10 Key Questions to Ask Before Engaging an IT Services Provider
When it comes to managing IT projects within government, engaging the right IT services provider is one of the most critical decisions you’ll make. It’s not just about outsourcing tasks; it’s about finding a partner who can seamlessly integrate into your processes, understand the unique challenges of working in the public sector, and deliver solutions that truly make an impact.
Government IT projects often operate in high-pressure environments with tight deadlines, complex compliance requirements, and a broad mix of stakeholder interests. Whether you’re looking for project management expertise, managed services, or advisory support, the right provider can make all the difference in your project’s success.
But how do you ensure you’re engaging a provider who fits the bill? Asking the right questions is the first step. Here are 10 essential questions to guide you.
1. What experience do you have delivering IT projects for government departments?
Government IT is not the same as private sector IT. Regulations, stakeholder complexity, and the need for transparency make these projects unique. Ask for examples of government projects the provider has delivered and the specific outcomes achieved. Providers like The Services Company, with extensive government experience, understand the nuances and can hit the ground running.
2. How do you ensure alignment with our goals and objectives?
A successful IT project starts with a clear understanding of what your department is trying to achieve. A good IT services provider will take the time to fully grasp your goals, challenges, and desired outcomes. Look for a partner who emphasises collaboration, conducts thorough discovery sessions, and adapts their approach to align with your strategic priorities.
3. Can you support end-to-end project management?
Effective project delivery often requires more than just technical expertise. Providers offering comprehensive project services—like project management, PMO support, and change management—can streamline processes and keep everything on track. Ask how they manage timelines, budgets, and resource allocation, and whether they use methodologies like Agile to adapt to changing requirements.
4. What kind of reporting and documentation do you provide?
Transparency is key in government projects, where accountability and audit trails are essential. Ask about the provider’s approach to reporting and documentation. Providers like The Services Company deliver clear, detailed reports and maintain thorough project documentation, ensuring all stakeholders stay informed and confident throughout the project lifecycle.
5. How do you manage service levels and integration in managed services?
If you’re engaging a provider for ongoing managed services, it’s critical to understand how they ensure service level agreements (SLAs) are met. Ask about their processes for monitoring performance, troubleshooting issues, and integrating with your existing systems. A provider experienced in SLA management and seamless integration can minimise disruptions and maintain continuity.
6. Do you offer advisory services to support strategic decision-making?
Sometimes you need more than execution—you need guidance. Advisory services like those offered by The Services Company can help you navigate complex governance structures, refine your IT architecture, or conduct audits to identify gaps and opportunities. Ask how their advisory expertise can help your department make informed, future-focused decisions.
7. What is your approach to change management in government IT projects?
Change management can make or break an IT project, especially in government environments where multiple teams and processes may be affected. A good provider will have a structured approach to managing change, engaging stakeholders, and ensuring smooth transitions. Ask about their experience in handling organisational change and how they plan to support your team through the process.
8. How do you support continuous improvement and scalability?
Government projects don’t end when the initial deliverables are met—they often evolve. Whether it’s updating systems, adapting to new requirements, or scaling services to meet growing demands, your provider should have a plan for continuous improvement. Ask how they handle feedback, implement updates, and ensure solutions remain scalable over time.
9. Who will be our primary point of contact, and how do you manage communication?
Strong communication can be the difference between a smooth project and a chaotic one. Ask about the provider’s communication structure, including who your main point of contact will be and how often updates will be provided. Providers like The Services Company emphasise clear, consistent communication to keep everyone aligned and informed.
10. Can you provide references or case studies?
A proven track record is the best indicator of success. Ask for references or case studies from government clients they’ve worked with. Whether it’s delivering PMO services, advisory support, or managed services, a reputable provider will have examples that demonstrate their capabilities and impact.
Engaging an IT services provider is about more than technical expertise—it’s about finding a partner who understands the unique challenges of government projects and can deliver results with transparency, collaboration, and precision. By asking these 10 questions, you’ll be well on your way to identifying a provider who can meet your department’s needs and exceed expectations.
The Services Company - Australia’s #1 Dedicated State Government IT Services Provider
We specialise in Project Services, Managed Services, Advisory Services, and Support Services. Our proven delivery capabilities range from complete projects to specialised teams within larger projects, as well as providing single, niche resources. SCM0020, SCM0005, LGP ICT products and Services.