News & Research: Client Successes

Case Study: Shared Services Model Development

ScottMadden conducted an assessment of a government agency's plans for a shared services organization compared to shared services leading practices. The assessment covered the areas of infrastructure/design, processes, governance, and the future organization. ScottMadden also reviewed the business case for the shared services organization and developed an implementation plan.

• The agency had been studying and preparing for a shared services implementation for more than two years, yet had not begun many implementation activities
• The project team wanted to ensure that plans for the shared services organization were aligned with leading practices
• A detailed business case had been developed, but the documentation was complex. Moreover, the project leadership did not have a good understanding of the assumptions and methodology
• The plans for the organization encompassed a large scope and covered an extensive time-frame for implementation

• Researched and collected leading practices for shared services that related to the proposed design
• Identified gaps with leading practices, categorized the nature of the gaps, and identified actions required to close them
• Reviewed business case assumptions and calculations for soundness and accuracy
• Developed an implementation plan to enable the agency to implement a shared services model and close gaps with leading practices

• Validated many aspects of the planned organization and aligned the shared services design with leading practices
• Corrected and updated the business case that enabled it to successfully pass an internal audit
• Developed an actionable implementation plan that enabled the project team to move forward