Process Time & Materials

1

2

3

4

5

Mission

R for Responsible

A for Accountable

Decline company strategy & objectives

Who

C for Consulted

Qualifications

I for Informed

Business proposal

Start-up

End of the services

Services follow-up

This is the Time & Materials Process

Please click on each step to go to the tasks

Each letter in the acronym represents the level of ownership each person involved in a project will have on an individual deliverable.

What is RACI?

Monitoring of potential future calls for tender and customer needs. If successufl, receipt of tender or expression of needs.

Market intelligence

Requirements analysisCandidate search

Presentation of solution

• Complements/needs and requirements.• Analysis/available resources and customer requirements (including IS requirements/classified defence information/GDPR/environement, etc.)• Search for potential candidate(s).• If necessary, call upon other agencies, external recruitement,or subcontracting.

Proposal to the customer a solution involving skills that meet the needs of the service to be provided.

Customer needsFramework contracts and current/previous business

Call for tenders or customer needsCustomer requirementsAvailable resources

Solution and selected resources

Calls for tenders and customer needs

Qualified resourcesIS requirements/classified defence information/GDPR/environment clarified

Competence file of the prospective resources for the service

Qualifications

2

Business proposal

3

Start-up

4

Services follow-up

5

End of the services

1

Input

Output

A specific meeting (recommended on a weekly basis) can be used to analyse needs in relation to available resources. Upon receipt of the need/tender, the BM contacts the customer and obtains, if possible, the necessary complements for a complete understanding of the needs and requirements. The BM analyses customer requirements (including IS requirements/classified defence information/GDPR/environment, etc.) and searches the available resources for the potential candidate(s) (with GalaxSII) capable of covering the needs of the service to be offered. It gives preference to people who are already available. The operational management may be consulted if necessary. In case there are no available skills, the BM can call upon another agency, external recruitement or subcontracting. For external recruitment, the recruitement process is applied. For subcontracting, the subcontracting process is applied.

As part of their prospective activity, the BMs remain on the lookout for potential futur calls for tender. When these approaches are successful, they result in the receipt of a call for tenders or and expression of needs.

Building the offer on the basis of the current pricing and the availability of skills.Sending the offer to the customer together with the general terms and conditions of sale. (GTC)

Drafting and sending the offer

Customer decision

Receipt of customer response:• agreement → start of service• refusal → end of process

Applicable pricingFramework contractAvailable resources

Customer decision

Offer and GTC sended

Start of service or end of process

Business proposal

2

3

Start-up

4

Services follow-up

5

End of the services

1

Qualifications

Input

Output

In case of agreement, the project is created in the ERP. In case of refusal, the elements of the business proposal are archived.

The BM is responsible for the entire commercial offer (prices, discounts, pricing and invoicing conditions, contract items). GTC are not sent if they have been given to the customer or the service is to be carried out with the framework of an existing framework contract.

Creation of the mission statement to inform all internal stakeholder of a mission start.

Mission statement

Order review

Mission order or country legislation

Performing the order review in GalaxSII (order/offer verification) by the Administrative Correspondent and validation according to the authorisation defined in GalaxSII.

Creation of the mission order in GalaxSII, regardless of the location of the service, and sending it to the employee within 1 day of the start day.

Customer order signed

Mission statementOrder review

Mission statement

Order review

Mission order or country tools

National regulatory requirements for safety, health and security

Cheking that national regulatory requirements for safety health and security of the service are covered.Communication to employees of regulatory documents of customer's of SII's premise.

Regulatory documents applicable to health, safety and security (customer documents, charter, etc.)

Regulatory documents applicable to health, safety and security communicated to employeesMandatory training

Start of the service

Start-up on customer's or SII's premise.

Customer agreement to start service

Customer agreement to start service

Start-up

2

Business proposal

3

4

Services follow-up

5

End of the services

1

Qualifications

Input

Output

If the service is to start before the order or signed contract is received, the Business Manager ensures that a formal order intention (e-mail at least) is obtained from the customer.

The BM ensures that the mission orders are issued for the employee(s) whether the services are on customer's or SII's premises. • It must be established as soon as possible and sent from the collaborator at the latest on the day of the start + 1 day. • In case of extension under the same initial conditions of services, the mission order remains applicable. • A new mission order is made in the case of changes of rules of defrayal (allowances for example) or the premise of intervention, for example.

