An Innovative Model for Delivering Shared Services in Higher Education
ScottMadden has helped several universities and organizations with their shared services implementations. Contact us to learn how we can help support your business transformation projects.
At a Glance
Shared Services Model
Developed an innovative shared services delivery model, featuring easily accessible “storefronts” in on-campus locations for faculty, staff, and students to receive personalized service
Centralized Administrative Support
Consolidated administrative support activities into a single service center to increase process efficiency and free up on-campus real estate for teaching and research needs
Customer Satisfaction
Improved overall customer satisfaction with revamped administrative service delivery
Challenge
A large Canadian research university with more than 20,000 students was experiencing low levels of satisfaction across its portfolio of administrative services. At the same time, overall university administrative support costs continued to grow. The university’s leadership desired to transform its administrative functions to provide best-in-class service aligned with the university’s teaching, research, and community service mission, vision, and goals. With the help of ScottMadden, the university designed and implemented an innovative, horizontally and vertically integrated shared services model across human resources, finance, and research.
Process
- Conducted an in-depth review of the university’s in-scope functions and developed a baseline inventory for staffing, costs, volumes, and customer satisfaction
- Redesigned the organizational structures and service portfolios
- Realigned work and right-sized the organization; defined new roles and responsibilities
- Designed and implemented supporting infrastructure to track and measure future performance improvements
Result
- Developed an innovative shared services delivery model featuring high-touch, easily accessible “storefronts” in desirable on-campus locations where faculty, staff, and students could receive personalized service
- Consolidated transactional support activities, such as payroll, into a single service center to facilitate more efficient processing
- Consolidated administrative support footprint to free up valuable on-campus real estate for teaching and research
- Created a framework for the university to scale more effectively and efficiently with growth
- Improved customer satisfaction with revamped administrative service delivery
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We don’t solve problems with canned methodologies. We help you solve the right problem in the right way. Our experience ensures that the solution works for you.