“Lasting partnership,” “Commitment to customer service” and “quality service” all sound good in a marketing document, but remain meaningless if there is not a proactive effort to ensure accountability, fairness, and superior service. There are several inter-related keys to successfully maintaining true customer satisfaction over the course of a long-term Shared Services contract.

Change management is one of the key factors of a successful Shared Services implementation, yet successful change remains elusive for many organizations. The next two blogs will provide a simple concept for including change management in a Shared Services deployment by remembering to address the 5 Cs for effective change.

Transformational change is not easy, particularly in government organizations. This blog provides tools and insights that will help guide migration efforts.

We asked last time, should the organization retain responsibility for Shared Services processes internally or should it outsource all or a portion of these activities to contractors?