Shared Services at Norfolk Educational Services Stuart Mullineux SITS 30th April 2014

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

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

Establishing the Shared Service Company

TEN  GROUPLIMITED  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  CEOHEADS  OF  INSTITUTIONS

LOCAL  BOARDS

Heads  of  institutionson  Senior  Leadership  Team

 TEN  COMMERCIAL  SERVICES

 

FAKENHAM  ACADEMY  

 

ATTLEBOROUGH  ACADEMY  

 

WAYLAND  JUNIOR  ACADEMY  

 

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

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

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

Performance improvements •  Use service level

performance data to improve customer service ethos of staff

•  Direct areas for; –  Restructure, –  Resource allocation –  Process continuous

improvements

Results so far •  Educational advantages

–  Student journey •  Payroll savings

–  First year £287k (reducing duplication)

•  Procurement savings –  First year £175k

(collaboration & leverage) •  Service improvements

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

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