the power of shared services at norfolk educational services (nes) sits 2014
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Shared Services at Norfolk Educational Services Stuart Mullineux SITS 30th April 2014
Shared Services at NES • Introduction & background • Establishing the Shared Service Company • Enabling IT systems • Service desk • Promotional campaign • Performance improvements • Results so far • Some learning points • Questions
Introduction and background • Transforming Education in Norfolk
– City College Norwich – Sponsor to support Norfolk based academies – University Technical College Norfolk
• Replace Council and College services • Legal and Tax barriers • Innovation grant from Education sector • Change management programme
Establishing the Shared Service Company
TEN GROUPLIMITED COMPANY (by guarantee)
(Reg Charity)
CITY COLLEGE CORPORATION
NORFOLK ACADEMIES
(MULTI-‐ACADEMY TRUST)
CITY ACADEMY NORWICH TRUST
NORFOLK UTC TRUST
CITY COLLEGE NORWICH
WAYLAND ACADEMY
CITY ACADEMY NORWICH NORFOLK UTC
NORFOLK EDUCATIONAL SERVICES (LIMITED BY SHARES)
SENIOR LEADERSHIP TEAM:GROUP CEOHEADS OF INSTITUTIONS
LOCAL BOARDS
Heads of institutionson Senior Leadership Team
TEN COMMERCIAL SERVICES
FAKENHAM ACADEMY
ATTLEBOROUGH ACADEMY
WAYLAND JUNIOR ACADEMY
Enabling I. T. Systems • Business process re-engineering
– Process and service definition • Programme management
– Stakeholder engagement – Legal, tax, contract and pension advice – Procurement strategy and plan
• Federation enabling IT Systems – Replace HR, Finance, Servicedesk, Library, Student
records – Infrastructure integration – Data warehouse and reporting
Service desk challenges • Customer focused culture – single contact • Efficient deployment of shared resources • Remote tracking and reporting • Multi-service capable (led by IT & FM)
– Reactive response to incident calls – Planned preventative maintenance – Change/project management – Visitor and event management
• TopDesk selected following thorough procurement exercise
Promotional campaign April 2013 • Helpdesks overwhelmed with emails and
inaccurate information • Call processing of emails take 2-5 times as long as
self service to set up • Campaign to show value to the customer of using
Self Service Desk
Campaign included; • Automated email response • Posters and stickers • Telephone coaching • Training • Recognition for best users
Performance improvements • Use service level
performance data to improve customer service ethos of staff
• Direct areas for; – Restructure, – Resource allocation – Process continuous
improvements
Results so far • Educational advantages
– Student journey • Payroll savings
– First year £287k (reducing duplication)
• Procurement savings – First year £175k
(collaboration & leverage) • Service improvements
Some learning points • Share vision and build trust – working with likeminded
partners • Build a collaborative culture – top to bottom • Share in-house expertise • Make services efficient – ‘get lean’ • Decide what to share (and not to share) • Catalyst for innovation and service redesign • Be bold : Be realistic : One step at a time • Learn from others : learn from mistakes • Be holistic; be agile; be entrepreneurial • Don’t underestimate the time to implement well
Shared Services at NES • Introduction & background • Establishing the Shared Service Company • Enabling IT systems • Service desk • Promotional campaign • Performance improvements • Results so far • Some learning points • Questions
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