NGA enhances customer experience & satisfaction by helping companies improve the performance of their HR/IT environment while optimizing their operational cost, ensuring country-specific legislative compliance and guaranteeing high-quality output at all times. Application Maintenance is the modification of a software application after delivery in order to correct faults, improve performance, and preserve or even enhance its value over time. The value can be enhanced by meeting additional requirements, becoming more efficient and user-friendly, or employing newer technology.

1. NGA Application Maintenance
Enabling reliable HR/IT operations
NGA Human Resources confidential. All rights reserved.

2. What is Application Maintenance?
Application Maintenance is the modification of a software application after delivery in order to
correct faults, improve performance, and preserve or even enhance its value over time. The value
can be enhanced by meeting additional requirements, becoming more efficient and user-friendly, or
employing newer technology.
As systems and applications continue to evolve over time, Application Maintenance
is crucial in reducing complexity and minimizing business risks.
Corrective
maintenance
Adaptive
maintenance
Reactive
modification to
correct
discovered
problems
Modification to
keep an
application
usable in a
changed or
changing
environment
NGA Human Resources confidential. All rights reserved.
Perfective
maintenance
Preventive
maintenance
Modification to
improve
performance or
maintainability
Modification to
detect and
correct latent
errors in the
application
before they
become effective
faults
Source: http://en.wikipedia.org/wiki/Software_maintenance
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3. Application Maintenance Pain Points
How can we
maintain our HCM
system in a
cost-efficient manner?
How can we
retain our IT experts?
How can our
HR systems be kept
legally compliant?
We lose valuable time
when a new upgrade
is released.
Is there an efficient
way to add new
functionalities
to our application?
How can bug fixes be
implemented quickly to
ensure workforce
productivity?
NGA Human Resources confidential. All rights reserved.
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4. Key Trends & Challenges
“Today’s businesses are highly dependent on updated, efficient and compliant IT
solutions in performing their day-to-day operations.”
Globalization
Growing companies require IT systems and applications
that are adapted to suit new business scenarios.
Unified &
integrated IT
landscape
Service delivery
improvement
Ensure proper IT support to deliver high-quality
business services by improving application accuracy &
efficiency, reducing errors, etc..
Optimized IT
platform
Changing
compliance
regulations
Keep your IT platform up to date with security
standards, legal requirements and corporate
governance compliance.
Engaging with
experts
Cost &
resource
management
Rely on a performing and compliant IT platform without
additional cost burdens or staffing issues.
Reliance on
external
support
Risk
management
Ensure stability, performance and functionality of the
application by having the right mechanisms to evaluate,
monitor, control and modify the system.
Building a
maintenance
framework
NGA Human Resources confidential. All rights reserved.
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5. Major Challenges When Maintaining HR Applications
Given the impact of technical errors on a company’s workforce,
keeping HR applications up-to-date is critical to a company’s business.
Business growth
requires the right
IT support
HR systems must be kept
legally compliant and
secure
• Businesses are increasingly dependent on IT solutions in performing
day-to-day operations.
• Growing companies need larger and more performing IT landscapes
to manage their workforce, leading to increased system and
application maintenance complexity.
• More interaction and collaboration is required among multiple IT
functions to manage the growing number of applications.
• Application maintenance planning needs to be aligned with business
& HR priorities and schedules.
• HR applications must be legally compliant at all times.
• Multiple tax schedules and legal & fiscal requirements require deep
expertise for each individual country.
• Legislation - often only available in the local language - needs to be
translated into technical specificities.
• HR data managed on applications must be efficiently stored, secured
and backed up, in line with local legislation.
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NGA Human Resources confidential. All rights reserved.
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6. Major Challenges When Maintaining HR Applications
Given the impact of technical errors on a company’s workforce,
keeping HR applications up-to-date is critical to a company’s business.
Ensuring workforce
productivity and HR
service delivery
• Lack of knowledge, processes and metrics to manage application
maintenance needs, cost and effort estimations, and results.
• Need for deep understanding of the HR processes and business.
• Tight HR & payroll schedules, making HR application maintenance
difficult to plan and roll out.
Access to resources
& knowledge
• Need to have resources with local business, HR & IT knowledge in
all geographies in scope.
• Lack of talented IT resources with deep understanding of solutions
and industry best practices.
• Constant training and development requirements to keep internal
resources up-to-date with the most recent evolutions.
Managing IT
maintenance costs
• Need to have a stable, performing and functional HR application
without additional cost burdens.
• Difficulty in efficiently managing strong fluctuations in workload ,
making it expensive, over time, to have a sufficient number of IT
resources in-house.
NGA Human Resources confidential. All rights reserved.
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7. Rapidly Evolving HR & IT Environments
As a result, organizations need to:
Frequent HR application updates are
required due to:
•
•
•
•
• Have the right HR expertise
• Be able to understand and translate local
legislation into technical requirements
• Have enough HR & IT resources
• Be able to keep up with all changes and
updates
Constantly evolving HR software technologies
Frequent legal & social changes
Functional enhancement requests
Management of ongoing HR processes and
operations
1
2
3
Company 1
6
Company 2
ERP HCM system hosted OnPremise
1
2
3
5
4
Cloud HCM solution
Q1
Q2
Q3
Technology upgrade/release
NGA Human Resources confidential. All rights reserved.
