Box 3. Factors to consider when outsourcing

Any institution or group considering outsourcing a particular experimental protocol needs to bear in mind several factors that could determine success or failure. These are listed below.

Availability and proximity. One of the first steps in outsourcing is finding a CTP that can provide the service you want. Websites are available that provide good information on services available within regions (e.g., http://www.biocompare.com/). Location of providers that are close to home can reduce shipping costs and also provide the opportunity for the researcher to visit if troubleshooting is required. Many local academic institutions provide access to facilities for both in-house and external users and offer competitive pricing based on cost-recovery models. Even so, these CTPs may not have facilities for high-throughput projects or projects requiring delivery within short time frames.

Track record. Many CTPs provide a list of references as testimony of their track record. Although these may provide an indication of capability and include peer-reviewed publications in high-ranking journals, they seldom provide insight into performance in terms of service delivery. Websites are available that provide reviews of services (e.g., for DNA sequencing services, see http://www.nucleics.com/DNA_sequencing_support/sequencing-service-reviews.html). But perhaps the best way to assess track record is to talk to others who have used the service.

Standards for publication. A key question of increasing importance is whether the experimental design and resulting data will meet the accepted minimum standards for publication (e.g., MIAME (minimum information about a microarray experiment)³ or MIAPE (minimum information about a proteomics experiment)⁴). Most commercial CTPs should be aware of these and will note how their service complies with appropriate standards. This is an example of where the client needs to be sufficiently informed of the quality of service required.

Costs. When the option of completing the work in-house is available, the decision to outsource may rest entirely on a cost analysis. Some of the less obvious costs that need to be figured into this analysis include sample preparation, shipping (e.g., the cost of international courier on dry ice can be considerable) and permits required for import and export of biological material.

Time frames for service delivery. The time frame for completion of a research milestone is often a key factor in the decision to outsource research and the selection of a CTP. Quotations will often state time frames for delivery and may even include progress payments linked to milestones, but an important question is what action can be taken if milestones are not met. Consideration needs to be given to how delays or failure to deliver might affect the overall research outcomes.

Failures in service delivery. Though none of us like to set out with an expectation of failure, a critical issue that should be addressed when considering outsourcing is how to deal with possible failures or delays in service delivery. The first step toward this involves defining what constitutes acceptable service delivery, and from that, what action is to be taken in the event that problems arise. Although refunds may be given or payments withheld for poor service, this may not adequately compensate for delays in achieving critical research outcomes or the direct and indirect costs borne by the researchers in establishing faulty service.

Data delivery, security and format. Many outsourced services result in generation of large volumes of data. A key question is how that data will be transferred back to the client, and what measures are in place to ensure that data are secure. Some providers will store data for clients for extended periods after the project is completed, whereas others may purge their system as soon as receipt of the data is acknowledged. If data security is a major priority then details of how and when data files will be removed from the CTP's systems should be sought. Another important question is whether the data are in a format that can be read or analyzed by the client. In some cases, the CTP will supply specialist software required for data visualization and analysis as part of the contract package. However, others may allow only limited access or require purchase of a license for specialist software. These costs may not necessarily be included in the cost-for-service quotation.