KPMG Managed Services

Subject matter expertise, operational excellence and tools and technology helping to deliver scalable and cost efficient managed services.

© 2018 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. Learning Managed Service Client challenge Key activities This included redesigning CSL’s Core Curriculum as well as offering In 2015 a KPMG-led consortium was Designed, built and launched a new contextualised, bespoke, professional awarded a landmark contract with operation in 38 working days which qualifications and apprenticeships. Civil Service Learning (CSL) to help included premises set up, technology deliver innovative, bespoke and high sourcing and deployment, selection, quality learning to around 450,000 civil recruitment and training of the teams. Key Outcomes servants. Recruited and trained 49 customer • Consistently delivered the SLA to The service spanned across all experience and event management staff answer 95% of all calls within 20 departments and professions and to handle queries and manage learning seconds. aimed to equip all civil servants with events end to end. Answering between the skills required to deliver public 6,000 – 7,500 queries and managing an • Ensured over 90% of all queries are services of the highest standard. average of 700 learning events per month. successfully resolved within 1 working day through our first touch resolution The Service Centre provides a Developed an Operating Model with approach. multifunctional, multi-channel contact supporting telephony technology. Defined centre that provides learning advice, processes and procedures to ensure • Increased the uptake of CSL learning technical support, payment support and events are managed effectively and services. complaints handling, to support both consistently. learners and suppliers. • Improved the quality of learning Implemented a risk-based sampling outcomes by providing guidance on The aim is to enhance user experience Quality Control framework, which is appropriate training for learners. throughout the entire learning journey supported by a KPMG technology solution which includes: scheduling, bookings, to ensure we have effective and efficient • Received positive feedback from cancellations, logistics (pre and post QC of our work. 85% of learners, reporting that they event), learning evaluation & feedback, expect the training to make a positive credit control and MI services. difference to their performance in the workplace. Know Your Customer Review

Client challenge Key activities Key Outcomes In 2015 our banking client was Mobilisation began with an intense seeking collaboration on a multi-year training programme on the client’s • Appointed as the sole service engagement to undertake a significant systems and policy.The initial provider for the duration of the volume of customer files scheduled for accredited team then began to train a contract and secured the renewal of review under Anti-Money Laundering further 70 experienced KYC Analysts the contract. requirements. Long term collaboration and Quality Control (QC) staff on the • Maintained a full-scale operation was needed to ensure the work specific client policies. utilising on and offshore capability was completed within regulatory As with each of our KYC projects, a team to meet the client’s changing timeframes. of Forensic SMEs was embedded as requirements. Working closely with the client, Managed part of the operational team both on and • Successfully completed in excess of Services designed and mobilised an offshore to conduct QA and support policy, 8,600 file reviews, ahead of schedule, on and offshore operation to complete guidance and training activities. over a two year period. the customer file reviews on a yearly The KPMG approach to client management rolling basis. The size and complexity of • Consistently achieved a client ensured a strong relationship between the file review population is determined at validated QA pass rate of 96% from client and our QA team was established the start of each year, with the contract Year One. which helped deliver a consistently high running over a three year period. quality standard. This relationship allowed the operation to deepen its knowledge and understanding of the client’s policies and identify opportunities to continually improve quality. For example, we implemented a Case Clinic Forum to discuss complex or exceptional cases and provided feedback. This forum helped drive consistent decision making across the global teams. Our operating model provides the client with the flexibility to accommodate and support changes in policy and approach, which in turn allows the client to respond © 2018 KPMG LLP, a UK limited liability part effectively to its regulators’ demands. We nership and a member firm of the KPMG have supported significant increases and network of independent member firms changes to the scope of the customer file affiliated with KPMG International Coopera review populations, ramping up operations tive (“KPMG International”), a Swiss entity. both on and offshore as required. All rights reserved. Managed Services Case Studie

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. UK India China 6 Glasgow Gurgaon 8 Foshan Leeds Bangalore

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]

For any further information or enquiries please contact: [email protected] www.kpmg.com/uk/managedservices

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. © 2018 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 | January 2018