An existing client of CRC-ASPEx engaged with us to evaluate their existing Information Technology (IT) function. Some of the criteria that were critical to their management committee included:
Was the existing Information Technology department keeping pace with technology developments affecting their industry?
Was IT being used strategically within their business? Did technology give them a strategic advantage over their competitors, or was it a disadvantage?
Was IT partnering with the business in optimizing productivity of the professional and technical consulting staff?
Was IT providing the tools and technologies for administrative functions to be performed most efficiently and effectively?
Most importantly, was the existing department customer service focused, and responsive to the needs of their staff and clients?
While maintaining the strictest standard of confidentiality, we worked with our client to determine and evaluate the responses to these questions. With our previous experience assisting clients with these decisions, we were able to help benchmark their operation against industry standards, and compare them to top quartile performance standards. Actual performance was significantly below expectations.
Our client then evaluated the option of outsourcing their IT Operation to CRC-ASPEx. We worked closely with the senior management team of our client organization, to ensure that our objectivity was maintained throughout this analysis. During this planning phase, we again maintained the strictest standard of confidentiality. It was determined that existing employees would be allowed to interview for opportunities within the CRC-ASPEx organization, once the outsourcing decision was announced.
The implementation of the outsourcing arrangement was completed with no disruption to normal business operation. We assumed responsibility for existing Data Center Operations, and hired two of the existing staff to work in our organization. Those two individuals continue to work for CRC-ASPEx nearly three years after the conversion of their data center to our location in St. Paul. We’ve made significant improvements to their IT infrastructure and continue to track our performance using our Help Desk management system. During three years of operation, we have had less than 5 minutes of downtime; which was caused by a telecommunication vendor that had severed a communication line to our building. Our satisfaction surveys with this client remain high. When we receive suggestions for improvement; they are our highest priority. We strive to continuously improve our strategic value to this organization through constant communication with senior management and staff.