Transcript Sterling Infosystems Implementation / Integration Plan for

Employment Screening Overview
.
October 2009
Company Overview
 Established in 1975 – New York HQ - #1 Privately Owned BGS Corporation
 $75 Million in Revenue in 2008
 96% client retention rate
 Over 6,000,000 transactions annually
 450+ Employees, including a global network of researchers and verifiers
 Lean Six Sigma Process Orientation
 International Organization for Standardization (ISO) Certification 9001:2000
 Safe Harbor Certified
 SiteSecure Certified by Cybertrust
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The Sterling Difference
Top Privately Held Company in
Industry
Superior Support Delivery
High Tech combined with High Touch
Streamlined operations
Sterling’s Lean Six Sigma processes,
commitment to operational excellence
and technology focus have earned the
company industry wide recognition and
#1 ranking:
Committed service representatives
 INC 5000 – Fastest Growing
Companies 2007 and 2008
 InfoWorld – Top 10 of 100 Best IT
Projects of 2007
Rock solid financials
and 33 years of
continued growth has
fueled improvement of
solutions and the best
retention rate of any
employment screening
firm - all organically.
 Deloitte
& Touche USA LLP –
Technology FAST 500 – Fastest Growing
Technology Companies in North America
 Ernst & Young – Entrepreneur of the
Year – CEO, William Greenblatt - 2006
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80
70
60
50
40
Annual
Revenue
(millions)
30
20
10
0
2004
2005
2006
2007
Our Future partnership commitment to our customers
Quality
 Continued focus and improvement in our delivery
organization; Lean Six Sigma orientation
Capabilities
 Leverage Sterling IT capabilities to further
streamline background screening processes
Customer Service
‘Paperless’ / ‘Light
Touch’ Handling
Program Designs
 Increased exposure to Sterling’s cross-functional
Customer Service team; consistency in Account
Manager relationship
 Participate in joint analysis of all areas of business
to eliminate multiple touch points
Extended Workforce
Management
 Continue charter communication and project plan
of all supply chains to bgs to parameters of SIS
customers.
Value
 Greater Value; Lower Investment
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The best indicator of Future behavior is past behavior
Scope of Services
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Sterling’s operating model is designed to satisfy the customer’s
‘hierarchy of needs’ for successful delivery of products and services
Partnership
 Collaboration to support long-term
business needs; joint product
development and process re-engineering
Relationship
 Proactive reviews of account status; client
advocacy and knowledge sharing
 Easy access to order status and other
inquiries; ownership of issues to
resolution
Service and Support
Service Delivery
 Timely order processing; quality gates and
monitoring to ensure accuracy
Implementation
 On-time, quality implementations to
enable processing of applicants or
employees
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CourtDirect:
The Future of Criminal Record Searches - Today
What it is:
What CourtDirect means:
CourtDirect is a proprietary criminal
record search system that builds
electronic “pipes” directly into court
record repositories
Information retrieved “instantly”
 First-party felony/misdemeanor
criminal record information
 Maximize accuracy by eliminating
data entry errors
 Cost control
 Faster Turn Around Time (TAT)
Sterling has integrated with 43% of all court jurisdictions
 65% of Sterling criminal searches are done through CourtDirect.
 Searches performed through CourtDirect have an average TAT of 5.2 hours versus external
researcher average TAT of 37.5 hours
Sterling will continue to integrate with court systems as they become available.
