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Register by March 27, 2009 and
                         proudly presents

                                                                                                      SAVE up to $2,396
                 2ND ANNUAL

SHARED SERVICES                                                                                                              FOR

 PUBLIC SECTOR                                                                                                          TM

THE

May 11-13, 2009 • Washington, D.C. • Georgetown University Hotel and Conference Center

  New Administration Focus                                                                             Get the inside story from
                                                                                                       these public sector
  1      Increase the efficiency of Government through better use of technology
         and stronger management that demands accountability
                                                                                                       visionaries:
  2      Create sound budget practices and reduce wasteful spending by
         committing to greater fiscal transparency                                                         Administrative Resource
                                                                                                       •

                                                                                                           Center, Bureau of the Public
  3      Discover the immense transformative power of technology and innovation
                                                                                                           Debt, Department of Treasury
  4      Achieve unprecedented openness with free sharing of best practices
                                                                                                           Enterprise Services Center,
                                                                                                       •

                                                                                                           Department of Transportation
  Realize the potential in Shared Services for your                                                        Gauteng Shared Service
                                                                                                       •

                                                                                                           Centre, South Africa
  organization and learn how to:
                                                                                                           Hanover County, VA
                                                                                                       •
        Drive highly efficient systems and processes by streamlining back and front-office
   •
        functions                                                                                          NASA Shared Services Center
                                                                                                       •
        Ensure successful and sustainable shared services projects by creating a flexible
   •
                                                                                                           National Business Center, U.S.
        governance model that promotes transparency and accountability                                 •

                                                                                                           Department of the Interior
        Increase service delivery for less with a fiscally responsible strategic plan of action
   •

        Reduce complex organizational structures through advanced human capital
   •                                                                                                       Office of the Chief
                                                                                                       •
        intelligence                                                                                       Information Officer, National
        Maintain high performance levels by integrating key metrics, dashboards and KPIs
   •
                                                                                                           Weather Service
        into the operational framework
                                                                                                           Program Support Center, U.S.
                                                                                                       •

                                                                                                           Department of Health &
                                                                                                           Human Services
                   NEW in 2009 – Shared Services
                                                                                                           U.S. Army Military District of
                   Public Sector Benchmarking Forum                                                    •

                                                                                                           Washington, U.S. Department
       Open to Conference Attendee and Non-Attendee Public Sector Shared Services Professionals!           of Defense
       Inaugural Meeting: Join us on May 12th at the Georgetown University Hotel and
                                                                                                           U.S. Department of Housing
                                                                                                       •
       Conference Center to meet group members and start your networking immediately! Please
                                                                                                           and Urban Development
       see page 4 for more details.

                                                                                                           U.S. Department of State
                                                                                                       •

Sponsors:
                                                                                                           U.S. Office of Personnel
                                                                                                       •

                                                                                                           Management
                                                                                                           U.S. Postal Service
                                                                                                       •




REGISTER ONLINE AT www.iqpc.com/us/sspublicsector OR CALL US AT 1-800-882-8684
2ND ANNUAL

      SHARED SERVICES                                                                                      Who Will Attend
                                                                                                    FOR
                                                                                                           Assistant Secretaries, Deputy Assistant Secretaries,



       PUBLIC SECTOR
                                                                                                           Deputy Directors, Office Directors and Managers in:
                                                                                               TM

       THE                                                                                                     Shared Services
                                                                                                           •



                                                                                                               Administrative Services
                                                                                                           •



                                                                                                               Business/ Process Improvement
                                                                                                           •



                                                                                                               Business/Technology Integration
                                                                                                           •



                                                                                                               Call Center
                                                                                                           •


         Dear Public Sector Leader,                                                                            CFO/Finance & Accounting
                                                                                                           •



                                                                                                               CIO/IT/IT Shared Services
                                                                                                           •
         What’s changed in Shared Services
                                               for the Public Sector? Though servi
                                                                                    ce deliverability
         has always been one of your top                                                                       HR Chiefs/HR Shared Services
                                                                                                           •
                                            priorities, it is more important now
                                                                                  than ever before!
         Current economic and political cond
                                                itions demand that Government find                             Logistics/Materials Management/Procurement
                                                                                                           •
                                                                                       innovative
         ways to deliver more services with
                                              significantly less resources. One of
                                                                                   the best ways to
         do this is to adopt a Shared Services                                                                 Modernization/Transformation
                                                                                                           •
                                                 framework that addresses transpare
                                                                                     ncy, openness
         and efficiency across service functions
                                                   such as HR, Finance, IT and Procurem                        Operations
                                                                                                           •
                                                                                         ent.
         Shared Services implementations arou                                                                  Policy and Standard Analyst
                                                                                                           •
                                                 nd the world demonstrate the poss
                                                                                     ibilities that can
         be achieved for the public sector.
                                             The 2nd Annual Shared Services for                                Service Centers/Delivery/Integration/Management
                                                                                                           •
                                                                                  the Public Sector
        Summit is this year’s premier forum
                                               to learn from your Shared Services
                                                                                  peers. Whether
        you’re new to Shared Services or                                                                       Strategic Planning
                                                                                                           •
                                            a more experienced practitioner, the
                                                                                 2nd Annual
        Shared Services for the Public Secto
                                              r Summit is an opportunity to hear                               Supply Chain
                                                                                                           •
                                                                                  how current
        projects are being managed and how
                                                 common challenges are being over
                                                                                    come in these
        changing times. Take advantage
                                           of this invaluable learning and netw
                                                                                orking experience
        and walk away with specific tools
                                            from each and every session that
                                                                              can help you and
                                                                                                           About the Venue
       your Shared Services project stand
                                             a better chance of achieving success!
       I look forward to meeting you in Was
                                                hington, D.C.!                                                                   Georgetown University Hotel
                                                                                                                                 and Conference Center
                                                                                                                                 3800 Reservoir Rd. NW
                                                                                                                                 Washington, D.C. 20057
                                                                                       ng
                                                              P . Maximize your learni
                                                               .S                                                                Reservations: 1 (888) 651-1921
                                                              experience by attending
      Christopher Boucher                                                            p
                                                              our interactive worksho                      The Georgetown University Hotel & Conference
      Program Director, Shared Services
                                                                                      d
                                                              series! Se e page 3 an                       Center offers a unique experience nestled among
      Shared Services & Outsourcing
                                     Network                                                               the buildings of the Georgetown University campus.
                                                              register today!                              Located in the center of campus, it is around the
                                                                                                           corner from the bustling streets of shopping and
                                                                                                           restaurants in the heart of Georgetown. The well-
                                                                                                           known Washington D.C. attractions, museums and
                                                                                                           monuments are a short taxi or metro ride away.

    About the Organizers
                             The Shared Services & Outsourcing Network (SSON) was established in the
                                                                                                           Sponsorship and Exhibition
                             late nineties to serve the changing needs of shared services practitioners.
                             SSON has the leading edge in international shared services expertise. Our
                                                                                                           Opportunities
                             research staff works from our international offices located in the U.S.,
    U.K., Singapore, Australia and Dubai to research current trends and developments in shared
                                                                                                           Sponsorships and exhibits are excellent
    services. We bring this information to our members via the SSON website; our monthly
                                                                                                           opportunities for your company to showcase its
    publication; Shared Services News; regular e-news; organized site visits; benchmarking roundtables;
                                                                                                           products and services to high-level, targeted
    conferences and training courses. Website: www.ssonetwork.com
                                                                                                           decision-makers attending the 2nd Annual Shared
    E-mail: info@ssonetwork.com Phone: +44 (0)20 7368 9300
                                                                                                           Services for the Public Sector Summit. SSON helps
                                                                                                           companies like yours achieve important sales,
    CPE CREDITS                                                                                            marketing and branding objectives by setting aside
                                                                                                           a limited number of event sponsorships and exhibit
                 Penton Learning Systems d.b.a International Quality and Productivity Center is
                                                                                                           spaces – all of which are custom-tailored to assist
                 registered with the National Association of State Boards of Accountancy (NASBA),
                                                                                                           your organization in creating a platform to
                 as a sponsor of continuing professional education on the National Registry of CPE
                                                                                                           maximize its exposure at the event.
                 Sponsors. State boards of accountancy have final authority on the acceptance of
                 individual courses for CPE credit. Complaints regarding registered sponsors may be
                                                                                                           For more information on sponsoring or exhibiting at
                 addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Suite
                                                                                                           Shared Services for the Public Sector, please contact
                 700, Nashville, TN 37219-2417. Website: www.nasba.org
                                                                                                           Mario Matulich at 1-800-882-8684 or at
This program stands as BASIC as there are no prerequisites or advanced preparation requirements to
                                                                                                           sponsorship@iqpc.com
attend our conferences. “Group Live” delivery method.




