Shared Services for the Public Sector
New Administration Focus affecting Shared Services for the Public Sector
- Increase the efficiency of Government through better use of technology and stronger management that demands accountability
- Create sound budget practices and reduce wasteful spending by committing to greater fiscal transparency
- Discover the immense transformative power of technology and innovation
- Achieve unprecedented openness with free sharing of best practices
Get the inside story from these public sector visionaries:
- Administrative Resource Center, Bureau of the Public Debt, Department of Treasury
- Enterprise Services Center, Department of Transportation
- Gauteng Shared Service Centre, South Africa
- Hanover County, VA
- NASA Shared Services Center
- National Business Center, U.S. Department of the Interior
- Office of the Chief Information Officer, National Weather Service
- Program Support Center, U.S. Department of Health & Human Services
- U.S. Army Military District of Washington, U.S. Department of Defense
- U.S. Department of Housing and Urban Development
- U.S. Department of State - U.S. Office of Personnel Management
- U.S. Postal Service
For more information about the event, please visit the website www.iqpc.com/us/sspublicsector, call +1-800-882-8684 or email sarah.thompson@iqpc.com
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Shared Services for the Public Sector
1. Register by March 27, 2009 and
proudly presents
SAVE up to $2,396
2ND ANNUAL
SHARED SERVICES FOR
PUBLIC SECTOR TM
THE
May 11-13, 2009 • Washington, D.C. • Georgetown University Hotel and Conference Center
New Administration Focus Get the inside story from
these public sector
1 Increase the efficiency of Government through better use of technology
and stronger management that demands accountability
visionaries:
2 Create sound budget practices and reduce wasteful spending by
committing to greater fiscal transparency Administrative Resource
•
Center, Bureau of the Public
3 Discover the immense transformative power of technology and innovation
Debt, Department of Treasury
4 Achieve unprecedented openness with free sharing of best practices
Enterprise Services Center,
•
Department of Transportation
Realize the potential in Shared Services for your Gauteng Shared Service
•
Centre, South Africa
organization and learn how to:
Hanover County, VA
•
Drive highly efficient systems and processes by streamlining back and front-office
•
functions NASA Shared Services Center
•
Ensure successful and sustainable shared services projects by creating a flexible
•
National Business Center, U.S.
governance model that promotes transparency and accountability •
Department of the Interior
Increase service delivery for less with a fiscally responsible strategic plan of action
•
Reduce complex organizational structures through advanced human capital
• Office of the Chief
•
intelligence Information Officer, National
Maintain high performance levels by integrating key metrics, dashboards and KPIs
•
Weather Service
into the operational framework
Program Support Center, U.S.
•
Department of Health &
Human Services
NEW in 2009 – Shared Services
U.S. Army Military District of
Public Sector Benchmarking Forum •
Washington, U.S. Department
Open to Conference Attendee and Non-Attendee Public Sector Shared Services Professionals! of Defense
Inaugural Meeting: Join us on May 12th at the Georgetown University Hotel and
U.S. Department of Housing
•
Conference Center to meet group members and start your networking immediately! Please
and Urban Development
see page 4 for more details.
U.S. Department of State
•
Sponsors:
U.S. Office of Personnel
•
Management
U.S. Postal Service
•
REGISTER ONLINE AT www.iqpc.com/us/sspublicsector OR CALL US AT 1-800-882-8684
2. 2ND ANNUAL
SHARED SERVICES Who Will Attend
FOR
Assistant Secretaries, Deputy Assistant Secretaries,
PUBLIC SECTOR
Deputy Directors, Office Directors and Managers in:
TM
THE Shared Services
•
Administrative Services
•
Business/ Process Improvement
•
Business/Technology Integration
•
Call Center
•
Dear Public Sector Leader, CFO/Finance & Accounting
•
CIO/IT/IT Shared Services
•
What’s changed in Shared Services
for the Public Sector? Though servi
ce deliverability
has always been one of your top HR Chiefs/HR Shared Services
•
priorities, it is more important now
than ever before!
