Client Challenge
One of UK’s largest independent Insurance Brokers needed to review its Contractual Obligations and Service Level Agreements to verify and compare Service Delivery against actual performance.
The focus was to assess the current and historic performance through their Supplier Relationship Management “SRM” Framework, including assessing if supplier relationships were being proactively managed and delivering value.
The client engaged TORI to undertake a current state assessment incorporating:
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A review of supplier activities and accountabilities for the service integration and management of the IT estate
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A current state analysis of contracts and actual service performance
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An end-to-end review of the contract and existing Management Information, (aligned to the existing SLAs/KPIs) establishing gaps and issues against the obligations of the service provider
What We Did
Reviewed Contract & Service Management
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Reviewing the service level agreements and key performance indicators to validate their accuracy and adherence to obligations
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Reviewed Incident & Problem Management
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Audit the accuracy and timeliness of supplier management problems, incidents and change
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Reviewing historic service performance and effectiveness of the current process
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Met with vendors to understand and agree their capabilities and ongoing improvement plans
Created a structured report for the client containing:
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Contract & Service Management Review
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Impact Assessment for Developing the Service Model with an Investment Justifications Report
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Outcome & Results
The project delivered:
- A full breakdown of contractual obligations that should be monitored with medium-term recommendations including: new performance indicators and information required
- Recommendations for further contract and service negotiations with the supplier
- Recommendations for future supplier selection and internal options
The client used the TORI report to:
- Drive service improvement planning with the supplier to support tangible improvements in performance (an improvement of 25% in Service delivery benefits)
- Update business cases for internal programmes of work based on investment justifications identified in the report
- Developed board proposals for strategic development of the service and future supplier selection
