Insights and lessons from a shared service journey The Hamilton - - PowerPoint PPT Presentation

insights and lessons from a shared service journey
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Insights and lessons from a shared service journey The Hamilton - - PowerPoint PPT Presentation

Insights and lessons from a shared service journey The Hamilton City Council and Rotorua District Council story Introduction Overview of the RDC and HCC shared service journey Insights gained and lessons learned from the journey


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SLIDE 1

Insights and lessons from a shared service journey

The Hamilton City Council and Rotorua District Council story

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SLIDE 2

Introduction

  • Overview of the RDC and HCC shared service

journey

  • Insights gained and lessons learned from the

journey

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SLIDE 3

Background

  • Early in 2011, discussions between senior IT staff at

HCC and RDC highlighted both councils were:

  • At a similar stage for implementing web

strategies

  • Increasing customer demand to do business
  • nline
  • Political pressure to ‘do more with less’
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SLIDE 4

Hamilton City Council website

  • Live March 2012
  • SharePoint 2010
  • DATACOM Customer

Connect

  • Award winning

ALGIM Best Redevelopment Website 2012

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SLIDE 5

Rotorua District Council website

  • Live September 2012
  • Reused Information

Architecture

  • Leveraged HCC’s project

resourcing

  • Extensible framework for
  • ther services
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SLIDE 6

Dogs online

  • Range of dog related services

including registration, renewals and change of details

  • Integration with backend

systems

  • Developed common business

processes

  • 7000 registrations in first month
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SLIDE 7

Submissions online

  • Simplified submission

review and administration processes

  • Flexible framework to

be applied to any type

  • f online consultation
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SLIDE 8

Insights and lessons learned

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SLIDE 9

Ideology vs. business demand

  • Shared services is the flavour of the month
  • Cost savings
  • Protecting autonomy
  • There needs to be clear business drivers
  • To deliver a end user service
  • Business benefits need to be identified and validated

up front

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SLIDE 10

It only takes two to share

  • Size of the pioneering group
  • Agility vs Validation
  • Shared vision
  • Being upfront about what you want to achieve
  • An unequal or unfair share of something

contributes more than nothing

  • Everyone needs to bring a positive net

contribution

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SLIDE 11

Relationships are key

  • Importance of trust
  • Trust is the only antidote to issues around

sovereignty

  • Governance models, contracts, MOUs are

necessary but not a substitute

  • A mayor's or CE's directive to their

respective organisations to work together to develop a shared service is not enough.

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SLIDE 12

Picking your partners

  • Geographical location
  • Logistically practical but can potentially

have sovereignty issues

  • David and Goliath
  • Sibling rivalry
  • Size and maturity needs to be comparable
  • Programme alignment is a must
  • No Trojan horses
  • Councils
  • Vendors
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SLIDE 13

Benefits from Shared Services

  • Improved service levels
  • Financial benefits
  • Reduced technology costs
  • Standardised business processes leading

to business efficiencies

  • Trust built enables further shared services
  • Reduced risk
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SLIDE 14

Benefits from Shared Services

  • Better outcomes through challenging and

leveraging each other processes

  • Political capital with regards to shared

services

  • Validated each others IT challenges
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SLIDE 15

Questions?