CLIENT EXPERIENCE

Export Credit Guarantee Corporation of India Ltd.

Partners with TCS to achieve Business Agility and
Global Competitiveness

Customer Indian Exports have grown from US $126 billion in 2006-07 to US

Export Credit Guarantee $155 billion in 2007-08. This increase has resulted in greater exposure
Corporation of India Ltd. to credit risks for exporters. Companies typically use export credit
insurance to mitigate risks such as buyer default, insolvency, war,
government restrictions on money transfer and political risks that
contribute to their overall business risk.

Industry Export Credit Guarantee Corporation of India Ltd. (ECGC) is a

Insurance Government of India Enterprise, set up to provide cost-effective
insurance and trade services to the burgeoning Indian export
market. With the onset of liberalization in India, the company was
Offering
Consulting faced with a rapidly changing market and intense competitive
pressures. As a result, ECGC undertook a technology transformation
program to respond to the new business environment.

Determined to secure its leadership position, ECGC hired TCS to

redefine its IT strategy, and develop an implementation roadmap to
ensure successful transformation into a more responsive, efficient
and customer-focused organization.
CLIENT EXPERIENCE
ECGC was established by the Government of India
to strengthen exports by providing credit risk
insurance for export of goods and services. The
company offers credit risk cover to banks and
financial institutions to enable exporters to obtain
better facilities from them. Additional services
include factoring services and overseas
investment insurance to Indian entrepreneurs for
their overseas investments, in the form of equities
and loans in joint ventures. The organization has
grown remarkably since its inception in late
1950s, insuring exports valued at over US$ 10
Billion in 2007-08.
Business Situation
For the last decade, market globalization has led numerous
Indian enterprises to trade globally, thus increasing demand
for export credit risk insurance. Thanks to the expanding
market and the liberalization of the Insurance sector, many
Indian insurers entered this space, offering a wider portfolio
of covers to exporters. Also, more and more exporters and
banks were looking for customized covers to meet specific
business requirements which made the competitive
marketplace even more challenging for ECGC.
To maintain its leadership position, the organization had to
improve its service delivery, accelerate time-to-market with
innovative and cost effective offerings, with high-end
automated core business processes.
The current IT set-up at ECGC was incapable of meeting
these new business requirements. Due to its limited
understanding of IT processes and industry standards, the
company’s IT team was spending a large amount of time
and resources on non-core activities. It was also structured
in a way that did not support IT’s active involvement in
business decision making.
ECGC chose to leverage TCS’s technology experience and
consulting capabilities to drive IT enabled business
transformation to meet its medium and long term business
objectives.
TCS Solution
TCS formulated a complete IT Strategy, focusing on IT
Policies, Guidelines, Processes, Governance, Project
Management, Architecture, and Infrastructure. The
engagement was conducted in two phases.
Phase1: The Strategy Development Phase
In this phase, TCS developed an in-depth understanding of
the company’s business needs and challenges by
interviewing senior business and IT management teams.
Following these discussions and series of workshops, TCS
worked with ECGC’s IT team to map the “As-Is” IT framework.
A “To-Be” state was defined with an objective to improve the
company’s IT structure to address the need for improved
agility, flexibility, operational efficiency, and customer
satisfaction. Then, TCS conducted a gap analysis to identify
the disparities between the existing and target IT
frameworks. Subsequently, an IT roadmap was also
developed to plan the company’s migration to the target
state.
The Strategy Development phase provided the client with
strategic options for solution design in the areas of
Processes, Architecture, and Infrastructure.
Phase1 was successfully completed in 10 weeks.
Phase2: The Solution Design Phase
With the IT framework redefined, TCS developed a Target
Operating Model that consisted of a delivery plan and
methodology to help ECGC plug the gaps identified in
Phase1, and smoothly transition to the intended final state.
The target operating model addressed the following IT
components:
1. IT Processes
2. IT Architecture
3. IT Infrastructure
IT Process Transformation
TCS helped ECGC transform its IT processes to pave way for
IT Enabled business solutions. To address the gaps identified
in phase 1, a number of projects were defined, documented
and reviewed with the client, to serve as implementation
guidelines. Select projects included:
- Formulating IT governance structures and committees
- Defining the process for translating business needs into
IT projects
CLIENT EXPERIENCE
- Establishing project management framework
- IT service management
- Establishing communication process
- Escalation and Issue management
- Establishing vendor management functions
- Introducing status and reporting process
- Establishing project office
Business Aligned Enterprise Architecture
Deployment of a Service Oriented Architecture (SOA) was
essential to increase business process flexibility and agility.
With the target Enterprise Architecture defined in Phase1,
TCS helped the organization move from the existing
“two-tier” monolithic architecture to an “n-tier” service
