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Case Study:
IT Outsourcing Strategy for a Leading Australian Life Insurer
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Client Organisation
A leading provider of life insurance services in Australia sought to modernise its IT capabilities to support operational efficiency and innovation. The company is recognised for delivering comprehensive coverage and financial protection, underpinned by customer trust and satisfaction. In 2022, the leadership identified IT outsourcing as a strategic pathway to enhance service delivery and enable long-term growth.
Project Overview
By September 2022, the insurer had recognised the need to outsource IT services to streamline operations and strengthen internal capabilities. The organisation required support to navigate a complex vendor selection process while ensuring that any decision aligned with its values, long-term objectives, and service quality expectations. The challenge was not only technical alignment but also the ability to manage multiple vendors through requirements gathering, expressions of interest (EOI), requests for proposal (RFP), and final contract negotiations for a multi-year outsourcing arrangement.
Sedha's Role
Sedha Consulting was engaged to design and manage the end-to-end outsourcing process. The team facilitated requirements gathering across business units, prepared and issued the EOI and RFP documentation, and coordinated structured vendor evaluations. Drawing on deep expertise in vendor management and complex negotiations, Sedha provided strategic guidance to senior stakeholders and ensured alignment between commercial terms and the client’s long-term objectives. Sedha’s structured methodology delivered clarity at each stage, reduced risk in vendor selection, and ensured favourable contractual outcomes. The engagement was executed over several months, with consultants working closely alongside the insurer’s executive and IT leadership.
Results
The engagement concluded with the life insurer successfully selecting a preferred IT outsourcing vendor. Sedha Consulting secured favourable terms for a multi-year deal that balanced cost-effectiveness with service quality. The agreement provided the client with a stronger technology foundation, improved operational efficiency, and flexibility for future innovation. These outcomes positioned the organisation to improve customer experience, scale IT capabilities in line with growth, and achieve sustained value from outsourcing. The project demonstrated the importance of structured consulting support in navigating complex outsourcing initiatives in the insurance industry.