Implementation Support

Finding new and better ways of working and identifying how Information and Communications and Technology can best be used to support them are only the first stages in improving business performance. The critical step is to translate the strategic vision into real operational requirements and then to implement what is needed in the most efficient and effective way.

In some cases the requirement may be simply to purchase and implement a stand-alone system. In other cases the requirement may be more complex involving integration with existing systems and/or the procurement of multiple systems. In an increasing number of cases it involves specifying the full range of ICT service requirements to be outsourced through an external service provider as a managed service or via an ASP.

Traditional approaches to requirements specification have focused on identifying the required inputs. In other words the specification is presented in terms of the type of system or service required. Building on our experience, we have developed an approach based on specifying the outputs required from the system or service in terms of supporting the business processes within the organisation. It is then the responsibility of potential suppliers to demonstrate how their proposed solution would best meet these requirements.

We also have our own approach to developing contracts with systems and service suppliers. This is based on the positive concept of risk and reward sharing rather than the type of negative approach typified by penalty clauses for non-performance. The distinction is critical in providing the conditions where suppliers have a real incentive to provide the best possible performance rather than performing to the minimum level necessary to avoid penalties.

More recently we have also become directly involved in planning and delivery of a range of web-based services to meet specific client needs. These developments have focused on bringing together different members of particular communities through the creation of intelligent electronic forums to promote the targeted exchange of knowledge and a wide range of intermediation activities.

Services and Systems Specification

	What outputs will the systems or services need to provide in order to support current or future business processes?
	Do the proposed supplier solutions meet these needs in an efficient and effective way?
	Which is the best proposed solution?

ASPs, outsourcing and procurement support

	Would it be better to provide ICT services in-house or to outsource them as a managed service or via an ASP?
	Who are the most appropriate suppliers in the field and what do they have to offer?
	Where can we find information from customers about supplier performance on contracts already in place?

Contract specification, negotiation and management

	How can we agree a contract that provides everyone with incentives to perform well?
	What do we need to include in the fine print to make sure the contract runs smoothly?
	What procedures do we need to set up to ensure effective service performance monitoring and management?

Service development and operation

	What opportunities are there to achieve significant business improvements through the development of web-based services?
	How can these services be developed in a way that really enables new business models rather than just duplicating traditional ways of working?
	What are the major implementation issues and how can they best be addressed?