Shared Services Where next? Paul Wickens Director - NICS Shared Services Organisation

Getting the process right

Reasons for establishing SSO Are no longer just about cost: Effective service delivery is now as important as improving efficiency. Are becoming more strategic: ‘Link to strategy’ is the fastest growing driver for shared services © The Hackett Group 2009

Bringing them all together!

Integrating Shared Services Greater clarity on accountability Sharper focus on the customer experience Enhanced level of collaboration, co-ordination and integration Improved efficiency through rationalisation and co- ordination of specific skills e.g. contract and supplier management Opportunity to benchmark and share best practice

Direction of Travel Today SSO “As Is” Model Target Operating Model SSO 2.0 Transition Transformation Letting the paint dry…. Moving on Journey Map Out of breath!

Reason to Operate as a Multi-function SSO © The Hackett Group 2009

Nearly half of organisations now have multi-functional SSOs © The Hackett Group 2009

Functions included in SSO © The Hackett Group 2009

Hype Cycle for Government Transformation, 2009 © Gartner, 2009

Moving to World-Class Customer Experience: –“The customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.” Customer Experience Management –“The practice of designing and reacting to customer interactions to meet or exceed customer expectations to increase customer satisfaction, loyalty and advocacy.” Gartner (2009)

Efficiency vs. Effectiveness Being efficient doesn't mean you are effective in reaching your goals. “Efficiency is doing things right; effectiveness is doing the right things.” –Peter F. Drucker

The SSO Hackett Value Grid TM EFFECTIVENESS  Partnership  Quality  Talent Management  Cost  Cycle Time  Technology Enablement  Complexity  Governance EFFICIENCY © The Hackett Group 2009

Productivity SSO implementation’s impact on performance Customer Service Quality 83% of companies saw more than 10% of productivity improvement 79% of companies saw more than 10% of quality improvement 75% of companies saw more than 10% of customer service improvement 21 to 40%41 to 60% World-Class >60% 11 to 20% 1 to 10%No ChangeNegative Impact © The Hackett Group 2009

Immediate priorities Establish “as is” SSO on 01 January 2010 No disruption to customers – “business as usual” Resolve residual implementation issues Move quickly from project to service mode Build confidence and manage expectations Deliver quick wins by 01 January 2010 Implement new governance arrangements Develop communications strategy Begin the strategic planning process for SSO 2.0

Thank-you!