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Shared Services at
Norfolk Educational Services
Stuart Mullineux
SITS 30th April 2014
Shared Services at NES
•  Introduction & background
•  Establishing the Shared Service Company
•  Enabling IT systems
•  Service desk
•  Promotional campaign
•  Performance improvements
•  Results so far
•  Some learning points
•  Questions
Introduction and background
•  Transforming Education in Norfolk
–  City College Norwich
–  Sponsor to support Norfolk based academies
–  University Technical College Norfolk
•  Replace Council and College services
•  Legal and Tax barriers
•  Innovation grant from Education sector
•  Change management programme
Establishing the Shared Service Company
TEN	
  GROUP
LIMITED	
  COMPANY	
  (by	
  guarantee)
(Reg	
  Charity)
CITY	
  COLLEGE	
  
CORPORATION
	
  
NORFOLK	
  
ACADEMIES
(MULTI-­‐ACADEMY	
  TRUST)
CITY	
  ACADEMY	
  
NORWICH	
  TRUST
	
  
NORFOLK	
  UTC	
  
TRUST
	
  
CITY	
  COLLEGE	
  
NORWICH
	
  
WAYLAND	
  
ACADEMY	
  
CITY	
  ACADEMY	
  
NORWICH	
  
NORFOLK	
  UTC	
  
NORFOLK	
  EDUCATIONAL	
  SERVICES	
  
(LIMITED	
  BY	
  SHARES)
SENIOR	
  LEADERSHIP	
  TEAM:
GROUP	
  CEO
HEADS	
  OF	
  INSTITUTIONS
LOCAL	
  BOARDS
Heads	
  of	
  institutions
on	
  Senior	
  
Leadership	
  Team
	
  
TEN	
  COMMERCIAL	
  SERVICES
	
  
FAKENHAM	
  
ACADEMY	
  
	
  
ATTLEBOROUGH	
  
ACADEMY	
  
	
  
WAYLAND	
  JUNIOR	
  
ACADEMY	
  
	
  
Enabling I. T. Systems
•  Business process re-engineering
–  Process and service definition
•  Programme management
–  Stakeholder engagement
–  Legal, tax, contract and pension advice
–  Procurement strategy and plan
•  Federation enabling IT Systems
–  Replace HR, Finance, Servicedesk, Library, Student
records
–  Infrastructure integration
–  Data warehouse and reporting
Service desk challenges
•  Customer focused culture – single contact
•  Efficient deployment of shared resources
•  Remote tracking and reporting
•  Multi-service capable (led by IT & FM)
–  Reactive response to incident calls
–  Planned preventative maintenance
–  Change/project management
–  Visitor and event management
•  TopDesk selected following thorough
procurement exercise
Promotional campaign April 2013
•  Helpdesks overwhelmed with emails and
inaccurate information
•  Call processing of emails take 2-5 times as long as
self service to set up
•  Campaign to show value to the customer of using
Self Service Desk
Campaign included;
•  Automated email response
•  Posters and stickers
•  Telephone coaching
•  Training
•  Recognition for best users
Performance improvements
•  Use service level
performance data to
improve customer
service ethos of staff
•  Direct areas for;
–  Restructure,
–  Resource allocation
–  Process continuous
improvements
Results so far
•  Educational advantages
–  Student journey
•  Payroll savings
–  First year £287k (reducing
duplication)
•  Procurement savings
–  First year £175k
(collaboration & leverage)
•  Service improvements
Some learning points
•  Share vision and build trust – working with likeminded
partners
•  Build a collaborative culture – top to bottom
•  Share in-house expertise
•  Make services efficient – ‘get lean’
•  Decide what to share (and not to share)
•  Catalyst for innovation and service redesign
•  Be bold : Be realistic : One step at a time
•  Learn from others : learn from mistakes
•  Be holistic; be agile; be entrepreneurial
•  Don’t underestimate the time to implement well
Shared Services at NES
•  Introduction & background
•  Establishing the Shared Service Company
•  Enabling IT systems
•  Service desk
•  Promotional campaign
•  Performance improvements
•  Results so far
•  Some learning points
•  Questions

