Shared services centers continue to deliver greater value with 73% of respondents reporting productivity increases of over 5%. Knowledge-based processes are becoming more common, doubling or tripling since 2013. Robotic process automation is an emerging technology that will change how shared services centers operate by reducing routine tasks and enabling advanced cognitive applications. The number of shared services centers with over three functions continues to rise significantly. Proximity to existing operations or headquarters is increasingly important when establishing or relocating shared services centers. Most organizations prefer to move activities to shared services centers unchanged rather than simultaneously standardizing processes and implementing new systems. While global business services are still expanding, many organizations do not plan to adopt this model or switched back after trying it.

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TOP HIGHLIGHTS
Shared services centres (SSCs) deliver greater
value year after year. This year, 73 percent of
respondents reported shared services productivity increases
of 5 percent or higher, up from 70 percent in 2015.
Knowledge-based processes are on the rise.
Although transactional processes remain predominant at
SSCs, adoption of more complex, knowledge-based
processes has doubled or in some cases, tripled since 2013.
Here come the robots. Robotic process automation is
a rapidly emerging technology that will fundamentally
change how SSCs operate, slashing the effort for
routine tasks and enabling advanced cognitive
applications that augment or replace human judgement
in knowledge-based processes.
Functional scope continues to expand. The
number of SSCs with more than three functions
continue to rise dramatically, from 20 percent in 2013,
to 31 percent in 2015, and now 53 percent in 2017.
Proximity matters more than ever. While cost
remains a top priority when establishing or relocating
SSCs, organisations are increasingly emphasising
proximity to existing operations or headquarters.
Lift-and-shift is the favoured migration
approach. Most organisations opt for higher speed
and lower risk by moving activities to an SSC As-Is,
rather than simultaneously trying to standardise
processes and implement new systems.
Global business services face pushback. While there
is still significant movement toward a global business
services (GBS) model, 72 percent of organisations not
currently using GBS do not plan to make the shift, and 4
percent tried GBS but switched back.
Top highlights from Deloitte's 2017 global shared
services survey