       REGISTER ONLINE AT www.iqpc.com/us/sspublicsector OR CALL US AT 1-800-882-8684
2
PRE-CONFERENCE WORKSHOPS                                                                                                 Monday, May 11, 2009


 A     8:00 – 11:00          7:30 Registration for Workshop A
       Developing a Shared Services Business Case for the Public Sector Incorporating Sustainability
       as a Featured Service
 Shared services often start as an opportunity to cut costs and consolidate             How to define sustainability elements and delivery strategies
                                                                                    •

 staffing levels. Reducing costs and eliminating redundancy will always                 How to design a portfolio of services, creating and maintaining buy-in
                                                                                    •

 remain a key objective; however, when you are designing your shared                    and develop a continuous improvement process
 services framework, you can build a structure that will allow for significant
                                                                                    How you will benefit:
 growth in scope and scale and incorporate progressive areas of service such
                                                                                      Gain exposure to lessons learned from various public sector
                                                                                    •
 as sustainability. This workshop will focus on building a business case that
                                                                                      implementations
 will gain buy-in by demonstrating how shared services will add value,              • Create a fiscally responsible operating model that is set-up for growth
 reduce cost and focus on the growing importance of sustainability.                 • Achieve short and long-term cost savings

 What you will learn:
                                                                                       Steve Bucalo, Partner, ScottMadden
 • How to create a business case to support successful implementation of

   shared services and complement departmental goals and directives



 B     11:15 – 2:15          11:00 Registration for Workshop B            Lunch will be served.
                                                                                                                                     FREE Software Tool
       Best Practices in Public Sector Metrics & Process Improvement
 A strong shared services program requires continuous performance                       How to improve the overall functionality of operations by linking
                                                                                    •

 measurement as well as cost and service analysis. In improving overall                 measurement systems, cost drivers, process improvement and
 service delivery by increasing value and lowering costs, it is essential to            SLAs/chargebacks
 understand exactly what to improve and which metrics are relevant to
                                                                                    How you will benefit:
 your customer and business units.
                                                                                      Receive a free, fully-functional software package to help analyze your
                                                                                    •

 What you will learn:                                                                 specific processes and products and develop effective measures, plus
 • How to lay the framework for successful implementations with                       processes and lessons learned that can be implemented immediately
   processes and lessons built around proven metrics                                • Generate significant results with techniques and templates designed for

 • How to take advantage of the basic tools in performance management,                quick returns
   including utilizing scorecards and activity analysis for a top-                  • Achieve sustainable, self-supporting systems with continuous

   down/bottom-up approach                                                            improvement dashboards
                                                                                       Andrew Muras, Sr. Manager, BAE Systems Quality & Management
                                                                                       Services



 C     2:30 – 5:30           2:15 Registration for Workshop C
       Shared Services Public Sector Benchmarks and Best Practices
 The purpose of benchmarking and performance measurement is to                          Latest trends in shared services within the public sector; and,
                                                                                    •

 provide a means to promote and track higher performance. At the same                   Opportunities to apply best practice examples and lessons learned to
                                                                                    •

 time, the best intended benchmarking efforts can easily get bogged                     improved your current shared services environment.
 down and end up wasting valuable time and budget – limited resources
                                                                                    How you will benefit:
 that could be better utilized in making performance improvements. This
                                                                                      Take away actionable examples and strategies that you can utilize now
                                                                                    •
 workshop will assist participants in measuring what matters, utilizing
                                                                                      to improve your shared services operation;
 benchmark information effectively, and translating performance                     • Learn how to focus your benchmarking efforts while clearly
 information to truly optimize shared services.
                                                                                      demonstrating and communicating performance; and,
 What you will learn:                                                                  Identify solutions, ideas and concepts that can assist with your
                                                                                    •

 • Methods to assess your current benchmarks and performance                          toughest shared services challenges.
   measures, ways to improve these efforts and focus your resources;
                                                                                       Glenn Davidson, Managing Director, Public Sector Advisory,
 • Techniques to integrate benchmarking and performance management

                                                                                       Americas, EquaTerra
   into your shared services environment;
 • Strategies to measures what matters and optimize your approach to

   measuring performance;



D      5:45 – 8:45           5:30 Registration for Workshop D             Dinner will be served
       The Customer-Driven Shared Services Model
The most successful shared services providers are intrinsically aligned to          In this session, you will be exposed to tools to:
their customers – as are the most cost effective and efficient. Customer             Determine how to provide services that your customers demand
                                                                                   •

focus is not just customer satisfaction surveys or SLAs – it is a holistic         • Select the fee-for-service model that is right for your organization

approach to understanding customer needs and providing services that               • Manage ongoing customer relationships

achieve those needs, creating a financial model driven by demand, and              • Measure and monitor customer satisfaction

managing and monitoring relationships to evolve with your customers.
                                                                                   Booz Allen Hamilton




Sponsors:                                                                                                                                                        3
MAIN CONFERENCE DAY ONE                                                                                         Tuesday, May 12, 2009


            Registration & Coffee                                                           Securing Support for Shared Services through
    7:30                                                                          11:15
                                                                                            Strategic Human Capital Management
            Chairperson’s Welcome and Opening Remarks
    8:00                                                                                    One of the most significant challenges for any champion of
                                                                                            shared services is overcoming the natural resistance to change
            Opening Keynote: The Evolution of Shared
    8:15                                                                                    by your workforce. Even without limited resources, shared
            Services in Tough Economic Times and                                            services are only as good as the collective support of its staff.
            Alignment with the Objectives of the New                                        Transforming Government into a culture of change is the first
            Administration                                                                  step to getting a successful project off of its feet. In this
            Under the new administration, shared services will lead                         session, you will learn how to:
            government agencies in ways to increase the efficiency and                      • Garner top-down and bottom-up support by involving staff in

            effectiveness of service delivery, transparency and                               the evaluation and analyses of internal processes
            accountability. Pushing these efforts forward in a challenging                  • Drive change by clearly defining roles and advocating

            economy will require you to understand:                                           individual ownership over the various aspects of the project
            • How the new administration’s agenda will influence the                        • Ensure greater support and success with thorough cross-

              application of shared services                                                  functional preparation of the workforce
            • How to improve operations at a lower cost
                                                                                            Keith Nelson, Former Assistant Secretary of,
            • How to sell your value-added solution successfully and
                                                                                            Administration and Chief Human Capital Officer, U.S.
              expand your portfolio of services                                             Department of Housing and Urban Development
            Sam Poston, SVP, ScottMadden
                                                                                            2009 SHARED SERVICES PUBLIC SECTOR
                                                                                  12:00
            Dave Mader, VP, Booz Allen Hamilton
                                                                                            BENCHMARKING FORUM: Inaugural Meeting
                                                                                            – Lunch will be served.
            Interactive Panel:
    9:00                                    Extended Q & A                                  The 1st Shared Services Public Sector Benchmarking Forum is
            Facilitating Change by
                                                                                            set up to provide a dedicated network of Public Sector Shared
            Establishing an Effective Roadmap for Future
                                                                                            Services professionals an opportunity to benchmark their
            Shared Services Projects
                                                                                            operations on an ongoing basis and to discuss common
            Now that we have a better idea of where we are headed in
                                                                                            challenges and best practices. Some of the issues to be
            shared services, the more important challenge still remains: how
                                                                                            discussed will include cross-functional migration, continuous
            do we get there? Establishing a proper roadmap (which
                                                                                            improvement strategy, talent management, process
            includes building a business case and governance model) is an
                                                                                            reengineering and emerging technologies – with the collective
            essential obstacle in synergizing the human component of the
                                                                                            goal of achieving more open, efficient and fiscally responsible
            change management process with the necessary people and
                                                                                            government services. In summary, the 2009 Public Sector
            processes used to facilitate that change. In this interactive panel
                                                                                            Shared Services Benchmarking Forum’s main objectives are:
            session, you will learn from a cross-array of public sector                     • Sharing knowledge and experiences across departmental lines
            visionaries, including high-level decision makers and their shared              • Maximizing synergies generated from the combined interests
            service provider partners working in a variety of functions.
                                                                                              of the group and the agencies they represent
            Panel Leader:                                                                   • Discussing and debating on how to best optimize taxpayer

            Cindy Z. Springer, Executive Director of the                                      dollars to create a more sound government
            Administrative Resource Center, Bureau of the Public                            • Promoting the encouragement of multi-departmental

