By Tina Roy. Are you proactively establishing the basic governance protocols and processes to protect yourselves and serve your clients? In this panel, we’ll explore how to differentiate your business with new ways to communicate, respond and inform your clients and help satisfy their basic governance expectations.

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Meeting the Minimum Governance Table Stakes
to Stay in the Game
Governance Services:
Tina
Roy,
Partner

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Agenda
o Contracts
are
changing;
expecta6ons
are
rising
o How
to
change
the
game
with
good
governance
o How
to
drive
value
add
in
your
client
rela6onships

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Did you know?
o Contract value leakage is as high as 10% of ACV for
either party
o Provider compliance to D&Os is typically below 25%
(even with your renewals and COLA notifications)
o Lack of compliance for new SOWs or change orders
doubles the typical 20-day close cycle
o ~20% of payments are delayed due to invoicing errors

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The client-provider relationship
is becoming more complex.
XaaS, Cloud,
Consumption
& Outcome-
based
Contracts
Focus on cost
reduction
heightened with
automation &
digitization
Multiple
suppliers and
SIAM
Mandatory
guidelines for
risk, audit &
compliance

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Is this where you should be spending your time anyway?
ü Meeting basic D&O expectations
ü Producing accurate & quality Invoice/Change Order/SOWs
ü Correctly calculating COLA or even charging it!
ü Ensure quality, tracking and reporting
ü Defending rates and Service Levels
The simple stuff - if not attended to -
can shroud the relationship in doubt.

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Basic governance solutions help ensure …
you spend less time keeping the
lights on and justifying your value
and more time delivering high
quality service and strategizing the
future target operating model and
innovating.

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How do you
… improve the quality of invoices
… increase efficiency and
… reduce payment cycle times
...proactively meet your obligations?
Implement the right processes and technology
with the right resources and rates.

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?
Should you be adopting
state-of-the-art governance
measures like your
clients are doing

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Suppliers can use governance frameworks to…
ü minimize your own losses
ü refocus your energies and talent on
delivering next-generation services
ü ensure your fees are competitive
ü optimize your efforts toward delighting
your clients
…and “raising the stakes’ for the
competition

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…and be proactive
o Improve contract hand off from sales to delivery
o Focus on startup and transition activities tied to
milestones and penalties
o Deliver good, quality service
Good governance helps you
o Knowing and meeting your obligations
o Ensuring your rates are not only compliant
but competitive.

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“Double Down” and realize the “full value”
of the contract you negotiated.
o Create the transparency for your clients
o Work from fact-based data
o Leverage proven benchmark data
o Plan for the future
o Automate where possible
o Adhere to stringent processes
o Standardize your obligations across
contracts

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Can you identify the tactical and quality issues
to improve the relationship and service?
Risks
Processes
Roles and
responsibilities
Tools People Value leakage
Compliance Relationship

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What is the
ISG Essentials
Startup Kit?

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Captures & assigns
contract obligations.
Proactively identifies, tracks,
and alerts.
Provides an SOW
benchmark factory and
reports on key financial
measures.
Implements invoice and
service level management
validation.
Performs ongoing
reconciliation & validation.
Performs
contract interpretations.
Proactively captures and
records
critical contract changes.
Captures and tracks contract
issues to resolution.
The ISG Essentials Startup Kit …

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Differentiate your business through
good governance basics
o Shift valuable resources from resolving daily,
transactional issues to delivering real value
o Proactively meet your contractual commitments
o Demonstrate quality, compliance & competitiveness
o Employ new ways to communicate and inform your client
through state-of-the-art dashboards & reports
and maximizing your value

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