steria : transforming public services to achieve more for less-

A Steria Capability Overview

Transforming public services toachieve more for less

Delivering efficiency and value for money throughout governments and the public sector

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Did you know...

Steria has a long track record across governments and the public sector stretching back 40+ years

We have a global community of more than 5,000 professionals dedicated to governments and the public sector

We have pioneered non-traditional commercial vehicles in government, including joint ventures, shared risk and reward business models and shared services

In 2005 we formed a groundbreaking shared business service (NHS Shared Business Services) joint venture with the UK Department of Health that is delivering sustained savings

We played a vital role in the revision of the French national tax refund system as a key partner in the Chorus SAP Finance programme

Our implementation of a completely new municipal financial management system in Hamburg, Germany, is providing more transparent, comprehensible and traceable information, leading to much better utilisation of state assets

Steria is delivering the Schengen Information System II and the VISA Information System to the European Commission, allowing member states to rapidly share information and keep our borders secure

02 | Transforming public services to achieve more for less è www.steria.com

“By working together in partnership with Steria, we are transforming our systems and processes. This enables us to face the future challenges of policing, whilst maintaining the service we deliver to the public.”

Jacqui Cheer, Temporary Chief Constable, Cleveland Police, UK

Governments and the public sector are undergoing transformational change. Increased pressure as a result of huge budgetary constraints demands radical changes to delivery models. Technology trends, demographics and economic conditions are all driving greater expectations from citizens and enterprises alike around access to data, state involvement in service provision and self-service.

The move to a digital economy brings further challenges. High priority must be given to security between government departments and between governments and citizens or enterprises for transferring and storing data. Within this landscape, unprecedented head-count reductions mean that fewer public servants are delivering more and more services, while new technology, such as mobility solutions, is a driving force for cost savings and efficiency that cannot be ignored.

Trusted partner

At the forefront of government and public sector reform for more than four decades, Steria can help you rise to these challenges. We are a recognised as a strategic supplier across key European geographies, taking a partnership approach to creating positive and sustainable change.

Every day our clients trust us to run their IT infrastructures and applications portfolios and support them with efficient testing and consulting services. But that’s not all. Our comprehensive government and public sector portfolio delivers cost savings, total quality of service and agreed outcomes in the core areas of Citizen and Enterprise Engagement, Business Process Transformation and Corporate Resource Optimisation.

At Steria we deliver value through IT to help our clients:

• Deal with budget deficits

• Improveservicequalityandcopewithincreased demands on services

• Gainanduseaccurateandaccessiblecitizen and enterprise data

• Respondtoarapidlychangingexternalenvironment

• AttaincosteffectiveITinfrastructure

• Leadbyexampleonsustainabilityinterms of emissions, energy and waste targets.

We have a proven reputation for delivery excellence and for building long-term trusted partnerships. Indeed, 95% of our clients renew their contracts with us. Isn’t it time you took a closer look at Steria?

Meeting the immediate need for deep and sustained cost savingsHow do today’s governments and public sector agencies respond to increasing demands for citizen-centric public services in the face of stringent budgetary cuts?

Transforming public services to achieve more for less | 03è www.steria.com

“Steria has consistently demonstrated a clear commitment to partnering in the approach to all of its working with us. This has enabled important changes to be implemented without compromising the critical service Steria delivers to IPS and ultimately the service IPS delivers to its customers.”

Dave Wilkinson, Head of National Operations, UK Identity and Passport Service

The overriding need to deliver more services at lower cost has focused attention on how to reduce dependence on resource intensive service channels, such as face-to-face and telephone citizen contact. At the same time, citizens and businesses are demanding instant access to services and data in the public domain, but this must be balanced with the need to verify identity online to prevent fraud.

How do government departments and public sector agencies meet these needs and better engage with citizens and enterprises? Can citizen and enterprise data held in disparate systems across diverse departments be shared to improve levels of service?

