The combination of research, interviews, mystery shopping and workshops strongly suggested that there is a good opportunity for them.
There is a sizeable local market, of small businesses, and whilst there is a fair amount of competition, there are only a few that should be considered a threat.
The staff within the department, whilst expressing some concerns, seem to be up for the challenge and for the work that will be involved.
Perhaps the biggest challenge will be in developing and then maintaining a high level of enthusiasm for this project within the rest of the organisation. Whilst they seem, at the moment, willing to go with the project, there may be times when that enthusiasm wains. The roles of internal communication and customer service will be paramount in keeping them onside.
The biggest issue was the skills gap. Their internal network was on Microsoft Server 2003 whilst the market was using a combination of Microsoft Small Business Server (various versions), Server 2008 and also moving onto Server 2011. The cost of the upskilling would make the first year, or even two, unprofitable.
This project never went ahead but that was the point of the viability study – to see whether it was an opportunity that made sense to commit to.