            Debt, U.S. Department of Treasury                                                 collaboration and cooperation
                                                                                            For those interested parties not attending the full
            Panelists:
                                                                                            conference, registration is required for the Benchmarking
            Gustavo Limon, CTO, Office of the Chief Information
                                                                                            Forum. See page 7 for details.
            Officer, National Weather Service
            Earl Pinto, Esq., Senior Advisor, Program Support Center,
            U.S. Department of Health and Human Services                                    Streamlining Complex Organizational Structures
                                                                                  1:30
                                                                                            and Delivering First Class Service through Highly
            Deborah Giannoni-Jackson, VP, Employee Resource
                                                                                            Systematized Change Management Procedures
            Management, U.S. Postal Service
                                                                                            Current pressures in the public sector have made the planning
            Bob Stevens, Director of Customer Service, Enterprise                           phases of shared services implementations more important than
            Services Center, Department of Transportation                                   ever before, including deciding which processes to outsource and
                                                                                            which to retain, just to name a few. Change management is still
            Morning Networking Break
    9:45                                                                                    one of the most difficult phases to execute, and in its own large-
                                                                                            scale effort, the USPS was able to achieve full integration of 3,800
            Utilizing Baseline and Broad-Based Surveys to
    10:30                                                                                   of its HR postal professionals, 200 processes and 70 disparate
            Ensure Sustainable, Low-Risk Implementations                                    systems into a single HR system capable of supporting a 700,000
            The success of shared services programs in the public sector                    employee organization. In this session, you will learn how to:
            hinges on the continuous assessment of customer satisfaction and                • Reduce costs and enhance customer service by moving work to
            responsiveness to customer needs. To meet these challenges,                       an employee and manager self-service environments
            NASA has incorporated a variety of different customer surveys into              • Integrate people component with processes and technology by
            its business planning cycle to measure customer satisfaction and                  staffing resources for knowledge transfer
            improve performance. In this session, you will learn how to:                    • Enhance shared service environment with selective outsourcing
            • Meet increasing service demands by establishing baseline and
                                                                                              practices
              benchmark ratings for customer satisfaction
                                                                                            Anthony J. Vegliante, Chief Human Resources Officer and
            • Address survey results and corrective actions by providing

                                                                                            EVP, United States Postal Service
              feedback to customer groups
            • Develop appropriate survey populations and avoid survey fatigue


                                                                                          Case Study          Interactive Session               Networking
            Richard Arbuthnot, Executive Director, NASA Shared
                                                                                                                                                Opportunity
            Services Center




    REGISTER ONLINE AT www.iqpc.com/us/sspublicsector OR CALL US AT 1-800-882-8684
4
Extreme Makeover: Public Sector Edition –                                       from getting the best of your shared services efforts by setting
 2:15
            Driving Organizational Change through                                           very stringent standards. In this session, you will learn how to:
            Strategic Maps, KPI Dashboards & The Balanced                                   • Ensure achievability and sustainability through a single

            Scorecard                                                                         performance and conformity standard
                                                                                            • Satisfy customer expectations by placing business process
            Just as any house requires constant maintenance and the
                                                                                              improvement initiatives at the core of internal strategy
            occasional renovation, so too does your shared services
                                                                                            • Attain consistent quality output (accuracy and timeliness) with
            organization. Continuous improvement relies on the same
                                                                                              customer surveys and monthly metrics
            level of upkeep as your home, and it is important that you are
            equipped with the proper tools to get the job done…and done                     Betsy Murphy, Managing Director, Oversight and
            right. From your strategy map (the blueprint) to your key                       Management Analysis, U.S. Department of State
            performance indicators and the Balanced Scorecard (the
            measurements), this session will teach you how to:                              Managing SSOs in Recessionary Times:
                                                                                 4:30
            • Drive initiatives, increase bandwidth and improve capacity to
                                                                                            Achieving Short-Term Gains with Effective
              change with a highly comprehensive and prescriptive strategy                  Strategic Models
              mapping approach                                                              The scaling back of resources throughout federal, state and
            • Design a successful SSO strategy using the Balanced
                                                                                            local governments has made sustaining shared services a
              Scorecard                                                                     monumental task. Because lower or constrained budgets may
            • Measure success of shared services strategy by utilizing KPI
                                                                                            yield cost efficiencies, they cannot be achieved without
              dashboards and other tools                                                    impacting desired service delivery standards. Leaders must find
                                                                                            ways to overcome this challenge with limited resources, but
            Paul S. Bartley, Director, Program Support Center, U.S.
                                                                                            also realize the potential for positioning their department for
            Department of Health and Human Services
                                                                                            greater success in the future. In this session, you will learn
            Afternoon Networking Break                                                      how to:
 3:00
                                                                                            • Attain long-term scalability by developing a business model

            Optimizing Performance Levels by Applying ISO                                     structured around short-term wins
 3:45
            Quality Management Standards in a Service                                       • Achieve sustainable, targeted service delivery standards by

            Environment                                                                       aligning service demands with budgeted resources
                                                                                            • Realize significant short-term cost savings by way of
            Long after consolidation efforts comes the long-term
                                                                                              capital/technology deferment, training reductions and vacant
            difficulties associated with ensuring that your sharing of
                                                                                              positions
            services continues to be delivered in the most effective and
            efficient manner. The most successful, self-sustaining shared                   Joe Casey, Deputy County Administrator, Hanover
            services centers in the public sector are those that have been                  County, VA
            certified by the International Organization for Standardization,
            the world’s largest developer and publisher of management                       Close of Conference Day One & Cocktail
                                                                                 5:15
            protocol. Adoption of and compliance with ISO mandates                          Reception
            discourages performance-related issues such as complacency




 MAIN CONFERENCE DAY TWO                                                                                       Wednesday, May 13, 2009

            Registration & Coffee                                                           country from a self-service to a centralized/consolidated model.
 7:30
                                                                                            This initiative has drawn the attention of Supreme Court Chief
            Chairperson’s Welcome and Opening Remarks                                       Justice John Roberts, whose annual report for 2008 predicted
 8:00
                                                                                            savings and cost avoidances totaling $55.4 million through
            Keynote: Bringing Government into the 21st                                      2012. This session will be structured as a panel discussion
 8:15
            Century: Leveraging Emerging Technologies to                                    featuring AOUSC and CGI personnel responsible for leading and
            Bolster New and Mature Shared Services                                          implementing the transformation in an interactive discussion
            Centers                                                                         about critical governance issues, including: (1) clearly
                                                                                            communicating a compelling value proposition and achieving
            Though there is still uncertainty as to the new administration’s
                                                                                            customer buy-in up front; (2) implementing SLAs for the first
            role with respect to shared services, one thing remains clear:
                                                                                            time in a challenging culture; and (3) re-considering business
            the President understands the immense transformative power
                                                                                            case assumptions about realizing savings versus re-investing to
            of technology and how it can improve the way Government
                                                                                            seize unforeseen emerging opportunities.
            operates. Though technology has always been an important
            enabler, shared services will require that it be embraced even                  CGI Federal
            more in order to drive the directives of the new administration
                                                                                            Visit the website for confirmed panelists
            forward. In this session, you will learn how to:
            • Increase bandwidth of leadership and workforce by

                                                                                            Morning Networking Break
                                                                                 9:45
              optimizing technological capabilities and offerings
            • Understand the transformative power of technology and how

                                                                                            Fostering High-Performance by Implementing
                                                                                 10:30
              it will impact your current and future projects
                                                                                            Business-Driven Talent Strategies and Workforce
            • Optimize shared services achievements across functions with

                                                                                            Development Programs
              best-in-class technology and an architecture that
                                                                                            Allocating your human capabilities across the various business
              complements the various silos of an organization
                                                                                            entities of the shared services center is an ongoing challenge.
            Doug Bourgeois, Director of the National Business
                                                                                            Acquiring talent from outside and ensuring that your
            Center, U.S. Department of the Interior
                                                                                            workforce is flexible to change, culturally and operationally, is
                                                                                            vital to the success of any implementation. Gauteng is a
            Interactive Panel:
 9:00                                                   Extended Q & A                      globally recognized center of excellence that has leveraged
            Getting It Right the First Time:
                                                                                            workforce development programs like their Employee Wellness
            Customer-Driven Governance
            The Administrative Office of the United States Courts is in the
                                                                                         Case Study          Interactive Session             Networking
            process of transforming its management model for a wide range
                                                                                                                                             Opportunity
            of administrative and IT services to 94 court locations across the



