Project Summary

Client: BC Hydro

Project: Short-Term Management Services – Outsourcing Contract Management

Situation

BC Hydro’s Strategic Partnerships division, which manages an outsourcing arrangement with Accenture Business Services of BC (ABSBC), faced some short-term management challenges. The Outsourcing Client Services Manager position had been vacant for six months and three more managers in the department had announced their intentions to leave the department in the coming months. Furthermore, the relationship’s operating model was set to change due to a re-negotiation of the governing agreement. There was a need for a consultant to step in to provide short-term management relief until transition to a new management team for the group was complete.

Goal

To assist in clearing a backlog of work that developed during management and agreement transition, in reorganizing the relationship’s governance structure and in knowledge transfer to the new management team once in place.

Activities

Paul Cormier’s primary responsibilities in temporarily filling the role included relationship management, performance measurement, coordination of the internal governance team and issues management/dispute resolution. Some of the key projects undertaken were improvements to the client satisfaction survey; coordination with ABSBC on plans to improve performance; development of a governance dashboard report; review and negotiation of changes to certain service level agreements; design of a streamlined BC Hydro governance structure and development of a clearer set of roles and responsibilities for team members; development of training and background materials on the contract for governance team members; training and mentoring for new members of the governance team; re-implementation of regular governance team meetings to ensure better company-wide coordination; support for governance team members in resolving new and existing contractual issues; assisting in efforts to re-staff the division; providing knowledge transfer to new staff.

Results

The efforts resulted in a more coordinated governance team within BC Hydro who were able to draw on better information in making decisions and managing the relationship. Contractual issues were resolved faster and service improvement was emphasized, contributing to improved satisfaction with the ABSBC relationship (internal satisfaction with the relationship doubled during this period). The project concluded after a detailed transition and knowledge transfer process to a new management team was conducted.