A large financial services company wanted to make a meaningful change in how end-user digital workplace services were delivered. The scope reached well beyond traditional help desk support and included service desk, on-site and desk-side support, PC device management, PC refresh, managed  print, and a range of related workplace functions. The client also needed to select its preferred PC device manufacturer as part of the broader program.

This was not a narrow procurement exercise. The client was looking for a stronger operating model, a better end-user experience, and a commercial structure that could support a fully outsourced workplace services environment over time. To get there, it needed a sourcing program that addressed devices and services together, while still allowing each workstream to be evaluated on its own merits.

TC2 and LB3 designed and executed a parallel sourcing program built around two connected RFPs. One focused on selection of the preferred PC device manufacturer. The other focused on outsourcing the client’s end-user digital workplace services. Together, the RFPs gave the client a structured way to evaluate the market, refine service expectations, and align the device strategy with the future service model.

We were responsible for developing the RFP documents, managing bidders throughout the sourcing process, evaluating proposed solutions and commercial proposals, and working with bidders to refine their approaches. TC2 and LB3 also led negotiations covering pricing, commercial structures, and service levels so the client could move beyond headline economics and shape a solution that worked operationally.

Once the preferred vendors were selected, TC2 and LB3 worked closely with the client to develop and negotiate the contract documents, including custom statements of work, pricing constructs, and service level agreements. The end result was a fully outsourced digital workplace services model with a new focus on end user experience, stronger performance commitments, and ongoing automation and continuous improvement built into the solution. Following contract execution, TC2 and LB3 continued to support the client with contract lifecycle matters, including amendments, new services, and issue resolution as the environment evolved.