Governments and higher education institutions today need shared services to address the challenges of increased customer expectations and budgetary constraints. However, just like other functions, shared services need an operating model that aligns the interests of all stakeholders, especially customers, to achieve the set of targeted benefits.
In this video, Everett Ross, Deputy Director, Office of Budget and Management, State of Ohio, and Lori Elmore, Operations Director, Ohio Civil Service Employees Association, talk about the role of people, process and technology in developing an efficient public sector shared services workplace model, as well as the need for continuous training and development, and process improvement. Discussions include:
Sustaining the value that public sector shared services can generate
Understanding the customers and meeting their needs
Streamlining and standardizing processes
Building key relationships while implementing shared services across government bodies