PCI has a mature Application Maintenance Outsourcing Methodology for projects in Decision Support Systems, E-Commerce/Web Technologies and ERP.

We have a well-defined and mature application maintenance process, which allows effective capture, reporting resolution of maintenance requests. This process supports a distributed delivery environment wherein work responsibilities can be effectively divided between the various organizations depending on the criticality of the requests. Each of these activities can be governed and monitored by SLA frame work:

• Requests management
• Management of incidents
• Processing of requests
• Work around
• Resolution
• Root cause analysis

Our application maintenance services deliver:

• Continuous improvements in quality of services
• Improve applications stability
• Reduce support costs thereby enabling more avenues to invest in our client’s business strategic IT initiatives

CSL and QPR measures:

• Application maintenance productivity
• Schedule compliance
• Maintenance scope management
• Budget adherence
• Project status
• Delivered product quality

Some of the highlights of our Application Maintenance practice include :

Tool based approach: PCI uses a combination of standard and proprietary tools. In addition, we have developed a number of in-house tools for effective project management and execution.

Online dashboards : As part of PCI’s Application Maintenance Outsourcing service offering, a web-based dashboard of detailed metrics, reflecting the status of different projects, as well as relationships is implemented. These Dashboards can be customized to meet individual Critical to Quality (CTQ) measurement needs of individual relationships

Knowledge management: PCI’s Application Maintenance Outsourcing service rests on the foundation of our knowledge repository. A Knowledge Management process and enterprise tools to provide access-using portals support the knowledge repository

Early offshore leverage: PCI has a unique changeover strategy, which enables us to bring in the offshore leverage at a very early stage. We also rely on offshore support to keep the PCI onsite presence to a minimum

Six Sigma techniques and methodology: This is used to bring in operational excellence and productivity improvements during the execution of projects

Delivering on committed service levels: PCI takes pride in managing a majority of its large Application Maintenance Outsourcing engagements using SLAs, and on a Fixed-Price basis.