enabled architecture. The new architecture comprised
seven loosely coupled layers: Presentation, Business Process,
Business Services, Implementation, Information, Business
Intelligence and Security.
The Service Oriented architecture was based on an
innovative modular Service Delivery Model that TCS
developed for the company to handle all customer service
requests. The modular structure ensured that changes to
business processes could be made very quickly and with
minimal business impact. It was anchored on a business
process driven approach, not on a function or application
centric approach which was the characteristic of existing
systems.
TCS also defined an Architecture Governance Framework to
continuously monitor and maintain architecture
performance.
Robust and Scalable IT Infrastructure
The current IT Infrastructure required a massive upgrade to
manage existing requirements as well as future business
demands. It was characterized by inadequate and
non-intelligent storage, outdated servers, and ad-hoc
network expansion, which created multiple challenges such
as single point of failure, deteriorating network
performance, and plummeting uptime.
After defining a high-level target infrastructure and a
network and security model in the Strategy Development
phase, TCS provided a set of recommendations including
tier classification, budgetary estimates, and a schematic
data center plan. The recommendations were designed to
ensure 24/7 availability and eliminate a single point of failure
scenario. TCS also advised that the company moved from
the current leased line network to a service provider MPLS
VPN (Multiprotocol Label Switching to create Virtual Private
Networks ) network to cut costs, while getting higher
network uptime.
Streamlined Project Office
To accelerate the implementation of project management
functions and practices, TCS suggested setting-up of a
centralized Project Management Office (PMO). TCS also
recommended having a dedicated vendor manager to
monitor, measure and drive agreed upon services from all
vendors with the support of well-defined Service Level
Agreements (SLAs), and regular performance monitoring.
It took less than a year to complete Phase2.
Benefits
TCS’s proposed Target Operating Model addresses ECGC’s
business imperatives with –
- Streamlined business operations thanks to
Standardized process maps supporting core
business functions
A Service Oriented Architecture to increase IT
flexibility and meet changing business demands
Best in class technology frameworks
- Improved decision making capability enabling faster
business turnarounds
- Better managed automated solutions
- Ease of creating customized products and services as per
ECGC’s customer needs
- Improved infrastructure and availability of IT systems to
business users and external customers
- Efficient IT processes leading to faster turnarounds for IT
services
- Ability to continuously provide technology based
innovative solutions to increase customer reach
- Enhanced customer satisfaction
- Improved Business IT alignment
- Improved productivity
CLIENT EXPERIENCE
About TCS’ Global Consulting
Practice
TCS’ global consulting practice is a key
component in how TCS delivers additional
value to client business requirements. Using
our industry insight, domain and technology
expertise, we partner with enterprises
worldwide to deliver integrated end-to-end IT
enabled business transformation services. By
tapping our worldwide pool of resources –
onsite, offshore and nearshore – our high
caliber consultants leverage solution
accelerators, international experience and
understanding of local market demands to
effectively enable enterprises to meet their
business goals.
TCS’ consulting services include:
- Business Consulting
- IT Consulting
- Business Solutions
ECGC feels confident that the target
system would help transform it into a
customer-centric, operationally efficient,
flexible, agile and dynamic organization,
capable of offering superior customer
service, tailor-made solutions for customers,
well-informed decision making through
standardized / automated business
processes.
— V. Ramachandran,
General Manager (IT),
Export Credit Guarantee Corporation of India Ltd.
About Tata Consultancy Services
Tata Consultancy Services is an IT services, business
solutions and outsourcing organization that delivers
real results to global businesses, ensuring a level of
certainty no other firm can match. TCS offers a
consulting-led, integrated portfolio of IT and
IT-enabled services delivered through its unique
Global Network Delivery ModelTM recognized as the
benchmark of excellence in software development.
A part of the Tata Group, India’s largest industrial
conglomerate, TCS has over 100,000 of the world's
best trained IT consultants in 50 countries. The
company generated consolidated revenues of
US $5.7 billion for fiscal year ended 31 March 2008 and
is listed on the National Stock Exchange and Bombay
Stock Exchange in India. For more information, visit us
at www.tcs.com.
Contact
For more information about TCS’ consulting services,
contact global.consulting@tcs.com or visit
www.tcs.com/consulting.
not en
All content / information present here is the exclusive property of Tata Consultancy
Services Limited (TCS). The content / information contained here is correct at the time
of publishing. No material from here may be copied, modified, reproduced,
republished, uploaded, transmitted, posted or distributed in any form without prior
written permission from TCS. Unauthorized use of the content / information
appearing here may violate copyright, trademark and other applicable laws, and could
result in criminal or civil penalties.
Copyright © 2009 Tata Consultancy Services Limited