Shared Services 2006
14th / 15th September, QEII Conference Centre, London
Agenda - Day 1
- 08:30 - 09:55: Registration & refreshments in exhibtition area.
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P1: Plenary 1
Running time: 10:00 - 11:10
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10:00 - Chair's opening remarks;Chris Price, Partner, Alsbridge
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10:10 - Keynote: John Oughton, CE, OGC
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10:40 - Chris Wilson, CE ,4Ps
- 11:10 - 11:40: Refreshments & networking
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P2: Plenary 2
Running time: 11:40 - 12:00
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11:40 - Daniel Rona: Managing Director, NHS/Xansa
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12:10 - Tim Lloyd, Managing Partner, Alsbridge
An Expert Point of View on the Readiness of the Market to Support the Delivery of Shared Services “The scale of the UK Public Sector shared services programme implies a huge demand for a wide range of specialist skills, some in short supply. Many will come from internal sources, but there will be a huge dependence on the private sector. This session will discuss the ability of the private sector market to deliver these skills ,ways to select and manage resources, how to share accountability and how to ensure you get a fair and workable solution.” -
12:40 - Q & A
- 13:00 - 14:00: LUNCH
- 14:00 - Breakout Sessions 1 (Choice of 5)
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IMP 1: Technology: Building a Shared Services Infrastructure
Running time: 14:00 - 15:00
Applications Management and assessment, Delivering a roadmap to a Shared Services IT environment, Enabling standardization and common processes
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IMP 2: Engaging the organisation with change
Running time: 14:00 - 15:00
Assessing the capacity for change and where the change investment needs to be made.
Sources of support materials and information - This could include the Cabinet office material and OGC but would cover change and programme management support and capacity material hosted by the IDeA's website.
Using an e-learning approach to convey and embed the change messages
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OP 1: Providing shared services to new partners
Running time: 14:00 - 15:00
Can the service accomodate more partners?
What are the pro’s & con’s ?
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STR 1: Building the business case
Running time: 14:00 - 15:00
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: Understanding the procurement regime
Running time: 14:00 - 15:00
The public procurement rules
Update on European case law: when you must procure competiively
Competitive dialogue, Procurement costs, timescales & resourcing
- 15:00 - 15:30: Refreshments & networking
- 15:30 - Breakout sessions 2 (Choice of 4)
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IMP 3: Shared Services: Transformers in disguise
Running time: 15:30 - 16:30
Don't be deceived. Shared services have the potential to completely transform both the back and front office. But only if they are part of your broader transformation agenda. This session, which includes a case study, explains the underlying design principles for successful Shared Services.
Is it good to share? Come and find out
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OP 2: Managing the customer
Running time: 15:30 - 16:30
The customer contact model
* Identifying your custumer base
* Using contact data to drive customer satisfaction
* The use of ESS & MSS in customer support
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STR 3: Sourcing options
Running time: 15:30 - 16:30
“One of the key components of a shared services strategy is the ‘sourcing’ of the service and this has major implications for the business case.
This session will describe how the Police Force tackled this aspect of their strategy. It will include a discussion of the pros and cons of each option they examined, and will cover; insourcing, outsourcing , joint ventures and when and how to proceed”
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STR 4: The retained function
Running time: 15:30 - 16:30
How do you ensure that the retained function is redesigned to ensure shared services are properly managed and supported? How do you ensure that the business understands how the shared services processes work?
- 16:30 - 17:30: Drinks reception.
Agenda - Day 2
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P3: Expert panel session: Change Management
Running time: 09:30 - 10:40
Four panelists bring a variety of differing experience and views to answering delegates questions
- 11:00 - Breakout sessions 3 (choice of 5)
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IMP 4: TUPE & all that
Running time: 11:00 - 12:00
The impact on HR of the chosen model, Overview of TUPE, additional considerations in the public sector (e.g. Code of Practice on Workforce Matters), TUPE issues on expiry/termination of relationship, The alternative basis of secondment or “choices” - the legal and practical issues of secondment (e.g. powers issues, control of and accountability for performance, liability for staff actions/claims), Staff mobility on restructuring
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OP 3: Continuous improvement
Running time: 11:00 - 12:00
How can lean six-sigma be used to improve shared service processes
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OP 4: People, Process & Technology
Running time: 11:00 - 12:00
This session will examine the role and interdependency of technology, people and process, discuss and demonstrate how we can use technology as an enabler and catalyst for shared services process improvement It will look at mprovements in efficiency and productivity and share experience of how process, people and technology differ in a shared services environment.
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STR 5: Technology options
Running time: 11:00 - 12:00
Whether organisations are looking to establish or buy into a shared service, they will be faced with major technology decisions.This session will cover: Current technology trends, Technology options for a service provider, Technology options for a service customer, Risk and service level issues
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STR 6: Joint Venture-pros & cons
Running time: 11:00 - 12:00
Why enter into a joint venture? What works, what doesn’t? What is right for you?
- 11:10 - 11:40: Refreshments & networking
- 12:00 - 13:00: LUNCH
- 13:00 - Breakout session 4 (Choice of 4)
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IMP 5: Managing the project
Running time: 13:00 - 14:00
How to plan a project. How long it should take? How to manage the risks, Governance arrangements, How to resource the project
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IMP 6: Front end service delivery
Running time: 13:00 - 14:00
To what extent is new citizen-centric front-office delivery leveraging changes to the back office.
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OP 5: The intelligent client
Running time: 13:00 - 14:00
SLAs. How to manage as a client. Governance arrangements as a client. What happens if it all goes wrong?
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STR 7: Leadership & buy-in
Running time: 13:00 - 14:00
Using a case study this session will explore.
How to introduce a shared services vision - what are the drivers?
Who should lead - does it matter?
Stakeholders - who can stop you succeeding?
Getting ready for shared services - who makes good partners?
Keeping focus, making decisions, getting going - how do you do it?
- 14:00 - 14:20: Refreshments & networking
- 14:20 - Breakout sessions 5 (Choice of 3)
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IMP 7: Organisation design
Running time: 14:20 - 15:20
How to develop the most appropriate structure, Typical organisational structures, What issues should be taken into account and managed, How to know when you've got it right
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OP 6: Benchmarking & market testing
Running time: 14:20 - 15:20
What to benchmark? Why benchmark? What are the actual benchmarks for top quatile
performance? What does market testing mean?
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OP 7: Shared service delivery
Running time: 14:20 - 15:20
One stop shops & Call Contact centres
- 15:20: Conference closes
*Agenda, speakers & timetable subject to change or alteration.
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