ING finalises workplace services outsourcing deal

Source: ING

Accenture, Atos Origin, Getronics and KPN have each signed seven-year contracts with ING to jointly supply workplace services for 53,000 ING employees in Europe.

As part of the agreement, approximately 430 ING employees in the Netherlands and Belgium will transfer to Atos Origin, Getronics and KPN.

The workplace services include the provision, installation, maintenance and support of desktops, laptops, printers and telephones. The contracts have a total value of €750 million, including VAT. Each of the four companies, which together comprise ING's preferred supplier team, will fulfill different aspects of ING's workplace services needs.

Accenture, in its role as integrator, will coordinate the entire scope of services to be delivered and will manage the supplier contracts on behalf of ING, contributing its business consulting, project management and outsourcing skills. The value of the deal for Accenture is worth €52 million.

"By creating the preferred supplier team, ING is one of the first European companies to employ a multi-vendor outsourcing arrangement where each vendor provides a part of the overall service, coordinated by a service integrator, a critical element of Accenture's overall infrastructure delivery model," said Edwin Vander Ouderaa, the senior executive in Accenture's Financial Services practice responsible for this deal. "This innovative outsourcing strategy, whereby governance, service management and supplier management are all part of the service integrator's role, will enable ING to adapt quickly to change and to incorporate innovative processes and technologies, creating a competitive advantage that could go far beyond pure cost savings."

Atos Origin will be responsible for the complete architecture and management of the back-end of ING's office automation including e-mail and the active directory and will deliver server management services. In addition, Atos Origin will provide ING with critical end-user computing services that include user access services, design & support and application services. The value of the contract to Atos Origin is €216 million.

"Atos Origin is delighted with this contract win which underlines Atos Origin's prominent position in the European financial sector as a provider of advanced desktop services," said Wilbert Kieboom, CEO Atos Origin Northern Europe. "We are responsible for ING's complete IT infrastructure behind its office automation, which creates an extra dimension to this agreement. Our services as part of this third-generation contract will help ING focus on its core activities and increase customer service."

Getronics will be responsible for service delivery to ING employees, administering help desk services to manage intake, dispatch, monitoring, and tracking of all incoming calls, as well as incident resolution. Getronics will provide onsite user support, desktop-hardware purchasing, asset management, stock handling and deployment of user devices. The value of the contract to Getronics is €213 million. Getronics will receive an additional revenue of €21 million from subcontracted services with suppliers.

"As a leading IT services provider in the Netherlands we are able to share with our partners our user-centric approach and our considerable knowledge and expertise in this sector, so that we can jointly provide ING with the best services possible." said Klaas Wagenaar, CEO of Getronics. "Getronics is dedicated to using Information and Communication Technology to enable people to be more productive. Together with our partners, Getronics will enable ING's people to communicate and work together smoothly, effectively and productively wherever they may be, creating real business value for ING."

KPN will be responsible for all fixed and mobile communication services, call centre services, LAN services and conferencing services to all ING employees in the Netherlands and Belgium, including end user equipment and traffic arrangements. The value of the contract to KPN is €269 million.

KPN board member Eelco Blok said, "We are happy to welcome ING as one of our most important customers in the financial sector with this innovative outsourcing strategy. As the preferred supplier of communication services, KPN is naturally ready to meet ING's current needs by using conventional technologies to provide greater flexibility at lower cost. But even more important is our All IP strategy that delivers innovative features directly to ING employees at the workplace. All of this makes communication easier, indeed a pleasure, and at the end of the day I believe it will enhance ING's competitive edge in its business."

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