Incumbency Flashcards
What is the “number one enemy” of an incumbent provider?
Complacency - the incumbent should continue to innovate and improve, and not rely on incumbency to win them the bid
Is incumbency a competitive advantage or disadvantage?
Both - an incumbent knows the scope and client base of a service intimately, so have very specific expertise. However, this can sometimes lead to bidding for the current service rather than the RFP.
Why is the BDC for a recapture longer than a capture of a new contract?
Because project performance becomes part of the capture process if you’re already providing the service
True or False: You should pursue a recapture with the same vigour as a new contract
True! This includes planning the service and its cost from the ground up to meet the RFP, not to explain the current service
Who can collect customer feedback, and when should they do it?
All contract personnel can collect client data, and they should do it throughout the contract, not just in the run up to another bidding window
What should you aim to demonstrate through customer feedback and/or a CPAR (Contractor Performance Assessment Response)?
Improvement - it doesn’t necessarily matter what the score is, as long as it is higher than when you started
What is a PPIRS?
A Past Performance Information Retrieval System
What is the usual number of referees required in a European statement of reference?
3
Name some informal methods of collecting customer feedback
Customer reference visits, conference calls, site visits/audits
What is an achievement tracking register?
This is a checklist used to keep track of achieved goals; marking when you hit a target as you go along rather than trying to retrospectively map things out in the run up to the bid saves time.
What should you aim to demonstrate through the metrics of your project performance?
Improvement in measures that are relevant to the contract, important to the customer, reflect competence and capability, and go beyond the minimum requirements of the contract
What kinds of quality measures are commonly included in performance-based contracts?
Monthly reports, added value initiatives, positive customer comments or publicity, quality audits/reviews
Where should you start when looking to unseat an incumbent?
Research the incumbent and identify how they are performing against the perceived hot buttons of the buyer, in the eyes of the customer etc. to pinpoint where you could provide a better service
How can developing new solutions and testing them on customers give you a competitive edge?
It can sow discontent with the current service being provided
What is the most common way that a new bidder unseats an incumbent?
Lower cost (price to win)
