Success Factors for Implementing Shared Services in Government

This report presents key success factors that can be employed by government in implementing shared services. Research participants were individuals currently or previously involved in shared service implementation. The authors found five key success factors, 1) Strong project management skills, 2) Senior-level support, 3) Effective communication, 4) Strong change management, and 5) A phased approach to implementation.

Available online (pdf): http://www.businessofgovernment.org/sites/default/files/Yeaton_fall08.pdf

Burns, T. J., & Yeaton, K. G. (2008). Success Factors for Implementing Shared Services in Government. Washington, DC: IBM Center for the Business of Government.

It is included in the CJS Resource Library under the categories listed below. Select a link to find other resources in that category.

  • Change Management: The report discusses key factors in successfully implementing a shared service approach, including phased implementation.
  • Research and Evaluation: The report presents research finding regarding shared services. It used key participant interviews.

 
This resource is also linked to the Roadmap. Select a link below to read more about each area.

  • Context and History / Phase Two: The article presents key success factors that can be employed by government in implementing shared services.
  • Governance / Phase Two: The article presents key success factors that can be employed by government in implementing shared services.
  • Legal Issues/ Phase Two: The article presents key success factors that can be employed by government in implementing shared services.
  • Logistical Issues / Phase Two: The article’s authors found five key success factors, 1) Strong project management skills, 2) Senior-level support, 3) Effective communication, 4) Strong change management, and 5) A phased approach to implementation.
  • Communications / Phase Two: The article discusses key factors in successfully implementing a shared service approach, including phased implementation.
  • Change Management / Phase Two: The article discusses key factors in successfully implementing a shared service approach, including phased implementation.
  • Implementation and Management / Phase Three: The article discusses key factors in successfully implementing a shared service approach, including phased implementation.
  • Communications and Change Management / Phase Three: The article discusses key factors in successfully implementing a shared service approach, including phased implementation.