Shared service implementation – CorpTech
CorpTech was established in 2003 under the Shared Service Initiative to provide specialist information and communication technology (ICT) support for corporate services across the Queensland Government.
Hosted by Treasury until 30 June 2008, CorpTech had the leading role in standardising and optimising systems solutions and infrastructure to contribute to the aim of the Shared Service Initiative, which is to provide high quality and cost-effective corporate services across the Government.
The Shared Service Initiative is a whole-of-Government approach to corporate service delivery. The vision is partnering in corporate services to support and connect Government. Shared services are underpinned by standardising business processes, consolidating technology and pooling resources and expertise.
Under the shared service model, Government agencies joined together to share corporate services and resources through shared service providers (SSPs). The SSPs service their existing customer agencies through operating level agreements (OLAs).
In 2007–08, Queensland Treasury led the refinement of the whole-of-Government model for shared service delivery, and provided policy and program management for the Shared Service Initiative.
From 21 September 2007, the Shared Service Agency (SSA) was transferred from Queensland Treasury to the Department of Public Works through a machinery-of-Government change. For more information on SSA refer to the Department of Public Works’ Annual Report.
SSPs for Queensland Health (Queensland Health Shared Service Partner), the Department of Education, Training and the Arts (Corporate and Professional Services and the Corporate Administration Agency), Parliamentary Service continue to operate under their existing hosts.
Our clients
CorpTech provides services to a range of clients, including shared service providers (the Shared Service Agency, Corporate and Professional Services, and the Queensland Health Shared Service Partner), and some Queensland Government agencies with entity-specific needs. Services include providing specialist information and ICT support for a host of Queensland Government corporate services.
CorpTech provided these services with expenditure of $91.7 million and using the resources of approximately 400 full-time equivalent staff.
Structure
- Under Treasurer, Gerard Bradley
- Deputy Under Treasurer, David Ford
- Executive Director, Barbara Perrott
- Deputy Executive Director, Service Management, Philip Hood
- Program Director, Strategic Program Office, John Beeston
- Program Director, Business Performance Group, Jan Dalton
- Program Director, Program Delivery Directorate, Terry Burns
- Program Director, Solution Design Authority, David Ekert
- Director, Internal Audit Office, Nick Kasatchenko
- Deputy Executive Director, Service Management, Philip Hood
- Executive Director, Barbara Perrott
- Deputy Under Treasurer, David Ford
Key issues facing the output
- Implementing strategies to ensure existing systems continue while the new finance and human resource business solutions are implemented in Queensland Government agencies.
- Attracting and retaining resources for the timely development and delivery of whole-of-Government ICT solutions, while continuing to support existing corporate service applications. This will enable CorpTech to deliver on its mission and provide benefits to Queensland Government agencies through more efficient and consistent systems solution delivery.
- Ensuring workforce skills support the new finance and human resource business solutions will enable CorpTech to deliver improved service to Queensland Government agencies.
- Refining the business solution model, policies, governance and funding approach to support the ongoing implementation of the new human resource and finance business solutions. This will result in cost savings, and more efficient and consistent services for public sector employees.
Vision
Smart solutions for corporate services.
Mission
Delivering smart solutions through partnership with clients to jointly realise the benefits of the Shared Service Initiative.
Output performance highlights
| Measure | Target | Actual |
|---|---|---|
| Quantity | ||
| Dollar shared service provider operating surplus/(deficit) | .. | $1.213M |
| Percentage labour costs as percentage of total expenses | 23% | 26%1 |
| Quality | ||
| Number of full-time equivalents in shared service providers | 493 | 4002 |
| Percentage of OLAs signed | 100% | 66%3 |
| Customer Satisfaction Index | ≥60 | ..4 |
| Client Satisfaction Index | ≥50 | ..4 |
Variances
1. The percentage of labour costs has increased as the planned spend on supplies and services, including contractors, has reduced as a result of the appointment of a prime contractor to the Business Solutions Program.
2. FTE numbers in CorpTech are less than expected due to the appointment of a prime contractor for the Business Solutions Program and changes resulting from internal restructuring in progress.
3. Two of the six Operating Level Agreements (OLAs) with client agencies and shared service providers for the provision of system support and infrastructure have not been formally finalised due to ongoing refinements to documentation. This has not impacted service provision.
4. The client and customer survey was deferred on a whole of initiative level for 2007–08. Customers and clients will be surveyed in future using a revised survey tool or another feedback mechanism.
Our business priorities
Business priority
Provide ICT support for existing corporate service applications to meet the needs of shared service providers and agencies.
- Improving systems to better meet clients’ needs
By maintaining and enhancing existing corporate services, CorpTech is able to meet its clients’ immediate needs until the new systems are implemented across Government agencies and shared service providers.
