The specific nature and extent of contract administration varies from contract to
contract. It can range from minimum acceptance of a delivery and payment to
the contractor to extensive involvement by program, audit and procurement officials
throughout the contract term.
In collaboration with the customer, Tech Mahindra BSG deployed a contract delivery shared services model (CDSS) to provide a focal point for managing complex Tier 4 and 5 contracts for our customer and add value by reducing the ‘unit’ cost to deliver a contract.
A team of BPM, telecom domain and BPO experts was formed to conduct a due diligence on identifying the factors influencing the degree of contract administration including the nature of the work, the type of contract and the experience and commitment of the personnel involved.
Other factors that were identified for a ‘contract’ to be off-shored included degree of customization required to define a contract. These include contract value, managing ‘margin’ pressure, confidentiality clauses, number of orders, billing etc. An assessment report was developed, highlighting the business case and an approval from the customer was procured. Our team of experts analyzed the information to develop a clear, concise, performance-based statement of work to the extent possible and prepared a contract administration plan that effectively measured the program performance. Information related to business process SLAs, process deliverables and BAU conduct was stored in a form of a SOP. The SOP had low level activities’ details that a process associate is required to carry out, typically involving commercial functions like billing, operational functions such as project managing, service requests etc., in a timely manner, achieving and exceeding required quality parameters and meeting the RFT SLA targets across CDSS Towers.
Post this stage, a Parallel Run was initiated that ensured that all transactions
were executed in a nesting environment with regular approvals from the customer
contract managers. A successful parallel run would form the basis of a seamless
Go Live. This model was replicated across a number of contracts that were eventually
awarded to Tech Mahindra BSG for delivery.