The decision whether to outsource business support operations or to keep them in-house, requires careful judgement. Outsourcing can attract savings and provide access to more effective services, but needs to be balanced with a level of control, the risk of underperformance and cost management.

AMTEC helped the organisation to evaluate the operational performance and control mechanisms of the current Facilities Management contact centre. Key performance indicators and associated service level targets were identified to ensure that a management model could be operated with a new third party service provider.

Working across the entire scope of the outsourced Facilities Management service, AMTEC defined a detailed service catalogue and agreed service levels with the client so that a performance management approach with the third party supplier could be instigated. Service provider financial models were evaluated to gain confidence that long-term savings would be realised.

Engaging specialists to provide decision-support to outsourcing opportunities is an astute approach. Introducing management controls to a third party service provider ensures that outsourcing will deliver and clients can focus resources on core business activities.