Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?
What we have realized is that, when establishing KPIs [key performance indicators], we have to take a look at more than the end-results. The biggest issue we've had, and the reason for going out for a bid, was that those KPIs are normally related to business issues and to how we had done the work in the past. We found that, when we start outsourcing services, there are human factors which are taken for granted, and for which normally there aren't established KPIs. This is the reason for our current bid: we've included KPIs which are more geared towards the individuals which will be interfacing with us on a daily basis.
How did Pomeroy perform from a project management standpoint?
One of the points in our RFP addressed the certifications of the individuals we'd be dealing with on-site. Pomeroy has maintained a certification and knowledge level for all the people they've assigned us. There are three people from Pomeroy assigned on-site to our buildings.
What we believed worked extremely well was Pomeroy's ability to procure computers, perform basic loads on them at a remote site, and bring them into our buildings so that our employees could finalize the software load on the PCs and meet individual requirements. Different people need different loads: engineers need engineering software, while accountants don't.
What did you find most impressive about Pomeroy?
They are nice, knowledgeable people, and this is Pomeroy's area of expertise.
Are there any areas Pomeroy could improve?
On the negative side, we have given up some of the interpersonal relationships, since we can't reach out and touch them. The communication has to be done via telephone, teleconference, or quarterly review meetings. For example, we had originally anticipated that the final installation would be done at the end-users' desks within the timeframe prescribed, but Pomeroy interpreted this to mean that the software would be finished at their desks, and not installed. While the computer was functional, it was not at the end user's desk.
The major issue we've assessed through our KPIs is that Pomeroy is not strong in terms of managing people remotely. We have five buildings and three people from Pomeroy's team working for us. Some of them would sometimes disappear, and we couldn't track them down.