Achieving Efficient Government Through Shared Services 2006
10th October 2006, Radisson SAS Glasgow
Agenda
- 08:30 - 09:15: Registration & coffee in exhibition area.
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P1: Plenary
Running time: 09:20 - 10:45
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09:20 - Chair's opening remarks: Peter MacMahon, Scottish Government Editor, The Scotsman.
Peter MacMahon is the Scottish government editor of The Scotsman where he edits the paper's government and public affairs section and writes a weekly column. MacMahon has worked as a Political Editor in both Holyrood and Westminster and appears regularly on television and radio as a commentator on Scottish and UK politics. He has written widely on Scottish politics and the public sector in Scotland, including contributing to the Observer, the Daily Mail, the Sunday Times, Business Insider and the Edinburgh Evening News. MacMahon was the founding editor of Policy Review magazine. From October 2000 to November 2001 he was Press Secretary to Henry McLeish, the then First Minister. -
09:30 - Keynote; Ruth Parsons, Head of Public Service Reform & Efficiency Group, Scottish Executive
Ruth Parsons joined the Scottish Executive in April 2005 as Head of the Changing to Deliver Division following a 21 year career in HM Customs and Excise. She has extensive experience in driving strategic change programmes and in delivering significant service delivery improvements – key components of the Changing to Deliver agenda. Ruth joined the Scottish Executive in April 2005 and was responsible for developing the Executive’s organisational strategy and supporting its subsequent implementation strategies to drive and support change and continuous improvement. In January 2006, Ruth took up a new post as Head of the Scottish Executive’s Public Service Reform Group. In Customs and Excise, Ruth led a team of 200 professional auditing staff across the UK managing the indirect tax affairs of the largest businesses in Scotland, Northern Ireland and the North of England. She also led a major transformation programme, developing a new strategy for dealing with the UK’s largest businesses. During a secondment to the Inland Revenue as Deputy Director of their National Insurance Contributions Office, Ruth had responsibility for managing 3,500 people and collecting £60bn in NI contributions. She also led a comprehensive business review of the organisation. Ruth has worked closely with Cabinet Office, firstly in supporting the Civil Service Reform agenda in Scotland, and latterly contributing to the programme for Improving Leadership Capacity in the Senior Civil Service. Ruth is a Fifer by birth and lives in Limekilns with her son, David. Her interests include football, reading and gardening. -
09:50 - Caroline Stanger, Director of Business Support & Development , Cambridgeshire CC
Caroline was born and educated in Birmingham and studied Classics at Cambridge University. She joined Cambridgeshire County Council in 1980 as an assembler programmer and worked in IT for the next 15 years finally becoming Head of Operational Support. Following a restructure she became Corporate ICT Client Manager and was subsequently appointed Programme Manager for the Councils Millennium Bug programme. During this period, and drawing on her experiences, in 1999 she co-wrote ‘The Millennium Timebomb’ which was published by the Institute of Directors. After 2000 took responsibility for leading the Council’s e-government and modernisation programme. In 2003 she took up a 2 year secondment to the ODPM as a senior e-government advisor. Caroline returned to Cambridgeshire to take up the role of Director of Business Support and Development in which her responsibilities include efficiency and shared services, programme and project management, business change, procurement and contract management and business support. -
10:10 - Sue Gooch, HR Outsourcing Manager, BT Scotland
With over 20 years in various HR roles, Sue has experienced first-hand the evolution and transformation of BT’s HR services. For the last 4 years Sue has worked with Accenture HR Services, BT’s outsourcing partner. Instrumental in the 2005 contract renewal, Sue continues to be a key player in the transition and transformation activity. -
10:30 - Q & A
- 10:45 - 11:15: Refreshments & networking in exhibition area.
- 11:15 - Breakout sessions 1 (choice of 5)
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IMP 1: Governance
Running time: 11:15 - 12:30
Creating the conditions for success in developing multi - organisation shared service arrangements for Scotland's Public Services. An exploration of the political and practical issues that must be dealt with to maintain democratic accountability
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IMP 2: Managing the shared services project.
Running time: 11:15 - 12:30
The Warwickshire Direct Partnership (WDP) has experience of shared services including a highly successful joint procurement of a CRM system now implemented by all six partners.
The presentation describes the Partnership’s experiences – warts and all – of its journey towards shared services identifying lessons learnt, the pitfalls and the benefits.
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STR 1: Building the business case.
