Zoological Society London - Independent Supplier Review

 ZSL London Zoo is the world's oldest scientific zoo and was opened to the public in 1847.  Today it houses a collection of 755 species of animals making it one of the largest collections in the United Kingdom.  It is managed by the Zoological Society of London along with ZSL Whipsnade Zoo in Bedfordshire.  The zoo relies on Fellows, Friends, Members, visitor entrance fees and sponsorship to generate income.  In 2007, there were over one million visitors, representing a 25.5% increase over the previous year. 

The Accord Partnership was requested to help optimise the outsourcing partnership ZSL used to handle all visitor bookings and ticketing.  In particular, the requirement was for Accord to improve the existing processes in place to manage these business critical functions and ultimately enhance the service delivery performance of ZSL's outsourcing partner.   

A detailed supplier review was completed to identify and quantify the issues and inhibitors within the outsourcing relationship, including analysis of the supplier's adherence to service levels and the current commercial arrangements to establish their relevance and value for money. The review, which included structured interviews with key stakeholders, also studied the interaction processes to determine how effectively the two organisations were working together.

Accord was able to identify, quantify and prioritise opportunities to improve service delivery within this outsource relationship, and consequently managed the implementation of these recommendations, which included helping ZSL's IT department to work more effectively with this outsource partner. This has enabled ZSL to realise measureable improvements in service delivery performance and achieve significant cost savings_^.