Mike WilliamsonAustrailia'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"
Sean Boots
kingbain
