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Mphasis Payment Managed Services Energy & Utilities MPHASIS PAYMENT MANAGED SERVICES In 2012, the Ministry of Finance and a consortium of all the public sector banks of India contracted with multiple Managed Service Providers (MSPs) to install and manage a total of 63,000 off-site and on-site ATMs across urban and rural India. It is by far one of the largest initiatives adopted by the Indian Government to widen the reach of this facility beyond the Tier I and II cities. ATM deployment has been one of the biggest projects for Mphasis. The team will deploy and manage about 14,000 new ATMs in 2 years, which amounts to 25 ATMs per day. As of May 2014, Mphasis has deployed 8500 ATMs across the six states of Gujarat, Dadra & Nagar Haveli, Daman & Diu, Karnataka, Goa, Rajasthan, Orissa and Chhattisgarh making it the largest and fastest deployer of ATMs in India. We plan to grow this to 25,000 ATMs by 2015-16. Our Services ATM’s across location tiers. Provide - Second-Line Maintenance (SLM) Mphasis Payment Managed Services both scheduled and emergency cash via Partner and Vendor Ecosystem replenishment offers end-to-end ATM Deployment and - Cash Monitoring‚ Forecasting Management Services to 26 public • Large team of trained field and Replenishment services sector banks in India, helping them services executives for - Reconciliation and Customer increase their reach while reducing uninterrupted service operation costs and increasing up-time. Dispute Management • Skilled operations team supporting - Electronic Journal‚ Image from multiple locations Key Highlights Retrieval and Screen Distribution • Managed Services Centre provides • Total Site Implementation Services • An array of in-house built and comprehensive high–touch We have a dedicated team of customised partner tools to customer service covering the professionals to manage the streamline processes and increase following: deployment and commissioning overall efficiency activities including site selection and - ATM Monitoring preparation, ATM procurement and Technology Innovation installation, data networking and - A round-the-clock help desk (in- The traditional model of implementing house-keeping services bound and outbound calls) ensuring high ATM availability with such a project of unparallel scale • State-of-the-art, large Primary committed Service Level involved large workforce located ATM Managed Services Centre Agreements (SLAs) regionally and with decentralised spread across 25,000 sq. ft. at operations. The model lacked visibility, - Incident reporting and tracking of Pune with Disaster Recovery Data transparency and control over the field issues for resolution. Automated Centre in Bangalore. The Primary processes. trouble-ticket application with Data Centre can support up to escalation levels and real-time At Mphasis, our key objective was to 50,000 ATMs access of ATM information from challenge the industry practice and run a • Multi-vendor arrangements for Web portal highly technology-driven and automated procuring and deploying ATMs - operation with a lean workforce by - First-Line Maintenance (FLM) to NCR, Diebold, Vortex etc bringing in our expertise in technology, increase up-time by efficiently setting new standards for delivery • Flexible and customised cash managing paper supplies, currency excellence. management models fo servicing jams, cash receipts, and more For the first time the Indian ATM implementation vendors - Each ATM has to be visited twice a industry witnessed the following month by the Field Services team, - Real time information on all technology innovations: more than 2000 visits a month aspects of site – survey details, • Use of Cloud-based Total commercials, delivery and are tracked in a central system Implementation Services Workflow installation of individual assets, along with photographs, report of incidents and their resolution System which integrates and tracks minute details of site fit-out, bank the entire lifecycle of a site from documentation and a complete - Customisable graphical sourcing to final installation on a real history of each site is available on- dashboards and reports based on real-time basis demand access rights and user - Integrates the entire operations - One single central repository of roles/organisation ecosystem of all regional and information for all site details, - Negligible setup and customisation central teams along with vendors landlord details, photographs, costs with Pay-as-you-go scalable - a total of 338 users, 44 real estate agreements and legal data storage agents and 16 hardware and site documentation • In-house Built Geographic Information System which enables deployment of ATMs in convenient, non-competitive and strategic locations to maximise transactions. It helps verify and validate the inputs from the field teams and also plan deployments and optimised assignment of CIT agencies for day-to-day cash operations The usage of tools has enabled a seemingly impossible way to have speed, governance, accuracy and visibility centrally. While standard tools fall short in the category of “known problem-known solution”, these tools stands out to provide a flexible and proven framework to similar projects in this industry The Mphasis Advantage • Single point accountability with • Application hosted out of servers • Agile Deployment and Support – All committed service levels for banks with high-availability that exceeds workflows in the system are modular and can be customised and replicated • Cost-effective services, customised 99.9% by simply changing settings in the as per banks requirements • Control of systems and processes administrator’s dashboard. Existing by Mphasis, lowers TCO for Banks • Outcome-based/transaction billing workflows can be customised as per delivering high business value • Guaranteed Optimum Cash banks requirements or for new • Analytics driven deployment of Efficiency Ratio without cash outs projects within days ATMs at strategic locations • Leverage unique and innovative • Strong India-wide presence that maximise transaction volumes at workflow and monitoring tools from a clients can count on while planning each ATM location leading global IT services for ATM network expansion company with strong financial • Non-competitive sourcing of sites • Won the Financial Inclusion – backing and independent legal due diligence ICT Innovation award for the / report per site ensures effective and • Onsite Technical Support for all Ministry of Finance ATM project in error free ATM deployment critical solution components November 2013 ABOUT MPHASIS Mphasis is a $1 billion global service provider, delivering technology based solutions to clients across the world. Mphasis services clients in Banking & Capital Markets, Insurance, Manufacturing, Communications, Media & Entertainment, Healthcare & Life Sciences, Travel & Transportation, Hospitality, Retail & Consumer Packaged Goods, Energy & Utilities, and Governments around the world. Our competency lies in our ability to offer integrated service offerings in Applications, Infrastructure Services, and Business Process Outsourcing. To know more about Mphasis, visit www.mphasis.com. For more information, contact: [email protected] MUMBAI BANGALORE Infinity IT Park, Unit No. 101 Bagmane World Technology Center Building No.4 Marathahalli Outer Ring Road 239, General A K Vaidya Marg Doddanakundi Village Dindoshi, Malad (East) Mahadevapura Mumbai - 400 097, India Bangalore 560 048, India Tel.: +91 22 6788 4000 Tel.: +91 80 3352 5000 Fax.: +91 22 6788 4888 Fax: +91 80 6695 9943 05/14 A4 GB www.mphasis.com Copyright © Mphasis Corporation. All rights reserved..
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