Driving Transformation Through Outsourcing
Transformation at the Heart of the Outsourcing Project
Benjamin Bellière, Transition & Transformation Manager at Proximus NXT Luxembourg
Outsourcing services is a complex process that raises many questions. When you work with Proximus NXT, our teams of specialists guide you through the preliminary investigations as well as the essential phases of Transition and Transformation of your environment. The goal is to ensure perfect alignment between your business needs and the services delivered by your IT systems once they are outsourced.
Outsourcing projects cannot be improvised
They rely on thorough investigations conducted before the Transformation plan. What does this preliminary Due Diligence phase involve?
Due Diligence is a fundamental step in the outsourcing project. It begins during the pre-sales phase, alongside the client’s RFI (Request for Information) or RFP (Request for Proposal). This process of preliminary verification is essential to fully understand the nature and ecosystem of the client seeking to outsource their IT environment. Due Diligence collects a large amount of information which, when compared with the client’s strategic objectives, results in a set of proposed improvements. This information is sometimes incorporated into the RFP or updated through the Due Diligence process via in-depth reviews and interviews with all stakeholders.
Turning raw data into a Transformation program
The improvements identified during Due Diligence are then materialized in a Transformation program. This process addresses both technological evolution—to improve the performance of IT systems and their capacity to meet business needs—and operational model changes, in cases where the client still manages their IT systems internally. Transformation also encompasses process governance, a fundamental pillar of the outsourcing project.
For clients already operating in an outsourced mode, Transformation involves reviewing and improving their existing operational model.
The essential intermediary: the Transition phase
Transformation is preceded by a Transition phase, which begins immediately after contract signing. The primary objective of this phase is to validate and evaluate the findings from Due Diligence. Most of the time, Transition confirms the Due Diligence results, but it can also lead to adjustments in the Transformation program. In such cases, contract revisions may be necessary if some elements were already optimized or if others require more improvement than initially expected.
Benefits for Proximus NXT clients
The ultimate purpose of the Transition and Transformation programs—which consist of multiple interlinked projects—is to achieve the client’s strategic objectives. The main goal is not necessarily cost reduction. Some clients aim not to cut costs, but to improve service quality, including availability, response times, and recovery speed.
The added value of Proximus NXT
By leveraging our teams and the critical mass of expertise at Proximus NXT, we can inject additional skills into the client organization, allowing projects to be executed within acceptable timelines and delivering a renewed environment—both technologically and operationally.
Proximus NXT draws on specialized outsourcing expertise as well as traditional capabilities, such as IT and communications systems integration.
Finally, Transformation represents a unique opportunity for teams to collaborate, fostering a dynamic that can support career development. Some employees, having experienced this process, may even choose to transition from traditional roles to outsourcing-focused careers.
