Austrailia's early 2000s experiment with a #SharedServices organization is super interesting.
Super impressed that they actually checked that their #centralization effort was delivering on it's claims.... and it wasn't.
The original business case was "fundamentally flawed" and has "resulted in a total cost to the State of $473 million" instead of the expected savings of $68 million/year.
* 91 per cent of sampled agencies comment that service delivery has deteriorated upon transitioning to shared
services.
* Over 80 per cent of the sampled agencies reported that processing timeframes have worsened
* rolling-in to the DTFSSC has had a detrimental impact on the operations of the majority of rolled-in agencies
"The Authority concludes that the current structure of the DTFSSC is problematic. It is a monopoly provider, with a mandated client base and a lack of meaningful service level agreements. This means that there are minimal incentives for DTFSSC to improve service delivery and few ways in which client agencies can hold DTFSSC accountable"
#gcdigital
https://www.erawa.com.au/sites/default/files/Final%20Report%20-%20Inquiry%20into%20the%20Benefits%20and%20Costs%20Associated%20with%20the%20Provision%20of%20Shared%20Corporate%20Services%20in%20the%20Public%20Sector%20-%2010%20June%202011.PDF
Sean Boots
Mike Williamson
kingbain
