The advanced technology solutions ADP provides clients are only part of the package – the real benefit comes from the combination of people, process, and technology. To better support our associates and our clients, HCM Technical Services is aligning with other ADP initiatives to streamline services for clients and make it easier and more efficient to provide solutions.

1. People: Encourage a culture where Service Consultants work collaboratively on
requests that span multiple ADP solutions, alleviating client concerns about silos.
Client Partners (CP)
A Strategic or a Global Client Partner is assigned to manage
the relationship with our most strategic, multifaceted clients
in National Accounts. The CP works closely with the GM’s, the
CAE’s, Sales, and all necessary ADP business stakeholders to
ensure leadership and consistency across the client domestic
and international ecosystem.
The CP works across all business pillars and is responsible for:
• Principal liaison for client relationship
• Design and implement global governance model
• Strategic analysis and business alignment
• Client business and engagement expansion
• Solution support enhancement
With the proven success of the HCM Client Account Executive
(CAE) role in the ADP Vantage HCM®
service model, we are
now applying the same role to a majority of multi-service
Enterprise HR®
and ADP PayForce®
clients in FY16.
The CAE is responsible for overseeing the client experience,
including coordinating the resolution of complex issues that
span multiple ADP services. While clients will retain their HCM
Service Consultants for deep domain expertise, the CAE will
be able to offer:
• Strategic business planning
• Partnership to solve clients’ critical business issues
• Successful service delivery across solutions
• Proactive work to guarantee client satisfaction
Client Account Executives (CAE)
*Dependent on client complexity and number of solutions
ADP is a central part of the day-to-day operations of companies around the world –
and our ability to provide consistent, consultative support across our services is critical.

2. ADP AND THE ADP LOGO ARE REGISTERED TRADEMARKS OF ADP, LLC.
ADP – A MORE HUMAN RESOURCE. IS A SERVICE MARK OF ADP, LLC. COPYRIGHT © 2015 ADP, LLC.
The advanced technology solutions ADP provides clients are only part of the package – the real benefit comes from the
combination of people, process, and technology. To better support our associates and our clients, HCM Technical Services is
aligning with other ADP initiatives to streamline services for clients and make it easier and more efficient to provide solutions.
These advancements will enable associates to reduce the time it takes to meet each client request – so far, the HCM Technical
Services has already seen a 1-day reduction in resolution time.
The associate experience will also improve as a result of these changes. One Siebel queue will be used to contact HCM
Technical services, and cross-product collaboration will create an improved overall experience with a reduced path to finding the
information you and your clients need. Standardized processes will result in a consistent experience for associates and clients
alike.
What changes you can expect to see:
• Eliminating service center time barriers – service centers now operate from 8 a.m. to 9 p.m. EST, 5 days a week
• Increasing the pool of resources available to clients and introducing new talent across regions
• Increasing standardization across services to improve process implementation and success
• Improved knowledge transfer between associates
• Broader HCM knowledge base that enables associates to take a more consultative approach to client requests
Centers of Excellence – Benefits, Talent Management, SASS, I-9, ADP RM, HCR,
Tax, Banking, Finance & RPO
Supporting our clients starts with supporting our associates. The ADP Centers of Excellence are
shifting the ways documentation, processes, and escalation are approached as part of the HCM
Service Transformation. Moving away from a traditionally siloed COE service model, COE teams
will now have standardized, cross-platform actions in order to better support issue resolution,
provide information to CAEs, and ensure client satisfaction. Currently, a deep dive into COE
processes is underway, providing a gap analysis and demonstrating how and where silos can be
broken down.
As the analysis is completed, teams will be developed to determine the appropriate actions for the COE structure. Creating
alignment across the COE will smooth out current barriers to issue resolution for clients and associates alike, and increase
standardization across the organization.
Nearshore Expansion and the Intact HCM Team Model
The HCM Service Model will be delivered in part through
a nearshore expansion to a new ADP facility in El Paso,
TX. Intact El Paso teams will support ADP Vantage HCM
growth, including new ADP Vantage HCM business,
some existing, more stable ADP Vantage HCM accounts,
and some existing ADP PayForce clients in anticipation
of their upgrade to the new user experience.
The goals and benefits of the nearshore expansion include:
• Enhancing our ADP Vantage HCM client service experience
by developing intact teams
• Supporting growth of our ADP Vantage HCM client base
• Addressing client concerns regarding ADP silos
• Creating a better ecosystem through the intact team model
• Optimizing available resources and our ADP talent pool
while alleviating some space constraints in our hubs
• Leveraging a lower cost model
HCM Technical Services

3. Process: Provide a consultative approach to help our clients plan key
annual HCM events and deliver consistent metrics across the HCM
spectrum of services.
The HCM Service Management will allow for a seamless client experience that includes a variety
of ongoing, standardized processes and improvements. These include:
 A service management workstream that brings consistency to the way we service our clients, from metrics and
SLAs to creating a common governance structure
 An HCM Playbook that outlines all roles, responsibilities, and processes for a new client
 Client calendars that are used to set up and track regular meetings, reviews, and other important HCM events
 Standard SLAs and metrics across accounts, with the intent of implementing automatic reporting capabilities
 Quarterly and annual measurements and review to ensure relationships are performing as expected
 Feedback and realignment to client needs and standardized processes
HCM Playbook
The HCM Playbook will be an evolving document provided
to each client during the service transition process, and
updated throughout the life of the partnership. HCM
Playbooks will be used by Client Account Executives
(CAE) to ensure ADP is aligned with the client, has set
appropriate expectations about processes and solutions
measured against the client’s critical business issues, and
help clients become ADP promoters.
The HCM Playbook itself will provide information to clients
on their account structure, processes, and self-help tools

