1. The ability of a provider to offer seamless collaboration with their clients to understand, empathize and solve client’s business problems

Understanding of client business

Ability to identify technology solutions that can solve clients business problems

Service provider's responsiveness

Willingness to take ownership of issues that are important to the client

Effectiveness in working with other suppliers in client ecosystem

 

2. The ability of a provider to demonstrate capabilities in action towards delivering client value

Ability to deliver a seamless transition

Ability to meet client's delivery expectations

Performance against agreed SLA’s

Proactive delivery of continuous improvement

Fulfillment of its role as a service provider

 

3. Reflection of how well a provider offers translates its industry and technical know-how to solve unique business mandates for their clients

Ability to leverage broader experience and apply to client organization

Ability to solve important business problems through innovation

Extent to which provider has successfully executed innovation within client organization

Extent to which provider drives innovation conversations

Ability to provide value beyond scope

 

4. Preparedness and implementation of how well a provider manages the governance of the services during the overall client engagement

Effectiveness of the governance framework

Quality of performance reporting

Effectiveness of the risk management framework

Effectiveness of change management

Willingness to report on non-compliance and offer solutions

 

5. The aptitude, passion and attitude of service provider personnel that delivers the services to clients

Ability to provide access to subject matter experts

Capability of the provider personnel client interacts with

Extent to which provider personnel work as part of client team

Extent to which provider personnel align with client organization’s culture

Ease of working with provider personnel

1. How well did the provider?

Socialize the idea within client's business

Build executive awareness and support

Identify the target business processes

Demonstrate a functional (demo) model 

Identify the required process, people and technology changes

Build comprehensive risk registers

Provide skilled and capable team members

Create an easy working relationship with client's team

Ensure the Provider team aligned with client's business’ culture

Design an effective governance plan

Identify the likely return on investment

Design success measurement criteria

Validate business requirements from stakeholders from across client's business 

Identify opportunities for process disruption

Consider opportunities for expansion beyond the initial scope

 

2. How well did the provider?

Assist in establishing a business case

Build targeted business solutions

Build and implemented prototypes

Build a comprehensive change management plan

Design effective risk management processes

Execute small scale implementation

Provide skilled and capable team members

Create an easy working relationship with your team

Ensure the Provider team aligned with your business’ culture

Implement an effective governance plan

Measure return on investment

Implement a monitoring and reporting framework

Identify improvement initiatives for the prototype(s)

Validate organization wide requirements

Develop a roadmap for optimization and innovation

 

3. How well did the provider?

Design an enterprise wide solution

Identify implementation partners

Design an effective enterprise wide rollout plan

Implement effective change management

Implement effective risk management

Execute large scale implementation

Provide skilled and capable team members

Create an easy working relationship with client team

Ensure the Provider team aligned with client business’ culture

Adhere to, and refined where necessary, the governance framework

Demonstrate large scale business outcomes

Implement business level SLAs

Establish a program of continuous improvement initiatives

Share industry best practice

Inspire client to explore other potential applications within client business