Sponsors:                                                                                                                                                       5
Programme and specific talent strategies to promote greater                 Achieving Operational Excellence in A SSO:
                                                                              3:00
            efficiency levels. In this session, you will learn how to:                  Lean Tools and Metrics for Success
            • Achieve economies of scale, standardization and consistency
                                                                                        In today's challenging economic climate, Operational Excellence
              of service with human capital business intelligence and an                remains a fundamental objective in achieving organizational
              Employee Wellness Programme                                               success in both the public and private sector. This excellence is
            • Increase engagement, productivity and performance through
                                                                                        achieved by finding and eliminating waste in business
              employee career-pathing                                                   processes. Tremendously effective in improving service and your
            • Promote efficiency by connecting the vision of the
                                                                                        bottom line, this effort also builds esprit and cooperation in the
              organization with the people that drive that vision                       workforce. Yet identifying what tools are most effective and
                                                                                        how to implement them in a sustainable manner is a
            Khulu Radebe, General Manager Human Resources
                                                                                        continuing struggle. Those responsible for implementation
            Services, Gauteng Shared Service Centre
                                                                                        often have limited resources or little expertise with business
                                                                                        process improvement, yet still have the requirement for success.
            Interactive Panel:
    11:15                                    Extended Q & A                             In this session, you will learn how to:
            How Shared Services Can Help
                                                                                        • Improve operations by identifying key metrics and lead process
            Agencies Meet the Operational Improvement
                                                                                          improvement efforts regardless of resources
            Initiatives of the New Administration
                                                                                        • Understand process waste and apply Lean concepts to identify
            The Obama administration’s focus on efficiency and
                                                                                          and eliminate it
            effectiveness throughout government – particularly illuminated
                                                                                        • Tie Implementation to your Strategic Plan
            by the creation of an Executive Level Chief Performance Officer
            – compounds the emphasis agencies will place on delivering                  F. Lee Campbell IV, Chief of Strategic Planning, U.S. Army
            services more cost effectively and to higher levels of customer             Military District of Washington
            satisfaction. Shared Services is one key vehicle for achieving
            this objective.                                                             Interactive Panel:
                                                                              3:45                                                          Quick Wins
                                                                                        30 Ideas in 40 Minutes:
            Booz Allen Hamilton
                                                                                        Promoting Highly Transparent, Efficient Shared
            Visit the website for confirmed panelists
                                                                                        Services Models to Drive Enhanced Performance
                                                                                        Levels and Long-Lasting Capabilities
            Networking Luncheon
    12:00
                                                                                        Experts will discuss the key takeaways from the conference
            Maximizing the Potential of Your Shared                                     and then provide insight on how to best integrate the various
    1:00
            Services Efforts by Achieving Cross-Functional,                             tools, methodologies and solutions learned to achieve “quick
            Intra-Agency Collaboration                                                  wins” for your SSO.
            Gaining the necessary support and facilitating successful                   Panel Leader:
            shared services transformations is an overwhelming task faced               Tim Vigotsky, Former Director of the National Business
            by all implementers. Optimizing those successes across                      Center and Founder of Vigotsky Associates
            functions and agency lines is a remarkable feat because it
                                                                                        Panelists:
            involves the successful change management associated with
                                                                                        Reginald M. Brown, Director of Modernization and
            the compromise of complex and varied interests and
                                                                                        Human Resources Line of Business, U.S. Office of
            structures. In this session, you will learn how to:
                                                                                        Personnel Management
            • Create, represent, distribute and enable adoption of insights

              and experiences unknown and unfamiliar to the workforce,                  Anthony J. Vegliante, Chief Human Resources Officer and
              particularly during times of change or disruption, with a                 EVP, United States Postal Service
              systematic 3 foci approach (technocentric, organizational and
                                                                                        Betsy Murphy, Managing Director, Oversight and
              ecological)
                                                                                        Management Analysis, U.S. Department of State
            • Solve intractable, cumbersome problems by increasing

              network connectivity, internally and externally                           Khulu Radebe, General Manager Human Resources
            • Facilitate and manage innovation and learning by leveraging
                                                                                        Services, Gauteng Shared Service Centre
              expertise across the organization
                                                                                        Richard Arbuthnot, Executive Director, NASA Shared
            Dr. Mark Olszyk, Deputy Chief of Staff, U.S. Department                     Services Center
            of Veterans Affairs
                                                                                        Doug Bourgeois, Director of the National Business
                                                                                        Center, U.S. Department of the Interior
            Using a Fee Structure to Create a Healthy
    1:45
            Internal Market Based on Greater Efficiency and                             Melissa Lytell, Director of HR Shared Services, U.S.
            Cost Transparency                                                           Department of State
            Justifying expenditure in an environment that has often
                                                                                        Chairperson’s Closing Remarks & End of
            specifically designed to save costs is a core requisite of a      4:30
                                                                                        Conference
            successful SS leaders. At the same time you also have to
            justify the charges that you will be making to the business
            units and all of your stakeholders. In this session, you will
            learn how to:
            • Maximize organizational streamlining with the financial

              alignment of procurement requirements to programmatic
              strategic goals
            • Optimize operational capabilities by creating a high-quality,

              transparent and customer-focused procurement operation
                                                                                     Case Study          Interactive Session              Networking
            • Ensure departmental top priorities are met by creating work

                                                                                                                                          Opportunity
              environments that allow the flexibility to move resources
            Cathy Read, Director of Acquisition Management, U.S.
            Department of State
            William Moser, Deputy Assistant Secretary for Logistics
            Management, U.S. Department of State

            Afternoon Networking Break
    2:30




    REGISTER ONLINE AT www.iqpc.com/us/sspublicsector OR CALL US AT 1-800-882-8684
6
ABOUT THE SPONSORS
                                       ScottMadden, Inc. is a leading management consulting firm specializing in shared services, outsourcing advisory services, and the
                                       energy industry. ScottMadden began to develop its shared services practice in 1994. Since that time, we have helped many clients
                                       with the design, implementation, and operation of shared services within their organizations. Our experience spans the spectrum
                                       of potential shared services functions, and we have deep functional expertise in HR, IT, supply chain, finance and accounting, and
                                       real estate and facilities. We have performed significant shared services work in a wide variety of industries, from entertainment to
                                       energy to high tech. Our approach to the creation of shared services is to help our clients build a quot;business within the business.quot;
                                       We believe that the shared services business should operate just like any other business within the corporation—with a business
                                       plan, a scorecard for performance, incentives for performance, and consequences for non-performance.
                                       Website: www.scottmadden.com

                                       Booz Allen Hamilton has been at the forefront of strategy and technology consulting for more than 90 years. Providing a broad
                                       range of services in strategy, operations, organization and change, shared services, information technology, systems engineering,
                                       and program management, Booz Allen is committed to delivering results that endure.
                                       Website: www.boozallen.com

                                       CGI has over 30 years of experience in the U.S. federal government market, we have helped more than 100 federal government
                                       agencies, boards, committees and commissions to improve program and back-office functions, allowing them to better fulfill their
                                       core missions. Our experience includes optimizing IT infrastructure through shared and managed services supporting more than 50
                                       federal agencies, modernizing financial management operations for federal agencies through our Momentum financial
                                       management and shared services solution, and enhancing citizen information via healthcare services websites. As a leading IT and
                                       managed services provider to the federal government, CGI has a solid track record of on-time, on-budget delivery and high-value
                                       repeat performance.
                                       Website: http://www.cgi.com/web/en/industries/governments/us_federal/shared_service_provider.htm



   MORE ABOUT THE SHARED SERVICES BENCHMARKING FORUM
   This is designed to enable networking for Public Sector Shared Services professionals, so you can benchmark your operations and discuss common
   challenges and best practices. Issues to be discussed include cross-functional migration, continuous improvement strategy, talent management, process
   reengineering and emerging technologies – with the collective goal of achieving more open, efficient and fiscally responsible government services. In
   summary, the 2009 Public Sector Shared Services Benchmarking Forum’s main objectives are:
   • Sharing knowledge and experiences across departmental lines

   • Maximizing synergies generated from the combined interests of the group and the agencies they represent

   • Discussing and debating on how to best optimize taxpayer dollars to create a more sound government

   • Promoting the encouragement of multi-departmental collaboration and cooperation



   *Public Sector Employees not attending the conference pay $99 to attend the Shared Services Benchmarking Forum. Registration is available at
   www.iqpc.com/us/sspublicsector. This is complimentary to conference attendees.




