Ventiv Technology

2 4 | 360º Aon eSolutions | 5 | the technoloGy Group, led by paul holden, plays a part in a Great many of the processes and functions detailed on these paGes. technoloGy sits at the intersection of the aon esolutions- client enGaGement, which is why technoloGy works closely with other functional Groups in order to keep abreast of system and application performance throuGh a variety of trackinG mechanisms and processes for institutinG improvements. diSCOver » Review performance of sys- tems at client level » A cross-functional team meets weekly to review any lagging indica- tors in system performance; the purpose of these meetings is to identify any performance issues and their source (whether application- or technology infrastructure-related). » Monitor systems » An external monitoring source, relying on system-performance measure- ments taken at some 80 points around the world, keeps Technology up to date on uptime, availability, bandwidth and related performance measures. » Perform system statistical reporting » Develop product strategies » Monitor technology industry indicators » Assess the impact of regula- tory shifts on client needs develOp » Create performance improvement plans » Apply event correlation to overall product and technology strategies » By tracking and evaluating system-wide performance, Technology identifies performance issues and related events most in need of corrective action. » Adopt Changes in Technology deliver » Monitor impact of client con- figuration changes » Technology closely watches cli- ent configuration changes to ensure that they are being delivered con- sistently across the client base. » Monitor impact of chang- es to client reporting » Tune system database » Technology is continually improv- ing system tooling in order to better serve clients through, for example, enhanced utilization rates. » Change application codes » Enhance and improve tech- nology infrastructure » Institute security measures and changes review » Perform continual process improvement » Quality test system changes » Bring clients into system testing » Technology works closely with col- leagues in Professional Services and Client Management in securing the feedback from clients on sys- tem and application performance. » Perform statistical reporting on systems » Validate regulatory and security changes | 4 | Application delivery and System performance of all the functional teams, the client manaGement team likely has the widest variety of roles and responsibilities when it comes to enGaGinG with clients. led by danny smith, the client manaGement team is best thouGht of as beinG responsible for the overall client experience. it should come as no surprise, then, that client manaGement has pioneered the client promise, havinG deployed it in beta form to a samplinG of clients. the client promise is an cyclical process that beGins anew every year, for every client, dependinG on where each client's year beGin. diSCOver » Survey clients for satisfac- tion and concerns » Client Management surveys each cli- ent several times per year: a bench- mark survey taken by all clients at the same time; a pre-stewardship meeting survey; a mid-year survey; and an end-of-the-year survey » Hold stewardship meetings » Host Client Roundtables » Hold annual Client Conferences for Americas and EMEA regions develOp » Create client-specific account plan » Client Management team members develop account plans with actions and goals tied directly to each cli- ent's unique survey response. » Submit account plan for cli- ent review and approval deliver » Meet with clients regularly » Prepare frequent account status reports » Collaborate with other opera- tions teams as needed » To ensure everyone's expectations are aligned, the Client Management team works closely with project managers, configuration team members, report de- velopers and the data conversion teams. » Support user acceptance testing (UAT) review » Conduct client assessment survey » Hold review meeting with all stakeholders » Modify account plan if needed, based on service to date or changing business needs » Manage to service level agreements » Publish key performance indicators | 3 | the Client experience

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