Case study 4

  • Project Outsourcing transition
  • Sector Financial services
  • Date 2007


This project involved the transition of a personal tax return processing business, comprising many thousands of customers, to a new service provider. The client was a large, well-known UK based financial services organisation.

We were given responsibility for leading the multi-stranded transition, including team management, process design and aspects of the contractual negotiations. The team included specialists from both organisations and covered extensive and highly diverse activities.


We established a new processing facility, web-based offering and technology links. The work included migrating databases, producing a procedures manual and conducting the TUPE and recruitment of a new service team. We also set up SLA reporting between the client and supplier. All of which was completed within a tight four month timescale.