jack henry & associates, inc. outlink processing servicesoutlink processing services presented...

© 2016 Jack Henry & Associates, Inc.®1 © 2016 Jack Henry & Associates, Inc.®

OutLink Processing ServicesPresented by

Brad Lane, Director of Operations

Credit Union Processing

Jack Henry & Associates, Inc.®

© 2016 Jack Henry & Associates, Inc.®2

Legal Disclaimer: Dates contained in this document are

provided as estimates only and can be changed at any time

at the sole discretion of Jack Henry & Associates, Inc. This

information may not be incorporated into any contract and

should not be relied upon in making purchasing decisions.HANK YO FOR THE

OPPORTUNITY TO

SHARE JHA’S STORY


Agenda Topics

• About OutLink

− Lenexa Cruise Data Center

• Customer Service

• Disaster Avoidance Concepts

• Summary

• Discussion


About OutLink

In the outsourcing business since 1995


OutLink Overview• OutLink is our outsourcing business.

• We process for:

− 801 financial institutions which represent $325B in assets.

− 66 banks and 4 credit unions with over $1B in assets.

• OutLink consists of:

− Three core processing centers

− Three print centers

− Four check image keying and balancing centers

328 348 364 387 409 427 473 514 539 557 568 577 604 611 6130 2 8

31 3748

5157

66 88 106127

163 168 188

0

200

400

600

800

1000

2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016

Banking Clients CU Clients

− An enterprise content management center

− jhaCall Center™


OutLink Locations

OPS

OPS Item Processing OPS Core and more OPS Synergy Express

OPS

OPS

OPS

OPS

OPS

OPS

OPS


OutLink Overview

• OutLink is simply a different delivery method for our products.

• Our OutLink customers:− Have the ability to utilize the same features and products as in-house

customers.

− Receive full product support for federal regulatory changes, and for industry-driven services and features.

− Work with the same support personnel that our in-house customers utilize.

− Receive the same levels of superior service that define our Company.

− Are processed on the same version our in-house banks utilize.

− Can use a third party provider for services we do not offer.


OutLink Advantages

• We are your data center! We allow you to focus on the business you know best – the business of banking.

− We provide you with the ability to deliver technology solutions to your customers.

− We manage regulatory compliance.

− We manage disaster recovery.

− We enable a predictable cost model for budgeting.

− We offer a single point of technology focus.


OutLink Advantages

• We take total responsibility for all computer

operations activities.

• At the same time, you have full control over products,

cycles, and user security and management.


OutLink Best Practices

• Formalized policies and procedures across all operations.

• SSAE16 Type 2 examinations

− A “Big Four” external audit firm conducts annual review of all core

applications and core processing sites.

− This report is provided as part of our service to JHA customers.

• FFIEC joint regulatory team reviews OutLink annually with

complete examinations on eighteen month cycles.

• JHA Internal Audit reviews every processing site annually.


OutLink Core Data Centers

• Three Core Processing Centers− Allen - Silverlake

− Charlotte - CIF 20/20

− Lenexa • Core Director

• Cruise

• Episys

• Recovery Site− Branson

• 801 customers live − SilverLake: 227

− CIF 20/20: 332

− Core Director: 54

− Cruise: 71

− Episys: 117

0

100

200

300

400

500

600

700

800

900

Banks Credit Unions


Why do financial institutions outsource?

Financial Institution’s comments who have moved to OutLink:

• “Outsourcing helps us manage costs and avoid surprises…”

• “Outsourcing helps us do a better job of managing compliance…”

• “Replacing staff has become a non-event for our institution…”

• “We no longer worry about providing our own core disaster recovery…”

• “We now have much more time to focus on building our business…”


“In to Out” Migrations

BanksCredit Unions

1119

2518 21

15

27

2625

2525 32

0

10

20

30

40

50

60

2011 2012 2013 2014 2015 2016


Lenexa Cruise Data Center


Lenexa Cruise Data Center

• Over 218,000 accounts processed nightly

• 99.99% online availability

• Outstanding system availability – stable and

consistent

• IBM HX5 Blades with virtualized ESX servers

• OpCon and Tivoli Automation

• Redundant communications and power

capabilities


Lenexa EASE Data Center

Redundant Power

A 300 KVA Powerware Uninterruptible Power Supply

(UPS) systems and two 750KW Caterpillar Diesel

Generators have been installed and provide

continuous power conditioning and backup power

Fire Detection Equipment

Cross-zoned smoke detectors are located on the

ceiling and below the floor of the computer room. If

activated, the smoke alarm automatically engages the

building alarm system, which is directly connected to

the local fire department


Environment Management

• Critical systems are monitored around the

clock!

