Outsourcing distributes execution. It does not transfer liability away from the undertaking that offers the service to the consumer.
Outsourcing Governance for Customer ServicePMV-08
- Objective
- Ensure that the compliance obligations assumed towards the consumer travel down the whole contractual chain, and that the contracting entity can verify them.
- Scope
- Main contract and sub-processing contracts; enumeration of obligations; audit rights; reporting with underlying evidence; prior notification of change; onward sub-processing; reversibility.
- Method
- Mapping of the chain; review of each contract against the obligations assumed at the first link; identification of dilution points; drafting of the clauses that close them.
- Deliverables
- Map of the contractual chain; gap analysis by link; proposed clauses; verification plan for the provider.
- Duration
- Five working days, spread over four calendar weeks.
- Audience
- Contracting entities and outsourcing providers wishing to demonstrate the robustness of their chain.
- Prerequisites
- Copies of the contracts in force along the chain.
- Lawful basis
- Article 28 of Regulation (EU) 2016/679; the national customer service regimes applicable to the markets served.
- Indicative value
- From €7,500. [Indicative value.]
- Delivery
- One-off engagement
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