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.
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
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.
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
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.