9:00 AM – 9:45 AM ET / 3:00 PM - 3:45 PM CET
COVID-19: Tip of the Iceberg for Tectonic Shifts in Shared Services’ Delivery Model?
A detailed analysis of market data with regards to impact, reaction, and plans
This session shares real-time data reflecting SSCs from North American-, European-, and Asian-headquartered enterprises. It highlights interesting variances in terms of how each segment is reacting, and shares strategies deployed to maintain service. It also explains what the crisis is costing in terms of SSC capacity; how scarce resources are being leveraged; and how service delivery models are being reassessed to protect against a similar situation in future. The most significant challenge, according to the survey, is around connectivity and security.
Takeaway findings around SSO’s preference for future Service Delivery operations: Digitization will play a big part in immunizing yourselves against future shocks.
Barbara Hodge, Principal Analyst & Global Digital Editor, SSON
Deborah Kops, Managing Principal, Sourcing Change
10:00 AM – 10:45 AM ET / 4:00 PM - 4:45 PM CET
Making your Business Continuity Plan Real: Reacting to Covid-19 and Preparing for the Next Crisis
Lessons learned from Covid-19, realizing virtual shared services, and what is coming next
COVID-19 might prove a once-in-a generation event, but a proper, tested business continuity plan (BCP) will improve your organization’s resiliency to any severe business disruption, regardless of scope and rarity. This session reviews lessons learned by private and public sector organizations as they take their BCPs off the shelf and react to the global pandemic in real-time. We will review what is going well, and what needs to change going forward, in order to prepare for the next pandemic/event.
Dan Russi of UCPath Center - the University of California's transactional hub for centralizing and streamlining critical functions - will present the BCP model he had designed to ensure resiliency, and explain how and where he found himself needing to adapt it to manage the current crisis. The adapted model has just gone live with a remote working approach that has proven very successful.
This "virtual" model is typical of many that have been executed on the fly in reaction to shelter in place, social distancing, and essential services orders. It reflects the "lights out" model of shared services that has been bandied about for decades. Now it's fast becoming a reality for the longer term, as distributed organizations skip centrally located staffing models and move to a more virtual model.
The question is how Intelligent Automation and Robotic Process Automation can help shared services organizations with:
- a more effective business continuity strategy?
- a more resilient, scalable, and adaptable operating model for the support of ongoing operations? ands
- preparing for the new macro trends?
Dan Russi, Executive Director, UCPath Center
Phil Searle, CEO, Chazey Partners
Chas Moore, Project Manager, Chazey Partners
11:00 AM – 11:45 AM ET / 5:00 PM - 5:45 PM CET
Building a More Digitized Operation to Safeguard Against Unexpected Hits
Showcasing how automation can underpin a more digitized Services Delivery model, building immunity to future crises.
In this session, we analyze the most reliable solution to driving digitization across SSOs. While RPA has already been adopted by many, this adoption has not been sufficiently aligned to the digital transformation agenda of the enterprise. COVID-19 has shown us just how costly the lack of enterprise integration can be. Future success will depend on an intelligent approach that links automation’s capability with a service-based, cloud-enabled platform that offers agility, choice, and innovation – interconnected and integrated.
This session outlines your options, explains how to drive a robust digital strategy to safeguard the enterprise; and offers milestones you should be targeting.