Working Horizontally in Shared Services Trish Shwart, ADM, Client Services Ministry of Labour and Citizens’ Services

Some background… What is Shared Services? Why are they created? What is the real value?

Public vs. Private: the differences Public Sector Goals: Meet financial targets Contribute to the public good Act as a steward of public resources Private Sector Goals: Grow market share Reduce costs without noticeably impacting the quality of the service

BC Shared Services: a short history… Formed 5 years ago as a ministry New service lines implemented in 2006 and 2008 Largest public sector shared service Delivering on the financial targets Standardization – Payroll, technology, Corporate Accounting system

The challenge… Organization used to working as separate entities Need to become more client- focussed What does that look like and what do we do about it?

What about the BC Shared Services? Ministry of Labour and Citizens’ Services How do we encourage horizontal connections? How do we promote innovative solutions and connections? How do we adopt good ideas from the private sector?

What about the customer relationship? How are public sector shared services formed? –Policy change –Mandate –Repatriation of budgets –Outsourcing

Our customer’s perspective Communication concerns Products are good Service delivery experience Difficult to navigate Demographic shift increases pressure

Coordinated Client Relationship Management Project “What do we need to do differently to provide our customers coordinated service delivery?” 6 cross-ministry project teams Each team sponsored by an ADM 150 staff involved 85 recommendations Have spent 18 months Will take 36 months +

Actions Taken Process Changes Strategic Projects Coordinated Client Budget Navigators – Pilot for Transactional Projects Communications Strategy People Changes Sector Teams for 7 Client Segments Strategic Account Management Plans Governance LCS Service Council

What are we doing now? Shared Goals Common Processes Changing the “guts” of the organization “Positive rumour mill” Making it easier for customers to do business with us

What’s next? Communication Flow (Relationships) Business Process Org. Structure Connectivity Interactivity Sharing Role

Working Horizontally means Working Innovatively Creativity, Collaboration, Communication Develop shared vision Provide tools to allow team to work collaboratively Trust the team Reward different behaviors