Operational Considerations of the SaaS Service Delivery Model
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Service Delivery Model: BPO on SaaSResponsibilities in a BPO on SaaS model are spread across the Customer, BPO Provider, and SaaS Provider
Business Process Outsourcing (BPO) on3rd Party Software as a Service (SaaS)
Employee Portal
Integration
Transactions
Application
Database
Operating System
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Internal HCM on Software as a Service (SaaS)
Application
Integration
Database
Operating System
Infrastructure
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Application
Integration
Database
Operating System
Infrastructure
Configuration
BPO
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Business Process as a Service (BPaaS)
Transactions
Employee Contact
Transactions
Employee Contact
Employee PortalEmployee Portal
ConfigurationConfiguration
Infrastructure
Employee Contact
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Typical Tiered HR Delivery Model
SaaS
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Tier 2Tier 1Tier 0SaaS
Employee / ManagerSelf-Service-
Customer ServiceRepresentative (CSR)
Subject Matter Expert(HR Role)
Call Manager Application
Case Management App
Service Center Reporting
(Contacts, Self-Service)
HR Reporting (Ad hoc and Standard
Case Analysis)
HR Policies KnowledgeBase
KnowledgeBase Policies
InformationDirectory
SaaS
HCM
Forms &Requests
HR Data Sources
Tier 3
Customer / BPO ProviderCenters of Excellence
Policy & Governance
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Roles & Responsibilities: BPO on SaaS
SaaS Provider:• Functionality Requests • Functional “Updates”
Client HR COE Function (including “Power Users”):• Organizational Structure Maintenance• Security Provisioning• Business Process Issues Monitoring and Resolution• Vendor Coordination• Delegation• HR Metric and Key Performance Indicator Review• Release Management• “Update” Functionality Review, Approval, and
Implementation• Change Management
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Roles & Responsibilities: BPO on SaaS
BPO Service Provider:• Initial Design and Implementation• Contact Center• Service Operations / Back Office
• Master Data Changes, New Job Codes, Minor Configuration Changes
• Policy Publishing and Document Maintenance• File Transmission / Integration Execution and
Monitoring• Reporting and Analytics Requests
• Simple Design / Build• Service Level Agreement Reporting
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Roles & Responsibilities: BPO on SaaS
Cross HR / IT Function (Client and / or BPO)• “Update” and Regression Testing• New Interface Development and Payroll Integration• New Complex Reporting / Dashboard Development• New Complex Configuration• Assistance with M&A Activities
Panel Discussion
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Today’s Panel
Brenda SuralKraft Foods
Moderator
Jill Goldstein
Accenture
Jamie McGovern
IBM
Susan Laskey-Myers
Thomson Reuters
Questions?
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Other Webinars in this Series
• Feb 13: Overview and Strategy– Audio Recording & Slides available
• March 12: How to prepare for implementation– Register today!
www.hroa.org/SaaSvsBPO
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About HROA
• Founded in 2003 - Global association • Open to anyone in the HR Outsourcing and
Transformation industry anywhere in the world: practitioner, buyer, provider, technology firm, advisor, consultant, or academic.
• to be the single recognized community for improving the quality, effectiveness, and efficiency of outsourcing as part of an overall HR service delivery strategy.
• www.hroa.org