Current economic and political cond
itions demand that Government find Logistics/Materials Management/Procurement
•
innovative
ways to deliver more services with
significantly less resources. One of
the best ways to
do this is to adopt a Shared Services Modernization/Transformation
•
framework that addresses transpare
ncy, openness
and efficiency across service functions
such as HR, Finance, IT and Procurem Operations
•
ent.
Shared Services implementations arou Policy and Standard Analyst
•
nd the world demonstrate the poss
ibilities that can
be achieved for the public sector.
The 2nd Annual Shared Services for Service Centers/Delivery/Integration/Management
•
the Public Sector
Summit is this year’s premier forum
to learn from your Shared Services
peers. Whether
you’re new to Shared Services or Strategic Planning
•
a more experienced practitioner, the
2nd Annual
Shared Services for the Public Secto
r Summit is an opportunity to hear Supply Chain
•
how current
projects are being managed and how
common challenges are being over
come in these
changing times. Take advantage
of this invaluable learning and netw
orking experience
and walk away with specific tools
from each and every session that
can help you and
About the Venue
your Shared Services project stand
a better chance of achieving success!
I look forward to meeting you in Was
hington, D.C.! Georgetown University Hotel
and Conference Center
3800 Reservoir Rd. NW
Washington, D.C. 20057
ng
P . Maximize your learni
.S Reservations: 1 (888) 651-1921
experience by attending
Christopher Boucher p
our interactive worksho The Georgetown University Hotel & Conference
Program Director, Shared Services
d
series! Se e page 3 an Center offers a unique experience nestled among
Shared Services & Outsourcing
Network the buildings of the Georgetown University campus.
register today! Located in the center of campus, it is around the
corner from the bustling streets of shopping and
restaurants in the heart of Georgetown. The well-
known Washington D.C. attractions, museums and
monuments are a short taxi or metro ride away.
About the Organizers
The Shared Services & Outsourcing Network (SSON) was established in the
Sponsorship and Exhibition
late nineties to serve the changing needs of shared services practitioners.
SSON has the leading edge in international shared services expertise. Our
Opportunities
research staff works from our international offices located in the U.S.,
U.K., Singapore, Australia and Dubai to research current trends and developments in shared
Sponsorships and exhibits are excellent
services. We bring this information to our members via the SSON website; our monthly
opportunities for your company to showcase its
publication; Shared Services News; regular e-news; organized site visits; benchmarking roundtables;
products and services to high-level, targeted
conferences and training courses. Website: www.ssonetwork.com
decision-makers attending the 2nd Annual Shared
E-mail: info@ssonetwork.com Phone: +44 (0)20 7368 9300
Services for the Public Sector Summit. SSON helps
companies like yours achieve important sales,
CPE CREDITS marketing and branding objectives by setting aside
a limited number of event sponsorships and exhibit
Penton Learning Systems d.b.a International Quality and Productivity Center is
spaces – all of which are custom-tailored to assist
registered with the National Association of State Boards of Accountancy (NASBA),
your organization in creating a platform to
as a sponsor of continuing professional education on the National Registry of CPE
maximize its exposure at the event.
Sponsors. State boards of accountancy have final authority on the acceptance of
individual courses for CPE credit. Complaints regarding registered sponsors may be
For more information on sponsoring or exhibiting at
addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Suite
Shared Services for the Public Sector, please contact
700, Nashville, TN 37219-2417. Website: www.nasba.org
Mario Matulich at 1-800-882-8684 or at
This program stands as BASIC as there are no prerequisites or advanced preparation requirements to
sponsorship@iqpc.com
attend our conferences. “Group Live” delivery method.
