Utilities IT Performance Improvement

What was the problem?

The supply contract was coming up for renewal and this coincided with the appointment of a new senior management team and a sharp decline in the vendor’s perceived performance.

The new management team cancelled the contract signing and told the vendor to significantly improve service and prepare to exit.

The Hanya way. . .

We created tough open dialogue and joint working.
We facilitated a series of rapid interventions that stabilised the service delivery issues and implemented our approach to build alignment, collaboration, and outcome management. Through this the client and vendor agreed a joint plan of attack to build medium and long term improvement.

And the Results…?

Real trust and actions emerged.

Immediate stability to the production service resulting in (an 21% improvement in key service metrics).
The renewal was signed giving a value of over £75M to the vendor. The relationship was sustained and the vendor ended up being the preferred candidate across a range of IT activities.
An increase in Client Satisfaction of 25%.
The new performance management framework was extended to all of the client’s suppliers to manage service and change across all of the client’s IT activities.
Trust was built across the senior stakeholders.