A State Agency Gains Acumen, Changes Its Plans
A state government agency (Case 45) beginning a BPO initiative had formed some preliminary ideas and expectations, but believed it was prudent to investigate further. It investigated two state government agencies like itself, a federal agency, and two private sector companies, studying in particular the service structure and strategy in each case, the sourcing decisions and lessons, and implications for itself, The organization studied public records and contacted key personnel at the firms and suppliers (if the organization had gone ahead with outsourcing).