Service Transition & Tiered Support Operating Models
Project Overview
A portfolio of service transition and support operating model engagements -moving critical systems like the DES Offsets Register from external vendor support to internally led Tier 1–3 models, establishing tiered ITP/vendor support for the WILD and AIS enterprise systems, and delivering the eGrants (Dynamics 365) migration discovery that informed executive funding decisions.
Project Impact
Agencies gained predictable, accountable support for critical systems -operational risk fell at each handover, and executives received the evidence needed to fund migrations with confidence.
Project Objectives
Transition critical systems from vendor support to sustainable internal models
Delineate Tier 1–3 responsibilities between internal teams and vendors
Assess platform migrations across Dynamics 365, data, and integration components
Reduce operational risk and ambiguity after every handover
Project Scope
Engagements covered support model design, onboarding coordination across technical teams, stakeholder workshops and technical walkthroughs, migration discovery workstreams, and transition of project outcomes into operational readiness.
Key Areas
- DES Offsets Register transition from vendor to internal Tier 1–3 support
- WILD and AIS tiered ITP/vendor support framework
- eGrants Dynamics 365 migration discovery and drawdown program
- Support process, documentation, and escalation pathway alignment
Key Achievements
Vendor-to-Internal Transition
Scoped, planned, and coordinated the DES Offsets Register transition across Analytics, .NET, DevOps, Collaboration, and Service Desk teams into a sustainable support operating model
Clear Tiered Accountability
Defined and implemented a tiered support framework for WILD and AIS, clearly delineating internal and vendor responsibilities to eliminate overlap and service gaps
Migration Decisions Enabled
Produced eGrants migration approaches, effort estimates, and transition recommendations that informed executive funding and delivery decisions
Low-Risk Handover
Validated architecture, dependencies, and monitoring through stakeholder workshops and technical walkthroughs before support commencement
Technologies Used
Key Deliverables
- •Sustainable Tier 1–3 support operating models
- •Vendor/internal responsibility frameworks
- •Migration approaches, effort estimates, and transition recommendations
- •Aligned support processes, documentation, and escalation pathways
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