Case Studies

Equiniti insourcing a case study

Requirement :   Advent International, a UK Based PE firm who owned Equiniti, a UK based Share registrar services company entrusted CIO PLUS Ltd for a review of Equiniti’s IT service costs and operational efficiency. A detailed study by CIO PLUS identified certain action points to reduce operational costs and service delivery quality. Key findings were as below

  • By insourcing the current IT services then delivered from Equiniti’s outsourcing partner from offshore location in India, to Equinit’s captive centre in India, the IT Operational costs can be significantly reduced
  • By expanding the workforce in India at a comparatively less cost than the arrangement with outsourcing partner, service performance can be improved and additional enhancements to the services and products can be achieved quicker and cost effective
  • Data centre and IT Infrastructure consolidation
  • Insourcing of existing ITES (BPO) services from outsourcing partner to the new captive to be setup in India and Offshoring of additional work from UK to India Captive

Challenges

  • As Equiniti used the outsourcing partner to develop the IT products and BPO processes, there were only a limited subject matter experts in Equiniti to manage the Change
  • Equiniti had never taken up such a massive change and many stakeholders had reservations on the results and impact to Equiniti’s clients
  • With its minimal presence in India and lack of branding Equiniti was not sure that it could attract the workforce in India
  • Stakeholders had reservation on managing the remote work force and services due to no or lack of prior experience
  • With almost no or little documentation of the product and services, it was difficult to train and ready the new workforce and sustainably manage the perceived  high attrition factor in Indian organizations
  • Lack of experience by Equiniti in managing and demonstrating the service quality

CIO PLUS Approach

With the vast experience in setting up Captives and out and insourcing services, CIO PLUS  had a better understanding of these challenges and accordingly planned and executed the project and achieved the key benefits of cost reduction and maintaining and further improving service delivery quality

 

  • As Equiniti had their existing captive for providing minimal IT services from India, CIO PLUS proposed to expand the existing captive and setup a better state of the art expandable captive facility in an IT SEZ from a reputed SEZ service provider. This ensured that EQUINITI could expand the services as needed and address the need for branding to attract the required talent and being a tier 1 Infrastructure service provider, compliance related requirement and stable service could be offered to its clients. Also the office setup project was planned as an independent project but aligned with Overall program
  • The insourcing part of the service from the outsourcing provider was managed as a separate project which managed in parallel with the Office setup project and aligned with the overall program. This overall program and project was managed under a proven methodology which CIO PLUS had successfully developed and improved over a period of time  thus ensuring the concerns related to managing offshore services and addressing end client impact
  • CIO PLUS coordinated with Equiniti to have focused activities to ensure timely availability of the project dependencies that were identified on projects critical path. CIO PLUS helped Equiniti with detailed project plans and  managed projects with their experienced project and Program directors
  • CIOPLUS managed all the projects and overall program in accordance with proven project management and fine-tuned project methodology to better control the project and program execution and effective project governance
  • Many known challenges were early addressed and focused action plan to mitigate risks as part of the program plan which included but not limited to activities like documentation, setting up of key service metrics and related Target Operating Model etc.…
  • To ensure a smooth governance of the program and the overall BAU Services, CIO PLUS advised to have key organizational changes  that would manage the expectations of Equiniti’s internal and external clients and implemented required  governance structure to manage the geographical gap and virtual working
  • All the key stakeholders were involved as required at the appropriate phase of the project to encourage their active participation for the success of the project.

The output

CIO PLUS and Equiniti together successfully completed the key activities and set up the services as per the plan and achieved all the key objectives. Key management feedback from Equiniti was that without CIO PLUS this would not have been possible.

Other case studies in a nutshell …

Major European Construction Co: Offshored IT infrastructure delivery and achieved major cost savings.

Major Shared Services Provider: Improved delivery quality and substantially reduced costs through the establishment of a 1,500-seat offshore delivery centre.

Global Pharmaceutical Co: Reviewed their offshore plans identifying and recommending several improvements which were all adopted, facilitating project delivery and achieving multi-million additional cost savings.

Global Education Expert: Set-up and stabilised a business-critical global shared services centre in Singapore.

Leading Education Technology Supplier: Optimised the offshore blend of technology and services.

Multinational Food Services Co: Benchmarked IT costs.

International; Fashion Co: Showed how to manage IT outsourcing providers at all levels.

Get in touch