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NGA Application MaintenanceEnabling reliable HR/IT operations

NGA Human Resources confidential. All rights reserved.

What is Application Maintenance?

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Application Maintenance is the modification of a software application after delivery in order to correct faults, improve performance, and preserve or even enhance its value over time. The value can be enhanced by meeting additional requirements, becoming more efficient and user-friendly, or employing newer technology.

As systems and applications continue to evolve over time, Application Maintenance is crucial in reducing complexity and minimizing business risks.

Source: http://en.wikipedia.org/wiki/Software_maintenance

Correctivemaintenance

Adaptivemaintenance

Perfectivemaintenance

Preventivemaintenance

Reactive modification to correct discovered problems

Modification to keep an application usable in a changed or changing environment

Modification to improve performance or maintainability

Modification to detect and correct latent errors in the application before they become effective faults

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Application Maintenance Pain Points

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How can we maintain our HCM

system in a cost-efficient manner?

How can weretain our IT experts?

How can our HR systems be kept legally compliant?

Is there an efficient way to add new

functionalitiesto our application?

How can bug fixes be implemented quickly to

ensure workforce productivity?

We lose valuable timewhen a new upgrade

is released.

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Key Trends & Challenges

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“Today’s businesses are highly dependent on updated, efficient and compliant IT solutions in performing their day-to-day operations.”

Globalization

Service delivery improvement

Changing compliance regulations

Cost & resource

management

Risk management

Growing companies require IT systems and applications that are adapted to suit new business scenarios.

Ensure proper IT support to deliver high-quality business services by improving application accuracy &

efficiency, reducing errors, etc..

Keep your IT platform up to date with security standards, legal requirements and corporate

governance compliance.

Rely on a performing and compliant IT platform without additional cost burdens or staffing issues.

Ensure stability, performance and functionality of the application by having the right mechanisms to evaluate,

monitor, control and modify the system.

Unified & integrated IT landscape

Optimized IT platform

Engaging with experts

Reliance on external support

Building a maintenance framework

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Major Challenges When Maintaining HR Applications

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Business growth requires the right IT support

• Businesses are increasingly dependent on IT solutions in performing day-to-day operations.

• Growing companies need larger and more performing IT landscapes to manage their workforce, leading to increased system and application maintenance complexity.

• More interaction and collaboration is required among multiple IT functions to manage the growing number of applications.

• Application maintenance planning needs to be aligned with business & HR priorities and schedules.

HR systems must be keptlegally compliant and secure

• HR applications must be legally compliant at all times. • Multiple tax schedules and legal & fiscal requirements require deep

expertise for each individual country. • Legislation - often only available in the local language - needs to be

translated into technical specificities. • HR data managed on applications must be efficiently stored,

secured and backed up, in line with local legislation.

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Given the impact of technical errors on a company’s workforce, keeping HR applications up-to-date is critical to a company’s business.

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Major Challenges When Maintaining HR Applications

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Ensuring workforce productivity and HR service delivery

• Lack of knowledge, processes and metrics to manage application maintenance needs, cost and effort estimations, and results.

• Need for deep understanding of the HR processes and business. • Tight HR & payroll schedules, making HR application maintenance

difficult to plan and roll out.

Access to resources & knowledge

• Need to have resources with local business, HR & IT knowledge in all geographies in scope.

• Lack of talented IT resources with deep understanding of solutions and industry best practices.

• Constant training and development requirements to keep internal resources up-to-date with the most recent evolutions.

Managing IT maintenance costs

• Need to have a stable, performing and functional HR application without additional cost burdens.

• Difficulty in efficiently managing strong fluctuations in workload , making it expensive, over time, to have a sufficient number of IT resources in-house.

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Given the impact of technical errors on a company’s workforce, keeping HR applications up-to-date is critical to a company’s business.

NGA Human Resources confidential. All rights reserved. 7

Rapidly Evolving HR & IT Environments

Company 1

Company 2

ERP HCM system hosted OnPremise

Cloud HCM solution

Y3Y2Y1Q1 Q2 Q3 Q1 Q2 Q3 Q1 Q2 Q3

2

1 2 3 5

Technology upgrade/release Legal change requiring HRIS updates

1

6

Payroll run

3

4

Functional change of HR application

As a result, organizations need to:

• Have the right HR expertise • Be able to understand and translate local

legislation into technical requirements• Have enough HR & IT resources• Be able to keep up with all changes and

updates

Frequent HR application updates are required due to:

• Constantly evolving HR software technologies

• Frequent legal & social changes • Functional enhancement requests• Management of ongoing HR processes and

operations

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Keep HR systems

up to date

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ImproveHR delivery

quality

Drive down cost

Can you help us manage our global

HR platforms?

