1. Jim Costello - Speaking Notes Shared Service as a Smart Strategy April 2011

2. Agenda  Everybody’s doing it  Ireland  Abroad  Plenty of opportunity  Experience  Collaboration (‘secret sauce’)  Rewards Jim Costello CEO SouthWestern

3. Shared Services Industry - Ireland perspective Processing forms Revenue Agriculture TV Licences ESB Bord Gáis Animal traceability Administration Customer services overflow Cash collection & customer services Injuries Board Administration & customer services Foreign Affairs Passport & visa processing Taxi Regulator Call centre & admin Financial Regulator Consumer association NTMA Prize Bonds, other (NAMA)

4. Shared Services Industry - Abroad

5. Evolution of Shared Service Sector in UK

6. Plenty of Synergies Shared services Claims Health records Take on existing shared service Means testing Applications Payment processing Claims Means testing Single farm visits Payments admin IT consolidation New services Water & waste mgt Shared services Grants Means testing Student loans Student register Grant admin Shared services Claims Means testing Shared services NTMA NAMA Scheme admin Payments/grants Shared Service Opportunities for Government Departments

7. Public / Private Sector Collaboration

8. Experience Transfer of people skills Joint venture models: U se of existing staff resources, bring them on board Pension change: Agreement of new pension arrangement Culture over time: Closely manage 'culture’ shock Pace of change Gradual: Phased programme over agreed period of time to ensure all parties involved pull together for successful execution Geographic: To ensure transition is completed thoroughly, an agreed schedule is followed throughout the network of offices concerned Systems Contractor pays eGovernment security compliance Systems Contractor pays Cloud computing opportunity

9. Approach to Shared Services

10. Synergy = Savings Service Provider Sector toolsets. Funded in private.

11. Rewards

12. Reward  Guaranteed service levels  Efficient service to the Citizen  Low risk  Proven methodology  Experience  Flexible & scalable  Tools & systems  Lower cost  Local partnerships Jim Costello CEO SouthWestern