Situation
• Client was in 8-year outsourcing contract for Help Desk,
Application Support and all Telecom services (voice, data, specialty)
• Provider failed benchmarks that contractually allowed
re-evaluation of the relationship
• Variable (IMACs, T&M) costs were higher than agreed
upon thresholds
• Client organization stood behind the curve in technology
adoption and technical refresh
• No synergies existed between various support organizations
Engagement
• Assessed pertinent contract areas – Telecom ($25MM
/ year)
• Developed options for client:
1. Create RFP for new provider
2. Re-negotiate current contract
3. In-source services
4. Utilize Hybrid Source
|
•
Assisted in option selection process and solution design including
business case
• Led execution of the Hybrid Sourcing Solution (outsourced
NOC, in-sourced all other functions)
Results
• Annual savings of $5 million
• Improved alignment with operations and various operating
companies
• Improved integration between architecture/design, operations
and field support
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