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The Power of Shared services at Norfolk Educational Services (NES) Sits 2014

  • 1. Shared Services at Norfolk Educational Services Stuart Mullineux SITS 30th April 2014
  • 2. Shared Services at NES •  Introduction & background •  Establishing the Shared Service Company •  Enabling IT systems •  Service desk •  Promotional campaign •  Performance improvements •  Results so far •  Some learning points •  Questions
  • 3. Introduction and background •  Transforming Education in Norfolk –  City College Norwich –  Sponsor to support Norfolk based academies –  University Technical College Norfolk •  Replace Council and College services •  Legal and Tax barriers •  Innovation grant from Education sector •  Change management programme
  • 4. Establishing the Shared Service Company TEN  GROUP LIMITED  COMPANY  (by  guarantee) (Reg  Charity) CITY  COLLEGE   CORPORATION   NORFOLK   ACADEMIES (MULTI-­‐ACADEMY  TRUST) CITY  ACADEMY   NORWICH  TRUST   NORFOLK  UTC   TRUST   CITY  COLLEGE   NORWICH   WAYLAND   ACADEMY   CITY  ACADEMY   NORWICH   NORFOLK  UTC   NORFOLK  EDUCATIONAL  SERVICES   (LIMITED  BY  SHARES) SENIOR  LEADERSHIP  TEAM: GROUP  CEO HEADS  OF  INSTITUTIONS LOCAL  BOARDS Heads  of  institutions on  Senior   Leadership  Team   TEN  COMMERCIAL  SERVICES   FAKENHAM   ACADEMY     ATTLEBOROUGH   ACADEMY     WAYLAND  JUNIOR   ACADEMY    
  • 5. Enabling I. T. Systems •  Business process re-engineering –  Process and service definition •  Programme management –  Stakeholder engagement –  Legal, tax, contract and pension advice –  Procurement strategy and plan •  Federation enabling IT Systems –  Replace HR, Finance, Servicedesk, Library, Student records –  Infrastructure integration –  Data warehouse and reporting
  • 6. Service desk challenges •  Customer focused culture – single contact •  Efficient deployment of shared resources •  Remote tracking and reporting •  Multi-service capable (led by IT & FM) –  Reactive response to incident calls –  Planned preventative maintenance –  Change/project management –  Visitor and event management •  TopDesk selected following thorough procurement exercise
  • 7. Promotional campaign April 2013 •  Helpdesks overwhelmed with emails and inaccurate information •  Call processing of emails take 2-5 times as long as self service to set up •  Campaign to show value to the customer of using Self Service Desk Campaign included; •  Automated email response •  Posters and stickers •  Telephone coaching •  Training •  Recognition for best users
  • 8. Performance improvements •  Use service level performance data to improve customer service ethos of staff •  Direct areas for; –  Restructure, –  Resource allocation –  Process continuous improvements
  • 9. Results so far •  Educational advantages –  Student journey •  Payroll savings –  First year £287k (reducing duplication) •  Procurement savings –  First year £175k (collaboration & leverage) •  Service improvements
  • 10. Some learning points •  Share vision and build trust – working with likeminded partners •  Build a collaborative culture – top to bottom •  Share in-house expertise •  Make services efficient – ‘get lean’ •  Decide what to share (and not to share) •  Catalyst for innovation and service redesign •  Be bold : Be realistic : One step at a time •  Learn from others : learn from mistakes •  Be holistic; be agile; be entrepreneurial •  Don’t underestimate the time to implement well
  • 11. Shared Services at NES •  Introduction & background •  Establishing the Shared Service Company •  Enabling IT systems •  Service desk •  Promotional campaign •  Performance improvements •  Results so far •  Some learning points •  Questions