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Case Study:
Government Utility, IT Vendor Performance Management Workshop
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Client Organisation
The client is a major government-owned utility in South Australia. The organisation employs more than 1,400 staff and manages critical infrastructure supporting over 1.7 million residents. With a broad supply chain and significant reliance on technology systems, the client engages multiple IT vendors to deliver core services. Its strategic objective was to strengthen vendor performance management, ensuring procurement and IT functions worked cohesively. Misalignment between these groups had begun to affect vendor accountability and contract negotiations, highlighting the need for intervention.
Project Overview
The client identified material gaps and overlaps between its IT and procurement teams. This created weaknesses in the management of IT vendors, including inconsistent performance oversight, limited leverage in contract negotiations, and fragmented governance. These issues were affecting cost efficiency, service performance, and compliance. Recognising that both immediate risks and long-term capability needed to be addressed, the client engaged Sedha Consulting to deliver a targeted solution. The engagement required a practical intervention that would not only address current challenges but also equip the cross-functional team with frameworks and tools to embed stronger practices.
Sedha's Role
Sedha Consulting was engaged to design and deliver a custom workshop on IT vendor performance management. Preparatory work included reviewing complex contracts and vendor performance reports, and holding meetings with both procurement and IT leaders to identify specific gaps and overlaps. Based on this analysis, Sedha designed a comprehensive workshop tailored to the client’s circumstances. The session was delivered to a cross-functional team, focusing on best practice frameworks, governance models, and practical approaches to vendor oversight. A follow-up briefing was also provided to ensure lessons were captured and reinforced. Participant feedback confirmed it was the most effective and engaging workshop they had attended.
Results
The engagement delivered immediate and lasting benefits. The workshop improved alignment between procurement and IT teams, enabling more consistent and transparent vendor performance management. The client gained clearer visibility of vendor obligations, stronger accountability measures, and greater leverage in contract negotiations. Improved governance reduced duplication and risk, while practical frameworks provided staff with tools for long-term capability building. In the short term, vendor oversight was strengthened and contract discussions improved. Over the longer term, the organisation is better positioned to achieve cost savings, enhance service delivery, and manage vendor relationships with greater agility.