PerformanceNet Representative Experience With Performance-Based Contracting
PerformanceNet has provided IT Service Level Management services for government agencies, large systems integrators and large commercial customers. A representative sample of services provided by PerformanceNet's team include the following:
Large Telecom Company
PerformanceNet assisted Directory Group's executive management in the development of a comprehensive outsourcing arrangement. This included validating proposed financials, definition of services to be provided and development of the associated service levels including the Service Level Agreements (SLAs) as part of the Performance Management Program. The business based performance measurements utilized were based on technical data but measured against business impacts including reduction in workforce and financial management. All measurements were continuously monitored and tied to financial incentives/disincentives for the outsourcing vendor. The engagement enabled Directories Group to enter into an outsourcing arrangement where vendor performance could be measured and incentives/disincentive could be effectively applied.
Large Pharmaceuticals Corporation (Research Division)
PerformanceNet was engaged to develop performance measures that would enhance IT services to the Research Divisions user base. The measurements developed were focused on improvements in infrastructure support, help desk services, desktop support and application maintenance. The measurements were reported using the help desk systems and custom developed reporting. The key issues addressed included frequency and accuracy of data utilized to report measurements, reporting formats and level of detail, and tracking the distribution of information. The service level agreements developed were instrumental in improving the performance of research projects for new drugs.
Insurance Company
PerformanceNet helped the corporate CIO gain an objective view of the critical business needs, align IT investment to those needs and improve the delivery of IT services. Specifically, we:- Established business unit critical success factors
- Aligned IT goals and objectives with the business units
- Established the Key Performance Indicators (KPIs) and SLAs required to monitor and report IT performance
- Developed an automated IT Scorecard for communicating IT performance
- Developed a continuous performance improvement program
The resulting Performance Management Program enabled the CIO to relate better to his business unit peers, understand where IT was under-performing and what was required to improve service to the business units.
Large Telecom Company (IT Production Support)
PerformanceNet was hired by the VP of Applications Development to help improve the performance of the Production Support organization. This unit's level of productivity was not well known nor understood inside or outside of IT. The CIO wanted productivity and quality measures (SLAs) to better understand the performance level of this organization. In order to provide this capability we:- Clarified the functions of the Production Support organization
- Developed productivity level targets by function
- Measured the quality/maturity of current processes
- Realigned the organization to maximize process efficiency
- Established a set of overall metrics that measured both quality and productivity
- Automated performance tracking
The use of proactive measures provided continuous feedback on the unit's performance enabling significant improvements to occur. As a result, internal SLAs were established between the business operating units and the Applications Development organization enabling an overall improvement in quality.
Large Global Bank
PerformanceNet was engaged to assist the bank's Technology Council determine the key performance measures to run the Corporate IT function more effectively. The Technology Council was not certain what metrics were needed to monitor performance at the council level. We were engaged to:- Determined the critical metrics for the council to track performance
- Operationalized a plan previously developed for tracking cost reduction
- Established the Technology Council IT Scoreboard
- Selected and implemented an automated scoreboard system
- Trained bank personnel on the development of KPIs and SLAs.
The Technology Council automated scorecard extracted data from multiple systems spanning the North American and EMEA IT organizations enabling management to improve the performance of the Corporate IT function.
PerformanceNet provides these services using off-the-shelf software, deploying a reporting system of "dashboards" that allows the customer to monitor real-time performance and SLA compliance.