REGISTER ONLINE AT www.iqpc.com/us/sspublicsector OR CALL US AT 1-800-882-8684
2
3. PRE-CONFERENCE WORKSHOPS Monday, May 11, 2009
A 8:00 – 11:00 7:30 Registration for Workshop A
Developing a Shared Services Business Case for the Public Sector Incorporating Sustainability
as a Featured Service
Shared services often start as an opportunity to cut costs and consolidate How to define sustainability elements and delivery strategies
•
staffing levels. Reducing costs and eliminating redundancy will always How to design a portfolio of services, creating and maintaining buy-in
•
remain a key objective; however, when you are designing your shared and develop a continuous improvement process
services framework, you can build a structure that will allow for significant
How you will benefit:
growth in scope and scale and incorporate progressive areas of service such
Gain exposure to lessons learned from various public sector
•
as sustainability. This workshop will focus on building a business case that
implementations
will gain buy-in by demonstrating how shared services will add value, • Create a fiscally responsible operating model that is set-up for growth
reduce cost and focus on the growing importance of sustainability. • Achieve short and long-term cost savings
What you will learn:
Steve Bucalo, Partner, ScottMadden
• How to create a business case to support successful implementation of
shared services and complement departmental goals and directives
B 11:15 – 2:15 11:00 Registration for Workshop B Lunch will be served.
FREE Software Tool
Best Practices in Public Sector Metrics & Process Improvement
A strong shared services program requires continuous performance How to improve the overall functionality of operations by linking
•
measurement as well as cost and service analysis. In improving overall measurement systems, cost drivers, process improvement and
service delivery by increasing value and lowering costs, it is essential to SLAs/chargebacks
understand exactly what to improve and which metrics are relevant to
How you will benefit:
your customer and business units.
Receive a free, fully-functional software package to help analyze your
•
What you will learn: specific processes and products and develop effective measures, plus
• How to lay the framework for successful implementations with processes and lessons learned that can be implemented immediately
processes and lessons built around proven metrics • Generate significant results with techniques and templates designed for
• How to take advantage of the basic tools in performance management, quick returns
including utilizing scorecards and activity analysis for a top- • Achieve sustainable, self-supporting systems with continuous
down/bottom-up approach improvement dashboards
Andrew Muras, Sr. Manager, BAE Systems Quality & Management
Services
C 2:30 – 5:30 2:15 Registration for Workshop C
Shared Services Public Sector Benchmarks and Best Practices
The purpose of benchmarking and performance measurement is to Latest trends in shared services within the public sector; and,
•
provide a means to promote and track higher performance. At the same Opportunities to apply best practice examples and lessons learned to
•
time, the best intended benchmarking efforts can easily get bogged improved your current shared services environment.
down and end up wasting valuable time and budget – limited resources
How you will benefit:
that could be better utilized in making performance improvements. This
Take away actionable examples and strategies that you can utilize now
•
workshop will assist participants in measuring what matters, utilizing
to improve your shared services operation;
benchmark information effectively, and translating performance • Learn how to focus your benchmarking efforts while clearly
information to truly optimize shared services.
demonstrating and communicating performance; and,
What you will learn: Identify solutions, ideas and concepts that can assist with your
•
• Methods to assess your current benchmarks and performance toughest shared services challenges.
measures, ways to improve these efforts and focus your resources;
Glenn Davidson, Managing Director, Public Sector Advisory,
• Techniques to integrate benchmarking and performance management
Americas, EquaTerra
into your shared services environment;
• Strategies to measures what matters and optimize your approach to
measuring performance;
D 5:45 – 8:45 5:30 Registration for Workshop D Dinner will be served
The Customer-Driven Shared Services Model
The most successful shared services providers are intrinsically aligned to In this session, you will be exposed to tools to:
their customers – as are the most cost effective and efficient. Customer Determine how to provide services that your customers demand
•
focus is not just customer satisfaction surveys or SLAs – it is a holistic • Select the fee-for-service model that is right for your organization
approach to understanding customer needs and providing services that • Manage ongoing customer relationships
achieve those needs, creating a financial model driven by demand, and • Measure and monitor customer satisfaction
managing and monitoring relationships to evolve with your customers.
Booz Allen Hamilton
Sponsors: 3
4. MAIN CONFERENCE DAY ONE Tuesday, May 12, 2009
Registration & Coffee Securing Support for Shared Services through
7:30 11:15
Strategic Human Capital Management
Chairperson’s Welcome and Opening Remarks
8:00 One of the most significant challenges for any champion of
shared services is overcoming the natural resistance to change
Opening Keynote: The Evolution of Shared
8:15 by your workforce. Even without limited resources, shared
Services in Tough Economic Times and services are only as good as the collective support of its staff.
