November 13 - 14, 2012 | Chicago, IL, USA

AGENDA

How to Do More With Less in Lean Times

www.sspublicsector.com • 1-800-882-8684 Sponsored by:

� Build a strong business case for change

� Communicate goals effectively andachieve broad buy-in

� Implement performance managementand continuous improvement todifferentiate from typical budgetreduction initiatives and create value

� Improve processes and deploy effectivetechnology enablers, thereby enabling ahigh performance operation andworkforce

� Scale up your services and learn when andhow to develop new lines of business

� Collaborate more effectively acrosstraditional jurisdictional boundaries

� Gain a thorough understanding of the roleof metrics in every stage of your sharedservices operations deployment

� Fund shared services and chargeback modelsin complex and muti-faceted organizations

� Increase data sharing capabilities foragencies throughout the state

Over 3 hours ofcontent dedicated to

each sector; Higher Ed,Government,

Healthcare & Nonprofit

A Balanced Program Designed for Government, Higher Education, Healthcare & Nonprofit Organizations

This program offersup to 13 CPE Credits

This Event Will Enable ProcessEfficiency & Cost Reductions Through: � Comprehensive sessions and streams targeted to the

new/emerging SSOs and the mature/multi-functional SSOs

� Interactive working group sessions focused on developing andcommunicating a compelling and realistic business case

� In-depth and industry specific breakout sessions centered onthe drivers, opportunities and challenges particular to yourorganization

� Our Government, Healthcare, Higher Education andNonprofit industry experts will clarify and reveal best practicesand lessons learned

� Brainstorm answers to common pushback questions from seniormanagement

� Monitor and measure performance through a properly executedgovernance platform and metrics

� Hear about the best practices for people management, cultureand change management solutions

By Attending Shared Services for Public SectorYou Will Learn How: Paul Slovin, ExecutiveDirector and PurchasingManager, YMCAShared Servicescommunicates thebenefits of sharedservices to employeesand benefactors toincrease acceptance

Stephanie Avallone,Director, Service &Quality Management,Yale Shared Servicescultivates a culture ofwidespread and deepcollaboration toachieve stakeholderbuy-in and support

Chris Martin, Director,Operations Management- Program SupportCenter, Department ofHealth and HumanServices enhancescustomer servicethrough automation

Chuck Robinson, KeyBusiness Executive,Business SupportServices, City ofCharlotte implementschange managementefforts to create anenvironment for costreductions and improvedefficiency

Seth Fargen, Deputy Director,Coast Guard Finance Centeradvances shared services ina complex organization

Wayne K. Ståhl, Director of OrganizationalEffectiveness, University ofIllinois establishes a multi-campus shared servicestructure in the face of ahighly decentralizedenvironment

Pete Katsampes, VP, CHIConnect Support Centers,Catholic Health Initiativesembraces shared services tomeet cost cutting mandatesand improve patient care

Are you dealing with increasing regulations, cost cutting mandatesand the need for greater transparency?

Call 1-800-882-8684 • Email info@iqpc.com • www.sspublicsector.com 2

November 13 - 14, 2012 | Chicago, IL, USA

How to DoMore WithLess in LeanTimes

7:30 Registration for Workshops

8:00 - 10:00

Pre-Conference WorkshopsTuesday, November 13, 2012

An increasing number of public sector organizations are looking to achieve more with lessby moving to a shared services model. More than ever, universities, government, andhealthcare organizations are under cost pressures. Senior managers are looking for waysto reduce costs while maintaining high service levels. Constituents must be convinced thatany new model will reduce costs without shifting workloads elsewhere. Although thereare no cookie-cutter methodologies that guarantee implementation success, there aretried-and-true approaches and clear lessons to be shared for those just starting out ontheir shared services journey.

ScottMadden, a leader in corporate and shared service implementations and improvement,will conduct a comprehensive workshop that will further your understanding of the A-Z ofshared services options, justifications, and implementation. Their team of experts will takeyou through the myriad aspects of implementation, walking through their decide, design,build, and improve methodology using real-world examples throughout. Importantly, theywill focus on how to overcome inertia in your organization and gain support for asuccessful operation.