 REGISTRATION INFORMATION
 Government, Non-Profit & Public Sector Organizations                                         Please note that multiple discounts cannot be combined.
                                                                                              A $99 processing charge will be assessed to all registrations not accompanied by
                                 27-Feb-09          27-Mar-09            Standard
                                                                                              credit card payment at the time of registration.
                                                                           Price
                                                                                              MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC * CT residents or people
   Conference Only              (Save $100)         (Save $100)
                                                                                              employed in the state of CT must add 6% sales tax.
                                   $899                $899                $999
                                                                                              Team Discounts
   Workshops Only                $549 each           $549 each          $549 each
                                                                                              For information on team discounts, please contact IQPC Customer Service at 1-
   ALL ACCESS PRICING                                                                         800-882-8684. Only one discount may be applied per registrant.
   (includes conference,       (Save $1,696)      (Save $1,596)       (Save $1,496)
                                                                                              Special Discounts Available: A limited number of discounts are available for
   all workshops and              $1,499             $1,599              $1,699
                                                                                              the non-profit sector, government organizations and academia. For more
   benchmarking forum)                                                                        information, please contact customer service at 1-800-882-8684.
   Benchmarking Forum                                                       $99               Details for making payment via EFT or wire transfer: JPMorgan Chase
                                                                                              Penton Learning Systems LLC dba IQPC: 957-097239
 Vendor Pricing                                                                               ABA/Routing #: 021000021
                                                                                              Reference: Please include the name of the attendee(s) and the event number:
                                 27-Feb-09          27-Mar-09            Standard             10557.004
                                                                           Price
                                                                                              Payment Policy: Payment is due in full at the time of registration and includes
   Conference Only              (Save $800)         (Save $400)                               lunches, refreshment and detailed conference materials. Your registration will
                                   $1,999              $2,399             $2,799              not be confirmed until payment is received and may be subject to cancellation.
   Workshops Only                $549 each           $549 each          $549 each             For IQPC’s Cancellation, Postponement and Substitution Policy, please
                                                                                              visit www.iqpc.com/cancellation
   ALL ACCESS PRICING
   (includes conference,       (Save $2,396)      (Save $1,996)       (Save $1,596)           Special Dietary Needs: If you have a dietary restriction, please contact Customer
   all workshops and              $2,599             $2,999              $3,399               Service at 1-800-882-8684 to discuss your specific needs.
   benchmarking forum)
                                                                                              ©2009 IQPC. All Rights Reserved. The format, design, content and arrangement
   Benchmarking Forum                                                       $99               of this brochure constitute a trademark of IQPC. Unauthorized reproduction will
                                                                                              be actionable under the Lanham Act and common law principles.
  **If you would like to attend the benchmarking forum and you are not
  registered for the conference, this is an additional $99.

Sponsors:                                                                                                                                                                         7
International Quality & Productivity Center
                                                                               535 5th Avenue, 8th Floor
                    proudly presents
                                                                               New York, NY 10017
       2ND ANNUAL

SHARED SERVICES                                                        FOR

 PUBLIC SECTOR                                                    TM

THE

❑ Conference Only           ❑ Workshop(s) Only          ❑ ALL ACCESS PRICING

                                            ❑A    ❑B     ❑C ❑D
          Please Choose Your Workshops:

                  Your customer registration code is:




           When registering, please provide the code above.

Name__________________________________ Job Title ________________________
Organization____________________________________________________________
Approving Manager______________________________________________________
Address_______________________________________________________________
City__________________________________State______________Zip___________
Phone________________________________Fax_______________________________
                                                                                                5 EASY WAYS TO REGISTER:
E-mail__________________________________________________________________
❑ Please keep me informed via email about this and other related events.                            Web: www.iqpc.com/us/sspublicsector
                                                                                                1
❑ Check enclosed for $_________ (Payable to IQPC)                                               2   Call:   1-800-882-8684 or 1-646-378-6026
❑ Charge my __Amex __Visa __Mastercard __Diners Club
                                                                                                    Email: info@iqpc.com
                                                                                                3
Card #____________________________________Exp. Date___/___                                          Fax:    1-646-378-6025
                                                                                                4
Details for making payment via EFT or wire transfer can be found on                             5   Mail:   IQPC
preceding page.                                                                                             535 5th Avenue, 8th Floor
                                                                                                            New York, NY 10017
❑ I cannot attend, but please keep me informed of all future events.            10557.004/ST




                                                                                                    Register by March 27, 2009 and
                              proudly presents

                                                                                                            SAVE up to $2,396
                     2ND ANNUAL

   SHARED SERVICES                                                                                                                  FOR

    PUBLIC SECTOR                                                                                                             TM

    THE

   May 11-13, 2009 • Washington, D.C. • Georgetown University Hotel and Conference Center

       New Administration Focus
      1     Increase the efficiency of Government through better use of technology and stronger management that
            demands accountability
      2     Create sound budget practices and reduce wasteful spending by committing to greater fiscal
            transparency
      3     Discover the immense transformative power of technology and innovation
      4     Achieve unprecedented openness with free sharing of best practices

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Shared Services for the Public Sector

