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L2 Support

Maintenance and support for global business delivery application

The client
The Client is major specialty underwriting & re-insurance company in USA. The Company has global presence. Major
market Americas and Europe. Rapidly growing in Middle East and South East Asia. The company is offering services
in Excess and Surplus market with range of products in Property & Casualty, Commercial Liability, Allied Medicals,
etc. Rapidly growing company has mission to implement common Business Delivery Platform across all continents
for services & products. The company has global workforce of 5000+

Business needs
Growing in competitive market required a multi-vendor-based environment for sustainability and productivity

Business Targets

• Making processes more multi-vendor-based

• To be best-in-class, cost-to serve and cost-to-change
• Growth
• Formation of IT processes as global delivery model to achieved business targets.
• Developing offshore support teams for new global business delivery platform.

•Migrate to managed services through a phased manner:

•Working with service-level arrangements and key performance indicators.

•Level 2 maintenance and support global business delivery application – Insurance Policy Admin, Claims
Maintenance and Billing Maintenance.

•Enhancements in for global business delivery application the above modules

•Program management services
•Process improvement services: requirement engineering, demand management, configuration
management, documentation management, etc.

Business requirements Technical Deliverables

As new implementation of  No clear process definitions in line with latest IT
 No such team was existing
global delivery application industry standards
 Building versatile and efficient team to
Challenges replacing legacy system  Ineffective demand management processes
support global business delivery
 Requirements engineering and management
processes called for improvement

 Staged approach with clear entry  Effective knowledge  Process consulting to overcome limitations of
criteria to migrate from ‘body acquisition with detailed requirement management, demand management,
shopping’ mode to ‘managed services’ plan and templates etc.

 Use of subcontractors in niche areas  Reverse knowledge  Updating existing documentation, creating new
Strategy transfer sessions to documentation as per requirements
 Use of translators and interpreters to validate learning
overcome language barrier  Initiate T&M pricing and move towards a flexible
 System appreciation fixed-price pricing model based on volume of work
 Cultural workshops and working norms documentation signed

 Facilitation to experienced resources to be part of

 Enhancement to quality sources to implementation and requirement gathering
streamline process. processes across all modules.
Uniqueness of
approach  Convention for language institutes to  Onsite-offshore rotation of 90 percent of consultants
overcome cultural barrier
for complete technology, process and cultural
knowledge transfer.

 Enhanced customer satisfaction

 Successful execution of pilot project – refining
 Consensus on quality process Technical improvements methodologies, processes and artifacts
improvements with stakeholders, suggested and implemented,
Benefits leading to reduced number of defects leading to a decrease in  Best SLA adherence achieved over a one-year period
and increased quality, cost- incidents by up to 85 percent
in specific areas  Reduced cost per incident by 30 percent, than
effectiveness and reusability of projected.

Well-defined incident, change and problem

Success model implementation has been
Process benefits appraised by client top management. management processes including on-site and offshore
delivery capabilities