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CourtDirect minimizes impacts related to unexpected
as well as expected Turnaround time (TAT) delays
Auto Distributed
Research performed
Results sent for
Quality Control
65% Automated
35% Research Based
Place Order
State
County
Average
Turnaround
Time
CA
Los Angeles
5.48 Hours
NY
State of NY
8.85 Hours
PA
Montgomery
2.55 Hours
TX
Harris
9.88 Hours
VA
Fairfax
8.53 Hours
Services
Process
Metrics
Quality
FCRA/Special care
rules applied
Order closed
Sterling Crim
Dept reviews
open requests
every two
hours
Alert
posted on
Sterling’s
Website
Orders with
expired
ETAs are
expedited
Alert posted in
Sterling Direct
and viewable
upon recruiter
login
Crim dept
identifies
cause of
delay
Blast email
sent to all
clients
Crim dept
Inform CS of
any
significant
Delays
Compliance
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Deliver
Results
Sterling has processed international screenings for over
300 clients in approximately 50 countries in 2009
Albania, Australia, Bahamas, Belarus, Belgium, Bermuda, Brazil,
Canada, Chile, China, Columbia, Costa Rica, Cyprus, Denmark,
England, Finland, France, Germany, Greece, Guam, Holland, Hong
Kong, India, Ireland, Israel, Italy, Jamaica, Japan, Kuwait, Lebanon,
Luxembourg, Malawi, Malaysia, Mexico, Monaco, Netherlands, New
Zealand, Pakistan, Peru, Philippines, Romania, Russia, Scotland,
South Africa, South Korea, Sweden, Switzerland, Taiwan, Tanzania,
Thailand, Tortola, Turkey, United Arab Emirates, United Kingdom,
Uruguay, Venezuela, Virgin Islands
Sterling’s international footprint includes coverage in over 160 countries as well as
representation from world renowned legal counsel representing 30 countries and regions.
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Drug & Alcohol Testing Services
DOT and Non-DOT Drug Program Administration
Scope Includes:
 Pre-employment
 Random
 Post-Accident
 Reasonable Suspicion
 Follow-Up
 Return-To-Duty
Methods Include:
Urine *
 Oral Fluid *
 Hair
 Blood
 Breath
* Instant and lab-based testing solutions available
Occupational Health Strategic Relationships
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Labcorp*
Quest*
CRL
MedTox
Psychemedics
* In-network collection site partners
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Orasure
TrueNorth
eScreen
Concentra
US Healthworks
EMSI
Drug & Alcohol Testing Services
 Urine Drug Screen Turnaround Times
• Next day for majority of negative results
• Two to four days for non-negative results
 Our Facilities
• Over 3,300 in-network sites
• Strictly adhere to DHHS/SAMHSA and DOT requirements
• Electronic Drug Testing enabled
 Convenience
• Online site locator
• Online results through Sterling Direct and via email
• All results and information maintained electronically
• One point of contact for results, supplies, bills, support
• Consolidated billing for entire program
Sterling’s Occupational Health Services process supports
various options for a well-designed donor experience
Method of Test
eChain
eScreen
Paper CCF
Initiation of Test
Results Review
Customer registers donor
online – donor proceeds to
collection site for testing
• MRO team conducts interview
with donors for non negative
results
• MRO conduct interviews
where required
Customer registers donor online or
conducts onsite collection using
• All DOT neg and non-neg CCFs
eScreen equipment
reviewed as per regulations
Customer provides paper CCF
to donor – donor proceeds to
collection site for testing
Deliver
completed
Drug Results
• Non-DOT negative results –
Sterling’s system auto closes and
deliver results to Customer
Contact applicant for medical
review if needed
Confirm
Medical
explanation
of positive
Obtain
faxed Rx
info from
donor
Verify Rx
with
pharmacy
or doctor
MRO
releases
data based
on review
TAT:
27 hours on Average*
*From time of specimen collection
to the time of results report
DOT Compliance
 Safety-Sensitive Employees & Random Testing
• All DOT Modes: FMCSA (49 CFR Part 382), FRA (49 CFR Part 199), FTA (49 CFR
Part 655), FAA (14 CFR Part 121), PHMSA (49 CFR Part 199), USCG (46 CFR
Parts 4, 16)
 Compliance Planning
 Compliance Reporting
 Compliance Support
• Policy Development & Review
• Employee Training (onsite and online)
• Mock Substance Abuse Test Auditing
 DOT Physical Examinations
• Certification required for CDL holders
 Additional Requirements
• Driver Qualification Files to be maintained for drivers
• Driver Logs (Hours of Service) to be prepared and evaluated for drivers
Compliance Reporting
Monthly analysis and presentation of performance against year-end target
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Electronic I-9 & E-Verify
 On-line, Automated I-9 / E-Verify
 Ensure your I-9 Forms are compliant and error-free through our
electronic error-detecting system.
