Accenture (NYSE: ACN) has extended for four additional years its contract to provide RSA UK with insurance business process outsourcing (BPO) services.
Under the original contract, signed in 2003, RSA outsourced a range of front- and back-office operations to Accenture, including portions of its sales and service, claims, finance and commercial administration functions that support RSA's direct, affinity and broker customers. The initial agreement was scheduled to expire in 2010 and was extended in 2009 for two additional years through to the end of 2012.
Under terms of the extended agreement, signed in December 2010, Accenture will continue to provide these services through to the end of 2016 whilst enabling RSA to have flexibility to meet its customer needs and explore other opportunities to support the on-line proposition. Services are delivered through Accenture's Global Delivery Network using centers in Bangalore and Mumbai, India.
"We extended our relationship because Accenture offered us greater flexibility, enabling us to refine services in an efficient and timely manner to reflect the changing needs of our customers," said David Pitt, Operations Director for RSA UK. "In addition, we have developed a level of mutual trust and respect over an eight-year period that gives us comfort knowing Accenture will provide the necessary support to RSA as markets and requirements evolve."
"This contract extension is designed to continue to sharpen our focus on customer service, which remains one of RSA's top priorities," said Adrian Brown, CEO of RSA UK.
"We are proud of our track record working with RSA," commented Mark Robertson, managing director of Accenture Property & Casualty Insurance Services. "The extension of this relationship, combined with the introduction of process changes and more sophisticated performance metrics, will bring more value to RSA, its customers and its brokers."
This agreement complements a current management consulting and application development and management contract between the two companies. Under the agreement, Accentture provides development, implementation and ongoing maintenance services for RSA UK's IT applications, including those related to customer relationship management, claims processing, commercial lines products, policy management and back-office operations in the UK and Ireland.