Ministry of Defence
Procurement
Delivering Contract Management Excellence: Posterity Global's Work with MoD’s Defence Business Services
Date: 2022-2024
Armed Forces pay, pension and personnel services are delivered by the Ministry of Defence’s (MoD) Defence Business Services (DBS) through a mix of in-house and outsourced service provision. Faced with the complexities of managing a significant outsourced ‘Service Delivery Contract’ (SDC), a £350m 7-year contract that commenced in June 2020, while undertaking an ambitious internal transformation programme involving business disaggregation and transfer of responsibilities to the MoD running through to 2027, DBS recognised the need for a more robust contract management function. The programme required the creation of a Contract Management Office (CMO) to ensure this strategically critical 'Gold Level' contract was performing effectively and meeting the needs of service users on budget.
DBS recognised Posterity Global's deep expertise in digital, data, and technology (DDaT) commercial management and the application of agile methodologies within complex public sector environments, making us the ideal partner to develop their CMO and foster a collaborative service delivery culture. The Posterity Global team initiated the engagement with a user-centred approach to define the CMO's purpose, prioritising contract performance and rigorous audit. This was followed by a thorough assessment of existing MoD contract management tools and processes, paving the way for targeted improvements. To ensure clear oversight, a single obligations and performance tracker was implemented, facilitating effective issue reporting and escalation, underpinned by a collaboratively developed supplier charter that aligned the objectives of both the prime contractor and the MoD.
In close collaboration with key stakeholders, Posterity Global spearheaded the development of a comprehensive ‘Contract Playbook.’ This crucial document clearly defined the contract's scope of services, service levels, key performance indicators (KPIs), issue handling and resolution protocols, and commercial measures. To ensure the MoD team was equipped to effectively manage the contract, we also conducted a detailed capability assessment and training needs analysis, identifying critical skill gaps and subsequently developing a tailored training suite for MoD staff.
Value & Impact
The establishment of the first dedicated Contract Management Office (CMO) within DBS, led by Posterity Global, facilitated a significant shift in the relationship with the prime contractor, moving from a historically transactional stance towards a more collaborative and partnership-oriented approach. Furthermore, Posterity Global provided targeted advice on the £80m Digital Transformation Tower, instrumental in establishing the first commercial working group and implementing regular contract management meetings aligned with agile delivery governance, ensuring effective oversight of this critical element of the programme.
Posterity Global delivered comprehensive knowledge sharing and training sessions, both in group and one-to-one formats, covering the entire commercial lifecycle, agile delivery within a regulated environment, effective contract management leveraging the MSC framework, stakeholder management, and strategic supply chain management. This upskilling empowered the DBS team to proactively manage the SDC and drive improved performance across areas such as:
- Commercial lifecycle and reporting: defining objectives and roles and responsibilities, management information and reporting.
- Agile delivery methods within a publicly regulated environment: agile delivery and new governance arrangements, how to contract for UK Government Digital Transformation programmes (e.g., Discovery, Alpha, and Beta).
- Contract management: planning contract management activities, using the UK Government’s Model Services Contract (MSC) framework, how to work with multiple interested parties and emerging requirements (e.g., from the Government Shared Services Strategy (GSSS), complying with the Cabinet Office’s Technology Code of Practice (TCoP) and Government Digital Standards (GDS).
- Supply chain management: how to report performance and manage disputes resolution, how to disaggregate legacy ICT and engage with the Digital, Data and Technology (DDaT) market.
Let’s Build Better Procurement, Together
At Posterity Global, we work with public sector leaders who want procurement to be strategic, future-ready, and drive social value for money.
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