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, University of California, Office of the President
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
Automation Delivering Business Resilience - A British Telecom Case Study
COVID-19 is a pandemic that has affected business critical functions across enterprises in the world. From impacting the way we work and the way we provide service to our customers, it has forced us to rethink every business strategy. In these difficult times, enterprises have realized that it is critical to have a future proof business resilience strategy that can enable them to navigate disruptive situations.
Join us for this session as EdgeVerve along with their customer, British Telecom, and partner, Infosys BPM, share how Automation can help ensure business continuity and build immunity towards future crises. Get to know interesting insights on how British Telecom navigated the impact of COVID-19 by implementing powerful Automation solutions at speed.
Edward Watson, Head of Automation, British Telecom (OpenReach)
Satish Nair, VP and Business Head - Digital Services, Infosys BPM
Sateesh Seetharamiah, VP and Head of Global Product Head for AssistEdge, EdgeVerve
12:00 PM – 12:45 PM ET / 6:00 PM - 6:45 PM CET
Changing With the Times - Business Continuity Planning (BCP) in a COVID-19 Era
Most organizations have a BCP plan in writing but can it stand the test of a crisis such as COVID-19? While natural disasters and even world events such as 9/11 have raised the bar on the breadth of BCP, even the most mature and well-tested plans are unlikely to have provisions to deal with scale, duration and global reach of the crisis we are currently facing. Take a fresh look at your BCP plan based on COVID-19 learnings including:
- Service delivery risks in a 100% work from home model (equipment, infrastructure, staff state of mind)
- How do you make your plan fluid in order to prepare for "waves" of change around the globe?
- Which elements need to be continuously modified as the crisis end date continues?
- How do you transfer the outcomes into operational changes once business as usual state is restored?
Speaker: Dharanidharan Subramaniam, Director, HR Technology, Transformation and Shared Services, Ford Motor Company