Steria is working with clients across Europe to make this happen. We’re helping to improve engagement with citizens and enterprises with end-to-end consultancy services and solutions that increase

the number of transactions able to be undertaken online as self-service.

We draw on our experience of designing and deploying transformational engagement platforms in the financial services and retail sectors. We also have a detailed understanding of the business, technical and security issues in contact centres and online solutions.

This combined experience allows us to deliver a number of benefits for our clients, including:

• Reduced cost through improved process efficiency

• Improvedcitizensatisfactionwith‘tellus once’ capability across multiple entry points

• Enhancedresilienceandflexibilitysupporting increased demand for services.

We achieve this in a number of ways. Firstly, our shared service models for web content management offer scalable (on demand) and resilient hosting service provision. Secondly, we have an established tool-set for enabling governments and the public sector to enhance citizen engagement and convert transactions to self-service. Finally, our data and system integration expertise allows us to support the move to a single citizen view, offering a complete picture of every individual interacting with government and the public sector.

Engaging and empowering citizens and businesses Governments and the public sector recognise the need to provide digitally inclusive citizen and enterprise engagement that both cuts the cost of delivering services and opens the door to greater levels of service excellence.

Did you know… we worked with the Danish Customs Administration on the development of a new generation of comprehensive web-based customs solutions – e-Clearance.dk – that combines secure and fast processing of just-in-time procedures for trade and industry as well as advanced risk analysis for customs control.


• UK: working with a number of government departments, we helpedtodeveloptheflagshipDirectgovwebsitethatattractsmillions of users every month. The provision of access to suitable (compliant, robust, scalable) web services capability supports the UK’s Transformational Government objectives.

• Spain: our Enterprise Master Person Index (EMPI) solution Civitas® serving more than 20 million citizens in Spain enables the identification of individuals and links patient data across diverse healthcare outlets to provide continuity of care across all public healthcare providers.

• Sweden: we designed, developed applications for, implemented and now maintain the Vastervik.com portal for engaging with tourists and visitors to the Municipality of Västervik. This integrates social media allowing visitors to upload their own videos and pictures and share their experiences of Västervik.

Efficient and customer centricHere’s how we’re helping some of our government and public sector clients engage more efficiently with their key stakeholders, including citizens, businesses and visitors.


A large volume of citizen and enterprise interaction with governments and the public sector demands heavily transactional‘middleoffice’processes.These range from the accurate and timely processing of passport applications to tax and revenue processing. These can be costly and resource-heavy to deliver.

In light of the demand for radical savings, governments and public sector agencies are seeking ways to sustain the quality and volume of such heavily transactional processes at much lower cost. But cost isn’t the only issue. Citizens have become used to high levels of service in their online interactions with retailers, banks and other commercial entities. They now expect the same level of service excellence from public service providers.

Employees too must be empowered to be more effective and engaged in service delivery to meet the demands for greater efficiency and cost savings. Technology and new service delivery models are crucial enablers in this. As a trusted third party partner, Steria uses technology to streamline service processes and transform the operations underpinning them.

Transforming operations with streamlined business processesWith budgets squeezed to their limits, how do you ensure your technology enhances business agility and reduces cost by helping to streamline business processes?


Did you know… our communications platform for the Ministry for Roads and Road Traffic in the state of Hessen, Germany is integral to the VEMAGS IT project. This is simplifying the application handling process for transporting abnormal loads and is viewed as one of Germany’s major e-government projects.

Our clients benefit from our strong track record of using technology to optimise processes. Our industrialised, streamlined processes allow us to do more for less. With a fully integrated offering, from consulting to business process outsourcing, including tax and revenue processing, we provide:

• End-to-end business process re-engineering

• Implementationofsharedserviceapproaches

• Customercontactandcontrolroomsolutions.

• Solutionsformobileworking,casemanagement and data and process integration

• Businessprocessoutsourcing(BPO)fortransactional processing.

By freeing up government and public sector employees to focus on more complex and higher value tasks, we create greater job satisfaction across the workforce. Senior people have the freedom to be more responsive to strategic needs. We also use technology to integrate processes and data, increasing the productivity of staff by speeding up processes.

