Context
Jumio, 2022–2023. Decision to outsource the entire back office to a third party.
Case Study
Vendor SelectionBack-Office OutsourcingPeople RetentionRFI & RFP
When the requirements change, so should the answer
How re-baselining requirements turned a back-office outsourcing decision toward the incumbent vendor.
← Case StudiesRound 1
Full RFI and RFP. Requirements: transfer all back-office work, and take on the new vendor as a reselling partner. A preferred new vendor was shortlisted. The decision was paused at board level.
Round 2
The initiative restarted with changed requirements. The reselling partnership mandate was dropped. The priority became people: transitioning employees with their jobs retained. The incumbent vendor was added to the evaluation alongside the earlier preferred vendor.
Decision
The incumbent was selected. It had stronger people processes and already delivered about half of Jumio's back-office capacity, making consolidation far less disruptive than a move to a new vendor. SLAs and pricing were reset as part of the agreement. 1,500 FTE transferred to the partner in 8 weeks, no disruption, cost-to-serve down 12%.
Lesson
Re-baseline requirements before restarting a vendor decision. Give the incumbent a fair test against the same criteria before committing to moving the work.