| CO SA&SF Transition-In Requirements | What?
(Criteria) | By When? | Where?
( specific location requirement) | Who?
(persons that need to sign off, prior to acceptance) |
| --- | --- | --- | --- | --- |
| Onboarding of management layer | To have all team leaders , supervisors and managers deployed based on the agreed ratio, and agreed organization structure
- Achieve the agreed segmented structure and operations (dedicated agents) | Immediate after commencement of Transition | Based on the operational sites (On shore and off shore) | Head SASF
Transition Manager |
| Data Collection and Documentation | -Collection and documentation all LOB policies, processes, work instructions, and training materials , findings , analysis , learnings, and other matters agreed with EITC team.
-Establish central repository system accessible by EITC.
-Develop and document missing processes | 1 week from commencement of Transition | Based on the operational sites (On shore and off shore) | Head SASF
Transition Manager |
| Resource Readiness | To have all resources on board (ready to deliver Services) and aligned by EITC management & EITC WFM
For onshore resources, all valid employment documentation available | 15th June 2025 | Based on the operational sites (On shore and off shore) | Head SASF
Transition Manager |
| Reporting system | 1. To have all reporting requirements closed and criteria is aligned with EITC performance management team.
- Live dashboards are operational
- All SLAs are measurable, reportable and aligned with EITC performance management team | 15th May 2025 | Based on the operational sites (On shore and off shore) | Head SASF
Transition Manager |
| Performance management | 1. To achieve all SLAs and stable for last 2 consecutive weeks
- All SC calculations and measurement mechanism aligned with EITC | 15th May 2025 to 15th June 2025 | Onsite - Dubai | Head SASF
Transition Manager |
| Tools | To have all the tools highlighted part of the technical proposal operational and extended to EITC operations, subject to agreed exceptions with EITC management team | 15th June 2025 | Onsite - Dubai | Head SASF
Transition Manager |
| Governance Structure | Align the Governance model and structure with EITC management | Appendix 1 of Schedule 7 | Based on the operational sites (On shore and off shore) | Head SASF
Transition Manager |
| Facilities (sites, locations, fleet management, warehouse, etc.) | To have the agreed facilities and fleet ready, operational and accepted by EITC management (buildings, location, layout, branding, PCs , phones , EITC corporate extended , headsets , fleet, access to our applications such as CRM & BSCS and EMS) | 15th June 2025 | Based on the operational sites (On shore and off shore) | Head SASF
Transition Manager |
| TSRM compliance | Actual security compliance in alignment with security schedule
UAM process onboarding for target applications in SASF scope
User/Profile details for target SASF applications in scope
ODC design finalization as per EITC security blueprints and guidelines
RACI finalization for security liaison officer
Signoff by TSRM of current state assessment from security perspective
Actual BCP plan in alignment with Schedule 14. Complete Tool and/or site integration
BCM DR plans details need to be signed off by TSRM
| Schedule 10 and Schedule 14 | Based on the operational sites (On shore and off shore) | Head SASF
Transition Manager |
| IT Readiness | To have all PCs/machines connected to EITC in vendor sites compliant with our IT standards and requirements. | 15th June 2025 | Based on the operational sites (On shore and off shore) | Head SASF
Transition Manager |
| Network Connectivity to Operational sites | To have all network connectivity established, tested and Operationalized. Approved by both parties. | 15th June 2025 | Based on the operational sites (On shore and off shore) | Head SASF
Transition Manager |
| HR compliance (training , recruitment, etc) | Approved and authenticated training approach and Train the Trainor system | Schedule 8 | Based on the operational sites (On shore and off shore) | Head SASF
Transition Manager |
| Quality Readiness | To have all Quality Analysts , supervisors and managers deployed based on the agreed ratio, and agreed organization structure and methodology | 15th June 2025 | Based on the operational sites (On shore and off shore) | Head SASF
Transition Manager |
| Final Acceptance of Transition In | | | | Head of SASF |
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