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Conclusion: Australian governments at the federal and state levels have been implementing, modifying, discarding or persevering with shared services models for the better part of 15 years. Most of these initiatives were based on the premise that consolidating corporate service functions into a single entity and providing “shared services” back to the originating agencies would provide significant efficiencies and cost savings. While the concept of shared services does have considerable potential for value creation and efficiencies for government sectors, it is the execution that needs to be rethought.

Shared services operational units need to heed the learnings from other activities including:

  • the entrepreneurial sector
  • application of UCD
  • other service redesign techniques, and effectively generate a spin-off that everyone wants to receive services from.

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