Shared Services Taking it to the Next Level Together. Committed to service.

Shared ServicesTaking it to the Next Level

Together. Committed to service.

2

Agenda

• Shared Services Centre (SSC) New Service Model

• New Organizational Structure

• 2010-2011 Organizational Priorities

3

Where have we been?Where are we going?

2002 2003 – 2009 2010

Ottawa

NPC

Regional

HR Trans

Finance

Local PayHR Systems

& Payroll

Regional

IT Support

Shared Services

Fin

ance

Pay

roll

IT HR

Shared Services

Integrated

Services

4

Shared Services Centre (SSC) Maturity Model (Source - PWC)

Evolution Departments SSC Optimized SSC 2nd Generation

Focus Operations are stable

Operations are efficient & effective

SSC maximizes added value for entire company

Business Processes

Little std and harmonization or automation

Wide standardization harmonization

Optimization & automation of business process

X-organizational optimization

Systems and Technology

Multiple systems Partially standardized

Standardized system environment

Modular system environment

Human Resources

Inconsistent, non-uniform management

Concentration of competencies and focus on know-how

Professional know-how and development of management

Establishment of service-oriented culture & leadership

Internal Customer Relationship

Inconsistent, non-uniform management

Standardized routine processes and transactions

Focus on efficiency and effectiveness within SSC

Focus on added value proposition for the entire company

5

Shared Services Centre @ CBC/Radio Canada

Shared Services Centre

Customer Service

Project Delivery & Business

Intelligence

Customer Experience &

System Support

HR & Administrative

ServicesOperational Performance

National Payment Centre

Payroll Services

Credit & Collections

Jason Grew

François Sarrazin

Michèle Martel

Bryan McIntyre

Jacques Provost

Jacques Provost

Jacques Provost

6

Customer Service VisionView Through Our Customer-Centric Lens

Our Customers Our Administrative Areas

Our Experience Channels

Web/Portal - Chat - Email

Phone - Face-to-face

Mail - Fax

Managers

Employees

Retirees

Candidates

Unions

Suppliers

Clients

3rd Parties

Source to Settle

Order to Cash

Hire to Retire

Accounting to Reporting

IT/Application Support

7

2010-11 Timeline

May Jul AugJun Sep Oct Nov Dec

Realignment of Teams

Plan the Transition

Knowledge Transfer & Support

Define Roles & Responsibilities

Evaluation of Progress

Readjustment & Realignment

Transition Complete

Physical Move Shared Services

Integrated

Services

8

Agenda

• Shared Services Centre (SSC) New Service Model

• New Organizational Structure

• 2010-2011 Organizational Priorities

9

Alain S eguinDenis G arcea u

M anon V ira g

M anage rBusine ss Inte lligenc e

Craig A lain

Roxanne CoutureS tephe n Rea d

T eam AProject Leade r

Lucie Be aucham p

M artine T rem blayG uy Cha rbonnea u

T eam BProject Leade r

Charle s Beau regard

Line D ufou rB rian A rm stron g

T eam CProject Leade r

S tepha ne F a lardea u

Project Delive ry and Busine ss Intelligenc eSenior M anage r

Jason G rew

Project Delivery & Business Intelligence

Sylv ie Seguin, Karen G raha mColleen P roulx, Shelley Dunlo pVacant L&A S upport Positio n

V IP & E -HR Support S taffRedirected to System Suppor t

Robert Huard, Julie M arcou xSuzanne G authie r

Lise Youn g

T im e Capture T eamRedirected to th e

HR Specia lis t G rou p

1010

10 IT SC Analysts

Supervisor IT S CSteven G ravelin e

2 Security Analysts

Supervisor Secu rity M anagem en tM artin S t-Denis

4 HRSC Analysts

Supervisor HR Service sAnne Joh n

M anage rCustom er Experienc e

Vacan t

3 Senior IT Business Analysts5 System s F unctional Support Analysts

M anager Software Suppor tG reg W att

1 DBA

Senior DB AP ierre L evesqu e

Cusstom er Experience and Software Suppor tSenior M anage r

F rancois Sarrazin

Customer Experience & Software Support

No current planned changes to the ITSC and

Security Management

4 Dedicated Analysts

- To be confirmed

Scope of work changed to include Functional

Systems Specialists for Benefits, HR Functions, Pension, Payroll, Leave and Attendance, Time

Capture, redirected from HR Support

- Sylvie Séguin

- Karen Graham

- Shelley Dunlop

-Colleen Proulx

-Vacant PositionSylvain B elange r

APEC Support and Q uality of Servic eRedirected to th e

M etrics and O pera tional Perform anc e

Michèle MartelSenior Manager, HR and Administration

Shared Services

Manager, HR Administrative

ServicesSylvie Richard

Manager, HR Transaction

SpecialistsAnd Time Capture

Manon Mongeon

Manager, Shared

Services Knowledge Management

Christine Prevost

Administrative Assistant

Francine Morris

HR & Administrative Services

HR Transactions

Michèle TremblayCaroline DucharmeCarol HolmesSonia LarocqueMarie-France Chouinard (Mat)Valentin Bachner (BF) Mélanie JacquesMélissa Soulières (mat)Sylvain Morin (BF) Fiona NoakesParise Adam

Multi fonction Lynn Bazinet

Transaction Specialists

Doris Abu-JanbTasmin CraigJason Khouri

Julie McIntoshChristian Savaria

Manager, HR Transaction

Julie Lemay

Clerical /Admin

Support (to be transitioned from Knowledge)

M-C BergeronMartin

Latrémouille

HR AdministrationAndrée DaleySylvie PotvinJocelyne RaymondGinette GoneauMurielle BissonSheila KennyKathleen Difiore

Multi FunctionÉmilie ÉmondSilvanna Totarella

Time Capture Specialists

Julie MarcouxRobert HuardSuzanne GauthierSylvie L’Écyuer (abs)Lise Young (BF)

Redirected Call Centre Resources(Attached to IT)

Anne John (Co-ord)4 Ressources

Call Centre

Redirected Call Centre Ressources(attached to HR and Administration

2 Ressources

HR and Administration

Records Management Georges Lee

Patrice Bigras

12

Agenda

• Shared Services Centre (SSC) New Service Model

• New Organizational Structure

• 2010-2011 Organizational Priorities

13

2010-11 Organizational Priorities

• Review current delivery structure• Staff allocation based on core responsibilities• Knowledge Management strategy alignment• Consolidation of Call Centre operations• Comprehensive customer experience model

• Determine service delivery level• Revised SLA for all services• Establishment of a performance evaluation model

• Grow our service offering• Identify new opportunities for SSC• Streamline administrative processes

14

2010-11 Organizational Priorities

• Optimize our production capacity• Improved workforce agility in responding to crisis and business priorities• Elimination of non-value added activities• Greater automation support in the operations

• Deliver on key HR business initiatives• Proper alignment of resources to the strategic objectives• Successful completion of projects using recognized project management

practices • Integrate SAP HR data in our BI offering

• Support current operational activities• Reduction of paper footprint at CBC/Radio Canada• Increased portion of E-transactions with our business partners• Compliance to the current service level