Client Challenge
Our client was a Tier 2 Global Bank with a presence in 13 countries across the world and around 42,000 employees. As part of a contract review, the client asked TORI to review onshore and offshore application support and development services from a major Indian services vendor. This involved the support of over 150 applications by circa 1,000 resources. One year into the contract the client was concerned about the quality of the service delivery and the perceived value for money.
What We Did
- The overall service model including client capabilities
- A review of the vendor’s on and offshore development capability, including SDLC processes, agile approaches and delivery quality
- A deep-dive review of three key projects
- A review of the vendor’s on and offshore support capability, including processes, knowledge management and productivity plans
- A deep-dive review of support and project pricing, invoice comparison and a benchmark exercise
Outcome & Results
The output from the review included:
- Recommendations on changing the support model, including in-sourcing key functions
- Recommendations on how the support and development costs could be reduced with supporting evidence
- Recommendations on changing the end-to-end development project delivery approach to improve quality
- Recommendations on changes required with the current contract