 Mitigate the potential for losing valued employees with our
Management Alerts sent 90, 60 and 30-days prior to the
expiration of work authorization documents.
 Reduce storage, retrieval and labor costs associated with
maintaining hard copies of I-9 Forms.
 Streamline your I-9 processing with our electronic storage and
retrieval solutions, providing anytime, anywhere, secure
paperless access for the updating, re-verification, management
reporting and timely response to governmental audits as
dictated by law.
 Stabilize your workforce and eliminate the potential for
disruptive and costly turnover created by the mandatory removal
of legally unauthorized employees.
 Decrease your chances of attracting legally unauthorized
candidates by acknowledging your participation in E-Verify.
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Service Levels
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Standard Service Average Turnaround Times
 Social Security Trace
Less than 5 Minutes
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Criminal Conviction History Search
Average 13 Hours
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National Criminal Database
Less than 5 Minutes
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Credit History Reports
Less than 3 minutes
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Motor Vehicle Reports
Same day – 24 hours
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Employment / Education Verifications
24 - 72 Hours
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OFAC
Same Day – 24 hours
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Professional License / Credential Verifications
24 - 72 Hours
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Drug Testing
Negatives – Next Day
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Additional Screening & Ancillary Services
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International Screening (Worldwide)
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HRIS & ATS Integrations
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Adverse Action Letter Automation
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Adjudication Services
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Military Verification
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Targeted Tax Credits
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Workers Compensation Search
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Skill Assessment
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DOT Regulated Screening Services
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On Staff Medical Review Officers
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Service Transparency: Results Delivery
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Email Result Notification
 Format: PDF, HTML, RTF, Text
 Recipient: customizable based on client preferences; can be sent to self, email group, and / or
designated user
 Full Order Notifications:
- Notification is sent out via email upon the completion of all services under that order.
 Piecemeal Notifications:
- Notification for individual services can be sent out via email upon completion.
 Customized Email Notification:
- A customized email will be sent to designated individual (s) stating that the order has been
completed, and can now be viewed on Sterling Direct; a link is provided to log into the
Sterling Direct system.
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Online Viewing
 Through Sterling Direct all users will have the ability to review results online based upon their
respective viewing rights..
 The account can be set up so that if requested, no email notifications are sent upon completion
of service and / or order.
Service Transparency: Invoice Processes / Billing
 Invoicing Procedure
 Invoices can be sent either on a monthly or semi-monthly basis
 Clients can be invoiced by email, postal mail, or credit card
 Recipients:
- Based off preferences of the client
- Centralized or de-centralized billing contacts?
 Invoice Format
 Cover Invoice Sorted by Search Type
 Statement Invoice: all orders processed on a semi-monthly basis
 Cover Invoice Sorted by Cost Center*
 Standard Invoice: one invoice per web order
*Cost Centers: cost centers can be identified per order based on the preference of the client
Invoicing By Cost Center/Division or Location
Systems Capabilities
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Proven ATS/HRIS Integration Solutions
Integrated with Top 10 in the Gartner ERecruitment Magic Quadrant including:
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Accio (Sterling Student)
ADP VirtualEdge
Aon
BrassRing (Kenexa)
Ceridian Recruiting Solutions
Cytiva SonicRecruit
Deploy Solutions (Kronos)
ERC Dataplus
HRsmart
PositionManager
iCIMS
Jobscience
Kenexa
Knowbase
Lawson eRecruiting
Oracle iRecruitment
Oracle PeopleSoft
Peopleclick
Silkroad OpenHire
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 Taleo Enterprise
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Ultimate Software UltiPro
Unicru (Kronos)
Vurv Corporate Edition
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Request (data in)
 XML
 HR-XML
 CSV/TXT
Result (data out)
 XML
 HR-XML
 E-mail Notification
 Custom Reports
Secure Data Exchange
 SOAP over Web
Services
 HTTPS
 FTPS
Sterling Direct 2.1
Order Management System
 New Look & Feel; Easier to Use
• Improved navigation
• Easier to place orders
• Enhanced search capabilities
 Makes You More Productive
• Faster Performance & Increased
Stability
• New ‘My Orders” Dashboard
• “At a Glance” Order Status / Alerts
• Candidate Invites
Offers a consistent platform for all your locations
to work from in a secure environment
Ordering By Cost Center/Division or Location
The detailed results show the information provided to
initiate the background check:
…the summary of results:
Alerts / Notifications / Adjudication
Reports Structure
 Results can be reviewed through
Sterling Direct
 View on Screen and/or Print
 Basic Report
 Subject Profile
 Results Status
- Provides a quick overview of Services Run
and Findings (Alerts)
 Criminal Results
- Report
 Optional Services (If Applicable)
- Report
 SS Trace Results
- Report
Electronic Drug Testing Services
 How is Electronic Drug Testing conducted?
