Hornbill, a leading supplier of service management software, has published a white paper about how Local Authorities can make the most of transitioning to shared services. Entitled Shared Service, a Vision of 2012: delivering 'more for less' the paper discusses the practicalities of delivering shared services both across departments and across diverse geographies. The publication of the paper is in direct response to the number of enquiries Hornbill has received from Local Authorities looking to consolidate the IT service desk with other non-IT business functions.
Patrick Bolger, Chief Evangelist at Hornbill Service Management, states, "Throughout 2010, a dramatically increased number of Local and Central Government Authorities asked us about the provision of shared services in some guise or other and we fully anticipate this trend continuing. At least two thirds of the councils we are talking to are now seriously exploring how they can best consolidate services based on an IT service desk model to help cut costs while maintaining services to meet government austerity measures."
The white paper explains that while IT departments are familiar with the efficiency gains of automating IT service desks, many IT budget holders are becoming increasingly aware that a service desk management platform can provide for consolidation of non-IT services too. HR services, facilities management, Freedom of Information and other lines of business, for example Library Services, can all make measureable gains by consolidating.
Patrick Bolger continues, "While the concept of shared services has been around for some years, indeed several of Hornbill's customers are already providing shared services, there has been a distinct lack of conviction within the marketplace. Now that budget cuts are really starting to bite, we are starting to see a cultural change that is overcoming both long held political barriers and occasional self-interest. The realisation has struck that many departments are driven by the common interest of serving their customers, not just IT."
The paper goes on to explore what challenges need to be faced, including different regulatory requirements, data protection, varying policies and procedures, service level agreements and pricing structures, and how these can be addressed with IT in the driving seat for more unified service provision. In most cases IT is already providing service management capabilities and has the awareness of process, so is in the ideal position to lead the way to efficiency.
Shared service, a vision of 2012: delivering 'more for less' is available for download from www.hornbill.com.
Editors, for a copy of Shared service, a vision of 2012: delivering 'more for less' please contact Andreina West, PR Artistry on 01491 639500 or email: firstname.lastname@example.org.