You will learn how to:• Develop the case for shared services and how the model differs from pure centralization• Build the case for change and sell the concept• Assess your current organization and model• Develop a performance baseline• Develop viable design options for consideration• Take work out of your existing model• Leverage technology to facilitate service delivery• Build a sound business case that supports successful implementation and achievesdesired goals

• Create and maintain buy-in and develop a continuous improvement process• Improve your shared services initiative with leading practice examples and lessons learned

How you will benefit:• Learn how to drive substantive change in your organization• Equip yourself to make substantive cost, service, and compliance improvements• Gain from lessons learned on various public sector implementations• Benchmark with fellow workshop participants on proven implementation andimprovement approaches

• Develop key next steps to move your organization forward

Doug Utley, Partner, ScottMadden Inc.

www.sspublicsector.com 3

A BShared Services 101: A Roadmap toDesigning, Building, and Executing

Best Practice Business Casesto Support Shared ServicesImprovement Initiatives

Shared services often start as an opportunity to cut costsand consolidate staffing levels. Reducing costs andeliminating redundancy will always remain a keyobjective; however, when you are designing your sharedservices framework, you can build a structure that willallow for significant growth in scope and scale andincorporate progressive areas of service. This workshopwill focus on building a business case that will gain buy-in by demonstrating how shared services will add valueand reduce cost.

What you will learn:• Understand what a "business case" in support of yourservice delivery solution actually means, and what rolea business case should play

• How to create a business case to support successfulimplementation of shared services and complementdepartmental goals and directives

• Quantifying the impact, costs and savings associatedwith service improvement initiatives

• How to design a portfolio of services, creating andmaintaining buy-in and develop a continuousimprovement process

How you will benefit:• Gain exposure to lessons learned from various PublicSector service improvement initiatives

• Create a fiscally responsible operating model that isset-up for growth

• Achieve short and long-term cost savings• Learn techniques for “internal selling” of your servicedelivery solution

Phil Searle, Co-Founder & CEO, Chazey PartnersGrant Farrell, Managing Director, Chazey PartnersMonica Ward, Director, New Brunswick InternalServices Agency

U.S. Department of Healthand Human Services

NASA Shared ServicesCenter

YMCA Shared Services, Inc.

Federal OccupationalHealth

Catholic Health Initiatives

University of Michigan

Yale Shared Services

City of Charlotte, NorthCarolina

UC Davis Shared ServiceCenter

University of Washington

British Columbia MinistryOf Public Service Agency

Northern Health

U.S. Army

University of Illinois

GSA

Interior Health Authority

New Brunswick InternalServices Agency

Coast Guard FinanceCenter

North Central Texas Councilof Governments

City of Ann Arbor,Michigan

National Institutes ofHealth

Massachusetts Departmentof Transportation

University of North Texas

Featuring aDistinguishedSpeaker Faculty:

9:30 Conference Registration

10:30 SSON Opening AddressNaomi Secor, Regional Director Americas and Europe, SSON & Manjula Dharia, Program Director, SSON

10:35 Welcome Remarks Sam Poston, SVP, ScottMadden

10:45 Identifying and Communicating an Effective Service Delivery Culture By creating and ensuring effective support of Shared Services and building a culture of acceptance, Universities can reduce the burden on faculty and staff and enable cost savings. However, thisacceptance and growth is dependent on establishing a culture that clearly conveys how the new "shared system," will meet the demands of faculty and individual departments. In this session you willhear from Yale Shared Services on how they continue to cultivate a culture of widespread and deep collaboration to achieve buy-in, stakeholder involvement and support.• Alleviate tensions that are an inevitable part of establishing a SSO• Learn effective communication tactics to guarantee all parties receive a well-defined message• Define an appropriate governance structure

Stephanie C. Avallone, Director, Service & Quality Management, Yale Shared Services