• These systems include:

− PassPort, NetTeller, jXchange, and

InTouch … plus 12 other critical systems

• Messages are delivered to our support staff

by email or text.

To: 972-555-5555

ATXP03 Job has a Message Wait

status.

Date: 6/25/2013 3:06:58 AM


Environment Management

Performance Monitoring and Capacity Planning help us provide

consistent delivery and great stability – 7x24x365


OutLink Client Portal


Customer Service


OutLink Support Experience

• OutLink enhances your complete support experience– You contact JHA through a voice line or through the Client Portal.

− JHA Support Departments provide software support.

− OutLink Data Centers provide assistance with operational issues and scheduling.

− CRM (customer relationship manager) facilitates “getting things done” within JHA – they are your advocate for your financial institution.

− Over 345 associates in OutLink “run your business” and we leverage our entire company to support your ongoing needs and your future goals

“OUR BIGGEST DIFFERENTIATOR IS SERVICE…”


OutLink Communication

• Extensive communications to our clients– Proactive communication of special events

− Scheduled down time notifications – 30 days in advance

− Extensive Monthly Performance Statistics provided on-line

− Real time alerts to programming fixes and special releases

− Service Alerts advising you of any unusual events

− Hourly updates during system outages

− Toll-free number to call at any time during a processing “event”

• The OutLink Connection− WEB-based door to your data center

• Monthly Performance Reporting

• Quarterly OutLink Newsletter

• Quarterly Regulatory Newsletter


OutLink Quarterly Newsletter


OutLink Service Alerts

• Service Alert Notifications– Timely Notification of a Service Interruption

− Fifteen minutes after we experience an unplanned customer

impacting event or outage.

− Updates provided at one hour intervals until service is restored.

− Color-coded messages sent to all “opt-in” customers – stop-lighted

(red, yellow, green) to indicate severity.

− An Incident Report will be provided within 48 hours of service

resumption for an unplanned outage.


OutLink Service Alerts

Mon 9/16/2013 1:49 PM

Service Level Announcements

Green Alert – JHA OutLink SA: OutLink Print Center Notification – End of Year Forms


OutLink Monthly Performance Reports


Disaster Avoidance Concepts


These picturesque foothills hide a little secret


It resides in a Mountain…


“The Mountain”

Built into the side of a mountain that was originally a 2

million square foot dolomite mine.

Over 150 feet below ground; enclosed under a

dolomite dome and two layers of granite-like rock

None of the water or air quality issues normally

associated with underground facilities.

Impervious to most natural disasters –

Hurricane/flood/tornado-proof – rated to withstand

winds up to 1000 mph



• As a Company, we cannot prevent a natural disaster.

• However, we can greatly reduce the impact felt by our

customers and our Associates if a disaster does occur.

− We utilize technology to reduce the level of human involvement

within our data systems management.

− Our technology and processes have evolved to become

increasingly disaster tolerant.


The Environment

Two separate electrical transmission feeds from different sources – with recent addition of its own power station

Site is heated and cooled by 165 Geo-Thermal wells

Water and sewer are also self contained

All Communications carriers are required to have two separate incoming Fiber paths into the Mountain

Lock and Bio Security on all data centers and key entry points

Top of the line fire suppression systems


We have a world class datacenter there!


We’ve got plenty of room to expand


It’s hard to image the scale


Geothermal Heating and Cooling System


Branson Site – Finished Floor Space



• We have moved to a Primary-Stand-by model.− Two geographically disparate locations are synchronized “near real-time”.

− Hardware is the same in both locations.

− We utilize SAN replication and/or software replication.

− All applications and associated data required for production exist on active media within both environments.

• Tape Backup− We have largely eliminated tape backup as a required component for production

data restoration.

• Disaster Avoidance “Testing”− Consists of reversing the replication between the two sites.

− We then run in production for an extended period of time.

− The “ultimate test” of disaster recovery.


Current Data Processing Operations

DP DA

DP 1

Branson

Core Director DP 2 CIF 20/20 DP 3 SilverLake

Data Replication

DP DR

DP 1

DP 3

DP 2


Summary

• We are the foremost provider of outsourcing services to the financial industry in America.

• We are not “just” a service provider; we are a business partner to your institution.

• We don’t just talk about great service – we deliver it.

• And we do it all the way it should be done…Consistently, Effectively, and Soundly.


Discussion

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