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

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’

Hamilton City Council website

• Live March 2012
• SharePoint 2010
• DATACOM Customer

Connect

• Award winning

ALGIM Best Redevelopment Website 2012

Rotorua District Council website

• Live September 2012
• Reused Information

Architecture

• Leveraged HCC’s project

resourcing

• Extensible framework for
• ther services

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

Submissions online

• Simplified submission

review and administration processes

• Flexible framework to

be applied to any type

• f online consultation

Insights and lessons learned

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

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

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.

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

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

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

Questions?