I T S E R V I C E S B P O S O L U T I O N S

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Indian Railways Conference with Industry and
Academia
8th and 9th April, 2005
I T S E R V I C E S B P O
S O L U T I O N S
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MphasiS - Integrated IT BPO Services
MphasiS provides a combination of IT and BPO
services to assist its clients in optimizing
their business processes

• Addressing the need of large companies to reduce
  cost and increase control of SGA related
  business processes through automation and
  outsourcing
• Key capabilities
• Business process automation, innovation and
  outsourcing
• Proven IT and BPO Services combined to create
  business solutions
• Global sourcing strategy to optimize the cost of
  doing business
• Facts
• 9400 Professionals around the Globe
• Offshore Facilities in India, China Mexico
• 23 Project and Customer Relationship offices in 9
  countries
• Annualized Revenue 190M,CAGR 35, Debt free

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MphasiS service portfolio
Emerging Verticals Transportation, Telecom,
Healthcare
Technology HW/SW Companies
Financial Services Retail, Investment Banking,
Insurance
IT Services
Application Development/ Integration, Application
Management, Quality Assurance
Consulting
Domain Expertise, Business Process Improvement,
Architecture
Platform-based Solutions
Workflow Mgt, Business Process Management
Airway bill manifestation
Business Process Outsourcing
Claims handling, Equity Research, CPA Taxes
Technical support
Domain Specific
Sales Support, Customer Service,
Finance and Accounting, Tech help desk
Cross-Domain
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MphasiS Application Portfolio Services (MAPS)
Optimizing the maintenance, support and
transformation of Legacy Applications

• Over 70 of average IT application budgets are
  for maintenance and support of legacy
  applications
• MAPS Establishing knowledge base improve
  process and resource loading
• Portfolio Analysis of related applications
• Legacy Roadmaps in context of reference
  architecture
• Knowledge Base of existing apps
• Process improvements and Resource optimization
• Cost reduction, quality and response time
  improvement

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MframE Multi-channel Enabling of Processes
Increased process effectiveness through
multi-channel access and integration of business
services

• Service Oriented Architecture to seamlessly
  integrate channels and business processes
• Reduces complexity, improves integration
  capabilities
• Lowers development and support cost
• Increases predictability, reduces risk

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MphasiS Technologies
Integrating devices into the enterprise
processes Building the mobile world

• Safety system
• Fleet Management
• In-vehicle multimedia

• Internetworking
• Voice networks
• O M

Automotive
Telecom Networking

• OS Drivers utilities
• Middleware
• Intelligent
• Infrastructure Management

• OS
• Applications
• UI Product Integration

Mobile Technology
Computing Platforms

• HMI
• PLC
• Field bus

• Compliance
• Medical Diagnostic equipment
• Surgery assistance tools

Healthcare
Industrial Automation

• Drug Discovery Tools
• Lab Automation
• Specialized Instrument Tools

• MFPs
• Home networking
• Digital Camera

Life Sciences
Consumer Electronics
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MphasiS TechnologiesTechnology Rental Lab

• Technology Rental Lab
• Being a single point of aggregator service that
  provides accountability across multiple inputs
  and players
• Technology Domain Knowledge
• Flexible processes that can integrate with their
  own
• Resource scalability
• SLAs that translate to their delivery
  commitments
• IP protection frameworks renouncement of all IP
  generation
• Isolation among customer units
• Industry affiliations, memberships
• Frameworks, Re-usable components
• A governance model that gives complete visibility
  and control across all delivery streams to the
  client
• Integration of client teams and outsourced teams

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MphasiS BPO Services
Applying process knowledge, domain expertise and
technology know how to execute Business process
at dramatically lower cost and better performance

• BPO Operations
• 6,100 Professionals
• Offshore BPO Centres in Bangalore, Pune,
  Mangalore, India and Tijuana, Mexico
• 70 million calls/ transactions per year
• Business Process Expertise
• Sales service
• Claims handling
• Tax Accounting
• Content Management
• Tech help desk
• Quality
• Six Sigma master black belt team
• Process analysis and improvement team
• Infrastructure
• Strong Security Complete CoB
• Enterprise Quality Management, Workforce
  Management, Business Activity Monitoring and
  Business Intelligence

