A Strategic Guide for Local Government On: Outsourcing
Formulating the Statement of Work
Part of the overall contract, along with SLAs, is the SOW. The SOW details the work to be performed and describes the scope of the project. Organizations participating in a recent outsourcing study indicated that the SOW should clearly articulate which services are in or out of the scope of the contract and how changes will be made to those services. The SOW provides a baseline in which to manage the project. SOWs will vary considerably across projects, but should at a minimum contain:
Complete listing of services and tasks
Other key expectations
Once the vendor has been selected and the contract, SLAs and SOW are complete, the Implementation or Transition phase begins. At this point, operations of various IT services will be transitioned to the vendor. While the busi- ness relationship is established during RFP and contract negotiation, this is the phase where a true partnership needs to be built between the outsourcer and the government agency.
Important issues to consider during this phase include enabling knowledge transfer through training, establishing relationships and managing the outsourcing process to customer satisfaction.