• When applicable, the BM ensures that the applicable Health & Safety regulatory documents are given to employees, and makes them aware of the customer premises' requirements to be respected: internal regulations, safety and environmental instructions. • The BM makes the employee(s) aware of their contribution to product or service compliance and safety when applicable. • In the case of customer projects where SII is a subcontractor and which process personal data, the BM ensures that these projects are registered in the centralized processing register at national level. • The BM ensures that the customer's requirements in terms of information security (including classified defence information/GDPR/etc.) and environment, are convered as specified in the commercial offer. It verifies, among other things, that: - employees are aware of the level of sensitivity of the information they will be handing and that they are authorized to do so - employees are aware of the applicable documents relating to security (Customer IS Policy, Security Charter and Rules (Good Customer Practices)) and that they have taken the mandatory training courses (Security Awareness (annual), Business Security))

In the context of a service on the customer's premise, the BM accompanies the employee on the first day of the service unless there are major constraints to the contrary.

Carry out od the follow-ups of the missions with the collaborators and the customer in accordance with the planned frequency.

Services follow-up

In case of possible incidents

Customer satisfaction

In the event of non-compliance with requirements, incidents, dissatisfaction/customer claims, the Business Manager manages the situation with the support of the Quality Manager (analysis and action plan).

The Business Manager conducts the customer satisfaction survey.

Customer order review (if order received) Mission orderRegulatory documents applicable to health, safety and security sent to employees

Contract incident

Sequence of mission

Follow-up mission report

Analysis and action plan

Formalized customer satisfaction

Services follow-up

2

Business proposal

3

Start-up

4

5

End of the services

1

Qualifications

Input

Output

In case of non-compliance with the requirements of the contract, an analysis and an action plan must be carried out in accordance with the "control, measures adn improvement" process. In case of early termination, the BM checks the notice period of the customer contract and informas the concerned employee(s).

The BM is responsible for the proper application of the contract, the framework contract, compliance with the commitments made, and has control over the applicable documents (contract manager role). The follow-up of services is the responsibility of the BM. Follow-up meetings are planned by the BM in the presence of the employee and, if possible, the customer. These meetings give rise to a report archived in the customer file. The reference periodicity is "2-4-4-6" months. Any ohter closer periodicity must be formalized in GalaxSII.

A formal satisfaction measurement is carried out with the customer by the BM every 6 months. Recommendation: the measurement of customer satisfaction is easier to obtain during a service follow-up. It is capitalised on a quarterly basis by the Quality Manager. If the score is less than or equal to 4, an incident is declared with the "control, measures and improvement" process.

The Business Manager holds a follow-up meeting if the last one wad more than 3 months ago.

End of services follow-up

End of service information

Asset management

The Business Manager must indicate in GalaxSII that the mission is complete.

The Business Manager ensures that customer/SII assets are returned, especially for services with IS requirements.

Non-renewal and/or expiry of the serviceFollow-up meeting

Non-renewal and/or expiry of the service

Identified assets

Last follow-up mission report

Updated GalaxSII

Returned assets with proof

Updating CVs and skills

At the end of the service, the employee updates his CV and his skills in GalaxSII.

GalaxSIICV

Updated employee CVs

End of the service

2

Business proposal

3

Start-up

4

Services follow-up

5

1

Qualifications

Input

Output

In case of non-compliance with the requirements of the contract, an analysis and an action plan must be carried out in accordance with the "control, measures adn improvement" process. In case of early termination, the BM checks the notice period of the customer contract and informas the concerned employee(s).

The BM is responsible for the proper application of the contract, the framework contract, compliance with the commitments made, and has control over the applicable documents (contract manager role). The follow-up of services is the responsibility of the BM. Follow-up meetings are planned by the BM in the presence of the employee and, if possible, the customer. These meetings give rise to a report archived in the customer file. The reference periodicity is "2-4-4-6" months. Any ohter closer periodicity must be formalized in GalaxSII.

A formal satisfaction measurement is carried out with the customer by the BM every 6 months. Recommendation: the measurement of customer satisfaction is easier to obtain during a service follow-up. It is capitalised on a quarterly basis by the Quality Manager. If the score is less than or equal to 4, an incident is declared with the "control, measures and improvement" process.

A formal satisfaction measurement is carried out with the customer by the BM every 6 months. Recommendation: the measurement of customer satisfaction is easier to obtain during a service follow-up. It is capitalised on a quarterly basis by the Quality Manager. If the score is less than or equal to 4, an incident is declared with the "control, measures and improvement" process.

