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Integrated corporate services for a government department

Integrated corporate services for a government department
Region UK
Sector Public Sector, Health and Not For Profit
Offering Organisation Design

The Challenge

The recent machinery of government decisions led to the establishment of the groundwork for a Shared Corporate Services in five departments using Matrix Shared Services platforms later on. Initially, the emphasis was on four Shared Corporate Functions: HR, Finance, Digital, and Commercial (Procurement / Estates & Security). These functions would cater to a select few departments at first, with the option to later expand and assist more departments.​ Q5 were asked to help develop the enabling framework for the new Shared Service, identifying and designing the key enablers that would support a MVP shared function, as well as identifying those which might support a high standard end state function (one that has the potential to scale to service a larger number of Departments in the future)​.

Our Approach

  • Our work focused on four workstreams – Costing Model, Service Catalogue, MoU and Evaluation.​​
  • Through 1-1 interviews and a variety of workshops, we gathered the required inputs to develop each of the deliverables. 
  • These inputs included metrics currently used within the services, key interfaces between functions, service initiation requirements, and detailed service descriptions​​. 
  • Developed a Costing Model for each function, a detailed Service Catalogue, an initial draft of a Memorandum of Understanding and an Evaluation framework to test the efficacy of the change.​​

Key Outcomes

  • Reviewed and verified Costing Models for every function​​. A detailed Service Catalogue for each Function, with 203 services listed in total, including information such as Service Name, Service Description, Service Owner, Metrics, Customer Feedback Mechanism, Reporting process, Service Initiation Process, Contact Details and Expected Response time
  • A first draft of a Memorandum of Understanding with two departments with all Functions ready for modifications and sign off. Document included Introduction, Definitions, Scope, Service Performance Indicators, Governance and Reporting, and Pricing and Charging ​
  • An evaluation model and an extensive list of Function-specific metrics to evaluate the ICS with 28 across the functions identified as the starter for 10​
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