COVID-19 Impact on Global Service Delivery Models [April 2020]

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* 1. What category best describes the type of organization in which you work?

Enterprise GBS or Shared Services

Business process outsourcing provider

Consulting

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* 2. What best describes your captive and / or outsourced services delivery footprint? [choose best answer option]

Our delivery model is global; we have centers in every region where shared services are delivered

Our model is focused on European locations

Our model is focused on APAC (excluding India & China)

Our model is focused on India locations

Our model is focused on China locations

Our model is focused on the Americas locations

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* 3. Where are you personally located?

North America

Latin and Central America

Western Europe

Eastern Europe

APAC (excluding India and China)

India

China

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* 4. How long do you believe your delivery operations will be impacted by COVID-19 before you return to some semblance of "pre-virus" operations? [choose best answer option]

Less than 3 months

3-6 months

6-12 months

More than 1 year

We will be impacted for the foreseeable future

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* 5. What is currently limiting your ability to deliver shared services? [choose top 3 options]

Insecure networks

Lack of system bandwidth

Inadequate infrastructure / hardware

Challenges managing remote teams

Mental and physical health of employees

Availability of staff

Other (please specify)

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* 6. *Compared to your service capacity levels before the COVID-19 outbreak, how much of your service capacity has been lost at this stage? [choose best answer option]

We have lost no service capacity

We have lost <10% of our service capacity

We have lost 10-15% of our service capacity

We have lost 16-30% of our service capacity

We have lost >31-50% of our service capacity

We have lost >50% of our service capacity

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* 7. *How would you gauge the impact of the virus thus far on productivity? [choose best answer option]

We are still hitting all our SLAs on time

We have adjusted our SLAs and are meeting them

We have prioritized mission-critical work but have deferred other less critical tasks, delivering selective processes

We are missing SLAs

We have deferred transitioning new scope to our centers

Other (please specify)

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* 8. *Which of the following is your most significant business impact as a result of the COVID-19 outbreak? [choose best answer option]

Decline in collections

Increased cost of operations

Gap in ‘back office’ service delivery/processing capability

Supply chain disruptions

There has been no impact

Other (please specify)

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* 9. *What are your major BCP challenges? (please choose top 3 options)

We did not have sufficient time to mobilize

Our infrastructure and hardware does not allow people to work from home

We cannot shift work as alternate centers are also shut down

Our staff do not have access to space conducive to work remotely

Our connectivity and security environment is not sufficiently equipped to remote work

The business does not permit off premise operations (e.g., data privacy)

Our staff are infected; we do not have sufficient human resources/manpower

Panic and general hysteria is affecting productivity/causing staff to take unnecessary measures

Other (please specify)

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* 10. Which of the processes listed below have been most affected by the crisis?

	no change	higher volume	lower volume	n/a
F&A	F&A no change	F&A higher volume	F&A lower volume	F&A n/a
HR	HR no change	HR higher volume	HR lower volume	HR n/a
Procurement	Procurement no change	Procurement higher volume	Procurement lower volume	Procurement n/a
IT Application Maintenance / Development	IT Application Maintenance / Development no change	IT Application Maintenance / Development higher volume	IT Application Maintenance / Development lower volume	IT Application Maintenance / Development n/a
IT / Network Infrastructure Support	IT / Network Infrastructure Support no change	IT / Network Infrastructure Support higher volume	IT / Network Infrastructure Support lower volume	IT / Network Infrastructure Support n/a
Customer Service	Customer Service no change	Customer Service higher volume	Customer Service lower volume	Customer Service n/a
Supply Chain	Supply Chain no change	Supply Chain higher volume	Supply Chain lower volume	Supply Chain n/a
Logistics	Logistics no change	Logistics higher volume	Logistics lower volume	Logistics n/a
Industry-specific processes (e.g. claims processing)	Industry-specific processes (e.g. claims processing) no change	Industry-specific processes (e.g. claims processing) higher volume	Industry-specific processes (e.g. claims processing) lower volume	Industry-specific processes (e.g. claims processing) n/a
Sales	Sales no change	Sales higher volume	Sales lower volume	Sales n/a
Marketing	Marketing no change	Marketing higher volume	Marketing lower volume	Marketing n/a
Legal	Legal no change	Legal higher volume	Legal lower volume	Legal n/a
Real Estate	Real Estate no change	Real Estate higher volume	Real Estate lower volume	Real Estate n/a
Logistics	Logistics no change	Logistics higher volume	Logistics lower volume	Logistics n/a

