KPMG Managed Services

Subject matter expertise, operational excellence and tools and technology helping to deliver scalable and cost efficient managed services. Project Castle – Civil Service Learning Client challenge Key activities Schedule, book and manage all pre and post event logistics for (on average) 700 On 14 December 2015 a KPMG-led Designed, built and launched a new learning events per month. Manage Core consortium was awarded a landmark operation in 38 working days which Curriculum open and closed event as well contract with Civil Service Learning included premises set up, technology as contextualised, bespoke, professional (CSL) to help deliver innovative, sourcing and deployment, selection, qualifications and apprenticeships. bespoke and high quality learning to recruitment and training of the teams. equip around 450,000 civil servants – Recruited and trained customer across all departments and professions experience and event management Outcome – with the skills required to deliver workforce. This includes 18 Learning public services of the highest standard. Consistently delivering 95% of all calls Support who answer calls and queries to answered within 20 seconds and over The Service Centre provides a SLAs, and 31 Learning Co-ordinators who 90% of all queries resolved within 1 multifunctional contact centre manage events end to end. working day with a successful first underpinned by quality administration and Developed Operating Model with touch resolution approach. excellent customer service to support supporting telephony technology. Defined learners and suppliers. Improved quality of learning outcomes. process and procedures to ensure 85% of learners have given positive We run a multi channel contact centre events are managed effectively and dealt feedback, reporting that they expect providing learning advice and technical, consistently. learning to make a positive difference to payment and complaints support. This Implemented risk-based sampling their performance in the workplace. ensures an enhanced user experience supported by a KPMG technology solution including: scheduling, occupancy, Learner needs satisfied, with increased to ensure we have effective and efficient bookings, cancellations, logistics take up of CSL learning services. QC of our work. Resolve (on average) over management, learning evaluation and 6,000 learner queries via call and email per feedback, credit control and MI services Supporting materials provided to month with a peak of 7,500. to all customers. improve the impact of learning in the workplace. Project Corona – KYC refresh

Client challenge Key activities We are working remotely on the clients systems and have worked collaboratively In June 2015 our client was seeking a The initial priority was to mobilise the to bring new process efficiencies, within multi-year was seeking collaboration on operation.This included an intense the constraints of the system. a multi-year engagement to undertake training programme on the clients a significant volume of customer files systems and policy.We then deployed As the operations continued through scheduled for review under Anti-Money this accredited team to train a further year 2 and into year 3 we maintained Laundering requirements. Our client 70 experienced KYC Analysts and flexibility in our model to accommodate needed long term collaboration on Quality Control (QC) staff on the and support the clients natural changes in this engagement to enable them to specific client policies. policy, approach and demands from their complete the work within the required regulator We have conducted multiple Other key activities included devising end regulatory timeframes. operational ramp up’s on and offshore in to-end processes for the rolling reviews each review year to support significant Working closely with our client, Managed including on handoffs and exception increases and changes to the scope of the Services designed and mobilised an on- cases. Separately our team designed customer file review populations. and off-shore operation to complete the and implemented a customer reach out customer file review population on a yearly function. This played a crucial role as it rolling basis. The file review population acted as a gatekeeper for all interactions Key Outcomes size and complexity was determined at between the clients’ customers and the start of each year, with the contract KPMG, ensuring a central hub for Securing the renewal of contract running over a period of 3 years. communication, control and governance for year 3 and discussing year 4 is testimony to the quality of our Our successful completion of year 1 of operations to date. More specifically cases to the Quality standards and in the we: time frame ensured we secured the 3 year contract on a sole source basis Maintained a full scale on and offshore operation to meet the client demands As the operation matured throughout we saw the benefit of having built strong Successfully demonstrated our ability to relationships between the client and our exceed the client’s own internal Quality QA teams. As with all KYC operations, we standards delivered ahead of our case had a team of Forensic SMEs embedded completion targets. This helped secure throughout, both on and offshore to us being the single outsourced supplier conduct QA and support policy, guidance the rolling review cycles. and training activities. Completed in excess of 8,600 client files The strength of these QA relationships to the required quality and timeframes between the teams helped develop over the two year period. knowledge and understanding, and identify opportunities to improve the Achieved a consistent 96% QA pass operations. Another notable success was rate since initial rolling review year, as the implementation of our Case Clinic validated by our client’s internal QA Forum. This has help drive consistent team. decisions across global teams.

© 2017 KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. Managed Services

We use our subject matter expertise, operational excellence and best practice tools to help deliver a scalable, quality and cost efficient services.

Operational Quality 1 design 6 control 3 Mobilise Management 2 the project 7 information 2 Quality assurance 3 Technology 8 throughout es Client issu 4 4 Data security 5 1 5 Operations Quality testing

Our Managed Services operates in multiple locations, delivering high quality, round the clock 7 service to our clients. round the clock service to our clients. 6 UK India China 8 Leeds Gurgaon Foshan

1. Subject Matter Experts • KPMG Industry and Subject Matter Experts provide in depth knowledge throughout Subject Matter the life of the engagement. 01 Experts • Helps ensure client needs and quality standards are met.

3. Operational Excellence 2. Tools and Technology • Extensive expertise of 03 • KPMG is at the forefront of standing up and running Operational technology and MS tools. large operations across Excellence • Ability to tailor Cloud multiple industries and Tools and based solutions, remote business areas. 02 Technology access and data security • Customize and shape needs to fit client Well-established operational demands. processes, driving MI to support decision making.

The 5 hallmarks of delivery

1. Ops Management Expertise 2. Rapid mobilisation and Governance

3. Delivery quality

4. Flexible resourcing 5. MI and insight

Mike Eaton Sharon Campbell Craig Hamilton Partner Head of Managed Services Delivery Director KPMG in the UK KPMG in the UK KPMG in the UK M: +44 7802 637885 M: +44 7990 652125 M: +44 7825 226756 E: [email protected] E: [email protected] E: [email protected]

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The information contained herein is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavour to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation. © 2017 KPMG LLP, a UK limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. The KPMG name and logo are registered trademarks or trademarks of KPMG International. KPMG CREATE | CRT082884 | September 2017