Business Manager

A

R

I

Agency & Country director

Operational Management

HR

ADV/Admin

Collaborator

Sub-contractor

Who is involved?

C

End of service information

The Business Manager must indicate in GalaxSII that the mission is complete.

Non-renewal and/or expiry of the service

Updated GalaxSII

In case of non-compliance with the requirements of the contract, an analysis and an action plan must be carried out in accordance with the "control, measures adn improvement" process. In case of early termination, the BM checks the notice period of the customer contract and informas the concerned employee(s).

Tools & support • IPMP • GIS (if security incident)

Business Manager

A

R

I

Agency & Country director

HR

Collaborator

Sub-contractor

Customer

Who is involved?

C

Customer decision

Receipt of customer response:• agreement → start of service• refusal → end of process

Customer decision

Start of service or end of process

In case of agreement, the project is created in the ERP. In case of refusal, the elements of the business proposal are archived.

Tools & support • GalaxSII

Business Manager

A

R

I

Collaborator

Sub-contractor

Customer

Who is involved?

C

The Business Manager holds a follow-up meeting if the last one wad more than 3 months ago.

End of services follow-up

Non-renewal and/or expiry of the serviceFollow-up meeting

Last follow-up mission report

The BM is responsible for the proper application of the contract, the framework contract, compliance with the commitments made, and has control over the applicable documents (contract manager role). The follow-up of services is the responsibility of the BM. Follow-up meetings are planned by the BM in the presence of the employee and, if possible, the customer. These meetings give rise to a report archived in the customer file. The reference periodicity is "2-4-4-6" months. Any ohter closer periodicity must be formalized in GalaxSII.

Tools & support • GalaxSII • Mission follow-up report

Business Manager

A

R

I

Agency & Country director

HR

Security Department

Customer

Who is involved?

C

Presentation of solution

Proposal to the customer a solution involving skills that meet the needs of the service to be provided.

Solution and selected resources

Competence file of the prospective resources for the service

Tools & support • GalaxSII

• GalaxSII

Tools & support

Business Manager

A

R

I

Agency & Country director

Operational Management

HR

Who is involved?

C

Monitoring of potential future calls for tender and customer needs. If successufl, receipt of tender or expression of needs.

Market intelligence

Customer needsFramework contracts and current/previous business

Calls for tenders and customer needs

As part of their prospective activity, the BMs remain on the lookout for potential futur calls for tender. When these approaches are successful, they result in the receipt of a call for tenders or and expression of needs.

Business Manager

A

R

I

Agency & Country director

HR

ADV/Admin

Collaborator

IT Department

Who is involved?

C

Creation of the mission statement to inform all internal stakeholder of a mission start.

Mission statement

Mission statement

Customer agreement to start service

If the service is to start before the order or signed contract is received, the Business Manager ensures that a formal order intention (e-mail at least) is obtained from the customer.

Tools & support • GalaxSII • IFS

• GalaxSII• Satisfaction survey• IPMP

Tools & support

• GalaxSII• Mission follow-up report

Tools & support

• GalaxSII

Tools & support

Executive Comittee

A

R

I

Agency & Country director

DDD (Development Department)

DDO (Operation Department)

Program Director

Global Perf. Director

Operations Directors

Group Management System Managers

Management System Managers

CISO

Group Management Op. Perf.

International Transformation Manager

Who is involved?

Process Owner

Security Officer

Customer

C

CSR Group

Business Manager

A

R

I

Agency & Country director

Operational Management

HR

ADV/Admin

Collaborator

Quality Manager

Security Department

IT Department

Global performance

Sub-contractor

Customer

Who is involved?

C

• IPMP• GIS (if security incident)

Tools & support

Executive Comittee

A

R

I

Agency & Country director

DDD (Development Department)

DDO (Operation Department)

Program Director

Global Perf. Director

Operations Directors

Group Management System Managers

Management System Managers

CISO

Group Management Op. Perf.

International Transformation Manager

Who is involved?

Process Owner

Security Officer

Customer

C

CSR Group

Business Manager

A

R

I

Agency & Country director

HR

ADV/Admin

Collaborator

Quality Manager

Security Department

Sub-contractor

Customer

Who is involved?

C

In case of possible incidents

In the event of non-compliance with requirements, incidents, dissatisfaction/customer claims, the Business Manager manages the situation with the support of the Quality Manager (analysis and action plan).