11:25 Tailoring Private Sector Best Practices to Public Service OrganizationsPrivate sector organizations have leveraged shared services to create operating efficiencies and cut costs while seamlessly improving service. By learning from private sector organizations who have led theway, public service organizations can identify potential pitfalls to avoid and learn key lessons for implementation. This session will discuss effective methods to consolidate and centralize back-officefunctions which will significantly reduce costs, improve customer service, enhance organizational credibility as well as enable a more effective use of resources.• Establish techniques and guidelines to create an effective governance structure• Discover proven change management implementations and how to communicate it effectively• Receive lessons learned and best practices on how to continuously improve on processes to further increase employee productivity, lower costs and ultimately improve constituent service levels

Andrew M. Dunn, SSC Director, UC Davis Shared Service Center

11:55 Public Sector Overseas: Trends in Shared Services & Lessons LearnedShared Services has been a proven delivery models for providing “non-core” services to the business in the Private Sector for over 20 years. But what are the trends in Shared Services in the Public Sectoraround the world? Attend this session to:• Understand if and why there are key differences between Shared Services in the Public Sector and the Private Sector• Discuss potentially unique challenges to Shared Services in the Public Sector• Listen to some real life examples of both successes and failure• Consider what lessons should be learned, and what the he future may look likePhil Searle, Co-Founder and CEO, Chazey Partners

12:30 Lunch

1:30 Working Group: Building a Strong Business Case: Leveraging Shared Services to Meet Strategic Objectives This interactive session will provide the opportunity to benchmark your practices with leading organizations and pick up critical knowledge from Shared Services experts to create a winning approach toestablishing a SSC. Participants will break out into groups to discuss and define business strategy objectives and effective ways to craft, write and deliver a comprehensive business case to addressperception, performance and talent management.• Move from concept to delivery - How will business processes be executed? • Create and clarify the value and the mission of the shared services operation• Address critical issues upfront (funding, costs, timing, governance and whether to mandate the program) to reduce overall risk and enhance your prospects for success• Learn structural and efficiency improvements that enable sustainable innovation for the long-term• Identify the value and ROI at each level in order to generate desired outcomes

Rowan Miranda, AVP Finance, University of Michigan

Chuck Robinson, Key Business Executive, Business Support Services, City of Charlotte

Andrea Seymour, Vice President and Chief Operating Officer, New Brunswick Internal Services Agency

DAY ONE Main ConferenceTuesday, November 13, 2012

www.sspublicsector.com 4

How to DoMore With Lessin Lean Times

Want to know what's happening in PublicSector Shared Services in countries and

jurisdictions across the globe?

2:30 Break

3:10 Quick Wins: Top 5 Benefits of Shared Services Beyond Cost Savings

3:15 Industry Break Out Sessions:These sector specific breakout sessions are designed to enable you to share ideas with peers operating in the same industry. Our breakout facilitators will clarify what the vision and the subsequent

implementation of the SSC should be through practical experiences. This interactive framework provides the opportunity to discuss implementation techniques, best practices and process improvementsin a forum that encourages knowledge sharing and innovative approaches.

Topics to be discussed:

5:30 End of Main Conference Day One

GovernmentUtilizing shared services to meet changing andincreased citizens’ demands and expectations

• Get past the inertia of having to prove valueof SS to a new administration

• Pull together a pool of scarce resources toenable acceptable services despite severelimitations in funding and changing workforcedemographics

• Leverage shared services for better use ofdiminishing funds

• Overcome union issues and involving themearly to build a practical workforce model

• Partner with private companies to enhanceperformance and deliverables

F. Lee Campbell IV, Strategic Planning Officer,US Army Military District of Washington

Lynda Tarras, Head of the BC Public ServiceAgency, British Columbia Ministry of PublicService Agency

HealthcareUsing shared services to improve back office

functions, empower operational managers, andprovide cost savings to invest into clinical services.

