TSG Monthly
Town Hall Meeting
Sept 25, 2008
© Affiliated Computer Services, Inc. (ACS) 2007, 2008
Agenda
1. Organization re-alignment
2. Roadmap to success
3. Employee Survey Results
4. Q & A
July 16, 2008
Slide 2 © Affiliated Computer Services, Inc. (ACS) 2007
TSG Org-Realignment
One TSG and Scale-up
© Affiliated Computer Services, Inc. (ACS) 2007, 2008
TSG Vision
(1) World-class Business Solution Platforms
Provider on
żð
Financial Payment Processing Solutions
żð
CRM Solution (Siebel and Lagan)
(2) Driver and Enabler for sustainable,
profitable high rate business growth.
July 16, 2008
Slide 4 © Affiliated Computer Services, Inc. (ACS) 2007
TSG Mission
I. We will be the world-class provider of
on-demand business solution platforms
II. We will develop innovative solutions to
meet our clients business requirements
and deliver only the highest quality of
service to delight our customers.
III. We will create an environment for
talented, committed people to grow
professionally through their
achievements
July 16, 2008
Slide 5 © Affiliated Computer Services, Inc. (ACS) 2007
Why do we need to change?
żð
Challenges
żð
We need to accelerate our offshore
transformation
żð
We have been cutting corners on our
implementation impacting Operations, CE
and SWE Level 3 and our Customers
 Security
 Performance
 Fraud prevention
 Operation readiness (monitoring, DR etc)
żð
We have ignored maintenance releases for
some product lines
żð
Our platform refresh is behind
July 16, 2008
Slide 6 © Affiliated Computer Services, Inc. (ACS) 2007
Why we need to do it again?
We did realignment on 8/1/2008, why do we
need to do it again?
żð
Company initiative on Span of Control
żð
Acceleration of Offshore Transformation
żð
There are urgent challenges present on
growing the business and reducing the
cost at same time
żð
Company initiative on ITO consolidation
July 16, 2008
Slide 7 © Affiliated Computer Services, Inc. (ACS) 2007
How are we doing it?
żð
Tianjin Development Center will report to
software engineering
żð
Consolidate Architecture and Governance
under Ming Zhou
żð
Align Technical Account Management /SDM
role to production and service
żð
Lynn will focus on Offshore, COI (ABC, etc),
learning and communication
żð
Ricky will focus on CA EBT implementation
and EBT and WIC product management
żð
Technical implementation and product
management under Ric Carlson
żð
IT infrastructure resources consolidation to
ITO
July 16, 2008
Slide 8 © Affiliated Computer Services, Inc. (ACS) 2007
TSG Roadmap to Success
© Affiliated Computer Services, Inc. (ACS) 2007, 2008
TSG FY09 Road Map to Success
Architecture (Ming Zhou)
Q1 Q2 Q3 Q4
·
Document Solution Portfolio
· · ·
Initiate technology Publish Detailed Product EPPIC failover Phase II
inventory · Roadmap
Document Technology
·
EPPIC as a Product
Portfolio
· ·
Initiate solution EPPIC failover Phase I
·
Documents Project Portfolio
inventory enhancement testing &
·
Define Product Roadmaps
·
roll out EP/KS refresh Phase I
·
Review and document Product
·
Product Roadmap
Architecture
· ·
Requirements System manageability Improved
·
Kick-off Advanced Engineering
gathering and automation initiative implementation
·
Establish TSG SW Security
efficiency through
Scan Process
·
TSG estimation productization
·
EPPIC failover design
process update
·
aSync and EPPIC configuration
management enhancements
·
Governance Ä… project
performance, financial
performance and financial risk
management
July 16, 2008
Slide 10 © Affiliated Computer Services, Inc. (ACS) 2007
TSG Ä… Roadmap to Success
TSG Ä… Optimize SWE On/Offshore Implementation & Maintenance Workload
for Cost Advantage (John Mulholland)
Q1 Q2 Q3 Q4
· · · ·
Initiate monthly EPS/CYS/ Update workload driven Update workload driven Update workload driven
CRM projected workload staffing plans, maximizing staffing plans, maximizing staffing plans, maximizing
reference (Aviles) offshore cost advantage offshore cost advantage offshore cost advantage
üðDraft SWE Transformation üð · " Optimize on/offshore
Seed offshore e- Optimize on/offshore ECC,
Ref as vehicle to represent Childcare, establish EPS/Siebel int. testing, ECC, EPS/Siebel int.
