Case Study: Retained SIAM Model and Shared Services Transformation Client: A Central Government Department and Subsidiary Agencies Delivery Partner: Regal Evolve & Associates Challenge: Ineffective managed service contract and need for strategic transformation to an in-house shared services model The Opportunity A major central government department and several of its affiliated agencies were undergoing a significant transformation programme. They had previously engaged a single managed shared services provider to deliver operational IT services, aiming to enhance performance and user experience. However, the existing contract was falling short of collective needs. To address this, the department sought to build a new internal managed shared services organisation capable of delivering high-quality IT services both for itself and its sister agencies. A key enabler for this shift was adopting a retained Service Integration and Application Management (SIAM) model. This would allow the department to coordinate multiple suppliers internally, with the following objectives: Full ownership and control over ICT services Reduced dependency on a single provider Specialist supplier integration for each service area Improved quality and efficiency through collaboration A seamless, insourced end-to-end service delivering best-in-class IT to all agencies Due to Regal Evolve & Associates’ successful delivery of a retained SIAM model for another central government agency, we were directly approached to explore this opportunity. Following a detailed options paper and business case presented to our client’s executive boards, we were awarded the contract. This transformation spans 14,000 end users across four agencies, indirectly supporting 1.4 million public sector employees — making it one of our largest and most impactful engagements to date. Our Approach At Regal Evolve & Associates, our Managed Professional Service engagements are built upon three core values: Client Enablement Teams of Excellence Impartiality Every programme is overseen by a Portfolio or Technical Director to ensure executive-level alignment and accountability from day one. Our Portfolio Director worked alongside the client to ensure full alignment with strategic outcomes and to oversee progress, performance, and reporting. Recognising the importance of continuity, we began by working in partnership with the incumbent service provider to ensure a smooth and uninterrupted transition of services to the new internal shared services model. We rapidly deployed a team of specialists within two weeks , including experts in: Service Design Portfolio Design Project Accounting Our Solution We engaged stakeholders through structured meetings and workshops, enabling a shared understanding of the programme’s goals, challenges, and infrastructure. Our core objective was to deliver a retained SIAM model that was user-aligned, resilient, agile, transparent, and innovative. To support this, we produced a Discovery Report that included: Key Findings As-Is State Assessment To-Be Target Architecture Solution Options Strategic Recommendations This report was modular and fully costed, enabling leadership to clearly understand and approve the required changes. A portfolio of programmes was defined to establish the new internal managed shared services function, including a modern cloud-first technology platform. The portfolio comprised three main programmes: 1. Transform • Build a new cloud-native environment in Microsoft Azure • Roll out a digital workplace using the Microsoft 365 suite • Execute a remediation strategy to move from legacy to modernised systems 2. Organisation Design and implement a new Managed Shared Services Organisation Develop an operating model , service catalogue, and governance framework 3. Transition Oversee exit and commercial disentanglement from the incumbent provider Manage service transition to the new SIAM-led model, including tooling and service design adoption The Outcome This engagement is transforming the client’s operating model, empowering internal teams, developing new capabilities , and significantly improving service quality and responsiveness. With the discovery and design phases now complete , Regal Evolve & Associates has taken on a senior delivery management role as the client moves into full implementation. Our collaboration is grounded in openness, trust, and shared outcomes —a partnership that continues to grow in strength and strategic importance.