Shared Services Roundtable

March 17th, 2015

A collaborative environment for private and federal stakeholders to improve the state of shared services in government

Partnership

Industry Leaders

Policy Offices

Federal Providers

SAGEs

Shared Services Roundtable

Shared Services Roundtable• Accenture Federal

Services

• Avaya

• Booz Allen Hamilton

• CACI

• CGI Federal

• CSC

• Deloitte

• Microsoft

• Savantage

• USIS

• IBC, Interior

• ARC, Treasury

• PSC, HHS

• FSC, VA

• GFS, State

• HRS, OPM

• NSSC, NASA

• OMB

• OPM

• GSA

• FIT

Agenda1. Why Now?

2. Future Vision for the Marketplace

3. Enterprise-wide Governance Framework

4. Market Infrastructure and Service Acquisition Models

5. Performance Customer Service Measures

6. Service and Provider Navigator

Talent

Track Record

Tech

Budget Constraint

Leadership

Why Now?

Characteristics of the Future Marketplace

Vision for a Marketplace

“Federal shared services would be provided in an open and dynamic, and smartly governed marketplace that relies on

innovation, scale, competition, and choice by well informed buyers.”

Recommendations

Enterprise-wide Governance

Market and Acquisition Strategies

Performance and Customer

Service Metrics

Service and Provider Tool

Enterprise-wide Governance Framework

Governance Concept: Phase I

Oversight and strategic direction

Performance, benchmarks,

best practices

Ensure competitive procurement model

Advisory, Customer, Stakeholder boards

Create market incentives and mandates as needed

Developing market infrastructure

Engage OMB, Congress, etc.

New funding flexibilities

One Voice for Shared Services

Unified Policy and Management

Shared Acquisition

Vehicle

Users/Users Groups

Central Management Agency

Common and standardized

governance model suitable to all SSPs

and to agencies of all sizes

Market Infrastructure and Service Acquisition Models

Characteristics of a Healthy Marketplace

• Minimizes operations costs over the long term

• Minimizes switching costs

• Delivers optimal functional fit between provider and consumer

• Provides for ability to adapt and innovate to future consumer needs

• Provides cost and quality transparency in support of informed

government decision making

• Manages assumed risks for both providers and agencies

Market Infrastructure Recommendations

• Enable management/mediation roles within shared services marketplace

• Lower the cost of provider switching costs through interoperability initiatives

• Decouple Shared Service Migration Services from Provision of Operation and Enhancement Services

Exploring Shared Service Marketplace Roles

Lowering the Cost of Transition through Interoperability

Decoupling Shared Service Migration Services from Service Provision/O&M

Provider Platform Operations, Maintenance, and Innovation Services

Shared Service Platform

Age

ncy

A

Age

ncy

B

Age

ncy

C

Embedded Migration Services

SSP Migration Services BPA/IDIQ

Provider #1

Provider #2

Provider #3

Provider #4

Delivered Capabilities:• Organizational Change

Management• Business Process

Reengineering• Data Quality Remediation• Enterprise Integration

Strategy

Age

ncy

D

Performance and Customer Service Measures

• Evaluate effective “exchange of value for money”

• Quantify qualitative benefits of shared services in order to

allow customers to see the long-term value of investing in

business transformation

• Design and promote common metrics to facilitate

interoperability for transitioning in and out of shared service

providers

Project Objectives

Level 2 Maturity

Traditional “are the lights on” metrics in the cost, efficiency and customer service categories.

Three Key Phases of Maturity

• Mission Benefit• Innovation

• Efficiency/Productivity• Communication/Stakeholder

Voice• Readiness/Change Management

• Timeliness • Customer Satisfaction • Quality • Utility • Compliance and Internal Controls

Process efficiency vs. industry benchmarks. Information on stakeholder usage and patterns to inform the longer term service quality measurement

Innovative approach to measuring value of the services being delivered to the mission and the level of service enablement

Level 1 Maturity

Level 3 Maturity

Comprehensive Performance Metrics Model

Case Study from NSSC

• Mission: “to provide timely, accurate, high-quality, cost-effective, and customer-focused support for selected NASA business and technical services.”

• Implemented a robust performance metrics approach to diagnose problem areas and support continuous improvement

• Opportunity to pursue Level 3 metrics in order to quantify the value of shared services to the overall mission

Service and Provider Catalog and Navigator

Service and Provider Catalog and Navigator

Develop an integrated, centralized, interactive online government-wide catalog of available services and providers

Assess

Compare

Connect

Catalog and Navigator Characteristics

Centralized

Leverage existing catalogs

Open and accessibly

Ability to compare

Emphasize user experience and customer service

Solution centric

Driven in design by data

Shared Services RoundtableA collaborative environment for private and federal stakeholders to

improve the state of shared services in government