  • 1. Register by March 27, 2009 and proudly presents SAVE up to $2,396 2ND ANNUAL SHARED SERVICES FOR PUBLIC SECTOR TM THE May 11-13, 2009 • Washington, D.C. • Georgetown University Hotel and Conference Center New Administration Focus Get the inside story from these public sector 1 Increase the efficiency of Government through better use of technology and stronger management that demands accountability visionaries: 2 Create sound budget practices and reduce wasteful spending by committing to greater fiscal transparency Administrative Resource • Center, Bureau of the Public 3 Discover the immense transformative power of technology and innovation Debt, Department of Treasury 4 Achieve unprecedented openness with free sharing of best practices Enterprise Services Center, • Department of Transportation Realize the potential in Shared Services for your Gauteng Shared Service • Centre, South Africa organization and learn how to: Hanover County, VA • Drive highly efficient systems and processes by streamlining back and front-office • functions NASA Shared Services Center • Ensure successful and sustainable shared services projects by creating a flexible • National Business Center, U.S. governance model that promotes transparency and accountability • Department of the Interior Increase service delivery for less with a fiscally responsible strategic plan of action • Reduce complex organizational structures through advanced human capital • Office of the Chief • intelligence Information Officer, National Maintain high performance levels by integrating key metrics, dashboards and KPIs • Weather Service into the operational framework Program Support Center, U.S. • Department of Health & Human Services NEW in 2009 – Shared Services U.S. Army Military District of Public Sector Benchmarking Forum • Washington, U.S. Department Open to Conference Attendee and Non-Attendee Public Sector Shared Services Professionals! of Defense Inaugural Meeting: Join us on May 12th at the Georgetown University Hotel and U.S. Department of Housing • Conference Center to meet group members and start your networking immediately! Please and Urban Development see page 4 for more details. U.S. Department of State • Sponsors: U.S. Office of Personnel • Management U.S. Postal Service • REGISTER ONLINE AT www.iqpc.com/us/sspublicsector OR CALL US AT 1-800-882-8684
  • 2. 2ND ANNUAL SHARED SERVICES Who Will Attend FOR Assistant Secretaries, Deputy Assistant Secretaries, PUBLIC SECTOR Deputy Directors, Office Directors and Managers in: TM THE Shared Services • Administrative Services • Business/ Process Improvement • Business/Technology Integration • Call Center • Dear Public Sector Leader, CFO/Finance & Accounting • CIO/IT/IT Shared Services • What’s changed in Shared Services for the Public Sector? Though servi ce deliverability has always been one of your top HR Chiefs/HR Shared Services • priorities, it is more important now than ever before! Current economic and political cond itions demand that Government find Logistics/Materials Management/Procurement • innovative ways to deliver more services with significantly less resources. One of the best ways to do this is to adopt a Shared Services Modernization/Transformation • framework that addresses transpare ncy, openness and efficiency across service functions such as HR, Finance, IT and Procurem Operations • ent. Shared Services implementations arou Policy and Standard Analyst • nd the world demonstrate the poss ibilities that can be achieved for the public sector. The 2nd Annual Shared Services for Service Centers/Delivery/Integration/Management • the Public Sector Summit is this year’s premier forum to learn from your Shared Services peers. Whether you’re new to Shared Services or Strategic Planning • a more experienced practitioner, the 2nd Annual Shared Services for the Public Secto r Summit is an opportunity to hear Supply Chain • how current projects are being managed and how common challenges are being over come in these changing times. Take advantage of this invaluable learning and netw orking experience and walk away with specific tools from each and every session that can help you and About the Venue your Shared Services project stand a better chance of achieving success! I look forward to meeting you in Was hington, D.C.! Georgetown University Hotel and Conference Center 3800 Reservoir Rd. NW Washington, D.C. 20057 ng P . Maximize your learni .S Reservations: 1 (888) 651-1921 experience by attending Christopher Boucher p our interactive worksho The Georgetown University Hotel & Conference Program Director, Shared Services d series! Se e page 3 an Center offers a unique experience nestled among Shared Services & Outsourcing Network the buildings of the Georgetown University campus. register today! Located in the center of campus, it is around the corner from the bustling streets of shopping and restaurants in the heart of Georgetown. The well- known Washington D.C. attractions, museums and monuments are a short taxi or metro ride away. About the Organizers The Shared Services & Outsourcing Network (SSON) was established in the Sponsorship and Exhibition late nineties to serve the changing needs of shared services practitioners. SSON has the leading edge in international shared services expertise. Our Opportunities research staff works from our international offices located in the U.S., U.K., Singapore, Australia and Dubai to research current trends and developments in shared Sponsorships and exhibits are excellent services. We bring this information to our members via the SSON website; our monthly opportunities for your company to showcase its publication; Shared Services News; regular e-news; organized site visits; benchmarking roundtables; products and services to high-level, targeted conferences and training courses. Website: www.ssonetwork.com decision-makers attending the 2nd Annual Shared E-mail: info@ssonetwork.com Phone: +44 (0)20 7368 9300 Services for the Public Sector Summit. SSON helps companies like yours achieve important sales, CPE CREDITS marketing and branding objectives by setting aside a limited number of event sponsorships and exhibit Penton Learning Systems d.b.a International Quality and Productivity Center is spaces – all of which are custom-tailored to assist registered with the National Association of State Boards of Accountancy (NASBA), your organization in creating a platform to as a sponsor of continuing professional education on the National Registry of CPE maximize its exposure at the event. Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be For more information on sponsoring or exhibiting at addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Suite Shared Services for the Public Sector, please contact 700, Nashville, TN 37219-2417. Website: www.nasba.org Mario Matulich at 1-800-882-8684 or at This program stands as BASIC as there are no prerequisites or advanced preparation requirements to sponsorship@iqpc.com attend our conferences. “Group Live” delivery method. REGISTER ONLINE AT www.iqpc.com/us/sspublicsector OR CALL US AT 1-800-882-8684 2
  • 3. PRE-CONFERENCE WORKSHOPS Monday, May 11, 2009 A 8:00 – 11:00 7:30 Registration for Workshop A Developing a Shared Services Business Case for the Public Sector Incorporating Sustainability as a Featured Service Shared services often start as an opportunity to cut costs and consolidate How to define sustainability elements and delivery strategies • staffing levels. Reducing costs and eliminating redundancy will always How to design a portfolio of services, creating and maintaining buy-in • remain a key objective; however, when you are designing your shared and develop a continuous improvement process services framework, you can build a structure that will allow for significant How you will benefit: growth in scope and scale and incorporate progressive areas of service such Gain exposure to lessons learned from various public sector • as sustainability. This workshop will focus on building a business case that implementations will gain buy-in by demonstrating how shared services will add value, • Create a fiscally responsible operating model that is set-up for growth reduce cost and focus on the growing importance of sustainability. • Achieve short and long-term cost savings What you will learn: Steve Bucalo, Partner, ScottMadden • How to create a business case to support successful implementation of shared services and complement departmental goals and directives B 11:15 – 2:15 11:00 Registration for Workshop B Lunch will be served. FREE Software Tool Best Practices in Public Sector Metrics & Process Improvement A strong shared services program requires continuous performance How to improve the overall functionality of operations by linking • measurement as well as cost and service analysis. In improving overall measurement systems, cost drivers, process improvement and service delivery by increasing value and lowering costs, it is essential to SLAs/chargebacks understand exactly what to improve and which metrics are relevant to How you will benefit: your customer and business units. Receive a free, fully-functional software package to help analyze your • What you will learn: specific processes and products and develop effective measures, plus • How to lay the framework for successful implementations with processes and lessons learned that can be implemented immediately processes and lessons built around proven metrics • Generate significant results with techniques and templates designed for • How to take advantage of the basic tools in performance management, quick returns including utilizing scorecards and activity analysis for a top- • Achieve sustainable, self-supporting systems with continuous down/bottom-up approach improvement dashboards Andrew Muras, Sr. Manager, BAE Systems Quality & Management Services C 2:30 – 5:30 2:15 Registration for Workshop C Shared Services Public Sector Benchmarks and Best Practices The purpose of benchmarking and performance measurement is to Latest trends in shared services within the public sector; and, • provide a means to promote and track higher performance. At the same Opportunities to apply best practice examples and lessons learned to • time, the best intended benchmarking efforts can easily get bogged improved your current shared services environment. down and end up wasting valuable time and budget – limited resources How you will benefit: that could be better utilized in making performance improvements. This Take away actionable examples and strategies that you can utilize now • workshop will assist participants in measuring what matters, utilizing to improve your shared services operation; benchmark information effectively, and translating performance • Learn how to focus your benchmarking efforts while clearly information to truly optimize shared services. demonstrating and communicating performance; and, What you will learn: Identify solutions, ideas and concepts that can assist with your • • Methods to assess your current benchmarks and performance toughest shared services challenges. measures, ways to improve these efforts and focus your resources; Glenn Davidson, Managing Director, Public Sector Advisory, • Techniques to integrate benchmarking and performance management Americas, EquaTerra into your shared services environment; • Strategies to measures what matters and optimize your approach to measuring performance; D 5:45 – 8:45 5:30 Registration for Workshop D Dinner will be served The Customer-Driven Shared Services Model The most successful shared services providers are intrinsically aligned to In this session, you will be exposed to tools to: their customers – as are the most cost effective and efficient. Customer Determine how to provide services that your customers demand • focus is not just customer satisfaction surveys or SLAs – it is a holistic • Select the fee-for-service model that is right for your organization approach to understanding customer needs and providing services that • Manage ongoing customer relationships achieve those needs, creating a financial model driven by demand, and • Measure and monitor customer satisfaction managing and monitoring relationships to evolve with your customers. Booz Allen Hamilton Sponsors: 3
