Origin Energy has flagged that its retail business transformation is progressing, with 396 IT roles in the Retail business now outsourced to Wipro.
About 240 of the 396 Origin IT staff have transferred to Wipro under the initiative, which aims to improve business process efficiency, optimise cost to serve and enhance customer service.
A spokesperson for the Origin said that the company had in December completed the transition of the management of the majority of its Retail IT application support and development, plus back office business processes in customer set up, transfers, billing, collection and receipting to Wipro.
“The transformation component of the project has commenced including documenting future processes and detailed planning that will support Retail’s future way of working,” the spokesperson said.
“The next phase, which is currently in progress, involves building a new SAP technology platform and process capability and developing the training programs that will help our people adopt the new way of working.”
Almost all of Origin’s legacy retail billing, CRM and support systems are now being managed by Wipro, according to the energy company’s recent 2009 annual report. Monitoring has also been put in place to ensure systems support is effective and service levels are being met.
“Customer transfer processes, and credit and receipting processes, are also being managed effectively by Wipro,” the report reads. “The transformation stage, beginning with process improvement and business simplification across marketing, sales and operations has also commenced, with system and process blueprinting design to complete in 2010.
“Appropriate change, business readiness and data management planning is in progress. System build will then commence. Delivery of the complete Retail Transformation and Transition program will be completed over the next three years.”