Case Study Managed Services

Partnering to deliver enhanced service standards

The European Commission, Luxembourg, Europe

In brief

Challenge

  • Incumbent consortium was not providing the level of service required
  • Lack of service management and meaningful SLAs
  • Projects not delivered on time or within budget
  • Use of low cost offshore model resulted in high staff turnover and lack of continuity over multi-year contract
  • Security breaches a high risk factor

Solution

  • New consortium stabilised and progressively improved service levels
  • SLA based managed service over seven years engaging 100 FTEs
  • Governance and management processes/structure enhanced to innovate service over time
  • Sourcing done locally and near shore to provide quality and value
  • Security risks minimised

 

Background

The Directorate General for Informatics (DIGIT) is a shared service working across all departments of the European Commission.Based in Luxembourg and Brussels, it mission is to provide reliable, cost-effective and secure IT infrastructure as well asalign IT investments with business priorities, balancing risk with value for the Commission. It employs around 500 full time staff and about 1500 external consultants.OASIS II (Out-tasking of activities for systems and infrastructure services) is a major outsourced service contract running until 2024.

Challenge

The original OASIS I consortium was not providing the level of service or value for money required by the European Commission. Recurring issues included a poor quality of customer service, projects habitually being delivered late, multiple subcontracted parties not cooperating or taking responsibility, off-shore resources not being effectively used and a high turnover of on-shore consultants putting service security at risk. Not surprisingly, the contract was put out for competitive tender in 2017.

Solution

Halian successfully bid in a consortium that included Dimension Data (lead partner), Telindus and Arhs Cube. Following an intensive RFP process, the consortium was awarded the seven year contract with Halian taking a 30% share. The new contract is based on a full managed service model with KPIs & SLAs and Halian is responsible for the delivery across all key technology towers. Collectively, a management structure (horizontal and vertical) was set up and resources deployed in accordance with an agreed financial model. Weekly management meetings addressed key topics such the transition period, open positions, SLA performance and service challenges. Innovative solutions were identified as part of the consortium mandate such as building a virtual pipeline for “just in time” resource and project needs as well as fast track and streamlining security vetting and sourcing from near shore locations.

Outcome

The Oasis II contract is currently in a fully managed service mode with green lights on all major SLA measures.Customer satisfaction levels have been restored and new projects are being delivered on time and within budget.Planning to transform the data center infrastructure is well underway and a clear vision for future deployments established.Resource management is now stabilised with a strong base of technical capability within the service. Staff attrition has been managed to acceptable levels and team morale is now positive.

“The European Commission want a consortium solution that can provide reliable, cost-effective and secure outsourced IT services that align their IT investments with business priorities and deliver business value for the Institution. That is what Halian, alongside its partners, does best.”

Cyrille Gobert, Belux Managing Director, Halian