Validation of assessment process

The project issues
The Council had a major partnership agreement with an external supplier for the delivery of Corporate Services including ICT, HR and Revenues and Benefits. This was a high-profile partnership, intended to create a business centre to generate employment in the area. A Council review of ICT Service delivery concluded that it was not being delivered or developed effectively. The supplier produced an improvement programme plan, but the Council’s evaluation of the plan was critical of its capacity to improve service delivery. Socitm Consulting was asked to assess the Council’s evaluation procedure for its objectivity.

The Socitm Consulting solution
We undertook a review of the supplier’s improvement programme plan. We also reviewed the Council’s assessment process through meetings with key Council staff.

We confirmed that the Council’s assessment process was transparent and objective, and we backed its evaluation that the supplier’s plan would not improve the delivery of ICT. The Council agreed to a request by the supplier to be allowed to submit a revised improvement programme plan. Both we and the Council concluded that this was also likely to be inadequate for the improvement of ICT Service delivery.

The Council served a default notice against the supplier of ICT Services. The ICT element of the contract was then terminated and the Council brought the ICT Service back in-house.

The benefits to the client
By providing independent and robust advice, we were able to support the Council in validating the objectivity of a sensitive and difficult assessment of supplier performance. As a result, the Council gained confidence in its assessment process, was able to effectively continue negotiations with the supplier and was supported in taking appropriate action to improve the effectiveness of the delivery of ICT Services. The Council commented that it was “very pleased with both speed of assignment and quality of deliverables. We have requested Terry Street assist us with some follow on work”.

Project identification
Client organisation: Blackburn with Darwen Borough Council
Client contact: Karen Sharples, Head of ICT, 0254 585127, karen.sharples@blackburn.gov.uk 
Lead consultant: terry.street@socitmconsulting.co.uk
Project no: 6071