4. ADP AND THE ADP LOGO ARE REGISTERED TRADEMARKS OF ADP, LLC.
ADP – A MORE HUMAN RESOURCE. IS A SERVICE MARK OF ADP, LLC. COPYRIGHT © 2015 ADP, LLC.
ADP is proud to be an innovative, forward-thinking organization. As part of our continued commitment
to providing the best technology for our clients and associates, we piloted a Diagnostic and Optimization
offering which allows us to measure clients’ performance within our systems, compare their performance
to standard benchmarks, and identify areas for improvement.
We will soon have the ability to proactively improve the client experience without the client logging
a complaint. In effect, we can address problems before the client even knows they exist. The HCM
Diagnostics and Optimization tool will make it possible for our associates to proactively assess client
systems and solutions, and ensure a seamless experience.
The ability to neutralize issues before they become a true problem will reduce the number of
service calls and enable associates to act as strategic partners with a focus on larger client goals.
HCM Diagnostics & Optimization
Hackett Advisory Program for ADP Vantage HCM®
The Hackett Group, Inc., a leading authority in
delivering HCM best practices and outcomes, has
signed an agreement with ADP that will add a
dedicated Hackett best practices advisory program
to the ADP Vantage HCM solution. The Hackett
partnership will help ADP redefine service for our
clients and accelerate our HCM expertise.
Traditionally, our definition of service has been
transactional in nature. Going forward, we will
continue to support our clients’ transactional needs,
but we will increasingly become more consultative,
helping our clients address HCM strategic challenges
and critical business issues, and deliver positive
business outcomes for their organizations.
By augmenting ADP Vantage HCM with
industry best practices from The Hackett
Group, clients will enhance their ability to
achieve business outcomes by better aligning
their HR services with their business strategy.
Multi-service ADP Vantage HCM clients now
have access to:
 ADP Vantage HCM -specific best practice
configuration guides and process flows
 HR performance metrics and best-practice
HCM research
 HCM subject matter experts

5. The strategic ADP PayForce upgrade initiative also streamlines the total number of active ADP technologies, which
allows us to focus our efforts and resources on the solutions that produce the greatest client benefit.
ADP PayForce clients will be upgraded to the new user experience, leveraging ADP’s Vantage HCM®
Platform.
The ADP PayForce upgrade is intended to help our clients improve the way they manage HR, payroll, and the
HCM experience. This strategic user experience and technology upgrade refreshes the HR/PR technology, giving
A new user interface will make it easy for clients to access the self-
help information and an updated search function will ensure that
clients will see the most relevant information.
 A more powerful system with access to enhanced HR and employee self-service capabilities
 An introduction to analytics
 Universal Import capabilities
 Improved user experience (UX)
 Access to ADP Document Cloud
 Elimination of the need for Java
 Accelerated upgrade process at no incremental cost
Technology: Introduce advanced technology tools to make it easier for
clients to access ADP service teams and efficiently resolve issues.
ADP will provide our clients with self-help
resources, offering the capability of pulling
basic information that meets their low-level
support needs. The goal of the self-help
offering is to reduce client service calls and
empower client organizations to solve minor
issues on their own. The client self-help
solution will save ADP associates significant
time each year resolving issues and will enable
ADP to assist client organizations on major
strategic goals and high-value conversations.
The client self-help offerings will include
product user guides, quick links to top
content, client calendars, online forms, cloud
storage, and more.
Giving clients the tools and resources that they need when they need them.
NAS Support Center – Client Self-Help

6. ADP AND THE ADP LOGO ARE REGISTERED TRADEMARKS OF ADP, LLC.
ADP – A MORE HUMAN RESOURCE. IS A SERVICE MARK OF ADP, LLC. COPYRIGHT © 2015 ADP, LLC.
The IVR system includes:
 One toll-free number
 Dynamic menus based on products and services
 Touch tone and spoken command options
 Direct routing to HCM Service Consultants
Siebel will act as our system of reference to integrate and optimize processes across multiple ADP services. This
will support clients by ensuring consistency, and make it easier for associates to access the information they need
at any time. Additionally, Siebel will be used as the hub for ADP’s new Interactive Voice Response service.
ADP is developing Interactive Voice Response (IVR)
solutions for our clients to continue improving their
experience in issue resolution. The IVR system will
provide clients with one toll-free number with a set of
interactive messages and options that enable them to
reach the correct HCM Service Consultant on their first
call, increasing the efficiency of our client interaction.
Currently, Siebel is used across 50% of ADP services and solutions. In order to maximize efficiency and
effectiveness, our relationship with Siebel is being optimized and improved in a variety of ways that will benefit
clients and associates alike. Goals for the Siebel optimization include:
 Standardizing processes  Developing adherence strategies  Automated auditing  Analytics
ClientAssociate