Contract incident

Analysis and action plan

In case of non-compliance with the requirements of the contract, an analysis and an action plan must be carried out in accordance with the "control, measures adn improvement" process. In case of early termination, the BM checks the notice period of the customer contract and informas the concerned employee(s).

Tools & support • IPMP • GIS (if security incident)

Tools & support • IPMP • GIS (if security incident)

Business Manager

A

R

I

Collaborator

Sub-contractor

Customer

Who is involved?

C

Start of the service

Start-up on customer's or SII's premise.

Customer agreement to start service

In the context of a service on the customer's premise, the BM accompanies the employee on the first day of the service unless there are major constraints to the contrary.

Tools & support • GalaxSII

Business Manager

A

R

I

Collaborator

Quality Manager

Security Department

Sub-contractor

Customer

Who is involved?

C

Customer satisfaction

The Business Manager conducts the customer satisfaction survey.

Sequence of mission

Formalized customer satisfaction

A formal satisfaction measurement is carried out with the customer by the BM every 6 months. Recommendation: the measurement of customer satisfaction is easier to obtain during a service follow-up. It is capitalised on a quarterly basis by the Quality Manager. If the score is less than or equal to 4, an incident is declared with the "control, measures and improvement" process.

Tools & support • GalaxSII • Satisfaction survey • IPMP

Business Manager

A

R

I

Collaborator

Security Department

Sub-contractor

Customer

Who is involved?

C

National regulatory requirements for safety, health and security

Cheking that national regulatory requirements for safety health and security of the service are covered.Communication to employees of regulatory documents of customer's of SII's premise.

Regulatory documents applicable to health, safety and security (customer documents, charter, etc.)

Regulatory documents applicable to health, safety and security communicated to employeesMandatory training

• When applicable, the BM ensures that the applicable Health & Safety regulatory documents are given to employees, and makes them aware of the customer premises' requirements to be respected: internal regulations, safety and environmental instructions. • The BM makes the employee(s) aware of their contribution to product or service compliance and safety when applicable. • In the case of customer projects where SII is a subcontractor and which process personal data, the BM ensures that these projects are registered in the centralized processing register at national level. • The BM ensures that the customer's requirements in terms of information security (including classified defence information/GDPR/etc.) and environment, are convered as specified in the commercial offer. It verifies, among other things, that: - employees are aware of the level of sensitivity of the information they will be handing and that they are authorized to do so - employees are aware of the applicable documents relating to security (Customer IS Policy, Security Charter and Rules (Good Customer Practices)) and that they have taken the mandatory training courses (Security Awareness (annual), Business Security))

Tools & support • Regulatory documents applicable to health, safety and security GalaxSII

Business Manager

A

R

I

ADV/Admin

Customer

Who is involved?

C

Order review

Performing the order review in GalaxSII (order/offer verification) by the Administrative Correspondent and validation according to the authorisation defined in GalaxSII.

Customer order signed

Order review

Tools & support • GalaxSII • IFS

Business Manager

A

R

I

HR

Collaborator

Who is involved?

C

Updating CVs and skills

At the end of the service, the employee updates his CV and his skills in GalaxSII.

GalaxSIICV

Updated employee CVs

Tools & support • GalaxSII • Satisfaction survey • IPMP

A formal satisfaction measurement is carried out with the customer by the BM every 6 months. Recommendation: the measurement of customer satisfaction is easier to obtain during a service follow-up. It is capitalised on a quarterly basis by the Quality Manager. If the score is less than or equal to 4, an incident is declared with the "control, measures and improvement" process.

• GalaxSII

Tools & support

• GalaxSII• IFS

Tools & support

• GalaxSII

Tools & support

Business Manager

A

R

I

Collaborator

Sub-contractor

Customer

Who is involved?

C

Carry out od the follow-ups of the missions with the collaborators and the customer in accordance with the planned frequency.

Services follow-up

Customer order review (if order received) Mission orderRegulatory documents applicable to health, safety and security sent to employees

Follow-up mission report

The BM is responsible for the proper application of the contract, the framework contract, compliance with the commitments made, and has control over the applicable documents (contract manager role). The follow-up of services is the responsibility of the BM. Follow-up meetings are planned by the BM in the presence of the employee and, if possible, the customer. These meetings give rise to a report archived in the customer file. The reference periodicity is "2-4-4-6" months. Any ohter closer periodicity must be formalized in GalaxSII.

