BBC Case study Best Practice
-
Upload
illana-michael -
Category
Documents
-
view
27 -
download
0
description
Transcript of BBC Case study Best Practice
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 1
BBC Case studyBest Practice
James Milner
04/07/2013
V1.0
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 2
BBC Case study
• Outsourcing UK Public Sector• BBC • Common concerns• The golden nuggets
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 3
2007 2012 2015
£10bn£20bn
£100bnPublic Sector outsourcing contracts are set to reach £100bn* by 2015*Analysts – Cantor Fitzgerald 2013
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 4
“Nearly 50% of outsourced projects fail outright, or fail to meet expectations”Aberdeen Group
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 5
25million households£3.8bn revenues£150m collections costs12m phone calls2nd largest prosecutor in UK47 different ways to pay2000 employees
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 6
Outsource or in-house?
How do we contract for an unknown future?
What skills will the team need?
How do we negotiate with FTSE 100 companies?
Will bidders understand our issues?
How do I convince my boss?
Public Sector outcomes vs Private Sector goals
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 7
Get FitClearly articulate requirementsMeet the market
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 8
Incentivise outcomes
Unambiguous and Measurable
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 9
Risk is best managed by party with most influence
Reward appropriate
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 10
Retain experts in-house
Build sustainable governance and structures
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 11
Flexible and future proof
Retain a Plan B at all times
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 12
Ensure service is fit for outsourcing
Invest time articulating requirements
Incentivise to achieve business outcomes
Risk is best managed by the party with the most influence
Rewards are appropriate and aligned with objectives
Outcomes are clear, unambiguous and measurable
Retain expert knowledge
Ensure contract is flexible and future proofed
Build sustainable governance and structures
Maintain a plan B at all times
Complex outsourcing Solved
© Ember PSS, 2013 In commercial confidence Page 13
£220m cost savingOn target for £120m extra revenue Complaints reducedReputation enhancedLong term partnership securedRecognised by CEO of supplier as the future of BPO deals