21 - 23 November, 2016 | The Rex Hotel, Canberra

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Tool-kit to driving whole of government approach to back-office transformation

This tool-kit has been complied based on industry research and includes advice from government organsations at different stages of the transformation journey on how to improve efficiency and service delivery through transformation. Download the tool-kit to find out more about how you can:Decide on a fit for purpose operating modelBuild the... Read More

How one organisation achieved a 45% improvement in service through a whole of government shared service Lessons learned from Northern Ireland Government’s shared services journey

In this article, Paul Wickens, Deputy Secretary, CIO/CEO for ESS at the Northern Ireland Civil Service, explores the core elements of ESS’ shared services vision, the lessons learned from their journey to date and the major efficiency gains they have realised as a direct result of a whole of government approach to... Read More

How Australia Post is innovating their back-office with employees at the centre of transformation

In this article, Julie Williams, Former Head of People Services at Australia Post, shares how Australia Post is transforming their shared services function to become customer-led and the tools and strategies other government organisations can employ to embed speed, agility and innovation to evolve their shared services to become more strategic,... Read More

Revolutionising public sector shared services to keep up with changing customer demands

In this interview, Caron Alexander, Director of Digital Shared Services, Department of Finance UK explores the strategies her shared services team is implementing to enable corporate services to become nimble to keep up with customer expectations and the lessons that Australian government organisations can learn from their journey to... Read More

Lessons learned from Queensland Shared Services Transformation journey: Driving a culture of change to deliver improved services

In this case study, Irene Violet Assistant Director General, Queensland Shared Services, Department of Science, Information Technology and Innovation, explores the specific steps QLD SS took to create a culture of change to support their new shared services vision and the lessons learned from their transformation journey to... Read More


Expanding your Customer Base to Increase Efficiency Across Government

Shared services are usually introduced to capitalise on economies of scale, moving administrative tasks away from individual business units into a central operation unit. However, once a shared service is established, what is next on the continuum of service delivery? In this video interview, Andrew Whale Executive Director A/g, Partnership... Read More


Interview transcript: Expanding your Customer Base to Increase Efficiency across Government

In this interview, Andrew Whale Executive Director A/g, Partnership Services, Shared Services, ACT Government, explores the evolution of his shared service, from establishment 8 years ago to achieving efficiencies for approximately 9 ACT directorates. In doing so, he will explore the crossroads at which his shared service is at and the potential... Read More


Improving efficiency and effectiveness through back-office transformation in government

In this report, SSON takes a look at the strategies New Zealand Post, Auckland Council and Victoria Police are using to transform their back-office through people and processes and how this is driving productivity and reducing inefficiency throughout each... Read More


Investigating the move from Outsourcing to Commissioning

In 2016, Jim Longley, Chief Executive, Aging, Disability and Homecare, Department of Family and Community Services presented at the Public Sector Transformation Summit. His presentation outlined how the NSW Government was Integrating the NSW Disability System to the National Disability Insurance Scheme. The presentation slide addresses how... Read More

Transforming Procurement to Support Value Delivery

In this presentation from Public Sector Transformation 2016, Shane Lamont, Head of Procurement and Supply Chain at Sydney Water focuses on end-to-end transformationby aligning procurement, finance and overall business strategy to deliver value across the organisation and for procurement to move from an advisory role to strategicbusiness... Read More