Offshore Development BPO
Experian started out with "on-shore" developers located primarily in the Los Angeles basin, which has a high cost of living. When the credit industry started moving offshore, Experian initially resisted this trend and tried to maintain their development teams "on-shore". Their primary concerns with off-shore sourcing were existing employee moral and information security; however, the cost of development was significantly higher with this approach. Eventually, as competitors realized lower costs through off-shore models, Experian changed directions and started to consume off-shore development services. From an Information Security perspective we needed to develop a service that supported the business needs and managed risk appropriately.
People: The project quickly ramp up to several hundred developers and included Tata and Cognizant as partners. The project team within Experian consisted of a cross-functional team of developers and engineers focused on building a Citrix remote-desktop approach. This approach allowed Experian to quickly add new development partners while giving them virtual access to all the necessary resources they needed to begin development.
Impact: Within one year, we had sourced significant development projects off-shore. As Experian continued to grow rapidly the team scaled this service to several times the original deployment size.
My Role: I conceived and helped design the service that used a "walled-garden" approach where developers could reach into Experian for development and quickly access all the resources they needed while keeping risk down. In addition to this I led the Risk Assessment, and managed the Information Security risk throughout the initial deployment of the service.
Employer: Experian, Inc. (Subsidary of Experian PLC)