ICT Commercial Options Analysis
Following concerns about internal ICT service delivery (provided by an external third-party provider), Elevate Management Consulting (Elevate) assisted a State Government Department with a commercial options analysis that considered alternative technology service provision models for the State Government Department to improve service outcomes for internal stakeholders.
Service
Industry
The State Government Department’s internal technology service provision was not meeting expected standards in the following ways:
- Slow system response times which were affecting staff efficiency
- Failing device longevity due to consistent issues with device battery life
- Consistent issues with internal internet connection which affected staff efficiency, effectiveness and collaboration
- Sub-optimal support provided by an external help desk.
As a result of these challenges, the State Government Department sought to transition away from external support and develop in-house capability.
Elevate delivered a commercial options analysis and report that explored in-house and externally provided technology service models. The analysis phase included numerous workshops and a survey to staff which explored user needs and requirements including current device usage, current service satisfaction levels, and desired improvements to hardware and connectivity outcomes.
The final report delivered by Elevate provided recommendations on the preferred service option, including a financial model that compared the cost implications of each option to inform decision-making. This was coupled with additional transition recommendations on timeframes and implementation priorities, along with the development of a Transition Program Management Plan to manage the shift to in-house technology support and services.
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