No if’s about it: the how, who, what, and where of a digital labor center of excellence when you outsource

KPMG’s Hall and Combs discuss digital labor in outsourcing efforts and why organizations should consider the establishment of a center of excellence.

Most enterprises that outsource service delivery to a third-party service provider have in place a center of excellence (CoE.) These CoEs typically focus on streamlining processes, and governing how the two parties’ complementary skills and resources should work together to drive outsourcing excellence.

But when digital labor enters into the contractual agreement between the buyer and the provider, a considerably different shape, form and flavor of governance – what we call a digital labor CoE – is required to effectively address the expanded universe of involved stakeholders and risk and control issues. 

In this podcast Thomas Hall from KPMG Management Consulting, and Kelly Combs from KPMG’s Risk Advisory group, sat down with Stan Lepeak to discuss:

  • Why establishment of your digital labor CoE needs to be an integrated, cross-functional effort
  • Why your company’s strategy drives where the CoE resides, who should populate it, what operational functions it should perform, and what risks you and your partner should maintain
  • Why sourcing contracts need to bring productivity from digital labor out from behind the service provider‘s curtain.


Discover the digital labor risks and opportunities for businesses that use outsourcing services and the providers that deliver them. Read Digital labor promises major disruptions to outsourcing.

Thomas Hall

Thomas Hall

Director, Shared Services and Outsourcing, KPMG (US)

Stan Lepeak

Stan Lepeak

Director, Shared Services & Outsourcing, KPMG (US)