Driven by tighter budgets and economic realities, governments in Canada and around the globe are looking at new ways to avoid duplication, increase efficiencies and minimize risks. Today’s environment of operating cost deficits has created a greater urgency to reduce costs, while maintaining or improving customer service. There is a renewed commitment to rethink business models directed at front- and back-office functions through the implementation of shared services. Shared service organizations consolidate one or more back-office operations previously provided by multiple branches or divisions of the same organization — such as finance, information technology, customer service and human resources — into a shared operation.
PwC’s Ellen Corkery-Dooher, Beth James and Roger de Montfort explore this new business model.
This article first appeared in Volume 22, Issue 1, 2011 of Public Sector Management magazine and is republished here with permission.