Y1
Q1
Q2
Q3
Y2
Legal change requiring HRIS updates
Q1
Payroll run
Q2
Q3
Y3
Functional change of HR application
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8. Customer Requirements
What do organizations require the most?
Can you help us
manage our global
HR platforms?
Can you help us
increase HR IT
accuracy & efficiency,
and reduce errors?
Can you help us
lower the cost of
HR IT support?
Keep
HR systems
up to date
Improve
HR delivery
quality
Drive down
cost
NGA Human Resources confidential. All rights reserved.
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9. Customer Requirements
What do HR & IT professionals require the most?
Can you help us ensure
technical compliance
with local regulations?
Can you help us
find talented and
experienced
resources?
Can you help us
manage application
maintenance more
efficiently?
Ensure HRIS
security and
compliance
Ensure
availability
of resources
Provide
processes
and metrics
NGA Human Resources confidential. All rights reserved.
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10. Why Consider HR Application Maintenance Support?
“Why should companies consider partnering with an external service
provider to maintain and develop their HR applications?”
Internal reasons
• Ability to focus on strategic IT initiatives
• Improved quality of IT services:
decreased number and duration of
business-critical application outages
• Enhanced operational efficiency and
productivity
• Improved business application stability,
continuity and security
• Reduced IT costs; reduced Total Cost of
Ownership over time
• Enhanced and extended life of a
company’s applications
NGA Human Resources confidential. All rights reserved.
External reasons
• Access to reliable and standardized
processes, policies and procedures
• Access to skilled resources with
domain expertise to perform the
necessary maintenance tasks when
needed
• Use of key metrics & SLAs that can be
continuously monitored and refined
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11. Application Maintenance by NGA
“NGA enhances customer
experience & satisfaction by
helping companies improve
the performance of their HR
environment while optimizing their
operational cost, ensuring
country-specific legislative
compliance and guaranteeing
high-quality output at all times.”
• Global application maintenance, support
and enhancement services combined
with local language support & expertise
• Use of standardized processes, tools
and metrics
• Tailored services provided on-site or
off-site to fit individual needs
• Available for OnPremise and cloud HR
solutions
• Focus on customer satisfaction
through our integrated SLA model and
regular satisfaction surveys
NGA Human Resources confidential. All rights reserved.
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12. NGA’s Application Support Services by the Numbers
30%
cost reduction witnessed by our
customers through our
application maintenance services
115,000+
tickets managed every year
languages
spoken in our
HR service
delivery centers
25
800+ 300+
Application Maintenance
experts worldwide
1,500,000+
employees served
NGA Human Resources confidential. All rights reserved.
Application Maintenance
customers across the globe
Offices in
35
9
HR platforms
on which NGA
can deliver HR
services
30+
7
100+
countries
Hosting
SAP HCM
platforms
Over 150 HR BPO customers
Service
delivery
points,
including
Strategic Service
Delivery Centers
40+
years of
experience in HR
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13. NGA’s Unique Value Proposition
“On average our customers witness a 30% cost reduction,
thanks to NGA's rightshore Application Maintenance solutions.”
Global Services –
Local Expertise
Offering application maintenance services on a global level,
combined with local language support and HR knowledge
Tailored Services
Providing tailored application maintenance services performed
on-site or off-site to meet individual company needs
Focus on Quality and
Efficiency
Combining local presence and nearshore & offshore services
for a cost-effective and scalable delivery, supported by proven
processes and regular audits
Keeping You Compliant
Large experience in HR & IT and a deep understanding of the
latest functional needs and practices in HRIS maintenance to
keep you legally up-to-date
Standardized Tools,
Processes & Metrics
Use of qualitative tools, globally standardized processes and
proven SLAs & KPIs, ensuring real-time monitoring, timely
response and guaranteed service levels
Rich Experience and
Credentials
Proven experience with multiple industries & technologies,
large pool of skilled professionals, and strong partnerships with
HR technology partners
NGA Human Resources confidential. All rights reserved.
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14. Why Consider Application Maintenance
Optimized Cost Efficiency
Ratio
Optimize your total cost of ownership by reducing your time and
energy spent on maintaining your HR application.
Improved Employee
Productivity
Free up some valuable internal resources to work on other
business critical environments and increase the availability of your
application.
Saving on Valuable Time
Thanks to our global coverage, we can manage HR-related
legislation changes faster than anyone.
Guaranteed Legislative
Compliance
All legislation requirements in any supporting country in the world
will be met. Your company will have an up-to-date application
available to run your HR processes.
HR & IT Experience
Our technical expertise is complemented by HR functional,
strategic and operational knowledge to ensure proper deployment
from start to finish.