In 2007–08, we upgraded the existing Aurion human resource solutions for several Government agencies to improve payroll capabilities. We also carried out human resource systems changes to ensure legislative compliance.
Also during the year, we consolidated all Shared Service Agency (SSA) personnel onto a single, combined SAP finance and human resource solution.
This common approach allows for the delivery of high quality and cost-effective corporate services through leveraging economies of scale and skill for both CorpTech and the SSA.
In 2008–09, we will further improve the delivery of services to our clients by using an industry-standard information technology methodology to enhance processes and tools, and to establish a service catalogue. These initiatives will ensure we better meet our clients’ needs.
We will also continue to support agencies and shared service providers during and after the rollout of new business solutions, supported by effective client relationship management strategies.
- Service Level Agreements clarify client expectations
To ensure our services continue to meet clients’ needs, we regularly review our Service Level Agreements.
In the year ahead, we will enhance the Service Level Agreement framework to ensure we deliver an agreed set of services according to our clients’ business requirements. Enhanced performance reporting will enable our clients to provide more effective feedback and ensure CorpTech maintains optimum levels of service.
Business priority
Develop, integrate and provide whole-of-Government ICT business solutions to meet client needs and Shared Service Initiative objectives.
- Business solutions benefit Government agencies
In 2007–08, we implemented a number of whole-of-Government solutions in Government agencies and shared service providers, while continuing to develop systems to better meet clients’ needs.
We appointed experienced contractor IBM to help rollout standard finance and human resource business solutions to clients, and drew on IBM’s experience to enhance existing systems and processes.
We also deployed the new finance solution in the Queensland Police Service, Department of Education, Training and the Arts, Environmental Protection Agency, and Department of Tourism, Fair Trading and Wine Industry Development resulting in cost savings for the 10 agencies that use the standardised finance system.
We implemented the Queensland Government’s new recruitment solution to support the Smart jobs and careers website. This solution will streamline Government recruitment by simplifying the work involved in advertising vacant positions and processing applications. It will also deliver benefits to Queenslanders applying for Government jobs.
In the year ahead, we will continue to rollout new business solutions, including the implementation of the interim human resource solution for Queensland Health. This interim solution will meet Queensland Health’s immediate needs for a robust system with improved payroll and rostering functionalities.
- Effective service delivery planning
When developing and implementing whole-of-Government service solutions, effective planning remains at the core of our focus. In 2008–09, we will finalise business solution rollout planning, including establishing project scopes, budgets, timelines and responsibility to ensure agencies’ needs are met during the implementation of business solutions. We will also finalise the design of the whole-of-Government finance and human resource business solutions to deliver service and cost efficiencies for Government agencies and service providers.
Business priority
Implement organisational improvements to streamline ICT services and support to clients.
- Operational changes improve client outcomes
In 2007–08, we made a number of operational changes to enhance our ability to service our clients and meet their needs.
We consolidated all client contact points into a single service desk telephone number and email address, while also delivering a self-service password reset tool to clients. These improvements will facilitate high-quality customer service by enabling clients to change their own passwords, and providing a single point of access to systems support and user security.
We also aligned our organisational design and capability with the business solution implementation model to further improve next year’s rollout of business solutions across Government and shared service providers.
In addition, we worked collaboratively with the Shared Service Agency to commence a new engagement model for the benefit of their clients.
In 2008–09, we will further refine our program approach and operational structure to best meet solution implementation and support commitments. This will enable our clients to focus on their core business.
In the year ahead, we will also finalise the implementation of an Internal Control Framework to enhance our risk and compliance management capabilities, particularly in managing functional, technical and contractual changes related to the design of the human resource and finance solutions.
In 2008–09, we will implement a range of internal strategic human resource initiatives to ensure our staff can meet current and emerging business priorities for the benefit of our clients.
New solution keeps job search on track
Queensland Treasury Marketing and Communication Officer Natalie Gates uses the Smart Jobs and Careers website to research development opportunities.
The application process for Government jobs became a lot ‘smarter’ this year with the new recruitment solution behind the Smart Jobs and Careers website.
There are generally more than 1,000 Queensland Government jobs advertised on the site at any one time in Queensland, throughout Australia and even overseas.
Implemented by CorpTech, the new functionality offers a range of services to jobseekers inside and outside the public sector, including applicants being able to apply for jobs online.
Prospective applicants can register with the new account service to specify the types of jobs they’re after, and then receive job alert emails as soon as jobs are advertised.
The searchable jobs board has daily listings, and as an applicant you can apply online, check your application history and update your contact details.
The new system went live in Government agencies in July 2007, and is also available to the general public. During 2007–08 approximately 238,900 online applications were submitted through the new system, which supports 85 Queensland Government organisations.
Visit Smart Jobs now at www.jobs.qld.gov.au. Government employees can access Smart Jobs via Govnet.
Last reviewed 5 November 2008
Other languages