Can you help us lower the cost of HR IT support?

Can you help us increase HR IT

accuracy & efficiency, and reduce errors?

What do organizations require the most?

Customer Requirements

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Ensure HRISsecurity andcompliance

Customer Requirements

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Ensureavailabilityof resources

Provideprocesses

and metrics

Can you help us ensure technical compliance with local regulations?

Can you help us manage application maintenance more

efficiently?

Can you help us find talented and

experienced resources?

What do HR & IT professionals require the most?

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• Access to reliable and standardized processes, policies and procedures

• Access to skilled resources with domain expertise to perform the necessary maintenance tasks when needed

• Use of key metrics & SLAs that can be continuously monitored and refined

Why Consider HR Application Maintenance Support?

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• Ability to focus on strategic IT initiatives • Improved quality of IT services:

decreased number and duration of business-critical application outages

• Enhanced operational efficiency and productivity

• Improved business application stability, continuity and security

• Reduced IT costs; reduced Total Cost of Ownership over time

• Enhanced and extended life of a company’s applications

“Why should companies consider partnering with an external serviceprovider to maintain and develop their HR applications?”

Internal reasons External reasons

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Application Maintenance by NGA

“NGA enhances customer experience & satisfaction by helping companies improve the performance of their HR environment while optimizing their operational cost, ensuring country-specific legislative compliance and guaranteeing high-quality output at all times.”

• Global application maintenance, support and enhancement services combined with local language support & expertise

• Use of standardized processes, tools and metrics

• Tailored services provided on-site or off-site to fit individual needs

• Available for OnPremise and cloud HR solutions

• Focus on customer satisfaction through our integrated SLA model and regular satisfaction surveys

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NGA’s Application Support Services by the Numbers

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30%cost reduction witnessed by our customers through our application maintenance services

Over 150 HR BPO customers

800+Application Maintenanceexperts worldwide

115,000+tickets managed every year

300+ Application Maintenance customers across the globe

35Offices in

40+years of experience in HR

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1,500,000+employees served

countrieslanguages spoken in our HR service delivery centers

9 HR platforms on which NGA can deliver HR services

100+Hosting

SAP HCM platforms

30+Service delivery points,

7includingStrategic Service Delivery Centers

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NGA’s Unique Value Proposition

Tailored ServicesProviding tailored application maintenance services performed on-site or off-site to meet individual company needs

Focus on Quality and Efficiency

Combining local presence and nearshore & offshore services for a cost-effective and scalable delivery, supported by proven processes and regular audits

Keeping You CompliantLarge experience in HR & IT and a deep understanding of the latest functional needs and practices in HRIS maintenance to keep you legally up-to-date

Standardized Tools, Processes & Metrics

Use of qualitative tools, globally standardized processes and proven SLAs & KPIs, ensuring real-time monitoring, timely response and guaranteed service levels

Rich Experience and Credentials

Proven experience with multiple industries & technologies, large pool of skilled professionals, and strong partnerships with HR technology partners

Global Services – Local Expertise

Offering application maintenance services on a global level, combined with local language support and HR knowledge

“On average our customers witness a 30% cost reduction, thanks to NGA's rightshore Application Maintenance solutions.”

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Why Consider Application Maintenance

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Optimized Cost Efficiency Ratio

Optimize your total cost of ownership by reducing your time and energy spent on maintaining your HR application.

Improved Employee Productivity

Free up some valuable internal resources to work on other business critical environments and increase the availability of your application.

Saving on Valuable TimeThanks to our global coverage, we can manage HR-related legislation changes faster than anyone.

Guaranteed Legislative Compliance

All legislation requirements in any supporting country in the world will be met. Your company will have an up-to-date application available to run your HR processes.

Pool of Experts• We have a global pool of 2,000 skilled SAP® ERP HCM,

Workday, Peoplesoft, ResourceLink, Preceda, SuccessFactors and other platform consultants.

• Close collaboration with our HR technology partners facilitates the sharing of recent information and intensive training programs.

