Building Happy and Productive Vendor Relationships

IPMA Forum 5-18-2016

Building Happy and Productive Vendor Relationships

Introduction – Melodi Cottongim, DOL

Procurement and Contracting – Glenn Briskin, WSP

Development and Implementation – Maribeth Sapinoso, AOC

Support and Ongoing Development – Karen De Leon, HCA

Q & A – audience, panel

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Why?

Build a relationship

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Benefits of Relationship

Efficiency

Synergy

Consistency

Trust

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Benefits of Relationship

Quality

Quality of interactions

Quality of results

Quantity of deliverables

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Procurement & ContractingGlenn Briskin, Washington State Patrol

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Procurement and Contracting

Economics Find the right partner in the marketplace - economics

Match client and vendor needs

Our markets have imperfect competition

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Procurement and Contracting

Information Sharing Unequal information sharing can cause a poor match

Share the most information about what you want

Don’t be overly prescriptive about how you want it

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Procurement and Contracting

Details Contracting confirms the details arrived at during procurement

Terms and conditions balance risk – a two way street

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Development and ImplementationMaribeth Sapinoso, Administrative Office of the Courts

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Development and Implementation

Communication

“Communication begins with mutual respect, communication that inspires, encourages others to do their best.” - Zig Ziglar

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• Set Expectations• Understand Vendor and Business Languages• Lead By Example

Development and Implementation

Collaboration

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“The way a team plays as a whole determines its success. You may have the greatest bunch of individual stars in the world, but if they don’t play together, the club won’t be a worth a dime.” - Babe Ruth

• One Team• Sets Boundaries• Lead by Example

Development and Implementation

Culture

“Be passionate about the culture and the business and remain positive because it inspires others.” – Barry Liber

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• Organizational• Project• Lead by Example

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Support and Ongoing DevelopmentKaren De Leon, Health Care Authority

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Support and Ongoing Development

Process Operational processes should be clearly defined, documented and

ideally practiced by State and Vendor team

Use of monitoring tools and threshold protocols to continue to diagnose the system “health”.

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Support and Ongoing Development

Creativity

Mitigating risk when system issues arise by knowing system and ways to work-arounds

Use of shared resources between Operations and new development

Managing vendor relationships across the miles

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Support and Ongoing Development

Teamwork Joint vested interest and buy-in to success

Lack of blaming and finger-pointing

All hands on deck approach to system emergencies

Celebrate successes, don’t forget to Breathe!

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Q & A

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Building Happy and Productive Vendor Relationships

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Parting comments

Defining moments

Thank you for your time

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Building Happy and Productive Vendor Relationships