shared services

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Predictions 2019: Automation Will Become Central To Business Strategy And Operations

J.P. Gownder November 6, 2018
Automation will be central to the next phase of digital transformation, driving new levels of customer value such as faster delivery of products, higher quality and dependability, deeper personalization, and greater convenience. Last year, Forrester predicted that automation would reach a tipping point — altering the workforce, augmenting employees, and driving new levels of customer value. Since then, […]
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Enterprise Service Management Drives Engagement

Charles Betz August 2, 2017
Enterprises deliver services poorly, especially to themselves. From onboarding employees to approving contracts, when you need someone else’s help, the results are often dismal. “Send an email to our shared Inbox so we can ignore it” is too often the default. This won’t work in the Age of the Customer. Your employees are full participants in […]
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Embrace Shared Services To Improve Outcomes–Not Only For Cost Savings

Jennifer Belissent, Ph.D. February 2, 2015
The perennial call for public sector reform has not slackened. The pain of austerity measures and the pressures for increased efficiency heighten that call.  And, the hype around “smart cities” amps up the pressure for municipal leaders faced with decisions about which problems to attack first, and which tools are most appropriate.  But most organizations […]
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Sharing Is More Than Caring: Shared Services Enable Public Sector Tech Upgrades

Jennifer Belissent, Ph.D. February 10, 2014
As we all learned as kids, it's nice to share.  That holds true for public sector organizations as well, particularly in tough times. Public sector organizations don't have the privilege of dialing back on scope in challenging economic times. In fact, when the going gets tough, government organizations often have to kick into high gear. […]
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Where Are You On The Centralization/Decentralization Pendulum?

Forrester February 14, 2012
It's a constant tradeoff for B2B CMOs, who want their marketing people to be totally in tune with the customers and markets they serve: "How much should I decentralize by aligning people closely with business units, industries, or regions" versus "How much do I centralize to maximize quality and minimize redundancy?" I know as a marketing leader […]
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Running Pamplona: ICT Drives City Initiatives (Not The Bulls)

Jennifer Belissent, Ph.D. April 12, 2011
Twenty three years ago I arrived with a backpack and my best friend.  Last week I went back.  The city was as welcoming this time as it was the last, although the circumstances of my visit – and certainly my accommodations – were vastly different.  Pamplona is a city of about 200,000 inhabitants in Navarra, […]
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Yes — Some IT Projects Fail. But Don’t Throw The Baby Out With The Bathwater

Tim Sheedy July 14, 2010
There has been a lot of negative press and commentary regarding the recent Queensland Health Implementation of Continuity Project (SAP HR and Payroll), which recently experienced a very public failure as many employees were not paid due to multiple points of failure in the project. The recent Auditor-General's Report on the process is damning, spreading the blame […]
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Excuse Me, But Do You Know Where I Can Find A Job?

James Staten June 3, 2010
That's how one of my client meetings started at last week's IT Forum in Las Vegas. Now, normally this would concern me. It could be a sign that jobs are scarce, unemployment is up, or that Infrastructure & Operations professionals are being let go. But that's certainly not the case. This was actually someone proactively […]
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