Alignment with the Objectives of the New Transforming Government into a culture of change is the first
Administration step to getting a successful project off of its feet. In this
Under the new administration, shared services will lead session, you will learn how to:
government agencies in ways to increase the efficiency and • Garner top-down and bottom-up support by involving staff in
effectiveness of service delivery, transparency and the evaluation and analyses of internal processes
accountability. Pushing these efforts forward in a challenging • Drive change by clearly defining roles and advocating
economy will require you to understand: individual ownership over the various aspects of the project
• How the new administration’s agenda will influence the • Ensure greater support and success with thorough cross-
application of shared services functional preparation of the workforce
• How to improve operations at a lower cost
Keith Nelson, Former Assistant Secretary of,
• How to sell your value-added solution successfully and
Administration and Chief Human Capital Officer, U.S.
expand your portfolio of services Department of Housing and Urban Development
Sam Poston, SVP, ScottMadden
2009 SHARED SERVICES PUBLIC SECTOR
12:00
Dave Mader, VP, Booz Allen Hamilton
BENCHMARKING FORUM: Inaugural Meeting
– Lunch will be served.
Interactive Panel:
9:00 Extended Q & A The 1st Shared Services Public Sector Benchmarking Forum is
Facilitating Change by
set up to provide a dedicated network of Public Sector Shared
Establishing an Effective Roadmap for Future
Services professionals an opportunity to benchmark their
Shared Services Projects
operations on an ongoing basis and to discuss common
Now that we have a better idea of where we are headed in
challenges and best practices. Some of the issues to be
shared services, the more important challenge still remains: how
discussed will include cross-functional migration, continuous
do we get there? Establishing a proper roadmap (which
improvement strategy, talent management, process
includes building a business case and governance model) is an
reengineering and emerging technologies – with the collective
essential obstacle in synergizing the human component of the
goal of achieving more open, efficient and fiscally responsible
change management process with the necessary people and
government services. In summary, the 2009 Public Sector
processes used to facilitate that change. In this interactive panel
Shared Services Benchmarking Forum’s main objectives are:
session, you will learn from a cross-array of public sector • Sharing knowledge and experiences across departmental lines
visionaries, including high-level decision makers and their shared • Maximizing synergies generated from the combined interests
service provider partners working in a variety of functions.
of the group and the agencies they represent
Panel Leader: • Discussing and debating on how to best optimize taxpayer
Cindy Z. Springer, Executive Director of the dollars to create a more sound government
Administrative Resource Center, Bureau of the Public • Promoting the encouragement of multi-departmental
Debt, U.S. Department of Treasury collaboration and cooperation
For those interested parties not attending the full
Panelists:
conference, registration is required for the Benchmarking
Gustavo Limon, CTO, Office of the Chief Information
Forum. See page 7 for details.
