Deloitte Shared Services, GBS & BPO Conference SMAC / Enabling Technologies and Shared Services in the Public Sector Carolyn Williamson, Hampshire County Council; David Harker, Deloitte 22 23 September 2015 Berlin, Germany
Enabling technologies and shared services in the Public Sector
The County A population of 1.8 million 3 rd largest County in UK Area of 3,700 km2
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
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
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
Scale of operations 890,000 Payslips 76,665 Leave requests 310,000 102,000 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
Our digital strategy Mobility Customer Access & Insight Re-designing web services Data optimisation & information management Developing a digitally skilled workforce Collaboration & Communications
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
Why mobile Approximately 85,000 Only 25% employees desk based A diverse Only X% (XXX) desk based workforce
ESS Lite
New mobile apps - purchasing
New mobile apps manager approvals
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
HR dashboards Business change Ease of use and accessibility
Procurement dashboard Business change Ease of use and accessibility
Order to cash dashboard Business change Ease of use and accessibility
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..
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
Questions and discussion 21
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