  • 4. MAIN CONFERENCE DAY ONE Tuesday, May 12, 2009 Registration & Coffee Securing Support for Shared Services through 7:30 11:15 Strategic Human Capital Management Chairperson’s Welcome and Opening Remarks 8:00 One of the most significant challenges for any champion of shared services is overcoming the natural resistance to change Opening Keynote: The Evolution of Shared 8:15 by your workforce. Even without limited resources, shared Services in Tough Economic Times and services are only as good as the collective support of its staff. Alignment with the Objectives of the New Transforming Government into a culture of change is the first Administration step to getting a successful project off of its feet. In this Under the new administration, shared services will lead session, you will learn how to: government agencies in ways to increase the efficiency and • Garner top-down and bottom-up support by involving staff in effectiveness of service delivery, transparency and the evaluation and analyses of internal processes accountability. Pushing these efforts forward in a challenging • Drive change by clearly defining roles and advocating economy will require you to understand: individual ownership over the various aspects of the project • How the new administration’s agenda will influence the • Ensure greater support and success with thorough cross- application of shared services functional preparation of the workforce • How to improve operations at a lower cost Keith Nelson, Former Assistant Secretary of, • How to sell your value-added solution successfully and Administration and Chief Human Capital Officer, U.S. expand your portfolio of services Department of Housing and Urban Development Sam Poston, SVP, ScottMadden 2009 SHARED SERVICES PUBLIC SECTOR 12:00 Dave Mader, VP, Booz Allen Hamilton BENCHMARKING FORUM: Inaugural Meeting – Lunch will be served. Interactive Panel: 9:00 Extended Q & A The 1st Shared Services Public Sector Benchmarking Forum is Facilitating Change by set up to provide a dedicated network of Public Sector Shared Establishing an Effective Roadmap for Future Services professionals an opportunity to benchmark their Shared Services Projects operations on an ongoing basis and to discuss common Now that we have a better idea of where we are headed in challenges and best practices. Some of the issues to be shared services, the more important challenge still remains: how discussed will include cross-functional migration, continuous do we get there? Establishing a proper roadmap (which improvement strategy, talent management, process includes building a business case and governance model) is an reengineering and emerging technologies – with the collective essential obstacle in synergizing the human component of the goal of achieving more open, efficient and fiscally responsible change management process with the necessary people and government services. In summary, the 2009 Public Sector processes used to facilitate that change. In this interactive panel Shared Services Benchmarking Forum’s main objectives are: session, you will learn from a cross-array of public sector • Sharing knowledge and experiences across departmental lines visionaries, including high-level decision makers and their shared • Maximizing synergies generated from the combined interests service provider partners working in a variety of functions. of the group and the agencies they represent Panel Leader: • Discussing and debating on how to best optimize taxpayer Cindy Z. Springer, Executive Director of the dollars to create a more sound government Administrative Resource Center, Bureau of the Public • Promoting the encouragement of multi-departmental Debt, U.S. Department of Treasury collaboration and cooperation For those interested parties not attending the full Panelists: conference, registration is required for the Benchmarking Gustavo Limon, CTO, Office of the Chief Information Forum. See page 7 for details. Officer, National Weather Service Earl Pinto, Esq., Senior Advisor, Program Support Center, U.S. Department of Health and Human Services Streamlining Complex Organizational Structures 1:30 and Delivering First Class Service through Highly Deborah Giannoni-Jackson, VP, Employee Resource Systematized Change Management Procedures Management, U.S. Postal Service Current pressures in the public sector have made the planning Bob Stevens, Director of Customer Service, Enterprise phases of shared services implementations more important than Services Center, Department of Transportation ever before, including deciding which processes to outsource and which to retain, just to name a few. Change management is still Morning Networking Break 9:45 one of the most difficult phases to execute, and in its own large- scale effort, the USPS was able to achieve full integration of 3,800 Utilizing Baseline and Broad-Based Surveys to 10:30 of its HR postal professionals, 200 processes and 70 disparate Ensure Sustainable, Low-Risk Implementations systems into a single HR system capable of supporting a 700,000 The success of shared services programs in the public sector employee organization. In this session, you will learn how to: hinges on the continuous assessment of customer satisfaction and • Reduce costs and enhance customer service by moving work to responsiveness to customer needs. To meet these challenges, an employee and manager self-service environments NASA has incorporated a variety of different customer surveys into • Integrate people component with processes and technology by its business planning cycle to measure customer satisfaction and staffing resources for knowledge transfer improve performance. In this session, you will learn how to: • Enhance shared service environment with selective outsourcing • Meet increasing service demands by establishing baseline and practices benchmark ratings for customer satisfaction Anthony J. Vegliante, Chief Human Resources Officer and • Address survey results and corrective actions by providing EVP, United States Postal Service feedback to customer groups • Develop appropriate survey populations and avoid survey fatigue Case Study Interactive Session Networking Richard Arbuthnot, Executive Director, NASA Shared Opportunity Services Center REGISTER ONLINE AT www.iqpc.com/us/sspublicsector OR CALL US AT 1-800-882-8684 4
  • 5. Extreme Makeover: Public Sector Edition – from getting the best of your shared services efforts by setting 2:15 Driving Organizational Change through very stringent standards. In this session, you will learn how to: Strategic Maps, KPI Dashboards & The Balanced • Ensure achievability and sustainability through a single Scorecard performance and conformity standard • Satisfy customer expectations by placing business process Just as any house requires constant maintenance and the improvement initiatives at the core of internal strategy occasional renovation, so too does your shared services • Attain consistent quality output (accuracy and timeliness) with organization. Continuous improvement relies on the same customer surveys and monthly metrics level of upkeep as your home, and it is important that you are equipped with the proper tools to get the job done…and done Betsy Murphy, Managing Director, Oversight and right. From your strategy map (the blueprint) to your key Management Analysis, U.S. Department of State performance indicators and the Balanced Scorecard (the measurements), this session will teach you how to: Managing SSOs in Recessionary Times: 4:30 • Drive initiatives, increase bandwidth and improve capacity to Achieving Short-Term Gains with Effective change with a highly comprehensive and prescriptive strategy Strategic Models mapping approach The scaling back of resources throughout federal, state and • Design a successful SSO strategy using the Balanced local governments has made sustaining shared services a Scorecard monumental task. Because lower or constrained budgets may • Measure success of shared services strategy by utilizing KPI yield cost efficiencies, they cannot be achieved without dashboards and other tools impacting desired service delivery standards. Leaders must find ways to overcome this challenge with limited resources, but Paul S. Bartley, Director, Program Support Center, U.S. also realize the potential for positioning their department for Department of Health and Human Services greater success in the future. In this session, you will learn Afternoon Networking Break how to: 3:00 • Attain long-term scalability by developing a business model Optimizing Performance Levels by Applying ISO structured around short-term wins 3:45 Quality Management Standards in a Service • Achieve sustainable, targeted service delivery standards by Environment aligning service demands with budgeted resources • Realize significant short-term cost savings by way of Long after consolidation efforts comes the long-term capital/technology deferment, training reductions and vacant difficulties associated with ensuring that your sharing of positions services continues to be delivered in the most effective and efficient manner. The most successful, self-sustaining shared Joe Casey, Deputy County Administrator, Hanover services centers in the public sector are those that have been County, VA certified by the International Organization for Standardization, the world’s largest developer and publisher of management Close of Conference Day One & Cocktail 5:15 protocol. Adoption of and compliance with ISO mandates Reception discourages performance-related issues such as complacency MAIN CONFERENCE DAY TWO Wednesday, May 13, 2009 Registration & Coffee country from a self-service to a centralized/consolidated model. 7:30 This initiative has drawn the attention of Supreme Court Chief Chairperson’s Welcome and Opening Remarks Justice John Roberts, whose annual report for 2008 predicted 8:00 savings and cost avoidances totaling $55.4 million through Keynote: Bringing Government into the 21st 2012. This session will be structured as a panel discussion 8:15 Century: Leveraging Emerging Technologies to featuring AOUSC and CGI personnel responsible for leading and Bolster New and Mature Shared Services implementing the transformation in an interactive discussion Centers about critical governance issues, including: (1) clearly communicating a compelling value proposition and achieving Though there is still uncertainty as to the new administration’s customer buy-in up front; (2) implementing SLAs for the first role with respect to shared services, one thing remains clear: time in a challenging culture; and (3) re-considering business the President understands the immense transformative power case assumptions about realizing savings versus re-investing to of technology and how it can improve the way Government seize unforeseen emerging opportunities. operates. Though technology has always been an important enabler, shared services will require that it be embraced even CGI Federal more in order to drive the directives of the new administration Visit the website for confirmed panelists forward. In this session, you will learn how to: • Increase bandwidth of leadership and workforce by Morning Networking Break 9:45 optimizing technological capabilities and offerings • Understand the transformative power of technology and how Fostering High-Performance by Implementing 10:30 it will impact your current and future projects Business-Driven Talent Strategies and Workforce • Optimize shared services achievements across functions with Development Programs best-in-class technology and an architecture that Allocating your human capabilities across the various business complements the various silos of an organization entities of the shared services center is an ongoing challenge. Doug Bourgeois, Director of the National Business Acquiring talent from outside and ensuring that your Center, U.S. Department of the Interior workforce is flexible to change, culturally and operationally, is vital to the success of any implementation. Gauteng is a Interactive Panel: 9:00 Extended Q & A globally recognized center of excellence that has leveraged Getting It Right the First Time: workforce development programs like their Employee Wellness Customer-Driven Governance The Administrative Office of the United States Courts is in the Case Study Interactive Session Networking process of transforming its management model for a wide range Opportunity of administrative and IT services to 94 court locations across the Sponsors: 5
