News & Research: Client Successes

Case Study: Utility Insourcing Evaluation

ScottMadden conducted a comprehensive insourcing evaluation for a large utility.

• The client needed to decide if they should insource the desktop portion of their IT function, which had previously been outsourced to a major provider
• The company was dissatisfied with the performance of the provider and suspected that costs were too high
• They were uncertain how to conduct an insourcing evaluation and wanted assistance in transition planning

• Identified insourcing evaluation criteria, alternatives, and opportunities for service delivery
• Developed a detailed business case that recommended insourcing the helpdesk and desktop maintenance
• Assisted with implementation and transitioning of services

• The transition to insourced service delivery went smoothly
• Five years later, the client still manages desktop maintenance in-house and is satisfied with performance