Officer, National Weather Service
Earl Pinto, Esq., Senior Advisor, Program Support Center,
U.S. Department of Health and Human Services Streamlining Complex Organizational Structures
1:30
and Delivering First Class Service through Highly
Deborah Giannoni-Jackson, VP, Employee Resource
Systematized Change Management Procedures
Management, U.S. Postal Service
Current pressures in the public sector have made the planning
Bob Stevens, Director of Customer Service, Enterprise phases of shared services implementations more important than
Services Center, Department of Transportation ever before, including deciding which processes to outsource and
which to retain, just to name a few. Change management is still
Morning Networking Break
9:45 one of the most difficult phases to execute, and in its own large-
scale effort, the USPS was able to achieve full integration of 3,800
Utilizing Baseline and Broad-Based Surveys to
10:30 of its HR postal professionals, 200 processes and 70 disparate
Ensure Sustainable, Low-Risk Implementations systems into a single HR system capable of supporting a 700,000
The success of shared services programs in the public sector employee organization. In this session, you will learn how to:
hinges on the continuous assessment of customer satisfaction and • Reduce costs and enhance customer service by moving work to
responsiveness to customer needs. To meet these challenges, an employee and manager self-service environments
NASA has incorporated a variety of different customer surveys into • Integrate people component with processes and technology by
its business planning cycle to measure customer satisfaction and staffing resources for knowledge transfer
improve performance. In this session, you will learn how to: • Enhance shared service environment with selective outsourcing
• Meet increasing service demands by establishing baseline and
practices
benchmark ratings for customer satisfaction
Anthony J. Vegliante, Chief Human Resources Officer and
• Address survey results and corrective actions by providing
EVP, United States Postal Service
feedback to customer groups
• Develop appropriate survey populations and avoid survey fatigue
Case Study Interactive Session Networking
Richard Arbuthnot, Executive Director, NASA Shared
Opportunity
Services Center
REGISTER ONLINE AT www.iqpc.com/us/sspublicsector OR CALL US AT 1-800-882-8684
4
5. Extreme Makeover: Public Sector Edition – from getting the best of your shared services efforts by setting
2:15
Driving Organizational Change through very stringent standards. In this session, you will learn how to:
Strategic Maps, KPI Dashboards & The Balanced • Ensure achievability and sustainability through a single
Scorecard performance and conformity standard
• Satisfy customer expectations by placing business process
Just as any house requires constant maintenance and the
improvement initiatives at the core of internal strategy
occasional renovation, so too does your shared services
• Attain consistent quality output (accuracy and timeliness) with
organization. Continuous improvement relies on the same
customer surveys and monthly metrics
level of upkeep as your home, and it is important that you are
equipped with the proper tools to get the job done…and done Betsy Murphy, Managing Director, Oversight and
right. From your strategy map (the blueprint) to your key Management Analysis, U.S. Department of State
performance indicators and the Balanced Scorecard (the
measurements), this session will teach you how to: Managing SSOs in Recessionary Times:
4:30
• Drive initiatives, increase bandwidth and improve capacity to
Achieving Short-Term Gains with Effective
change with a highly comprehensive and prescriptive strategy Strategic Models
mapping approach The scaling back of resources throughout federal, state and
• Design a successful SSO strategy using the Balanced
local governments has made sustaining shared services a
Scorecard monumental task. Because lower or constrained budgets may
• Measure success of shared services strategy by utilizing KPI
yield cost efficiencies, they cannot be achieved without
dashboards and other tools impacting desired service delivery standards. Leaders must find
ways to overcome this challenge with limited resources, but
Paul S. Bartley, Director, Program Support Center, U.S.
also realize the potential for positioning their department for
Department of Health and Human Services
greater success in the future. In this session, you will learn
Afternoon Networking Break how to:
3:00
• Attain long-term scalability by developing a business model
Optimizing Performance Levels by Applying ISO structured around short-term wins
3:45
Quality Management Standards in a Service • Achieve sustainable, targeted service delivery standards by
Environment aligning service demands with budgeted resources
• Realize significant short-term cost savings by way of
Long after consolidation efforts comes the long-term
capital/technology deferment, training reductions and vacant
difficulties associated with ensuring that your sharing of
positions
services continues to be delivered in the most effective and
efficient manner. The most successful, self-sustaining shared Joe Casey, Deputy County Administrator, Hanover
services centers in the public sector are those that have been County, VA
certified by the International Organization for Standardization,
the world’s largest developer and publisher of management Close of Conference Day One & Cocktail
5:15
protocol. Adoption of and compliance with ISO mandates Reception
discourages performance-related issues such as complacency
MAIN CONFERENCE DAY TWO Wednesday, May 13, 2009
Registration & Coffee country from a self-service to a centralized/consolidated model.
