making shared service work - andy shenstone, capita
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Making shared service work - Andy Shenstone, CapitaTRANSCRIPT
© Capita Business Services Limited 2014
Working for a smarter, stronger sector: the 3rd annual Efficiency in HE conference
Making Shared Services Work
Andy Shenstone, Education Market [email protected]: 07584 704270
© Capita Business Services Limited 2014
Economic Rationales Cost reduction (cost reduction/outcome, less FTE costs) Reduce leverage (reduce debt on balance sheet, private finding of public
infrastructure) Increased revenue Capacity management (scale and share across multiple customers)
Delivery Rationales Simplicity Risk transfer Increased service outcome – competitive advantage Lack of skills / resources The need to Transform
What are your rationales for Partnering?
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© Capita Business Services Limited 2014
Improving the student experience and the bottom line
Academic RegistryMarketing and
recruitment
Estates FinanceHuman Resources
Contact
Management
Library Services
Information Technology
Student Services
Procurement
15% to 65% savings – but is that the imperative?
© Capita Business Services Limited 2014
……improving the student experience
Recruitment Application AdmissionAcademicdelivery
AssessmentAlumni and employment
RegistryStudent
Recruitment
IT Finance
Studentservices
Libraries
Procurementsupport
Planning &MI
Estates
HR and payroll
Secretarialsupport
Marketing &comms
© Capita Business Services Limited 2014
What are the un-answered questions?Are there barriers to progress and how can these be
overcome?What new, potential areas have yet to be explored?Are there places/spaces that, as a sector, we dare not go?What support can we have for innovation?How can challenges posed by the changing landscape of
HE be turned into opportunities?
To ‘MAKE SHARED SERVICES WORK’…….What do we need to explore, resolve or discover??
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Discussion
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Changing the perception of shared services
An outcomes based value proposition
Operational outcomes
Improved service Reduced errors increased quality Faster turnaround Lower costs
Shared services
Educational outcomes
Recognising the impact of support services on academic resultsand other strategic objectives
© Capita Business Services Limited 2014
A few clients
*Split by turnover at Interim results Jul-12
Public / 3rd Sector 46%* Private Sector 54%*
© Capita Business Services Limited 2014
India
5 sites22 clients
4000+ FTEs
Poland
1 site7 clients200 FTEs
•Hub and spoke delivery model
•Single customer interface at the UK Hub
•Standardised reporting and governance driven by the Hub for the spokes
•Capacity in all offshore sites for accommodating new roles
South Africa
1 site1 client
200 FTEs
United Kingdom
55 business centresc.300 major strategic clients
46,500 FTE
As at end 2012
Our clients can use one or multiple centres from our global delivery model
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© Capita Business Services Limited 2014
A blended delivery model – onshore with offshore
Complex processing
Simple processing
All onshore Blended
Capita do not typically service clients purely offshore – blending allows the benefits of offshore delivery to balance with knowledge transfer of existing onshore staff