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How one organisation achieved a 45% improvement in service through a whole of government shared service Lessons learned from Northern Ireland Government’s shared services journey

How one organisation achieved a 45% improvement in service through a whole of government shared service Lessons learned from Northern Ireland Government’s shared services journey

In this article, Paul Wickens, Deputy Secretary, CIO/CEO for ESS at the Northern Ireland Civil Service, explores the core elements of ESS’ shared services vision, the lessons learned from their journey to date and the major efficiency gains they have realised as a direct result of a whole of government approach to transformation.

Improving efficiency and effectiveness through back-office transformation in government

Improving efficiency and effectiveness through back-office transformation in government

In this report, SSON takes a look at the strategies New Zealand Post, Auckland Council and Victoria Police are using to transform their back-office through people and processes and how this is driving productivity and reducing inefficiency throughout each organisation.

Interview transcript: Expanding your Customer Base to Increase Efficiency across Government

Interview transcript: Expanding your Customer Base to Increase Efficiency across Government

In this interview, Andrew Whale Executive Director A/g, Partnership Services, Shared Services, ACT Government, explores the evolution of his shared service, from establishment 8 years ago to achieving efficiencies for approximately 9 ACT directorates. In doing so, he will explore the crossroads at which his shared service is at and the potential for a whole-of-government shared service.

Tool-kit to driving whole of government approach to back-office transformation

Tool-kit to driving whole of government approach to back-office transformation

This tool-kit has been complied based on industry research and includes advice from government organsations at different stages of the transformation journey on how to improve efficiency and service delivery through transformation. Download the tool-kit to find out more about how you can:

  • Decide on a fit for purpose operating model
  • Build the business case for change
  • Create an organisational vision for back-office transformation
  • Remove inefficient processes and focus on areas that deliver value
  • Put the customer at the heart of business decisions
  • Overcome challenges and roadblocks along the journey
  • Create a high performance culture to effectively facilitate change
Expanding your Customer Base to Increase Efficiency Across Government

Expanding your Customer Base to Increase Efficiency Across Government

Shared services are usually introduced to capitalise on economies of scale, moving administrative tasks away from individual business units into a central operation unit. However, once a shared service is established, what is next on the continuum of service delivery? 
In this video interview, Andrew Whale Executive Director A/g, Partnership Services, Shared Services, ACT Government, explores the evolution of his shared service, from establishment 8 years ago to achieving efficiencies for approximately 9 ACT directorates. In doing so, he will explore the crossroads at which his shared service is at and the potential for a whole-of-government shared service.
How Australia Post is innovating their back-office with employees at the centre of transformation

How Australia Post is innovating their back-office with employees at the centre of transformation

In this article, Julie Williams, Former Head of People Services at Australia Post, shares how Australia Post is transforming their shared services function to become customer-led and the tools and strategies other government organisations can employ to embed speed, agility and innovation to evolve their shared services to become more strategic, efficient and customer-centric.

Revolutionising public sector shared services to keep up with changing customer demands

Revolutionising public sector shared services to keep up with changing customer demands

In this interview, Caron Alexander, Director of Digital Shared Services, Department of Finance UK explores the strategies her shared services team is implementing to enable corporate services to become nimble to keep up with customer expectations and the lessons that Australian government organisations can learn from their journey to date.

Lessons learned from Queensland Shared Services Transformation journey: Driving a culture of change to deliver improved services

Lessons learned from Queensland Shared Services Transformation journey: Driving a culture of change to deliver improved services

In this case study, Irene Violet Assistant Director General, Queensland Shared Services, Department of Science, Information Technology and Innovation, explores the specific steps QLD SS took to create a culture of change to support their new shared services vision and the lessons learned from their transformation journey to date.

Balancing Agility and Governance to Effectively Deliver Customer Satisfaction

Balancing Agility and Governance to Effectively Deliver Customer Satisfaction

In this presentation from Shared Services and Outsourcing Week 2018, Lori Burdon, Director, Portfolio and Change at Queensland Shared Services talks about: 

  • Balancing the MOG changes

with BAU

  • Keeping the customer at the

centre

  • Lesson learned and

opportunities for

improvement


Data-driven decision making for local council

Data-driven decision making for local council

In this presentation from Shared Services and Outsourcing Week, 2018, Warren Dean, Senior Data Analyst for the City of Casey discusses: 

• Challenges faced by the City of Casey

•Analytics for how the City of Casey is using their data and open data. 

•Analytics for future planning