Secondary Vendor -> Preferred Partner

Situation

1. Engaged as one of many vendors to support biometrics
2. Initial scope: limited programming & analysis
3. Mandate: prove reliability and value quickly

Task

1. Deliver high-quality outputs aligned to sponsor SOPs
2. Build scalable capacity & governance
3. Establish trust to enable scope expansion

Action

1. Set up governance & dashboards for transparency
2. Built hybrid talent pods (Prog → Stats → CRAs)
3. Launched Automation CoE (macros, QC, templates)
4. Proactive issue resolution & talent engagement

Result

1. >35% cost savings via optimized model
2. ≥98% First-Time-Right with robust QC
3. <7% attrition with rapid replacement
4. Elevated to Primary Vendor in 15 months with expanded scope