Auditor-general Grant Hehir has decided not to look into Centrelink's debt recovery efforts, as requested by shadow minister Linda Burney. He'll wait
Government agencies around Australia are standing up to support the campaign to end violence against women today for White Ribbon Day.
ALL THINGS P: The federal government wants to know which open data would be most useful to business, researc
We recently moved our readers to a new system. You may need to reset your password here to login.
Not a member ? Join here for free.
Forgot your password?
Home Features ACT shared services: from service provider to business partner
Text size :
DEPARTMENTSACT Directorate of Commerce and Works, ACT Shared Services Centre
TAGS Directorate of Commerce and Works, Jill Divorty, outsourcing, Shared services
The basics alone weren’t going to cut it at the ACT’s shared services centre. Directorate mandarins said they needed a business partner, not just a service provider, offering ideas and support their future strategic plans — not struggling to catch up with current ones.
You can’t stay still in shared services, says Jill Divorty, head of the ACT government’s eight-year-old shared services centre. Divorty says her organisation had always been in a constant state of change and was undergoing a revolutionary shift from service provider to business partner.
“You can never get comfortable in a shared services centre, and that’s because change is normal and there is no steady state at all in shared services,” she told the seminar, hosted by the Institute for Public Administration Australia’s ACT Branch.
While the ACT’s shared services centre had been “fairly successful” over the years and customer satisfaction was “adequate” at almost 80% on average across different business areas, Divorty said that was not good enough.
Receive unlimited access, get all the latest public sector news and features, plus The Juice, our daily news update sent direct to your inbox.
The Mandarin is where Australia's public sector leaders discuss their work and the issues faced within modern bureaucracy. Join today to discover the latest in public administration thinking and news from our dedicated reporters, current and former agency heads and senior executives.
Stephen Easton is a journalist at The Mandarin based in Canberra. He's previously reported for Canberra CityNews and worked on industry titles for The Intermedia Group.
Read Related Content