  • 6. Programme and specific talent strategies to promote greater Achieving Operational Excellence in A SSO: 3:00 efficiency levels. In this session, you will learn how to: Lean Tools and Metrics for Success • Achieve economies of scale, standardization and consistency In today's challenging economic climate, Operational Excellence of service with human capital business intelligence and an remains a fundamental objective in achieving organizational Employee Wellness Programme success in both the public and private sector. This excellence is • Increase engagement, productivity and performance through achieved by finding and eliminating waste in business employee career-pathing processes. Tremendously effective in improving service and your • Promote efficiency by connecting the vision of the bottom line, this effort also builds esprit and cooperation in the organization with the people that drive that vision workforce. Yet identifying what tools are most effective and how to implement them in a sustainable manner is a Khulu Radebe, General Manager Human Resources continuing struggle. Those responsible for implementation Services, Gauteng Shared Service Centre often have limited resources or little expertise with business process improvement, yet still have the requirement for success. Interactive Panel: 11:15 Extended Q & A In this session, you will learn how to: How Shared Services Can Help • Improve operations by identifying key metrics and lead process Agencies Meet the Operational Improvement improvement efforts regardless of resources Initiatives of the New Administration • Understand process waste and apply Lean concepts to identify The Obama administration’s focus on efficiency and and eliminate it effectiveness throughout government – particularly illuminated • Tie Implementation to your Strategic Plan by the creation of an Executive Level Chief Performance Officer – compounds the emphasis agencies will place on delivering F. Lee Campbell IV, Chief of Strategic Planning, U.S. Army services more cost effectively and to higher levels of customer Military District of Washington satisfaction. Shared Services is one key vehicle for achieving this objective. Interactive Panel: 3:45 Quick Wins 30 Ideas in 40 Minutes: Booz Allen Hamilton Promoting Highly Transparent, Efficient Shared Visit the website for confirmed panelists Services Models to Drive Enhanced Performance Levels and Long-Lasting Capabilities Networking Luncheon 12:00 Experts will discuss the key takeaways from the conference Maximizing the Potential of Your Shared and then provide insight on how to best integrate the various 1:00 Services Efforts by Achieving Cross-Functional, tools, methodologies and solutions learned to achieve “quick Intra-Agency Collaboration wins” for your SSO. Gaining the necessary support and facilitating successful Panel Leader: shared services transformations is an overwhelming task faced Tim Vigotsky, Former Director of the National Business by all implementers. Optimizing those successes across Center and Founder of Vigotsky Associates functions and agency lines is a remarkable feat because it Panelists: involves the successful change management associated with Reginald M. Brown, Director of Modernization and the compromise of complex and varied interests and Human Resources Line of Business, U.S. Office of structures. In this session, you will learn how to: Personnel Management • Create, represent, distribute and enable adoption of insights and experiences unknown and unfamiliar to the workforce, Anthony J. Vegliante, Chief Human Resources Officer and particularly during times of change or disruption, with a EVP, United States Postal Service systematic 3 foci approach (technocentric, organizational and Betsy Murphy, Managing Director, Oversight and ecological) Management Analysis, U.S. Department of State • Solve intractable, cumbersome problems by increasing network connectivity, internally and externally Khulu Radebe, General Manager Human Resources • Facilitate and manage innovation and learning by leveraging Services, Gauteng Shared Service Centre expertise across the organization Richard Arbuthnot, Executive Director, NASA Shared Dr. Mark Olszyk, Deputy Chief of Staff, U.S. Department Services Center of Veterans Affairs Doug Bourgeois, Director of the National Business Center, U.S. Department of the Interior Using a Fee Structure to Create a Healthy 1:45 Internal Market Based on Greater Efficiency and Melissa Lytell, Director of HR Shared Services, U.S. Cost Transparency Department of State Justifying expenditure in an environment that has often Chairperson’s Closing Remarks & End of specifically designed to save costs is a core requisite of a 4:30 Conference successful SS leaders. At the same time you also have to justify the charges that you will be making to the business units and all of your stakeholders. In this session, you will learn how to: • Maximize organizational streamlining with the financial alignment of procurement requirements to programmatic strategic goals • Optimize operational capabilities by creating a high-quality, transparent and customer-focused procurement operation Case Study Interactive Session Networking • Ensure departmental top priorities are met by creating work Opportunity environments that allow the flexibility to move resources Cathy Read, Director of Acquisition Management, U.S. Department of State William Moser, Deputy Assistant Secretary for Logistics Management, U.S. Department of State Afternoon Networking Break 2:30 REGISTER ONLINE AT www.iqpc.com/us/sspublicsector OR CALL US AT 1-800-882-8684 6
  • 7. ABOUT THE SPONSORS ScottMadden, Inc. is a leading management consulting firm specializing in shared services, outsourcing advisory services, and the energy industry. ScottMadden began to develop its shared services practice in 1994. Since that time, we have helped many clients with the design, implementation, and operation of shared services within their organizations. Our experience spans the spectrum of potential shared services functions, and we have deep functional expertise in HR, IT, supply chain, finance and accounting, and real estate and facilities. We have performed significant shared services work in a wide variety of industries, from entertainment to energy to high tech. Our approach to the creation of shared services is to help our clients build a quot;business within the business.quot; We believe that the shared services business should operate just like any other business within the corporation—with a business plan, a scorecard for performance, incentives for performance, and consequences for non-performance. Website: www.scottmadden.com Booz Allen Hamilton has been at the forefront of strategy and technology consulting for more than 90 years. Providing a broad range of services in strategy, operations, organization and change, shared services, information technology, systems engineering, and program management, Booz Allen is committed to delivering results that endure. Website: www.boozallen.com CGI has over 30 years of experience in the U.S. federal government market, we have helped more than 100 federal government agencies, boards, committees and commissions to improve program and back-office functions, allowing them to better fulfill their core missions. Our experience includes optimizing IT infrastructure through shared and managed services supporting more than 50 federal agencies, modernizing financial management operations for federal agencies through our Momentum financial management and shared services solution, and enhancing citizen information via healthcare services websites. As a leading IT and managed services provider to the federal government, CGI has a solid track record of on-time, on-budget delivery and high-value repeat performance. Website: http://www.cgi.com/web/en/industries/governments/us_federal/shared_service_provider.htm MORE ABOUT THE SHARED SERVICES BENCHMARKING FORUM This is designed to enable networking for Public Sector Shared Services professionals, so you can benchmark your operations and discuss common challenges and best practices. Issues to be discussed include cross-functional migration, continuous improvement strategy, talent management, process reengineering and emerging technologies – with the collective goal of achieving more open, efficient and fiscally responsible government services. In summary, the 2009 Public Sector Shared Services Benchmarking Forum’s main objectives are: • Sharing knowledge and experiences across departmental lines • Maximizing synergies generated from the combined interests of the group and the agencies they represent • Discussing and debating on how to best optimize taxpayer dollars to create a more sound government • Promoting the encouragement of multi-departmental collaboration and cooperation *Public Sector Employees not attending the conference pay $99 to attend the Shared Services Benchmarking Forum. Registration is available at www.iqpc.com/us/sspublicsector. This is complimentary to conference attendees. REGISTRATION INFORMATION Government, Non-Profit & Public Sector Organizations Please note that multiple discounts cannot be combined. A $99 processing charge will be assessed to all registrations not accompanied by 27-Feb-09 27-Mar-09 Standard credit card payment at the time of registration. Price MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC * CT residents or people Conference Only (Save $100) (Save $100) employed in the state of CT must add 6% sales tax. $899 $899 $999 Team Discounts Workshops Only $549 each $549 each $549 each For information on team discounts, please contact IQPC Customer Service at 1- ALL ACCESS PRICING 800-882-8684. Only one discount may be applied per registrant. (includes conference, (Save $1,696) (Save $1,596) (Save $1,496) Special Discounts Available: A limited number of discounts are available for all workshops and $1,499 $1,599 $1,699 the non-profit sector, government organizations and academia. For more benchmarking forum) information, please contact customer service at 1-800-882-8684. Benchmarking Forum $99 Details for making payment via EFT or wire transfer: JPMorgan Chase Penton Learning Systems LLC dba IQPC: 957-097239 Vendor Pricing ABA/Routing #: 021000021 Reference: Please include the name of the attendee(s) and the event number: 27-Feb-09 27-Mar-09 Standard 10557.004 Price Payment Policy: Payment is due in full at the time of registration and includes Conference Only (Save $800) (Save $400) lunches, refreshment and detailed conference materials. Your registration will $1,999 $2,399 $2,799 not be confirmed until payment is received and may be subject to cancellation. Workshops Only $549 each $549 each $549 each For IQPC’s Cancellation, Postponement and Substitution Policy, please visit www.iqpc.com/cancellation ALL ACCESS PRICING (includes conference, (Save $2,396) (Save $1,996) (Save $1,596) Special Dietary Needs: If you have a dietary restriction, please contact Customer all workshops and $2,599 $2,999 $3,399 Service at 1-800-882-8684 to discuss your specific needs. benchmarking forum) ©2009 IQPC. All Rights Reserved. The format, design, content and arrangement Benchmarking Forum $99 of this brochure constitute a trademark of IQPC. Unauthorized reproduction will be actionable under the Lanham Act and common law principles. **If you would like to attend the benchmarking forum and you are not registered for the conference, this is an additional $99. Sponsors: 7
  • 8. International Quality & Productivity Center 535 5th Avenue, 8th Floor proudly presents New York, NY 10017 2ND ANNUAL SHARED SERVICES FOR PUBLIC SECTOR TM THE ❑ Conference Only ❑ Workshop(s) Only ❑ ALL ACCESS PRICING ❑A ❑B ❑C ❑D Please Choose Your Workshops: Your customer registration code is: When registering, please provide the code above. Name__________________________________ Job Title ________________________ Organization____________________________________________________________ Approving Manager______________________________________________________ Address_______________________________________________________________ City__________________________________State______________Zip___________ Phone________________________________Fax_______________________________ 5 EASY WAYS TO REGISTER: E-mail__________________________________________________________________ ❑ Please keep me informed via email about this and other related events. Web: www.iqpc.com/us/sspublicsector 1 ❑ Check enclosed for $_________ (Payable to IQPC) 2 Call: 1-800-882-8684 or 1-646-378-6026 ❑ Charge my __Amex __Visa __Mastercard __Diners Club Email: info@iqpc.com 3 Card #____________________________________Exp. Date___/___ Fax: 1-646-378-6025 4 Details for making payment via EFT or wire transfer can be found on 5 Mail: IQPC preceding page. 535 5th Avenue, 8th Floor New York, NY 10017 ❑ I cannot attend, but please keep me informed of all future events. 10557.004/ST Register by March 27, 2009 and proudly presents SAVE up to $2,396 2ND ANNUAL SHARED SERVICES FOR PUBLIC SECTOR TM THE May 11-13, 2009 • Washington, D.C. • Georgetown University Hotel and Conference Center New Administration Focus 1 Increase the efficiency of Government through better use of technology and stronger management that demands accountability 2 Create sound budget practices and reduce wasteful spending by committing to greater fiscal transparency 3 Discover the immense transformative power of technology and innovation 4 Achieve unprecedented openness with free sharing of best practices