This case study looks at Opteon’s tailored approach to onboarding a large Government client, ensuring seamless connectivity between valuer and client.
The organisation in this example is responsible for government payments and services. Real estate assets affect payments, and this makes it critical for fair market values to be established by independent valuers.
In early 2021, Opteon was appointed to provide valuation and estimation services for the organisation (‘Client’).
When Opteon first started working with the Client, our initial objective was to ensure that the Client was confident that its new panel firm would be ready to provide valuation estimation services at the contract’s start date.
To ensure a seamless transition-in process, we invested in a robust onboarding program to meet the Client’s delivery expectations.
Even before signing the Heads of Agreement, we sought detail from the Client about its work order for valuation estimation services, and started work on a gap analysis.
Opteon then created and agreed a tailored transition-in plan with the Client, which addressed service management, success measures and the constraints, dependencies, roles and tasks involved in the transition.
This transition-in plan was designed to minimise risks and the impact on end users, schedule the transfer of information and establish the relationships, systems and procedures for ongoing contract management.
Opteon’s 20-strong transition team was involved in the planning, execution, control and close of the onboarding project. They established ten key transition milestones, which ensured robust XML connectivity (a programming translator) between Opteon’s internal platform (Valuation Management System) and the Client.
The transition team also created a tailored workflow that met the Client’s service delivery, security clearance, risk management, communication, reporting and invoicing requirements.
The solution was implemented, tested and approved within three months and before the contract start date on 5 July 2021.
Since July 2021, Opteon has delivered approximately 100 valuation estimates per month across the country for the Client.
We have exceeded all KPIs, including providing valuation services in less than 50% of the required Turn-Around-Time (TAT) KPI’s.
Importantly, we have not received a single query from the Client about the communication between our systems, demonstrating the effectiveness of transition-in plan and the value that our tailored approach offers our customers.
Stephen Davey, Director – Government & Advisory, was the Project Manager for this project and led a multi-disciplinary team of 20+ people. Stephen now centrally coordinates the valuation services, which are delivered nationally by Opteon’s team of 200+ valuers.
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