• Sterling sets up an online account with vendor and provides training
• Customers register applicants/employees by logging on vendor website
• CCFs are printed at collection site when applicant/employee completes collection
 Advantages
• Cost savings related to chain of custody shipments and maintenance
• Decreases error rate and delays associated with manual processing
• Employee/Applicant tracking functionality online
 Disadvantages
• Only permitted for Non-DOT drug testing
• Clinic of the vendor must be utilized for collection
• Double sign in for customers (SD & Vendor site)
 Labcorp (eChain)
• 1,000 + PSCs are enabled
• Preferred 3rd Parties expected to follow
 Quest (eReq)
• 750 + preferred 3rd Parties and PSCs enabled
 eScreen
• More than 1,700 in-network clinics enabled
Reporting
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Metrics & Reports
Flexible & Customizable Options to Meet RIM’S Needs
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24/7 access to all reports
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Extensive, Fully Customizable Options for Screening Results, Turnaround
Times, Statistics, Costs, & More
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User-specified Reporting Periods
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User-specified Security Options
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Turnaround Time Reports
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Executive Summary Reports
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Ad-hoc Reports
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Permanent Archiving of All Results
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Sterling Management Reports assist management team with a detailed analysis to
measure time to hire as well as the quality of its applicant pool.
Request List Report allows insight
into the services ordered by users
and the status of each order
Executive Summary
allows a summary of
the total number of
requests by service for
a specific timeframe, as
well as the number of
applicants convicted of
a crime.
Criminal Statistics
Detailed Report gives you
a summary as well as a
detailed review by unique
identifiers of all requests,
categorized by results,
defined as clear, arrest or
conviction
Turn Around Time
Report measures
processing time by %
of closed orders by a
defined time,
allowing for accurate
forecasting of new
hires
Metrics & Reports:
Flexible & Customizable to Each Customer’s Needs – Usage & Cost
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At a Glance
Criminal Record Search Summary and Detail
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Account Management
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Sterling’s Account management and Client service teams has enhanced
our relationship through the availability of a cross-functional team
dedicated to meeting all of our Clients on-going needs.
 Account Manager
 Account related strategic initiatives
 Best practice recommendations
 Client Services Support Team
 Questions regarding order results or status
 General inquiries
 Implementation and IT Integration
 Continued investment in system upgrades
 Project management for new
implementations / IT integrations
 Executive Sponsor
 Participates in projects aimed at service
 Enterprise Business Transformation
enhancement
 Six Sigma team provides best practice
 Champions client partnerships within
guidance to maximize Accuracy and reduce
Sterling
Turn-Around Time
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The Sterling Account Support Cellular Structure enables our customers
to easily reach their dedicated team quickly while being provided with
the highest quality and first call resolution
 In addition to your dedicated Business
Relationship representative
 Cross-trained team of Client Service Executives and
Cell Leaders is available today
 Available via phone and email
 Customer Phone Code is 00000
 [email protected]
Speed of Answer
9 sec
Abandon Rate
1.1%
First Call Resolution
98%
Email Response Time
1.35 hr
Sterling is able to real-time monitor and report
metrics for all calls and emails completed
by the Cell’s representatives.