evolving SWE roles & offshore facing BA KS/EPay, EPC, EBT testing, KS/EPay, EPC,
drive mindshare workload EBT workload
·
Seed offshore EPC/Siebel &
üð · ·
Establish Global Release EBT/Siebel int. testing Review BA coverage & Review BA coverage &
Manager to drive offshore Lessons Learned. Update Lessons Learned. Update
·
Ramp offshore CYS KidStar
program BA processes, job BA processes, job
Dev/QA, establish offshore
description & training plans description & training plans
üð
Seed offshore CYS facing BA
· ·
Dev/QA Conduct On/Offshore Conduct On/Offshore
·
Optimize offshore EPC
Optimization Quarterly Optimization Quarterly
üðSeed offshore EPC
Maint., EPay, EBT workload,
Management Review Management Review
Maintenance, establish est. offshore facing EBT BA
offshore facing BA
·
Review BA coverage &
üðOptimize offshore EBT, KS Lessons Learned. Update
and EPay workload BA processes, job
description & training plans
·
Conduct On/Offshore
·
Optimization Quarterly Conduct On/Offshore
Management Review Optimization Quarterly
Management Review
Note: SWE also tied into Advanced Engineering initiative and pushing Siebel competency
July 16, 2008
Slide 11 © Affiliated Computer Services, Inc. (ACS) 2007
TSG Ä… Roadmap to Success
SWE On/Offshore Organization Design
GSG CIO
EPS & CYS
LoB
Stakeholders TSG
SWE Director, SWE Gearbox, SCM, TSG SWE Austin Center
BA TSG CTO Offshore
UAT, Web, Adv. Engineering Link Pool
Logistics
TAG
Global Release Manager
Siebel BA/Dev
eCC Dev/QA
EBT Dev/QA EPC Dev/QA KS Dev/QA ePay Dev/QA
Product
Mngr
eCC oBA
EBT oBA EPC oBA KS oBA ePay oBA
Support &
CE s
EBT BA, Dev, EPC BA, QA eCC BA, Dev, KS BA, Dev, etPay BA, Dev,
QA QA QA QA
Á
Center Manager
TSG SWE Tianjin Center
Offshore Center #2
July 16, 2008
Slide 12
Slide 12 © Affiliated Computer Services, Inc. (ACS) 2007
Impl. Managers, PM's
Impl. Managers, PM's
Impl. Managers, PM's
Impl. Managers, PM's
Impl. Managers, PM's
Impl. Managers, PM's
TSG DBAs
DBAs
TSG Ä… Roadmap to Success
TSG Ä… Evolve the SDLC for Consistency, Productivity and Consistency Gains
(John Mulholland)
Q1 Q2 Q3 Q4
· " Review SDLC compliance Review SDLC compliance
" " Review SDLC compliance
Draft compliance
requirements upon the for selected projects, ID for selected projects, ID for selected projects, ID
SDLC (Jones w/ Aviles) improvement actions improvement actions improvement actions
(PMO) (PMO) (PMO)
üð
Draft on/offshore SWE
" " " Update on/offshore SWE
implementation variations Update on/offshore SWE Update on/offshore SWE
reference, investigate implementations ref. implementations ref. implementations
SDLC alignment (SWE) (SWE) (SWE) reference (SWE)
üðAnalyze SDLC Initiation
· · " Analyze SDLC Dev Phase,
Analyze SDLC Definition Update SDLC for BA and
Phase with emphasis on TIM roles (PMO, TPM Org) develop Phase, develop
BA role, develop recommendations (SWE) recommendations (TAG
·
Analyze SDLC Integration
recommendations (SWE) w/ SWE)
" Evolve SDLC productivity
and Testing Phase.