7:30
This initiative has drawn the attention of Supreme Court Chief
Chairperson’s Welcome and Opening Remarks Justice John Roberts, whose annual report for 2008 predicted
8:00
savings and cost avoidances totaling $55.4 million through
Keynote: Bringing Government into the 21st 2012. This session will be structured as a panel discussion
8:15
Century: Leveraging Emerging Technologies to featuring AOUSC and CGI personnel responsible for leading and
Bolster New and Mature Shared Services implementing the transformation in an interactive discussion
Centers about critical governance issues, including: (1) clearly
communicating a compelling value proposition and achieving
Though there is still uncertainty as to the new administration’s
customer buy-in up front; (2) implementing SLAs for the first
role with respect to shared services, one thing remains clear:
time in a challenging culture; and (3) re-considering business
the President understands the immense transformative power
case assumptions about realizing savings versus re-investing to
of technology and how it can improve the way Government
seize unforeseen emerging opportunities.
operates. Though technology has always been an important
enabler, shared services will require that it be embraced even CGI Federal
more in order to drive the directives of the new administration
Visit the website for confirmed panelists
forward. In this session, you will learn how to:
• Increase bandwidth of leadership and workforce by
Morning Networking Break
9:45
optimizing technological capabilities and offerings
• Understand the transformative power of technology and how
Fostering High-Performance by Implementing
10:30
it will impact your current and future projects
Business-Driven Talent Strategies and Workforce
• Optimize shared services achievements across functions with
Development Programs
best-in-class technology and an architecture that
Allocating your human capabilities across the various business
complements the various silos of an organization
entities of the shared services center is an ongoing challenge.
Doug Bourgeois, Director of the National Business
Acquiring talent from outside and ensuring that your
Center, U.S. Department of the Interior
workforce is flexible to change, culturally and operationally, is
vital to the success of any implementation. Gauteng is a
Interactive Panel:
9:00 Extended Q & A globally recognized center of excellence that has leveraged
Getting It Right the First Time:
workforce development programs like their Employee Wellness
Customer-Driven Governance
The Administrative Office of the United States Courts is in the
Case Study Interactive Session Networking
process of transforming its management model for a wide range
Opportunity
of administrative and IT services to 94 court locations across the
Sponsors: 5
6. Programme and specific talent strategies to promote greater Achieving Operational Excellence in A SSO:
3:00
efficiency levels. In this session, you will learn how to: Lean Tools and Metrics for Success
• Achieve economies of scale, standardization and consistency
In today's challenging economic climate, Operational Excellence
of service with human capital business intelligence and an remains a fundamental objective in achieving organizational
Employee Wellness Programme success in both the public and private sector. This excellence is
• Increase engagement, productivity and performance through
achieved by finding and eliminating waste in business
employee career-pathing processes. Tremendously effective in improving service and your
• Promote efficiency by connecting the vision of the
bottom line, this effort also builds esprit and cooperation in the
organization with the people that drive that vision workforce. Yet identifying what tools are most effective and
how to implement them in a sustainable manner is a
Khulu Radebe, General Manager Human Resources
continuing struggle. Those responsible for implementation
Services, Gauteng Shared Service Centre
often have limited resources or little expertise with business
process improvement, yet still have the requirement for success.
Interactive Panel:
11:15 Extended Q & A In this session, you will learn how to:
How Shared Services Can Help
• Improve operations by identifying key metrics and lead process
Agencies Meet the Operational Improvement
improvement efforts regardless of resources
Initiatives of the New Administration
• Understand process waste and apply Lean concepts to identify
The Obama administration’s focus on efficiency and
and eliminate it
effectiveness throughout government – particularly illuminated
• Tie Implementation to your Strategic Plan
by the creation of an Executive Level Chief Performance Officer
– compounds the emphasis agencies will place on delivering F. Lee Campbell IV, Chief of Strategic Planning, U.S. Army
services more cost effectively and to higher levels of customer Military District of Washington
satisfaction. Shared Services is one key vehicle for achieving
this objective. Interactive Panel:
3:45 Quick Wins
30 Ideas in 40 Minutes:
Booz Allen Hamilton
Promoting Highly Transparent, Efficient Shared
Visit the website for confirmed panelists
Services Models to Drive Enhanced Performance
Levels and Long-Lasting Capabilities
Networking Luncheon
12:00
Experts will discuss the key takeaways from the conference
Maximizing the Potential of Your Shared and then provide insight on how to best integrate the various
1:00
Services Efforts by Achieving Cross-Functional, tools, methodologies and solutions learned to achieve “quick
Intra-Agency Collaboration wins” for your SSO.
