KPN provides fixed and mobile telephony, Internet, TV and data traffic/management, and the management of ICT services to more than 38 million customers across the Netherlands, Germany and Belgium.

Post 2001, the company had taken tough restructuring measures such as a simpler portfolio, reduced workforce and tighter cost control strategy to recover their top position in the Dutch telecommunications industry.

The challenge

In 2006, KPN began to look at the tangible benefits that outsourcing might bring to the organisation to help maintain continuity and quality of service. Every minute that employees spent on tedious tasks was a cost that could be saved. They decided to outsource as many non-core processes as possible.

Our Answer

KPN handed over technical management of their HR and payroll system to Logica. The selection process was extensive, with as many as 40 conditions that had to be answered by the prospective service provider.

KPN also quickly realised that by outsourcing the whole package of HR processes, they could achieve a lot more:

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