Supporting Customers through Technology IT Service Center Prague
Page 1 n DHLs Information Technology strategy is driven by the needs of its business and customers. n DHL IT Services co-ordinates the development and delivery of Information Technology solutions across the combined DHL, Danzas and Deutsche Post Euro Express businesses. n IT Services is responsible for selecting the best Information Technology solution to meet the needs of the business and those of DHLs customers; while reducing costs and improving service levels. IT Services Strategy – Bridging the World
Page 2 Application Services Production Services Business Unit CIO Organization DEMAND MailExpressLogistics Corporate Functions CIO IT Services Center Prague IT Services Center Scottsdale IT Services Center Cyberjaya IT Service Center Bonn SUPPLY IT Services Organization IT Services Center Prague IT Services Center Scottsdale IT Services Center Cyberjaya T-Systems Germany Retail Outlets CIO IT Services and the Business
Page 3 IT Services Delivers High availability of mission critical systems with failover to one of the global IT Services Centers Service Level Agreement monitored using E2E and Service Management Board oversight Global Service Desk / Call Center Service with target levels set for time to respond Cost visibility with prices set to recover costs Business Expects To conduct business at any time of the day or night without interruption To obtain consistent predictable performance for all business transactions To get solutions to problems raised, and responses to requests for support To pay service costs which are competitive with the marketplace IT Services and the Business
Page 4 IT Services Centers nStrategically located to support the business 24 hours a day, seven days a week nGlobal Network monitoring, service and support provided on a follow-the-sun policy nNo single points of failure in the infrastructure nThe entire Network can be managed from any one of the Centers Cyberjaya, MalaysiaScottsdale, Arizona, USAPrague, Czech Republic
Page 5 IT Services – Service Quality Index – SQI 6 measures reported monthly and tied to management incentives Fact based measures –Applications availability –Response times –Incident Management –Application Development Performance Perception based measures –User perception reports –Customer satisfaction Focus on Quality …
Page 6 The Park, Prague 4 IT SC Prague – Designed for Scale Office Space11,000 sq m15,000 sq m19,000 sq.m. Computer Room 3,500 sq m Training Seats 250 Meeting Rooms with video conferencing Servers Service Centers Migrated Staines, UK Basel, Switzerland EECC, Brussels France (part) Sutton UK (part) Around 10 centers under review Services or Applications Migrated
Page 7 IT SC Prague – An Award Winning Investment Significant Investment nDHL investing 500M over five years in the Czech Republic; the largest single investment in the countrys service sector nDHL has become an important source of orders and secondary investments for many domestic subcontractors nDHL is one of the largest IT employers in Prague; with highly skilled personnel, it represents a prominent source of quality and stable employment Investor of the Year Award 2003 nDHLs investment in the Czech Republic was evaluated by an independent assessment commission and judged the best of three projects in the category of Major Contribution to the Czech Economy – New Investment. World Investment Conference Award 2005 nDHL investment was further evaluated and awarded at the World Investment Conference on 1 st July 2005 in Paris
Page 8 IT SC Prague – High Technology Recruitment FTE employees only nIntegrated multi-media recruitment campaign to attract highly skilled employees nCulturally diverse employee base – 50 different nationalities Number of employees 640 (at 31 st Dec) 1002 (at 31 st Dec) 1050 Projected (at 31 st Dec)
Page 9 Prague Diversity
Page 10 Organizational Development - HiringOrganizational Development
Page 11 nKey business case assumptions for Phase 1 achieved nPercentage of expats for completed Phase 1 on target London Organizational Development – Business Case Drivers
Page 12 Staff / AdminProfessionalsManagers IT Services – HCR05 2A International IT Companies Survey Sample –2005 – Base Salary 3A1A 5 Hay Grades Below 2A – salaries are line with market. 2C Salary level - market data
Page 13 Foundation Phase Investment Performance The first phase [Foundation Phase] of the original approved business case is complete and the financial performance exceeds expectations Business Case v Forecast The Foundation phase has been completed: Within the Investment Level; CAPEX on plan Project costs 7% under budget; With a substantially improved NPV (21%) ; and Delivering the promised benefits
Page 14 Continuing transition from internal IT division to external IT service provider Proven track record of successful transitional projects with attractive financial results Delivering a service valued by the customer … on time and at a competitive price Balancing responsive supply with variable demand … with excellent service quality IT Services … A full spectrum global Service Provider Summary
Supporting Customers through Technology