Utility NiSource Inc. is transforming key business processes and technology functions, assisted by IBM and EquaTerra, a multi-national outsourcing and insourcing advisory firm. The ten-year agreement between NiSource and IBM came into effect on 1 July 2005. It calls for IBM to operate a broad range of business support functions for NiSource, including customer contact, meter-to-cash (billing and collections) and IT areas.
EquaTerra has assisted NiSource to assess the potential benefits of outsourcing for its unique transformation requirements, selecting the service provider, due diligence and contract negotiations. EquaTerra advisors are continuing to work with the utility in transitioning business processes to IBM, and developing an outsourcing governance programme to help ensure that both NiSource and IBM achieve the anticipated value of the agreement.