Deloitte Shared Services, GBS & BPO Conference SMAC / Enabling Technologies and Shared Services in the Public Sector

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1 Deloitte Shared Services, GBS & BPO Conference SMAC / Enabling Technologies and Shared Services in the Public Sector Carolyn Williamson, Hampshire County Council; David Harker, Deloitte September 2015 Berlin, Germany

Sector Carolyn Williamson, Hampshire County Council;

2 Enabling technologies and shared services in the Public Sector

3 The County A population of 1.8 million 3 rd largest County in UK Area of 3,700 km2

4 Why shared services? Cost efficiencies and savings The ability to share with multiple public sector organisations Protecting frontline services Resilience and capacity for the future

5 Priorities Design Principles Driving selfservice adoption Paperless wherever feasible Maximise self-service Improve consistency and standardisation Simplicity Customer Easy to use and intuitive tools Process design must exploit SAP standard where possible Seize opportunities to simplify policies Maximise co-location Facilitate scalabilty Reflect best practice

use and intuitive tools Process design must exploit SAP standard where possible Seize

6 The Integrated Business Centre Services Business Finance change - Record to Report - OTC - Treasury HR - HR administration - Recruitment services - Pensions - L&D administration Procure to Pay - Purchasing - Invoice processing Payroll Partners Operating Model A public partnership agreement Leading practice end-to-end processes SAP technology Single service centre location Single employer of 300 staff

Purchasing - Invoice processing Payroll Partners Operating Model A public partnership agreement

7 Scale of operations 890,000 Payslips 76,665 Leave requests 310, ,000 Expense claims 535,000 Invoice payments 23,000 Leavers processed 170,000 Bills raised 920,000 7,000 Purchase orders HR related actions People recruited

payments 23,000 Leavers processed 170,000 Bills raised

8 Our digital strategy Mobility Customer Access & Insight Re-designing web services Data optimisation & information management Developing a digitally skilled workforce Collaboration & Communications

9 Using mobile technologies Frees up time for manager and staff to focus on value add activities Reduces errors through the removal of manual re-keying of data Largely removes paper from processes which enhances data security Automates any required approval processes facilitating a more timely end to end process duration Enables employees to undertake transactions themselves, reducing the need for managers, admin or service centre staff to do this on their behalf Improves speed of response Improves data quality

approval processes facilitating a more timely end to end process duration Enables employees to undertake transactions

10 Why mobile Approximately 85,000 Only 25% employees desk based A diverse Only X% (XXX) desk based workforce

11 ESS Lite

13 New mobile apps - purchasing

14 New mobile apps manager approvals

15 Using analytics Unlocking the data and information held in the ERP systems Presenting information in a way that provokes thought and action A modern presentation that refreshes the view of corporate systems A toolkit that allows data manipulation without the need for downloading to spreadsheets etc First step of a journey to integrated analytics Improves data quality awareness

view of corporate systems A toolkit that allows data manipulation without the need for

16 HR dashboards Business change Ease of use and accessibility

17 Procurement dashboard Business change Ease of use and accessibility

18 Order to cash dashboard Business change Ease of use and accessibility

19 What next? Performance analytics Dashboards of service centre and team performance End to End Process performance Focus on continuous improvement Supplier Self Service Allowing customers to self serve PTP enquiries Enter AP Invoices Master Data changes Social media Forums to share practice between service centre users Omni Channel access to help and support Customer Self Service Allowing customers to self serve OTC enquiries Master Data changes Widen on line payment options Robotics Automating manual hand-offs between systems Automation of manual tasks in the service centre and more partners..

Service Allowing customers to self serve PTP enquiries Enter AP Invoices Master Data changes Social media Forums to share practice between service

20 What next? Analytics as a Service Creating an analytics service from the service centre that: Manages and provisions data to the service centre users ERP Data Operational Systems Data Provides and supports analytical and predictive toolkits Provides a dashboard design service Centre of Expertise in data and information

that: Manages and provisions data to the service centre users ERP Data

21 Questions and discussion 21

22 IMPORANT NOTICE This document and any related documents have been provided by HCC for information only and is not intended to be an offer or a legally binding or enforceable contract. The information contained in this document has been prepared by HCC and includes material which is proprietary to HCC and which may have been obtained from various other sources. None of the information including HCC s proprietary information has been verified. No representation, guarantee or warranty, express or implied, is given and no responsibility or liability is or will be accepted by or on behalf of HCC or by any of its members, employees, agents or any other person as to the accuracy, completeness or correctness of the information contained in this document or any other oral information made available or in connection with any projected savings or benefits or other outcomes whether or not realised and any such liability is expressly disclaimed. No reliance may be placed for any purposes whatsoever on the contents of this document or on its completeness. A public body should seek advice from its own legal, financial and other appropriate advisers. Hampshire County Council shall not accept any liability for any loss or damage arising out of any reliance placed by a public body or any other organisation or person upon this document. This document and its contents are confidential and prepared solely for your information, and may not be reproduced, redistributed or passed on, directly or indirectly to any other person in whole or in part.

23 Deloitte Shared Services, GBS & BPO Conference 2015 Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited ( DTTL ), a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see for a detailed description of the legal structure of DTTL and its member firms. Deloitte LLP is the United Kingdom member firm of DTTL. This publication has been written in general terms and therefore cannot be relied on to cover specific situations; application of the principles set out will depend upon the particular circumstances involved and we recommend that you obtain professional advice before acting or refraining from acting on any of the contents of this publication. Deloitte LLP would be pleased to advise readers on how to apply the principles set out in this publication to their specific circumstances. Deloitte LLP accepts no duty of care or liability for any loss occasioned to any person acting or refraining from action as a result of any material in this publication Deloitte LLP. All rights reserved. Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC and its registered office at 2 New Street Square, London EC4A 3BZ, United Kingdom. Tel: +44 (0) Fax: +44 (0)

Annual Shared Services and BPO Conference 2013 Shared services from feasibility through to implementation. Tibor Nagy & Jeppe Larsen

Annual Shared Services and BPO Conference 2013 Shared services from feasibility through to implementation Tibor Nagy & Jeppe Larsen Key considerations Will the corporate vision and goals be reached by