Tullius was engaged in 2022 to finalise evaluation and due diligence, lead negotiations and finalise the contracts for the Whole of Government Outsourced Contact Centre Services Panel. This panel is used by multiple agencies with an annual spend of over $600m. Tullius developed complex pricing models based on cost plus across 6 suppliers. This required significant financial analysis and modelling to normalise and standardise the cost models to enable agencies to choose the best supplier based on individual client needs. Tullius ran parallel negotiations with 6 suppliers over a period of 8 weeks with 5 suppliers being awarded contracts to supply services over the newly established panel
Key outcomes were:
– This panel is used by several large agencies to source largescale contact centre services.
– The five suppliers that were awarded contracts to supply over the panel have now all executed individual work orders under the panel for the provision of services.
– This establishment of the panel led to significant cost down through detailed and informed negotiations with suppliers. The increased transparency and disclosure in the cost-plus pricing model, as well as the increased competition from the multi supplier panel ensures value for money into the future as these arrangements are refreshed.