• SAP® certifies NGA’s worldwide HCM service delivery network.

HR & IT ExperienceOur technical expertise is complemented by HR functional, strategic and operational knowledge to ensure proper deployment from start to finish.

NGA Human Resources confidential. All rights reserved.

Application Maintenance Services Portfolio

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NGA maintains, enhances and protects the value of your HR applications.

Local regulatory updates & legal watch

Proactive maintenance

Technical & operationalkey user support

Support & management of automated processes

Tools & services

Corrective & adaptive maintenance

Performance monitoring

Contract &account management

Automation

SLA commitment

Compliance

Enhancement maintenance

Regulatory newsletter (select geographies)

Testing services

ManagedService

NGA Human Resources confidential. All rights reserved.

Application Maintenance Services

Contract• Contract management• Analysis and quotation of change

requests (including major legal and conventional enhancement)

Maintenance• Corrective maintenance of applications• Adaptive maintenance of applications• Advanced maintenance of applications• Enhancement maintenance of

applications• Preventive maintenance of applications

(yearly preventive plan followed by a report including our suggested enhancements)

User support• Technical and operational support to

key-users (information request)• Support and management of automated

processes

Legal watch• Legal national maintenance • Legal and technical watch

Performance improvement• Tools and services

(HRA, HRO consulting, audit, recruiting)• Performance monitoring

(issue tracking & triage)

Testing services• Testing on demand

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Supported HR TechnologiesN

GA

Pla

tfor

ms

Par

tne

r Te

chno

log

ies

OnPremise In the Cloud

UKIEAmid-market

ANZ mid-market

Multinational enterprises

Globalenterprise UKIEA

mid-market

NGA Human Resources confidential. All rights reserved.

Focus on Quality & Continuous Improvement

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NGA Quality Assurance

Compliance

• Certifications: • ISO27001• SOC1 (SSAE16) / SOC2• SOX

• BCP / DCP / DRP• Risk Management

Measurement & Analysis

• CPI & KPI• SLA

Audits & Continuous Improvement

• Quality Programs • Regular Audits

• Performance Improvement: • Ticket Audits• Rework• Lean / Six Sigma

• Voice of the Customer: • Complaint Procedure• Customer Meetings• Sales Feedback• C-SAT

NGA runs continuous improvement initiatives to support our customers in making HR work better.

In addition, regular internal & external audits are performed to ensure we execute sufficient business controls.

NGA Human Resources confidential. All rights reserved. 19

Global Service Delivery Network

Buenos Aires [S]

St. John’s [L]

Jacksonville [P]

Dalian [S]

Granada [S] Hyderabad [S]

Kochi [S]

Manila [S]

Birmingham [P]

NGA has 30+ service delivery points, including 7 Strategic Service Delivery Centers,enabling HR & Payroll services in 100+ countries,supporting more than 25 spoken languages and any currency.

Sydney [P]

Cincinnati [P]

Katowice [S]

Kuala Lumpur [L]

Budapest [L]

Aix [L]

local NGA office | [S] Strategic Delivery Center | [P] Premium Delivery Center | [L] Local Delivery Points

Sao Paulo [S]

50+ offices 7 strategic centers 4 premium centers 30+ delivery points

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North AmericaJacksonville, FL

Global Language Support

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English, French, Spanish

English, French, Spanish, Portuguese

English

English, French, Spanish, German, Italian, Dutch, Portuguese, Turkish, Finnish, Norwegian, Danish, Bulgarian, Hungarian, Romanian, Arabic, Swedish

English, French, Spanish, German, Italian, Polish, Czech, Slovak, Russian

English

English

English, Cantonese Mandarin, Japanese, Korean

English, Cantonese Mandarin, Cantonese Chinese, Japanese, Vietnamese, Thai, Filipino

South AmericaBuenos Aires, AR

EuropeBirmingham, UK

EuropeGranada, ES

EuropeKatowice, PL

AsiaHyderabad, IN

AsiaKochi, IN

AsiaDalian, CH

AsiaManila, PH

We speak your language

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ServiceResolution

Test Deployment to Production

Follow-up & Feedback

Loop

TicketRaised

Application Maintenance Expert Service Delivery Manager

AM Expert

SDM

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Application Maintenance Process Flow

Prime

Assist / Service Owner

AM Expert AM Expert AM Expert

SDM SDM SDM SDM

Account Manager

Account Management

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Thank You.

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