Case study
Insurance firm
In-depth strategic review of service provision contracts for a major insurance firm across four locations.
Background
Our client is a leading global reinsurer who wished to review the catering, vending, hospitality, cleaning, reception and security services provided across its four UK offices.
The Challenge
Litmus was appointed to review services provided by two contractors at the four office sites and to analyse options for the service delivery and offer at each site. The cost of services was not the prime focus of the review, but rather an emphasis on meeting customer needs, continuous improvement and value for money.
The Solution
Litmus undertook a strategic review of services including Consumer Satisfaction Analysis (CSA). Following presentation of our review Litmus was appointed to manage the re-tender of services via LTMS ~ our online tender management system.
The Results
- Rationalisation of the four sites under a group contract with a single contractor
- Our clients objectives were consistently met across the business
- Enhancement of quality of service
- Significant reduction in client subsidy
- Litmus engaged to monitor the services moving forward to ensure benefits are upheld on an ongoing basis
Having engaged Litmus to manage our soft service review and subsequent tender at four UK sites in 2009, we have been very pleased not only with the management and outcome of the tender, but also with the professional, efficient and consistently reliable service provided by Litmus. We have subsequently engaged them in an annual contract and look forward to working with them on future projects.
Head of Logistics, Insurance firm
