Insights and lessons from a shared service journey The Hamilton City Council and Rotorua District Council story
Introduction • Overview of the RDC and HCC shared service journey • Insights gained and lessons learned from the journey
Background • Early in 2011, discussions between senior IT staff at HCC and RDC highlighted both councils were: • At a similar stage for implementing web strategies • Increasing customer demand to do business online • Political pressure to ‘do more with less’
Hamilton City Council website • Live March 2012 • SharePoint 2010 • DATACOM Customer Connect • Award winning ALGIM Best Redevelopment Website 2012
Rotorua District Council website • Live September 2012 • Reused Information Architecture • Leveraged HCC’s project resourcing • Extensible framework for other services
Dogs online • Range of dog related services including registration, renewals and change of details • Integration with backend systems • Developed common business processes • 7000 registrations in first month
Submissions online • Simplified submission review and administration processes • Flexible framework to be applied to any type of online consultation
Insights and lessons learned
Ideology vs. business demand • Shared services is the flavour of the month • Cost savings • Protecting autonomy • There needs to be clear business drivers • To deliver a end user service • Business benefits need to be identified and validated up front
It only takes two to share •Size of the pioneering group •Agility vs Validation •Shared vision •Being upfront about what you want to achieve •An unequal or unfair share of something contributes more than nothing •Everyone needs to bring a positive net contribution
Relationships are key •Importance of trust •Trust is the only antidote to issues around sovereignty •Governance models, contracts, MOUs are necessary but not a substitute •A mayor's or CE's directive to their respective organisations to work together to develop a shared service is not enough.
Picking your partners •Geographical location • Logistically practical but can potentially have sovereignty issues • David and Goliath • Sibling rivalry •Size and maturity needs to be comparable • Programme alignment is a must •No Trojan horses • Councils • Vendors
Benefits from Shared Services • Improved service levels • Financial benefits • Reduced technology costs • Standardised business processes leading to business efficiencies • Trust built enables further shared services • Reduced risk
Benefits from Shared Services • Better outcomes through challenging and leveraging each other processes • Political capital with regards to shared services • Validated each others IT challenges
Questions?
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