ICT Resourcing: Leading Global Retailer

Case Study

ICT Resourcing: Leading Global Retailer

Case Study

Business-wide transformation to assist the department store maintain its market position.

Client / Sector

Leading Retailer / Australian Retail Sector.

Client Overview

Australian up market department store with sites across Australia and New Zealand.

Client Problem / Challenges

The retailer was undertaking its first major IT transformation program in 10 years and needed access to “On Tap” resources for major projects and operational backfill.

The existing processes for procuring professional services and ICT contractors took 6-8 weeks or more.

Many of their systems and applications were bespoke, ageing and industry-specific so sourcing and procuring specialists to assist with end-to-end business and systems transformation was complex.

Business-wide transformation was required to assist the department store to maintain its number one market position.


The program design and retail intricacies meant that technical expertise was sometimes required at short notice and often for short-term engagements, so the traditional procurement approach and supply chain were unable to meet their needs.

Without a highly scalable and flexible professional services labour solution, transformation, service delivery and budgetary controls would be compromised.


Concert implemented its “Resource as a Service” model spanning retail services, IT and PMO.

Business Outcomes & Benefits

  • Rapid deployment
  • Accelerated service delivery
  • Spin-in / spin-out capability
  • Short term project requirements fulfilled
  • Ability to meet emergency resourcing needs
  • Access to virtual professional services bench
  • Transformation & budgetary risks mitigated