Published in the Service Management Paper of May 27th, 2015

Imagine a large government agency realizing it was incapable of keeping up with technology change, and that believed it could be much more effective in fulfilling its mission if it installed more “leading edge” technology. Outsourcing seemed the fastest way to resolve the problem. Agency executives determined that the service provider should also enforce standards across the whole of the agency’s distributed computing operations, to cut costs and improve service.

However, less than six months into the contract, problems became very apparent. The agency hadn’t set up governance mechanisms to enforce compliance with the outsourcing contract. Less than a year into the contract, the agency began negotiations to completely restructure its agreement, and it started the arduous process of establishing a sourcing governance model to ensure that the new contract would be fully utilized.

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