Automating a complex commercial service delivery process€¦ · Automating a complex commercial service delivery process ... Atkins is one of the world’s leading engineering and

Automating a complex commercial

service delivery process Clare Bradley, Principal Consultant, Atkins

Case Study: Ovum Business Process Management

Agenda

● Introduction to Atkins

● Existing service delivery process, challenges & requirements

● Implementation - the solution, benefits & lessons learned

● Additional Atkins BPM projects

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Introduction to Atkins www.atkinsglobal.com

Atkins

● Atkins is one of the world’s leading engineering and design consultancies.

● PLAN - We plan every aspect of our clients’ projects, from cost and risk planning, feasibility studies and logistics, to impact assessments and stakeholder engagement activity.

● DESIGN - Atkins is a premier infrastructure designer across all industries and also has the expertise to design intellectual capital for management systems and business processes.

● ENABLE - Our clients trust us with the management of projects, people and issues, ensuring that deadlines are met, costs are controlled and success is delivered.

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Atkins

● Atkins is one of the world’s leading engineering and design consultancies.

● PLAN - We plan every aspect of our clients’ projects, from cost and risk planning, feasibility studies and logistics, to impact assessments and stakeholder engagement activity.

● DESIGN - Atkins is a premier infrastructure designer across all industries and also has the expertise to design intellectual capital for management systems and business processes.

● ENABLE - Our clients trust us with the management of projects, people and issues, ensuring that deadlines are met, costs are controlled and success is delivered.

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Transport planning,

pedestrian modelling and

urban design

Atkins

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Architecture,

civil and structural engineering,

MEP engineering,

cost consultancy

Atkins

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Full multidisciplinary design,

design coordination of civil works including

geotechnical & site investigations and construction

supervision

Our businesses worldwide

UK

Water and

Environment

Highways and

Transportation

Defence,

Aerospace,

Communications

Design and

Engineering

Rail

Management

Consultants

Faithful+Gould

Europe

Denmark

Ireland

Poland

Portugal

Sweden

Faithful+Gould

Atkins

Energy

Asia Pacific

Europe

Middle East

North America

UK

North

America

Water and

Environment

Highways and

Transportation

Design and

Engineering

Peter Brown

Construction

Faithful+Gould

China

Asia

Pacific

Ireland

Hong Kong

Faithful+Gould

Middle

East

Note: This is not a management structure

Norway

India

Saudi Arabia

UAE

Kuwait

Bahrain

Oman

Faithful+Gould

Qatar

Atkins Service Delivery Process Existing process, challenges and requirements

Commercial Service Delivery Process

● Established Service Delivery process to evaluate, manage and record opportunities and projects

● Includes categorisation of opportunities into Green, Amber or Red zone

● 5 mandatory and 2 optional Stage Gates to pass from opportunity creation to project close out

● Stage gate reviewers appointed for Amber and Red zone opportunities to provide independent challenge to bid and project delivery

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Challenges Faced

● All stage gate forms completed in Word / Excel

● Standalone database used to capture certain information about stage gate reviews.

– Data input manually by commercial teams

● Opportunity and Project data being entered in multiple systems.

– Multiple versions of the truth

● No form for Bid Approval

– Unable to audit

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Business Requirements

● Online Forms

– service delivery forms

– risk categorisation

– bid approval

● Integrate with existing Corporate systems

– Microsoft CRM

– JD Edwards

– Project Management Tool

– Microsoft SharePoint

● Provide a single interface for users to view their own opportunities and projects and outstanding actions.

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Implementation The solution, benefits and lessons learned

The solution

● Atkins’ BPM tool of choice for corporate solution is PNMSoft’s Sequence Business Process Management Software

– Selected for ease of use, agility, ability to deploy changes quickly & easily to production environment, working relationship, support available

● All existing stage gate forms and all additional new forms were developed using Sequence

– 4 integrated workflows

● Extremely complex solution with over 300 activities

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The solution – integrations and interface

● Multiple integrations developed to push, pull and synchronise data across corporate systems

– 2 way synchronisation with Microsoft CRM

– Push and Pull from JD Edwards

– Push to SharePoint

– Push to Atkins Enterprise Advantage

● .NET web interface to surface information to users

– Personalised view linked to the users profile showing opportunities and projects they are involved in

– Personal actions page showing all outstanding review and approval actions

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The solution

● 142 forms and sub forms

● 32 actions

● 82 mail notifications

● 10 web services & service consumers

● 14 WCF services

● 41 database activities

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Business Benefits

● Information only entered once

● Reduced processing costs (e.g. job creation processing)

● User friendly

● Common reporting tools

● Clear visibility of any missing data and an increase in compliance

● Improved carbon footprint due to reduced printing

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Lessons Learned

● Developers working from multiple locations

– Important to develop corporate usability and design guides for developers to work to ensuring a consistent look and feel throughout all BPM applications

● Change Management

– Important to manage change via a controlled approval process for cost, time and resources

– Important to keep technical documentation including requirements specifications up to date

● Complex process and integrations meant complex testing

– Increase the time allocated for testing

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Additional BPM Projects

Additional BPM Projects

● Online Time Sheets

– Including job allocation

● Online Annual Leave

– Including flexi leave

● Online Project Status Reports (PSR)

– Monthly reports linked to JD Edwards and Atkins Enterprise Advantage

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Relationship with PNMSoft

● Atkins and PNMSoft have continued to develop a great working relationship as Sequence technology becomes an integral part of Atkins IS Systems.

● Key requirements for building and maintaining a relationship with your supplier;

– Key Account Management from both sides

– Working together cohesively on projects to ensure you get the best out of the technology

– Access to technical experts

– Service Desk to be able to log requests

● Feel free to contact PNMSoft at their stand or via www.pnmsoft.com

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Thank You