Implementing Shared Services in the Public Sector: The Pillars of Success

Shared services are taking centre stage in governments across Canada. As productivity, transparency and accountability become watchwords in public sector environments, leaders are using business models to help them gain cost-efficiency and transform their administrative processes. This report looks at the lessons learned during implementation by a number of public sector organizations in Canada and other countries. But, while shared services hold the promise of significant gains, implementation also requires perseverance. Sustaining implementation requires a sea change in the way services are managed and delivered. In order to gain the commitment of stakeholders both inside the public sector and at the political level, shared services organizations need to make their business case, then demonstrate tangible benefits at each stage of the process. Ultimately, shared services are an opportunity to truly transform business processes, resulting in a better-functioning public sector and greater value for citizens.