Tools & support • GalaxSII • Mission follow-up report

• Applicable GTC• GalaxSII

Tools & support

Executive Comittee

A

R

I

Agency & Country director

DDD (Development Department)

DDO (Operation Department)

Program Director

Global Perf. Director

Operations Directors

Group Management System Managers

Management System Managers

CISO

Group Management Op. Perf.

International Transformation Manager

Who is involved?

Process Owner

Security Officer

Customer

C

CSR Group

• IPMP• GIS (if security incident)

Tools & support

• GalaxSII

Tools & support

• Regulatory documents applicable to health, safety and security GalaxSII

Tools & support

Business Manager

A

R

I

Agency & Country director

HR

Security Department

Customer

Who is involved?

C

Requirements analysisCandidate search

• Complements/needs and requirements.• Analysis/available resources and customer requirements (including IS requirements/classified defence information/GDPR/environement, etc.)• Search for potential candidate(s).• If necessary, call upon other agencies, external recruitement,or subcontracting.

Call for tenders or customer needsCustomer requirementsAvailable resources

Qualified resourcesIS requirements/classified defence information/GDPR/environment clarified

A specific meeting (recommended on a weekly basis) can be used to analyse needs in relation to available resources. Upon receipt of the need/tender, the BM contacts the customer and obtains, if possible, the necessary complements for a complete understanding of the needs and requirements. The BM analyses customer requirements (including IS requirements/classified defence information/GDPR/environment, etc.) and searches the available resources for the potential candidate(s) (with GalaxSII) capable of covering the needs of the service to be offered. It gives preference to people who are already available. The operational management may be consulted if necessary. In case there are no available skills, the BM can call upon another agency, external recruitement or subcontracting. For external recruitment, the recruitement process is applied. For subcontracting, the subcontracting process is applied.

Tools & support • GalaxSII

Business Manager

A

R

I

Collaborator

Quality Manager

Security Department

Sub-contractor

Customer

Who is involved?

C

Asset management

The Business Manager ensures that customer/SII assets are returned, especially for services with IS requirements.

Identified assets

Returned assets with proof

Tools & support • GalaxSII • Satisfaction survey • IPMP

A formal satisfaction measurement is carried out with the customer by the BM every 6 months. Recommendation: the measurement of customer satisfaction is easier to obtain during a service follow-up. It is capitalised on a quarterly basis by the Quality Manager. If the score is less than or equal to 4, an incident is declared with the "control, measures and improvement" process.

Business Manager

A

R

I

Agency & Country director

Collaborator

Customer

Who is involved?

C

Building the offer on the basis of the current pricing and the availability of skills.Sending the offer to the customer together with the general terms and conditions of sale. (GTC)

Drafting and sending the offer

Applicable pricingFramework contractAvailable resources

Offer and GTC sended

The BM is responsible for the entire commercial offer (prices, discounts, pricing and invoicing conditions, contract items). GTC are not sent if they have been given to the customer or the service is to be carried out with the framework of an existing framework contract.

Tools & support • Applicable GTC • GalaxSII

Tools & support • Applicable GTC • GalaxSII

• GalaxSII

Tools & support

• GalaxSII• Satisfaction survey• IPMP

Tools & support

Business Manager

A

R

I

Collaborator

Who is involved?

C

Mission order or country legislation

Creation of the mission order in GalaxSII, regardless of the location of the service, and sending it to the employee within 1 day of the start day.

Mission statementOrder review

Mission order or country tools

The BM ensures that the mission orders are issued for the employee(s) whether the services are on customer's or SII's premises. • It must be established as soon as possible and sent from the collaborator at the latest on the day of the start + 1 day. • In case of extension under the same initial conditions of services, the mission order remains applicable. • A new mission order is made in the case of changes of rules of defrayal (allowances for example) or the premise of intervention, for example.

Tools & support • GalaxSII

• GalaxSII• Satisfaction survey• IPMP

Tools & support

• GalaxSII• IFS

Tools & support

Executive Comittee

A

R

I

Agency & Country director

DDD (Development Department)

DDO (Operation Department)

Program Director

Global Perf. Director

Operations Directors

Group Management System Managers

Management System Managers

CISO

Group Management Op. Perf.

International Transformation Manager

Who is involved?

Process Owner

Security Officer

Customer

C

CSR Group

• GalaxSII• Mission follow-up report

Tools & support