Case study Managed Services Partnering to deliver enhanced service standards The European Commission, Luxembourg, Europe In brief Challenge • Incumbent consortium was not providing the level of service required • Lack of service management and meaningful SLAs • Projects not delivered on time or within budget • Use of low cost offshore model resulted in high staff turnover and lack of continuity over multi-year contract • Security breaches a high risk factor Solution • New consortium stabilised and progressively improved service levels • SLA based managed service over seven years engaging 100 FTEs • Governance and management processes/structure enhanced to innovate service over time • Sourcing done locally and near shore to provide quality and value • Security risks minimised Cas

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