Post on 09-Nov-2015
description
Making it Official:
Turning Vendors into Partners2015 ARIZONA TECHNOLOGY SUMMIT
Your Guides
for Today
DeWet DuPlooy, PresidentBusiness and Decisions
Gary Hensley, CEIOState of Arizona, ADOA-ASET
Rob Lloyd, CIOCity of Avondale
Sale v.
RelationshipThe Difference
Commodity Purchase or High-Value Solution?
Known Good/Service or Need On-Going Expertise?
Both Good for the Right Use
Businesses Build Differently
Partner Relationships Require Thoughtful Contracts
Keys Partnership Key to Success in Projects and Technology
Shifts Help Absorb New Knowledge and Skills
Must Mean Success for Both
Checks-and-Balances Essential for Procurement and IT
Staffs Trust Less Value
Supportive Contracts = Clear Outcomes + Payments
Tied to Working Deliverables
Requires Strong Communication and Commitment ON
BOTH SIDES
Evolving to
Partnership
Story:
Business & Decision at a Glance
Good fences make good neighbors
Approach to a successful partnership
Business and
Decision
6B&D at a Glance
22+ years providing government services and solutions as a system integrator
Stable organization
Global strength
9 years providing services to the State of Arizona agencies
Comprehensive resource strength
7Governance Model Good Fences make Good Neighbors
Agency
Project Manager
B&D
Project Manager / Lead
STEERING COMMITTEEMeet: Quarterly
Program direction Review adherence to SLAs Review performance on key
metrics
Review roadmap / directionB&D
Executive
Agency
Executive
Agency
Program Manager
B&D
Customer Manager
PROGRAM MANAGEMENTMeet: Monthly
Review adherence to SLAs Budget versus actual cost Resource allocation Review timelines Operational issues Customer satisfaction
PROJECT MANAGEMENTMeet: Weekly
Project status & tracking Review SLA & metrics Operational issues Delivery coordination Issue consolidation Review project risks / changes
8The B&D Approach to Customer Success
As consultants we should always remember that
Customers dont care how much we know until they know how much we care.
We need to morph from a Customer-Vendor Relationships into
Value-Based Partnerships, when we have invested the right
people and enough time to build a professional and personal
rapport based on mutual value resulting from that investment.
We should jointly uncover the goals and values and not convince
each other why a specific idea is the best one.
9The B&D Approach to Customer Success
B&D collaborates with our customers to implement a flexible methodology to be
combined with a more traditional discipline.
Gradually incorporate the principles that best fit with their culture Gradually incorporate the principles that best fit with their needs Gradually incorporate the principles that best fit with their commitments
An adaptive approach tailored to the situational and business needs. It still requires
Active participation and commitment from the Business leaders Collaborative participation is status meetings and reviews Solid understanding of negotiating breadth and depth of target deliverables
Anything is possible but to what extent Do not let perfect be the enemy of good Do not confuse desired with required functionality Do not confuse must have with nice to have Do not try to boil the ocean when all you need is to enjoy a cup of tea
10
The B&D Approach to Customer Success
B&D realizes the pragmatic need for stability as well as adaptability, and a duality of
balance between them, and the need to gradually improve to create a changing
environment which can present challenges for some organizations. This required
management to support and enable changes to
Peoples involvement Culture of collaboration and transparency Management expectations Process to enable the execution of projects using right sized methodologies.
Since preparing an organizational culture to accept and implement applicable
practices might take some time, what is needed is augmentation of roles /
structures in a way to gain the benefit of the heterogeneous cultures resulting from the
application of right sized methodologies.
Story:
State of Arizona at a Glance
Its All About The Relationship
Helpful Tips
The Best Contract
State of Arizona,
ASET
36,000 Employees
130+ Agencies, Boards, Commissions, Divisions,
Councils and Offices
Over 113,000 Square Miles
Over 19,000 Circuits
500,000 Calls Per Day
3 Terabytes of Data Transactions Per Day
Processes All State Financial Transactions
on Daily Basis
State of Arizona at a Glance
The success or failure of a contract can be traceddirectly back to the relationship
Relationships are based upon honesty, trust and respect
Good relationships will deliver the right results
Great working relationships increase the value in the partnership
Excellent results can be achieved with predictable behaviors
Its All About The Relationship
Dont be so suspicious
Dont assume that your vendor is always cheating on you
Dont try to find fault in everything they do
Dont treat your vendor like a personal chew toy
Dont take the low road
What Not To Do
Dont Take The Low Road
Preparation - The best defense for the unexpected
Predictable - Set recurring meetings with your vendor
Structure - Meetings should be structured and meaningful
Expectations - Set the tone of what you expect from vendor
Support - Always meet or exceed your required support
Consistent - Be firm but fair
Staffing - Treat your vendor like a staff augmentation
Helpful Tips
The Best Contracts Are The Ones That?
Sit On Your Bookshelf And Collect Cobwebs
Story:
Profile: 80,000 Citizens, $175M Budget, 520
FTE
Digital Cities Top-Ten 2011-2014; #1 in
2013 and 2014
Collaborative Strategic IT Work Plan IT Architecture
Technology Investments & Initiatives
Partner with Procurement
Use Best Contract Vehicles
Cooperative Contracts for Conventional
RFP/RFQ Specialized Needs
City of
Avondale, AZ
Story: Technology Professionals Can No Longer
be Just Techs. We Must Manage
Contracts, Vendors, Services
Examples:
Internal Cloud
Disaster Recover-as-a-Service
Cybersecurity-as-a-Service
Angel Voice IVR
Be Good to Work With!
City of
Avondale, AZ
Common How do I use a vendor as a partner and not get in
trouble with Procurement? What are the key rules?
When can we tell that a partnership has run its
course?
What is the best way to use cooperative contracts to
line up a vendor-partner for a project?
What is the role of Procurement v. Department(s) v. IT
in a Partner Scenario?
Audience questions?
Questions
Thank You! Government Technology Sponsors
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