· " ID/resolve SDLC
ID/resolve SDLC Emphasize handoff to & tools improvement
productivity & tools Deployment, develop targets for on/offshore productivity & tools
improvement targets for recommendations (SWE w/ (SWE w/ TAG & Ops) improvement targets for
on/offshore (SWE w/ TAG CE's) on/offshore
" Update SDLC (PMO)
& Ops) (SWE w/ TAG & Ops)
·
Evolve SDLC productivity &
- link to CIO initiatives " Conduct Quarterly
" Update SDLC (PMO)
tools improvement targets for
- seed SWE ops metrics
Management Review
on/offshore
" Conduct Quarterly
(PMO w/ SWE)
·
Update SDLC (PMO) (SWE w/ TAG & Ops)
Management Review
· ·
Conduct Quarterly Update SDLC (PMO) (PMO w/ SWE)
Management Review
·
Conduct Quarterly
(PMO w/ SWE)
Management Review (PMO
w/ SWE)
July 16, 2008
Slide 13 © Affiliated Computer Services, Inc. (ACS) 2007
TSG  Roadmap to Success
Governance (Ricky Aviles)
Q1 Q2 Q3 Q4
" Provide additional
" Initiate ITIL
" Review and monitor
" Offshore
Portfolio data framework used by standards, process or support/reporting as
needed for offshore Dallas/Corp to drive templates put in place. required
support best practice
" Continue
" Continue to review
" Review impact of best practices
" Define common set of standardization of:
time reporting with project plan
" Change Mgmt
" Finalize and review al
offshore templates
standards put in
" Incident Mgmt
" Reporting on non- place
" Review Phase gate
capital projects process and adopt or " Incident
" Audit and Assessment
modify internal
Control/Escalatio
process
n
" LOB PM process " Problem Mgmt
" Define Change
Management
" Define Incident
Management
" Define Incident
Control/Escalation
" Define Problem Mgmt
Government & Constituent Services (GCS)
July 16, 2008
Slide 14 © Affiliated Computer Services, Inc. (ACS) 2007
TSG  Road Map to Success
Client Relationship/Ops Reporting (Ric Carlson)
Q1 Q2 Q3 Q4
" Review and map out
" Conduct internal
" Design Operation
" Design consistent PM
TPM Role Change discussion of Reporting Mechanism performance
performance for Operational reporting
" Create new role for
measures Performance
" Distribute first ops
Product Manager(s)
" Discuss with PM s performance reports
" Design Tracking
reporting methods and to PM s
needs/desires reporting for client
" Assist with finalizing
relationship
" Analyze consistent Offshore move
" Distribute first
tracking tools for
client reporting and tracking report by
measurement Project
" Work with SWE on BA
" Support continue
transition Offshore move and
workload shift
" Evaluate success of
BA role with Off shore
work
" Support Offshore
move
Government & Constituent Services (GCS)
July 16, 2008
Slide 15 © Affiliated Computer Services, Inc. (ACS) 2007
TSG  Roadmap to Success
Solutions Support (Pat Solitro)
Q1 Q2 Q3 Q4
" Solutions Support
" Define DR
" Initiate system test
" Finalize all system,
planning session improvement plan plan and reporting of file, and network
test results monitoring
" Hire System Test
" Define FY 09
initiatives
Engineer. Define and
" Continue DR
initiatives and goals
design System Test
" Finalize Data Center
readiness
Plan.
initiatives
" Continue DB
" Define reporting
" Finalize all Solutions
improvement plan
methods for providing
Support initiatives
qualitative and
" Continue data
quantitative reporting
" Finalize all offshore
warehouse initiative
of organizational
initiatives
" Continue Offshore
metrics
hiring and training
" Define DB
improvements and plan
(encryption, backup,
monitoring, etc.)
