Norfolk Educational Services’ explains how to successfully integrate IT, HR and FM. Stuart Mullineux, Director of Campus Services, understands pitfalls and how to use tools like TOPdesk to achieve seamless collaboration. Shared services is an efficient, financially enticing solution, but can be challenging. The presentation discusses shared services benefits, the power of a single point of contact, and how to involve all stakeholders in the process.

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