At NUS, procurement has undergone a remarkable transformation over the past three years, bidding farewell to outdated practices. Gone are the days of the search for three quotations from different companies to facilitate a simplified quotation or the cumbersome processes of initiating Invitation To Tender (ITT) or Invitation To Quote (ITQ) for high-value acquisitions once a year.
The desire to increase the level of effectiveness, efficiency, and productivity became obvious as past organisational surveys revealed the accumulated pain points due to the preceding rigid and inflexible procurement system. Longer time to complete a procurement process such as multiple approvals required for purchase and outdated procurement thresholds highlight the need for continuous adaptations to align with the evolving procurement environment.
In 2021, NUS Central Procurement Office (CPO) embarked on a search for a new system that could align with its evolving needs, integrate the industry’s best practices, and streamline procurement processes. The strategic decision to adopt Smartbuy as the digital procurement system is grounded in a thorough assessment with the various stakeholders on their requirements.
Smartbuy, powered by SAP Ariba, offers several advantages. It is a unified platform that streamlines workflows, reduces manual errors, and improves operational efficiency. The system also offers real-time visibility into procurement activities, including spending data. This transparency enables better decision-making, risk management, and compliance monitoring. Users can enjoy a shopping experience just like any online shopping platforms with an add-to-cart feature in Catalogue Buy.
The shift from department users managing the ITT/ITQ process to CPO assuming the role of the buyer also represents a significant transition in procurement dynamics. Previously, the responsibility of initiating and overseeing ITT/ITQ fell upon the shoulders of individual department users, adding an extra layer of complexity to the procurement workflow. Recognising the need for a more centralised and strategic approach, CPO is now taking the lead.
To foster adoption among the stakeholders involved, CPO and NUS Agility Office (AO) collaborated on a series of change management activities like community briefings, clinic sessions where over 2,900 people attended. Self-help resources were pooled in a dedicated webpage that served as a repository, providing a convenient hub for all staff to stay informed throughout the transition.
Smartbuy clinic - hands-on session where staff learned the functionalities of Smartbuy
Smartbuy launch video production
Adapting to Smartbuy has not been a walk in the park, but it is evident in a recent survey that the NUS community met the challenge head-on.
“The implementation of Ariba definitely needed a lot of adapting and understanding of how the processes will now work for us and our vendors. However, with the support of my CPO partner, I am able to better guide my vendors.” – Tammie Moo, requestor, E&A staff
“So far it has been quite smooth, aside for some bugs from the system here and there. However, the CPO team has been always on the ball in assisting and resolving such issues.” - Louis Gan, Requestor/Approver, research staff
While the launch of Smartbuy marks a significant accomplishment, the journey doesn't end here. Recognising the importance of continuous improvement, efforts are ongoing to review procurement processes. Additionally, user feedback is actively collected and analysed, guiding system enhancements to meet the dynamic needs of the university.
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