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Helping A Global Utility Improve Outcomes On Outsource Contracts

Wednesday 05 July, 2017

Client Challenge

The client, a global utility organisation, required support around negotiating the extension of IT Infrastructure Service Contracts. The client wanted a detailed approach and negotiation methodology suitable to deliver the desired outcomes in time and quality.

The activity involved renegotiating with incumbent suppliers. This brought challenges such as the lack of commercial leverage with the suppliers that is prevalent in non-competitive negotiations.

This, when combined with the client’s requirements to implement enhancements and changes to services, could have put the customer at a significant disadvantage.


Coeus worked with the client to develop the programme structure and project charters based upon our proven methodology tailored to the client requirements. To support this challenging environment, a Programme Office was established to supplement the team and administer / coordinate all programme management.

We defined roles and responsibilities for all the stakeholders across both Business and IT and developed a communication plan for the programme, including an explanation of the IT outsource strategy and a 5-year roadmap.

The project office applied programme governance with appropriate escalation controls and Implemented financial control and management. Coeus applied industry standard governance approaches to ensure that one single RAID Register was developed and managed pro-activity.

Coeus ensured that they establish cross-programme performance reporting.


Coeus ensured a successful outcome by creating a PMO team to meet the needs of the client and to produce the deliverables required.

We set up appropriate governance for the customer which set standards but did not overburden the delivery teams.

Coeus also supported the programme management team by using appropriate senior experienced members for team management and creation of collateral

Finally, we supplemented the team to include other resources such as communication and planning members as required, to sell the programme to the business and plan the change resulting from it.