Case Study - Evaluation of MSF Shared IT Services

Client

Médecins Sans Frontières (MSF), also known as Doctors Without Borders, is a globally renowned medical humanitarian organization that provides emergency aid in crises caused by conflict, epidemics, healthcare exclusion, and natural disasters. As part of its movement-wide structure, MSF established the Vienna Evaluation Unit to guide and manage evaluations of its diverse projects.

Opportunity

In 2019, MSF launched Shared IT Services (SITS) to streamline IT operations across its network, aiming to enhance efficiency, reduce duplication, and improve service quality. With over 130 services supporting approximately 36,000 users across 43 offices, SITS plays a crucial role in IT delivery. However, questions remained about the value for money and efficiency gains compared to market alternatives. MSF commissioned an independent evaluation to assess SITS' performance, particularly its security services, license management, Microsoft SaaS solutions, and cloud hosting, ensuring alignment with movement goals while addressing client satisfaction and equity.

Approach

To evaluate the effectiveness and efficiency of SITS, we engaged stakeholders through interviews, reviewed key documents, and drafted an inception report to validate our approach. A thorough analysis, guided by a Value-for-Money framework, compared SITS services against market alternatives and internal DIY solutions. Following input on the draft evaluation report, the final findings were prepared and presented to the SITS board with actionable recommendations.

Outcomes

The project delivered a comprehensive evaluation report, providing clear insights into SITS’ performance in terms of cost-effectiveness, efficiency, and movement-wide outcomes. The findings, coupled with strategic recommendations, enabled the SITS board to refine its service delivery and strengthen its value proposition within MSF’s global framework.

Technologies used