With our support, you will realign core processes around your citizens. For example, our case management capability will equip your front-line operational staff to deliver ever more efficient services by automating routine transactions and using mobile working solutions.

• Northern Ireland: we helped Northern Ireland Civil Service both comply with its Freedom of Information obligations and transform its management reporting capabilities with the implementation of an intuitive, efficient and responsive system. This incorporated improved functionality, automated processes and heightened reporting capabilities.

• France: the French Ministry of Finance COPERNIC programme (everything related to taxes and e-tax declarations) depends on Steria’s data quality management solution.

• Norway: Steria provided Statens Pensjonskasse, the Norwegian state pension fund, with the new processes and core case management solution it needed to calculate and pay out pensions in line with new state regulations.

• UK: the Identity and Passport Service outsourced management of its front-end passport application process to Steria. We adhere to stringent service levels to meet turnaround times for different services and ensure >99% data validation accuracy.

• Denmark: ProAsk, the National Board of Industrial Injuries, is benefiting from the implementation of a case handling system, output management, identity and access management solution from Steria. This is allowing ProAsk to better handle claims of work related injuries and requests for evaluation of private compensation.

Supporting process and operations transformation across Europe


While the public’s attention is firmly focused on efficient, accurate service delivery, there remains an immediate need for deep cuts inspendingbehindthescenesinthe‘backoffice’. Government departments and public sector agencies urgently need to increase the efficiency and sustainability of corporate functions, such as IT, HR, payroll, finance, procurement and legal administration. At the same time there are limited funds for capital expenditure, even for new technology, and decisions on asset optimisation can only be made with good quality data from across the enterprise.

Steria is working with a broad spectrum of clients, helping them transform their back office operations to meet this need for efficiency and information transparency. We achieve this by:

• Implementing improved systems and introducing shared services

• Introducingnewandflexibledeliverymodels,suchasIT‘asaservice’toprovidesoftware on demand

• Enhancingtheviewoffinancialandpeople data to improve resource utilisation and decision making

• Workinginpartnershiptotakeonback-office operational processing activities and drive improvement and efficiencies via BPO.

Our clients depend on our expertise in business change consulting combined with deep technical knowledge to help them achieve their transformational objectives. We draw on our strengths in large scale process transformation projects, especially shared services, and a proven ability to work in long-term innovative commercial partnerships, including joint ventures.

This allows us to deliver:

• Reducedcostswithsavingsaccruingfromstreamlining back-office support functions

• Improvedeffectivenessofcorporatesupport functions (industry benchmarked)

• Betterqualitymanagementinformation

• Improvedregulatorycompliance.

Ranked UK No 1 in multi-purpose Finance & Accounting BPO by analyst firm NelsonHall, we have achieved this in our ground-breaking joint venture with the UK Department of Health, NHS Shared Business Services. This Business Process as a Service (BPaaS) organisation provides financial accounting, payroll, reporting, cash management, travel expenses, creditor services, debitor services, procurement and more across the UK health sector. It is on target to deliver savings of £250m over 11 years, with a promised cost reduction for each client of up to 30% depending on the services used.

Achieving better utilisation of resources and driving efficiency savings Are you equipped to increase the efficiency and sustainability of your corporate functions, such as IT, HR, payroll, finance, procurement and legal administration?

Did you know… we are supporting a major inter-ministry programme in France with the installation of a Human Resources Information System (HRIS) serving several government ministries: National Payroll Operator (ONP), French Ministry for the Budget, Public Accounts, Civil Service and State Reform.