• Use Shared services to reduce costs as aresult of global healthcare reforms and thesubsequent reduction of reimbursementrates for physicians

• Create scalable solutions and processes toadhere to privacy, access and informationrecovery legislation

• Keep stakeholders engaged by leading withservice enhancements and closing with lowercosts

• Utilize technology as an enabler forstandardization and integration

Pete Katsampes, VP, CHI Connect SupportCenters, Catholic Health Initiatives

Chas Moore, Director, Business Support, Interior Health Authority

NonprofitCapitalizing on Shared Services to enable greateroperating efficiencies and focus more energy on

increasing funding and visibility for causes

• Identify how nonprofit organizations canwork together to share services

• Quantify the additional Return on Benefits ofsharing services

• Create an environment that allowsnonprofits to meet specialized requirementsof funding and donations

• Communicate to employees andbenefactors the benefits of Shared Services

Paul J. Slovin, Executive Director andPurchasing Manager, YMCA SharedServices, Inc.

Michelle Warner, Director, Mobile Citizen

Higher EducationEstablishing a Multi-campus shared service

structure in the face of a highly decentralizedenvironment

• Build the relationship and trust with facultyand employees to overcome the idea that SSis corporatization and loss of jobs

• Provide transparency and accountability touniversity benefactors

• Leverage cross- departmental analytics toprovide increased visibility and insight intostudent needs

Wayne K. Ståhl, Director of OrganizationalEffectiveness, University of Illinois

Jami Painter, Assistant Vice President forHuman Resources, University of Illinois

Heidi R. Tilghman, Manager- HumanitiesShared Services Center, University ofWashington

Call 1-800-882-8684 • Email info@iqpc.com • www.sspublicsector.com 5

“When you take on new services, be sure to baseline cost, service offerings, andperformance levels so that you can document results/successes.”

– Earl Pinto, Director for Administration and Resource Management, Federal Occupation Health Service

How to DoMore With Lessin Lean Times

8:00 Conference Registration

8:50 Chairpersons Opening Remarks

9:00 Where Are We Now & Where Are We Going? Public Sector Benchmarking Trends Across the Shared Services Industry 2013• What's shifting in terms of patterns with functional and process scope • How do we provide value and move up the maturity curve? • What is top quartile across public sectors and how does this compare with private organizations? • How can we plan for what we cannot forsee in budget and policy?

9:15 Evaluating Metrics & Performance Management: Tools, Tips and TrapsThis session will provide a thorough understanding of the role of metrics in every stage of your Shared Services operations deployment. Our knowledgeable speakers will help you to determine whatmetrics and KPIs to benchmark before you begin and clarify common pitfalls in measuring performance. Attendees will obtain an in-depth understanding of the necessary components of effectiveperformance measurement strategies and how technology can help benchmark and improve performance levels. • Leverage KPIs to understand and manage the financial and operational impact of change, while maintaining expected levels of transparency and accountability • Determine what metrics and KPIs to benchmark before you begin• Set and monitoring expectations to ensure that the delivery of services are tracked and achieved• Utilize balanced scorecards to transform strategy into application

Rowan Miranda, AVP Finance, University of Michigan

Stephanie C. Avallone, Director, Service & Quality Management, Yale Shared Services

9:40 Quick Wins: Top 5 Methods to Gain Executive Sponsorship

9:45 Panel: Quantifying the Steps to Success and Establishing a Framework for Information SharingThis session will showcase how federal, local and state government can consolidate functions in the form of shared services to decrease finance and administrative costs and enable enhanced policymaking and citizen services.• Benefit from information assurance and security safeguards to reduce data risks • Capitalize on the benefits of a self service portal for access to services • Leverage easy access to information to drive behavior • Implement a framework for information sharing

Paul S. Bartley, Director, Program Support Center, Department of Health and Human Services

Timothy R. Barbee, Chief Information Officer, North Central Texas Council of Governments

Dan Rainey, Director Information Technology, City of Ann Arbor, Michigan

10:20 Break

www.sspublicsector.com 6

DAY TWO Main ConferenceWednesday, November 14, 2012

“Shared services is not simply re-branding of centralization, although without attention togovernance, communication and culture that is what many projects become,”

– Chas Moore, Director, Business Support, Interior Health

11:00

11:40

Planning & Launching

The “Secret Sauce” To A Successful SharedServices Implementation • Develop an effective communication and training plan toprepare for the transition

• Establish guidelines to measure service levels, customer andemployee satisfaction?