Other (please specify)

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* 11. In order to maintain service levels, are you considering implementing any of the following right now? [choose up to 3 answer options]

Increased automation of processes

Adoption of cognitive / AI capabilities

Recalibration of service delivery model

Moving work back onshore

Renegotiating SLAs

N/A

Other (please specify)

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* 12. In terms of maintaining / transforming your SSO / GBS performance through automation technology, do you have the budget you need to spend right now?

we have the budget and we are already investing in accelerating automation

we have the budget, but we have not yet made the decision to invest in automation

we don't have the budget, but we recognize we need to invest in automation

we recognize we need to invest in automation, but won't have the budget for at least 3 months

we recognize we need to invest in automation, but won't have the budget for at least 6 months

we don't have the budget, but investing in automation is not in the plans right now

Other (please specify)

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* 13. How might your talent sourcing strategy evolve in the post COVID-19 environment? [choose best answer option]

Bring more work inhouse to control knowledge supply chain

Increase use of outsourcing to provide more flexibility and access to talent

Leverage wage arbitrage via offshore locations

Increase use of gig workers / agile teams

No change

Other (please specify)

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* 14. How do you expect your location strategy to evolve as a result of COVID-19? [choose best answer option]

Not at all / no change

Leveraging new locations onshore

Continuing to bet on traditional offshore locations

Leveraging an increasingly "virtual" model where location becomes less important

Other (please specify)

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* 15. How are you managing continuous improvement (CI) / process excellence while most staff are WFH? (choose best answer option)

All CI is stopped

Incremental CI initiatives are continuing at the local level

Incremental CI initiatives are continuing at global level

We are continuing to implement a few targeted value creation projects

We are continuing with all initiatives as normal

Other (please specify)

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* 16. If you work with a BPO, how have they performed thus far? [choose best answer option]

They have stepped up to the plate and exceeded all expectations

They have maintained normal service levels

Service has fallen, but into an acceptable range

They are renegotiating SLAs and terms

They are missing targets causing challenges for our business

N/A (we do not work with a BPO)

Other (please specify)

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* 17. What are you doing today to adapt your service delivery model to the current business environment? [choose top 3 options]

Reduce SSO / GBS workforce

Increase SSO / GBS workforce

Move work between centers / deploying fallover plan

Implement automation solutions

Implement pay cuts

Implement furloughs and mandatory leave

Increase services scope

Decrease services scope

Shift work back to the business

Increase outsourcing

No change

Other (please specify)

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* 18. *What impact do you believe COVID-19 will have on your company’s future global service delivery operations? [choose best answer option]

No long-term impact; we will deal with the current challenges and then revert to business as usual

We will retain our model but move some work back on- or nearshore (i.e., shift away from reliance on offshore locations)

We will aggressively adopt Future of Work concepts

We will increase our outsourcing activity

We will decrease our outsourcing activity

We will move to a virtual SSO/GBS model

We will rethink what is transactional work, and what should remain with the business

We will accelerate our automation initiatives to reduce our dependency on physical locations / humans

We will comprehensively redesign every aspect of our global service delivery model

Other (please specify)

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* 19. What impact will COVID-19 have on GBS/SSO's value proposition? [choose up to 3 answer options]

No change

GBS / SSO as a business services model will become more important

GBS / SSO models will retrench and certain work will move back to the business / be centralized

GBS / SSO models will become increasingly digitized

GBS / SSO will be relegated to transactional operations

GBS / SSO will aggressively move up the value chain

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* 20. What is the major focus of any planning for “reentry?” [Please check the statement that most closely applies]

We are more focused on current challenges and expect to tackle reentry issues when we have more clarity on the business

We are already planning for reentry with a focus on BCP planning

We are already planning for reentry with a focus on the health and welfare of our workforce, developing medical guidelines, social distancing limitations and shift planning

We believe that reentry planning is an opportunity to rethink our delivery model, and believe that every aspect of our operations must be evaluated.

Other (please specify)

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* 21. Would you be interested in a demo of SSON Analytics on comparative location data including talent availability, #of SSCs/BPOs, cost of center operations and salary data, along with benchmarking and our global health index?

Yes

if yes, please add your business email address below