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Our customers’ satisfaction with our products and services is
measured by tools such as Metrix Matrix, which guide efforts
to continually improve the customer experience.
Sample of questions from
the Metrix Matrix survey
 How would you rate your overall
satisfaction with this particular
order?
 On a scale of 1 to 10, how
valuable was the report in the
making of your hiring decision?
 What would have made the report
more valuable?
Wastes or defects identified by Metrix Matrix are eliminated through the use of Lean Six
Sigma tools such as FMEAs and Failure/Constraint Analysis that drive “Zero Waste Product
Quality” to deliver the best experience possible for our customers.
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Long-term systemic health of the relationship between Sterling and our
Customers is centered around Account Management’s use of customer
relationship tools such as Loyalty Pro
 Results are integrated into our Account Review and Relationship Management
processes
 Results reviewed with Sterling’s Executive Committee to provide visibility into
customer priorities
Our Process:
Account Reviews
Our Goal:
Passionate Customer Advocacy
Loyalty
VOC
Overall Experience
Future Needs
Tools such as Loyalty Pro ask questions concerning advocacy, value add, level of service,
effectiveness of the account team, willingness refer, as well as provide insight into how
Sterling can assist the customer in the future.
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Jackson Lewis LLP Partnership
Jackson Lewis LLP Partnership:
Online Risk Management Helpline
Accessible through Sterling’s website
Responses to inquiries within 24 hours
Updated Reference Library
Review Client Documents and other
Collateral to ensure FCRA
Compliance
Advise of Statutory Changes / Case Law
Quarterly Seminars
Previous topics include: “Increased Issue Awareness in
Support of Corporate Governance, Risk & Compliance
Programs”, “Electronic I-9 Processing & Verification” and
“Growing a Qualified & Performing Workforce in Today’s
Challenging Economic Environment”.
 Deferred Adjudication Project
Working on state-by-state list
Delivered in next 60 days
 Complimentary FCRA Webinar
 Collaborative discovery project
Determine root causes of
why/how candidates fall into
specific ratings guidelines
Robust, Scalable & Adaptable Technology
CyberTrust Certified
 Routine Reviews of Security & Network Infrastructure
Redundancy
 Data Replication and Redundant Web servers
 Geographic
 Dual
Diversity + Site Managed by Level3
High-Availability VoIP Core Systems
Enhancing Disaster Recovery to Achieve Seamless Business Continuity
 Core
production Migration to Internap Site (in NYC)
 Enhancement
 Dual
of Asynchronous Data Availability
Local Redundancies + Scaling & Performance
Leveraging Enhanced Remote Workforce Support
 CITRIX environment + New Applications for “Portable” Business Continuity
Technology Stack enables complete Business Continuity on a Roaming-basis
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Summary
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Sterling leverages over 34 years experience in background screening to enhance
value proposition to customers through tailored solutions and sophisticated
customer support thereby winning outside recognition.
Solid Track Record
•Amongst the largest
privately-held company
in the industry
•Same ownership since
inception
•33 out of 34 years of
continuous organic
growth
• 96% client retention
rate
Recognition/Awards
•INC 5000- Fastest growing
companies 2007 and 2008
•InfoWorld- Top 10 of 100 Best IT
Projects of 2007
•Deloitte & Touche USA LLPTechnology FAST 500- Fastest
growing technology Companies in
North America
•Ernst & Young- Entrepreneur of
the year- CEO William Greenblatt2006
Customized Solutions
“High-Touch” Relationship Model
•Industry specific solutions, e.g. contractor management
intelligence
•Committed service representatives for program oversight
•Tailored adjudication protocols to decrease time to hire
•Customized reporting and notifications allowing management to
make accurate hiring decisions; customized invoicing options
•Lean six-sigma consultants for continued process
improvement
•Unique Sterling Client codes for automated telephonic
routing
•Real time data regarding response time, abandon rate and
first contact resolution