Gaining the necessary support and facilitating successful Panel Leader:
shared services transformations is an overwhelming task faced Tim Vigotsky, Former Director of the National Business
by all implementers. Optimizing those successes across Center and Founder of Vigotsky Associates
functions and agency lines is a remarkable feat because it
Panelists:
involves the successful change management associated with
Reginald M. Brown, Director of Modernization and
the compromise of complex and varied interests and
Human Resources Line of Business, U.S. Office of
structures. In this session, you will learn how to:
Personnel Management
• Create, represent, distribute and enable adoption of insights
and experiences unknown and unfamiliar to the workforce, Anthony J. Vegliante, Chief Human Resources Officer and
particularly during times of change or disruption, with a EVP, United States Postal Service
systematic 3 foci approach (technocentric, organizational and
Betsy Murphy, Managing Director, Oversight and
ecological)
Management Analysis, U.S. Department of State
• Solve intractable, cumbersome problems by increasing
network connectivity, internally and externally Khulu Radebe, General Manager Human Resources
• Facilitate and manage innovation and learning by leveraging
Services, Gauteng Shared Service Centre
expertise across the organization
Richard Arbuthnot, Executive Director, NASA Shared
Dr. Mark Olszyk, Deputy Chief of Staff, U.S. Department Services Center
of Veterans Affairs
Doug Bourgeois, Director of the National Business
Center, U.S. Department of the Interior
Using a Fee Structure to Create a Healthy
1:45
Internal Market Based on Greater Efficiency and Melissa Lytell, Director of HR Shared Services, U.S.
Cost Transparency Department of State
Justifying expenditure in an environment that has often
Chairperson’s Closing Remarks & End of
specifically designed to save costs is a core requisite of a 4:30
Conference
successful SS leaders. At the same time you also have to
justify the charges that you will be making to the business
units and all of your stakeholders. In this session, you will
learn how to:
• Maximize organizational streamlining with the financial
alignment of procurement requirements to programmatic
strategic goals
• Optimize operational capabilities by creating a high-quality,
transparent and customer-focused procurement operation
Case Study Interactive Session Networking
• Ensure departmental top priorities are met by creating work
Opportunity
environments that allow the flexibility to move resources
Cathy Read, Director of Acquisition Management, U.S.
Department of State
William Moser, Deputy Assistant Secretary for Logistics
Management, U.S. Department of State
Afternoon Networking Break
2:30
REGISTER ONLINE AT www.iqpc.com/us/sspublicsector OR CALL US AT 1-800-882-8684
6
8. International Quality & Productivity Center
535 5th Avenue, 8th Floor
proudly presents
New York, NY 10017
2ND ANNUAL
SHARED SERVICES FOR
PUBLIC SECTOR TM
THE
❑ Conference Only ❑ Workshop(s) Only ❑ ALL ACCESS PRICING
❑A ❑B ❑C ❑D
Please Choose Your Workshops:
Your customer registration code is:
When registering, please provide the code above.
Name__________________________________ Job Title ________________________
Organization____________________________________________________________
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Address_______________________________________________________________
City__________________________________State______________Zip___________
Phone________________________________Fax_______________________________
5 EASY WAYS TO REGISTER:
E-mail__________________________________________________________________
❑ Please keep me informed via email about this and other related events. Web: www.iqpc.com/us/sspublicsector
1
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preceding page. 535 5th Avenue, 8th Floor
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Register by March 27, 2009 and
proudly presents
SAVE up to $2,396
2ND ANNUAL
SHARED SERVICES FOR
PUBLIC SECTOR TM
THE
May 11-13, 2009 • Washington, D.C. • Georgetown University Hotel and Conference Center
New Administration Focus
1 Increase the efficiency of Government through better use of technology and stronger management that
demands accountability
2 Create sound budget practices and reduce wasteful spending by committing to greater fiscal
transparency
3 Discover the immense transformative power of technology and innovation
4 Achieve unprecedented openness with free sharing of best practices