• Learn what benchmarking comparisons are needed tocompare the present operating model to one to be used in the future

• Highlight the components of a well structured and executed SLA agreement

Helen M. Schmitz, Chief IT Architect (Acting), National Institutes of Health

Launching the New Organization & Building Collaborative Teams• Implement a change management plan and communicating it effectively• What to realistically expect once you are live• Design the workforce, considerations should include the location of the center, the distributionof employees across agencies and the center, the ratio of government employees andcontractors, and the decision rights at each level.

• Balance the standardization of transactions with the concern to be customer service oriented

Heidi R. Tilghman, Manager, Humanities Shared Services Center- College of Arts andSciences, University of Washington

Chuck Robinson, Key Business Executive, Business Support Services, City of Charlotte

Growing & Transforming

Growing Services, Operations and Capabilities• Advance a Shared Services agenda in a complex organization• Improve to continuously improve on the processes to further streamline processes and costeffectiveness

• Obtain economies of scale through inter-agency Shared Services• Manage the expansion of services and adjusting governance and service requirements basedon customer input and demand

Seth B. Fargen, Deputy Director, Coast Guard Finance Center

Generating Value through Continuous Improvements • Learn the steps towards successful transition management: moving from the current state tothe future state

• Lean Process improvements• Ensure continuous transformation and improved customer service to generate value• Improve processing time and obtain additional benefits from investments already made

Monica Ward, Director, New Brunswick Internal Services Agency

12:20 Lunch

1:00 Quick Wins: Top 5 Ways to Effectively Communicate to Employees about Change

1:05 Cloud based Solutions to Leverage Costs Savings and Increased EfficiencyCloud based solutions offer public sector organizations with the ability to improve operational efficiencies and facilitate data sharing and access to information by across operational boundaries to delivereconomies of scale. This session will discuss and demystify cloud computing and will and examine challenging questions and concerns relating to data protection and security that must be answered.• Remote hosting and cloud based solutions to guarantee access and meet customer’s business requirements • Software as a Service (SaaS) platforms• Methods to protect information and meet privacy regulations

1:45 Funding Shared Services and Chargeback Models in Complex and Multi-Faceted OrganizationsThis session will provide practical solutions for sharing the financial impact of shared services, including planning/implementation costs, capital investments, business case savings and ongoing operationalvariances.• Identify a suitable funding model to effect planned changes • Financial principles and guidelines for sharing the financial impact• Build in incentives for all partners, regardless of where the work occurs and whose budgets are impacted• Develop and Evaluating effective chargeback models in the face of constrained budgetary resources

Monte Mercer, Deputy Executive Director, North Central Texas Council of Governments

Chas Moore, Director, Business Support, Interior Health Authority

2:25 Break

www.sspublicsector.com 7

Receive a blueprint ofinternal operations:How should it look,

operate and what arethe timelines?

2:55

3:40

Change Management

Panel: Workforce Transition Strategies: Connecting and Investing in YourStaff• Successful communication: conveying the intent and effectively overcoming the perceivednegatives

• Lessons learned: what did you implement and what did you learn from it• Empowering employees and involving labor unions to deliver quality services• Investments in continuous training and staff training to promote efficiency

Jane Lindstrom, Vice President, Human Resources and Corporate Services, Northern Health

Effective Change Leadership : Garnering and Sustaining ExecutiveSponsorship• How leadership can change their skill set from managing a bureaucracy to a service deliverymodel that is flexible and responsive

• Ensuring the buy-in from stakeholders, administrators and legislators• Communicating and determining the shared services portfolio: policy and strategic directionsto drive the most value with the least amount of conflict

Ken Newton, Director, Service Delivery, NASA Shared Services Center

Tools & Technology

Enhancing Customer-Centric Services Though Automation• Industry best practices to drive standardization and enhance customer service throughautomation

• Tools to enable changing rules and legislation to be to be consistently and accurately applied• Leveraging self service to meet cost reduction goals • Choosing and implementing the right technologies and processes to enable and supportadditional value over time

