shared services: the federal government and dod...
TRANSCRIPT
![Page 1: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/1.jpg)
Workshop #47
Shared Services:
The Federal Government and
DoD Direction
June 2, 2017
San Diego, CA
ASMC PDI 2017
![Page 2: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/2.jpg)
Rowan MirandaCFO Advisory Services Practice Lead
Accenture Federal Services
2
![Page 3: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/3.jpg)
Overview
3
Overview of the Panel
Current State of Federal Shared Services
o Service Focus to Cost/Customer Experience Focus
o Shared Services vs. Shared Systems
o Challenges faced by Early Movers to Shared Services
Shared Services in Civilian Agencies vs. DOD
Role of Commercial Investment to Accelerate Shared Services
![Page 4: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/4.jpg)
Lora MuchmoreDirector – Office of the Undersecretary of Defense (Comptroller)
Business Integration
4
![Page 5: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/5.jpg)
Ms. Muchmore is a Shared Services SME With
Experience in Both Industry and Government
• Lora H. Muchmore, Director Office of
the Under Secretary of Defense
(Comptroller) Business Integration
• Currently the alternative
representative to the Federal Shared
Services Group
• Twenty year Federal career, primarily
focusing on business transformation
• Five year industry experience
includes working on a large firm’s
administrative shared services effort
5
Business Unit
Business Unit
Shared Services
Business Unit
![Page 6: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/6.jpg)
Define the scope of what to deliver
Understand the outcome you are trying to achieve
Understand the customer’s needs
Measure, measure, and measure
• Metrics should be simple
• Tied to outcomes
Continuous process improvement
• Metrics / analysis identifies areas for improvement
Location of shared services becomes increasingly less important
A Series of Critical Success Factors Have
Been Identified from Past Experience
6
![Page 7: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/7.jpg)
When Establishing Shared Services, There
Are Some Key Points of View to Consider
7
Start with activities that are truly common
Government needs to adopt standard processes
Don’t forget to keep your focus on the true customer
Tone from the top
![Page 8: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/8.jpg)
Mark RoseComptroller – U.S. Coast Guard
8
![Page 9: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/9.jpg)
USCG Current Services
9
Currently customized COTS - integrated financial, procurement, and asset
management system – over 17,000 users/99.7% availability
Automated User Account Management & Customer Service
Mature Configuration Control / Change Request Process
Provide accounting; cash, payables and receivables management; and asset and
financial reporting services:
USCG/TSA/DNDO (TRIO)
Appropriation ~ $15 Billion
Financial Transactions > 56 Million
Cash ~ $12 Billion
Payments ~ 1.2 Million - $8 Billion
Receivables ~ 30,000 - $5 Billion
Improper Payment Rate < 0.04%
PP&E - $22 Billion
CIP - $2 Billion
![Page 10: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/10.jpg)
DHS “TRIO” Background
10
USCG Alternative Analysis – January 2012
USCG SSP versus In-house Decision – November 2012
USCG Business Case Analysis – July 2013
Discovery Process - “Go/No-Go” – August 2014
Treasury Approval – August 2014
Inter Agency Agreement – August 2014
Conference Room Pilot – January 2015
DNDO Migrate – Financials/Projects – November 2015
DNDO Migrate – Procurement – March 2016
USCG Configuration – January/February 2016
USCG Interfaces Commence (17) – February – April 2016
TSA Re-Planning & Delay Decision to October 2017 – June 2016
USCG Re-Planning Tiger Team – June – October 2016
Contingency Plan Working Group – January-March 2017
Unable to Service USCG Notification – February 2017
TSA Second Delay Decision – March 2017
Domestic Nuclear Detection Office
![Page 11: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/11.jpg)
Risks
11
• FSSP Capacity/Experience
(Software/Hardware, CM, UAM, Training,
Cost/Schedule/Performance Metrics)
• Cost Efficiency Drivers
• Customer Service Focus
• Project Governance
![Page 12: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/12.jpg)
Lessons Learned
12
• Functionality – Software
vs. Service
• RICE-W
• Customer Service
• User Account Management
• Business Process/System
Expertise
• Configuration Control
• Change
Management/Training
• Roles/Responsibilities
![Page 13: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/13.jpg)
Rosie TinsleyDirector – Strategy, Policy & Requirements
Defense Finance and Accounting Service (DFAS)
13
![Page 14: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/14.jpg)
DFAS Footprint
14
Note: DoD Base Budget and OCO Funds Only
![Page 15: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/15.jpg)
Magnitude of Operations
15
Business Impact
![Page 16: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/16.jpg)
Our Service Provider Focus
16
Support customers in achieving and sustaining
favorable financial statement audits• Audit strategies, accounting principles, and internal
control toolsets
• Effective business and system internal controls
Modernize processes and technologies that
achieve cost efficiencies • Integrated solutions
• Standard business processes and common
technology platforms
Continued productivity and customer service
improvements as a competitive shared service
provider• First class customer service
• Performance metrics and reporting
Continued focus on our people; provide the
foundations and tools needed to work and
collaborate effectively• Prioritization of technology skills
• Culture and environment of collaboration
![Page 17: Shared Services: The Federal Government and DoD Directionpdi2017.org/wp-content/uploads/2017/06/47-Miranda-Muchmore-Tin… · Current State of Federal Shared Services o Service Focus](https://reader034.vdocument.in/reader034/viewer/2022042406/5f2074afb140a761e15abfee/html5/thumbnails/17.jpg)
Q & A
17