Running time: 11:15 - 12:30
Building the Business Case
The journey towards effective and sustainable shared services begins with a robust Business Case.
Experts from Ernst & Young will address:
Strategic context for building a business case
Political context and the need for service improvement
Benefits management
A balanced view of the benefits
What a good business case looks like
Moving from good to create great
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STR 2: Options for sharing & sourcing
Running time: 11:15 - 12:30
Building Commercial Models for Successful Local Government Shared Services.
Many options exist for sharing and sourcing services. As the largest Government Business Transformation partner in the UK, BT and its partners have experience of many of these. Listen to some of BT 's Local Authority partners talk about the different commercial models they considered in developing their shared services, and explore the factors to consider when building your own strategy.
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STR 3: Smoothing the way to shared services in local government.
Running time: 11:15 - 12:30
How building an effective national infrastructure facilitates the integration of local government services to deliver maximum Citizen benefit: The Improvement Service
Managing people, processes and cultural transformation for successful organisational change, as part of the Efficient Government agenda: East Lothian Council
Supporting successful Shared Services implementation: Sopra Newell & Budge
- 13:30 - Breakout sessions 2 ( choice of 5)
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IMP 3: Organisation design
Running time: 13:30 - 14:45
1. Context of organisation design in Shared Services programmes
2. General principles
3. Bottom up and top down approaches
4. Populating the organisation
5. Case study from the Public Sector
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IMP 4: Defining & managing your service requirements
Running time: 13:30 - 14:45
This session will focus on how shared services will allow the development of a national automated model for Facilities Management to replace the current information available to Health Authorities. This model will operate with exception reporting and offer benefits of quality improvement, performance focus, standardisation, best use of resource and balancing of capacity and demand..
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STR 4: Scoping options.
Running time: 13:30 - 14:45
The Latest Thinking in Shared Services for Government in Scotland”
The Scottish Executive is engaged in an extensive consultation exercise around shared services.
This session will:
*provide comprehensive early feedback from this consultation work
*solicit your views on the way(s) forward for shared services in Scotland
*establish priority areas for additional focus and further research.
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STR 5: Internal versus external provision
Running time: 13:30 - 14:45
Shared Services- Build or Buy? So you've decided on shared services- what next? Do you go ahead and build it internally, or do you outsource? This session will guide you through the options - and help you make the right decision for your circumstances.
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STR 6: EDRM ( Electronic data & records management)
Running time: 13:30 - 14:45
Scottish Executive has successfully rolled out a comprehensive Electronic Document and Records Management system across the organisation. Now it is time to look ahead at the next step of the project. Workflow will play an important part in achieving greater efficiencies through automating processes.
- 14:45 - 15:15: Refreshments & networking in exhibition area
- 15:15 - Breakout sessions 3 (Choice of 5)
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IMP 5: Planning & execution of service migration
Running time: 15:15 - 16:30
Award-winning Surrey County Council shares its real-life experiences of successfully implementing Shared Services.
Presented in conjunction with Achiever Software topics covered include managing cultural -change, gaining user and management buy-in and migrating to a new call logging system to help improve customer service, streamline processes and monitor benchmarking and targets.
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IMP 6: Managing change & the workforce
Running time: 15:15 - 16:30
Taking an internal operational unit, such as procurement or HR and turning it into a customer focused service involves significant change. People have to behave differently & develop commercial & customer management competencies. In this workshop we will look at the challenges of turning your current operations into shareable services.
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STR 7: CRM & shared services
Running time: 15:15 - 16:30
Expanding the existing implementations of contact centre based CRM into a shared services environment across and within organisations will improve citizen satisfaction and drive operational efficiency.
The notion that this ambition is directly comparable to the private sector or in any way a trivial task will be the focus of this workshop and debate.
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STR 8: Leadership & Buy-in
Running time: 15:15 - 16:30
* The importance of getting buy-in at all levels
* Change management techniques
* Stakeholder mapping
* Change readiness
* Clear decison-making process
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STR 9: Procurement of shared services- Legal and Strategic Issues
Running time: 15:15 - 16:30
The session will cover:
* the legal agreements which would need to be put in place and
the processes leading up to revised service arrangements
* strategic questions for management, contracting and approvals
requirements
* ongoing performance monitoring and coping with change
* issues surrounding shared property and estates asset management.
- 16:30 - 17:30: Drinks reception in exhibition area.
*Agenda, speakers & timetable subject to change or alteration.
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