• Enabling the collection of systematic data to get customer feedback

Chris Martin, Director, Operations Management, Program Support Center, U.S. Department of Health and Human Services

Process Mapping in Shared Services• Evaluating projects and proposals with accurate insight into resources, budgets and goals inreal time

• Tools to analyze system needs and problems to identify process improvement opportunities • Documenting the tasks and activities involved to clarify roles and responsibilities of the sharedservice

• Quantifying the risk and rewards of utilizing Software as a Service (SaaS) to help manage andintegrate the enterprise in the face of unforeseen circumstances

Jeffrey Bertany, Project Manager, UC Davis Shared Service Center

Stream Chair: John Martin, Managing Director Canada, Chazey Partners

4:20 “Looking Glass Session…If I Could Do It All Over Again….”Our panel of experts will share what they would do differently knowing what they know now. You will benefit from their shared experiences and can leverage lessons learned to avoid and minimize likelyissues and risks.

Jane Lindstrom, Vice President, Human Resources and Corporate Services, Northern Health

Swee Lin Wong-Wagner, Director of Human Resources, Massachusetts Department of Transportation

4:40 End of Conference

www.sspublicsector.com 8

“It is all about delivery” – Chuck Robinson, Key Business Executive, Business Support Services, City of Charlotte

About Our Sponsor

ScottMaddenwww.scottmadden.com

ScottMadden Inc. is a leading consulting management firm specializing in shared services, outsourcing advisory services, and the energy industry. ScottMadden began to develop its shared services practice in1994. Since that time, we have helped many clients with the design, implementation and operation of shared services within their organizations. Our experience spans the spectrum of potential sharedservices functions and we have deep functional expertise in HR, IT, supply chain, finance and accounting and real estate and facilities.

We have performed significant shared services work in a variety of industries, from entertainment to energy to high tech. Our approach to the creation of shared services is to help our clients build a"business within a business." We believe that the shared service business should operate just like any other business within the corporation - with a business plan, a scorecard for performance, incentives forperformance and consequences for non-performance.

Registration Information

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*Please note a qualified retailer is not: Any service provider toretail organizations - Including software vendors, internetdevelopers, technology vendors, solution providers, third partylogistics providers, consultants or companies with primaryrevenues resulting from commissions, subscriptions and/oradvertising. IQPC reserves the right to enforce the rate for non-retailers.

All access pass includes conference + all workshops. Please notemultiple discounts cannot be combined.

A $99 processing charge will be assessed to all registrations notaccompanied by credit card payment at the time of registration.

MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPCCT residents or people employed in the state of CT must add6.35% sales tax.

Team Discounts: For information on team discounts, pleasecontact IQPC Customer Service at 1-800-882-8684. Only onediscount may be applied per registrant.

Special Discounts Available: A limited number of discounts areavailable for the non-profit sector, government organizations andacademia. For more information, please contact customer serviceat 1-800-882-8684.

Details for making payment via EFT or wire transfer:JPMorgan Chase - Penton Learning Systems LLC dba IQPC: 957-097239ABA/Routing #: 021000021Reference: Please include the name of the attendee(s) and theevent number 10557.007

Payment Policy: Payment is due in full at the time of registrationand includes lunches and refreshment. Your registration will notbe confirmed until payment is received and may be subject tocancellation.

For IQPC’s Cancellation, Postponement and SubstitutionPolicy, please visit www.iqpc.com/cancellation

Special Dietary Needs: If you have a dietary restriction, pleasecontact Customer Service at 1-800-882-8684 to discuss yourspecific needs.

Venue to be determined. Please visit www.sspublicsector.com forupdated information.

©2012 IQPC. All Rights Reserved. The format, design, contentand arrangement of this brochure constitute a trademark ofIQPC. Unauthorized reproduction will be actionable under theLanham Act and common law principles.

Please note:• All 'Early Bird' discounts require payment at time of registration and before the cut-off date in order to receive

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Workshop Only (Save $150) (Save $50) $249 $349 $399

To register or for more info: call 1-800-882-8684 • email info@iqpc.com • visit www.sspublicsector.com

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