort estimation
Additional Onshore Payroll Audit Activities 1st July’19 Activities will be managed by Yadram once he is free from Open
demobilisations
• Ashish absorbed by Serco in 2015 for these activities
• Agreed to offshore these activities to offshore without FTE Will need to hire an additional buffer in the future to manage these
billing in Q-4 2018 additional activities
• Yadram sent on 3 months deputation in Q-1 2019 for KT
• Ashish moved to governance team and Yadram sent to India
in May’19
• Yadram currently handling CCAD and Aldar demobs

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Way Forward and Proposal
Timelines
Completed
Weekly Reporting: To be published every Sunday for the preceding working week on TAT and Accuracy – Saurabh Sharma
Service Reviews: Already scheduled on 7th of every month; MBR slide pack to be shared 1 day in advance – Saurabh Sharma Completed

Reporting SOP’s: Already initiated, target completion date Aug 19th, 2019 – Kamal Rawat –
SOP creation in progress. Estimated completion by end of this month
Email Etiquettes Training: Training request raised, target completion date Jun 30th 2019 – Kamal Rawat
Email Etiquette training requirement shared with Tejal. L&D to come back this month with the slots
Monthly Process Knowledge Test (PKT) Scores: To be shared on Monthly basis, by 15th of every month – Saurabh Sharma Completed

#DIBSToDisrupt 9
 Way Forward and Proposal
Proposal
Work units processed: Revisions 35% to 68% of regular units Challenges:
4 PROJECTS 18
15
26 1. High overtime hours and employees working continuously for 12 to
50 45 0 30
29 18hrs
REVISIONS 33
2. Quality of service delivery getting impacted

78 85 74 3. Over stressed burned out employees

74 64
4. Shop floor discipline getting impacted
FS + MCR

Jan-19 Feb-19 Mar-19 Apr-19 May-19

Proposed Solution:
Man hours utilized: Overtime 7% to 56% of attendance hours
1. Include 2 FTE’s in head count for 3 months as a short term solution,
Total Attendance hours = 2,700hrs
Total Overtime hours = 689hrs (~ 5FTE) 250 instead of institutionalizing overtime
175
106 56 81 Overtime Hours
32 2. Structure the revision input process, for load level balancing

450 450 450 450 450 450

Regular Attendance Hours (3x150 per month)

#DIBSToDisrupt 10
Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19
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