Pool of Experts
• We have a global pool of 2,000 skilled SAP® ERP HCM,
Workday, Peoplesoft, ResourceLink, Preceda, SuccessFactors
and other platform consultants.
• Close collaboration with our HR technology partners facilitates
the sharing of recent information and intensive training
programs.
NGA Human Resources confidential. All rights reserved.
• SAP® certifies NGA’s worldwide HCM service delivery network.
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15. Application Maintenance Services Portfolio
Technical & operational
key user support
Contract &
account management
Performance
monitoring
Local regulatory
updates & legal watch
Automation
Proactive
maintenance
Managed
Service
Corrective & adaptive
maintenance
SLA
commitment
Regulatory newsletter
(select geographies)
Compliance
Support & management
of automated processes
Testing services
Tools &
services
Enhancement
maintenance
NGA maintains, enhances and protects the value of your HR applications.
NGA Human Resources confidential. All rights reserved.
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16. Application Maintenance Services
Contract
• Contract management
• Analysis and quotation of change
requests (including major legal and
conventional enhancement)
User support
• Technical and operational support to
key-users (information request)
• Support and management of automated
processes
Maintenance
• Corrective maintenance of applications
• Adaptive maintenance of applications
• Advanced maintenance of applications
• Enhancement maintenance of
applications
• Preventive maintenance of applications
(yearly preventive plan followed by a
report including our suggested
enhancements)
Legal watch
• Legal national maintenance
• Legal and technical watch
Performance improvement
• Tools and services
(HRA, HRO consulting, audit, recruiting)
• Performance monitoring
(issue tracking & triage)
Testing services
• Testing on demand
NGA Human Resources confidential. All rights reserved.
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17. Supported HR Technologies
In the Cloud
UKIEA
mid-market
Multinational
enterprises
ANZ
mid-market
Global
enterprise
UKIEA
mid-market
Partner
Technologies
NGA Platforms
OnPremise
NGA Human Resources confidential. All rights reserved.
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18. Focus on Quality & Continuous Improvement
NGA runs continuous
improvement
initiatives to support our
customers in making HR
work better.
In addition, regular
internal & external
audits are performed to
ensure we execute
sufficient business
controls.
NGA Quality Assurance
•
Certifications:
• ISO27001
• SOC1 (SSAE16) / SOC2
• SOX
Compliance
•
•
CPI & KPI
SLA
Quality Programs
Regular Audits
•
Audits & Continuous
Improvement
•
•
•
•
Measurement &
Analysis
BCP / DCP / DRP
Risk Management
Performance Improvement:
• Ticket Audits
• Rework
• Lean / Six Sigma
•
Voice of the Customer:
•
•
•
•
NGA Human Resources confidential. All rights reserved.
Complaint Procedure
Customer Meetings
Sales Feedback
C-SAT
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19. Global Service Delivery Network
St. John’s [L]
Birmingham [P]
Katowice [S]
Cincinnati [P]
NGA has 30+
service delivery
points, including
7 Strategic Service
Delivery Centers,
enabling HR &
Payroll services in
100+ countries,
supporting
more than 25
spoken languages
and any currency.
Budapest [L]
Dalian [S]
Aix [L]
Granada [S]
Hyderabad [S]
Manila [S]
Jacksonville [P]
Kuala Lumpur [L]
Kochi [S]
Sao Paulo [S]
Sydney [P]
Buenos Aires [S]
local NGA office | [S] Strategic Delivery Center | [P] Premium Delivery Center | [L] Local Delivery Points
50+ offices
NGA Human Resources confidential. All rights reserved.
7 strategic centers
4 premium centers
30+ delivery points
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20. Global Language Support
We speak your language
North America
Jacksonville, FL
South America
Buenos Aires, AR
Europe
Birmingham, UK
English, French, Spanish
English, French, Spanish, Portuguese
English
Granada, ES
English, French, Spanish, German, Italian, Dutch, Portuguese, Turkish, Finnish,
Norwegian, Danish, Bulgarian, Hungarian, Romanian, Arabic, Swedish
Europe
English, French, Spanish, German, Italian, Polish, Czech, Slovak, Russian
Europe
Katowice, PL
Asia
Hyderabad, IN
Asia
Kochi, IN
Asia
Dalian, CH
Asia
Manila, PH
NGA Human Resources confidential. All rights reserved.
English
English
English, Cantonese Mandarin, Japanese, Korean
English, Cantonese Mandarin, Cantonese Chinese, Japanese, Vietnamese, Thai,
Filipino
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21. Application Maintenance Process Flow
Ticket
Raised
Service
Resolution
Test
Deployment to
Production
AM Expert
AM Expert
AM Expert
AM Expert
SDM
SDM
SDM
SDM
Follow-up &
Feedback
Loop
Prime
Assist /
Service
Owner
SDM
Account
Management
Application Maintenance Expert
NGA Human Resources confidential. All rights reserved.
Service Delivery Manager
Account Manager
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22. Thank You.
NGA Human Resources confidential. All rights reserved.
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