" Initiate pilot phase of
Data Warehouse
" Analysis and
implementation of
enterprise level
production file
movement and
July 16, 2008
Slide 16 © Affiliated Computer Services, Inc. (ACS) 2007
monitoring solution
TSG Ä… Roadmap to Success
Off Shoring, Learning and COI (Lynn Theodoro)
Q1 Q2 Q3 Q4
" Roll out
" Analyze roles and
" Staffing at alternative
" COI programs
international visitor responsibilities and offshore sites operational
program prepare
" Coordinate
" Alternative off
communication that
" Develop and knowledge transfer shoring functions in
aligns with SDLC
communicate between Austin and place
rollout
training program offshore sites
" Process/environmen
" Explore COI sources
budget
" Oversee Learning tal issues improved
and identify specific
" Roll out TSG on Management process and documented
initiatives
boarding program between
" Continue to assess onshore/offshore
" Oversee the
staff retention issues teams
implementation and
and work with
" Begin implementation
tracking of off
management to
shoring and COI of COI programs
resolve
targets
" Oversee Learning
" Determine alternative
Management Plans
offshore sites
onshore where retooling
is needed
Government & Constituent Services (GCS)
July 16, 2008
Slide 17 © Affiliated Computer Services, Inc. (ACS) 2007
Monthly Employee Opinion Survey
Lynn Theodoro
© Affiliated Computer Services, Inc. (ACS) 2007, 2008
Monthly Employee Opinion Survey
(Lynn Theodoro)
See Positive Progress in Communications
in the following areas:
Intra-Dept Comm
19%
Offshoring
Tools
13%
Communicating
2%
Technical
Accountability
Protocols
7%
8%
Development
11%
Streamline
Processes
Staffing
7%
11%
Goal Setting
Reward & Roles and
12%
Compensation Responsibility
2% 10%
July 16, 2008
Slide 19 © Affiliated Computer Services, Inc. (ACS) 2007
Monthly Employee Opinion Survey
(Lynn Theodoro)
Continuing Concerns in the following areas:
Offshoring Intra-Dept Comm,
Tools
3% 14%
3% Communicating
Accountability
Technical
5%
Protocols
Development
10%
12%
Staffing
Streamline
10%
Processes
14%
Roles and
Reward and
Goal Setting
Responsibility
Compensation
8%
14%
8%
July 16, 2008
Slide 20 © Affiliated Computer Services, Inc. (ACS) 2007
Monthly Employee Opinion Survey
(Lynn Theodoro)
Ideas for Improvements/Changes
in the following areas:
Intra-Dept
Offshoring
Tools
Communications
4%
3%
15%
Accountability
Communicating
6%
Technical
Development
Protocols
13%
11%
Staffing
6%
Streamline
Processes
Reward and
13%
Compensation
Goal Setting
Roles and
8%
8%
Responsibility
13%
July 16, 2008
Slide 21 © Affiliated Computer Services, Inc. (ACS) 2007
TSG July 2008 Town Hall : Q &A
Kevin Zou
July 16, 2008
Slide 22 © Affiliated Computer Services, Inc. (ACS) 2007
In TSG Survey - You asked
qð
Staffing
2. When will staffing be reinstated?
3. Staffing for Ops, when will the available jobs be filled?
qð
Financial
6. Financial situation and how that will impact TSG?
7. I would like more information during town hall meetings
explaining whether or not WE as the Austin office are
making money for ACS or not.
8. How is it we (TSG) can make so much money and still be
under spending restrictions. If the other departments suck
at making money, make them do without, but keep the
people who ARE making the money well stocked and
compensated.
9. How employees benefit from company financial gains and
how they don't from financial loses.
July 16, 2008
Slide 23 © Affiliated Computer Services, Inc. (ACS) 2007
In TSG Survey - You asked
qð
Offshore
2. Should we be concerned that greater focus on off shoring
will lead to eventual downsizing or closing of this office?
3. off shoring collaboration. the latest status and their role and
objective.
qð
Compensation
6. Are we getting merit raises, yes or no.
qð
Business
9. About the business development direction, such as which
business in our company progresses most rapidly
July 16, 2008
Slide 24 © Affiliated Computer Services, Inc. (ACS) 2007