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MphasiS Sunrise Offerings

• Virtual Tax Room
• Cost effective accurate tax return filings for
  CPA firms
• Transaction processing (document scanning,
  analysis and preparation of tax returns
• Spanish Language Service
• Attractive near-shore and Spanish option for
  North American companies
• Providing inbound customer services. Total
  capacity 300 seats
• Business Transformation Service
• Consulting services for process analysis and
  improvement
• Driven by senior team of Six Sigma professionals
  significant global experience

• Brokerage Service
• Hi-value brokerage services to clients of
  investment banks
• Series 7, 63 and 24 certifications and sales
  assistants with series 11 certifications
• Outsourcing Program Management Service
• Consulting and execution services for setting up
  captive centers in India.
• Driven by senior professionals with experience in
  setting up large captive centers for global
  MNCs.
• Research Service
• Remote outsourcing services in financial and
  market research which offers quality research
  analytical services at a much lower cost to
  global clients.

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Work done by MphasiS- Transportation Industry

• Leading International Airline Projects delivered
• Transactional Portal
• Institutionalizing Content Management
• Departure Control System Front-End
• Reservation Ticketing Front-End
• Interactive Seat Selection on the Web
• Re-engineering L-Mos Systems
• Baggage Reconciliation System
• International and Indian airlines

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Airline Industry Experience

• We have a worked with leading airlines on the
  development of a technical architecture, the
  introduction of new object-oriented and web-based
  technologies and the development of major
  implementation projects
• We focus our expertise on channel integration and
  customer relationship management

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Future of Railways a global perspective

• Some future client expectations
• Integrated services worldwide
• Through ticketing
• Through logistics for freight
• Exist in a multi modal world
• What does it mean to live in a multi modal world?
• Integration will be through IT systems
• Connectivity to each others information systems
  is critical
• Internet becomes most favored channel
• Partnering
• E-commerce (e-ticketing, integrating business
  processes with partners)
• Networks and VPN Hermes Network ( Europe)
• Transform railways as close to commercial
  businesses operating in a real market

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Global change drivers for Railways

• Change drivers
• Competition
• Privatization and amalgamations
• Co-operation
• Decline in market share
• State Institutions to business oriented companies
  
• Starting point
• Political will
• Introduction of market forces
• Improvement of public services
• Integrated services
• Separation of infrastructure management and
  transport operations
• Better integration of national transportation
  systems
• IR is better positioned than many Indian services

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Some areas to be addressed

• Improve safety
• GIS location systems for trains with interlock
  based signaling
• GIS location based systems to permit track
  interconnections for track change
• Inform drivers about track status ahead based on
  inputs from tracking systems
• Internet based communications from trains with
  stations close by for handling on board
  emergencies
• Rapid deployment force contactable from trains in
  backward/dangerous areas
• Technology for monitoring tracks for
  discontinuity/ blocks operated by stations.
  Communication with oncoming trains.
• Improve freight capacity
• Optimize scheduling algorithms
• Provide niche freight carrying capabilities with
  specialized service
• Target niche markets
• Collaborate with agencies like CONCOR, etc for
  other markets, Innovations like RO RO etc
• RFID for Parcel tracking
• Catering to the masses
• Be the cheapest transport mode compete with
  road transport and Air Deccan
• Increase number of services, capacity of trains
• Increase scheduling efficiency and train
  operations management
• Investment to increase number of tracks involve
  private sector

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Summary

• Better quality services
• Unified traffic management systems
• Superior safety systems
• Integrated reliable ticketing systems
• E-commerce for freight transport
• React quickly to market requests
• IT and telecom are indispensable tools
• Strategic and Operational targets which are
• Customer centric
• Revenue/margin maximization
• Productivity maximization
• Single agency to coordinate across IR Divisions
  for IT systems
• Provide access to data from all IR Divisions for
  strategic decision making
• Develop in-house competencies for core IT needs
• Outsource non core IT needs
• Customer care centers
• Supply chain integration

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MphasiS areas of interest

• Areas of interest
• Platform based Process Solutions
• Transactional Portal
• Technology Solutions (SCADA based systems,
  Industrial Electronics)
• Institutionalizing Content Management
• Reservation Ticketing
• LRDSS design/development
• Collision avoidance systems
• Building Contact Centers and operating
• Advisory services for setting up Call Centers on
  BOT, BOO and other models
• Strong expertise across
• Platform based Solutions
• Business Integration services
• Technology Solutions
• Customer care centers
• Technology Rental Laboratory
• Supply chain integration

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• Thank you
• Questions please