Declining local government budgets are driving a need for innovative solutions to reduce operating costs. Establishing a shared services model across departments can improve efficiency and streamline workflows to reduce costs while maintaining public services. Critical elements for successfully implementing a shared services model include utilizing a single portal for requesting and tracking services, eliminating manual forms, and providing mobile access and public portals. A shared services model can improve public satisfaction and it is worth the effort to implement, even without internal IT resources as cloud technologies now provide affordable options.

1.
IT
Efficiency
and
Business
Agility
Thought
Leadership
April
17,
2012
Copyright
©
2012,
Tactical
Strategies
LLC
PHONE
E-­‐MAIL
Author:
Rhonda
Wille,
248-­‐396-­‐9240
Rhonda@tactical-­‐strategies.com

2.
Building
a
shared
services
model
in
local
government
Declining local government budgets drive a need for innovative solutions to reduce operating
costs
Local government budgets for municipalities, cities and townships are shrinking at a
staggering pace. Declining property and business tax revenues are impacting local
governments ability to provide basic services to the public. As a result, budget planning
directors and business analysts are looking for opportunities to streamline workflow, improve
efficiency and share resources across departments to drive down costs while maintaining
these services for the public.
Is there a form for that or should I leave a message?
Often when a service is requested by the public it has to first be determined which
department(s) can resolve the request and take action. Once ownership is determined then
the request is filtered out to appropriate departments to render the services and it may involve
interaction between departments (D2D) or between the public and the department
(P2D). Either way there is a manually written request somewhere, that can't be statistically
reported on or easily tracked. Now don't get me wrong, there are some cities that have
tackled this issue and track information electronically in a database somewhere. But imagine
if there was a system that enabled them to not only operate more efficiently but leverage the
data captured during the process? The result would be spectacular, projects for the city could
be determined based on targeted analysis to problem areas based on the data
collected. One such shining example is the city of Warren, if you have a moment see the
amazing work they have accomplished, http://cityofwarren.org/index.php/citistat.
Establishing a shared services model
I am sure you are reading this thinking but how is this possible, "how can we establish a
shared services model?" There are several critical elements to successfully implementing a
shared services model:
1. There has to be an incentive or "selfish" reason departments or agencies would want to
participate, find it, your success depends on it.
2. Utilize a single portal that is easy to use for requesting, updating and tracking services.
3. Eliminate manual forms, sticky-note requests and "While you were out" phone call slips
to manage work or request services.
4. Make sure that any system you consider for the service requests leverages workflow
automation, there are many products that can do this well and inexpensively.
5. Find the funds to provide mobile devices for the field workers. By putting these devices
in their hands along with the ability to manage requests real-time based on proximity
PHONE
E-­‐MAIL
Author:
Rhonda
Wille,
248-­‐396-­‐9240
Rhonda@tactical-­‐strategies.com
2

3.
and complexity, more can get done at a lower cost.
6. Ensure a public portal is part of the solution to reduce administrative costs associated
with it by providing a self service option. It should enable the public to log a request,
check status and provide pictures or information valuable to field workers in
determining types of equipment to complete the work, inter-departmental support
needed or a more precise location where service is needed.
7. Provide statistical reports on the services and outcomes, show metrics on your
success! However, don't fall into the trap of running a report to prove your metrics are
great. Apply the data to pro-actively address larger city planning or maintenance
issues identified as a result of having this information. Use it to define actionable plans
as preventative medicine!
It is worth the effort and will improve public satisfaction
There are real results that come from implementing these tactical solutions in local
government. If you don't have IT resources then leverage your peers in neighboring
municipalities to help. Most are very proud of the work they have accomplished and more
then willing to share. Also, things have changed in the last couple of years with cloud
technologies dominating the market. It is not necessary to have a data center or a room full
of servers to support mission critical solutions such as what we discussed above. Many of
the products on the market are Software-as-a-Service (SaaS) based and therefore pay only
for what you use, they host it, configure it and support it. Take the time to consider how a
shared services model could help you to manage your budget and improve public perception,
it is worth the effort.
PHONE
E-­‐MAIL
Author:
Rhonda
Wille,
248-­‐396-­‐9240
Rhonda@tactical-­‐strategies.com
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