FNF India’s technology environment includes 100+45 Mbps MPLS | 64+40 Mbps Internet | n+1 redundancy.
Structured routing. With MPLS, FNF India handles WAN routing, which lends itself to streamlined processing, greater security, and improved network control.
Any-to-any connectivity. MPLS makes it easy for FNF India to interconnect sites and manage traffic patterns tied to Citrix, Web and application access. Multiple technologies converge into a single Internet Protocol network, extending the FNF India network to more business entities and expanding services to more network users.
Built-in support for Quality of Service (QoS). MPLS services feature multiple levels of QoS, allowing users to specify latency, jitter and packet loss minimum thresholds for each type of traffic (voice, video, email, bulk file transfers, etc.).
This means that, for example, the MPLS network treats latency- sensitive traffic, like voice and video, preferentially over less-sensitive traffic, and allows for the establishment of data-transporting priorities.
Service-level agreements (SLAs) with delivery guarantees. MPLS comes with guarantees from the carrier with respect to installation times and availability, enabling FNF India to provide better performance, reliability and efficiency.
Security. MPLS allows packet filtering at firewalls and requires examination of packet contents, including IP headers.
FNF India has the capability of managing pre-authorized user access to partner systems.
By managing User Provisioning, FNF India is able to relieve its partners of the burden of administering FNF India user access rights to platforms and applications required to perform business process functions.
FNF India User Provisioning is integrated with Active Directory and is used to accommodate FNF India's user access requests, authorization and provisioning.
Actions are logged and compliant with partners’ authorization guidelines. FNF India User Provisioning is also conducive to audits, as access can be tracked to internal applications, email and OCS, even if hosted within a partner’s environment.
Access is role-based, and can easily be removed when an FNF India employee leaves the organization or is reassigned. User access is managed by FNF India throughout the life cycle of the partner engagement, providing timely and sanctioned access to data and applications.
The backbone of FNF India's operation is the IT infrastructure and the information security controls that support the business. Regularly scheduled audits provide assurance of the integrity of these management controls.
FNF India operates out of three facilities in Bangalore, India, with physical security, access controls and video surveillance in support of multi-shift operations. FNF India is compliant with International Organization for Standardization (ISO) 27001-2013 and SOC2-certified. With the upgrade from ISO 27001:2005, FNF India is now certified to the most current standard.
The ISO 27001-2013 certification specifies that FNF India’s information security management system (ISMS) is under explicit management control with respect to security policy,
organization of information security, asset management, human resources security, physical and environmental security, communications and operations management, access control, Information systems acquisition, development and maintenance, Information security incident management and business continuity management, and compliant with information security policies, standards, laws and regulations.
The purpose of a SOC 2 audit is to evaluate an organization’s information systems relative to security, availability, processing integrity, confidentiality and privacy. An independent audit was conducted to review, and attest to the design and operating effectiveness of FNF India’s controls as they relate to security and availability put forth by the American Institute of Certified Public Accountants (AICPA).
The Business Continuity Program at FNF India is an ongoing process, not merely a project. It is part of the company's culture and is supported by the highest levels of management. The plan is documented and reviewed on a regular basis.
FNF India’s business recovery methodology encompasses a five-stage plan - Response, Relocation, Recovery, Resumption and Return. The teams follow a standardized approach that determines how best to respond to a business interruption and resume operations.
The three Bangalore-based production centers are located within a 10-mile radius to support FNF India’s business continuity plan. Each production center is equipped with MPLS linked to the FNF Corporate network, and with two secondary ISP data links
supporting multi-path routing through a Transatlantic and Transpacific path to take load from MPLS.
The Disaster Recovery Program at FNF India has four components, including Business Recovery, Technology Recovery, Audit and Compliance, and Training and Awareness. Business Recovery accounts for operational and financial impacts and tests ‘maximum allowable downtime’ and ‘recovery time objectives' (RTO) on a periodic schedule. Technology Recovery tests data center and application recovery objectives. Audit & Compliance provides internal auditing of plans and testing against compliance standards. Training and Awareness transfers knowledge to management and is integrated into employees’ performance plans.
FNF India has more than ten-years of experience facilitating business process outsourcing (BPO) implementations. Whether it is an entirely new offshore venture, or an expansion of services beyond what has already been offshored, FNF India deploys a systematic approach to quickly transition services and deliver sustainable results to our valued business partners.
FNF India commences every engagement with preliminary due diligence to assess the process, projected volumes, head count requirements and technology. These insights, along with a time and motion study by FNF India, drive pricing and the scope that is documented in a statement of work. Thereafter, FNF India quickly builds the processing team, schedules training and addresses network connectivity and user provisioning in consultation with our partner.
Typically, a train-the-trainer approach is adopted to transfer knowledge, which in turn is delivered by a certified FNF India lead to the India-based team. Recorded WebEx training suffices in some cases, particularly if the business partner already has a relationship with FNF India. Training manuals, process flows and standard operating procedures are jointly developed, and orders then processed and monitored for quality before going live.
From the time the business decides to move forward with FNF India, the typical implementation runs 30-days for an existing relationship, and 60- to 90-days when commencing a new business partner relationship.
Financial synergies, or cost savings, provide but one measure of value creation. FNF India strives to deliver services with greater efficiency and at a lower cost than a partner could accomplish on its own, or in conjunction with an independent outsourcer. Through the test of time these savings have been demonstrated across the board.
Service level standards typically include productivity, turnaround time, quality and team utilization, among other variables.
Performance is also demonstrated via consistency and predictability in service delivery. These deliverables are aided by FNF India’s business insight, domain knowledge, adaptability, innovation and commitment to continuous process improvement.