Our portfolio of government and public sector solutions is enabling our clients to respond to the need for cost effective citizen-centric service delivery. These sector-specific solutions are complemented by our proven IT-enabled services, consultancy and technology solutions that give you the agility you need to make change happen as quickly as possible:

• Consulting: making the most of our sector expertise to successfully implement strategic and organisational change

• Application development and system integration: from solution definition, design and development, to deployment and ultimate benefits realisation. With our help, your IT can become a significant service enabler, unlocking business insight and operational efficiency

• Testing and quality assurance: bridging the gap between application development and systems rollout in areas such as innovative mobile device management solutions

• Application management: agile, focused IT services based on guaranteed outputs and outcomes designed to optimise and maintain solutions, such as those governing enterprise asset management and mobility

• Infrastructure management: meeting thedriveforcostreduction,flexibility,performance improvement and growth

• BPO: delivering a step change in business efficiency, agility and performance in functions such as HR and Finance & Accounting.

We take our best-in-class consulting, technology solutions and implementation expertise to ensure our government and public sector clients are able to operate efficiently in a new digital landscape. We are particularly strong in enhancing business information and enabling data integration and to improve the overall performance of government organisations. In France, we supported the French Ministry of Finance’s e-government programme creating a consolidated database for taxpayers from 100 regions. We smashed the estimated go-live migration timeframe of 100 days, reducing it to just one weekend.

We are committed to providing solutions that deliver sustainable change with transformed services and real savings. This gives our government and public sector clients the opportunity to meet their efficiency targets and gain value for money.

Rising to the challenges of 21st century governmentWorking with clients at every level of government and the public sector, Steria offers solutions that incorporate new business models, game-changing technologies and proven expertise in business process optimisation.


Did you know… Steria’s pioneering 10-year partnership with Cleveland Police in the UK is delivering innovative approaches to control room services, such as call handling, criminal justice case file preparation and business support functions through a shared service partnership that will deliver more than £50 million in cashable savings.


Steria government and public sector solutions and servicesWe have developed specific services, solutions and innovations for governments and the public sector, including:

Services:

• ApplicationManagement&Development

• BusinessProcessConsultingandImplementation

• BusinessProcessTransformation

• CitizenandEnterpriseEngagement

• CorporateResourceOptimisation

• ChangeManagement

• End-to-EndCaseManagement

• End-to-EndTestingManagement&Governance

• FinanceTransformation

• InfrastructureManagement

• Operational&ITOutsourcing

• PartnerManagement

• ProgrammeManagement

• RegulatoryChangeManagement

Solutions:

• BusinessIntelligence

• CustomerRelationshipManagement

• EnterpriseAssetManagement

• EnterpriseContentManagement(ECM)

• EnterpriseSolutions(SAP,Oracle)

• ProcurementTransformation

Innovation:

• BusinessVisioning

• ChannelStrategy&PortalSolutions

• Cloudbased,InfrastructureOnCommand

• DigitalVisioning

• LegacyEnablement

• Location-basedApplications

• MobileApplicationDevelopment

• TargetOperatingModelDesign&Roll-out

• TechnologyInsight&Direction

Find out more

Find out more about Steria’s extensive range of services and solutions for governments and the public sector and our diverse portfolio of IT-enabled business services by visiting http://www.steria.com/your-business/government/ or email [email protected]

About Steria: www.steria.com

Steria delivers IT enabled business services which help organisations in the public and private sectors operate more efficiently and profitably. By combining in-depth understanding of our clients’ businesses with expertise in IT and business process outsourcing, we take on our clients’ challenges and develop innovative solutions to address them. Through our highly collaborative consulting style, we work with our clients to transform their business, enabling them to focus on what they do best. Our 20,000 people, working across 16 countries, support the systems, services and processes that make today’s world turn, touching the lives of millions around the globe each day.

Founded in 1969, Steria has offices in Europe, India, North Africa and SE Asia and a 2010 revenue of €1.7 billion. 20%* of Steria’s capital is owned by its employees. Headquartered in Paris, Steria is listed on the Euronext Paris market.

*Including the Employees Shares Trust in the UK

Groupe Steria SCA 43 - 45 Quai du Président Roosevelt F-92130 Issy-les-Moulineaux CEDEX France © Steria BCG&PS001

For further information about our services visit www.steria.com