SEMA establishes new technology centre
In the last 12 months, SEMA has undertaken a number of exciting transformation projects, especially in our technology area, as part of our dedication to continuous improvement.
We are now ready to embark on the next phase in our transformation initiatives and are pleased to announce the decision to establish a dedicated Technology Centre in Manila, Philippines.
The new Technology Centre will be wholly owned and operated by SEMA Group and will provide IT product development, QA and testing services. This will enable increased flexibility, scalability and fast job turnaround, supporting SEMA's commitment to customer service.
The Philippines was considered an ideal choice for a variety of reasons including that English is the main language, its proximity to Australia, the minimal time difference (two hours) and, critically, the wide availability of skilled IT resources.
The transition to the new Technology Centre will commence in March 2012 and we envisage the centre will be fully operational by June 2012.
Chief Executive, Keith Hunter, affirmed SEMA's continuing quality customer service, production, and strong importance on data security.
"I'd like to take this opportunity to reassure all customers that customer data and production will remain in Australia, as will customer sales and service. SEMA remain committed to local production and are investing in local infrastructure," Mr Hunter said.
"There will be no disruption to customers during the transition."
Regrettably, there will be a number of redundant positions in SEMA's Australian operations as a result of the new centre. Those employees whose positions become redundant will be entitled to redundancy payments and will also be able to access outplacement support. SEMA are providing advance notice to maximise the ability of affected employees to secure future employment in a timely manner.
Customers can feel free to contact their SEMA customer service representative if they require additional information. Frequently asked questions about this announcement follow.
Frequently asked questions
Why has SEMA taken this decision to move work to the Philippines?
Recent local transformation initiatives have been successful, yet in pursuit of continuous improvement, there remain further opportunities to improve SEMA’s IT function.
The specific benefits of SEMA’s Technology Centre in the Philippines are flexibility, scalability, enhanced job turnaround speed, availability of qualified resources and enhanced QA.
Will customer data be sent offshore?
No. All customer data will reside in our Data Centres in Australia.
Will Customer Service inquiries still be handled locally?
Yes. SEMA staff based in Australia will handle all client contacts.
Why the Philippines?
There are numerous reasons why the Philippines were chosen, including its proximity to Australia, the minimal time difference (two hours), the availability of the required skilled resources and English being the main language.
Is it a SEMA entity?
Yes. The offshore operation will be wholly owned and operated by SEMA Group.
What will be the turnaround time for jobs to be completed in the Philippines?
Improved job turnaround speed is one of the main benefits associated with the Technology Centre. Job turnaround speed will be improved compared to current averages in Australia, due to enhanced resourcing.
What quality assurance procedures will be in place?
SEMA will have in place processes and procedures that ensure work instructions sent offshore have all required details and are correctly worded and formatted. SEMA will also have an improved QA focus in Manila with resources dedicated to checking work before it is submitted back to Australia.
Will there be communication problems caused by this change?
Absolutely not. English is the main spoken language in Manila. SEMA will also have in place processes and procedures that ensure work instructions sent offshore have all required details and are correctly worded and formatted. Note: as per current practice, all account management and SEMA staff located in Australia will handle customer service contacts.
What hours will they be working in the Philippines?
This is still to be finalised in detail, but Manila is only a two-hour difference to Australia.
When will the Technology Centre go live?
It is anticipated that the initial transition of work to the Technology Centre will be March 2012.
How long will this process take?
The transition of IT work to the offshore centre will commence in March 2012 and will be on-going through to June 2012. These timelines may move around a little.
Will there be any disruption to SEMA customers during the transition stage?
No. There will be no impact to SEMA customers during the transition to the Technology Centre. However, once the transition is complete, customers will see improved job turnaround speed.
Will this result in any site closures in Australia?
There will be no site closures as a result of this.
Does this mean SEMA’s investment focus is offshore?
No. SEMA will continue to invest and innovate across sites in support of broader business strategy and enhanced customer service.
Will other work outside IT be moved there in the future?
SEMA will continue to investigate opportunities where improved service can be gained in a cost effective and efficient manner. |
