Making it Official:

Turning Vendors into Partners2015 ARIZONA TECHNOLOGY SUMMIT

Your Guides

for Today

DeWet DuPlooy, PresidentBusiness and Decisions

Gary Hensley, CEIOState of Arizona, ADOA-ASET

Rob Lloyd, CIOCity of Avondale

Sale v.

RelationshipThe Difference

Commodity Purchase or High-Value Solution?

Known Good/Service or Need On-Going Expertise?

Both Good for the Right Use

Businesses Build Differently

Partner Relationships Require Thoughtful Contracts

Keys Partnership Key to Success in Projects and Technology

Shifts Help Absorb New Knowledge and Skills

Must Mean Success for Both

Checks-and-Balances Essential for Procurement and IT

Staffs Trust Less Value

Supportive Contracts = Clear Outcomes + Payments

Tied to Working Deliverables

Requires Strong Communication and Commitment ON

BOTH SIDES

Evolving to

Partnership

Story:

Business & Decision at a Glance

Good fences make good neighbors

Approach to a successful partnership

Business and

Decision

6B&D at a Glance

22+ years providing government services and solutions as a system integrator

Stable organization

Global strength

9 years providing services to the State of Arizona agencies

Comprehensive resource strength

7Governance Model Good Fences make Good Neighbors

Agency

Project Manager

B&D

Project Manager / Lead

STEERING COMMITTEEMeet: Quarterly

Program direction Review adherence to SLAs Review performance on key

metrics

Review roadmap / directionB&D

Executive

Agency

Executive

Agency

Program Manager

B&D

Customer Manager

PROGRAM MANAGEMENTMeet: Monthly

Review adherence to SLAs Budget versus actual cost Resource allocation Review timelines Operational issues Customer satisfaction

PROJECT MANAGEMENTMeet: Weekly

Project status & tracking Review SLA & metrics Operational issues Delivery coordination Issue consolidation Review project risks / changes

8The B&D Approach to Customer Success

As consultants we should always remember that

Customers dont care how much we know until they know how much we care.

We need to morph from a Customer-Vendor Relationships into

Value-Based Partnerships, when we have invested the right

people and enough time to build a professional and personal

rapport based on mutual value resulting from that investment.

We should jointly uncover the goals and values and not convince

each other why a specific idea is the best one.

9The B&D Approach to Customer Success

B&D collaborates with our customers to implement a flexible methodology to be

combined with a more traditional discipline.

Gradually incorporate the principles that best fit with their culture Gradually incorporate the principles that best fit with their needs Gradually incorporate the principles that best fit with their commitments

An adaptive approach tailored to the situational and business needs. It still requires

Active participation and commitment from the Business leaders Collaborative participation is status meetings and reviews Solid understanding of negotiating breadth and depth of target deliverables

Anything is possible but to what extent Do not let perfect be the enemy of good Do not confuse desired with required functionality Do not confuse must have with nice to have Do not try to boil the ocean when all you need is to enjoy a cup of tea

10

The B&D Approach to Customer Success

B&D realizes the pragmatic need for stability as well as adaptability, and a duality of

balance between them, and the need to gradually improve to create a changing

environment which can present challenges for some organizations. This required

management to support and enable changes to

Peoples involvement Culture of collaboration and transparency Management expectations Process to enable the execution of projects using right sized methodologies.

Since preparing an organizational culture to accept and implement applicable

practices might take some time, what is needed is augmentation of roles /

structures in a way to gain the benefit of the heterogeneous cultures resulting from the

application of right sized methodologies.

Story:

State of Arizona at a Glance

Its All About The Relationship

Helpful Tips

The Best Contract

State of Arizona,

ASET

36,000 Employees

130+ Agencies, Boards, Commissions, Divisions,

Councils and Offices

Over 113,000 Square Miles

Over 19,000 Circuits

500,000 Calls Per Day

3 Terabytes of Data Transactions Per Day

Processes All State Financial Transactions

on Daily Basis

State of Arizona at a Glance

The success or failure of a contract can be traceddirectly back to the relationship

Relationships are based upon honesty, trust and respect

Good relationships will deliver the right results

Great working relationships increase the value in the partnership

Excellent results can be achieved with predictable behaviors

Its All About The Relationship

Dont be so suspicious

Dont assume that your vendor is always cheating on you

Dont try to find fault in everything they do

Dont treat your vendor like a personal chew toy

Dont take the low road

What Not To Do

Dont Take The Low Road

Preparation - The best defense for the unexpected

Predictable - Set recurring meetings with your vendor

Structure - Meetings should be structured and meaningful

Expectations - Set the tone of what you expect from vendor

Support - Always meet or exceed your required support

Consistent - Be firm but fair

Staffing - Treat your vendor like a staff augmentation

Helpful Tips

The Best Contracts Are The Ones That?

Sit On Your Bookshelf And Collect Cobwebs

Story:

Profile: 80,000 Citizens, $175M Budget, 520

FTE

Digital Cities Top-Ten 2011-2014; #1 in

2013 and 2014

Collaborative Strategic IT Work Plan IT Architecture

Technology Investments & Initiatives

Partner with Procurement

Use Best Contract Vehicles

Cooperative Contracts for Conventional

RFP/RFQ Specialized Needs

City of

Avondale, AZ

Story: Technology Professionals Can No Longer

be Just Techs. We Must Manage

Contracts, Vendors, Services

Examples:

Internal Cloud

Disaster Recover-as-a-Service

Cybersecurity-as-a-Service

Angel Voice IVR

Be Good to Work With!

City of

Avondale, AZ

Common How do I use a vendor as a partner and not get in

trouble with Procurement? What are the key rules?

When can we tell that a partnership has run its

course?

What is the best way to use cooperative contracts to

line up a vendor-partner for a project?

What is the role of Procurement v. Department(s) v. IT

in a Partner Scenario?

Audience questions?

Questions

Thank You! Government Technology Sponsors

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