Ventiv Technology

360º | Aon eSolutions 2 3 the professional services team, led by lisa draGon, implements the risk, insurance and safety manaGement technoloGy solutions the client has selected. since mid-2010, the professional services team has been focused on defininG and rollinG out a comprehensive quality proGram. in adoptinG the client promise, the team's quality focus is beinG supported and elevated to even hiGher levels. | 2 | diSCOver » Standardize client kickoff meetings » By standardizing client kickoff meetings, across product and project lines, all project managers use a consistent methodology. Our commitment to disciplined implemen- tations is a major factor in the fast, efficient implementations we promise and deliver. » Formalize the transition from sales to operations » Gather client requirements » Prepare specifications for cli- ent review and signoff develOp » In the development phase, the focus of the Professional Services team is on ensur- ing that the client will get the system they expect and that all implementa- tion and data services work is subject to quality checklists and unit testing. » Configure system » Convert data » To improve the quality of regression testing, the Professional Services team brought the Business Analyst team into the process in 2011. The results have been very strong. » Develop reports deliver » Assure quality through internal evaluations » Promote "user accep- tance training," or UAT » UAT processes are now in beta test- ing with a sample of clients and will be rolled out to all clients in 2012. » Formally release clients into the production environment » Focus on client training » As part of the inter-disciplinary nature of the Client Promise, Professional Services and the Client Management teams collaborate on client training. » Formalize client review and signoff review » Produce monthly status report » In order to eliminate delays or mis- communications, each client in implementation gets a detailed, standardized monthly report. » Perform Project Manage- ment Office reviews » Review all projects from a 360° perspective » As detailed on page 34 of this issue, the 360° Project Review initiative is designed to continuously improve implementa- tions; after each project, every team member provides constructive feedback, which is reviewed carefully by manage- ment and implemented as appropriate. » Focus on meeting external and in- ternal audit requirements | 2 | implementations and data Services (generally, a one-time event) in the client-vendor lifecycle, the neGotiations and contracts staGe is often the client's first extended exposure to the vendor's operations. the administration and operations team, led by douG wilson, is committed to makinG contractual neGotiations as efficient and transparent as possible. followinG is a look into how administration and operations has adopted the client promise—with a special emphasis on how each staGe in the d-cubed-r cycle redounds to the client's benefit: | 2 | diSCOver » Solicit client feedback » By asking clients how we did soon after the contract phase ends, we get valu- able, fresh perspectives on where we're doing well and where we can improve » Keep sales team involved » Solicit RS Feedback develOp » Adhere to the Aon United approach » By drawing upon the expertise and resources across Aon Corporation, we establish the contract phase as an more than an administrative oc- casion—instead, it becomes one of a repeating series of opportunities to identify and meet client needs » Include Aon Choice » Produce "smaller" contracts deliver » Produce a single con- tract for client to sign » Eliminating extraneous documen- tation and promoting a complete, transparent understanding of con- tractual agreements promotes client satisfaction and sets the stage for a productive, long-term relationship » Make the contract an efficient and effective document for the client and Aon eSolutions review » Absorb and direct client feedback to the right parties in Aon eSolutions » Absorb and adopt feedback from Aon eSolutions employees » Monitor client satisfaction » Tying back into the client feedback element of the discover stage, moni- toring client feedback and incorpo- rating it into the Administration and Operations team's work ensures that we have a systematized, regu- lar process of listening to our clients and acting upon what they tell us. » Continually improve processes | 1 | Negotiations and Contracts (generally, a one-time event)

• Cover