'Shared Services arrangements can be broadly defined in terms of a "bundling of supporting processes and non-strategic activities" into a separate organisation or entity which in turn treats these processes and activities as its core business.' (Walsh et al, The Australian Journal of Public Administration, June 2008)
Shared services in Queensland Government
Traditionally, most Queensland Government agencies maintained their own corporate services. These areas were responsible for a broad range of services, including finance, human resources and payroll, asset management and document and records management. The introduction of shared services means agencies are provided with many of these functions through a new shared service provider or technology centre of skill made up of staff from the agencies.
Corporate services
Some corporate services are better suited for delivery on a shared basis, and those delivered by the Queensland Government shared service providers include:
- finance
- procurement
- human resources, including payroll
- the corporate systems that support these functions.
The implementation of shared corporate services is changing the way these services are delivered across the public sector. It is about streamlining work processes, consolidating systems to gain efficiencies and position the Government to more effectively respond to changing demands.
Benefits
Most of the benefits of shared services are achieved through shared service providers enabling 'economies of scale and skill' - larger groups of staff working together and pooling their resources and expertise, reducing duplication and allowing the consolidation of technology. Common systems and standardised, streamlined processes create efficiencies and a whole-of-Government perspective on corporate service delivery. Shared services promotes clever ways of working, and encourages innovation within the workplace. This provides opportunities for staff to expand their skills and contribute to a highly mobile workforce. (See below for links to shared service provider jobs.)
Shared Service Initiative (SSI)
The Shared Service Initiative was implemented from early 2003 to early 2008. During this time, the Initiative achieved a number of significant milestones:
- established six (now consolidated to four) shared service providers - Corporate and Professional Services, Queensland Health Shared Service Partner, Shared Service Agency and CorpTech
- completed collocations allowing reduced overhead costs
- solved performance and connectivity issues for running standardised business solutions through ICE, Fusion and thin client technology
- built service relationships through client and customer surveys, operating level agreements, partnering forums and local business improvements
- completed exhaustive Business Process Review and business solutions selection and contract negotiations
- consolidated computer servers running finance and HR applications from 42 to 6 providing the foundation for saving $10.5 million in operating costs by 2008
- designed, built and rolled out the Finance Business Solution to 11 agencies and the HR pilot was rolled out to the Department of Housing
- rolled out the whole-of-Government eRecruitment solution which now supports the Queensland Government's Smart Jobs and Careers website
- delivered significant financial returns to Government (more than $100 million to date) and significant savings in payroll disbursement contracts, IT infrastructure arrangements and procurement
- consolidated three multi-agency shared service providers into the Shared Service Agency and moved the Shared Service Agency and CorpTech from Treasury to the Department of Public Works.
Embedding shared services
Shared services is now embedded in Queensland Government's operations. This has involved:
- streamlining shared service governance arrangements, including forming the Shared Service CEO Sponsor Group and Executive Steering Committee to replace existing committees overseeing business solution implementation
- embedding fiscal and financial elements of shared services as normal business operations within agencies and shared service providers, including a move from quarantining to fee-for-service
- moving from a centralised implementation model to a shared service provider/customer-agency driven approach.
This approach enables shared service providers to work with their customer agencies to prioritise investment in systems, maximise the business benefits and generate cashable savings.
Shared service provider jobs
View jobs available in the shared service providers on the Smart Jobs and Careers website:
Corporate and Professional Services
CorpTech
Queensland Health Shared Service Partner
Shared Service Agency