On the face of it this was a standard tender exercise. However, the lack of good data & information meant our operating wisdom was poor. This could have led to a situation where we ended up paying for things we didn’t really need. To overcome that required a level of partnership and trust, between the service providers and customers, that could only be gained with an open win-win approach. In addition the internal challenge was also considerable – developing a solution and getting people’s acceptance to change is no small task in any organisation, let alone a large matrix organisation.