With the impending end of an existing Service Desk contract and no clearly defined end user strategy, This Partners was engaged to design, workshop and articulate the bank's end user IT strategy. In support of our client we clearly articulated six strategic objectives; standardisation, simplicity & efficiency, optimised vendor strategy, enabling change, turning data in to actionable insights and at the core, end to end ownership. Equipped with the agreed strategy, This Partners was then asked to drive the overall sourcing programme - including market engagement, for global service desk operations in support of 320k users.
With collaboration and competition at its heart, we leveraged our VECTOR sourcing approach, understanding, challenging and documenting requirements / scope, communicating with key stakeholders and running supplier briefing sessions during which we clearly articulated the client's vision, strategy and objectives. Post-session, each supplier received a Supplier Information Pack which contained pertinent information allowing the solutioning process to commence immediately, a process which This Partners supports with a robust, responsive Q&A mechanism, allowing answers and facts to replace what often amount to costly supplier assumptions. Supplier proposal presentations and collaboration sessions followed, enabling comprehensive proposals to be developed and a preferred vendor to be chosen. The preferred vendor then engaged in numerous "deep dive" sessions to assure the solution and in particular, deliver the key obligations regarding end to end ticket ownership.
The outcome –a deeper relationship that enablied an enhanced customer experience to be delivered.