Everest Group was contracted by a UK-based BPO service provider to conduct a strategic engagement review (SER) of its contract with major UK government entities. The engagement focused on benchmarking the client’s existing agreements against market standards, identifying gaps, and providing future-state recommendations. By leveraging Everest Group’s insights and expertise, the service provider was able to reposition itself effectively for contract renewal and improve its client engagement strategy.

Client challenge

Renewal of contracts worth over GBP 100 million

The client, a leading UK-based BPO service provider, wanted to renew its multi-year BPO contract worth over GBP 100 million with various UK government entities. The client needed a detailed assessment to understand where its contracts stood in comparison to the evolving market standards.

Key challenges included:

  • Identifying contractual and operational gaps relative to the market
  • Aligning with government expectations in terms of service delivery, pricing, and contract terms
  • Strengthening its position in a highly competitive renewal process
  • Optimizing services across finance & accounting (F&A), procurement, human resource outsourcing (HRO), and contact center operations provided to 12 different UK government entities

Given these challenges, the service provider engaged Everest Group to perform a strategic contract review aimed at improving its renewal prospects.

Everest Group solution

Strategic contract review and future-state roadmap

To address the client’s challenge, Everest Group conducted a comprehensive strategic engagement review (SER), focusing on benchmarking the current contract and providing future-state recommendations.

Key elements of the solution included:

  • Stakeholder interviews

    Conducted detailed discussions with client teams to gain insights into the existing contract structure, operational environment, and service delivery constraints

  • Benchmarking analysis

    Used Everest Group’s proprietary SER framework to evaluate the contract in relation to solution design, pricing structures, transformation capabilities, service performance, and contract terms & conditions (T&Cs)

  • Gap identification

    Highlighted areas where the contract lagged behind market standards and provided a clear assessment of performance gaps compared to similar government contracts

  • Future-state recommendations

    Provided a roadmap for the client’s operating model evolution, aligned with government expectations and competitive benchmarks

The insights enabled the service provider to make data-driven adjustments and strategically refine its contract structure for the upcoming renewal phase. Through this assessment, Everest Group delivered action-oriented recommendations, highlighting where to consolidate operations and expand existing capabilities. The recommendations also included an optimal mix of offshore and onshore delivery to enhance efficiency while maintaining service delivery quality.

Results and impact

Improved renewal readiness and positioning

Through this engagement, Everest Group delivered critical insights and strategic guidance that positioned the service provider favorably for contract renewals. The key outcomes included:

  • Enhanced competitiveness positioning: the provider gained a deeper understanding of where its contracts needed refinement to align with government expectations
  • Improved RFP readiness: with identified gaps addressed, the service provider was better prepared to enter the competitive RFP renewal process with a stronger proposition
  • Future-state planning: the engagement provided a strategic roadmap for operational transformation, enabling discussions on service optimization and innovation

As a result, the service provider successfully positioned itself for sustained business relationships with government entities while improving its operational and contractual competitiveness.

Why Everest Group?

The client selected Everest Group for its deep expertise in benchmarking and strategic advisory for global organizations. Our proven track record in optimizing sourcing portfolios, combined with a collaborative and insight-driven approach, ensured that the recommendations were not only data-backed but also seamlessly aligned with the client’s business objectives.

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