Resource Summary
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