The Department of Conservation (DOC) knew it needed a change. Like many large public organisations, its ICT environment had grown organically - leading to performance issues, and misalignment with strategic objectives.
As DOC considered going to market for a new managed services contract, it engaged in a structured, and research-driven process to assess its options and design a future-ready ICT service model and clear roadmap for service optimisation and transformation.
Phase 1: A Strategic Assessment Before Procurement
Rather than rushing to tender, DOC commissioned a thorough ITMS Review to determine whether a new RFP was the right move - and what it would need to do first.
The review revealed key issues, including inconsistent service delivery, poor vendor governance, and limited performance reporting. Importantly, it also delivered procurement-ready content should an RFP process be initiated, as well as a set of strategic recommendations to inform the future state.
By taking the time to diagnose the real issues, DOC ensured that any future procurement process would be well-informed and strategically positioned for success.
Phase 2: Research-Driven Service Design
DOC then engaged us to perform a comprehensive study into Service Aggregation, SLA management, and Service Desk models, and work with them to leverage global best practices to build an integrated future-state model.
The result? A multi-tiered Service Aggregation Framework covering both internal and external service providers, supported by:
- A future-ready Service Desk model, designed for automation, ESM adoption, and improved responsiveness.
- A standardised SLA Framework, ensuring consistent performance tracking and governance.
- A Vendor Management Office (VMO) to drive strategic vendor collaboration and accountability.
- An Innovation Lab, embedding continuous improvement and service experimentation into DOC’s IT operations.
Setting a Benchmark for the Public Sector
DOC’s approach provides a proven playbook for public sector IT service transformation:
- Understand before you act: Research-driven decision-making ensures smarter investment and strategy alignment.
- Design before implementation: A structured service framework ensures clarity and scalability.
- Innovation must be intentional: The Innovation Lab provides a structured space for testing and improving digital services.
Final Thoughts
By prioritising research, governance, and long-term service integration, DOC has built a strong foundation for continuous improvement and future transformation. This work sets a new standard for IT service management in complex, multi-vendor environments.
Want to build a smarter ICT service strategy? Get in touch today